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Guide of Software Service Partner Program

(SSPP)

(Issue 01)

Huawei Technologies Co., Ltd.

Guide of Software Service Partner Program (SSPP) Contents

Issue 01 (2016-06-24) Huawei Proprietary and Confidential

Copyright © Huawei Technologies Co., Ltd.

i

Contents

1 Software Service Partner Program ......................................................................................... 1

1.1 Overview .............................................................................................................................................................. 1

1.2 Target Partner Types .............................................................................................................................................. 1

1.3 Description ............................................................................................................................................................ 2

1.3.1 Available Huawei Technologies, Products, and Solutions ..................................................................................... 2

1.3.2 Product Overview ............................................................................................................................................... 2

1.3.3 Partner Cooperation Scope .................................................................................................................................. 5

1.3.4 Partner Level Requirements ................................................................................................................................ 6

1.3.5 Partner Rights ..................................................................................................................................................... 7

2 DSV Partner Cooperation Guide ......................................................................................... 11

2.1 Joining in the SSPP .............................................................................................................................................. 11

2.1.1 Registration and Application .............................................................................................................................. 11

2.1.2 Partner Cooperation Agreement Signing ............................................................................................................. 11

2.2 Joining in the Enablement Training ....................................................................................................................... 11

2.2.1 Business Cooperation Enablement ..................................................................................................................... 11

2.2.2 Enterprise Technology Enablement ....................................................................................................................12

2.2.3 Enterprise Technical Expert Enablement ............................................................................................................12

2.3 Certifying the Enterprise Service Capability ..........................................................................................................13

2.3.1 Enterprise Service Capability Certification .........................................................................................................13

2.3.2 Integration Test Certification (If Involved) .........................................................................................................14

2.4 Signing a Business Cooperation Agreement ..........................................................................................................14

2.5 Preparing for the Launch ......................................................................................................................................14

2.6 Rating Enterprises and Issuing Badges and Certificates .........................................................................................15

2.7 Releasing the Cooperation Relationship ................................................................................................................15

2.7.1 Official Release on Huawei Marketplace Platform ..............................................................................................15

2.7.2 Press Release .....................................................................................................................................................15

2.7.3 Logo Usage .......................................................................................................................................................15

2.7.4 Marketing Activity .............................................................................................................................................16

2.8 Managing Sales and Delivery................................................................................................................................16

2.8.1 Project Opportunities Led by Huawei .................................................................................................................16

2.8.2 Project Opportunities Led by Partners ................................................................................................................16

2.8.3 Managing Delivery Fulfillment ..........................................................................................................................16

Guide of Software Service Partner Program (SSPP) Contents



ii

2.9 Obtaining Huawei Professional Service Support ....................................................................................................17

2.9.1 Basic Service .....................................................................................................................................................17

2.9.2 Advanced Service ..............................................................................................................................................18

2.10 Improving and Evolving the Cooperation Relationship ........................................................................................18

2.10.1 Cooperation Governance Architecture ..............................................................................................................18

2.10.2 Partner Performance Evaluation .......................................................................................................................19

(This issue releases only the DSV partner cooperation service in the software service partner program. The SI

partner cooperation service will be pushed in the next issue. Please follow us.)

Guide of Software Service Partner Program (SSPP) 1 Software Service Partner Program



1

1 Software Service Partner Program

1.1 Overview

The physical and digital worlds are converging, and global industries are confronted with

challenges brought about by digital transformation and driven by this change. Digital

transformation has imposed a profound impact on the modes of businesses, product

development, sales, and service. Enterprise forms and structures are about to be redefined in

this digital society. In this digital transformation trend, not only carriers but also other

industries desire to take advantage of digital technologies to improve operation efficiency and

enhance development motivation.

Digital and cloud service transformations are about to take place. Traditional software vendors

are trying to grasp the opportunities to accelerate organization and strategy adjustment and

promote digital ecosystem evolution. Cloud service triggers transaction digitization in

software product chain and new players emerging in new digital industries. The cooperation

business model is becoming more flexible and concise to meet the demand of the

fast-growing eco-businesses.

