Customer Support Services

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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

Customer Support Services Remote support Services

•• Help Desk •• Remote Troubleshooting •• Online Technical Support

1

On-site Support Services

Emergency Recovery Services

Software Support Services

•• On-site Troubleshooting

••Emergency Recovery Service

•• Software Update

•• On-site Hardware Replacement

Customer Support Services

•• 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 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.

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

•• On-site Hardware Replacement 7*24*4H •• Remote Support Services •• Advance Replacement •• Software Update

•• Remote Support Services •• 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.


2

Huawei Brand Service Service Offering

Service

Remote Support Services

Hardware Support Services


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

Partner Collaborative Service Service Offering

Service

Remote Support Services

Partner Collaborative Service

Hardware Support Services Software Support Services On-site Support Services

3

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


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


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


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


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


Partner Collaborative Service HUAWEI

Partner

Help Desk

HUAWEI


HUAWEI

Level3


HUAWEI

■

Advance Replacement

HUAWEI

■

Software Update

HUAWEI

■


HUAWEI

/

On-site Hardware Replacement

HUAWEI


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. Huawei’s responsibility of the Collaborative Service is just for the partners.


4

Product Features Remote Support Services

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 customer’s 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.

5


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

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


6

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.

7


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


8

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

9


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, Huawei’s 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

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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.

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Customer Support Services

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