Statement of Work (SOW)

Service Overview

In the process of using CodeArts and other platform services, users may encounter various problems and doubts. Through counseling, technical Q&A, etc., we provide guidance to customer development, testing, operation and maintenance, and management personnel on various problems encountered during the use of CodeArts-related services. Provide technical support for various issues to help customer better use CodeArts software to develop production line-related services.

Service Content

Based on CodeArts services including Req, Repo, Build, TestPlan, Release, and Pipeline, CodeArts Technical Support provides technical support such as training and Q&A for customers in their use of CodeArts for development, testing, O&M, and management. This service focuses on CodeArts itself. Customized services, such as R&D process design and standard and guideline formulation, are not included in this service. You need to purchase corresponding expert services.

Prerequisites

• The customer shall request the service at least seven working days in advance so Huawei Cloud can evaluate the feasibility of the customer's service objectives and schedule.
• Huawei Cloud shall obtain the customer's authorization before fulfilling the service content.
• The customer needs to purchase CodeArts.

Service Scope

1. Applicable Scope
   • Gives customers a general introduction to CodeArts products, including but not limited to product overview, customer cases, and product features, and what services are included in CodeArts. Demonstrates the basic functions of CodeArts.
   • CodeArts technical support: Organizes Q&A sessions for customers' technical issues on the use of CodeArts, helping customers skillfully use CodeArts.
2. Inapplicable Scope

   Huawei technical support engineers are responsible for only the support items listed in this document. Additional fees will be charged if the items not covered are needed. The non-covered Items include but are not limited to the following:

   • Customer' third-party application systems.
   • O&M tools not introduced by Huawei products.
   • Work beyond the CodeArts development support service (such as technical support related to migration or integration with third-party systems).
   • Tool support mentioned in all Huawei reports. If the customer' existing tools can be used by Huawei for O&M services, the customer shall bear all tool-related costs.
   • Huawei assets, including but not limited to laptops and instruments.
   • Huawei's post-contract due diligence to verify the data collected prior to the contract. If the data proves incomplete or incorrect, Huawei has the right to modify the service specifications and fees based on the change control procedures.
   • Leaving the resident office to travel to other cities for related work. (Note: Fees may include, but are not limited to, travel, accommodation, and additional communication fees.)
   • Working beyond regular working hours as required by the customer. (Note: Fees include overtime pay and subsidies).
   • Outsourced products.
3. Service Regions

   International

Service Process

Figure 1 Process

Service Deliverables

Responsibility Matrix

1. Shared responsibility
   • Negotiate and confirm specific requirements and objectives.
   • Negotiate and confirm project management plans.
   • Negotiate, confirm, and review solutions.
   • Sign a contract.
2. Huawei Responsibilities
   • Huawei specifies a project owner. The customer shall be notified of any personnel changes three working days in advance until the project is accepted.
   • Huawei can only use the data authorized by the customer for improving stability.
3. Customer Responsibilities
   • Assign a project owner to assist Huawei Cloud in implementing services. The project owner is responsible for arranging and coordinating personnel, resources, or other matters between the two parties, and reviews and accepts the services provided by Huawei Cloud.
   • Provide service system information, including but not limited to application architecture, deployment architecture, resource quantity, and performance.
4. Responsibility Details
   R: responsible; S: supportive.

   No.	Process	Content	Huawei	Customer
   1	CodeArts overview	Gives customers a general introduction to CodeArts products, including but not limited to product overview, customer cases, and product features, and what services are included in CodeArts. Demonstrates the basic functions of CodeArts.	R	S
   2	CodeArts technical support	Organizes Q&A sessions for customers' technical issues on the use of CodeArts, helping customers skillfully use CodeArts.	S	R

Acceptance Criteria

Online & offline acceptance standard reference: Huawei submits standard deliverables according to each service sub-item. Customers click to confirm acceptance on the Huawei Cloud official website console, or sign and stamp the CodeArts Technical Support Acceptance Report offline as a service Praise passed.