Channel Service Programme Overview - huawei...Channel Service Programme Overview Huawei Enterprise...
Transcript of Channel Service Programme Overview - huawei...Channel Service Programme Overview Huawei Enterprise...
ChannelService ProgrammeOverviewHuawei Enterprise Western Europe
HUAWEI TECHNOLOGIES CO., LTD.A better way. Together.
channelroad
“Partnering along the new Silk Road”
As a leading, global provider of ICT products and services for over 20 years
Huawei is very well positioned to deliver high-quality services to partners
and customers anywhere in the world, any time of the day or night. Our
unrelenting focus on customer success in collaboration with our partners
significantly increases the value enterprises enjoy from our solutions. We
will continue to build strong partnerships to further enhance the service
capabilities for the benefit of our enterprise customers.
Hank STOKBROEKXDirector, WEU Enterprise Services
Huawei - Global Service Leader
Huawei is a leading global information and communications technology
(ICT) solutions provider with products and services deployed in over 140
countries. Huawei Enterprise is one of three major businesses groups and
offers comprehensive solutions and services across IP network infrastructure,
unified communications and collaboration (UC&C), cloud computing,
storage, security, server & data centre.
With years of experience in working with the challenges facing organizations
on a daily basis, we understand customer needs and are committed to
providing wide-ranging and highly efficient ICT solutions and services for
enterprise customers – wherever they are. Our aim is to establish long-
term, lasting relationships with our partners enabling us to jointly supply
our customers with creative, cost-effective solutions and support them with
services that help to build high quality networks, assure network operation,
and maintain competitive advantage.
Huawei Service Portfolio - How we deliver for your customers
The Huawei service lifecycle model has been developed specifically with partners in mind. As a result the
model is able to complement partners service capabilities as required. Each component of the Service Lifecycle
(Plan, Design, Implement, Operate and Improve) can be used independently and can be incorporated into the
partner’s service offering to the end-customer. This enables the partner to both offer a seamless lifecycle service
and receive on the job, real life customer experience to enhance the partners own capabilities.
Tailored for the needs of the channel, Huawei has developed a range of support services that can either be added
to a partner’s existing offering and sold to end user customers today (Hi-Care), or alternatively, fully support
partners in building their own customer offerings (Co-Care), all underwritten by Huawei.
Hi-Care offers a Huawei branded service utilizing the Huawei Support platform capabilities in delivering
comprehensive technical support to customers.
The Hi-Care services portfolio includes:
• Technical Support (Level 1, 2 and 3) – for the remote restoration of software related issues
• Spare Parts Support (with optional On-site Installation) – for hardware related issues
• Software Support – updates to resolve software defects
• Online Support – access to the Huawei support website for information and tools
Co-Care utilizes the Huawei Support platform capabilities in delivering comprehensive technical support to
Huawei’s Service Partners.
The Co-Care services portfolio includes:
• Technical Support (Level 3) – for the remote restoration of network related issues
• Spare Parts Support – for hardware related issues
• Software Support – updates to resolve software defects
• Online Support – access to the Huawei support website for information and tools
Hi-Care Sell / Resell
Co-Care Delivery (L3 + Spares)
Co-Care Purchase
Hi-Care Delivery
Partner Branded Services Delivery (L1/L2)
Platinum Partner(4-star)
Gold Partner(3-star)
Service GTM Strategy (Hi-Care)
Service GTM Strategy (Co-Care)
Enterprise Customer
Enterprise Customer
VAP (5-star)Distributor
Huawei
Independent CSP(3-4-5-star)
Distributor VAP (5-star)
Huawei
Platinum Partner(4-star)
Gold Partner(3-star)
AuthorizedPartner
Huawei has 1300 service staff globally to deliver services in more than
150 countries. Through 129 country spare parts centers, more than
300 field stock locations, 2 Global TAC and 13 regional TAC’s, Huawei
provides worldwide 7×24 service support.
To guarantee this best in class end-to-end Service, Huawei has established
5 main Centers of Excellence to increase the efficiency and effectiveness
of our service delivery to partners and customers.
Centers of excellence
Customer Support Centre
The Huawei Customer Support Centre (CSC) provides a uniform and single
point of customer contact for all enquiries regarding pre and post sales
as well as training, marketing and channel support.
European based, the CSC is staffed with multi lingual Customer Service
Representatives equipped with state-of-the-art communications technology
for a prompt response to all partner and customer inquiries, 24 hours per
day, 7 days per week.
Technical Assistance Centre
Huawei’s centralized Technical Assistance Center (TAC) provides post
sales support to Huawei Enterprise partners and customers across
Western Europe.
Continuously staffed by Huawei engineers holding the highest and most up-
to-date certification levels, the TAC is fully equipped with state of the art
diagnostic technology to ensure the efficient replication of reported issues
and to enable quick and effective remote access to customer networks. The
TAC is constantly collaborating with our GTAC’s (Global Technical Assistance
Centers) in Mexico and China where product experts and R&D engineers are
available around the clock.
Knowledge Management is available for partners and customers to
benefit from the availability of online information on various topics ranging
from basic knowledge to troubleshooting knowledge, software downloads,
user manuals, known reported issues and Product Lifecycle notifications.
