WEU Channel Service Policy Partnering for Success HUAWEI TECHNOLOGIES CO., LTD.

Transcription

1 WEU Channel Service Policy Partnering for Success HUAWEI TECHNOLOGIES CO., LTD.

2 Content Channel Service Partner Program Overview Channel Service Partner Certification Requirements Channel Service Partner Benefits and Tools Channel Service Partner Enablement Initiatives WEU Enterprise Service Overview and Capabilities WEU Enterprise Service and Procedures HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 2

3 Enterprise Service Sales Model Enterprise Customer Authorized Reseller Gold Partner Silver Partner Authorized Partner Distributor VAP Huawei HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 3

4 Service Go-To-Market Strategy (Hi-Care) Enterprise Customer Gold Partner Silver Partner Authorized Partner Distributor VAP Huawei = Hi-Care Sell / Resell = Hi-Care Service Delivery HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 4

5 Service Go-To-Market Strategy (Co-Care) Enterprise Customer Gold Partner Silver/Authorized Partner Distributor VAP Service-only CSP (3, 4 or 5-star) Huawei = CoCare Purchase = CoCare Delivery (L3 + Spares) = Partner Branded Services delivery (L1/L2) HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 5

6 Partner Agreement Structure and Overview Partner Type Purchase from Product Resell Hi-Care Service Resell Co-Care Resell Co-Care Purchase for own use Product/Service Combined in one agreement Minimum CSP Level Sign by Partner Sign by Huawei Authorized Partner Silver Partner Distributor Yes Yes No Optional Yes 3-star Yes No Distributor Yes Yes No Yes Yes 3-star Yes Yes Gold Partner Distributor Yes Yes No Yes Yes 4-star Yes Yes VAP Huawei Yes Yes No Yes Yes 5-star Yes Yes Service Only CSP Huawei No Yes No Yes Yes 3-, 4- or 5-star Yes Yes Distributor Huawei Yes Yes Yes Optional Yes 3-, 4- or 5-star Yes Yes HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 6

7 Content Channel Service Partner Program Overview Channel Service Partner Certification Requirements Channel Service Partner Benefits and Tools Channel Service Partner Enablement Initiatives WEU Enterprise Service Overview and Capabilities WEU Enterprise Service and Procedures HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 7

8 Huawei Service Certification Program Channel Partner with service capacity can join the HSCP to be Huawei Certified Service Partner with benefits: Fast/Simple/Easy cooperation Efficient sales and service support Competitive in incentive program Collaborative service lead to profit Global support On-the-job training and instruction CSP Certification Requirements 3 star 4 star 5 star Service assurance platform Have a customer service hotline 8x5 24x7 24x7 Have a system in place to manage customer problems and has established routine troubleshooting processes. Yes Yes Yes Have a test lab for post-sales support. Yes Yes Yes Product category HCNA HCNP HCIE HCNA HCNP HCIE HCNA HCNP HCIE Certification engineer requirements * Routing & Switching, WLAN, Security, Transmission, Video Conferencing, Unified Communication, Call Centre, Servers & Storage, Cloud, Network Energy Networking CSP(Unify Routing & Switching, WLAN, Security) HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 8

