Huawei HiCare Support Services Description
Contents 1 Warranty 2 Introduction to HiCare Support Services 3 Presence of Huawei Services 4 Online Support Center of Enterprise (Support-E) 5 HiCare Support Packages 6 Technical Support Services 7 Opening and Tracking Service Requests (SRs) 8 Resolving Problems with Huawei TAC 9 Spare Parts Support Service (SPSS) Appendix A - Remote Access Appendix B - Definitions
1. Warranty Warranty Summary Warranties provide limited service from Huawei to replace defects in Huawei hardware and software products. They are generally limited in both the duration and the support level they offer. Warranties, with the exception of IT products, generally do not include Huawei Technical Assistance Center (TAC) support or any of the additional benefits obtained under a support service contract. Therefore to gain access to Huawei s comprehensive Customer Support infrastructure, which provides enhanced Service Levels, Troubleshooting and Problem consultation, the Customer is recommended to upgrade the standard warranty support during the 1st year of operation by purchasing one of the service packages available in the Huawei services portfolio. For a description of valid Warranty time periods, provisions and Service Levels, hardware return procedures, and exclusions, refer to the applicable Huawei Enterprise USA Warranty Policy documentation for the product purchased. Huawei Enterprise Service A Better Way 1
2. Introduction to HiCare Support Services Welcome to Huawei HiCare Support. HiCare is the Global Enterprise portfolio of Huawei branded services that provides technical assurance to Huawei customers. HiCare assists customers in maintaining high network reliability and sustainable system operations with comprehensive, leading-edge technical support. Huawei HiCare services consist of the following components: Technical Support (Levels 1, 2 and 3) For remote support. Hardware Replacement Support For hardware issues. Software Support For software/firmware updates and/or to solve software defects. Online Support http://support.huawei.com/enterprise/ for information and tools. HiCare addresses the customer requirement for all technical enquiries or product issues related to hardware and software, including Return Material Authorization (RMA). HiCare provides expedited replacement parts with multiple delivery options such as 4 Hour or Next Business Day (NBD) depending on the location of the equipment. This includes delivery to the customer designated address and optional installation as contracted within the HiCare support package. HiCare was specifically created for the customer who: Demands leading-edge technology support by the vendor. Prefers minimal investment in warehousing and inventory delivery infrastructure. Requires faulty/failed parts replacement by the vendor within a fixed turnaround time. Requires onsite field engineering service. Huawei Enterprise Service A Better Way 2
3. Presence of Huawei Services Global Services and Support Infrastructure Huawei has a strong global services infrastructure to support the needs of our global customers. There are 116 regional service branches all over the world and along with various functional centers such as Technology Center, Resource Center, Network Operation Center and Technical Assistance Center (TAC). Huawei has established a hierarchical technical support organization with 3 Global Technical Assistance Centers (GTACs) in China, Mexico, Romania and 5 Regional Technical Assistance Centers (RTACs) in Egypt, Russia, Malaysia, Romania, Mexico and 6 Country Technical Assistance Centers (CTACs) in China, US, Brazil, Turkey, India, Japan. With Follow the Sun operation, Huawei Enterprise business provides a full range of support services to global customers 24X7. The global TACs consist of 40 hotline agents, 200+ engineers and 110+ R&D experts dedicated to customer problem resolution. Over 30,000 technical support requests received per month with a timely problem resolution of 96%. Huawei Enterprise Service A Better Way 3
Huawei established 4 levels of hardware replacement support system which includes 1 GSPC (Global Spare Parts Center) in Shenzhen China, 2 RSPCs (Regional Spare Parts Center) in Hong Kong and Hungary, 129+ CSPCs (Country Spare Parts Center) and 300+ FSLs (Field Stock Location) to meet global enterprise customer s demand of 4 Hours or NBD (Next Business Day) delivery service. The global TACs make use of Huawei s worldwide hardware replacement services built with partners such as ESSINTIAL, UPS, TNT, DHL and BAX. Huawei Enterprise Service A Better Way 4
United States Services and Support Infrastructure Within the US, Huawei established local customer service centers in Santa Clara CA and Plano TX which provide customers with remote technical assistance for support and maintenance of Huawei products. Huawei and its logistics partners have over 240 Field Stock Locations (FSL) that can offer a wide coverage across the US for hardware replacement ranging from Next Business Day to 4 Hour replacement. Huawei and its partners have 1,100+ field engineers to offer onsite hardware replacement service to customers who do not have local IT staff to swap the equipment. The field service organization covers the vast majority of US locations, including all major metro areas. Huawei Enterprise Service A Better Way 5
