Huawei Hi-Care Onsite Support Service Description (V1.3)

Huawei Hi-Care Onsite Support Service Description
Huawei Hi-Care Onsite Support
Service Description
(V1.3)
Huawei Technologies Co., Ltd.
This document will take effect as of Jun 01, 2014.
© Copyright Huawei Technologies Co., Ltd. 2014.
Huawei Hi-Care Onsite Support Service Description
Preface
This document describes the Hi-Care Onsite maintenance service of Huawei
Technologies Co., Ltd. (hereinafter referred to as "Huawei"), including the definition,
standards, and service items, to help Huawei's distributors, service partners, and end
users better understand Huawei's maintenance service and policies.
For the latest information about Huawei's Hi-Care Onsite maintenance service, log in
to Huawei's website (http://enterprise.huawei.com/) or call Huawei's customer support
service hotline.
Service Guidelines
Huawei is committed to providing professional and quality services for our customers
quickly and enthusiastically.
Huawei hotline is available 24 hours a day, 7 days a week.
Please refer the Appendix 2 Service Guidelines for more information.
Technical support mailbox: EUsupport@huawei.com
Note: To ensure that Huawei can quickly respond to you, please provide the following
information in detail when you raise a service request:
(1) Contact person and telephone number
(2) Serial number or bar code of the defective equipment
(3) Detailed description of the fault
(4) Measures that have been taken
(5) Possible causes of the fault
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 1 of 25
Huawei Hi-Care Onsite Support Service Description
Requirements to obtain Huawei Maintenance Service
Note: The services listed in this document can be provided only for products that meet
the following requirements:
1.
You have purchased the service for the applicable product from Huawei and
the contract is valid. The service applies only to the hardware and software
stipulated in the contract and the hardware and software for which you have
legally acquired a proper license.
2.
Huawei provides the services listed in this document only in CEE&Nordic
European regions and countries. If you move the hardware to other countries
or regions, Huawei will not provide the services mentioned in this document.
3.
Huawei only provides Hi-Care Onsite maintenance service for Huawei
products that meet the following requirements: (1) The products are sold in
CEE&Nordic European regions through Huawei's sales channels; (2) The
products are in good condition and are not customized by users or third
parties.
How to Obtain the Service
You can obtain Huawei's Hi-Care Onsite maintenance service in either of the
following ways:
1.
If your products are within the warranty period, you can purchase the Hi-Care
Onsite maintenance service based on the requirement to obtain higher-level
service support.
2.
If your product warranty expires, you can purchase the Hi-Care Onsite
maintenance service from Huawei to extend the warranty.
3.
You can request services by calling Huawei service hotline or visiting Huawei
website. Huawei will contact you as soon as possible after receiving your
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 2 of 25
Huawei Hi-Care Onsite Support Service Description
request. You can also get more information about Huawei services or
purchase them from Huawei's offices and authorized resellers.
1
Applicability
This document is applicable to Huawei's Enterprise Networking products, Unified
Communications and Collaboration (UC&C) products, IT products (servers and
storage products) and Network Energy products.
2
Service Overview
The Hi-Care Onsite maintenance service is an advanced maintenance service solution
developed for the customers who purchase Huawei products. Through this solution,
Huawei not only provides warranty services, but also responds to your requests for
remote troubleshooting and advance hardware replacement within the shortest time.
The solution also provides onsite technical support for you to help you maintain a
more efficient and stable network environment and improve network productivity.
With the Hi-Care Onsite maintenance service solution purchased by you on the
PO/contract, Huawei shall provide the services described in the following sections.
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 3 of 25
Huawei Hi-Care Onsite Support Service Description
2.1
Hi-Care Onsite Standard Service
No.
Service Item
1
Help Desk
Description
Available 24 hours a day, 7 days a week.
Available 24 hours a day, 7 days a week;
For Priority 1, respond within 30 minutes;
2
Remote troubleshooting
For Priority 2 calls, within 60 minutes;
For Priority 3 calls, within 2 hours;
For Priority 4 calls, within NBD.
3
Access to Huawei.com
Including technical information sharing and patch
downloading.
4
Download of software
updates
Providing the maintenance releases (patches and minor
releases) of host software versions.
Advance hardware
replacement
Available 9 hours a day, 5 days a week; Replacement
parts will arrive the next Business Day (NBD) where
available after Huawei deems a spare part is necessary
and RMA number generates.
For service requests received after 15:00, Huawei will
ship the replacement parts the next Business Day.
5
6
2.2
Onsite hardware
replacement
Available 9 hours a day, 5 days a week. Huawei engineers
arrive at the site the next Business Day (NBD) where
available after Huawei determines that onsite service is
required.
For service requests received after 15:00, Huawei will
send engineer to the site the next Business Day.
Hi-Care Onsite Enhanced Service
No.
Service Item
1
Help Desk
2
Remote
troubleshooting
3
Access to Huawei.com
Description
Available in 24 hours a day, 7 days a week.