9 Certified Service Partner (CSP) certification criteria Product Domain Individual Product Domain Certification Criteria Networking CSP Certification Criteria 3-Star 4-Star 5-Star 3-Star 4-Star 5-Star Routing & Switching Wireless LAN Security 1 x HCNA 1 x HCNP-R&S 1 x HCNA-WLAN 1 x HCNP-WLAN 1 x HCNA-Security 1 x HCNP-Security 2 x HCNA 1 x HCNP-R&S 2 x HCNA-WLAN 1 x HCNP-WLAN 2 x HCNA-Security 1 x HCNP-Security 2 x HCNA 2 x HCNP-R&S 1 x HCIE-R&S 2 x HCNA-WLAN 2 x HCNP-WLAN 1 x HCIE-WLAN 2 x HCNA-Security 2 x HCNP-Security 1 x HCIE-Security 1 x HCNA-WLAN or HCNA-Security 1 x HCNP-R&S 1 x HCNA-WLAN 1 x HCNA-Security 1 x HCNP-R&S 1 x HCNA 1 x HCNA-WLAN or HCNA-Security 1 x HCNP-R&S 1 x HCNP-WLAN or HCNP-Security 1 x HCIE-R&S Transmission 1 x HCNA-Transmission 1 x HCNP-Transmission 2 x HCNA-Transmission 1 x HCNP-Transmission 2 x HCNA-Transmission 2 x HCNP-Transmission 1 x HCIE-Transmission Unified Communication 1 x HCNA-UC 1 x HCNP-UC 2 x HCNA-UC 1 x HCNP-UC 2 x HCNA-UC 2 x HCNP-UC 1 x HCIE-UC Video Conferencing 1 x HCNA-VC 1 x HCNP-VC 2 x HCNA-VC 1 x HCNP-VC 2 x HCNA-VC 2 x HCNP-VC 1 x HCIE-VC Call Center 1 x HCNA-CC 1 x HCNP-CC 2 x HCNA-CC 1 x HCNP-CC 2 x HCNA-CC 2 x HCNP-CC 1 x HCIE-CC Server & Storage 1 x HCNA-Storage 1 x HCNP-Storage 2 x HCNA-Storage 1 x HCNP-Storage 2 x HCNA-Storage 2 x HCNP-Storage 1 x HCIE-Storage Cloud 1 x HCNA-Cloud 1 x HCNP-Cloud 2 x HCNA-Cloud 1 x HCNP-Cloud 2 x HCNA-Cloud 1 x HCNP-Cloud 1 x HCIE-Cloud HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 9

10 Exception Notice about HCNP-Storage For (potential) IT-CSP s, in order to release CSP Certificate for Server & Storage, it is not required that engineers achieve HCNP-Storage certificate. CSP engineers only need to pass the HCNP-Storage-CUSN exam (exam code H13-621). Normally an HCNP certificate is only released when passing all the relevant exams. For obtaining a HCNP-Storage certificate for Engineer it is required to pass the following exams: HCNP-Storage-CUSN (Constructing Unified Storage Network), exam code H (V1) or H (V2) HCNP-Storage-CBDS (Constructing Big Data Solution), exam code H HCNP-Storage-CDPS (Constructing Data Protection System), exam code H WEU noticed that the 2 nd and 3 rd exam (CBDS and CDPS) are related to products which are either not sold in WEU or are prohibited to be served by a CSP (e.g. no Co-Care available). The solution for the above scenario is: It is sufficient for IT-CSP s to take only the exam for the 1st one, HCNP-Storage CUSN. HCNP Certificates to Engineer will NOT be released if only 1 of the 3 exams are taken/passed; CSP Certificate for IT-CSP s will be released in case the other applicable certification requirements have been met. This solution will be reviewed periodically. When Co-Care Services for certain IT products for which Co-Care Services cannot be quoted today, will be able to be quoted in the future, this Policy will change accordingly. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 10

11 Content Channel Service Partner Program Overview Channel Service Partner Certification Requirements Channel Service Partner Benefits and Tools Channel Service Partner Enablement Initiatives WEU Enterprise Service Overview and Capabilities WEU Enterprise Service and Procedures HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 11

12 More benefits for Co-Care Service Incentives Service Sales Incentives Service Sales Incentives Services List Price Service Discount 5 star discount 4 star discount 3 star discount Partner discount Co-Care Hi-Care HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 12

13 Channel Service Partner - Benefits CSP LOGO & Plaque List on huawei.com the "Find a partner" Collaborative service authorization Engineering service authorization Technical news letter Free online training First order support Co-Care discount Service sales rebate Training fund Global service platform Service delivery tools Online support center Bidding experts' support for major projects Remote support for installation in major projects HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 13

14 Channel Service Partner - Privileges Variety Support Support-e Global TAC spare parts supply chain training centre Service Delivery Remote support for installation in major projects Free on-site instructions on first node implementation Service Sales Bidding experts' support for major projects Service sales incentive program Partner Enablement Engineer certification incentive program (free exam voucher) Free on-line training available on e-learning website Special discount for instructor-led certification training Back HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 14

