---
id: "en/private-package-service"
title: "Service and Maintenance"
language: "en"
description: "Standard, cloud, Xinchuang, high-availability and AI compute deployment, annual maintenance, on-site services and managed operations."
canonical_url: "https://www.babel.cc/public/babelwiki/en/private-package-service.html"
markdown_url: "https://www.babel.cc/public/babelwiki/ai/en/private-package-service.md"
alternates: {"en": "https://www.babel.cc/public/babelwiki/ai/en/private-package-service.md", "zh": "https://www.babel.cc/public/babelwiki/ai/zh/private-package-service.md"}
reading_note: "文档记录不等于当前部署能力；以实际版本、授权模块与配置为准。保留原文的可选、限制及待确认说明，勿补猜接口。 / Documentation is not a guarantee for every deployment. Preserve optional-module requirements, limitations and unresolved API contracts."
---

# 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 |

## Deployment Options {#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](https://www.babel.cc/public/babelwiki/en/deployment-requirements.html) and the [Configuration Advisor](https://www.babel.cc/public/babelwiki/en/configuration-advisor.html) to plan resources.

## Optional Services and Maintenance Terms {#support-options}

| 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

1. 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](https://www.babel.cc/).
2. The service team records and prioritizes the issue, involving developers when needed.
3. Obtain customer approval for controlled remote access; do not share plaintext passwords or unrelated business data.
4. Before upgrades, restarts, migration or on-site work, agree on impact, backups, maintenance windows and recovery.
5. 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](https://www.babel.cc/public/babelwiki/en/terms-law-support.html) and the [implementation process](https://www.babel.cc/public/babelwiki/en/deployment-service-flow.html).