4. Online Support Center of Enterprise (Support-E) The Online Support Center of Enterprise or Support-E is Huawei Enterprise Service portal, an online platform built for customers and partners. Support-E aims to provide users with a more convenient and efficient service experience by providing rich technical materials for browsing and download, software and fixes download, training and certification, and social communities to share and exchange ideas with others. Support-E covers Support and Training : Support is the one-stop shop for materials, software, tools, announcements and online communication. Training covers enterprise users and channel partner users. It aims to improve customers and partner s professional skills and partners service capabilities. Support content of interest can be located quickly by navigation, search and association. Software and fixes are aggregated on the same page to allow quick access. Knowledge base is where you learn and share experience. A large collection of cases and technical articles are available. Channel training is dedicated to the partners. Courses about products and solutions and certification courses are provided. The Q&A community takes full advantage of the wisdom of a multitude of people to enable collaboration. Huawei experts are also there to answer questions online. Five Strengths of Support-E are: Rich and useful resources. Convenient and effective search. Aggregated content of a product. Gathering and sharing of knowledge. Close to user needs. URL: http://support.huawei.com/enterprise/ Huawei Enterprise Service A Better Way 6
5. HiCare Support Packages Following table summarizes the Huawei HiCare Support packages and their associated service levels to address various customer hardware replacement needs: 9 X 5 = Business Days: Monday to Friday, from 9:00am to 5:00pm local business hours excluding holidays. 24 X 7 = 24 hours a day, 7 days a week. NBD = Next Business Day delivery. Technical Assistance will be provided 24x7 for Severity 1 cases, while lower severity cases will be handled during regular business hours. * Telepresence TV screens are excluded from the 4Hr Spare Parts Support. - For Server and Storage products, Customer Self Repair (CSR) items are excluded from the Onsite Hardware Replacement service packages. Please refer to the Huawei Enterprise USA IT Products Warranty document for the list of items. Huawei Enterprise Service A Better Way 7
6. Technical Support Services Service Summary Huawei Enterprise Customer Support organization provides remote technical assistance for customer operation and maintenance of Huawei product solutions. Huawei engineers deliver expert level support to assist the customer while providing remote diagnostics, troubleshooting, restoration of configurations and product related software deficiencies. Incidents caused by software issues will be addressed by provisioning corrective software patches containing bug fixes. Incidents related to hardware issues will be addressed by RMA process. All reported incidents will be logged and managed as a specific Service Request (SR). The SR provides a unique reference number to track customer reported problems, describes the issue and contains a record of all work, actions and diagnostic findings until the SR closure. Huawei facilitates customer visibility of SRs with direct email status updates and/or through the website http://serviceevent.com customer can open SRs and query status. Service Request (SR) Support Levels The Technical Support Service scope, outlined below, includes Levels 1, 2 and 3 support delivered by customer care representatives and Huawei engineers. Support Level Definition Customer Care Representative (CCR) Level 1 Customer Support Engineer (CSE) Call reception, service entitlement check and request acknowledgement. Case information collection. Call routing to Level 1 Customer Support Engineer. Basic support on standard protocols, features and general product information including configuration support. Return Material Authorization (RMA) processing. Hardware/Software problem resolution or workaround. Level 2 Technical Support Advanced support of all protocols and features, diagnoses of problems remotely, reproduction of complex problems in a lab environment, interoperability testing, trace/dump collection and analysis. Hardware/Software problem resolution or workaround. Level 3 Technical Support Highest level of support. Handles the most difficult or advanced problems that cannot be solved in previous support levels. Hardware/Software problem resolution or workaround. Huawei Enterprise Service A Better Way 8
