Huawei Maintenance prcedure Slar inverters Prepared by Huawei Partner GreenPwer Technlgie Prduct SUN2000 Date 01-09-2014
Huawei Slar Inverter maintenance Histrique : Versin Mdificatin Prepared by Reviewed by Apprved by 1.0 2014-07-30 Creatin Slar Prject Team 2.0 2015-07-16 Creatin Slar Prject Team Dcument Owner: Huawei CHANGES TO THIS DOCUMENT This dcument has been authrised fr implementatin fllwing review by nminated reviewers, representative f all invlved Yur cmmunicatin staff. As part f the Cmpany s cmmitment t cntinuus imprvement, suggestins fr changes t this dcument will be welcmed and shuld be directed t the Dcument Owner. This is a cntrlled dcument, subject t frmal issue and revisin prcedures. Only NUMBERED COPIES are part f the CONTROLLED SYSTEM and authrised fr use r reference by Yur Cmmunicatins staff. Any cpies made frm a cntrlled dcument must be clearly marked as an UNCONTROLLED COPY. COPYRIGHT RESERVED 2 France Office : Organizatin & Prcedure
Huawei Slar Inverter maintenance CONTENT 1- Huawei Slar inverter maintenance Organizatin France Office 4 2- Huawei Slar inverter - SPMS(Bx Replacement) Prcedure France Office 6 3- Huawei Slar inverter Bx - Technical Supprt Prcedure France Office 7 3 France Office : Organizatin & Prcedure
Huawei Slar Inverter maintenance 1- Huawei Slar inverter maintenance Organizatin France Office Huawei Slar inverter maintenance Organizatin is defined as belw: a- SPMS(Spare Part Management Service) : This rganizatin is respnsible f Taking in charge RMA Request, pening, handling, fllw-up and escalatin. This Organizatin culd be trigged by email. The SLA fr RMA request handling is defined in custmer cntract. Principle interfaces in this rganizatin are: - Custmer: Key Custmer fr France Office are lcated in France and BENELUX. - Rmania TAC: Team speaking English/French, respnsible f receiving by email RMA request frm custmer, register it, send back t custmer RMA ticket number and frward it t Rmania RSOC Service. - Rmania RSOC: Team Speaking English, respnsible f handling RMA request frwarded by TAC. They will send the faulty bx frm France Warehuse lcated in Wissus (Paris, 91 department) t custmer, and ensure the fllw-up delivery status with ur lcal partner. - Lcal French Team: Team cmpsed by French engineers, speaking French/English, respnsible f receiving escalatin frm custmer and cmmunicate delivery status in French. Head f this team is SPM (Service prject manager). 4 France Office : Organizatin & Prcedure
Huawei Slar Inverter maintenance b- Technical Supprt: This rganizatin is respnsible f Taking in charge Incident Request, pening, handling, fllw-up and escalatin. This Organizatin culd be trigged by phne/email. The SLA fr ticket handling is defined in custmer cntract. Principle interfaces in this rganizatin are: - Custmer: Key Custmer fr France Office are lcated in France and BENELUX. - Rmania CCR: Team speaking English/French, respnsible f receiving by phne/email incident request frm custmer, register it, send back t custmer ticket number and frward it t Lcal French supprt team. - Lcal French Team: Team Speaking French/English, respnsible f handling ticket request frwarded by CCR. They will ensure regular update and cmmunicatin in French /English f the incident. - Huawei R&D: Team lcated in Germany and China, speaking English, respnsible f supprting the lcal French team and prvide expertise fr cmplex incidents r questins. Ntice: Faulty Bx needed t be changed is nt cnsidered as an incident. In this case, the prcess t fllw is the SPMS-bx replacement, fr which the rganizatin was defined abve. 5 France Office : Organizatin & Prcedure
Huawei Slar Inverter maintenance 2- Huawei Slar inverter - SPMS(Bx Replacement) Prcedure France Office In case f Faulty Inverter Bx, custmer shuld send Faulty equipment request (named RMA request) by email t Huawei CCR. Email T : euspare@huawei.cm Cc: FranceRSOC@huawei.cm; fr_inverter_supprt@huawei.cm; Email Subject: Custmer Name New RMA Request fr Slar inverter prduct Attachment: the enclsed excel dcument named: «DEMANDE DE RMA Custmer Name xls» DEMANDE DE RMA Custmer name xls.xls In the attachment, the Cases fr which the descriptin is in green, shuld be filled in mandatry: Custmer s Cmpany Name. Cntact infrmatin: Custmer cntact name, phne, email and adress fr the new bx delivery. Descriptin f Material : Chse SUN2000-20KTL, 15KTL, 12KTL r 10KTL, Serial Number : Fayulty equipment serial number (Very Imprtant) Fault ccurring Date:. Reasns fr Repairing: Descriptin f the fault phenmena: descriptin f the phenmena bserved: RED LED,. 6 France Office : Organizatin & Prcedure
Huawei Slar Inverter maintenance 3- Huawei Slar inverter Bx - Technical Supprt Prcedure France Office In case f technical incident r questin fr Inverter Bx, custmer shuld send incident pening request by email t Huawei CCR. Email T : tac_supprt@huawei.cm Cc: fr_inverter_supprt@huawei.cm; Email Subject: Custmer Name New Incident Opening Request fr Slar inverter prduct Attachment: the enclsed excel dcument named: «(date)yyyymmdd_applicatin_frm _TAC» (date)yyyymmdd_a pplicatin_frm _TAC.xlsx In the attachment, the Caes fr which the descriptin is in green, shuld be filled in mandatry: SUN2000-10KTL SUMMARY OF THE PROBLEM: Organizatin/Organisatin*: Custmer Cmpagny Name Name/Nm*: Custmer cntact name Phne number/numér de téléphne*: Custmer cntact phne E-mail*: Custmer cntact Mail Prduct/Prduit*:SUN2000-20KTL, SUN2000-15KTL, SUN2000-12KTL, Site Name/ Nm du site: name f site and the adress Serial Number/Numer de serie*: Very imprtant (equipment serial number) Occurred date & time/ Début d'incident: Pririty/Criticité*: Critical/Majr/Minr Prblem descriptin/descriptin du Prblème: This Service culd be triggered als by Phne: Htline: 00800 6666 88 99 / +40 21 455 0200 Email: TAC_supprt@huawei.cm FAX: +40 31226 0202 Backup htline: +40 31226 0215 HUAWEI TECHNOLOGIES CO. LTD. Address: 301-311 Barbu Vacarescu Blvd, The Lake View Building, 4th flr, 2nd District, 020276, Bucharest, Rmania 7 France Office : Organizatin & Prcedure