Available 24 hours a day, 7 days a week.
4
5
For Priority 1, respond within 30 minutes;
For Priority 2 calls, within 60 minutes;
For Priority 3 calls, within 2 hours;
For Priority 4 calls, within NBD.
Including technical information sharing and patch
downloading.
Download of software Providing the maintenance releases (patches and minor
updates
releases) of host software versions.
Advance
hardware
Available 9 hours a day, 5 days a week. Replacement parts
replacement
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 4 of 25
Huawei Hi-Care Onsite Support Service Description
will arrive within the following time period based on
Priority Level after Huawei deems a spare part is necessary
and RMA number generates.
Priority 1and Priority 2 calls: within 4hours;
Priority 3and Priority 4 calls: within NBD.
For service requests received after 13:00, Huawei will
deliver the replacement parts the morning of the next
Business Day.
6
Onsite
replacement
Available 9 hours a day, 5 days a week. Huawei engineers
arrive at the site within the following time period based on
Priority Level after Huawei determines that onsite service
hardware is required.
Priority 1and Priority 2 calls: within 4 hours;
Priority 3and Priority 4 calls: within NBD.
For service requests received after 13:00, Huawei engineer
will arrive at the site the morning of the next Business Day.
2.3
Hi-Care Onsite Premier Service
No.
Service Item
Description
1
Help Desk
2
Remote
troubleshooting
3
Access to Huawei.com
Including technical information sharing and updates
downloading.
4
Download of software
updates
Providing the maintenance releases (patches and minor
releases) of host software versions.
Available in 24 hours a day, 7 days a week.
Available 24 hours a day, 7 days a week.
5
Advance hardware
replacement
6
Onsite hardware
replacement
2014-01-01
For Priority 1, respond within 30 minutes;
For Priority 2 calls, within 60 minutes;
For Priority 3 calls, within 2 hours;
For Priority 4 calls, within NBD.
Available 24 hours a day, 7 days a week. Replacement
parts will arrive within the following time period based on
Priority Level after Huawei deems a spare part is necessary
and RMA number generates.
Priority 1and Priority 2 calls: within 4hours;
Priority 3and Priority 4 calls: within NBD.
Available 24 hours a day, 7 days a week. Huawei engineers
arrive at the site within the following time period based on
Priority Level after Huawei determines that onsite service
is required.
Priority 1and Priority 2 calls: within 4 hours;
Priority 3and Priority 4 calls: within NBD.
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 5 of 25
Huawei Hi-Care Onsite Support Service Description
2.4
Hi-Care Onsite Premier+ Service
No.
Service Item
1
Help Desk
2
Remote
troubleshooting
3
Access to Huawei.com
4
Download of software
updates
5
Advance hardware
replacement
6
Onsite hardware
replacement
7
Onsite troubleshooting
Description
Available in 24 hours a day, 7 days a week.
Available 24 hours a day, 7 days a week.
Equipment health
check
Service support plan
and report
8
10-
For Priority 1, respond within 30 minutes;
For Priority 2 calls, within 60 minutes;
For Priority 3 calls, within 2 hours;
For Priority 4 calls, within NBD.
Including technical information sharing and patch
downloading.
Providing the maintenance releases (patches and minor
releases) of host software versions.
Available 24 hours a day, 7 days a week. Replacement
parts will arrive within the following time period based on
Priority Level after Huawei deems a spare part is necessary
and RMA number generates.
Priority 1and Priority 2 calls: within 2 hours;
Priority 3and Priority 4 calls: within NBD.
Available 24 hours a day, 7 days a week. Huawei
engineers arrive at the site within the following time period
based on Priority Level after Huawei determines that
onsite service is required.
Priority 1and Priority 2 calls: within 2 hours;
Priority 3and Priority 4 calls: within NBD.
Twice a year.
Yes
Notes:
1. The software update service is provided only for host software versions rather than service
software (for example, network management software).
2. The Hi-Care Onsite Premier+ Service can be sold only under certain scenarios after approved
by HQ.
3
Service Description
3.1
Help Desk
Huawei provides a 24-hour Help Desk hotline (Please refer the Appendix 2 Service
Guidelines for more information) for you to obtain after-sales technical supports (for
example, to declare equipment faults and request repair of hardware), enquire about
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 6 of 25
Huawei Hi-Care Onsite Support Service Description
Huawei products and service policies, and submit complaints or suggestions.
By leveraging advanced management methods and technologies, Huawei's technical
support center responds to all calls in real time and transfers the calls to the
corresponding technical engineers in the shortest possible time.
The technical engineers handle the fault in real time.
The entire service process is recorded and tracked in IT systems to ensure that each of
the service requests raised by you can be handled in a timely and efficient manner.
Responsibility Matrix
No.
1
2
3
4
5
6
7
3.2
Activity
Huawei's
Responsibility
Your
Responsibility
Provide Help Desk hotline number.
