Customer Support Services

enterprise.huawei.
com
Customer Support Services

One Call, All Resolution
Introduction
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 highquality 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

Remote
support
Services
Help Desk
Remote
Troubleshooting
Online Technical
Support
On-site
Support
Services
Emergency
Recovery
Services
Software
Support
Services
On-site
Troubleshooting
Emergency
Recovery Service
Software Update
On-site Hardware
Replacement
Software Update
Implementation
Hardware
Support
Services
Proactive
Support
Services
Advance
Replacement
Equipment
Health Check
Event On Duty
Multi-vendor
Maintenance
Services
Outsourcing
Product
Maintenance
Service
Auxiliary Product
Maintenance
Service
Service Packages
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 HiCare service package(including Premier, Enhanced and Standard service levels) , to meet the partners 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 partners needs.
Partner Collaborative Service
Huawei Brand Service
Partner Value-Added Service Solutions
On-site Troubleshooting 7*24*4H

Emergency Recovery 7*24*6H (Restoration Time)
Software Update Implementation
Equipment Health Check
On-site Hardware Replacement

7*24*4H
Remote Support Services
Advance Replacement
Software Update

Advance Replacement
Software Update
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
5*8*NBD
5*8*4H
7*24*4H
5*8*NBD
5*8*4H
7*24*4H
Huawei provides back-to-back support for partners
Co-Care
Co-Care On-site
Partner Service Solutions
Hi-Care
Hi-Care On-site
Hi-Care Proactive
NBD: Next Business Day.

NBD-S: Next Business Day Shipment.

Service
Offering
Service
Remote
Support
Services
Hardware
Support
Services
Huawei
Brand
Service
Software
Support
Services
On-site
Support
Services
Emergency
Recovery
Services
Proactive
Support
Services
Service Item
Hi-Care
Standard
Hi-Care Onsite
Enhanced
Premier
Standard
Enhanced
Hi-Care Proactive
Premier
Standard
Enhanced
Note
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
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 Update
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Software Update
Implementation
No
No
No
No
No
No
Yes
Yes
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 Service
No
No
No
No
No
No
No
7*24*6H
(System
Recovery)
Recovery Time
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
Remote
Support
Services
Partner
Collaborative
Service
Hardware
Support
Services
Software
Support
Services
On-site
Support
Services
Co-Care
Service Item
Basic
Standard
Enhanced
Co-Care Onsite
Premier
Basic
Standard
Enhanced
Premier
Note
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
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
Software Update
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Software Update
Implementation
No
No
No
No
No
No
No
No
On-site Hardware
No
Replacement
No
No
No
5*8*NBD
5*8*NBD
5*8*4H
7*24*4H
Response Time
On-site
Troubleshooting
No
No
No
5*8*NBD
5*8*NBD
5*8*4H
7*24*4H
Response Time
No
Delivery Time
Scope of Work for the services

Service Item

HUAWEI
Partner
Help Desk
HUAWEI
Remote Troubleshooting
HUAWEI
Level3
Online Technical Support
HUAWEI
Advance Replacement
HUAWEI
Software Update
HUAWEI
Software Update Implementation
HUAWEI
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&2
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.
Huaweis responsibility of the Collaborative Service is just for the partners.
Product Features
Software 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.
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 customers requirement.
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 onsite support to recover the function of equipment when network
faces critical problems or in emergency situations.
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 Customers RMA (Returned
Material Authorization) service request being confirmed.
Proactive Support Services
Multi-vendor Maintenance 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.
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.
Customer Benefits
Align ICT investments closely with business strategy and goals
Maintain system health and continually improve performance
Move your environment from transactions to interactions
Speeding access to applications and services
Unique Advantages
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
Customer Support Capabilities

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.
R&D
Headquarters
Global Spare Parts Center
Support & Supervisor
HUAWEI
Regional
Escalation
GTAC
Regional Spare Parts Center

Escalation
Support & Supervisor
Local
Local TAC & Local Representative Office
Local Spare Parts Warehouse
Service Request
Receive, register, analyze, filtrate,

dispatch, handle and close customer requests
CUSTOMER
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.
Disaster Recovery
Technical Consultation
Critical Incident Recovery
Problem Analyzing
and Solving
Common Incident Recovery
Network Inspection
Preventative Maintenance Service
Knowledge Mgt.
Change Mgt.
Version Mgt.
Spare Parts Mgt.
Customer Service Satisfaction Survey Process
CSR Accepting and

Distributing
Spare Parts 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.
Russian TAC
English TAC
Netherlands
Russia
English TAC
Romania
English TAC
China GTAC
Turkish TAC
America
Turkey
XiAn
Persian TAC
Iran
Mexico GTAC
Egypt
Spanish TAC
Japan
Chinese TAC
China
Arabic and French TAC
Mexico
Japanese TAC
English TAC
India
Mexico
English TAC
Malaysia
Portuguese TAC
Brazil
Global TAC
Language 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 CIS
Russia
RSOC EU
Hungary
RSOC NA
USA
RSOC China
ShenZhen
GSOC
RSOC LA
SHENZHEN
RSOC MENA
Mexico
RSOC India
Egypt
Inida
RSOC Brazil
RSOC AP
Brazil
Malaysia
GSOC/SLC
RSOC
RSLC
Success Stories
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, Huaweis high-quality delivery of CS service ensures the network secure and reliable and effectively supports
the safe operation of the train.
Customer Support Services 10
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.
Trademark Notice
, HUAWEI, and
are trademarks or registered trademarks of Huawei Technologies Co., Ltd.
Other trademarks, product, service and company names mentioned are the property of their respective owners.
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
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
is provided for reference purpose only and constitutes neither an offer nor an
acceptance. Huawei may change the information at any time without notice.
www.huawei.com

Customer Support Services

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Customer Support Services

Uploaded by

Copyright:

Available Formats

enterprise.huawei.