Huawei Software Service Partner Program (SSPP) aims to globally recruit and cultivate

partners specialized in consulting, business customization, integration implementation, and

management services based on Huawei Digital Operation Enabling Platform, Digital Service

Enabling Platform, and Business Enabling System, providing integrated solutions and

services that meet and exceed customers' expectations. After joining in the program, partners

can acquire comprehensive sales training, development enablement training, profession

certification, and service support provided on Huawei leading software platforms, share

Huawei global carrier market, expand industry market together with Huawei, and share the

business success.

1.2 Target Partner Types

Currently, the SSPP targets the following types of partners:

Delivery Service Vendor (DSV): provides the integration implementation and customized

development services based on Huawei software platforms.

System Integrator (SI): includes DSV capabilities and provides integration and consulting

services for cross-enterprise products.

Managed Service Provider (MSP): provides O&M and management services for products of

multiple vendors.




2

1.3 Description The SSPP helps partners provide customized development, integration implementation, and

management services based on Huawei software platforms DSV, SI, and MSP, and helps

partners understand Huawei cooperation life cycle management process, program criteria,

partner requirements&rights, resources and technologies support for partners, in the view of

helping Huawei and partners provide high-quality services and support for customers through

high-value product portfolios, and accelerate customers' digital transformation.

Huawei regularly updates the SSPP guide and informs partners of the latest changes through

Huawei website and mails. If you have any questions, contact cooperation alliance managers

for help.

1.3.1 Available Huawei Technologies, Products, and Solutions

Currently, the SSPP can provide the following technologies, products, and solutions:

Industry Ecosystem Service Domain Release Status

Business Enabling

System

DSV engaged in the enterprise

business operation enablement

Released

SI engaged in the enterprise


Coming soon

MSP engaged in the enterprise


Coming soon

Hybrid video DSV engaged in the hybrid video

client

Released

Big Data(Universe) DSV engaged in the Universe Released

1.3.2 Product Overview

1.3.2.1 Business Enabling System (BES)

图片

Huawei BES, the new-generation operation support system, is constructed by the BSS product

line and facilitates carriers' digital transformation.

The BES is designed in the COTS mode. The BES parses the subsystems and their modules

based on functions and proposes new combinations based on the requirements of customers,

decreasing customized development and shortening time to market (TTM).

The BES solution comprises of three solutions: BES for Telco, Digital CRM, and Digital

Partner Aggregation.




3

1.3.2.2 Convergence Billing System (CBS)

The CBS provides billing and accounting capabilities applicable to all types of subscribers,

networks, and services, developing a highly efficient and reliable revenue channel for carriers.

The CBS is a unified, convergent, and end-to-end charging system that helps carriers reduce

cost and increase revenues. The CBS helps carriers expand market shares in market

competition through flexible charging and accounting engines, improve operation efficiency

and reduce cost through quick billing, and provide high-quality customer experience and

ensure customer loyalty through real-time services. Under carriers' value-added service (VAS)

competition, the CBS helps carriers obtain the basic abilities for competition and support

smooth operation of telecom services.




4

1.3.2.3 Hybrid Video (Convergent Video Platform)

The Hybrid Video Solution helps carriers integrate content from multiple sources, use the

unified EPG portal, and provide rich service experiences (including video, audio, VAS, and

Internet services) using multiple delivery networks (the DVB and IP). The Hybrid Video

Solution comprises of the Digital Video Broadcasting (DVB), IP Television (IPTV), and Over

the Top (OTT).

Huawei pays attention to the TV market development in the long run, understands customer

requirements and challenges in depth, and gains insights into and achieves success stories in

service types such as the DVB, IPTV, and OTT.

Therefore, Huawei can provide open-architecture, full-service, and extensible end-to-end

Hybrid Video Solution covering the DVB, IPTV, and OTT.




5

1.3.2.4 Universe Analysis Platform

The Universe Analytics Platform is an elaborated Universe product analysis module with the

industry-leading competitiveness that relies on Huawei resource advantages (technology and

service advantages, and industry experience), aggregates, shares, and operates professional

knowledge in the marketing domain of the telecom industry, and becomes the preferred

partner in the carrier big data domain.

1.3.3 Partner Cooperation Scope

Customization Service Integration Service

BES DSV Instantiation, service, interface, and

partial extended functions are open for customization.

