WEU - EBG - SDD - CoCare Support - V2.0 PDF

Huawei Enterprise
Service Definition Description
CoCare Support for Enterprise Products
Version 2.0
Huawei Enterprise Service Definition Description

Table of Contents
1
Introduction ........................................................................................................................... 4
1.1
CoCare Support Packages .................................................................................................... 7

2.1
CoCare Basic ......................................................................................................... 8
2.2
CoCare Standard ................................................................................................... 8
2.3
CoCare Enhanced ................................................................................................. 9
2.4
CoCare Premier ..................................................................................................... 9
Technical Support Service ................................................................................................... 10

3.1
Warranty................................................................................................................. 6
Service Summary .................................................................................................10
3.1.1
Emergency Recovery .......................................................................................... 12
3.1.2
On-site assistance............................................................................................... 12
3.1.3
Online Customer Support ................................................................................... 13
3.2
CSR Classification ...............................................................................................13
3.3
CSR Restoration Options ....................................................................................14
3.3.1
CSR Restoration through Software, procedures or actions ............................ 14
3.3.2
CSR Restoration through Hardware Upgrade or Replacement........................ 15
3.3.3
CSR Handling Procedures .................................................................................. 15
3.4
Huawei Responsibilities ......................................................................................16
3.5
Service Partner Responsibilities .........................................................................17
3.6
Assumptions ........................................................................................................18
3.7
Exclusions ............................................................................................................19
3.8
Escalation Management.......................................................................................20
3.9
CSR Service Levels ..............................................................................................21
Spare Parts Support Service ............................................................................................... 22

4.1
Service Summary .................................................................................................22
4.2
Deliverables ..........................................................................................................22
4.3
Huawei Responsibilities ......................................................................................23
4.4
Service Partner Responsibilities .........................................................................24
4.5
Assumptions ........................................................................................................25
4.6
Exclusions ............................................................................................................25
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Appendix A Remote Access to End Customer network ............................................................ 26

Appendix B Definitions ............................................................................................................ 27
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1 Introduction
CoCare is the Huawei Enterprise Customer Support Service offering and provides the technical assurance
to Huawei Service Partners to assist them in keeping and maintaining high network reliability and
sustainable system operations for Huawei Enterprise products. The CoCare service concept utilizes the
Huawei Support platform capabilities in delivering comprehensive leading-edge technical support to
Huaweis Service Partners.
The Huawei deliverables across the CoCare services portfolio consist of the following components:
Technical Support (Level 3) for the remote restoration of software related issues
Spare Parts Support for hardware related issues
Software Support upgrades to solve software defects
Online Support access to the Huawei website for information and tools
Huaweis offers a variety of support packages aimed at addressing the various Service Partner spare parts
requirements.
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CoCare addresses the Service Partner requirement for expedited replacement parts along with the best in
class Technical Support service. The hardware service component available within this service package is
featured by the replacement logistics to the Service Partners designated address within Service Level of the
contracted CoCare support package. The typical network support profile of those Service Partners is as
follows:
Require leading-edge technology software support by the vendor
Prefer minimal investment in the inventory stock, spares warehousing and delivery infrastructure
Require availability of the faulty parts replacement by the vendor within a fixed turnaround time
Possess in-house field engineering resources to install replacement parts.
The CoCare Service Definition Description in this document describes the service types and levels,
specifications, deliverables and responsibilities. The details covered in the following sections are:
Section 2:
CoCare Support Package definitions and Service Level targets.
Section 3:
Technical Support offered with the fixed delivery package addressing both Technical
Assistance Service and Emergency Recovery requirements.
Section 4:
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1.1
Warranty
Warranties provide limited liability for Huawei to replace defects in Huawei products. They are generally
limited in both the duration and the support level they offer. Warranties generally do not include Huawei
Technical Assistance Center (TAC) support, software upgrade, or any of the additional benefits obtained
under a support service contract.
Therefore to gain access to Huaweis comprehensive Customer Support infrastructure, which provides
Service Levels, Troubleshooting, Problem consultation and Service Performance Management, the Service
st
Partner is recommended to enhance the standard warranty support during the 1 year of operation by
purchasing the Technical Support Service or one of the service packages available by Huawei Customer
Support services portfolio.
For a description of valid Warranty time periods, provisions and service levels, hardware return procedures,
and exclusions, refer to the applicable Huawei Warranty Policy documentation to the product purchased.
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2 CoCare Support Packages

The following table summarizes Huaweis support packages and their associated Service Levels:
Basic
Standard
Enhanced
Premier
9x5xNBD-S
9x5xNBD
9x5x4Hours
24x7x4Hours
24x7
24x7
24x7
24x7
24x7
24x7
24x7
24x7
YES
YES
YES
YES
YES
YES
YES
YES
Spares Support
Next Business
Next Business Day
Same Business
4 Hour
logistics service
Day Shipment
Delivery
Day Delivery
Delivery
NO
NO
NO
NO
Service
Element:
Customer
Support Center
Technical
Assistance
Software
Maintenance
Online Support/
Web Access
Spares Support
installation
service
YES = included
NO = not included
9x5 = Business Days: Monday to Friday, from 9:00 to 18:00 Central European Time (CET) excluding public
holidays
24x7 = 24 (twenty-four) hours per day, 7 (seven) days a week
NBD = Next Business Day Delivery
NBD-S = Next Business Day Shipment
Each Huawei CoCare Support Package has a Service Level designed to address a specific Service Partner
requirement. The Service Level Target is an overall task completion target. This is measured as the Turn
Around Time (TAT) between the valid Service Partner request acceptance by the Huawei Customer Support
Center (CSC) and the completion of the Spare Parts logistics service.
The following sections and chapters provide details on the Huawei CoCare Support Packages offered and
their respective service type, level, availability and definition.
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2.1
CoCare Basic
Service Type
Service Level
Service
Target
Availability
Definition
Next Business Day Shipment
Spare Parts logistics service:

Next Business Day Shipment
from the confirmation of the
95% shipment within
9x5
1 Business Day
service request to the shipment

of the parts to the Service
Partner designated address
Notes:
1. Next Business Day: Fault reported before 15:00 CET - task completion target will be before 18:00 the
next locally recognized office Business Day. Huawei will provide the service during the standard
Business Days; Monday to Friday, 5 (five) days a week, 9 (nine) hours a day from 09:00 to 18:00 CET.
2. Huawei will observe the public holidays that apply in the countries where the service is to be delivered.
Parts dispatch for incidents accepted during weekends or public holidays will be deferred until the next
business day.
2.2
CoCare Standard
Service Type
Service Level
Service
Target
Availability
Definition
Next Business Day Delivery

Next Business Day Delivery
95% delivery within

1 Business Day

9x5
service request to the delivery

Partner designated address
Notes:
1. Next Business Day: Fault reported before 15:00 CET - task completion target will be before 18:00 the
next locally recognized office Business Day. Huawei will provide the service during the standard
business days; Monday to Friday, 5 (five) days a week, 9 (nine) hours a day from 09:00 to 18:00 CET.
business day.
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2.3
CoCare Enhanced
Service Type
Service Level Target
Service
Definition
Availability
Same Business Day Delivery

Same Business Day Delivery
95% delivery within the
9x5
Same Business Day
service request to the delivery

Partner
designated address
Notes:
1. Prior to committing to the Same Business Day Service Level Target, a detailed analysis would be
required to determine the Service Level Target available for each site by obtaining full post code data for
each customer site. Given the depot infrastructure available to Huawei, Huawei is confident that the
majority of sites would be covered within the targeted Service Level.
2. Same Business Day: Fault reported before 13:00 local time - task completion target will be before 18:00
of the same business day. Huawei will provide the service during the standard business days; Monday
to Friday, 5 (five) days a week, 9 (nine) hours a day from 09:00 to 18:00 CET.
business day.
2.4
CoCare Premier
Service Type
Service Level
Service
Target
Availability
Definition
4 Hour Delivery from the

4 Hour Delivery
95% delivery within

4 hours
confirmation of the service

24x7
request to the delivery of the

parts to the Service Partner
designated address
Notes:
1. Prior to committing to the 4 hours Service Level Target, a detailed analysis would be required to
determine the Service Level Target available for each site by obtaining full post code data for each End
Customer site. Given the depot infrastructure available to Huawei, Huawei is confident that the majority
of sites would be covered within the targeted Service Level.
2. Huawei will provide the service 24 (twenty-four) hours a day, 7 (seven) days a week, including
weekends and public holidays.
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3 Technical Support Service

3.1
Service Summary
Huawei Enterprise Customer Support organization provides remote Technical Assistance for the Service
Partner issues encountered with the operation and maintenance of Huawei network solutions. Huawei
engineers will deliver the expert level support to assist a Service Partners support staff with a reported
problem providing remote diagnostics, troubleshooting, restoration of configuration and/or product related
software deficiencies. Incidents deemed to be caused by the software issues will be addressed by the
provision of the corrective patches for software bug fixes.
The Technical Support Service scope, addressed in this chapter, includes only the Level 3 support delivered
by Huawei technicians to Service Partners. The definition of the support levels is provided herein:
Support Level
Support Level Definition

Service Partner call reception, service entitlement check, case information
collection and base problem determination, customer request
acknowledgement, defining call routing to an appropriate engineering skill
resource.
Level 1 Technical Support

(includes Help Desk)
The ability to provide general Product information and configuration

support, collect relevant technical problem identification information, and
provide basic support on the standard Software protocols and features.
Problem solving based on Knowledge Database.
Includes the Hardware RMA process.
First Level Support, plus the capability of problem isolation, specific
Product defect determination, lab simulation and interoperability testing.
Second Level Support also includes: analyzing/taking traces and dumps,
providing advanced support on all Software protocols and features,

reproducing complex problems in a lab environment, and the diagnosing of
problems remotely.
Resolutions published in Knowledge Database.
Provide Hardware correction or Software fix, patch or workaround, provide
high level technical information, and troubleshoot problems that were not
diagnosed during Level 2 Support.

rd
Capable to escalate to the Global Product Expert teams (3 Line support)
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who are centrally located with the design and R&D organizations
Resolutions published in Knowledge Database.
All events will be managed as specific Customer Service Requests (CSRs). The CSR provides a unique
reference number to track Service Partner reported problems, describes the issue and contains a record of
all work, actions and findings of investigations up until the CSR closure. Huawei facilitates Service Partner
visibility of CSRs with direct email status updates via the web-based incident management system called
Salesforce.
In addition, Huawei will provide the Service Partner with access to an online Customer Support web-based
resources including the Information Sharing portal that both give access to the broad range of Huawei
Technical Documentation, Product Bulletins and software download facilities. The same web interface
allows access to Salesforce.
To summarize, the Technical Support Service includes the following core disciplines:
CSR Management
Fault Analysis and Remote Fault Restoration
Assistance with the 3rd party equipment issue diagnostics (limited scope)
Access to the Knowledge Database and fault handling experience sharing portal (product manuals,
technical bulletins and fault/cases information).