SR Severity Classification All reported SRs are categorized as Severity 1, 2, 3 or 4 based on information reported by the customer and will be handled as detailed in the table below. SR Severity Huawei Responsibilities Customer Responsibilities Examples Severity 1 (S1) - Critical Severity 2 (S2) - High Severity 3 (S3) Medium Severity 4 (S4) Low -Resources dedicated 24x7x365 until a resolution or workaround is in place. - If a workaround is implemented, the S1 status will be decreased to S3 to determine the root cause. -Resources available Monday through Friday during local business hours until a resolution or workaround is in place. - If a workaround is implemented, the S2 status will be decreased to S3 to determine the root cause. -Resources available Monday through Friday during local business hours until a resolution or workaround is in place. -Resources available Monday through Friday during local business hours until a resolution or workaround is in place. -Resources available 24x7x365 *. -Provide necessary diagnostic info. *If the Huawei TAC engineer cannot reach the customer within one hour, the severity is temporarily lowered until customer contact is made. - Resources available Monday through Friday during local business hours until a resolution or workaround is in place. -Provide necessary diagnostic info. - Resources available Monday through Friday during local business hours until a resolution or workaround is in place. -Provide necessary diagnostic info. - Resources available Monday through Friday during local business hours until a resolution or workaround is in place. -Provide necessary diagnostic info. Problems that severely affect all or major part of the network, systems or service, and require immediate corrective action. Problems that affect partial network, systems or service operations but urgency is less critical. Problems that do not critically impair the function of the network, systems or service to end users, and are not critical in nature. Consultation of questions that do not involve a fault in network device or a system. Queries regarding equipment operation, configuration or documentation. Huawei Enterprise Service A Better Way 9
Technical Support Service is delivered against the service delivery targets applicable to the following SR classification: SR Classification Service Availability Response Time (see Note) S1 24x7 30 minutes S2 9x5 4 hours during Business Day S3 9x5 4 hours during Business Day S4 9x5 Next Business Day Note: Response Time is the time from when the Huawei TAC acknowledges the SR to when a Huawei Technical Assistance engineer responds to the customer. Service Requests (SR) Support Flow Please note when opening a service request (SR) online for the first time, customer is required to call 1-877-9Huawei. Once the SR is created, the customer has an option to subscribe an account on ServiceEvent.com where the status of the case can be checked as well as subsequent new SRs can be opened. Huawei Enterprise Service A Better Way 10
7. Opening and Tracking Service Requests (SRs) Huawei TAC is the single point of contact for the receipt of all customer calls and inquiries and is available 24 hours a day, 365 days a year. Where toll free access is not available, the customer will be responsible for any telecommunication facility charges and long distance toll charges associated with access to the Huawei TAC. The TAC can be reached by email at tac.usa@huawei.com or by telephone at the toll free number 877-9HUAWEI (877-948-2934) or by logging onto the http://serviceevent.com to view status and open new SRs. Upon receiving the initial customer call, the Huawei CCR will perform a service entitlement check. The customer is required to provide the following information: The product and chassis serial number. Definition of the problem in detail. Severity level and impact of the problem (See SR Severity Classification in Section 4). Software version. Related configuration and debug data. Current network topology. Remote access for Huawei engineers to log into the switches if needed. General Questions For quick and easy problem resolution, Huawei has an online portal http://support.huawei.com/enterprise/ that provides the following: Technical product documentation. Knowledge Base. Technical Bulletins for relevant hardware and software notifications. Latest versions of software and release notes. Software downloads. Frequently Asked Questions. Technical Forum. Technical Q & A. Critical Technical Cases A critical Technical Case occurs when an existing network or environment is down or there is a critical impact to customer business operation. Huawei and the customer will commit full time resources to resolve the issue regardless of time of day or day of week. This type of issue is classified as a Severity 1 (S1) case and must be reported by telephone to the Huawei TAC at 1-877-9HUAWEI (1-877-948-2934). Upon restoration of the network or system fault, at Huawei discretion, the SR can be downgraded to S3 for follow up and further diagnose the root cause to determine the reason for the fault and to eliminate future occurrences. Huawei Enterprise Service A Better Way 11
