Help Center/ Professional Services/ Service Overview/ O&M and Management/ aPaaS Deterministic O&M/ Statement of Work (SOW)
Updated on 2024-10-25 GMT+08:00
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Statement of Work (SOW)

Service Overview

Huawei has launched the aPaaS Deterministic O&M to meet the hosting requirements of customers' applications after migration to the cloud basic environments, including self-developed applications of small- and medium-sized enterprises, and project requirements related to the aPaaS O&M support, application hosting, and governance of on-premises cloud customers. The expert technical team ensures smooth project implementation and provides remote or onsite operations optimization services to help customers continuously operate the platform and perform adaptation optimization.

Service Content

  • aPaaS Maintenance Service

    Huawei Cloud provides unified and professional O&M services for customers to reduce costs and improve efficiency, ensure service stability of basic application environments after migration to the cloud, and quickly detect, demarcate, and rectify faults. Managed O&M services are currently available for carriers and small- to medium-sized enterprises. Huawei Cloud deterministic operations, as a competitive and professional cloud management service, is a one-stop solution for customers to solve O&M problems, improving customer satisfaction and loyalty. In addition, it encourages customers to continuously purchase or expand Huawei Cloud services.

    Service

    Content

    Scenario

    aPaaS Technical Support Services (per 20 instances) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Provide usage Q&A for aPaaS platforms and products of certain specifications (20 instances), system inspection (infrastructure, middleware, and applications), and problem handling (location, analysis, and rectification). The Q&A covers external model access (only in closed-source API mode), data engineering, knowledge engineering, application design and operation management, and service system interconnection.

    The customer's O&M team is not capable enough and needs Huawei's assistance.

    aPaaS Agent Hosting Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Provide application hosting services for customers' applications during the service period. This includes 24/7 continuous monitoring using customer logs, metrics, and alarms. Respond to and handle alarms generated in the customer's production environment according to the pre-agreed contingency plan. Identify and resolve production faults while managing the entire lifecycle.

    The customer hands over the cloud service to a more experienced third party for managed O&M.

    aPaaS high-reliability governance-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Provide services twice a year. Determine the high-reliability governance objectives for customer applications, identify key DFX requirements, such as high availability and resilience design, including DR fault tolerance, overload control, and grayscale release, consider maintainability design, such as deployment and capacity expansion, monitoring, and fault drill solutions, and use IT-based methods to measure the application's DFX capability implementation.

    Add the version deployment function and supports a higher proactive prevention level (compared with the basic edition).

    aPaaS risk governance-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Provide services twice a year. Build a health manager tool based on systematic monitoring and data analysis, to quickly detect and analyze risks of service running on the live network. Support visualized and measurable O&M for service improvement, reliability, maintainability, and user experience.

    aPaaS security and compliance governance-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Infrastructure security: Include scanning for host vulnerabilities, completing annual OS patches, managing privileged accounts (root) for hosts and databases, and periodically changing passwords. The domain name management process is used to monitor the correct resolution of domain names and ensure that WAF protection is configured. This service is provided twice a year.

    Trustworthy O&M operations: Use the AppStage platform for implementing changes and ensure adherence to change e-flows. The permission management system categorizes roles into personnel of hosts, databases, security, and service O&M, which can be checked through the separation of duties (SOD) permission audit view. Manage operators' permissions on the live network. If the organization structure changes, related operators' permissions are automatically revoked. Manage live network data access and extraction in the production environment through compliant processes to meet privacy requirements.

    Application running security: Encrypt authentication credentials and sensitive configuration items for storage and invoking, preventing sensitive data leakage. Manage certificates throughout lifecycles, including application, distribution, use, deletion, and monitoring. Ensure compliance with software repository regulations to prevent unauthorized access.

    aPaaS data governance-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Provide basic training on data governance of aPaaS intelligent applications, and review and verify related data, meeting requirements of industry application development and training solutions, as well as training algorithms and applications.

    aPaaS application O&M hosting (8/5) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    This mode provides customers with remote hosting services during the service period. By using customers' logs, metrics, and alarms, it provides 8/5 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.