Owner
-
Owner
Assistant
Assistant
Owner
Owner
Assistant
Owner
-
Owner
Assistant
Owner
Assistant
Receive and confirm the service request (SR)
and create a SR ticket in the IT system.
Provide the serial number or bar code of the
defective equipment.
Divide the problems submitted by you into
different types and levels.
Distribute the SR tickets and track the problem
resolution progress.
Conduct a customer satisfaction survey on
problem resolution.
Verify that the problems are resolved and close
the problem.
Remote Troubleshooting
After receiving a service request for rectifying a network or system fault, Huawei
engineers will first analyze and handle the fault remotely and then rectify it in the
shortest possible time. There are two methods of remote troubleshooting: telephone
support and remote access.
(1) Telephone Support
After receiving a service request from you, Huawei engineers will respond to you
through phone calls within the time period defined in the Service Level Agreement
(SLA) and help you analyze and locate the problem. Then the engineers provide a
solution and guide you in implementing the solution.
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 7 of 25
Huawei Hi-Care Onsite Support Service Description
(2) Remote Access
If the fault or problem cannot be handled through telephone support, with your
permission, Huawei engineers will log in to the faulty equipment through a remote
terminal to investigate the problem and collect data. After analyzing the causes, the
engineers propose a solution and guide you in implementing it. If necessary, the
engineers will operate the equipment remotely.
Responsibility Matrix
No.
1
2
3
4
5
6
7
8
9
10
3.3
Activity
Provide the channels for raising a service
request.
Respond to a service request within the
SLA-defined time period.
Escalate the problem to the corresponding
expert support team if necessary.
Provide the information required to locate the
problem, including the serial number or bar
code of the equipment, equipment location, and
description of the fault as well as other
information that is required to analyze the
problem, such as alarms, logs, performance
measurement results, and operation records.
Provide a remote access channel and an account
and password for temporary access. Grant
Huawei engineers with the remote access
permission.
Confirm that the remote access permission has
been obtained. Handle the problem through
remote access if necessary.
Locate and handle the problem remotely.
Provide a temporary solution and restore the
system to its previous state before the fault
occurs if necessary.
Implement the solution and validate the
effectiveness.
Confirm the effectiveness of the solution and
provide the status of the problem.
Huawei's
Responsibility
Your
Responsibility
Owner
-
Owner
Assistant
Owner
-
Assistant
Owner
-
Owner
Owner
Assistant
Owner
Assistant
Owner
Assistant
Assistant
Owner
-
Owner
Download of Software Updates
To ensure that the equipment purchased by you can run stably, Huawei provides
software correction patches. A patch is software designed by Huawei to fix the bugs
found in the original licensed software when the software is running. All software
patches have been verified and improved in the practical application environment or a
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 8 of 25
Huawei Hi-Care Onsite Support Service Description
simulated trial network and can remove or correct hidden problems in the original
licensed software.
Notes:
1. You can obtain software patches from Huawei's technical support website. It’s your
responsibility in installing the patches.
2. This service does not include upgrading software or providing a new function or feature.
3. This service applies only to host software versions rather than service software (for example,
network management software).
3.4
Access to Huawei.com
Huawei's website provides technical materials about the products, such as product
manuals, configuration guides, networking cases, and maintenance experiences. After
obtaining website access permissions, you can download documents, get up-to-date
information of maintenance experiences and skills, and learn about the latest
products.
Huawei technical support website:Enterprise.huawei.com
3.5
Advance hardware replacement
Huawei provides advance hardware replacement services to help you cope with your
urgent needs of Spare Parts.
Advance hardware replacement is a service that entitles you to receive advance
replacement of hardware Huawei deems a spare part is necessary and RMA number
generates. Please return the defective equipment to a designated Huawei site within
15 business days upon receipt of the replacement equipment. In the event the
equipment is not returned in this period Huawei reserves the right to charge you
then-current list price of the Spare Parts provided.
The replacement equipment may be new or an equivalent with the same functions. If
the product is no longer in production and is out of stock, Huawei will provide
another type of equipment or board with performance equal to or better than the
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 9 of 25
Huawei Hi-Care Onsite Support Service Description
original.
You will own the replacement unit provided by Huawei, while Huawei will own the
defective unit.
If you cannot return the faulty unit to Huawei due to data security, privacy, or other
reasons, you can purchase the service for retaining the defective unit.
For a product that has been replaced by Huawei, you are entitled to either of the
following services (whichever is longer):
(1)
A 90-day warranty starting from the date when the good equipment is
shipped or the date when the equipment is replaced
(2)
The remaining maintenance service of the original equipment
Huawei provides advance hardware replacement services based on the SLA in the
following cities:
Service Level
Response Time
Hi-Care Onsite Standard
Hi-Care Onsite Enhanced
Hi-Care Onsite Premier
Available 9 hours a day, 5 days a week; Replacement parts will
arrive the next Business Day (NBD) where available after Huawei
deems a spare part is necessary and RMA number generates.
