WEU_EBG_SDD_CoCare Support_V2.0.pdf

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Huawei Enterprise

Service Definition Description

CoCare Support for Enterprise Products

Version 2.0


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Huawei Enterprise Service Definition DescriptionCoCare Support for Enterprise Products

18-August-2014 Confidential Page 2 of 27

Table of Contents

1 Introduction ........................................................................................................................... 4

1.1

Warranty ................................................................................................................. 6

2

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

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

2.2

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

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

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

3

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

3.1

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

4

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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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

Huawei’s 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

Huawei’s 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 Partner’s 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: Spare Parts Support logistics.


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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 Huawei’s comprehensive Customer Support infrastructure, which provides

Service Levels, Troubleshooting, Problem consultation and Service Performance Management, the Service

Partner is recommended to enhance the standard warranty support during the 1st 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 Huawei’s support packages and their associated Service Levels:

Service

Element:

Basic

9x5xNBD-S

Standard

9x5xNBD

Enhanced

9x5x4Hours

Premier

24x7x4Hours

Customer

Support Center24x7 24x7 24x7 24x7

Technical

Assistance24x7 24x7 24x7 24x7

Software

MaintenanceYES YES YES YES

Online Support/Web Access

YES YES YES YES

Spares Support

logistics service

Next Business

Day Shipment

Next Business Day

Delivery

Same Business

Day Delivery

4 Hour

Delivery

Spares Support

installation

service

NO NO NO NO

‘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

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

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.

Service TypeService Level

Target

Service

AvailabilityDefinition

Spare Parts logistics service:

Next Business Day Shipment95% shipment within

1 Business Day9x5

Next Business Day Shipment

from the confirmation of the

service request to the shipment

of the parts to the Service

Partner designated address


Target

Service



Next Business Day Delivery95% delivery within

1 Business Day9x5

Next Business Day Delivery


service request to the delivery




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2.3 CoCare Enhanced

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

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.

Service Type Service Level TargetService



Same Business Day Delivery95% delivery within the

Same Business Day9x5

Same Business Day Delivery


service request to the delivery




Target

Service



4 Hour Delivery95% delivery within

4 hours24x7

4 Hour Delivery from the

confirmation of the service

request to the delivery of the

parts to the Service Partner

designated address


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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 Partner ’s 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

Level 1 Technical Support

(includes Help Desk)

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.

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 ofproblems 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.

Capable to escalate to the Global Product Expert teams (3rd

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 patchesFor fault restoration

triggered by CSR

Software Maintenance Download

Center

SW updates and maintenance releases

offered for free24x7 via web site

Salesforce CSR management system 24x7

Online Customer SupportTAC Case collection and troubleshooting

knowledge database24x7

Information Sharing portal Product bulletins, feature guides 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 Huawei’s 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 Huawei’s 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 Huawei’s 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 [email protected], 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

incident’s severity level according to Huawei’s 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 Huawei’s 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 CSR’s 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 Huawei’s 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 Huawei’s 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 Huawei’s 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. Theinformation 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 Partner ’s compliance with Huawei’s 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 Customer ’s

network.

SW download capabilities.

Perform entitlement checking procedure on incoming CSR’s.

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 Huawei’s 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 Customer ’s 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 thedevice

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 Huawei’s support teams providing the services by a remote method. Requir ed circuits

shall be provided at Service Partner ‘s expense. Please refer to Appendix A for a description of Huawei’s

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 Huawei’s 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 site’s 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 theService 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

Partner ’s 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 Partnernegligence, 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 Customer ’s 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:

CSR Classification Service AvailabilityResponse Time

(see note 1)

Restoration Target

(see note 2)

P1 24x7 < 30 minutes 100% in 24 hours

P2 9x5 < 60 minutes during

Business Day

95% in 5 Days

P3 9x5 < 2 hours during

Business Day

95% in 30 Days

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 Huawei’s

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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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 Partner’s contracted site to the targeted Service Level at Huawei’s

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 Partner’s 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 Partner’s 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 site’s

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 Partner ’s 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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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 Partner’s 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 accessto 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 Customer ’s 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.

Documents

WEU_EBG_SDD_CoCare Support_V2.0.pdf