    This mode applies to scenarios that require average service availability.

    aPaaS application O&M hosting (24/7) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    This mode provides customers with remote hosting services during the service period. By using customers' logs, metrics, and alarms, it provides 24/7 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.

    This mode applies to scenarios that require high service availability.

    aPaaS application hosting for incremental services (8/5) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    This mode provides customers with remote hosting services for new or added applications during the service period. By using customers' logs, metrics, and alarms, it provides 8/5 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.

    8/5 incremental service package

    aPaaS application hosting for incremental services (24/7) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    This mode provides customers with remote hosting services for new or added applications during the service period. By using customers' logs, metrics, and alarms, it provides 24/7 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.

    24/7 incremental service package

    aPaaS application hosting and implementation services -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    In this mode, resources and applications within the customer's target scope are managed by the AppStage O&M center. Up to 100 instances can be managed. The implementation services include resource management, account hosting, log collection, and monitoring configuration.

    This mode is used when services are supported by the O&M platform for hosting for the first time.

    aPaaS application hosting and implementation for incremental services -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    In this mode, newly deployed services or added resources are managed to meet O&M requirements.

    This mode is used when incremental services are supported by the O&M platform for management.

    aPaaS Technical Support Services (per 20 instances) - oversea 2 - Europe, Africa, Brazil, Middle East

    Provide usage Q&A for aPaaS platforms and products of certain specifications (20 instances), system inspection (infrastructure, middleware, and applications), and problem handling (location, analysis, and rectification). The Q&A covers external model access (only in closed-source API mode), data engineering, knowledge engineering, application design and operation management, and service system interconnection.

    The customer's O&M team is not capable enough and needs Huawei's assistance.

    aPaaS Agent Hosting Service- oversea 2 - Europe, Africa, Brazil, Middle East

    Provide application hosting services for customers' applications during the service period. This includes 24/7 continuous monitoring using customer logs, metrics, and alarms. Respond to and handle alarms generated in the customer's production environment according to the pre-agreed contingency plan. Identify and resolve production faults while managing the entire lifecycle.

    The customer hands over the cloud service to a more experienced third party for managed O&M.

    aPaaS high-reliability governance- oversea 2 - Europe, Africa, Brazil, Middle East

    Provide services twice a year. Determine the high-reliability governance objectives for customer applications, identify key DFX requirements, such as high availability and resilience design, including DR fault tolerance, overload control, and grayscale release, consider maintainability design, such as deployment and capacity expansion, monitoring, and fault drill solutions, and use IT-based methods to measure the application's DFX capability implementation.

    Add the version deployment function and supports a higher proactive prevention level (compared with the basic edition).

    aPaaS risk governance- oversea 2 - Europe, Africa, Brazil, Middle East

    Provide services twice a year. Build a health manager tool based on systematic monitoring and data analysis, to quickly detect and analyze risks of service running on the live network. Support visualized and measurable O&M for service improvement, reliability, maintainability, and user experience.

    aPaaS security and compliance governance- oversea 2 - Europe, Africa, Brazil, Middle East

    Infrastructure security: Include scanning for host vulnerabilities, completing annual OS patches, managing privileged accounts (root) for hosts and databases, and periodically changing passwords. The domain name management process is used to monitor the correct resolution of domain names and ensure that WAF protection is configured. This service is provided twice a year.

    Trustworthy O&M operations: Use the AppStage platform for implementing changes and ensure adherence to change e-flows. The permission management system categorizes roles into personnel of hosts, databases, security, and service O&M, which can be checked through the separation of duties (SOD) permission audit view. Manage operators' permissions on the live network. If the organization structure changes, related operators' permissions are automatically revoked. Manage live network data access and extraction in the production environment through compliant processes to meet privacy requirements.