For service requests received after 15:00, Huawei will ship the
replacement parts the next Business Day.
Available 9 hours a day, 5 days a week. Replacement parts will
arrive within the following time period based on Priority Level
after Huawei deems a spare part is necessary and RMA number
generates.
Priority 1and Priority 2 calls: within 4hours;
Priority 3and Priority 4 calls: within NBD.
For service requests received after 13:00, Huawei will deliver the
replacement parts the morning of the next Business Day.
Available 24 hours a day, 7 days a week. Replacement parts will
arrive within the following time period based on Priority Level
after Huawei deems a spare part is necessary and RMA number
generates.
Priority 1and Priority 2 calls: within 4hours;
Priority 3and Priority 4 calls: within NBD.
Hi-Care Onsite Premier+
2014-01-01
Available 24 hours a day, 7 days a week. Replacement parts will
arrive within the following time period based on Priority Level
after Huawei deems a spare part is necessary and RMA number
generates.
Priority 1and Priority 2 calls: within 2 hours;
Priority 3and Priority 4 calls: within NBD.
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 10 of 25
Huawei Hi-Care Onsite Support Service Description
Notes:
1.
2.
1)
2)
Service delivery is based on commercially reasonable effort.
The replacement cycle may be prolonged for the following reasons:
Your site does not included in the applicably city.
The spare parts fail to arrive at the site within the defined time frame due to
transportation or postal problems.
For details about the response time, see Chapter 4 "Standards of the Hi-Care Onsite
Maintenance Service".
Responsibility Matrix
No.
1
2
3
4
Activity
Fill out the Service Request Form to get
hardware support services.
Send the replacement equipment to a site
designated by you.
Sign the Proof of Delivery (POD). Check
whether the received equipment can operate
normally and conforms with your application
Return the defective equipment to a warehouse
designated by Huawei within the defined time
frame.
5
Fill out a fault tag for each defective unit.
6
Sign the POD and acceptance report after
confirming that the received equipment is
consistent with your application
Huawei's
Responsibility
Your
Responsibility
Assistant
Owner
Owner
-
-
Owner
-
Owner
Assistant
Owner
Owner
-
Notes:
1. When you submit a Return Material Authorization (RMA) request, please fill out the fault tag
and Service Request Form and then send them to Huawei through fax or email. Huawei is not
responsible for any delay or other unexpected result that is caused by your fault, such as lack
of information or inaccurate information provided.
2. If you move a piece of equipment included in the equipment list to another location, please
notify Huawei within 30 days after moving, and Huawei will start the maintenance of the
equipment within 30 days after receiving your notice.
3. If you modify the parameters or configurations of a product, including upgrading the product
or modifying the configurations of the Field Replaceable Unit (FRU), please notify Huawei
within 5 days after modification.
4. It is highly recommended to keep the packaging (including antistatic and foam packaging) of
the returned product unchanged. If the original packaging cannot be used, please ensure the
packaging of the returned product meets the transportation requirements and the returned
product is transported without any damage.
5. Advance hardware replacement does not apply to special hardware and software, such as
hardware and software customized by you.
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 11 of 25
Huawei Hi-Care Onsite Support Service Description
3.6
Onsite hardware replacement
If you have purchased Huawei's Hi-Care Onsite maintenance service, Huawei will
first handle the problem remotely. If the problem cannot be resolved without replacing
the hardware, Huawei will assign experienced technical support engineers to your site
within the time period defined in the SLA. The engineers will replace the hardware
and rectify the fault to restore your system.
After replacing the hardware, Huawei engineers will take the defective equipment
back to Huawei. If they cannot take the defective equipment away, Please return the
defective parts to a designated Huawei site within 15 business days. If you cannot
return the defective equipment due to data security or other reasons, you can buy the
Defective Parts Retention Service from Huawei.
Huawei provides onsite hardware replacement services based on the SLA in the
following cities:
Service Level
Hi-Care Onsite
Standard
Hi-Care Onsite
Enhanced
Hi-Care Onsite
Premier
Response Time
Available 9 hours a day, 5 days a week. Huawei engineers arrive at
the site the next Business Day (NBD) where available after Huawei
determines that onsite service is required.
For service requests received after 15:00, Huawei will send engineer to
the site the next Business Day.
Available 9 hours a day, 5 days a week. Huawei engineers arrive at
the site within the following time period based on Priority Level after
Huawei determines that onsite service is required.
Priority 1and Priority 2 calls: within 4 hours;
Priority 3and Priority 4 calls: within NBD.
For service requests received after 13:00, Huawei engineer will arrive
at the site the morning of the next Business Day
Available 24 hours a day, 7 days a week. Huawei engineers arrive at
the site within the following time period based on Priority Level after
Huawei determines that onsite service is required.
Priority 1and Priority 2 calls: within 4 hours;
Priority 3and Priority 4 calls: within NBD.