Technical Support Service is provided for all problems that are classified as P1, P2, P3 or P4 (see chapter
3.2 CSR Classification). Technical Support Service provides restoration for all situations, advice relating to
faulty system performance, configuration, and other technical queries. Huawei will use commercially
reasonable efforts to deliver remote assistance related to Huawei system operation and maintenance issues
affecting covered products.
The following table provides a summary of all service components provided within the Technical Support
Service:
Service Component
Scope
Availability
Technical Support Service
Critical issues support (P1)
24x7
Technical Support Service
Non-Critical issues support (P2, P3 or P4)
9x5
Software Update Patch delivery
Bug fixes and corrective patches
Software Maintenance Download
SW updates and maintenance releases
Center
offered for free
Salesforce
CSR management system
Online Customer Support

Information Sharing portal
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TAC Case collection and troubleshooting

knowledge database
Product bulletins, feature guides
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For fault restoration

triggered by CSR
24x7 via web site
24x7
24x7
24x7
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3.1.1
Emergency Recovery
The Emergency Recovery deals with critical service affecting faults that require immediate corrective action,
regardless of time of the day or day of the week. This type of problem is classified as a P1 case and must be
reported by telephone to the Huawei CSC. A dedicated team of engineers with appropriate skills and
system knowledge is available and will provide continuous support until the network element or system
performance is restored to a pre-incident operation level or a workaround solution has been presented.
Whenever the Service Partner reports an emergency situation to Huawei, the Technical Support engineer
will respond immediately to start remote diagnostics, problem isolation and service restoration attempt.
During the Emergency Recovery service and in case Huaweis Technical Support Engineer requires remote
access to systems for troubleshooting purposes, the Service Partner shall provide the VPN or other mutual
agreed connectivity including the authorized account and passwords. If the remote access facilities do not
function due to reasons not attributable to Huawei, the Workaround Time and/or Restoration Time may be
prolonged according to the time it takes to solve the issue in another way (by sending information via mail or
on-site intervention or etc.).
The case addressed by the Emergency Recovery service is considered resolved when:
The Service Partner accepts a suitable Workaround and/or Workaround Solution, and the network or
service has been restored to the state before the P1 situation occurred
During an agreed observation period, the emergency situation does not re-occur.
Upon restoration of the network or system fault, a P3 CRS can be created for follow up and further diagnose
the root cause, at Huawei discretion, with the purpose of determining the ultimate reason for the occurred
fault and elimination of reoccurrence possibility.
3.1.2
On-site assistance
On-site support will be provided, at Huaweis discretion, if problems cannot be duplicated or resolved
remotely within a reasonable amount of time. Huawei will arrange to attend site in a timescale consistent
with the impact of the event on the system and the availability of appropriate Huawei resources. The Service
Partner will be charged an incremental price for this service delivery based on Huaweis then-current
time-and-materials fee plus any business travel expenses incurred.
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3.1.3
Online Customer Support
The primary contact point for assistance is the Huawei Customer Support Center (Huawei CSC) and can be
reached by email at EUsupport@huawei.com , and by telephone at the international toll free number +800
33.88.88.88 or alternatively at +40.31.2261900.. Upon receiving the Service Partner call, the Huawei CSC
will perform the service entitlement check. The Service Partner is required to provide the case information,
containing (but not limited to) the service contract number, the product and chassis serial number and
incidents severity level according to Huaweis CSR classification.
Access to the online Huawei Customer Support-E portal (http://support.huawei.com/enterprise) will be
provided. It will allow the access to Huaweis Knowledge Management environment, which is a resource
domain of publicly available product and support material, including a customer service question and
answer forum. With the help of these resources, the Service Partner will be able to:
Create and submit CSRs (except P1 CSRs which must be reported by telephone)
Manage CSRs. Service Partners will be able to view CSR status, log notes, add attachments and search
issue history via Salesforce
Review status of known issues
Access technical documentation
Access updates and maintenance releases for appropriate software versions
Access to Product and Technology Support pages.
The information provided via the web resources is made available as it becomes generally released for
distribution by Huawei.
3.2
CSR Classification
All CSRs reported will be classified in accordance with Huaweis network impact severity levels. These
categories determine the priority that they are given for restoration. The definitions given below are for the
purpose of determining the appropriate categorization of issues reported by the Service Partner.
Priority 1 (Critical):
End Customer cannot perform critical business functions, and immediate corrective action is required.
Huawei and Service Partner each commits to work on the problem continuously until functionality has been
restored.
Priority 2 (Major):
End Customer can perform critical business functions, but performance of critical business functions is
degraded or severely limited. Huawei requires continuous support from the Service Partner during the
troubleshooting and restoration period.
Priority 3 (Minor):
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End Customer business functionality is largely unaffected but End Customer requires support to resolve
minor issues.
Huawei requires support from Service Partner during the troubleshooting and restoration
period.
Priority 4 (Other):
No impact to End Customer business functionality.
Normal service requests for the sales, installation,
operation and maintenance of Huawei Enterprise products, Huawei documentation non-conformance,

