1. Service Overview
SensorsData's SRE operation and maintenance service is based on SensData's digital operation and maintenance solution, providing exclusive operation and maintenance services to help clients manage their SensData system, reduce operation and maintenance costs and risks, and enhance system stability, security, and compliance, to accelerate digital transformation!
2. Service Scope
Operation and maintenance product range: SensData products
Operation and maintenance service scope:
- Consultation on the use of SensData products, problem solving, troubleshooting, configuration guidance, best practices, etc.
- Technical guidance for operations or system issues related to SensData products
- Issues related to SensData's official tools
Alarm processing scope: SensData monitoring alarm
Scope of SensData operation and maintenance service does not include:
- Operation and maintenance of third-party application software, including but not limited to application development, testing, deployment, diagnosis, and optimization.
- Maintenance of IDCs and hardware equipment, such as hardware inspection, replacement, diagnosis, etc., for network equipment, servers, storage, and other hardware.
- For issues related to third-party application software not covered by the service scope, customers need to contact the respective supplier for technical support.
- Issues and failures caused by customers themselves are not within the scope of SensData's operation and maintenance service.
3. Prerequisites
- Customers need to purchase SRE operation and maintenance services.
After SensData takes over the operation and maintenance services, customers should provide necessary access channels, permissions, authorizations, monitoring access, and assist in cooperating with SensData in carrying out operation and maintenance services.
Customers authorize SensData to monitor and analyze SensData server resources and applications.
4. Service Content
| Serial Number | Service Content | Service Description |
|---|---|---|
| 1 | Technical Support | Provide technical support for maintenance and configuration guidance of Sensedata products |
| 2 | Monitoring and Alerts | Handle alarms according to the alarm list, improve the ability to quickly recover from alarms |
| 3 | Health Inspection | Perform health inspections as needed, identify risks in advance, and provide inspection reports |
| 4 | Capacity Evaluation | Evaluate risks such as capacity, performance, security, and stability, and provide targeted repair solutions and optimization guidance |
| 5 | Emergency Rescue | Coordinate resources to facilitate fault location and recovery |
5. Customer Responsibilities
The client shall assist Sensors Data in the smooth execution of operation and maintenance services, including but not limited to providing information about surrounding faults, maintenance windows, necessary permissions, etc.
In the process of providing operation and maintenance services, Sensors Data shall not be responsible for any problems related to third-party software or hardware. The client shall be responsible for negotiating with third-party vendors and assisting Sensors Data in resolving any issues.
After the service provided by Sensors Data is completed, the client shall promptly conduct a service acceptance.