Hi-Care Onsite
Premier+
2014-01-01
Available 24 hours a day, 7 days a week. Huawei engineers arrive at
the site within the following time period based on Priority Level after
Huawei determines that onsite service is required.
Priority 1and Priority 2 calls: within 2 hours;
Priority 3and Priority 4 calls: within NBD.
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 12 of 25
Huawei Hi-Care Onsite Support Service Description
Notes:
1. Huawei reserves the right to determine whether onsite support is needed.
2. Service delivery is based on commercially reasonable effort.
3. The replacement cycle may be prolonged if engineers fail to arrive at the site within the
SLA-defined time period due to transportation-related reasons.
For details about the response time, see Chapter 4 "Standards of the Hi-Care Onsite
Maintenance Service.
Responsibility Matrix
No.
1
2
3
4
5
6
7
8
Activity
Confirm that engineers need to be assigned to
replace hardware on site.
Assign engineers to the site and make preparations
(for example, apply for spare parts, make travel
arrangements, etc.).
Assign a qualified operation & maintenance
(O&M) engineer to provide necessary information
and assistance for Huawei engineers.
Ensure that Huawei engineers can access the site
conveniently and grant Huawei engineers with the
permission to operate the necessary equipment.
Ensure that the work environment is safe for
Huawei engineers.
Arrive at the site within the defined time frame
and replace the hardware on site.
Huawei's
Responsibility
Your
Responsibility
Owner
-
Owner
-
-
Owner
-
Owner
Owner
Assistant
-
Owner
Owner
-
-
Owner
Verify the effectiveness of the solution.
Submit the Onsite Technical Support Report,
which includes information for the service request
and operation records.
Sign the Onsite Technical Support Report and
confirm that the service is completed.
Notes:
For onsite service, It’s you obligation to do some operational assistance as following:
1. In the Product’s physical location, Please provide an appropriate work environment (including
heat, light, ventilation, electrical outlet etc) and reasonable access for the use of Huawei’s
service personnel.
2. Provide internet access or other access capabilities for the purpose of maintenance service.
Backup logs,images and configurations on a regularly schedule and provide those information
to Huawei’s service personnel about Hardware remedial maintenance.
3. Provide ladders that can help reach the height of the product if the products installed above
four feet. While please ensure that all products installed below ten feet.
4. Please provide safety and security protection for Huawei’s personnel or its subcontractors
when they are working in your unmanned sites.
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 13 of 25
Huawei Hi-Care Onsite Support Service Description
3.7
Onsite Troubleshooting
If you have purchased Huawei's service package for onsite troubleshooting and have
an equipment fault that cannot be effectively rectified through remote technical
support, Huawei will assign experienced technical support engineers to your site
within the time period defined in the SLA to analyze the fault, develop a solution, and
rectify the fault on site.
Notes:
1. Huawei's service engineers may fail to arrive at the site within the defined time frame if they
cannot buy travel tickets due to transportation-related reasons and must use other
transportation that requires a longer time to arrive at the site. For details about the response
time, see Chapter 4 "Standards of the Hi-Care Onsite Maintenance Service".
2. Huawei's service package for onsite troubleshooting does not include the onsite services
associated with software updating or upgrading or other onsite services not related to
troubleshooting.
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 14 of 25
Huawei Hi-Care Onsite Support Service Description
Responsibility Matrix
No.
Activity
Huawei's
Responsibilit
y
Your
Responsibility
1
Confirm that engineers need to be assigned to
the site.
Owner
Assistant
2
Provide necessary information.
-
Owner
Owner
-
-
Owner
-
Owner
Owner
Assistant
-
Owner
Owner
-
-
Owner
3
4
5
Respond to and confirm the service request.
Assign engineers to the site and make
preparations (for example, make travel
arrangements).
Assign a qualified O&M engineer to provide
necessary information and assistance for
Huawei engineers.
Ensure that Huawei engineers can access the
site conveniently and grant Huawei engineers
with the permission to operate the necessary
equipment. Ensure that the work environment
is safe for Huawei engineers.
6
Handle the problem on site.
7
Verify the effectiveness of the solution.
8
9
3.8
Submit the Onsite Technical Support Report,
which includes information for the service
request and operation records.
Sign the Onsite Technical Support Report and
confirm that the service is completed.
Equipment Health Check
If you have purchased Huawei's equipment health check service, Huawei will check
and analyze the data configurations and operation status of Huawei equipment in your
networks as stipulated in the SLA and develop a report of the check results. After
problems and potential risks are identified, Huawei will propose a solution to ensure
that your networks operate safely and efficiently.
Generally, you can obtain the equipment health check service at the network
operation center (NOC) or through remote access via other tools. After the equipment
health check is completed, Huawei will submit the Equipment Health Check Report to
you.
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 15 of 25
Huawei Hi-Care Onsite Support Service Description
Note:
If remote access is needed during the equipment health check, you need to provide a remote
access channel and an account and password for temporary access.