To ensure maximum effort and continuous focus on ensuring service levels
are being fully met, Huawei deploys an escalation model. In addition to
this, the on duty TAC Manager is available to answer partner and customer
requests any time when required.
Huawei CSC can be reached either by
phone (International toll free number)
+800-33888888
or e-mail
or visit our support website at
support.huawei.com/enterprise
Huawei Training and Certification Portfolio
By listening to and understanding the needs of our partners and customers, Huawei has
developed the very best training solutions. Combined with a deep understanding of industry
drivers, Huawei provides multiple technology-specific training and development opportunities
to suit the needs of a range of different industries.
Based on IP, IT, UC&C and ICT converged technologies, Huawei provides four training
certification levels, “Associate”, “Professional”, “Expert” and “Architect”.
We can also offer a fast track training programme for those who have gained similar
certification from other vendors. For example, those who already have a CCNP or JNCIP can
register for HCDP-Fast Track taking just 5 days followed by one single exam.
In addition to offering a best-in-class Certification Portfolio, Huawei also offers a full range
of Product and Solution specific training courses to give more detailed, in-depth insights into
the relevant products and solutions.
Huawei Training & Certification Portfolio
Supply Chain Management
Huawei’s Global Supply Chain operation system has been
created to enable an accurate, reliable, predictable and fast
response which meets the needs of partners and customers
for the shortest possible lead times between order and
delivery. To achieve this response worldwide, Huawei’s Supply
Chain organization incorporates a number of specialist Global
Supply Centers (China, Brazil, Mexico, India and Hungary) as
well as Regional Supply Centers (Amsterdam, The Netherlands
for WEU Region) all designed to enable a quick and easy
delivery of all our Products and Solutions wherever they are
needed.
Mexico
Brazil
Ghana
NetherlandsHungary
Dubai
India
ChinaShenzhen/ Dongguan
Singapore
Supply center Regional Hub
INTERNATIONAL LOGISTIC SERVICE PROVIDERS
+ 129 CSPC (Country Spare Parts Centers)
+ 300 FSL (Field Stock Locations)
• Web-based user interface available to all users
• End to End Real-time visibility• Configurationaccordingtouser
requirements
SOPHISTICATED IT PLATFORM-PARTS SERVICE DELIVERY SYSTEM (PSDS)
Spare Parts Management
Based on long term experience in the highly demanding Carrier
infrastructure market, Huawei has developed an integrated,
Global Spare Parts Platform infrastructure to provide a best-
in-class Spares Management service wherever needed. Built
on a 3-layer Global, Regional and Country model, Huawei is
able to accomplish on time delivery of Spare Parts anywhere
within the agreed Service Level. This service enables partners
and customers to benefit from many years of experience in
planning and dimensioning of spare parts through the entire
Product lifecycle.
Service
Elements
Customer Support
Center7*24
5*9*NBD-
Shipment
7*24
5*9*4hrs
7*24
5*9*4hrs
7*24
5*9*NBD-
Delivery
7*24
5*9*NBD-
Delivery
7*24
7*24*4hrs
7*24
7*24*4hrs
Remote Technical
Support
(Priority 1 CSRs)
7*24*30min 7*24*30min 7*24*30min7*24*30min 7*24*30min7*24*30min 7*24*30min
Remote Technical
Support
(Priority 2 CSR)9x5*4hrs 9x5*4hrs 9x5*4hrs9x5*4hrs 9x5*4hrs9x5*4hrs 9x5*4hrs
Remote Technical
Support
(Priority 3 & 4 CSRs)9x5*NBD 9x5*NBD 9x5*NBD9x5*NBD 9x5*NBD9x5*NBD 9x5*NBD
Software
Maintenance
Online Support
Web Access
Spares Support
Installation Service
Spares Support
Logistics Service
Yes
Yes
No
NBD-
Shipment
Yes
Yes
No
SBD-
Delivery
Yes
Yes
Yes
SBD-
Delivery
Yes
Yes
No
NBD-
Delivery
Yes
Yes
Yes
NBD-
Delivery
Yes
Yes
No
4hrs
Delivery
Yes
Yes
Yes
4hrs
Delivery
IP Products
IT Products
SecoSpace
UCC Products
UCC Products
IP Products
IT Products
SecoSpace
X
X
X
X
X
X
X
X
X
X
X
X
X X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
XHi-Care Support
Packages
Co-Care Support
Packages
Basic EnhancedEnhancedOn-Site
StandardStandardOn-Site
PremierPremierOn-Site
Support Package Table
Copyright © Huawei Technologies Co., Ltd. 2012. All rights reserved.
Trademark Notice , HUAWEI, and are trademarks or registered trademarks of Huawei Technologies Co., Ltd. Other trademarks, product, service and company names mentioned are the property of their respective owners.
General DisclaimerThe information in this document may contain predictive statements including, without limitation, statements regardingthefuturefinancialandoperatingresults,future product portfolio, new technology, etc. There are a number of factors that could cause actual results and developments to differ materially from those expressed or implied in the predictive statements. Therefore, such information is provided for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the information at any time without notice.No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd.
HUAWEI TECHNOLOGIES CO.,LTD.Huawei Industrial Base
Bantian LonggangShenzhen 518129,P.R.China
Tel: +86 755 2878080808
www.huawei.com
Join the Silk Road to channel success.
One Europe, One Number
00800 33 888 888 enterprise.huawei.com
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