15 Triple Win Customer/Partner/Huawei Customer benefits Business agility Cost efficient Higher SLA Smart workflow Partner benefits More profit Enhance customer loyalty Differentiate in the market Grow business with Huawei Huawei benefits A global service network Fast response Local representation Customer intimacy HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 15

16 Content Channel Service Partner Program Overview Channel Service Partner Certification Requirements Channel Service Partner Benefits and Tools Channel Service Partner Enablement Initiatives WEU Enterprise Service Overview and Capabilities WEU Enterprise Service and Procedures HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 16

17 Channel Service Partner Enablement Process Training Advanced Tech. Training Bidding Experts' Support Specialization Training Soft Skills Training First node Implementation Support Career Certification Technical Workshop Service Sales Incentive Program E-Learning Platform Training Fund Technical News Letter HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 17

18 Customized Enablement Programs for Channel Partners Certification HALP Partner Workshop Training Center Huawei Lab Customized Enablement Program On the Job Training Huawei Engineer Customer Site Enablement Request Online Support Huawei Support-E Support Portal Huawei Service Manager Self-Study Platform Enablement Tools Huawei elearning Learning Platform Software and Tools HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 18

19 Partner Enablement Tools and Support Tools & Partner support portal Product training - Huawei, a Joy to Deploy Partners Fast Track Certification 5 days training 1 test item Training Fund Design review & Project support Rapid collaboration & minimized investment HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 19

20 UniSTAR - SCT Swift, Smart, and Simple online tool which makes configuration and quotation easier! Browsing Huawei Intelligently configure Product products and services Configuration products and services Quotation Easily create quotations Promotional products Configuration wizard Simple discount setting Hot-selling products Automatic verification Automatic price verification New products Configuration sharing Maintenance Services Visit UniSTAR-SCT by clicking HERE HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 20

21 Enterprise Online Support Website Web-based knowledge management and experience sharing platforms Product manuals, technical documentation and forums Software download, patch release, notification of known issues and solutions HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 21

22 Enterprise Online Support Website 30% Self solve problems 15,000/month Problem Solving 500+ Multimedia training courses 12,000 +/month online training 8 ICT professional Boards 400,000 +/month page views 100,000 + documentation 160,000 + /month page views 30,000 + software and patch 100,000 +/month downloads Internet security 80 Service tool 12,000 +/month downloads Online self-service platform anytime anywhere HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 22

23 Channel Partner Enablement- Training & Certification Standard Fast Track 19 days training HCNP R&S - Fast 5 days training 3 test items Fast, convenient but still professional 1 test item Training Fund available Fast track certification applicable to individuals holding equivalent certificate from other vendors. Certification courses provided by Huawei Authorized Learning Partners (in majority of cases) or Huawei Instructors. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 23

24 Channel Partner Enablement - Training Fund Option1: training provided by HALP Option 2:training provided by Huawei Step 1: Service Partner purchases training from HALP Step 1: Huawei organizes the training Step 2: Service Partner joins the training Step 2: Huawei invites Service Partner to join the training Step 3: Huawei refunds the expenses to Service Partner Step 3: Service Partner joins the training Fit for countries where a HALP is available Fit for countries where no HALP is available HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 24

25 Content Channel Service Partner Program Overview Channel Service Partner Certification Requirements Channel Service Partner Benefits and Tools Channel Service Partner Enablement Initiatives WEU Enterprise Service Overview and Capabilities WEU Enterprise Service and Procedures HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 25

26 Global Services Resources Overview Hungary Holland Germany Bahrain Huawei Headquarters Mexico Romania UAE China Accounting share center Bidding center (Planning) Supply center & Hub Brazil India Malaysia R&D center Training center Argentina Mauritius Technical support center 140,000+ employees with 150+ nationalities worldwide 23 R&D centers, 45 training centers 14 Regional Headquarters, operations in 140+ countries Localized operation powered by global resources HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 26