    Application running security: Encrypt authentication credentials and sensitive configuration items for storage and invoking, preventing sensitive data leakage. Manage certificates throughout lifecycles, including application, distribution, use, deletion, and monitoring. Ensure compliance with software repository regulations to prevent unauthorized access.

    aPaaS data governance- oversea 2 - Europe, Africa, Brazil, Middle East

    Provide basic training on data governance of aPaaS intelligent applications, and review and verify related data, meeting requirements of industry application development and training solutions, as well as training algorithms and applications.

    aPaaS application O&M hosting (8/5) - oversea 2 - Europe, Africa, Brazil, Middle East

    This mode provides customers with remote hosting services during the service period. By using customers' logs, metrics, and alarms, it provides 8/5 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.

    This mode applies to scenarios that require average service availability.

    aPaaS application O&M hosting (24/7) - oversea 2 - Europe, Africa, Brazil, Middle East

    This mode provides customers with remote hosting services during the service period. By using customers' logs, metrics, and alarms, it provides 24/7 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.

    This mode applies to scenarios that require high service availability.

    aPaaS application hosting for incremental services (8/5) - oversea 2 - Europe, Africa, Brazil, Middle East

    This mode provides customers with remote hosting services for new or added applications during the service period. By using customers' logs, metrics, and alarms, it provides 8/5 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.

    8/5 incremental service package

    aPaaS application hosting for incremental services (24/7) - oversea 2 - Europe, Africa, Brazil, Middle East

    This mode provides customers with remote hosting services for new or added applications during the service period. By using customers' logs, metrics, and alarms, it provides 24/7 monitoring of applications, responds to and handles production alarms according to the preset contingency plans, tracks production faults, and executes full-lifecycle management.

    24/7 incremental service package

    aPaaS application hosting and implementation services- oversea 2 - Europe, Africa, Brazil, Middle East

    In this mode, resources and applications within the customer's target scope are managed by the AppStage O&M center. Up to 100 instances can be managed. The implementation services include resource management, account hosting, log collection, and monitoring configuration.

    This mode is used when services are supported by the O&M platform for hosting for the first time.

    aPaaS application hosting and implementation for incremental services- oversea 2 - Europe, Africa, Brazil, Middle East

    In this mode, newly deployed services or added resources are managed to meet O&M requirements.

    This mode is used when incremental services are supported by the O&M platform for management.
  • aPaaS Operation Service

    Huawei Cloud provides customers with comprehensive aPaaS Operation Service. Module optimization provides model access, optimization, and evaluation. Application development support assists developers in development, such as model inference acceleration, knowledge engineering, application orchestration, and deployment. Scenario-specific application incubation helps customers build and incubate intelligent applications from start to finish. aPaaS operations services support user, data, resource, application. In addition, application adaption and optimization are also supported.

    Service

    Content

    Scenario

    aPaaS Agent Development Support Service-Senior Expert -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Provide basic development support, including SDK/API usage support and demo display, development environment setup guide, and application development guide.

    Assist customers in data preparation, model selection and optimization, inference acceleration, knowledge engineering, application orchestration, application deployment, and application integration, helping customers develop intelligent applications on the platform.

    The customer needs Huawei Cloud professional services for operations optimization.

    aPaaS Agent Development Support Service-Senior Consultant -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Provide development support for migrating, adapting, and reconstructing applications or data on aPaaS. The content includes migration evaluation and solution design of AI applications and matching models, reconstruction and commissioning of AI applications and model inference scripts, performance optimization of single-node and distributed systems, and fine-tuning, training script reconstruction, and performance debugging of foundation models.

    aPaaS Agent Development Support Service-Senior Managing Consultant -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Provide development support services for customers to develop common components on aPaaS, including the following scenarios: interconnection with third-party closed-source models; introduction of open-source models; incremental pre-training; scenario-based optimization of open-source models; model assessment solution, including the assessment policies, assessment datasets, and execution process (Objective content: automatically completed by the accelerator; subjective content: manual execution); data preparation, including data access, governance (cleansing, deduplication, and normalization), and dataset generation; knowledge base building; prompt projects; dynamic knowledge injection (retrieval-augmented generation); knowledge base access.

