Customer Support ServicesOne Call, All Resolution
enterprise.huawei.com
1 Customer Support Services
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
2Customer Support Services
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) , Hi-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 ServicePartner 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 ProactiveCo-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
3 Customer Support Services
Service Offering
Service Service ItemHi-Care Hi-Care Onsite Hi-Care Proactive
NoteStandard 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 No7*24*6H(System Recovery)
Recovery Time
Proactive Support Services
Equipment Health Check
No No No No No No1 time per year
2 times per year
Event On Duty Optional Optional Optional Optional Optional Optional Optional Optional
Service Offering
Service Service ItemCo-Care Co-Care Onsite
NoteBasic 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
Partner Collaborative Service
4Customer Support Services
Scope of Work for the services
Service Item Huawei Brand ServicePartner 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.
Huawei’s responsibility of the Collaborative Service is just for the partners.
5 Customer Support Services
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.
6Customer Support Services
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 BenefitsMaintain 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.
7 Customer Support Services
Well-established 3-Level Global Support SystemHuawei 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 ProcessWith 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
AW
EI
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 RecoveryC
SR A
cceptin
g an
d D
istributin
g
Custo
mer Service Satisfactio
n Survey Pro
cess
Common Incident Recovery
Problem Analyzing and Solving
8Customer Support Services
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 TACAmerica
Mexico GTACMexico
Spanish TACMexico
English TAC Netherlands
English TACRomania
Turkish TACTurkey
Arabic and French TACEgypt
Russian TACRussia
Chinese TACChina
China GTACXiAn Japanese TAC
Japan
English TACIndia
English TACMalaysia
Portuguese TACBrazil
Global TAC Language TAC
Persian TACIran
9 Customer Support Services
Spare Parts Centers OverviewHuawei 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 NAUSA
RSOC LAMexico
RSOC EUHungary
RSOC MENAEgypt
RSOC CISRussia
GSOCSHENZHEN
RSOC APMalaysia
RSOC IndiaInida
RSOC ChinaShenZhen
RSOC BrazilBrazil
GSOC/SLC RSOC RSLC
10Customer Support Services
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 SolutionsEstablish 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 BenefitsSince 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.
Success Stories
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HUAWEI TECHNOLOGIES CO., LTD.
Huawei Industrial Base
Bantian Longgang
Shenzhen 518129, P.R. China
Tel: +86-755-28780808
Version No.: M3-142070799-20120223-C-1.0
www.huawei.com