Infrastructure integration &

application environment maintenance

Solution integration and acceptance

Interface

Instantiation

Data transfer

Report

CBS DSV Customized development layer:

organizes customized feature

requirements using the script-like

language and the IDE tool of the baseline version.

Data configuration layer: depends

on the Web configuration without programming.

Infrastructure implementation

Solution integration and acceptance

report

Instantiation

Data migration




6

Customization Service Integration Service

Hybrid Video

DSV

Externally provides standard API

interfaces to open the multi-screen

customized development to

third-party partners and enable

them to sign contracts with

customers for the development and delivery of multi-screen clients.

Infrastructure integration

Solution acceptance and testing

Service and data migration

Solution go-live

Technology introduction and

transfer

Knowledge transfer

Universe DSV Externally provides standard API

interfaces to open the capabilities

of customized development in the

BDI process, report, dashboard,

customer model, and marketing

scenario to third-party partners and

enable them to independently

complete the development and

delivery of the preceding processes and modules.

Infrastructure integration

Solution acceptance and testing

Service and data migration

Solution go-live

Technology introduction and

transfer

Knowledge transfer

1.3.4 Partner Level Requirements

Huawei sets partner levels based on the partners' business value and profession maturity.

Partner levels include certified partner, preferred partner, strategic alliance partner, and

advanced alliance partner. All partners need to register and apply to join in the SSPP at

Huawei website, Huawei determines and sets partner levels based on SSPP partner level

requirements. If a partner does not meet the lowest level requirements of the SSPP, the partner

will be certified as a registered partner until the partner meets the level requirements specified

in the SSPP.

Partner Level Requirement

Strategic alliance

partner

The strategic alliance partner provides global services and

imposes great impact on high-level customers (Strategic alliance

partners are invited to join in the SSPP and must promise to meet

the requirements of the advanced alliance partner.)

Advanced alliance

partner

Huawei and advanced alliance partners reach an agreement on

alliance cooperation globally or regionally. The following requirements must be met:

The number of experts certified by more than two Huawei

products is greater than 80 and 30% of the experts acquire the

medium-level certification.

Have successfully delivered more than ten independent projects of more than two Huawei products.

The annual contract value is greater than one million dollars or

the annual market impact contract value is greater than three million dollars.

The comprehensive performance evaluation scores 8.5.




7

Partner Level Requirement

Preferred partner Huawei and preferred partners reach an agreement on cooperation

in a specified domain or region. The following requirements must be met:

The number of experts certified by Huawei is greater than 30 and 30% of the experts acquire the medium-level certification.

Have successfully delivered more than three independent

projects or more than five projects for a dedicated module.

The annual contract value is greater than 0.3 million dollars or

the annual market impact contract value is greater than one million dollars.

The comprehensive performance evaluation scores 8.

Certified partner Huawei and certified partners reach an agreement on cooperation

in a specific domain or region. The following requirements must

be met:

Number of experts certified by Huawei is greater than 10.

Have passed the certification of integration service capability

or product customization capability in a specific domain or solution.

The comprehensive performance evaluation scores 8.

Registered partner Partners who have registered at Huawei website but do not meet

the requirements of the preceding levels.

1.3.5 Partner Rights

Huawei provides corresponding partner rights based on different partner levels to facilitate partner development. Partner rights are reflected in the following phases: partner enablement, scheme construction, marketing, alliance sales, fulfillment and service, and cooperation governance.

Certified Partner

Preferred Partner

Advanced Alliance Partner

Special Incentive

Partner

enablement

Online class Y Y Y

Huawei expert

lecture

Y Y Y

Lecture for

specific partners

N Y

(chargeable)

Y (20% off)

Individual

certification

Y

(chargeable)

Y (20% off) Y (30% off) Free in

2016




8


Certified Partner

Preferred Partner


Special Incentive

Business

cooperation enablement

Y Y Y

Latest Huawei

product

information

Y Y Y

Huawei product

roadmap sharing

N Y Y

Huawei

developer

community

(including

remote labs,

development

tool packages,

and technical documents)

Y Y Y

Partner enabling

coupon

N Y Y

Scheme

construction

Customized

product

integration and verification

Y Y Y

Cooperation

scheme support funds

N Y Y

Marketing Huawei certified

partner flag

Y Y Y

Brand display at

Huawei website

Y Y Y (ranked

ahead)

Brand display at

Huawei

exhibition hall

and significant

Huawei global market activities

N Y Y




9


Certified Partner

Preferred Partner


Special Incentive

Invited speech

and exhibition at

Huawei

customer

conferences and

internal

conferences.