    aPaaS Agent Development Support Service-Senior Managing Principal -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )
    • Provide customers with professional development support services during application development, including requirement survey and solution design support for the overall application solution based on customers' application scenarios, including but not limited to planning for compute, storage, and networking, data preparation design, large model selection and evaluation, and solutions for model orchestration and software platform integration.
    • Provide development support based on the existing application design solution. This includes data preparation, model selection and optimization, inference acceleration, knowledge engineering, application orchestration, and deployment.

    aPaaS Platform User Operation Service -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Based on service characteristics, design key metrics (such as success rate, latency, and download speed) for service performance experience, collect and display metric data, perform analysis and drill-down, and provide optimization tools and methods for key metric performance and better user experience.

    aPaaS Platform Data Operation Service -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )
    • Service delivery (SD) O&M change management: Optimize the change duration, improve the automation rate, and improve the Infrastructure as Code (IaC) change access rate.
    • Issue To Resolution (ITR) O&M event issue management: Reduce the number of O&M events, shorten the average event recovery duration, and improve the event alarm coverage.
    • Business Continuity Management (BCM) fault drill management: Improve the completion rate of BCM contingency plans, increase the BCM automatic execution rate, and cover more fault scenarios.
    • O&M and capability assessment: Measure and govern maintainability design, O&M quality design, O&M security, and global O&M capabilities.

    aPaaS Platform Resource Operation Service -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )
    • Develop cloud infrastructure capabilities, including budget management, cost optimization, and resource management.
    • Use in-depth data analysis and potential exploration to guide compliant and reasonable resource utilization, continuously improving efficiency.

    aPaaS Agent Operation Service -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )
    • Provide technical support for operations center issues, such as configuration guide, O&M implementation, troubleshooting, delivery training, and environment configuration.
    • Build an operations system for data operations metric analysis, scenario-specific data models, and operations dashboard configuration guide.
    • Provide data collection solution consulting, metric system establishment and configuration, data ingestion and integration development, tracing point collection, and metadata import guide.

    aPaaS Agent Development Support Service-Senior Expert- oversea 2 - Europe, Africa, Brazil, Middle East

    Provide basic development support, including SDK/API usage support and demo display, development environment setup guide, and application development guide.

    Assist customers in data preparation, model selection and optimization, inference acceleration, knowledge engineering, application orchestration, application deployment, and application integration, helping customers develop intelligent applications on the platform.

    aPaaS Agent Development Support Service-Senior Consultant- oversea 2 - Europe, Africa, Brazil, Middle East Brazil )

    Provide development support for migrating, adapting, and reconstructing applications or data on aPaaS. The content includes migration evaluation and solution design of AI applications and matching models, reconstruction and commissioning of AI applications and model inference scripts, performance optimization of single-node and distributed systems, and fine-tuning, training script reconstruction, and performance debugging of foundation models.

    aPaaS Agent Development Support Service-Senior Managing Consultant- oversea 2 - Europe, Africa, Brazil, Middle East

    Provide development support services for customers to develop common components on aPaaS, including the following scenarios: interconnection with third-party closed-source models; introduction of open-source models; incremental pre-training; scenario-based optimization of open-source models; model assessment solution, including the assessment policies, assessment datasets, and execution process (Objective content: automatically completed by the accelerator; subjective content: manual execution); data preparation, including data access, governance (cleansing, deduplication, and normalization), and dataset generation; knowledge base building; prompt projects; dynamic knowledge injection (retrieval-augmented generation); knowledge base access.

    aPaaS Agent Development Support Service-Senior Managing Principal- oversea 2 - Europe, Africa, Brazil, Middle East
    • Provide customers with professional development support services during application development, including requirement survey and solution design support for the overall application solution based on customers' application scenarios, including but not limited to planning for compute, storage, and networking, data preparation design, large model selection and evaluation, and solutions for model orchestration and software platform integration.
    • Provide development support based on the existing application design solution. This includes data preparation, model selection and optimization, inference acceleration, knowledge engineering, application orchestration, and deployment.