non-urgent RMA requests, and cosmetic defects.
3.3
CSR Restoration Options
3.3.1
CSR Restoration through Software, procedures or actions
For product related software problems that can be verified and/or recreated by Huawei on the currently
supported revisions of the Software, Huawei may provide:
A recommended corrective action
A workaround (temporary or permanent) to fix the problem or restore the impacted services
A software update or revision to resolve the problem (a software patch)
An interim solution with the aim of providing a long-term validated solution to the CSR
A statement that the system operates in accordance with design intent and whether custom modification
may be possible.
Software updates in a form of correction patches will be made available to the Service Partner in
accordance with the software delivery policy that applies to the specific product(s) being supported.
Pertinent to this policy Huawei provides the software incidental support and bug fixes only on the supported
software releases. Therefore as a first step of the case diagnostic activities, the Huawei TAC engineer will
audit the software on the faulty system to ensure that it is at the supported level. If the software is not a
currently supported version, then Huawei will close the CSR and urgently request the Service Partner to
upgrade the systems at which time, if still required, the Technical Support resumes. If after the upgrade the
problem still persists, the Service Partner is requested to open a new CSR in order for Huawei TAC to
re-engage troubleshooting the reported problem.
Upon the corrective patch implementation the Service Partner will obtain access to the existing
features/functionalities set that are conform to the licences purchased for the given network equipment.
For problems with Software that could not be verified and/or recreated by Huawei, Huawei shall provide a
statement that the issue could not be verified and that more data or continuing work is necessary to verify the
existence of an issue. Software enhancements, in a form of changes, an addition to the software that add
new functions or features or improves functions or performance by changes to the system design, will not be
provided within the Technical Support service scope.
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3.3.2
CSR Restoration through Hardware Upgrade or Replacement
For known problems the cause of which has been corrected in a later, supported version of Hardware, the
Service Partner 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 problem, a hardware part replacement (RMA) will be
recommended. Please refer to Section 4 for further details.
3.3.3
CSR Handling Procedures
P1 Problems
The TAC Manager will be notified immediately to ensure appropriate resources are allocated to this P1
Problem. Huawei and Service Partner will work together continuously to provide either a Restoration or
Resolution to the problem. If a Work Around is available and implemented, the P1 status will be
decreased to P3 for determining the Root Cause. Huawei will use all reasonable efforts to provide a
suitable Work Around within 24 hours after the problem has been classified as P1.
P2 Problems
Huawei and Service Partner will work fulltime during normal business hours to provide either a
Restoration or Resolution to the problem. If a Work Around is available and implemented, the P2 status
will be decreased to P3 for determining the Root Cause. Huawei will use all reasonable efforts to provide
a suitable Restoration or Resolution to the problem within 5 Business Days after the problem has been
classified as P2.
P3 Problems
Huawei and Service Partner will work fulltime during normal business hours to provide either a
Restoration or Resolution to the problem. Huawei will use all reasonable efforts to provide a suitable
Restoration or Resolution to the problem within 30 Business Days after the problem has been classified
as P3.
P4 Problems
Huawei and Service Partner will work during normal business hours to provide either a Restoration or
Resolution to the problem or to provide assistance to the request. Huawei will use all reasonable efforts
to provide a suitable Restoration, Resolution or other requested assistance to the problem within 90
Business Days after the problem has been classified as P4.
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3.4
Huawei Responsibilities
Provide access to the Huawei Customer Support Center, which is the single point of contact for the receipt
of all Service Partner calls and inquiries. The Huawei CSC is available 24 hours a day, every day of the year.
Incoming calls might be connected to an Automatic Call Distribution (ACD) system and may be recorded
and/or monitored for quality purposes. Where toll-free access is not available, the Service Partner will be
responsible for any telecommunication facility charges and/or long distance toll charges associated with
access to the Huawei CSC.
Provide access to the Salesforce CSR tracking system available via the Huawei Customer Support-E web
site http://support.huawei.com/enterprise. This CSR management system enables the Service Partner to
open and view cases via the web site. The Service Partner will be responsible for any telecommunication
facility charges associated with access to Huaweis web site.
Assign a unique reference number from its case tracking system when the Service Partner reports a service
request and recording the time at which the CSR was received. Huawei will request that the Service Partner
agrees to a case priority level in accordance with the guidelines set out in chapter 3.2 CSR Classification.
Provide an access account to the Information Sharing web portal, which is Huaweis Knowledge
Management platform, available via the Customer Support web site http://support.huawei.com/enterprise.
The Service Partner will be entitled to access that facility 24 hours a day, every day of the year. The
information will be made available to the Service Partner when it is made generally available for distribution
by Huawei. The Service Partner must acknowledge and agree that access to the Customer Support web site
may be conditional upon Service Partners compliance with Huaweis security requirements and/or other
terms deemed necessary by Huawei. Depending on the product, information and/or tools available to the
Service Partner on the above web facility may include:
Problem solutions knowledge database
Status review of known software problems
Access to technical information (on a read-only basis), including regularly updated Product
Bulletins (PB)
Known product case status and Open Issues to assess potential impact for the Customers
network.
SW download capabilities.
Perform entitlement checking procedure on incoming CSRs.