N Y Y

Sponsorship of

partner

marketing activities

N N Y

Market funds N N Y

Alliance

sales

Annual business

plans

N Y Y

Combined

Go-to-MKT

plans

N N Y

Sales

opportunities sharing

N Y Y

Dedicated sales

technology support

N N Y

Fulfillment

and service

Free basic

technology

support

Y Y Y

Chargeable

advanced

technology support

Y Y Y

Dedicated

technology

representative

N N Y

Technology service coupon

N Y Y




10


Certified Partner

Preferred Partner


Special Incentive

Cooperation

governance

Huawei

cooperation sponsor

PDT Level SPDT Level BU Level

Dedicated alliance manager

N N Y

Regular sponsor

meeting

Y Y Y

Annual

roundtable

conference of

Huawei

management team

N Y Y

Guide of Software Service Partner Program (SSPP) 2 DSV Partner Cooperation Guide



11

2 DSV Partner Cooperation Guide

2.1 Joining in the SSPP

2.1.1 Registration and Application

Partners can join in the SSPP through the following methods:

Method one (recommended): 1. Submit an application at http://www.huawei.com/cn/partner,

register an account, and submit related company documents based on the requirements. 2.

Obtain the user ID and password through mails. 3. Apply for joining in Huawei SSPP. 4.

Submit related questionaries and plans to obtain joining qualifications.

Method two: Consult with the alliance cooperation manager of the SSPP for application

documents, fill in the documents, and submit the documents to the alliance manager. Review

and approve the applications.

Through the preceding methods, Huawei obtains the partner registration and applications,

reviews the partner qualification and service capabilities in the software industry, and

approves applications of partners who meet the requirements.

2.1.2 Partner Cooperation Agreement Signing

Partners who have been approved sign the Partner Program Agreement (PPA) and

Non-Disclosure Agreement (NDA) with Huawei, join in the SSPP and enter in the partner

enablement process, and acquire the corresponding training and qualification certification.

2.2 Joining in the Enablement Training

2.2.1 Business Cooperation Enablement

The business cooperation enablement helps partners understand cooperation policies of the

service, which include Huawei cooperation process, requirements for partners in different

phases, partner rights, business cooperation modes, available Huawei resources, cooperation

behavior regulations, and the cooperation governance architecture between the two parties.

Huawei provides typical cooperation service cases to help partners find corresponding

cooperation scenarios and best practices, to help partners quick understand the cooperation

service and more efficiently cooperate with Huawei.

http://www.huawei.com/cn/partner




12

In addition, Huawei holds cooperation salons irregularly to share the latest service policies,

project experience, technology trends, Huawei sales management process, marketing

management process, R&D management process, and service management process, helping

partners construct and improve operational management abilities and align with Huawei

service operation.

2.2.2 Enterprise Technology Enablement

Remote Lab

With 7 x 24 free cloud-based lab environments and self-service management platforms in the

remote labs, developers can perform secondary development on related products based on

remote labs without purchasing Huawei products and remotely conduct interoperability tests.

Currently, based on the eSDK platform, a DSV cloud-based remote lab is being constructed to

provide a cloudified environment with multiple tenants separated and integration test services,

realize one-click access and rapid obtainment in 10 minutes, and efficiently support the DSV

development, integration verification, experience, and demonstration scenarios of mainstream

products. Currently, the BES, Video, CBS, and DigitalCube have been released. The link for

partners to access the remote lab is http://developer.huawei.com/cn/ict/remotelab.

If you have any questions when using the remote lab, contact us through the following

methods:

Huawei developer center: http://devcenter.huawei.com

Huawei technical support hotline: 400-822-9999 (transferred to secondary development)

Huawei technical support mailbox: [email protected]

Tools and Documents

Huawei provides development and integration tools for DSV partners to support effective

service activities. The tools include development tools, data migration tools, instantiation

configuration tools, automation deployment tools, automated testing tools, and pressure test

tools. In addition, the corresponding documents are provided.