27 West European Services Resources Overview Global Technical Assistance Centres (GTAC) Regional & Country Technical Assistance Centres TACs) Global & Regional Spare Parts Operation Centre (SOCs) Spare Parts Logistics Centres (SLCs) Service Resource centres (SRCs) R&D Centres Western Europe Global Resources 1 GTAC in Romania 78 Spare Part Centers/warehouse 7 Training Centers 8 Authorized Training Partners 112 Certified & Authorized Service Partners 1200 Enabled Partner Engineers 110 Dedicated Enterprise Service Staff/Experts 3 GTACs Worldwide 12 TACs Worldwide 131 Spare Parts Centers 45 Training centers 68 Training Partners 800 Service Partners 7,000 Enabled Partner Engineers 1,450 Enterprise Service Staff HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 27

28 Global Technical Assistance Center (GTAC) International Toll free Number Based on Romania Multi-lingual Call Centre: English, Spanish, French, German Single Point of Contact ( SPOC) Issue to Resolution (ITR) Process Timely SR Progress Update Service Desk, Fault Management, Performance Management System, etc. TAC laboratory Front Office Customer Support Technical Support Office War Room HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 28

29 Co-Care Service Capability in WEU Spares Service NBD-S Spares Service NBD-D Spares Service SBD-D Spares Service 4HR-D L3 Technical Support L3 Technical Support L3 Technical Support L3 Technical Support Basic Standard Enhanced Premier HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 29

30 Customer Support Services Portfolio Co-Care Co-Care Service Portfolio Service Offering Service Service Item Co-Care Basic Standard Enhanced Premier Help Desk Remote Support Service Remote Troubleshooting Customer Support Services Online Technical Support Yes Yes Yes Yes Software Support Services Software Update Yes Yes Yes Yes Hardware Support Services Hardware Advance Replacement 9 5 NBD-S 9 5 NBD 9 5 4H H Specialized Services Service Offering Service Service Item Availability Event On Duty Service All Products Per Call Onsite Support Service All Products Customer Support Services Specialized Services Designated Service Manager Service All Products Resident Engineer Support Service All Products Defective Parts Retention Service IT products HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 30

31 Hi-Care Service capability in WEU On Site Installation On Site Installation On Site Installation Spares Service NBD-S Spares Service NBD-D Spares Service SBD-D Spares Service 4HR-D Spares Service NBD-D Spares Service SBD-D Spares Service 4HR-D L1, L2 and L3 Technical Support L1, L2 and L3 Technical Support L1, L2 and L3 Technical Support L1, L2 and L3 Technical Support L1, L2 and L3 Technical Support L1, L2 and L3 Technical Support L1, L2 and L3 Technical Support Basic Standard Enhanced Premier Standard- Onsite Enhanced- Onsite Premier- Onsite HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 31

32 Customer Support Services Portfolio Hi-Care Hi-Care Service Portfolio Service Service Item Hi-Care Hi-Care Onsite Hi-Care Application Software Support Basic Standard Enhanced Premier Standard Enhanced Premier Hi-Care Application Software Upgrade Support Help Desk Remote Support Services Remote Troubleshooting Online Technical Support Yes Yes Yes Yes Yes Yes Yes Yes Yes Software Support Services Software Update Yes Yes Yes Yes Yes Yes Yes Yes Yes Software Upgrade No No No No No No No No Yes Hardware Support Services Onsite Support Services Hardware Advance Replacement Onsite Hardware Replacement Onsite Troubleshooting 9 5 NBD-S 9 5 NBD 9 5 4H H No No 9 5 NBD 9 5 4H H No No No No No No No No No No No No No No No Proactive Support Services Note Equipment Health Check Service Support Plan & Report YES= included, NO = not included No No No No No No No No No No No No No No No No No No 9 x 5 = Business Days: Monday to Friday, from 9:00 to 18:00, excluding public holidays HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page x 7 = 7 (seven) days a week, 24 (twenty-four) hours per day NBD= Next Business Day Delivery, NBD-S = Next Business Day Shipment

