ChannelService ProgrammeOverviewHuawei Enterprise Western Europe

HUAWEI TECHNOLOGIES CO., LTD.A better way. Together.

channelroad

“Partnering along the new Silk Road”

As a leading, global provider of ICT products and services for over 20 years

Huawei is very well positioned to deliver high-quality services to partners

and customers anywhere in the world, any time of the day or night. Our

unrelenting focus on customer success in collaboration with our partners

significantly increases the value enterprises enjoy from our solutions. We

will continue to build strong partnerships to further enhance the service

capabilities for the benefit of our enterprise customers.

Hank STOKBROEKXDirector, WEU Enterprise Services

Huawei - Global Service Leader

Huawei is a leading global information and communications technology

(ICT) solutions provider with products and services deployed in over 140

countries. Huawei Enterprise is one of three major businesses groups and

offers comprehensive solutions and services across IP network infrastructure,

unified communications and collaboration (UC&C), cloud computing,

storage, security, server & data centre.

With years of experience in working with the challenges facing organizations

on a daily basis, we understand customer needs and are committed to

providing wide-ranging and highly efficient ICT solutions and services for

enterprise customers – wherever they are. Our aim is to establish long-

term, lasting relationships with our partners enabling us to jointly supply

our customers with creative, cost-effective solutions and support them with

services that help to build high quality networks, assure network operation,

and maintain competitive advantage.

Huawei Service Portfolio - How we deliver for your customers

The Huawei service lifecycle model has been developed specifically with partners in mind. As a result the

model is able to complement partners service capabilities as required. Each component of the Service Lifecycle

(Plan, Design, Implement, Operate and Improve) can be used independently and can be incorporated into the

partner’s service offering to the end-customer. This enables the partner to both offer a seamless lifecycle service

and receive on the job, real life customer experience to enhance the partners own capabilities.

Tailored for the needs of the channel, Huawei has developed a range of support services that can either be added

to a partner’s existing offering and sold to end user customers today (Hi-Care), or alternatively, fully support

partners in building their own customer offerings (Co-Care), all underwritten by Huawei.

Hi-Care offers a Huawei branded service utilizing the Huawei Support platform capabilities in delivering

comprehensive technical support to customers.

The Hi-Care services portfolio includes:

• Technical Support (Level 1, 2 and 3) – for the remote restoration of software related issues

• Spare Parts Support (with optional On-site Installation) – for hardware related issues

• Software Support – updates to resolve software defects

• Online Support – access to the Huawei support website for information and tools

Co-Care utilizes the Huawei Support platform capabilities in delivering comprehensive technical support to

Huawei’s Service Partners.

The Co-Care services portfolio includes:

• Technical Support (Level 3) – for the remote restoration of network related issues

• Spare Parts Support – for hardware related issues

• Software Support – updates to resolve software defects

• Online Support – access to the Huawei support website for information and tools

Hi-Care Sell / Resell

Co-Care Delivery (L3 + Spares)

Co-Care Purchase

Hi-Care Delivery

Partner Branded Services Delivery (L1/L2)

Platinum Partner(4-star)

Gold Partner(3-star)

Service GTM Strategy (Hi-Care)

Service GTM Strategy (Co-Care)

Enterprise Customer

Enterprise Customer

VAP (5-star)Distributor

Huawei

Independent CSP(3-4-5-star)

Distributor VAP (5-star)

Huawei

Platinum Partner(4-star)

Gold Partner(3-star)

AuthorizedPartner

Huawei has 1300 service staff globally to deliver services in more than

150 countries. Through 129 country spare parts centers, more than

300 field stock locations, 2 Global TAC and 13 regional TAC’s, Huawei

provides worldwide 7×24 service support.

To guarantee this best in class end-to-end Service, Huawei has established

5 main Centers of Excellence to increase the efficiency and effectiveness

of our service delivery to partners and customers.

Centers of excellence

Customer Support Centre

The Huawei Customer Support Centre (CSC) provides a uniform and single

point of customer contact for all enquiries regarding pre and post sales

as well as training, marketing and channel support.

European based, the CSC is staffed with multi lingual Customer Service

Representatives equipped with state-of-the-art communications technology

for a prompt response to all partner and customer inquiries, 24 hours per

day, 7 days per week.

Technical Assistance Centre

Huawei’s centralized Technical Assistance Center (TAC) provides post

sales support to Huawei Enterprise partners and customers across

Western Europe.

Continuously staffed by Huawei engineers holding the highest and most up-

to-date certification levels, the TAC is fully equipped with state of the art

diagnostic technology to ensure the efficient replication of reported issues

and to enable quick and effective remote access to customer networks. The

TAC is constantly collaborating with our GTAC’s (Global Technical Assistance

Centers) in Mexico and China where product experts and R&D engineers are

available around the clock.

Knowledge Management is available for partners and customers to

benefit from the availability of online information on various topics ranging

from basic knowledge to troubleshooting knowledge, software downloads,

user manuals, known reported issues and Product Lifecycle notifications.