Responsibility Matrix
No.
1
2
3
4
5
6
7
8
3.9
Activity
Submit an application for an equipment health
check at the frequency stipulated in the contract.
Approve the application and provide necessary
assistance.
Develop a health check plan based on the site
information provided by you.
Provide a remote access channel and an account
and password for temporary access.
Ensure that Huawei engineers can access the site
conveniently and grant Huawei engineers with
the permission to operate the necessary
equipment. Ensure that the work environment is
safe for Huawei engineers.
Check the configurations and operating status of
equipment in the network. Collect and analyze
information.
Summarize the check results. Analyze the
problems and potential risks in the network.
Submit the Equipment Health Check Report.
Communicate with you about the identified
problems and potential risks and propose a
solution.
Huawei's
Responsibilit
y
Your
Responsibility
Owner
-
-
Owner
Owner
Assistant
-
Owner
-
Owner
Owner
-
Owner
-
Owner
Assistant
Service Support Plan and Report
Huawei's customer support service manager will create an annual service support plan
for each of the customers who have purchased Huawei's Hi-Care Onsite Premier+
Service. To meet your various service requirements, the service support plan includes
two parts: technical part and business part. In addition, Huawei's customer support
service manager will work with you to summarize the equipment faults, equipment
replacement information, and progress of other service activities in a specific time
period based on the service support plan and then develop an annual service report.
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 16 of 25
Huawei Hi-Care Onsite Support Service Description
4
Time Coverage and SLA
Service Item
Help Desk
Response Time
24×7
Description
Available 24 hours a
day (00:00 to 24:00),
7 days a week
(Monday to Sunday).
N/A
Available 24 hours a
day (00:00 to 24:00),
7 days a week
(Monday to Sunday).
Definition of response time for
remote troubleshooting: from the
time when the customer service
engineers of Huawei's technical
support center accept your service
request to the time when technical
support engineers contact you for
the first time and start to provide
remote technical support services
24×7,
For Priority 1, respond
within 30 minutes; For
Remote
Priority 2 calls, within
troubleshooti
60 minutes; For Priority
ng
3 calls, within 2 hours;
For Priority 4 calls,
within NBD.
On a 9×5 basis,
Huawei will
deliver
replacement parts
the next Business
Day.
If your site is more than 50
kilometers away from the nearest
Available 9 hours a Huawei spare parts warehouse, it
day (09:00 to 18:00), may take longer for the equipment
5 days a week to arrive at the site. However,
(Monday to Friday).
Huawei
is
committed
to
For service requests delivering the service as soon as
received after 15:00, possible given good transportation
Huawei will ship the conditions.
replacement parts the Delivery time is calculated from
next Business Day.
the time when Huawei deems a
spare part is necessary and RMA
number generates.
On a 9×5 basis,
Replacement parts
will arrive within 4
hours for Priority
1and Priority 2
calls; For Priority
3and Priority 4
calls, within NBD.
Available 9 hours a
day (09:00 to 18:00),
5 days a week
(Monday to Friday).
For service requests
received after 13:00,
Huawei will deliver
the replacement parts
the morning of the
next Business Day.
Advance
hardware
replacement
2014-01-01
Remarks
If your site is more than 25
kilometers away from the nearest
Huawei spare parts warehouse, it
may take longer for the equipment
to arrive at the site. However,
Huawei
is
committed
to
delivering the service as soon as
possible given good transportation
conditions.
Delivery time is calculated from
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 17 of 25
Huawei Hi-Care Onsite Support Service Description
Service Item
Response Time
On a 24x7 basis,
Replacement parts
will arrive within 4
hours for Priority
1and Priority 2
calls; For Priority
3and Priority 4
calls, within NBD.
On a 24x7 basis,
Replacement parts
will arrive within 2
hours for Priority
1and Priority 2
calls; For Priority
3and Priority 4
calls, within NBD.
Onsite
hardware
replacement/
Onsite
troubleshooti
ng
2014-01-01
On a 9×5 basis,
Huawei engineers
will arrive at the
site NBD.
Description
Available 24 hours a
day (00:00 to 24:00),
7 days a week
(Monday to Sunday).
Available 24 hours a
day (00:00 to 24:00),
7 days a week
(Monday to Sunday).
Available 9 hours a
day (09:00 to 18:00),
5 days a week
(Monday to Friday).
For service requests
received after 15:00,
Huawei will send
engineer to the site
the next Business
Day.
Remarks
the time when Huawei deems a
spare part is necessary and RMA
number generates.
If your site is more than 25
kilometers away from the nearest
Huawei spare parts warehouse, it
may take longer for the equipment
to arrive at the site. However,
Huawei
is
committed
to
delivering the service as soon as
possible given good transportation
conditions.
Delivery time is calculated from
the time when Huawei deems a
spare part is necessary and RMA
number generates.
