Customer Support Services
One Call, All Resolution
enterprise.huawei.com
Increasing complexity and competition in the enterprise networks and markets have brought great challenges to enterprise network operators:
High OPEX •
Security issues •
Efficiency of the problems resolution •
Subscriber Churn •
Higher requirements on network O&M capability as a result of •
large-scale application of new technologies
With full package of service solution offerings and flexible portfolio setup, Huawei is growing towards a world class leader in the enterprise service field, and offers our customers a comprehensive portfolio of high-quality customer support services, including remote support service, on-site support service, emergency recovery service, software support service, hardware support service, proactive support service, and multi-vendor maintenance service.
With these services, we are able to help customers:
improve O&M efficiency and reduce OPEX by sharing global •
service experience and providing spare parts management service ensure network operation security through contractual high-•
quality services
build up network brands and increase subscriber loyalty by •
ensuring high-quality network operation
improve network availability and increase revenues through quick •
service recovery and troubleshooting Acronym:
O&M: operation and maintenance OPEX: operational expense
Introduction
Customer Support Services
Remote support Services On-site Support Services Emergency Recovery Services Software Support Services Hardware Support Services Proactive Support Services Multi-vendor Maintenance Services Help Desk • Remote • Troubleshooting Online Technical • Support On-site • Troubleshooting On-site Hardware • Replacement Emergency • Recovery Service Software Update • Software Update • Implementation Advance • Replacement Equipment • Health Check Event On Duty • Outsourcing • Product Maintenance Service Auxiliary Product • Maintenance Service
There are Huawei Brand Service and Partner Collaborative Service differentiated by the delivery mode.
For the Huawei Brand Service, according to the different SLA and contents, is divided into Hi-Care Proactive service package(including Enhanced and Standard service levels) , Care On-site service package(including Premier, Enhanced and Standard service levels) and Hi-Care service package(including Premier, Enhanced and Standard service levels) , to meet the partner’s needs.
For the Partner Collaborative Service, according to the different SLA and contents, is divided into Co-Care On-site service package(including Premier, Enhanced, Standard and Basic service levels) and Co-Care service package(including Premier, Enhanced, Standard and Basic service levels), to meet the partner’s needs.
NBD: Next Business Day.
NBD-S: Next Business Day Shipment.
Service Packages
Huawei Brand Service
Partner Collaborative Service
On-site Troubleshooting 7*24*4H
•
Emergency Recovery 7*24*6H (Restoration Time)
•
Software Update Implementation
•
Equipment Health Check
•
Partner Value-Added Service Solutions
•
7*24*4H
Hi-Care Hi-Care On-site Hi-Care Proactive Co-Care Co-Care On-site Partner Service Solutions
Remote Support Services •
Advance Replacement •
Software Update •
Remote Support Services • Advance Replacement • Software Update • 5*8*NBD 5*8*4H 7*24*4H 5*8*NBD-S 5*8*NBD 5*8*4H 7*24*4H
Huawei provides back-to-back support for partners
On-site Hardware Replacement •
On-site Hardware Replacement • 5*8*NBD 5*8*4H 7*24*4H 5*8*NBD-S 5*8*NBD 5*8*4H 7*24*4H
Service
Offering Service Service Item
Hi-Care Hi-Care Onsite Hi-Care Proactive
Note
Standard Enhanced Premier Standard Enhanced Premier Standard Enhanced
Huawei Brand Service Remote Support Services
Help Desk 7*24 7*24 7*24 7*24 7*24 7*24 7*24 7*24 Coverage Time
Remote
Troubleshooting 5*8*60Min 5*8*60Min 7*24*30Min 5*8*60Min 5*8*60Min 7*24*30Min 7*24*30Min 7*24*30Min Response Time Online Technical
Support Yes Yes Yes Yes Yes Yes Yes Yes
Hardware Support Services
Advance
Replacement 5*8*NBD 5*8*4H 7*24*4H 5*8*NBD 5*8*4H 7*24*4H 7*24*4H 7*24*4H Delivery Time Software
Support Services
Software Update Yes Yes Yes Yes Yes Yes Yes Yes
Software Update
Implementation No No No No No No Yes Yes
On-site Support Services
On-site Hardware
Replacement No No No 5*8*NBD 5*8*4H 7*24*4H 7*24*4H 7*24*4H Response Time
On-site
Troubleshooting No No No No No No 7*24*4H 7*24*4H Response Time