Developer Community - Forum

DSV partners can post problems and seek help on the forum of the development community.

Huawei rotating experts will interact with partners, timely inspect and monitor problem

progress, and ensure the quick problem service response in eight working hours, five days a

week. Currently, the customized UI development of video terminals is opened. Partners can

visit the

http://117.78.34.180:3289/community/jump.action?method=index&loacltimezone=-480

website, which supports only the Chrome browser. The customized UI development of video

terminals will be managed in a unified manner in Huawei developer community

(http://developer.huawei.com/cn/).

2.2.3 Enterprise Technical Expert Enablement

As an important part of SSPP, enterprise technical expert enablement relies on Huawei

training platform, focuses on partners' ability development requirements, and helps improve

the professional skills of partners' technical experts based on Huawei products and platforms

so that partners can quickly undertake project delivery tasks and make rapid progress.

http://developer.huawei.com/cn/ict/remotelab

http://devcenter.huawei.com/

mailto:[email protected]

http://117.78.34.180:3289/community/jump.action?method=index&loacltimezone=-480

http://developer.huawei.com/cn/




13

Huawei offers partners multiple training enablement methods. Partners can choose

enablement methods based on the actual situation.

Online class

Currently, some professional courses have been brought online. After applying for

permission and obtaining accounts, partners can visit the http://e-learning.huawei.com/eclass website, learn courses, and take tests.

Huawei expert lecture

Huawei also regularly organizes onsite expert training courses in Huawei offices so that

learners can efficiently obtain the overall training knowledge framework and key

knowledge points, quickly gain practical experience through sandbox exercises, and fully

interact with onsite experts.

Lecture for specific partners

For specific partners or partners with requirements, Huawei can provide targeted special

training services (chargeable), customize courses for partners, arrange communication with senior experts, and help partners improve skills as required.

Training details such as the specific training schemes, enrollment requirements, training

registration and reception, training expenses, training time, and training locations are stated in

the SSPP Training and Certification Management Regulations. Partners can obtain it from

alliance managers.

No matter which training enablement method is chosen by partners, after obtaining the

necessary knowledge of constructing Huawei product and platform service capabilities,

technical experts of partners can register for Huawei professional assessment. If they pass the

assessment, Huawei will issue the corresponding expert qualification certificates.

2.3 Certifying the Enterprise Service Capability

2.3.1 Enterprise Service Capability Certification

To better unite partners for jointly serving customers and help customers succeed, Huawei

will perform strict enterprise service capability evaluation and certification. Huawei will

evaluate partners from the following aspects:

Service capability: The enterprise has a clear delivery methodology, a standard delivery

process, a definite responsibility matrix, the risk management and control capability, and successful delivery experience in the software field.

Certified technical expert resource pool: The enterprise has key project managers, system

architects, development engineers, and test engineers, and has a certain number of

professional technical personnel at different levels who have obtained Huawei certification.

Quality guarantee: The enterprise has a complete QA process, an end-to-end quality

control mechanism, and guarantee measures. The quality guarantee system has passed the ISO9000, TL9000, CMMI3, or above certification.

Enterprise qualification: The enterprise has been established for at least more than two

years. The number of employees in Chinese branches is more than 50, the number of

employees in overseas branches is more than 20, the annual sales volume is greater than

RMB 3 million for Chinese branches (US$0.5 million for overseas branches), and the enterprise remains profitable for two consecutive years.




14

2.3.2 Integration Test Certification (If Involved)

Huawei requests partners who participate in multi-screen customization to attend the

pre-integration, through which partners will better understand Huawei platform, identify the

potential development problems in advance, and get professional technical support from

Huawei.

The pre-integration process is as follows:

The pre-integration scope includes three mandatory features and some optional features.

Mandatory features: Login, live TV, and VOD are the most basic and important functions

in each project. Once completing them, partners will understand the basic process of

Huawei's platform integration, get familiar with Huawei player, and gain insight into the capabilities of the self-developed players.

Optional features: Optional features are enhancements of mandatory features. Through

the integration of these functions, partners will know more about Huawei platform and their capability can also be fully evaluated.

