Services & Support

Full-Lifecycle One-Stop Closed-Loop Service Model

Built on the OpenHarmony foundation, from solution planning to deployment and O&M, RACETEC delivers a full lifecycle OpenHarmony implementation service ecosystem for enterprise customers and developers.

Phase 1(Solution Planning & Requirements Assessment)

Core Services

・On-site working condition survey for mining, energy, and municipal sectors; hardware and software selection evaluation

・Customized RUMINATE OS OpenHarmony implementation solution based on the OpenHarmony foundation

・Gap analysis and cost-timeline estimation based on industry standards and project eligibility criteria

Customer / Developer Benefits

Clear hardware/software transformation roadmap; deliver actionable project implementation and product adaptation plans

Phase 2(System Adaptation & Integration Implementation)

Core Services

・RUMINATE OS hardware porting, driver adaptation, and customized industry application developmen

・On-demand deployment of pre-built mining, energy, and municipal industry components

・Seamless integration with existing customer IT/OT devices and business platforms; distributed networking configuration and debugging

Customer / Developer Benefits

Rapid OpenHarmony transformation of devices; device-edge-cloud interoperability; shorter time-to-market

Phase 3（7×24 Cloud-Edge Collaborative O&M Monitoring）

Core Services

・24/7 real-time device status monitoring and system anomaly alerting

・Remote online inspection and hardware/software health statistics

・Monthly system inspections and quarterly full-device compatibility retesting

Customer / Developer Benefits

Mean Time To Detect (MTTD) system failures ≤15 minutes; proactively prevent mass device downtime risks

Phase 4（Emergency Response & Remediation Optimization）

Core Services

・Tiered fault classification with minute-level response initiation

・Remote technical troubleshooting, on-site repair, and emergency patch deployment

・Root cause analysis (RCA) and hardware/software optimization remediation

Customer / Developer Benefits

Mean Time To Repair (MTTR) ≤20 minutes; minimize project downtime and development stagnation losses

Phase 5（Version Iteration & Continuous Operation Optimization）

Core Services

・Quarterly operational performance analysis reports for projects and products

・System version iteration and industry component upgrades synchronized with OpenHarmony mainline

・Annual developer technical training and hands-on O&M training (≥2 sessions per year)

Customer / Developer Benefits

Continuous adaptation to new industry standards and scenarios; long-term value retention across product and project lifecycles

We Deliver on Our Promises

RACETEC RUMINATE OS End-to-End Service Level Agreement (SLA) Built on OpenHarmony

Commitment Dimension	RACETEC SLA Metric
O&M Technical On-Duty	7×24 year-round uninterrupted service，regular on-duty during public holidays
Fault Alert Response TimeCritical fault alerts	minute-level response; routine adaptation/operation faults: response within 30 minutes
Senior OpenHarmony Experts · Remote Intervention	Instant Expert Call for Critical Project/Development Blockers
On-Site Critical Fault Support (South/North/East China)	Dense coverage in core regions; engineers on-site quickly from nearby locations
On-Site Critical Fault Support (Rest of China)	Nationwide coverage; engineers dispatched promptly from nearest location
RUMINATE OS Core System Availability	Carrier-grade high availability assurance (minimal annual cumulative downtime)
Hardware/Software Adaptation Difficulty Resolution	Dedicated technical channel for complex adaptation issues; immediate response; end-to-end follow-up until closure
Critical System Bug Patch Release	Emergency fix process for critical vulnerabilities; patch packages pushed immediately after validation
Incident/Project Analysis Report	Formal root-cause & optimization report submitted within 2 business days after major incident confirmation
Customer & Developer Satisfaction (CSAT)	Maintained at industry-leading levels

*Ben SLA Tongshishiyongyukuangshan / Nengyuan / Shizhengluodixiangmuhezuokehu、yingjianchangshang、yingyongkaifahezuohuoban，qufenbiaozhunhuahezuoyudingzhihuaxiangmufuwu，dingzhixiangmukeqianshuzhuanshubuchong SLA Xieyi。