Emergency Recovery Services Emergency Recovery Service No No No No No No No 7*24*6H (System
Recovery) Recovery Time Proactive Support Services Equipment Health Check No No No No No No 1 time per year 2 times per year Event On Duty Optional Optional Optional Optional Optional Optional Optional Optional
Service
Offering Service Service Item
Co-Care Co-Care Onsite
Note
Basic Standard Enhanced Premier Basic Standard Enhanced Premier
Partner Collaborative Service Remote Support Services
Help Desk 7*24 7*24 7*24 7*24 7*24 7*24 7*24 7*24 Coverage Time
Remote
Troubleshooting 5*8*60Min 5*8*60Min 5*8*60Min 7*24*30Min 5*8*60Min 5*8*60Min 5*8*60Min 7*24*30Min Response Time Online Technical
Support Yes Yes Yes Yes Yes Yes Yes Yes
Hardware Support Services
Advance
Replacement 5*8*NBD-S 5*8*NBD 5*8*4H 7*24*4H 5*8*NBD-S 5*8*NBD 5*8*4H 7*24*4H Delivery Time Software
Support Services
Software Update Yes Yes Yes Yes Yes Yes Yes Yes
Software Update Implementation No No No No No No No No On-site Support Services On-site Hardware
Replacement No No No No 5*8*NBD 5*8*NBD 5*8*4H 7*24*4H Response Time
On-site
Troubleshooting No No No No 5*8*NBD 5*8*NBD 5*8*4H 7*24*4H Response Time
Huawei Brand Service
Scope of Work for the services
Service Item
Huawei Brand Service
Partner Collaborative Service
HUAWEI
Partner
Help Desk HUAWEI ■
Remote Troubleshooting HUAWEI Level3 Level1&2
Online Technical Support HUAWEI ■
Advance Replacement HUAWEI ■
Software Update HUAWEI ■
Software Update Implementation HUAWEI / /
On-site Hardware Replacement HUAWEI ■
On-site Troubleshooting HUAWEI Level3 Level1&2
Emergency Recovery Service HUAWEI / /
Equipment Health Check HUAWEI / /
Event On Duty HUAWEI / /
■ Delivery Responsibility / Not involved
Level1: Basic technical support, with the basic complexity. The service level requires independent judgment and analysis of the simple script to determine the faults.
Level2: Advanced technical support, you need professional technical background.
Level3: Expert technical support, usually involving the very complex problems, for the product defects, the R & D engineers often need to participate.
Remote Support Services
Help Desk:• An interface and platform of customer support service. It provides the receiving, recording and trail of CSR (Customer Service Request).
Online Technical Support:
• Access to Huawei technical support
website, which provides customs with helpful maintenance experience, cases and technical support information on Huawei Products as well as software patch downloads.
Remote Troubleshooting:
• Including technical enquiry and problem
handling. The technical enquiry service provides consultation of non-faulty questions. The problem handling service provides solutions for network related problems.
On-site Support Services
On-site Hardware Replacement:• The Huawei engineer confirms
the problems caused by hardware failure, and appears on customers’ site to perform the hardware replacement operation. On-site Troubleshooting:
• The Huawei engineer goes to
customer's site to provide trouble shooting support, such as data collection, problem diagnosis, and solutions deployment.
Emergency Recovery Services
Emergency Recovery Service:• Provides customer remote or
on-site support to recover the function of equipment when network faces critical problems or in emergency situations.
Product Features
Software Support Services
Software Update:• Huawei provides the latest applicable software updates (including correction patch and minor version) to the customer. so as to keep the systems updated and running at their peak.
Software Update Implementation Service:
• Means the service for
installation the latest and appropriate applicable software updates provided by Huawei according to customer’s requirement.
Hardware Support Services
Advance Replacement:• Huawei spare center will send the
replacement parts in advance to the mutually agreed customer site within predefined timescale after Customer’s RMA (Returned Material Authorization) service request being confirmed.
Proactive Support Services
Equipment Health Check:• Periodically checks the data
configuration, running status information for Huawei-made equipments to find out potential problems, and provides customer audit report and suggestions.
Event On Duty:
• Provides technical support services based on
customer's request, such as support of network operations or cooperation with other vendors; holidays on duty for network safety guarantee.