    aPaaS Platform User Operation Service- oversea 2 - Europe, Africa, Brazil, Middle East

    Based on service characteristics, design key metrics (such as success rate, latency, and download speed) for service performance experience, collect and display metric data, perform analysis and drill-down, and provide optimization tools and methods for key metric performance and better user experience.

    aPaaS Platform Data Operation Service- oversea 2 - Europe, Africa, Brazil, Middle East
    • Service delivery (SD) O&M change management: Optimize the change duration, improve the automation rate, and improve the Infrastructure as Code (IaC) change access rate.
    • Issue To Resolution (ITR) O&M event issue management: Reduce the number of O&M events, shorten the average event recovery duration, and improve the event alarm coverage.
    • Business Continuity Management (BCM) fault drill management: Improve the completion rate of BCM contingency plans, increase the BCM automatic execution rate, and cover more fault scenarios.
    • O&M and capability assessment: Measure and govern maintainability design, O&M quality design, O&M security, and global O&M capabilities.

    aPaaS Platform Resource Operation Service- oversea 2 - Europe, Africa, Brazil, Middle East
    • Develop cloud infrastructure capabilities, including budget management, cost optimization, and resource management.
    • Use in-depth data analysis and potential exploration to guide compliant and reasonable resource utilization, continuously improving efficiency.

    aPaaS Agent Operation Service- oversea 2 - Europe, Africa, Brazil, Middle East
    • Provide technical support for operations center issues, such as configuration guide, O&M implementation, troubleshooting, delivery training, and environment configuration.
    • Build an operations system for data operations metric analysis, scenario-specific data models, and operations dashboard configuration guide.
    • Provide data collection solution consulting, metric system establishment and configuration, data ingestion and integration development, tracing point collection, and metadata import guide.

Prerequisites

  • The customer has either purchased or intends to use Huawei Cloud aPaaS and its related products.
  • The customer has granted Huawei Cloud permission to process relevant data in their system during service delivery.
  • The customer has designated a team to work with Huawei Cloud service team to complete O&M services.
  • The customer and Huawei Cloud have confirmed the migration solution and signed a contract.

Service Scope

  1. Applicable Scope
    • aPaaS O&M
      • Cloud service applications running on or managed through aPaaS.
      • Underlying modules of Huawei Cloud that are integrated into and sold through aPaaS.
    • aPaaS Operation Service
      • Cloud service applications running on or managed through aPaaS.
      • Underlying modules of Huawei Cloud that are integrated into and sold through aPaaS.
  2. Inapplicable Scope
    • aPaaS O&M
      • Third-party applications introduced by customers.
      • Underlying modules of Huawei Cloud that are not integrated into or sold by aPaaS.
      • The reconstruction fee of the customer's system architecture generated during the O&M service is not covered and needs to be purchased separately. If the customer's resources are inadequate or do not meet the service's security redundancy design (found during inspection), the customer needs to pay for the reconstruction.
    • aPaaS Operation Service
      • Third-party applications introduced by customers.
      • Underlying modules of Huawei Cloud that are not integrated into or sold by aPaaS.
      • Extra resources required during operations are not covered. For example, extra storage and computing resources are required for data analysis, and the customer needs to pay extra fees.
  3. Regions

    Outside the Chinese mainland

Service Process

  • One-off Services (aPaaS Operation Service and aPaaS Maintenance Service)

    Stage

    Description

    Requirement survey

    Fully communicate with the customer on their requirements.

    Solution design

    Clarify the existing problems and provide corresponding solutions through in-depth communication with the customer.

    Solution output

    Generate the XXX Customer ______ Solution Proposal based on the project objective, which must be reviewed and approved by the customer.

    Implementation

    Construct the project according to the service content.

    Summary

    Summarize the project achievements, analyze the problems in the construction, and make a summary report.
  • Yearly/Monthly Services (aPaaS Maintenance Service)

    Stage

    Content

    Description

    Preparations

    Requirement communication

    Huawei fully communicates with the customer about the specific requirements of O&M personnel, such as the service type, service duration, and engineer level.