Non-Critical Technical Cases Non-critical case is defined as any non-urgent technical enquiry or product problem, including RMAs. Some examples are defect reporting, configuration assistance, standard network troubleshooting and RMA processing. Non-critical technical case can be opened with the Huawei TAC via one of three methods: Email tac.usa@huawei.com Phone 1-877-9HUAWEI (1-877-948-2934) Website http://serviceevent.com Please note when opening a service request (SR) online for the first time, customer is required to call 1-877-9Huawei. Once the SR is created, the customer has an option to subscribe an account on ServiceEvent.com where the status of the case can be checked as well as subsequent new SRs can be opened. Onsite Assistance Onsite assistance will be provided, upon mutual agreement between the customer and Huawei. If problems cannot be duplicated or resolved remotely within a reasonable amount of time, Huawei will arrange an onsite visit in a timeline consistent with the impact of the event and the availability of Huawei resources. The customer will be charged an incremental price for this service based on Huawei s then-current Time-and-Materials fee plus any incurred business travel expenses. RMA Process For hardware troubleshooting and replacement, an SR should be opened with the TAC. Customer has the responsibility of providing up-to-date information on Huawei equipment (configuration and location) under a HiCare support contract. Only Field Replaceable Units (FRU) will be stored in the local and regional logistic facilities to meet hardware replacement requirements. If a hardware failure is determined to be the cause of the problem, or if a hardware repair/replacement is required for any other reason, the TAC engineer will create an RMA. The RMA number will be communicated to the customer for tracking purposes and linked to the SR. The RMA will be validated for entitlement and service level before the hardware replacement is shipped to the customer designated locations. Huawei Enterprise Service A Better Way 12
8. Resolving Problems with Huawei TAC Service Restoration Options Service Restoration through Software, Procedures or Actions For software issues that can be verified or recreated by Huawei on the current supported software releases, Huawei will either provide: Recommended corrective action. Workaround (temporary or permanent) to fix the problem or restore the impacted services. Software update or release to resolve the problem (a software patch). Interim solution with the aim of providing a long-term validated solution to the SR. Statement that the system operates in accordance with the design and whether custom modification may be possible. For issues with software that could not be verified and/or recreated by Huawei, Huawei will provide a statement that more data or continuing work is necessary to verify the existence of the issue. Software enhancements, in the form of changes, an addition to the software that adds new functions, features or improves functions or performance by changes to the system design, will not be provided within the Technical Support Service scope. Service Restoration through Hardware upgrade or replacement For known issues, the cause of which has been corrected in a later supported version of hardware, the customer will be advised to upgrade in order to resolve the issue. If, after a number of troubleshooting and fault clearance attempts, the Huawei TAC engineer diagnoses that the reported problem is not attributable to the software but to the hardware then a hardware replacement will be recommended. Please refer to the Spare Parts Support Service (SPSS) section 9 for further details. Huawei Responsibilities When customer reports an SR, it is assigned a unique reference number and the time it s received. Huawei will request that the customer agree to a case severity level in accordance with the guidelines set out in the SR Severity Classification in section 4. Huawei will provide remote fault restoration based on the SR severity. Huawei provides the customer with an access account to the information sharing web portal at http://support.huawei.com/enterprise/. Customer will be entitled to the facility access 24 hours a day, 365 days a year. Depending on the product, information and tools available to the customer, the above web facility may include: Problem resolution knowledge database. Known software issues. Access to technical information, including regularly updated product bulletins. Known product case status and open issues to assess potential impact to the customer network. Software downloading capabilities. Huawei Enterprise Service A Better Way 13
Customer Responsibilities In order to receive the contracted Technical Support Service, customer must install a supported software release level on the Huawei equipment in question. Huawei will not support software that has reached End of Support. Customer will provide VPN (Virtual Private Network) as required by Huawei, to enable Huawei support team to remotely access the network. Please refer to Appendix A for a description of Huawei s remote access requirements. For entitlement checking purposes, customer will provide notice to Huawei of the employees whom the customer wishes to designate as authorized to place calls to Huawei. Customer personnel must be available to aid in the problem diagnosis for all reported cases. If the customer representative is not able to maintain constant contact during the restoration of service for S1 and S2 cases, Huawei reserves the