Align ICT investments closely with business strategy and goals •
Move your environment from transactions to interactions •
Customer Benefits
Maintain system health and continually improve performance •
Speeding access to applications and services •
Professional:
• The service solutions are supported by experienced expert teams and high-efficiency processes Responsive:
• Fast response to customers' needs with our global and local service teams Customer Oriented:
• Focus on customer satisfaction and face challenges with customers together
Unique Advantages
Multi-vendor Maintenance Services
Outsourcing Product Maintenance Service:• Services provided
for the third party equipments, including Help Desk, Remote Support, On-site Support, Hardware Advance Replacement service, Software Update, Technical Support information sharing, technical meeting and reporting, as well as Health Check. Auxiliary Product Maintenance Service:
• Services provided for the
auxiliary products such as generators, powers, and air conditioners. The service elements include Remote Support, On-site Support, Spare Parts Replacement and Equipment Health Checks.
Well-established 3-Level Global Support System
Huawei has a 3-level global support service system, which enables us to provide high-quality customer support services to customers around the world.
Proven Customer Support Process
With many years experience, Huawei has established a set of highly efficient customer support service processes, aiming at providing professional and contractual support to customers.
Customer Support Capabilities
CUSTOMER Service Request Local Escalation HU A WEI Regional Escalation
Receive, register, analyze, filtrate, dispatch, handle and close customer requests
Support & Supervisor Support & Supervisor
Headquarters
Local TAC & Local Representative Office Local Spare Parts Warehouse GTAC Regional Spare Parts Center
R&D Global Spare Parts Center
Disaster Recovery
Network Inspection
Knowledge Mgt. Change Mgt. Version Mgt. Spare Parts Mgt. Preventative Maintenance Service
Spare Parts Services Technical Consultation Critical Incident Recovery
CSR A
ccepting and
Distributing Customer Service Satisfaction Survey Pr
ocess
Common Incident Recovery
Problem Analyzing and Solving
Worldwide TACs (Technical Assistance Center)
Huawei has established a hierarchical technical support organization with 2 Global TACs (GTAC), which provides 24 x 7 tier 2 support for other TACs and service branches globally by Follow the Sun operation, and 13 Language TACs (LTAC) , which provide customer support services for customers in over 120 countries round the clock.
English TAC America Mexico GTAC Mexico Spanish TAC Mexico English TAC Netherlands English TAC Romania Turkish TAC Turkey
Arabic and French TAC
Egypt Russian TAC Russia Chinese TAC China China GTAC
XiAn Japanese TAC
Japan English TAC India English TAC Malaysia Portuguese TAC Brazil
Global TAC Language TAC
Persian TAC
Spare Parts Centers Overview
Huawei has a world-wide spare parts support organization, including 1 GSOC(Global Spare Parts Operation Center) located in China, 9 RSOC's(Regional Spare Parts Operation Center), 2 RSLC( Regional Spare Parts Logistics Center) and 129+ country SOC's.
RSOC NA USA RSOC LA Mexico RSOC EU Hungary RSOC MENA Egypt RSOC CIS Russia GSOC SHENZHEN RSOC AP Malaysia RSOC India Inida RSOC China ShenZhen RSOC Brazil Brazil GSOC/SLC RSOC RSLC
Ensure the network operation — DAQIN line
Customer Challenges
GSM-R network of Daqin line is the only heavy haul train control network(20,000 ton), including hundreds of Huawei core-network, •
wireless and transmission equipments.
The network coverage is quite huge, and the equipments are complex. Huawei need to ensure the stability of the whole network. •
Huawei Solutions
Establish 7*24 maintenance service group, provide responsive and proactive MA service solution. •
Provide health check service every half a year to ensure the potential issues to be eliminated timely. •
Customer Benefits
Since the year of 2008, Huawei’s high-quality delivery of CS service ensures the network secure and reliable and effectively supports •
the safe operation of the train.
Copyright © Huawei Technologies Co., Ltd. 2012. All rights reserved.
No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd.
General Disclaimer
The information in this document may contain predictive statements including, without limitation, statements regarding the future financial and operating results, future product portfolio, new technology, etc. There are a number of factors that could cause actual results and developments to differ materially from those expressed or implied in the predictive statements. Therefore, such information is provided for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the information at any time without notice. Trademark Notice
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