Provide a remote fault restoration as described in the Technical Support Service chapter 3.1 Service
Summary.
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3.5
Service Partner Responsibilities
The Service Partner shall use all reasonable efforts to ensure that the Products are installed and operated
according to Huaweis specifications, and sustained at the then current Software Release levels and patch
status.
The Service Partner must maintain an unmodified copy of the latest revision of all Software Releases
provided hereunder and any additional documentation or archival files necessary to reinstall reconfigure or
reconstruct any lost, altered or damaged Software.
In order to be eligible to the contracted Technical Support Service, the Service Partner must install the
minimum supported software release level on the Huawei equipment.
Before contacting Huawei, Huawei requires the Service Partner to perform various actions, such as the
collection of relevant information, problem identification and analysis, initial diagnosis, troubleshooting and,
where possible, restoration of the service or workaround.
If the Service Partner is unable to diagnose and/or resolve the Product failure then the Service Partner shall,
before calling the Huawei Customer Support Center, obtain all information necessary for Huawei to recreate
the reported non-conformance, including, but not limited to, the following information:
A complete description and scope of the non-conformance, time that it began, the Software revision
level and any known workarounds if applicable
A network map and software and hardware configurations
Determine if log files are enabled and provide log file contents
Use best efforts to reproduce the problem
Perform network traces
Confirm that network links are functioning
Description of the Customers attempted restorations
Contact the Huawei CSC requesting the case support and provide the following incident information:
Huawei support contract number
Product model and serial number, its hardware configuration and current software release run on the
device
Chassis serial number
Physical location of the device
Severity issue defined in accordance with Huawei case severity classification.
The Service Partner shall provide notice to Huawei of the employees whom the Service Partner wishes to
designate as authorized to place calls to Huawei. Each of these Service Partner contacts shall be referred
as to a Named Caller. The Service Partner shall notify Huawei of each such Named Caller by name, title,
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address and telephone number. Huawei shall not be obliged to initiate access to Services hereunder in
response to a request placed by anyone other than Named Caller.
The Service Partner personnel must be available to aid in problem diagnosis for all cases reported to the
Huawei Customer Support Center. If the Service Partner representative is not able to maintain constant
contact during the restoration of the P1 and P2 cases, Huawei reserves the right to downgrade the category
assignment of the case.
The Service Partner will provide Huawei the VPN or other mutually agreed connectivity, as required by
Huawei, to enable Huaweis support teams providing the services by a remote method. Required circuits
shall be provided at Service Partners expense. Please refer to Appendix A for a description of Huaweis
remote access requirements.
3.6
Assumptions
Only products that are specifically identified in the support contract will be covered by the Technical Support
Service.
The Service Partner must report P1 outages by telephone only. These calls will be forwarded to the Huawei
Emergency Recovery team and handled in the manner described in the chapter 3.1.1 Emergency
Recovery.
Non-emergency cases will be addressed by the Technical Assistance Service team during Huawei Business
Days.
Service Partners may access the Huawei Customer Support Center to escalate a case to higher levels of
management within Huawei.
All Huawei products in the network must be covered under the same level of service. If the provided product
count is inaccurate, or there are changes to the product count or configuration during the support period,
then the support services contract will be modified to reflect these changes.
The Service Partner must comply with Huaweis Software Support policy that requires all Huawei platforms
to be kept at the then-current or immediately preceding revision level. Software needs to be upgraded
regularly in order to avoid technology obsolesces and keep maintenance costs down.
All Huawei products of the same type must be entitled to receive the same level of support. Warranty
addresses product defects in material and workmanship only. Products that are under a support contract are
covered for both product hardware and software deficiencies.
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For the purpose of providing support services, Huawei will have the right at any time to audit a contracted
site through software, remote polling or other reasonable means to verify the sites in-service inventory
against the contracted equipment to confirm the customer network size or to verify the software status.
Huawei will log all calls for record-keeping purposes.
The Service Partner will provide to Huawei all necessary authorisations for remote access to the End
Customer network during the services restoration process. The Service Partner acknowledges and agrees
that such access may be conditional upon compliance by the Service Partner to all of Huawei security
requirements applicable to the remote access connectivity pertinent to the technical support service delivery,
The Service Partner personnel may be required to assist with service-level restoration in accordance with
instruction from Huawei. The Service Partner must designate competent personnel to work with Huawei
engineers to restore the service level. The Service Partner representatives must have the authority to make
all decisions regarding any actions required to resolve the case.
All Service Partner support personnel responsible for operating and troubleshooting Huawei products must
be technical specialists who have successfully completed relevant Huawei products training and
certifications.
3.7
Exclusions
Huawei shall not be required to provide support for Products that have been modified in any way by the
Service Partner. The Service Partner understands and agrees that Time and Material charges apply for any
Services requested by the Service Partner that are determined to be related to or the result of a Service
Partners modification to a Product.
The following types of damage to Huawei equipment are not within the scope of Huawei's service
commitment:
1. Damage to Huawei-made equipment because of force majeure (natural disasters, fires and wars).
2. Direct damage caused by failure to meet system requirements already given in writing for the site
running environment or external electrical parameters.
3. Large scale damage to hardware or data of Huawei-made equipment due to Service Partner
negligence, irrelevant operation or intentional damage.
4. Damage caused by the Service Partner failure to run Huawei equipment in compliance with the
operation manual of the equipment.
5. System damage caused by third party or Service Partner reasons, including relocation and
installation of the system in noncompliance with Huawei requirements and damage caused by
adjustment, change or removal of identification marks in noncompliance with Huawei requirements.
6. System damage directly caused by problems in End Customers Infrastructure.
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While assisting a Service Partner with a CSR restoration, Huawei will investigate the issue using reasonable
investigative techniques to verify that the products covered by the support plan are working according to
specifications. If the issue is found to be the result of products that are not covered by a support contract,
Huawei, with Service Partner approval, will continue to investigate the issue at the then-current Huawei
time-and-materials fees plus associated business travel expenses.
The equipment operating on an unsupported software release, Technical Support may be limited to ER
according to then-current Huawei product support policies.
Huawei will observe the public holidays that apply in the countries in which the Huawei technical support
teams are located. Responses to P2, P3 and P4 conditions will at these times be deferred until the next
business day.
Where Huawei has tried unsuccessfully on three (3) separate occasions to obtain further assistance from
the Service Partner to resolve the reported issue, Huawei may at its discretion change the status of the CSR
to Closed.
3.8
Escalation Management
In order to ensure problems are restored within the targeted services levels, it may also be necessary to
report to management level.
There are two conditions for management escalation as stated below:
Un-restored critical problems
Ageing problems.
The purpose of escalation is to ensure pending problems are brought to the appropriate levels of expertise
and management for attention and action.
Huawei will follow below the Escalation Management model regarding the fault priority levels set by
problems reported:
Owner
P1
P2
P3
P4
Manager TAC
1 hour(s)
12 hour(s)
15 Days
30 Days
Service Manager
2 hour(s)
24 hour(s)
Local Service Director
4 hour(s)
48 hour(s)
CEO Local Office
24 hour(s)
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Regional Service Director
24 hour(s)
VP Services
48 hour(s)
The Escalation process should involve parallel escalation within both the Service Partner and Huawei to
ensure that both companies are escalating unresolved issues simultaneously. This process has to be
aligned with the Service Partner operational organization at the time the support plan is being set up.
3.9
CSR Service Levels
The Technical Support Service is delivered against the service level targets applicable to the following CSR
classifications:
Response Time
Restoration Target
(see note 1)
(see note 2)
24x7
< 30 minutes
100% in 24 hours
9x5
< 60 minutes during
95% in 5 Days
CSR Classification
Service Availability
P1
P2
Business Day
P3
9x5
< 2 hours during
95% in 30 Days
Business Day
P4
9x5
Next Business Day
95% in 90 Days
Notes:
1. Response Time: The time from when the Huawei CSC acknowledges the CSR to when a Huaweis
Technical Assistance engineer responds to the Service Partner.
2. Restoration Target: The time from when the Huawei CSC acknowledges the CSR to when Huawei
provides a restoration or resolution to pre-call conditions.
The Restoration Target times require strict adherence to the remote connectivity requirements described in
the Appendix A of this document. Failure to comply with those requirements voids the Service Level.
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4 Spare Parts Support Service