If your site is more than 50
kilometers away from the nearest
Huawei service center, Huawei
will determine a reasonable onsite
service time based on the actual
conditions
(for
example,
transportation conditions) after
negotiation with you.
Onsite Service is calculated from
the time when Huawei determines
to assign engineers to the site.
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 18 of 25
Huawei Hi-Care Onsite Support Service Description
Service Item
Response Time
On a 9×5 basis,
Huawei engineers
will arrive at the
site within 4 hours
for Priority 1and
Priority 2 calls; For
Priority
3and
Priority 4 calls,
within NBD.
On a 24x7 basis,
Huawei engineers
will arrive at the
site within 4 hours
for Priority 1and
Priority 2 calls; For
Priority
3and
Priority 4 calls,
within NBD.
Equipment
health check
Download of
software
updates
2014-01-01
Description
Remarks
Available 9 hours a
day (09:00 to 18:00),
5 days a week
(Monday to Friday).
For service requests
received after 13:00,
Huawei engineer will
arrive at the site the
If your site is more than 25
morning of the next
kilometers away from the nearest
Business Day.
Huawei service center, Huawei
will determine a reasonable onsite
service time based on the actual
(for
example,
Available 24 hours a conditions
day (00:00 to 24:00), transportation conditions) after
7 days a week negotiation with you.
(Monday to Sunday).
Onsite Service is calculated from
the time when Huawei determines
to assign engineers to the site.
If your site is more than 25
kilometers away from the nearest
Huawei service center, Huawei
will determine a reasonable onsite
service time based on the actual
conditions
(for
example,
transportation conditions) after
negotiation with you.
Onsite Service is calculated from
the time when Huawei determines
to assign engineers to the site.
On a 24x7 basis,
Huawei engineers
will arrive at the
site within 2 hours
for Priority 1 and
Priority 2 calls; For
Priority
3and
Priority 4 calls,
within NBD
Available 24 hours a
day (00:00 to 24:00),
7 days a week
(Monday to Sunday).
9x5; every half a
year
Available 9 hours a
Huawei provides the equipment
day (09:00 to 18:00),
health check service every half a
5 days a week
year.
(Monday to Friday).
24×7
You can obtain the
service at Huawei's
website. The service
is available 24 hours
a day (00:00 to
24:00), 7 days a week
(Monday to Sunday).
N/A
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 19 of 25
Huawei Hi-Care Onsite Support Service Description
Service Item
Access
to
Huawei.com
Response Time
24×7
Description
You can obtain the
service at Huawei's
website. The service
is available 24 hours
a day (00:00 to
24:00), 7 days a week
(Monday to Sunday).
Remarks
N/A
Notes:
1. Huawei will select a proper service mode based on the actual situation and the committed
SLA to resolve your problems in a timely and effective manner. Huawei reserves the right
to select the specific service mode.
2. The service start date and end date are provided on PO/contract between you and Huawei.
In the case of no service start date listed on PO/contract, a) if sold together with products,
keep the same start date as product warranty; b) for renewal service sales, keep the last
warranty or maintenance end date as this service start date.
3. Service delivery is based on commercially reasonable effort.
4. The items to which the Hi-Care Onsite maintenance service does not apply include but
are not limited to:
1) Recovery of general operating systems and other software and data;
2) Testing for the operation of applications or other tests required by you;
3) Rectification of equipment faults associated with interconnectivity or compatibility;
4) Services requested by you because you do not install the software or patches provided
by Huawei for system recovery, repair, and modification;
5) Services requested by you because you do not take the preventive measures
recommended by Huawei.
5
Exclusions
1. Huawei shall not have any obligation to provide maintenance in the following
circumstances:
1) Accidents caused by force majeure (e.g. fire, flood, earthquake, lightning strike,
etc.)
2) Poor service delivery conditions caused by social problems (e.g. social unrest,
war, strike, social disharmony, government regulation, etc.)
3) Failure to deliver services due to interruption of energy supply (e.g. power
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 20 of 25
Huawei Hi-Care Onsite Support Service Description
supply, water supply, oil supply, etc.)
2. Huawei shall not have any obligation to repair or replace the damaged products
under the following circumstances:
1) Product damage caused by a force majeure (e.g. natural disaster, fire, war, etc.)
2) Normal wear and tear to equipment.
3) Direct damage to the equipment due to the failure to meet the written
requirements for the environment where the equipment can be operated
normally (e.g. humidity) or external factors (e.g. electromagnetic interference,
faults of interconnected equipment, etc.)
4) Large-scale damage to the hardware and data of Huawei equipment due to
your mistakes, improper operations, or sabotage.
5) Product damage caused by your failure to operate Huawei equipment in
accordance with product manuals.
6) System damage caused by your mistakes or mistakes of third parties, including
removing or reinstalling the system or adjusting, modifying, or deleting
identification marks on the product not in accordance with Huawei's
requirements.
7) System damage caused by problems with your infrastructure.
