Service and Maintenance

Molamola (上海画擎信息科技有限公司) provides BabelBird deployment, initialization, training, maintenance, upgrade assistance and issue tracking. Software licensing, implementation and ongoing maintenance are separate items; confirm each scope and term when selecting the service.

Service Scope

Stage	Typical assistance	Boundaries to confirm
Deployment	Installation, configuration, domain and integration testing	Customer infrastructure and third-party licenses
Initialization	Administrators, enterprise settings, organizations and accounts	Data sources, mappings and final permissions
Training and support	User/admin training, service groups and dedicated contacts	Sessions, remote/on-site delivery and support hours
Maintenance and upgrades	Diagnosis, fixes, release notices and upgrade assistance	Maintenance term, compatibility, change window and rollback
Performance and incidents	Application analysis and developer-assisted investigation	External systems, hardware, networking and capacity changes
Custom/co-development	Requirements, integration tests, acceptance and agreed corrections	New scope and deliverables agreed separately

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Deployment Options

Option	Scope and purpose
Standard installation	One system by default, on a single server or multiple servers
Private deployment on a cloud platform	Alibaba Cloud or another cloud platform, with resources defined in the project plan
Additional backup server	A backup server operating under the agreed policy
Distributed S3 object storage	A distributed object-storage deployment
Custom redundant high availability	Two-system active-active redundancy, with topology and failover defined in the design
Xinchuang environment	Deployment on platforms such as Kunpeng, subject to OS, architecture and component compatibility checks
AI compute server	Large-model deployment on compute infrastructure; models, model count and resources follow the implementation plan

Deployment architecture and server specifications are separate choices. Establish availability, backup and recovery requirements, then use Server Requirements and the Configuration Advisor to plan resources.

Optional Services and Maintenance Terms

Service	Selection notes
Annual standard maintenance	One year of technical support and updates; exact dates and service requirements follow the contract
On-site deployment	Agree on scope, personnel and travel arrangements separately
On-site training	Agree on audience, content, sessions and travel arrangements separately
Third-party security testing	Testing by an external organization, with scope and deliverables agreed in advance
Managed system maintenance	An annual arrangement with defined operational scope, access permissions and service boundaries

A perpetual software license does not include perpetual maintenance, ongoing updates or unlimited on-site visits. Annual subscription and annual maintenance terms also need separate confirmation. Updates, support and renewal after expiry follow the signed agreement. Managed maintenance still requires a customer-designated system owner, authorized contact and approval process.

Issue Handling

Submit the version, impact, time and reproduction steps through the 400 support hotline or your customer's dedicated WeChat group. Current contact details are on the BabelBird website.
The service team records and prioritizes the issue, involving developers when needed.
Obtain customer approval for controlled remote access; do not share plaintext passwords or unrelated business data.
Before upgrades, restarts, migration or on-site work, agree on impact, backups, maintenance windows and recovery.
Verify the result, document the conclusion and track unresolved follow-up items.

Before an Upgrade

Confirm version and license coverage, test business workflows and integrations, back up database and file data, and prepare rollback steps. Do not upgrade production without checking recovery and impact.

See support terms and the implementation process.