right to downgrade the severity assignment of the case until customer contact is made. Conditions Only products that are specifically identified in the support contract will be covered by the Technical Support Service. Customer must comply with Huawei s software support policy that requires all Huawei platforms to be kept at the thencurrent or immediately preceding revision level. Software needs to be upgraded regularly in order to avoid technology obsolescence and maintain costs. All Huawei products of an equivalent type are entitled to receive the same level of support. Warranty addresses product defects in material and workmanship only. Products under a support contract are covered for both product hardware and software deficiencies. All customer support personnel responsible for operating and troubleshooting Huawei products must be technical specialists who have successfully completed relevant Huawei product trainings and certifications. Exclusions Huawei will not be required to provide support for products that have been modified in any way by the customer. Customer understands and agrees that time and material charges will apply for any services requested by the customer that are determined to be related to or the result of a customer s modification of a product. The following types of damages to Huawei equipment are not within the scope of Huawei service commitment: 1. Damage to Huawei equipment because of acts of nature. (Natural disasters, fires or wars). 2. Damage to Huawei equipment caused by failure to meet environmental or external electrical parameters. 3. Damage to Huawei equipment due to customer negligence, unnecessary operation or intentional damage. 4. Damage caused by customer s failure to operate Huawei equipment in compliance with the equipment operation manual. 5. System damage caused by a third party or the customer, including relocation or installation of the system or damage caused by adjustment, change or removal of identification marks in noncompliance with Huawei requirements. 6. System damage directly caused by problems in a customer s infrastructure. Huawei Enterprise Service A Better Way 14
9. Spare Parts Support Service (SPSS) Service Summary Huawei provides a complete Spare Parts Support Service (SPSS) with logistics support and optional installation service when an expedited delivery response is required. With the onsite support package options provided in the SPSS, Huawei will dispatch a field engineer for parts replacement activities. The SPSS includes the following components: Huawei TAC for single point of contact (7 days a week, 24 hours a day including holidays) regarding all parts shipping and delivery enquiries. Equipment warehousing and inventory management. Equipment logistics service to customer designated address after Huawei s acknowledgement of the RMA request. Escalation management and service reporting. Deliverables Huawei TAC serves as a single point of contact to receive part replacement requests and escalation point for SPSS issues. Huawei TAC will create or update an RMA with the tracking number and an Estimated Time of Arrival (ETA). The ETA will be communicated to the customer within an agreed time period; any circumstances that cause the ETA to be revised will be communicated to the customer. Huawei TAC will notify the customer of any non-compliant SR or an SR for non-contracted equipment. If the SR is noncompliant, Huawei will support the customer request on a highly exceptional basis subject to the following conditions: The dispatch approval has to be given by the Huawei Service Management team. Customer will be charged the current hardware list price fee for the delivered part. Customer will be requested to upgrade the existing support package to the next level. Huawei Responsibilities Huawei TAC will acknowledge RMA and hardware replacement part installation requests per the support package Service Availability timeframe specified in Section 4 with the following Service Type notifications: Next Business Day requests must be acknowledged prior to 3:00pm local time. Upon request acknowledgement, the replacement parts will be dispatched. Huawei will ensure the requested parts are delivered to the customer designated address within the targeted service level at Huawei expense. Huawei will close the RMA upon receiving the defective unit. Huawei Enterprise Service A Better Way 15
Onsite Hardware Replacement Installation Services Huawei responsibilities associated with hardware replacement installation services as part of an onsite support package include: Upon receipt and validation of a request for the hardware replacement installation requirement, Huawei will dispatch a field engineer to the customer site within the targeted timeframe. Upon arrival at the site, the field engineer will initiate the task as requested. If the fault condition is not resolved, Huawei will consider further activities requested as a new SR. Huawei field engineer may take the faulty part and return it to the Huawei parts center. Customer Responsibilities The following describes Direct Sales customer responsibilities. Customer to contact Huawei TAC for Dead-On-Arrival (DOA), RMA and hardware replacement installation requests, including identifying the task to be completed, within the support package Service Availability service level as specified in Section 4. Customer will provide full information on the exact location, products and configurations identified for service in order to permit planning and management of appropriate spares inventories. Customer will provide the first level of diagnostics in determining the need for RMA request. Customer support staff should have appropriate product training to allow effective identification of the faulty part. Customer will confirm that appropriate access at the time of the request has been arranged for the delivery of the hardware replacement parts. Customer will immediately contact the Huawei TAC upon receiving faulty replacement units or upon finding spares to be DOA. For Indirect Sales, the end customer to contact Distributor/Reseller/Value Added partner (VAP) for hardware DOA. Conditions All hardware replacement parts provided to the customer by Huawei will remain the property of Huawei until the faulty parts have been returned to Huawei s parts center. The replacement part will be at or above the minimum revision level supported by Huawei at the time of the request. No customer specific software will be loaded onto the replacement unit provided by Huawei. Exclusions The following items are excluded from the SPSS scope: Onsite hardware repair and any associated labor, travel and living expenses. Hardware replacement parts installation by a Huawei onsite engineer unless an onsite support package has been contracted. Collection of faulty parts from the customer site available only in combination with an onsite support package. Telepresence TV screens are excluded from 4Hr Spare Parts Support. For Server and Storage products, Customer Self Repair (CSR) items are excluded from the Onsite Hardware Replacement service packages. Please refer to the Huawei Enterprise USA IT Products Warranty document for the list of items. SPSS installation is only available for maintenance support and cannot be used for Planned Engineering Works (PEW) such as upgrades, equipment relocation or network expansion. Huawei Enterprise Service A Better Way 16
Appendix A - Remote Access To facilitate a rapid solution to emergency or high-priority SRs, Huawei requires remote access to the customer network at all times. Therefore, the customer must provide the following two remote access enabling facilities at the time an SR is opened. High speed access (1Mbps or higher) via Internet by installing and maintaining at least one VPN Gateway or Branch-to-Branch VPN for a mutually agreed-upon number of users. Logons and passwords must be assigned to Huawei TAC. Customer must provide unrestricted root-access level logon and passwords for all Huawei provided equipment and the individual node IP addresses of each network element. It is the customer s responsibility to notify Huawei of any changes to the node IP list prior to implementing the changes. Remote access by Huawei TAC Huawei TAC will not connect to a customer network without prior authorization, and the purpose of connection will be solely to provide the technical support. If access procedures for data links (including procedures related to security) require non-standard activity by Huawei or impose additional costs upon Huawei, then Huawei may, as it reasonably determines to be appropriate, invoice the customer for additional charges for Technical Support service. Huawei Enterprise Service A Better Way 17
Appendix B - Definitions Bug Fix: Any modification or revision to the supported software version run on a subcontracted product, other than an enhancement, that corrects an error or provides other incidental corrections. Business Days: Huawei standard working period is Monday to Friday, 5 days a week, 8 hours a day from 9:00am to 5:00pm local hours excluding holidays. DOA: Dead-On-Arrival. Term applied to part that fails at first boot up or 48 hours after power on, including before Preliminary Acceptance Certificate (PAC) of Huawei delivery project. Enhancement: A change, addition or new release other than a Bug Fix to the supported software release that adds new functions or features, or improves functions or performance. FRU: Field Replaceable Unit. Term applied to the product component that can be replaced in the field. Faulty Part: A non-function hardware unit. RMA: Return Material Authorization. Approval obtained to return defective and unwanted items to a receiving location. The RMA number allows tracking of the return and helps assure proper credit to the sender. Service Level: Measurement and availability of the service performance target. SR: Service Request. Term applied to a case opened to track reported issue. Huawei Enterprise Service A Better Way 18
Copyright Huawei Enterprise, USA 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 Enterprise, USA. Huawei Enterprise 20400 Stevens Creek Blvd, Suite Huawei 200 Enterprise Service A Better Way 19 Cupertino, CA 95014 Tel: 877 9HUAWEI (877.948.2934) Email: tac.usa@huawei.com; ServiceSolutionTeam@huawei.com http://enterprise.huawei.com/us