8) The Hardware or software has been modified without authorization.
3. The Hi-Care Onsite maintenance service does not apply to the products or
components listed in the following table:
Type
Products or Components
Consumable
items
Cables, earphones, microphones (excluding telepresence), whiteboard
markers, extenders, and distributors
Terminals and
items for
personnel use
Camera(IVS), Coder and Decoder(IVS) , Ip phone, IAD(excluding
IAD1224), EGW, Thin Client, Operator Earphone, headset telephone,
sound boxes (excluding Telepresence), modems, Wireless handset,
Access Terminal, personal computers and peripheral , laptops, and TV
sets (excluding telepresence)
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 21 of 25
Huawei Hi-Care Onsite Support Service Description
Mechanical parts
Protective covers, supports, tripod, carts, desks and chairs
Cabinets and
accessories
Cabinets, documents, product accessories, installation accessories,
tools and outdoor antenna
4. Huawei is not obligated to provide any implicit or explicit business or technical
assurance not included in this document.
5. In all cases, Huawei shall not assume the responsibility for any direct or indirect
financial losses caused by this document to you. The maximum compensation
amount claimed by you against Huawei for the losses caused by Huawei's faults
shall not exceed the price paid by you for the product or service.
6. Huawei will not provide onsite services but only provides Hi-Care Standard
service or services at lower levels for the products purchased from Huawei
suppliers (excluding servers and storage products).
7. Huawei will not provide onsite services for terminal products and product
accessories.
8. The maintenance service provided by Huawei is optional. You can purchase the
service as needed and terminate it at any time. If you purchase the service, it
indicates that you allow Huawei to access and gather the information and data that
is needed to locate and resolve the problems when providing the service. Huawei
will only access and process the related information according to your requirement
after obtaining permission from you and will use the information only for
providing maintenance services. Because the information is controlled by you,
Huawei cannot judge whether the information contains any of your confidential or
personal data. Therefore, you shall guarantee that all the necessary permits and
authorizations have been obtained or retained for Huawei to provide the service as
per the applicable laws, so that Huawei will not violate the applicable laws, your
privacy policies, or your agreements with users when providing the service. If you
return the hardware to Huawei, it indicates that you have made backup copies and
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 22 of 25
Huawei Hi-Care Onsite Support Service Description
removed any confidential, proprietary or personal information which stored in the
hardware and grant Huawei to transfer it to Huawei repair center in any country for
repair. You shall solely responsible for removal of all above-mentioned
information before deliver the hardware to Huawei and further indemnify, defend
and hold harmless Huawei from, against and in respect of any and all claims,
liabilities, obligations, costs, expenses, penalties, fines, forfeitures, and judgments
(at equity or at Law) imposed by any governmental authority or claimed by the
third party, whenever arising or incurred, arising out of or relating to the transfer,
dispose of above-mentioned information. Huawei will take proper measures to
protect the security of your information, but Huawei shall not be liable for any
direct or indirect liabilities incurred when Huawei obtains and processes the
information during service delivery.
2014-01-01
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 23 of 25
Huawei Hi-Care Onsite Support Service Description
Appendix 1 Priority Level Definition
Priority
Definition
Level
Priority 1
(P1)
Priority 2
(P2)
Priority3
(P3)
Priority4
(P4)
2014-01-01
There is critical fault with adverse impact on customer network
and business operations. This includes any customer-detected
fault, whereby a service or the Network functionality is impaired.
There is significant impact to business operations. A fault can
potentially lead to service interruption. The product is partially
inoperative but still usable; Limited operation is possible, but
there is no effect on customer-related area, and the effect can be
circumvented operationally.
These are faults which have limited impact to business
operations. A fault does not impair a network service or
functionality. The product is usable, but with limited functions.
This condition is not critical and does not severely restrict overall
operations.
Enquiries and help-seeking concerning the product technology or
solution (performance, information, specifications, networking
scheme, service provisioning, and operation and configuration)
of Huawei products on customer network; Technical enquiries
are not related to unstable product operation or service quality
drops and do not have problem levels. There is no impact to
business operations. Consultation about equipment functions,
specifications, operation and configuration during routine
operation and maintenance.
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 24 of 25
Huawei Hi-Care Onsite Support Service Description
Appendix 2: Service Guidelines
Country/Region
Service Hotline
Poland
Norway
Sweden
Austria
Bulgaria
Croatia
Denmark
Finland
Hungary
Latvia
Romania
Slovenia
Cyprus
Estonia
80077778899
+40312291238
+40312261907
+40312261909
Greece
80016122069999
+40312261910
Iceland
8009999
+40312261911
Lithuania
880031499
+40312261912
Moldova
80061499
+40312261913
Serbia
800190899
+40312261914
Slovakia
800900606
+40312261915
2014-01-01
Service Email
EUsupport@huawei.com
© Copyright Huawei Technologies Co., Ltd. 2014.
Page 25 of 25