Private Cloud Operations and Maintenance Solution
I. Operations and Maintenance Goals
Because private cloud projects are large and involve many system components, Ubases IoT provides managed operations and maintenance support to reduce the customer’s operational burden.
The goal of operations and maintenance is to monitor and manage the IoT foundation platform, maintain visibility into platform availability and health, notify the appropriate personnel promptly when a fault occurs, and keep the runtime environment observable and controllable. This helps business applications run reliably, efficiently, continuously, and securely.
Operations and maintenance service target: 99% system availability.
This solution applies only to binary deployment. Source-integrated deployments may include non-company customizations and are out of scope.
II. Basic Operations and Maintenance Solution
(I) Support Channels
Ubases IoT provides 12 months of free post-delivery operations and maintenance service after formal system handover.
Support channels mainly include remote online technical support, phone support, email support, and WeChat or DingTalk support.
(II) Term
Free post-acceptance maintenance for 12 months after project acceptance; after 12 months, paid maintenance billed annually.
(III) Coordination Items
For a private deployment, Party A must provide a secured operations bastion host. Authorized Ubases IoT personnel use it to access the relevant internal servers for inspections, log review, issue diagnosis, and deployment of approved fix packages.
If Party A’s services are internet-accessible, provide access through an approved secure channel. Use least-privilege accounts or SSH keys and do not send plaintext passwords through email or chat.
(IV) Fault Levels and Response Standards
| Fault Level | Description | Response Time | Resolution Time | Service Method |
|---|---|---|---|---|
| Level 1 | 1. System fully down; all operations unresponsive; 2. System crash; critical data or filesystem damaged and cannot auto-recover; 3. Intermittent, random, or repeated startup/application exits that prevent normal business processing. | ≤2 hours | ≤1 business day | 1. 7×24 remote online technical support 2. Phone technical support 3. WeChat/DingTalk support |
| Level 2 | 1. Critical components stop, degrading system operation and severely impacting business; 2. Overall performance severely degraded and cannot auto-recover; 3. Important data, parameters, or configuration damaged beyond recovery, causing loss of customer data and business records. | ≤6 hours | ≤3 business days | 1. Business-day remote online technical support 2. Phone technical support 3. WeChat/DingTalk support |
| Level 3 | 1. Partial software anomalies with limited local functionality; overall system still works; limited business impact or latent risk; 2. Runtime indicators (e.g., I/O efficiency, CPU efficiency, insufficient memory) affected directly or indirectly, restricting business processing. | ≤8 hours | ≤5 business days | 1. Business-day remote online technical support 2. Phone technical support 3. WeChat/DingTalk support |
| Level 4 | 1. Need information or assistance for product features, installation, or configuration 2. System permission issues 3. System administration issues | ≤8 hours | ≤5 business days | 1. Business-day remote online technical support 2. Phone technical support 3. WeChat/DingTalk support |
(V) Private Cloud Operations and Maintenance Scope
| Area | Service item | Service method | Notes |
|---|---|---|---|
| Environment maintenance | Install and upgrade the base software required by the private cloud | Remote online technical support | Available only with fully managed cloud servers |
| Environment maintenance | Monitor and alert on CPU, memory, disk, and network bandwidth | Remote online technical support | Available only with fully managed cloud servers |
| Environment maintenance | Update and upgrade the operating system | Remote online technical support | Available only with fully managed cloud servers |
| Environment maintenance | Apply operating-system security patches | Remote online technical support | Available only with fully managed cloud servers |
| Environment maintenance | Tune the operating system | Remote online technical support | Available only with fully managed cloud servers |
| Environment maintenance | Detect and notify about malware or intrusions | Remote online technical support | Available only with fully managed cloud servers; Party A must purchase the required security software |
| Environment maintenance | Remediate malware | Remote online technical support | Available only with fully managed cloud servers |
| Platform maintenance | Monitor all private cloud backend services | Remote online technical support | |
| Platform maintenance | Upgrade microservices and third-party components | Remote online technical support | Ubases IoT notifies Party A when an upgrade package is available; Party A decides whether to upgrade |
| Platform maintenance | Maintain databases | Remote online technical support | |
| Platform maintenance | Maintain MQTT services | Remote online technical support | |
| Platform maintenance | Migrate microservices | Remote online technical support | One migration per year is included; additional migrations are charged |
| Platform maintenance | Migrate data | Remote online technical support | One migration per year is included; additional migrations are charged |
| Platform maintenance | Back up data | Remote online technical support | Party A provides the backup server; backups are automated |
| Platform maintenance | Tune microservices | Remote online technical support | Source-code changes are charged separately |
| Platform maintenance | Scale microservices | Remote online technical support | One scaling operation per year is included; source-code changes are charged separately |
| Platform maintenance | Remediate vulnerabilities in third-party services | Remote online technical support | |
| Platform maintenance | Monitor the Cloud Management Platform frontend | Remote online technical support | |
| Platform maintenance | Monitor the Open Platform frontend | Remote online technical support | |
| Platform maintenance | Monitor App template availability | Remote online technical support | |
| Platform maintenance | Publish Apps to app stores | Remote online technical support | Paid service |
| Fault handling | Handle platform faults | As defined in the previous section | |
| Integration support | Support device, App, frontend, backend, and control-panel integration | Remote online technical support |
(VI) Basic Private Cloud Operations and Maintenance Process