4.1
Service Summary
When the Service Partner requires a fast response with expedited spares delivery to sites, Huawei will
provide a complete Spare Parts Support Service (SPSS) with logistics support. Within the SPSS scope,
Huawei will manage and maintain a spares inventory and ensure the logistics for the spare parts flow
between the Huawei spare stocks and the Service Partners designated address.
The Spare Parts Support Service includes the following components:
Service Center for a Single Point of Contact (24 hours a day, 7 days a week, including holidays)
regarding all spares parts shipping and delivery enquiries and escalations
Spares Warehousing and Inventory Management
Spare Part(s) logistics service to Service Partner designated address after Huaweis
acknowledgement of the RMA request.
Escalation Management and Service Reporting.
The spare parts stock is constantly monitored and re-dimensioned in order to ensure that sufficient quantity
of parts are available to support the Service Partner spare requirements.
4.2
Deliverables
The Huawei CSC is available 7 (seven) days a week, 24 (twenty-four) hours a day and serves as a single
point of contact to receive part replacement requests and an escalation point for Spare Parts Support
service issues.
After the Huawei CSC receives the Service Partner request for a replacement unit, and this request has
been validated against the service entitlement, Huawei issues a unique Return Material Authorization (RMA)
number to the Service Partner (at this point the Spare Parts Service Level measurement begins) and
dispatches the Spare Parts according to the support package service level requirement.
The Huawei CSC will create or update an RMA with the tracking number and an Estimated Time of Arrival
(ETA). The ETA will be communicated to the Service Partner within an agreed time period; any
circumstances that cause the ETA to be revised will be communicated to the Service Partner.
The Spare Parts dispatched to the Service Partner designated address are according to Huaweis high
quality standards. Each installed spare will be feature, function and fit compatible to the faulty FRU.
The Spare Parts provided will be covered by a 3-month warranty term. If the original warranty has longer
than 3 months remaining, the original warranty period will apply.
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The Spare Parts are delivered to the Service Partner in exchange for the Faulty Units they replace. Faulty
Units are returned to Huawei for refurbishing or disposal in an environmental friendly manner.
The Huawei CSC will notify the Service Partner of any non-compliant service request or a service request
for non-contracted equipment. If the service request is non-compliant, Huawei will support the Service
Partner request on a highly exceptional basis subject to the following conditions:
The dispatch approval has to be given by the Huawei Service Manager
The Service Partner will be charged the current hardware list price fee for the delivered part
The Service Partner will be requested to upgrade the existing service level to the next level.
Parts dispatch status tracking will be available via the Salesforce web interface.
4.3
Huawei Responsibilities
Huawei CSC will acknowledge RMA requests per the support package Service Availability timeframe
specified in Section 2 with the following Service Type notifications:
Next Business Day requests must be acknowledged on a Business Day prior to 15:00 CET.
Same Business Day requests must be acknowledged on a Business Day prior to 13:00 CET.
Upon the request acknowledgement, the Spare Parts will be dispatched. Huawei will ensure the requested
parts logistics service to the Service Partners contracted site to the targeted Service Level at Huaweis
expense.
Huawei provides the Spare Parts.
To furnish the Spare Parts Support service, Huawei will stock and warehouse the spares inventory to
support the maintenance of deployed Huawei products within the networks of Service Partners contracted
site(s). A detailed review of the entire installed base would be conducted to ensure that spares are correctly
dimensioned in terms of parts, quantity and location to meet the targeted Service Level.
The warehouse location will be fixed according to the distribution of equipment installed in the current
networks of the Service Partners End Customers in order to meet the requirement for spare parts, including
the warehouse management for spare parts packaging, stock inbound and outbound operations, as well as
quarterly stocktaking.
Huawei will close the RMA upon receiving the defective unit.
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4.4
Service Partner Responsibilities
The Service Partner is to call the Huawei CSC for RMA requests, including identifying the task to be
completed, within the support package Service Availability timeframe as specified in Section 2.
Ensure that products are used only in accordance with Huawei technical documentation.
Provide full information on products and configurations identified for service in order to permit planning and
management of appropriate spares inventories.
Notify Huawei of any change to site configuration; this notification includes new products and configurations,
adds, changes or deletes to existing configurations as well as the establishment of new sites and product
configurations at those sites.
Provide the first level of diagnostics in determining the need for a RMA request. Service Partner support staff
should have appropriate product training to allow effective identification of the faulty part.
Confirm that appropriate access at the time of the request has been arranged for the delivery of the spare
part. Delivery task completion times are subject to the courier gaining entry to the agreed spare part
destination address within 10 minutes of arrival to site.
Purchase the Spare Parts Support service for all similar equipment at each contracted site.
Allow Huawei at any time to audit a contracted site through software or other means to verify the sites
in-service inventory against the contracted equipment.
Immediately contact the Huawei CSC upon receiving faulty replacement units or upon finding spares to be
Dead On Arrival (DOA).
When the Service Partner is installing the Spare Part, the Service Partner responsibilities include:
Putting the Spare Part into service using own resources.
Shipping the faulty part back to Huawei designated address at Service Partners own expense
within 15 (fifteen) Business Days after receipt of the Spare Parts.
If the Service Partner fails to ship the defective unit to Huawei within 15 (fifteen) Business Days after
receipt of the replacement part, then Huawei reserves the right to charge the Service Partner
then-current list price of the Spare Parts provided.
Adhering to packing instructions provided by Huawei (including anti-static precautions) when