    Requirement confirmation

    Huawei collects customer requirements, evaluates resources, and confirms the customer's O&M service requirements.

    Contract signing

    Huawei provides the O&M service quotation and discusses with the customer about the contract. Both parties sign the contract after reaching an agreement.

    Implementation

    Personnel selection

    Huawei provides O&M engineers that meet the contract requirements and confirms the personnel with the customer.

    Personnel induction

    O&M engineers enter the site according to the customer's requirements. (remote O&M not involved)

    Personnel training

    O&M engineers provide training on industry specifications based on customer requirements. (remote O&M not involved)

    Routine O&M

    O&M engineers provide routine O&M services specified in the contract and output documents such as weekly and monthly O&M reports, and delivery quality assessments as required.

    End

    Service end or renewal negotiation

    Huawei reminds the customer one month before the service time specified in the contract expires. The two parties communicate with each other about whether to renew the service.

    Personnel exit

    O&M engineers hand over documents and accounts and leave the site on time. The service process ends.

Service Deliverables

  • aPaaS Maintenance Service

    Service

    Deliverable

    Acceptance Report

    aPaaS Technical Support Services (per 20 instances) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS Support Report

    Not involved

    aPaaS Agent Hosting Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Proactive O&M Inspection Report (on-demand)

    Troubleshooting Report (on-demand)

    Monthly Project O&M Report

    Not involved

    aPaaS High Reliability Governance Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS High-reliability Management Report

    Not involved

    aPaaS Risk Governance Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS Risk Governance Report

    Not involved

    aPaaS Security Compliance Governance Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS Security and Compliance Governance Report

    Not involved

    aPaaS Data Governance Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS Data Governance Report

    Not involved

    aPaaS application O&M hosting (8/5) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Application O&M Daily Report

    Application O&M Weekly Report

    Application O&M Monthly Report

    Not involved

    aPaaS application O&M hosting (24/7) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Application O&M Daily Report

    Application O&M Weekly Report

    Application O&M Monthly Report

    Not involved

    aPaaS application hosting for incremental services (8/5) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Application O&M Daily Report

    Application O&M Weekly Report

    Application O&M Monthly Report

    Not involved

    aPaaS application hosting for incremental services (24/7) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Application O&M Daily Report

    Application O&M Weekly Report

    Application O&M Monthly Report

    Not involved

    aPaaS application hosting and implementation services -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Application Access Implementation Report

    Application Access Implementation Solution

    aPaaS platform application hosting &implementation Acceptance Report

    aPaaS application hosting and implementation for incremental services -oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    Application Access Implementation Report

    Application Access Implementation Solution

    aPaaS platform application hosting &implementation Acceptance Report

    aPaaS Technical Support Services (per 20 instances) - oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS Support Report

    Not involved

    aPaaS Agent Hosting Service- oversea 2 - Europe, Africa, Brazil, Middle East

    Proactive O&M Inspection Report (on-demand)

    Troubleshooting Report (on-demand)

    Monthly Project O&M Report

    Not involved

    aPaaS high-reliability governance- oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS High-reliability Management Report

    Not involved

    aPaaS risk governance- oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS Risk Governance Report

    Not involved

    aPaaS security and compliance governance- oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS Security and Compliance Governance Report

    Not involved

    aPaaS data governance- oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS Data Governance Report

    Not involved

    aPaaS application O&M hosting (8/5) - oversea 2 - Europe, Africa, Brazil, Middle East

    Application O&M Daily Report

    Application O&M Weekly Report

    Application O&M Monthly Report

    Not involved

    aPaaS application O&M hosting (24/7) - oversea 2 - Europe, Africa, Brazil, Middle East

    Application O&M Daily Report

    Application O&M Weekly Report

    Application O&M Monthly Report

    Not involved

    aPaaS application hosting for incremental services (8/5) - oversea 2 - Europe, Africa, Brazil, Middle East

