Help Center/ Professional Services/ Service Overview/ Service Overview/ O&M and Management/ Deterministic O&M Management Service/ O&M Technical Improvement Service/ Statement of Work (SOW)
Updated on 2025-07-08 GMT+08:00
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Statement of Work (SOW)

Service Overview

Huawei has launched O&M Technical Improvement Service to meet the requirements after customers migrate their applications to the cloud. These requirements include basic environments hosting, small- and medium-sized enterprise customers developed application hosting, O&M support for government cloud customers, other application hosting, and data governance-related requirements. The expert technical team ensures smooth project implementation and provides remote or on-site operations optimization services to help customers continuously operate the platform and perform adaptation optimization.

Service Content

  • O&M Technical Improvement Service

    O&M Technical Improvement Service provides customers with technical support for chaos drills, release management, and observability on the O&M platform.

    Specification

    Service Content

    Application Scenario

    Chaos Drill Technical Support Service (Professional Edition)

    Failure mode library, drill fault scenarios, drill process design, drill plan arrangement, drill report suggestions, and drill operation mechanism for the O&M of medium-scale enterprises.

    For the professional edition, customers need to deepen their understanding and enhance their chaos engineering capabilities to improve system availability.

    Chaos Drill Technical Support Service (Enterprise Edition)

    Failure mode library, drill fault scenarios, drill process design, drill plan arrangement, drill report suggestions, and drill operation mechanism for the O&M of large-scale enterprises.

    For the enterprise edition, customers need to deepen their understanding and enhance their chaos engineering capabilities to improve system availability.

    Chaos Drill Technical Support Service (Premium Edition)

    Failure mode library, drill fault scenarios, drill process design, drill plan arrangement, drill report suggestions, drill operation mechanism, and drill training for the O&M of large-scale enterprises.

    For the premium edition, customers need to deepen their understanding and enhance their chaos engineering capabilities to improve system availability.

Prerequisites

  • The customer has either purchased or intends to use the cloud service platforms and products related to the Huawei Cloud O&M platform.
  • The customer has granted Huawei Cloud permissions 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 solution and signed a contract.

Service Scope

  1. Items Covered
    • O&M Technical Improvement Service is applicable to:
      • Cloud service applications running on or managed by the O&M platform.
      • Underlying modules of Huawei Cloud that are integrated and sold through the O&M platform.
  2. Items Not Covered
    • O&M Technical Improvement Service is inapplicable to:
      • Third-party applications introduced by customers.
      • Underlying modules of Huawei Cloud that are not integrated or sold by the O&M platform.
      • Extra resources required during operations. For example, extra storage and computing resources are required for data analysis, and the customer needs to pay extra fees.
  3. Service Regions

    Outside the Chinese mainland.

Service Process

  • One-off Service Process (O&M Technical Improvement Service)

    Service Phase

    Content Description

    Requirement survey

    Thoroughly discuss with the customer about the requirements.

    Solution design

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

    Solution delivery

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

    Migration

    Implement the construction according to the project service content.

    Conclusion

    Summarize the project achievements, analyze the problems in the construction, and make a summary report.

Service Deliverables

  • O&M Technical Improvement Service

    Service

    Deliverable

    Acceptance Report

    Chaos Drill Technical Support Service (Professional Edition)

    Chaos Engineering Capability Status Survey Form

    Chaos Engineering Capability Diagnosis Report

    Chaos Engineering Capability Building Solution

    Acceptance Report on Technical Support Service for Chaos Drills of the O&M Platform of the xx Project

    Chaos Drill Technical Support Service (Enterprise Edition)

    Chaos Drill Technical Support Service (Premium Edition)

Responsibility Matrix

  1. Shared Responsibilities
    • Both parties agree on and confirm the business requirements and objectives of O&M Technical Improvement Service.
    • Both parties agree on and confirm the project management plan of O&M Technical Improvement Service.
    • Both parties agree and confirm the content of the O&M Technical Improvement Service solution and review the solution.
  2. Huawei Responsibilities
    • Conducts requirement survey, solution design, and delivery based on the responsibility matrix.
    • Prepares a service plan and a BOQ for the customer to confirm before providing services.
    • Provides services based on the service plan and creates the deliverables needed.
    • Lists deliverables after the service is complete.
    • Specifies a project owner. The customer shall be notified of any personnel changes three working days in advance until the project is accepted.
    • Use the authorized data for the support of the O&M Technical Improvement Service but not for any other purposes.
  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 but not limited to application architectures, deployment architectures, resource quantity, and performance.
  4. Responsibility Details
    • O&M Technical Improvement Service

      R: responsible party

      S: supporting party

      Category

      Service Process

      Description

      Huawei

      Customer

      1

      Requirement survey

      Conduct a detailed survey on customer requirements and negotiate the service scope.

      R

      S

      2

      Service determination

      Specify the intended scope of the service.

      S

      R

      3

      Solution design

      Design the O&M Technical Improvement Service solution based on customer requirements and deliver the SOW.

      R

      S

      4

      Delivery implementation

      Implement and deliver O&M Technical Improvement Service based on the SOW.

      R

      S

      4

      Customer acceptance

      Accept and confirm the delivered items.

      S

      R

Acceptance Criteria

  • O&M Technical Improvement Service

    O&M Technical Improvement Service is a one-off payment 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 XXX Service Acceptance Report.