2.4 Signing a Business Cooperation Agreement When the enterprise service capability is being certified, Huawei cooperation alliance

managers will negotiate with partners about the business cooperation agreement, including

but not limited to cooperation services, cooperation regions, cooperation scope, cooperation

modes, responsibilities and obligations of both parties, cooperation governance, agreement

management, commercial terms, legal terms, and supplementary documents and templates.

When a partner passes the enterprise service capability certification and both parties have

completed the negotiation about the business cooperation agreement, both parties will

officially sign the business cooperation agreement and confirm the business cooperation

relationship. Then the partner will become a certified partner of Huawei.

2.5 Preparing for the Launch After Huawei signs the business cooperation agreement with a partner, both parties will prepare for a joint launch, including but not limited to the following:




15

Customer-oriented marketing documents: joint solution offerings, promotional theme

slides, cases, demos, and advertorials.

Cooperation baseline of Huawei and partner: Scope of Work (SOW), responsibility division GUI, and business models.

Sales pricing policies: Both parties agree on the pricing policies, pricing modes, and sales policies to meet customers' bid reply requirements

Solution and resource preparation: The integration between partner solutions and Huawei

platform has been verified. Partners have a certain number of resources that have passed Huawei's professional certification.

2.6 Rating Enterprises and Issuing Badges and Certificates Three kinds of DSV partners will be rated and issued with badges and certificates: certified

partners, preferred partners, and advanced alliance partners.

After partners join the SSPP and sign the business cooperation agreements with Huawei and

the launch materials and information are complete and the launch preparation meets specified

requirements, Huawei will rate partners and issue partners badges and certificates based on

comprehensive evaluation results. Partners can apply the rating results, badges, and

certificates in required scenarios based on the usage rules.

2.7 Releasing the Cooperation Relationship

2.7.1 Official Release on Huawei Marketplace Platform

Huawei cooperation alliance managers will review partners' launch preparation. When the

basic launch requirements are met, partner certification information and cooperation fields

will be officially released to Huawei MarketPlace platform.

Huawei's global customers and partners can conveniently obtain partner certification

information through the MarketPlace, identify the cooperation relationship, and understand

partner cooperation solutions. For partners and cooperation solutions that customers are

interested in, customers can not only comment and grade but also directly consult partners and

establish leads and chances.

2.7.2 Press Release

After the cooperation relationship between Huawei and partners is officially released on the

MarketPlace platform, a partner with press release requirements can submit a press release

application using the press release template provided by Huawei, and wait for review and

approval based on Huawei's press release process with the help of the corresponding Huawei

alliance manager. To ensure the interests of both parties, Huawei states that partners can

release the approved content to the press only after a written confirmation from the

corresponding Huawei cooperation alliance manager is provided to indicate that the news

release application is approved.

2.7.3 Logo Usage

As one of the most valuable brands in the world, Huawei logo is highly recognized by global customers in the industry. Each certified partner can apply for authorization of Huawei logo




16

and uses the partner-level badge to show the cooperation relationship with Huawei. Partners

must obtain Huawei's written approval before using Huawei logo.

Partners' logos will be displayed in all types of Huawei's global meetings and activities in

addition to the display on the MarketPlace. Huawei needs to obtain partners' written approval

before the display.

2.7.4 Marketing Activity

For partners that are certified by Huawei, Huawei will provide marketing channels that are

oriented towards Huawei's global customers and other partners through a series of marketing

activities and help partners continuously improve brand value and expand business

opportunities. Huawei's annual marketing activities include but are not limited to the

following: Huawei Flagship Event, Mobile World Congress (MWC), TM Forum, global or

regional Innovation & Transformation Summits, TVConnect, and IBC.

2.8 Managing Sales and Delivery

2.8.1 Project Opportunities Led by Huawei Partners can obtain information of potential project cooperation pipelines and partner

requirements through regular Huawei-partner cooperation management meetings.

Partners can obtain information of potential project cooperation pipelines and partner selection requirements from the corresponding cooperation alliance managers.

Partners help Huawei complete project bidding and contract negotiation.

Partners sign project contracts with Huawei.

Partners complete project delivery together with Huawei and ensure customer success.

2.8.2 Project Opportunities Led by Partners A partner logs in to the Huawei partner platform and registers cooperation leads.