shipping defective units back to Huawei.
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4.5
Assumptions
All Spare Parts provided to the Service Partner by Huawei will remain the property of Huawei until the Faulty
Parts have been returned to Huaweis Spare Parts center.
Huawei maintains restocking levels that reflect service planning and inventory management practices that
are standard in the industry. The spares inventory turnover is closely monitored and any adjustments or
stock injections required would be reviewed with the Service Partner. This also applies to EOL equipment
which will need to be closely monitored to ensure stock levels are sufficient to support the targeted Service
Level at all times.
Huawei adopts the advanced spare parts calculation model (Poisson Model) to calculate and maintain
sufficient stock levels for the spare parts. The following factors are taken into consideration when planning
the spare parts inventory:
Required Turn-Around-Time (TAT)
Hardware Mean Time between Failures (MTBF)
Logistical possibilities (means of transport, local depots, etc).
Installed base to be supported
Importance of service part / critical components
Measuring fulfillment rate of Service Level performance on a monthly basis, comparing calculated
failures with actual failures (quarterly / yearly)
End Of Life (EOL) of a product.
Huawei will incur the expense of shipping the Spare Parts to the Service Partners contracted site using a
method and logistics carrier selected by Huawei in a designated region. Huawei is responsible for loss of or
damage to a part while it is in possession by Huawei or in transit to the Service Partner.
The payment of customs clearance process fees, payment of duties, taxes and other charges, associated
with the importation of Spare Parts to the Service Partner country of destination outside of EU territory, will
be Service Partners responsibility.
A shipment delivery delay voids Huawei liabilities to the targeted
Service Level.
The replacement part will be at or above the minimum revision level supported by Huawei at the time of the
request. No specific software data fill will be loaded onto the replacement unit provided by Huawei.
4.6
Exclusions
The following items are excluded from the SPSS scope:
On-site hardware repair and any associated labor, travel and living expenses.
Spare Parts installation by a Huawei on-site engineer.
Faulty Parts collection from the Service Partner site.
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Appendix A Remote Access to End Customer network

