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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.
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.
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
Co-Care
Co-Care On-site
Hi-Care
Hi-Care On-site
Hi-Care Proactive
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
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
Partner
Help Desk
HUAWEI
Remote Troubleshooting
HUAWEI
Level3
HUAWEI
Advance Replacement
HUAWEI
Software Update
HUAWEI
HUAWEI
HUAWEI
On-site Troubleshooting
HUAWEI
Level3
Level1&2
HUAWEI
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
Remote Support Services
Customer Benefits
Align ICT investments closely with business strategy and goals
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
R&D
Headquarters
HUAWEI
Regional
Escalation
GTAC
Local
Service Request
CUSTOMER
Disaster Recovery
Technical Consultation
Critical Incident Recovery
Problem Analyzing
and Solving
Network Inspection
Preventative Maintenance Service
Knowledge Mgt.
Change Mgt.
Version Mgt.
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
Mexico
Japanese TAC
English TAC
India
Mexico
English TAC
Malaysia
Portuguese TAC
Brazil
Global TAC
Language TAC
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.
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
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