33 West European Warranty Policy Products with Limited Lifetime Warranty Replacement Service Level BHRTS Period Switch: S5700, S3700, S2700 series (excluding the Power Supply Units) AR: NBD-Ship Ninety (90) Days commencing from Warranty Start Date Products with a standard Warranty Period of 12 Months Replacement Service Level BHRTS Period Switch: S6700, S7700, S9700 series; Access Router: AR157G-HSPA+7, AR158E, AR1200, AR2200, AR3200 series; Data Center Switch: Cloud Engine CE series; WLAN: WA, AP, WS, AC series and S93 AC Card; SFP Optical Transceivers; Network Element Router: NE series; Access Router: AR151, AR157, AR207G-HSPA+7, AR200 series AR:10BD-Ship Ninety (90) Days commencing from Warranty Start Date Unified Threat Management: USG2110-A-W, USG2110-A-GW-W, USG2110-A-GW-C, USG2110-F, USG2110-F-W, USG2160W, USG5000 series; Data Center Firewall: USG9000 series; Network Intelligent Protection System: NIP2000 series, NIP5000 series; AntiDDoS Gateway: S1000, S8000 series; Application Security Gateway: ASG series; Antivirus Expert: AVE series; VPN Gateways: SVN2230, SVN5000, SVP2260 series; Service Inspection Gateway: SIG series; Security Compliance Management: UMA, isoc, OIC, OMM; Internet Cache Solution: icache3200 UCC: espace IPC series; Video Surveillance VS, espace CAM/NVR/DEC series; V1300N: BU, AU, MU, MAU; SoftCo 5000/9000, U1000/U2000/EGW/IAD/UC Server series; ET 525, espace6000/7000 series; Contact Center: UAP, espace AT,MT series AR: 10BD-Ship AR: 10BD-Ship Ninety (90) Days commencing from Warranty Start Date Ninety (90) Days commencing from Warranty Start Date UCC Telepresence and Video: TP, RP, MC, VP, VPC, VPM, SMC, UGW9500, IRD, DME, DMP series AR: 10BD-Ship Ninety (90) Days commencing from Warranty Start Date Network Energy: UPS 2000 and 5000 series RFR: 60CD-Ship Ninety (90) Days commencing from Warranty Start Date Products with an extended Warranty Period of 36 Months Replacement Service Level BHRTS Period Switch: S1700 series AR: 10BD-Ship Ninety (90) Days commencing from Warranty Start Date Storage: SAN T series, S8100, Dorado series, NAS N8300 and N8500, VTL series3500, VIS series, Cloudstor series, UDS, HDP series, SNS series AR: NBD-Ship Warranty Period Storage: series AR: 4HR + Onsite Warranty Period Server: Rack Mount Server RH series, Blade Server E series, Data Center X series, Ultra-High Density X series, SSD E series, Application Server X8000 and Exchange AR: NBD-Ship Warranty Period HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 33

34 All Round Systematic Service All Services, Follow you Customer Engagement - Vertical Support Service Sales Service Portfolio Service Bidding/Pricing PMO All Round Service Support Customer Engagement - Channel Support Channel Certification, Channel Management Channel Service support Excellence Centre - 6 Core capabilities Call Centre: 24 7 Call Center, Customer SPOC TAC: Huawei providing L1/L2/L3 Professional Support Training centre: Provide training for end customer and Channel partners Supply Chain: Online ordering, B2B interconnection, Transparent Order, Fast supply Test Centre: Test Lab, Interworking test, Solution test Spare Parts: Spare Part support(9x5xnbd-s, 9 5xNBD, 9x5x4H, 24x7x4H ) HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 34