To facilitate a rapid solution to emergency or high-priority CSRs, Huawei requires remote access to the End
Customer network at all times. Therefore the Service Partner must provide the following two remote access
enabler facilities:
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 permanently assigned to Huawei CSC.
The gateway will be the primary point of
remote access into the End Customer network (or Service Partners LAB) and must provide unrestricted,
full controlling access including split tunneling, Graphical User Interface (GUI) redirection, FTP for file
transfer, Telnet for Command Line Interface (CLI), etc, to all Huawei-provided equipment in the
customer network.
The Service Partner must provide permanent unrestricted root-access level logon and passwords for all
Huawei provided network elements and the individual node IP addresses of each network element. It is
Service Partner responsibility to notify Huawei of any changes to the node IP list prior to implementing
the changes.
Remote access validation

The remote access network configuration and nodal-level security must be validated by Huawei CSC at the
time of the service implementation to help ensure successful remote access to network elements within 2
(two) minutes of the first attempt to log on. The Service Partner agrees to allow Huawei CSC remote access
to the network elements periodically and randomly to validate remote access functionality to facilitate
preparedness by Huawei to meet the targeted Service Level support requirements.
Remote access by Huawei CSC
Huawei CSC will not connect to the End Customers network without prior authorization from Service
Partner 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
Service Partner for additional charges for Technical Support service.
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Appendix B Definitions
Bug Fix: means 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 from Monday to Friday, 5 (five) days a week, 9 (nine)
hours a day from 09:00 to 18:00 Central European Time (CET) excluding public holidays.
CSC: Customer Support Center
CSR: Customer Service Request
DOA: Dead On Arrival. Term applied to parts with obvious material defects when unpacked.
Enhancement: means 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 by changes to system
design.
EOL: End Of Life. EOL products or equipment are not supported.
FRU: Field Replaceable Unit. Term applied to the product components that can be replaced by Spare Parts.
Faulty Parts: a faulty hardware unit
Inventory: Physical count of all items on hand by number, weight, length, or other measurement; also any
items held in anticipation of future use.
MTBF: Mean Time between Failures. Average time or distance or events which a part or equipment
performs between breakdowns.
Replacement Unit: a functional hardware unit sent as replacement for a faulty part. A Replacement Unit
may be either a new, refurbished or repaired part.
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.
Spare Parts: Parts used for the maintenance and/or repair of an assembled product. Synonyms are
replacement units, spares.
TAT: Turn Around Time. Equal as lead time, the amount of time estimated, or actually required, to
accomplish a specific task such as acquiring a part.
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Huawei Enterprise

Service Definition Description

CoCare Support for Enterprise Products

Huawei Enterprise Service Definition Description

CoCare Support Packages .................................................................................................... 7

CoCare Basic ......................................................................................................... 8

CoCare Standard ................................................................................................... 8

CoCare Enhanced ................................................................................................. 9

CoCare Premier ..................................................................................................... 9

Technical Support Service ................................................................................................... 10

Service Summary .................................................................................................10

Emergency Recovery .......................................................................................... 12

Online Customer Support ................................................................................... 13

CSR Classification ...............................................................................................13

CSR Restoration Options ....................................................................................14

CSR Restoration through Software, procedures or actions ............................ 14

CSR Restoration through Hardware Upgrade or Replacement........................ 15

CSR Handling Procedures .................................................................................. 15

Huawei Responsibilities ......................................................................................16

Service Partner Responsibilities .........................................................................17

CSR Service Levels ..............................................................................................21

Spare Parts Support Service ............................................................................................... 22

Service Summary .................................................................................................22

Huawei Responsibilities ......................................................................................23

Service Partner Responsibilities .........................................................................24

Huawei Enterprise Service Definition Description

Appendix A Remote Access to End Customer network ............................................................ 26

Huawei Enterprise Service Definition Description

Spare Parts Support for hardware related issues

Software Support upgrades to solve software defects

Huawei Enterprise Service Definition Description

Require leading-edge technology software support by the vendor

Possess in-house field engineering resources to install replacement parts.

CoCare Support Package definitions and Service Level targets.

Assistance Service and Emergency Recovery requirements.

Spare Parts Support logistics.

Huawei Enterprise Service Definition Description

Huawei Enterprise Service Definition Description

2 CoCare Support Packages

Next Business Day

NBD-S = Next Business Day Shipment

Huawei Enterprise Service Definition Description

Spare Parts logistics service:

from the confirmation of the

95% shipment within

service request to the shipment

Spare Parts logistics service:

95% delivery within

from the confirmation of the

service request to the delivery

Huawei Enterprise Service Definition Description

Service Level Target

Same Business Day Delivery

from the confirmation of the

95% delivery within the

Same Business Day

service request to the delivery

Spare Parts logistics service:

95% delivery within

confirmation of the service

request to the delivery of the

Huawei Enterprise Service Definition Description

3 Technical Support Service