    Application O&M Daily Report

    Application O&M Weekly Report

    Application O&M Monthly Report

    Not involved

    aPaaS application hosting for incremental services (24/7) - oversea 2 - Europe, Africa, Brazil, Middle East

    Application O&M Daily Report

    Application O&M Weekly Report

    Application O&M Monthly Report

    Not involved

    aPaaS application hosting and implementation services- oversea 2 - Europe, Africa, Brazil, Middle East

    Application Access Implementation Report

    Application Access Implementation Solution

    aPaaS Platform Application Hosting & Implementation Acceptance Report

    aPaaS application hosting and implementation for incremental services- oversea 2 - Europe, Africa, Brazil, Middle East

    Application Access Implementation Report

    Application Access Implementation Solution

    aPaaS Platform Application Hosting & Implementation Acceptance Report
  • aPaaS Operation Service

    Service

    Deliverable

    Acceptance Report

    aPaaS Agent Development Support Service-Senior Expert-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS application development support report

    aPaaS application development support acceptance report

    aPaaS Agent Development Support Service-Senior Consultant-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS application development support report

    aPaaS application development support acceptance report

    aPaaS Agent Development Support Service-Senior Managing Consultant-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS application development support report

    aPaaS application development support acceptance report

    aPaaS Agent Development Support Service-Senior Managing Principal-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS application development support report

    aPaaS application development support acceptance report

    aPaaS Platform User Operation Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS user operations report

    aPaaS user operations acceptance report

    aPaaS Platform Data Operation Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS data operations report

    aPaaS data operations acceptance report

    aPaaS Platform Resource Operation Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS resource operations report

    aPaaS resource operations acceptance report

    aPaaS Agent Operation Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil )

    aPaaS application operations report

    aPaaS application operations acceptance report

    aPaaS Agent Development Support Service-Senior Expert-oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS application development support report

    aPaaS application development acceptance report

    aPaaS Agent Development Support Service-Senior Consultant-oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS application development support report

    aPaaS application development acceptance report

    aPaaS Agent Development Support Service-Senior Managing Consultant-oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS application development support report

    aPaaS application development acceptance report

    aPaaS Agent Development Support Service-Senior Managing Principal-oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS application development support report

    aPaaS application development acceptance report

    aPaaS Platform User Operation Service-oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS user operations report

    aPaaS user operations acceptance report

    aPaaS Platform Data Operation Service-oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS data operations report

    aPaaS data operations acceptance report

    aPaaS Platform Resource Operation Service-oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS resource operations report

    aPaaS resource operations acceptance report

    aPaaS Agent Operation Service-oversea 2 - Europe, Africa, Brazil, Middle East

    aPaaS application operations report

    aPaaS application operations acceptance report

Responsibility Matrix

  1. Shared responsibility
    • Negotiate and confirm specific requirements and objectives of the aPaaS Deterministic O&M.
    • Negotiate and confirm project management plans for the aPaaS Deterministic O&M.
    • Negotiate, confirm, and review solutions of the aPaaS Deterministic O&M.
  2. Huawei Responsibilities
    • Completes requirement survey, solution design, and delivery based on the responsibility matrix.
    • Before providing services, prepares a service plan and a BOQ for the customer to confirm.
    • Provides services based on the service plan and creates the deliverables needed.
    • Provides the list of deliverables after services are all complete.
    • Appoints a dedicated project owner. If there is a personnel change due to special reasons, notifies the customer three working days in advance.
    • Only uses the authorized data for aPaaS Deterministic O&M.
  3. Customer Responsibilities
    • Backs up and saves data.
    • Verifies service systems.
    • Operates and maintains the infrastructure layer, including compute, networking, storage, OBS bucket, and security services.
    • Assigns a project owner to coordinate between the two parties and to manage, review, and accept services provided by Huawei Cloud.
    • Provides service system information, including application architecture, deployment architecture, resource quantity, and performance.
  4. Responsibility Details

    The following table provides responsibility matrix examples and can be modified as needed.

    R: responsible; S: supportive.

