Deterministic SRE Support Services - Professional Services

Gain professional O&M to improve your service stability.

Application Scenarios

Service Ticket Handling

If you need an issue handled quickly, you just throw a service ticket number at your technical service engineer in a dedicated chat group. The engineer will help you and technical engineers communicate efficiently.

Expert Support

You can report urgent service faults in a dedicated chat group. The technical service engineer will evaluate the fault impacts and contact R&D engineers to address the issues as soon as possible.

Requirement Management

If you have any requirements for optimizing Huawei Cloud services, your technical service engineer will act as a liaison between you and R&D engineers for further communication.

Event Notifications

If there are any emergencies, such as security vulnerabilities, viruses, and backbone network faults, or if there are any Huawei Cloud changes that may affect your services, the technical service engineer will promptly notify you in a dedicated chat group.

Service Ticket Handling

Expert Support

You can report urgent service faults in a dedicated chat group. The technical service engineer will evaluate the fault impacts and contact R&D engineers to address the issues as soon as possible.

Requirement Management

If you have any requirements for optimizing Huawei Cloud services, your technical service engineer will act as a liaison between you and R&D engineers for further communication.

Event Notifications

Service Highlights

One-Stop Global Service Reach

There are over 170 global customer service centers, with over 4,000 O&M engineers and an expert pool of more than 2,000 O&M experts, including troubleshooting experts, SRE experts, service architects, and solution architects. They are readily available to handle problems in each service domain.

Standardized Processes and Systems

Standardized processes and systems have been established to help you use the cloud more effectively. They cover event management, upgrade management, troubleshooting, expert reach, and change control.

Professional Tools and Platforms

There are robust tools and platforms that function like experts, offering efficient troubleshooting and reliable requirement management.

Service Content

Faster Service Ticket Handling

If you need an issue handled quickly, you can send a service ticket number to the dedicated chat group. Your technical service engineer will help you and technical engineers communicate efficiently.

Direct Expert Support

You can use a template to report urgent service faults to a dedicated chat group. Your technical service engineer will evaluate the fault impacts and contact R&D experts to address the issues as soon as possible.

Dedicated Chat Group

You can communicate with your technical service engineer and receive major event notifications in a dedicated chat group.

Service Response SLA

The response time for an unavailable core production system must be within 15 minutes, an unavailable production system within 30 minutes, a faulty production system within 3 hours, a faulty system within 8 hours, and general guidelines within 16 hours.

Requirement Tracking

If you submit any requirements for optimizing Huawei Cloud services, your technical service engineer will analyze and confirm the requirements, report them to R&D engineers, and notify you of the results.

Event Notifications

If there are any emergencies, such as security vulnerabilities, viruses, and backbone network faults, or if there are any Huawei Cloud changes that may affect your services, your technical service engineer will promptly notify you in a dedicated chat group.

Service Pricing Service Pricing

Remote O&M Technical Support (Monthly)

Monthly subscription billed on a monthly basis.

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Remote O&M Technical Support (Monthly)

Monthly subscription billed on a monthly basis.

USD

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Faster Service Ticket Handling

One-time payment based on the number of packages.

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Faster Service Ticket Handling

One-time payment based on the number of packages.

USD

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Direct Expert Support

One-time payment based on the number of packages.

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