customer support services

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


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


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 No7*24*6H(System Recovery)

Recovery Time


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


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 Delivery Time


Software Update Yes Yes Yes Yes Yes Yes Yes Yes

Software Update Implementation

No No No No No No No No


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


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.



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 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 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 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.


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.



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.


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


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


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


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

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

, 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.

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

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