    • aPaaS Maintenance Service

      No.

      Process

      Content

      Huawei

      Customer

      1

      Project kick-off meeting

      Communicates with the customer's project leader (team) to clarify requirements, expectations, scope, contents, deliverables, and stakeholders, and develop work plans.

      R

      S

      2

      Customer service survey

      Interviews and researches the customer to survey their overall O&M status and pinpoints challenges in each domain.

      R

      S

      3

      Service implementation

      Assigns site reliability engineers (SREs) to perform 24/7 monitoring on customer applications and handle alarms in the way agreed with the customer.

      R

      S

      Follows the operation manual to manage any events that happen on the live network.

      R

      S

      Contacts customers or relevant parties to record, track, verify, and resolve issues throughout their lifecycle.

      R

      S

      Rectifies the fault on the live network by referring to the customer-approved troubleshooting manual.

      R

      S

      Implements the change solution approved by the customer within the specified time.

      R

      S

      Provides a service desk to receive customer inquiries and manage their requests through service tickets.

      R

      S

      Inspects and monitors infrastructure resource load and manages system capacity.

      R

      S

      Upgrades the application according to the customer-provided upgrade guide.

      R

      S

      Identifies and handles system risks by detailed inspection and problem management.

      R

      S

      Inspects the system infrastructure, middleware, databases, and applications, and outputs inspection reports.

      R

      S

      When a major system fault occurs, reviews the fault, analyzes the technical and management root causes, and provides suggestions for optimization.

      R

      S

      Conducts fault drills based on the customer-approved fault drill solution.

      R

      S

      4

      Deliverable output

      Outputs deliverables: proactive O&M inspection report, proactive O&M risk check report, troubleshooting report, and project O&M monthly report.

      R

      S

      5

      Review and summary

      Reviews and summarizes the overall O&M service.

      R

      S
    • aPaaS Operation Service

      No.

      Process

      Content

      Huawei

      Customer

      1

      Requirement survey

      Conducts a detailed survey on customer requirements and negotiates the service scope.

      R

      S

      2

      Service determination

      Specifies the intended scope of the service.

      S

      R

      3

      Solution design

      Designs the aPaaS Operation Service solution based on customer requirements and outputs the Statement of Work (SOW).

      R

      S

      4

      Delivery

      Delivers the aPaaS Operation Service based on the SOW.

      R

      S

      5

      Acceptance

      Accepts and confirms the delivered items.

      S

      R

Acceptance Criteria

  • aPaaS Maintenance Service:

    Recurring Services:"aPaaS Technical Support Services (per 20 instances) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS Agent Hosting Service-oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS high-reliability governance-oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS risk governance-oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS security and compliance governance-oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS data governance-oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS application O&M hosting (8/5) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS application O&M hosting (24/7) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS application hosting for incremental services (8/5) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS application hosting for incremental services (24/7) -oversea 1 -Asia, Russia, Latin America (Excluding Brazil ), aPaaS Technical Support Services (per 20 instances) - oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS Agent Hosting Service- oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS high-reliability governance- oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS risk governance- oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS security and compliance governance- oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS data governance- oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS application O&M hosting (8/5) - oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS application O&M hosting (24/7) - oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS application hosting for incremental services (8/5) - oversea 2 - Europe, Africa, Brazil, Middle East, aPaaS application hosting for incremental services (24/7) - oversea 2 - Europe, Africa, Brazil, Middle East", above services automatically terminate after the time specified in the contract expires.

    One-off Services: Remaing are all one-off services. Huawei submits standard deliverables of each service subitem. If the customer accepts the deliverables, the customer needs to click the acceptance link on the Huawei Cloud console or sign and seal the XXX Service Acceptance Report.

  • aPaaS Operation Service (one-off service):

    Huawei submits standard deliverables of each service subitem. If the customer accepts the deliverables, the customer needs to click the acceptance link on the Huawei Cloud console or sign and seal the XXX Service Acceptance Report.

Parent topic: aPaaS Deterministic O&M