The corresponding Huawei alliance manager verifies project cooperation chances.

Huawei assigns bidding support technical and business personnel.

Huawei helps the partner in POC/Demo demonstration.

Huawei helps the partner complete project bidding.

Huawei helps the partner negotiate about project contracts.

The partner signs project contracts.

Huawei helps the partner complete project delivery and ensure customer success.

2.8.3 Managing Delivery Fulfillment

To better ensure customer success, Huawei improves the delivery quality of customer-oriented

services jointly with partners through the continuous process improvement and optimization,

improvement of partners' capabilities and knowledge, and partner expert team establishment

and development. Huawei will provide support for partners from the following aspects:

Project sales contract quality

Customer requirement management

Project implementation plan and resource deployment plan




17

Service KPIs & SLAs

Service tools

Project management methods and quality guarantee

Others

2.9 Obtaining Huawei Professional Service Support Huawei provides two types of technical support for partners in the delivery phase: basic

service and advanced support service. The TAC hotline provides remote technical support for

partners in the integration delivery phase during project delivery.

At the same time, partners need to build their own technical support teams to solve internal

project delivery issues. If issues cannot be solved within the partner and delivery project

teams, partners can seek help from Huawei.

2.9.1 Basic Service

Huawei provides the TAC technical service hotline, offering basic technical support to

partners. Partners can obtain Huawei's remote technical support service through the TAC

hotline and iCare system.

The recommended technical support process is as follows:




18

DSV Project Delivery Help Seeking Process

Hu

aw

ei te

ch

nic

al

su

pp

ort

te

am

Pa

rtn

er

tech

nic

al

Su

pp

ort

te

am

Hu

aw

ei R

&D

te

am

Pa

rtn

er

de

live

ry

en

gin

ee

rs

Hu

aw

ei p

roje

ct

TM

O

Integration delivery phase

Seek help about

a project

problem

A partner

engineer applies

for an Huawei IT

account

Technical

experts of a

partner handle

the problem

Close the

problem

Can the

problem be

solved?

HQ

technical

support

team

handles

the

problem

Can the

problem be

solved?

Huawei

R&D team

handles

the

problem

Yes

Yes

1. The partner who applies for a

Huawei IT account submits an

application.

2. The partner seeks support from

the TAC hotline.

3. The partner manages the

problem on the iCare platform.

Huawei

project

TMO

provides

support

No

Can the

problem be

solved?

Yes

No

No

2.9.2 Advanced Service

When providing delivery services for customers and Huawei, DSV partners can supplement

or enhance their delivery capability by purchasing Huawei's advanced professional service to

ensure customer success.

For further information about the advanced service, advanced service purchase process, and

related interests, partners can contact corresponding alliance managers.

2.10 Improving and Evolving the Cooperation Relationship

2.10.1 Cooperation Governance Architecture

For DSV partners that are certified by Huawei, Huawei will assign corresponding alliance

managers to help partners establish the cooperation governance architecture. Then both

parties can build communication channels, communication mechanism, and upgrade channels,

establish joint working teams, and regularly or irregularly organize Huawei product

knowledge and roadmap sharing, project pipeline and project goal collaboration, business

cooperation collaboration, and cooperation management meetings and leader meetings.

Huawei will continuously improve and optimize the joint governance architecture based on

the cooperation phases and cooperation situation, improving the cooperation efficiency and

cooperation quality to the largest extent.




19

2.10.2 Partner Performance Evaluation

Huawei will comprehensively evaluate certified DSV partners from three aspects: business

contribution (30%), professional capabilities (40%), and customer success guarantee (30%),

and adjust partner levels and distribute Huawei resources every half a year based on the

evaluation results.

Partner's business contribution: annual accumulative contract amount between a partner

and Huawei or the annual accumulative contract amount of orders successfully obtained by Huawei in joint sales scenarios (Co-Sell).

Partner's professional capabilities: number, quality, and profession skills of experts

trained and certified by Huawei, and professional levels of partner solutions and integration services.

Customer success guarantee: timeliness of the delivery service, solving speed of live

network issues and faults, customer satisfaction or complaints, and customer success stories.

For details about the evaluation scheme and specifications, consult the corresponding

cooperation alliance manager.

Guide Download

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