35 Architect Expert Professional Associate Huawei Certification Portfolio Proposed Advanced relationship Necessary advanced relationship ICT Career Certification Specialist Certification Routing & Switching WLAN Wireless Transmi ssion Security UC&C HCNP- R&S HCIE-R&S HCNP- Carrier HCIE- Carrier HCNA- WLAN HCNP- WLAN HCIE- WLAN HCNA-LTE HCNP-LTE HCIE-LTE HCNA- Transmission HCNP- Transmission HCIE- Transmission HCNA HCNA- Security HCNP- Security HCIE- Security HCAr HCNA-UC HCNP-UC HCIE-UC HCNA-CC HCNP-CC HCIE-CC VC Cloud Storage HCNA-VC HCNP-VC HCIE-VC HCNA- Cloud HCNP- Cloud HCIE- Cloud HCNA- Storage HCNP- Storage HCIE- Storage ICT Convergence Design HCNA- Design HCNP- Design HCIE- Design Sales Specialist Certifications: HUAWEI IP Network Sales Specialist HUAWEI Bearer Network Sales Specialist HUAWEI UC&C Sales Specialist HUAWEI IT Sales Specialist Pre-sales Specialist Certifications: HUAWEI IP Network Pre-sales Specialist HUAWEI Transmission Network Pre-sales Specialist HUAWEI Access Network Presales Specialist HUAWEI Unified Communications Pre-sales Specialist HUAWEI IP Contact Center Pre-sales Specialist HUAWEI Telepresence and Videoconferencing Pre-sales Specialist HUAWEI Server Pre-sales Specialist HUAWEI Storage Pre-sales Specialist HUAWEI Cloud Pre-sales Specialist Solution Specialist Certifications: HUAWEI IP Network Solution Specialist HUAWEI Transmission Network Solution Specialist HUAWEI Access Network Solution Specialist HUAWEI Data Center Solution Specialist Field Specialist Certifications: HUAWEI Routing and Switching Field Specialist HUAWEI WLAN Field Specialist HUAWEI Wireless Field Specialist HUAWEI Transmission Field Specialist HUAWEI Access Network Field Specialist HUAWEI Security Field Specialist HUAWEI Unified Communications Field Specialist HUAWEI IP Contact Center Field Specialist HUAWEI Telepresence and Videoconferencing Field Specialist HUAWEI Video Surveillance Field Specialist HUAWEI Certified Cloud Field Specialist HUAWEI Certified Server Field Specialist HUAWEI Storage Field Specialist Customization Specialist Certifications: HUAWEI Certified UC Customization Specialist HUAWEI Certified CC Customization Specialist HUAWEI Certified TP Customization Specialist HUAWEI Certified IVS Customization Specialist HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 35

36 Huawei Learning Service Solutions Industry-specific Capability Development Solutions Finance Transpor Tation Power Energy Education Government Product Technical Training Huawei Certification Competence Consultation and Development Network Products Technical Training Security Products Technical Training UC&C Products Technical Training IT Products Technical Training Wireless Products Technical Training Huawei Certified Network Associate Huawei Certified Network Professional Huawei Certified Internetwork Expert Huawei Sales Specialist Huawei Solution Specialist Huawei Field Specialist Huawei Customization Specialist Talent Cultivation Strategy Competence Assessment and Improvement Managed Learning System Tools & Platform Equipment Simulators Live Virtual Classroom Ea-Learning / E-Lab Online Certification Management Huawei Certification Forum 45+ Training Centers / 80+ HALPs Test Centers in 165+ Countries HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 36

37 Huawei Certification CAN Drive Career Success in A Better Way All-fields Internetwork Expert Network Professional Convergence An ICT multitechnology certification in line with the industrial climate of ICT convergence CAN A complete professional technical certification system covering all ICT technical fields New Network Associate New Certify Today, Master Tomorrow An updated certification system with new technologies, new ideas and new industry trends HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 37

38 Products & solutions Unified ICT Services CUSTOMER PARTNER Consulting Services Training Services L1/L2 Customer Support Integration Service Installation & Commissioning UC&C Huawei Enterprise Full Lifecycle Services Enterprise Networking IT Product Enterprise Wireless Consulting Assessment Planning Professional Service Network Design Integrated Design L3/L4 Customer Support Validation Deployment Migration Network Integration Hardware Support Software Support Solution Support Managed Support Training & Certification Service Optimization HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 38

39 Professional Services - Network Design & Optimization Network Design & Optimization Design Assistance Software Strategy Network Improvement Planning Trouble-shooting Network Health Check Avoid redesigns and reduced cost Accordance between service evolution and software version Improve network performance and stable Periodical network health check with advanced toolkit Periodical network estimation and sustainable optimization HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 39

40 WEU Services Summary Customer Oriented Industry leading Service Organization and Portfolio Hands-on Deployment Support Attentive Customer Support Professional Services to create more values Partner Enablement for mutual success Partner focused business model creating value add State of the art IT solutions and tools Local organization Global reach Global Coverage 24*7 One-stop HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 40