To ensure maximum effort and continuous focus on ensuring service levels

are being fully met, Huawei deploys an escalation model. In addition to

this, the on duty TAC Manager is available to answer partner and customer

requests any time when required.

Huawei CSC can be reached either by

phone (International toll free number)

+800-33888888

or e-mail

weusupport@huawei.com

or visit our support website at

support.huawei.com/enterprise

Huawei Training and Certification Portfolio

By listening to and understanding the needs of our partners and customers, Huawei has

developed the very best training solutions. Combined with a deep understanding of industry

drivers, Huawei provides multiple technology-specific training and development opportunities

to suit the needs of a range of different industries.

Based on IP, IT, UC&C and ICT converged technologies, Huawei provides four training

certification levels, “Associate”, “Professional”, “Expert” and “Architect”.

We can also offer a fast track training programme for those who have gained similar

certification from other vendors. For example, those who already have a CCNP or JNCIP can

register for HCDP-Fast Track taking just 5 days followed by one single exam.

In addition to offering a best-in-class Certification Portfolio, Huawei also offers a full range

of Product and Solution specific training courses to give more detailed, in-depth insights into

the relevant products and solutions.

Huawei Training & Certification Portfolio

Supply Chain Management

Huawei’s Global Supply Chain operation system has been

created to enable an accurate, reliable, predictable and fast

response which meets the needs of partners and customers

for the shortest possible lead times between order and

delivery. To achieve this response worldwide, Huawei’s Supply

Chain organization incorporates a number of specialist Global

Supply Centers (China, Brazil, Mexico, India and Hungary) as

well as Regional Supply Centers (Amsterdam, The Netherlands

for WEU Region) all designed to enable a quick and easy

delivery of all our Products and Solutions wherever they are

needed.

Mexico

Brazil

Ghana

NetherlandsHungary

Dubai

India

ChinaShenzhen/ Dongguan

Singapore

Supply center Regional Hub

INTERNATIONAL LOGISTIC SERVICE PROVIDERS

+ 129 CSPC (Country Spare Parts Centers)

+ 300 FSL (Field Stock Locations)

• Web-based user interface available to all users

• End to End Real-time visibility• Configurationaccordingtouser

requirements

SOPHISTICATED IT PLATFORM-PARTS SERVICE DELIVERY SYSTEM (PSDS)

Spare Parts Management

Based on long term experience in the highly demanding Carrier

infrastructure market, Huawei has developed an integrated,

Global Spare Parts Platform infrastructure to provide a best-

in-class Spares Management service wherever needed. Built

on a 3-layer Global, Regional and Country model, Huawei is

able to accomplish on time delivery of Spare Parts anywhere

within the agreed Service Level. This service enables partners

and customers to benefit from many years of experience in

planning and dimensioning of spare parts through the entire

Product lifecycle.

Service

Elements

Customer Support

Center7*24

5*9*NBD-

Shipment

7*24

5*9*4hrs

7*24

5*9*4hrs

7*24

5*9*NBD-

Delivery

7*24

5*9*NBD-

Delivery

7*24

7*24*4hrs

7*24

7*24*4hrs

Remote Technical

Support

(Priority 1 CSRs)

7*24*30min 7*24*30min 7*24*30min7*24*30min 7*24*30min7*24*30min 7*24*30min

Remote Technical

Support

(Priority 2 CSR)9x5*4hrs 9x5*4hrs 9x5*4hrs9x5*4hrs 9x5*4hrs9x5*4hrs 9x5*4hrs

Remote Technical

Support

(Priority 3 & 4 CSRs)9x5*NBD 9x5*NBD 9x5*NBD9x5*NBD 9x5*NBD9x5*NBD 9x5*NBD

Software

Maintenance

Online Support

Web Access

Spares Support

Installation Service

Spares Support

Logistics Service

Yes

Yes

No

NBD-

Shipment

Yes

Yes

No

SBD-

Delivery

Yes

Yes

Yes

SBD-

Delivery

Yes

Yes

No

NBD-

Delivery

Yes

Yes

Yes

NBD-

Delivery

Yes

Yes

No

4hrs

Delivery

Yes

Yes

Yes

4hrs

Delivery

IP Products

IT Products

SecoSpace

UCC Products

UCC Products

IP Products

IT Products

SecoSpace

X

X

X

X

X

X

X

X

X

X

X

X

X X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

XHi-Care Support

Packages

Co-Care Support

Packages

Basic EnhancedEnhancedOn-Site

StandardStandardOn-Site

PremierPremierOn-Site

Support Package Table

Copyright © Huawei Technologies Co., Ltd. 2012. All rights reserved.

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 DisclaimerThe information in this document may contain predictive statements including, without limitation, statements regardingthefuturefinancialandoperatingresults,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.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.

HUAWEI TECHNOLOGIES CO.,LTD.Huawei Industrial Base

Bantian LonggangShenzhen 518129,P.R.China

Tel: +86 755 2878080808

www.huawei.com

Join the Silk Road to channel success.

One Europe, One Number

00800 33 888 888 enterprise.huawei.com

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