Enterprise Care Plan

The Enterprise Care Program provides services for industry emergencies (such as newly discovered security vulnerabilities, viruses, and backbone network failures), Huawei Cloud change events, and corresponding consultation and guidance. Huawei Cloud not only meets your immediate needs but also deeply understands and continuously monitors your long-term needs for cloud services. Huawei Cloud does not rely on passive responses but takes an active approach to help you achieve stable service growth. Huawei Cloud works closely with you to deeply understand your needs and continuously improve the service experience. Through continuous innovation and professional support, Huawei Cloud is committed to comprehensively enhancing your satisfaction.

The Huawei Cloud Enterprise Care Plan service includes:

Incident support: For incidents such as operating system vulnerabilities, critical third-party software vulnerabilities, virus outbreak, hacker attacks, and backbone network faults caused by natural disasters, the service support team will immediately contact you in addition to sending routine emails, messages, and subscription notifications.

Cloud platform change support: Before any platform change, if the expert team determines that a change will affect your services (within the SLA scope), the service support team will contact you immediately.

The details are as follows:

1. Incident Support

Objectives

Proactively inform customers of the incident in a timely manner and provide corresponding consultation and guidance to minimize the impact of the incident on customers' services.

To provide professional guidance and resources to help you handle security and operation incidents, such as vulnerabilities, attacks, viruses, and network faults.

Content and Process

The following flowchart illustrates the incident support process.

Incident monitoring and warning

• Huawei Cloud continuously monitors security trends in the industry, including OS vulnerabilities, third-party software vulnerabilities, and virus outbreaks.
• Huawei Cloud uses threat intelligence platforms and monitoring tools to quickly identify potential risks and keep you informed in real time.

Incident severity evaluation

Huawei Cloud provides different levels of responses based on the potential impacts of an incident on services.

• Level-1 incidents (high-risk): incidents that cause direct and major threats, for example, serious vulnerability exploits or virus outbreaks
• Level-2 incidents (medium-risk): incidents that have potential threats but have limited impacts, for example, network interruptions and zero-day vulnerabilities
• Level-3 incidents (low-risk): incidents that have minor impacts and can be fixed easily

Guidance and Suggestions formulation

The Huawei Cloud expert team quickly develops a guidance and suggestions based on the nature of the incident. often include vulnerability fix, patch application, emergency isolation, and data restoration.

Notifications

The service support team organizes the notification elements and delivers notifications based on the evaluation results concluded by the expert team. Then, they will send you the notifications as well as guidance and suggestions via SMS messages, emails, and various platforms.

Guidance and Suggestions implementation

You are responsible for implementing the guidance and suggestions provided by the expert team.

Incident communication and coordination

• The Huawei Cloud service support team immediately starts an emergency response process and communicates with you in real time.
• If necessary, Huawei Cloud will coordinate internal expert teams or external resources (such as the vendor's security teams) to work together.

Post-incident evaluation and improvement

• Huawei Cloud reviews the incident handling process and summarizes the experience and any lessons learned.
• Huawei Cloud also offers improvement suggestions (such as system upgrades and improved security policies) to reduce the risk of any similar events occurring in the future.

2. Cloud Platform Change Support

Objectives

• To proactively evaluate the potential impacts of changes to the cloud platform on your services.
• To communicate with you and provide professional risk assessment and formulates best-fit guidance and suggestions.
• To ensure service continuity and comply with the SLA.

Content and Process

The following flowchart illustrates the cloud platform change support process.

Change impact evaluation

• Before each cloud platform change (such as system upgrade, maintenance, and architecture adjustment), the Huawei Cloud expert team comprehensively analyzes the potential impacts on your resources, services, or business.
• The team then develops the impact assessment report based on the SLA and service dependencies.

Guidance and Suggestions formulation

• Huawei Cloud confirms the scope of impacts on services, for example, in terms of service availability, performance, or data access.
• Huawei Cloud then provides detailed suggestions, for example, changes to system configurations, data backup plans, or resource expansion.

Notifications

The service support team organizes the notification elements and delivers notifications based on the evaluation results concluded by the expert team. Then, they will send you the notifications as well as guidance and suggestions via SMS messages, emails, and various platforms.

Guidance and Suggestions implementation

You are responsible for implementing the guidance and suggestions provided by the expert team.

Support for change implementation

• During the change implementation, the service support team will keep in touch with you in real time to track progress.
• If an incident occurs, the technical team quickly responds and adjusts the guidance and suggestions to minimize the impacts on services during the change.

Follow-up

• After the change is complete, Huawei Cloud asks you to confirm the change and provides you with a detailed change impact report.
• They will also summarize the experience and recommend optimizations to reduce risk.