41 Content Channel Service Partner Program Overview Channel Service Partner Certification Requirements Channel Service Partner Benefits and Tools Channel Service Partner Enablement Initiatives WEU Enterprise Service Overview and Capabilities WEU Enterprise Service and Procedures HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 41

42 How to apply for Huawei Uniportal Account Role Huawei Enterprise Website echannel MY SPACE on Huawei Enterprise Website Channel Partner Administrator Account Registration Partner Company Register & Certification Permission Application (Unistar SCT, Support E, E- Learning, CNC Web, SDC ) Association Approval Channel Partner Common Employee Account Registration Association Application Huawei Channel Manager Permission Application (UniSTAR SCT, Support E, E-Learning) Huawei IT System Permission Approval Please click here to register HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 42

43 How to submit Service Request ONLINE Enable Self-service function 1. Provide below information to Submit your SR online Click on the link in the mail you received and raise your SR. Organization (Company): Contact Name: Country: Contact Number: (Important) 2. You will get below after enabled successfully. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 43

44 How to submit Service Request OFFLINE to GTAC: Call to GTAC: Self-service on WEB interface (see next slide) Enterprise Customer General Information (Enterprise Customer use) *Customer Organization *Country *Contact Name *Office Number & Mobile Number *Contact Huawei Equipment Information *Product Name (e.g: S5700) *Site Name and in which city *Serial Number(eg: *** ) Problem Description *Service Interrupted? *Problem Severity?* If Critical, please state how many users are affected and since when the service is down. *Product Version Yes/No Critical/Major/Minor Contact us via the ways shown in the left and provide the information shown in the right HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 44

45 How to submit Return Material Authorization (RMA) Request 1. Fill in the RMA application form. 2. Send it to HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 45

46 Service Activation Procedure ONLINE (for selected Tier 1 Partners only) HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 46

47 ONLINE Service Activation Procedure Step 1/3 Simply speaking, the Service Activation System will substitute the current (offline) <Huawei Service Activation Form>. The online system runs the maintenance activation process on a web-based IT platform 1. Task Management 2. Maintenance Activation Info Edit All information and status of activation tasks are shown in one list Manage maintenance activation information for one certain PO(task) HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 47

48 ONLINE Service Activation Procedure Step 2/3 Search Task by values The task is based on Huawei Contract No. Related Customer PO No. Status could be Draft, Submitted, Approved, Rejected. Owner of the task Current handler of the task Notice: Customer PO No. is the preferred option which a task can be based on. But current situation shows that Customer PO No. is missing for some POs. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 48

49 ONLINE Service Activation Procedure STEP 3/3 Section 1: Head Information Basic information of the task is shown here, Status, Huawei contract No., Customer PO NO. and Task ID Section 2: Involved Parties 1. Company name and contact information of involved parties are shown here. 2. End Customer and CSP can be added. Section 3: Service Activation Info 1. Input/Update Service Start Date and Spare Delivery Address. 2. Select serial numbers. 3. Others Section 4: Comments Any remark or special requirements can be stated here. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 49

50 ONLINE Service Activation Procedure - Benefits By using the Huawei Service Activation System, you will benefit as below: Efficiency Some information(po head information, Involved Parties,service BOQ(quoted by SCT), service start date, spare delivery address, etc) will be no need to input again and again; No need to input equipment serial numbers but just select them. Uni-Management Manage all activation tasks in one system Integration The Huawei Service Activation System will integrate with echannel in the future. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 50

51 ONLINE Service Activation Procedure - overview Huawei initiate activation task Huawei review task Huawei SSC Clerk Huawei SSC Clerk Collect PO related information from other Huawei system, initiate an activation task and send to partner icarea/manual Operation Init Send Activation Partner edit the task Service Contact Person Update or modify the service activation information Submit to review Approve the task and send Welcome Pack, or reject. icarea Review icarea Edit Forward to other task operator(optional) Other Task Operator Update or modify the service activation information icarea Edit HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 51

52 Service Activation Procedure OFFLINE HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 52

53 OFFLINE Service Ordering and Activation Overview 1. Integration PO: maintenance service PO combined with equipment PO 2. Split PO: maintenance service PO separated from equipment PO 3. Service PO for Stock: maintenance service PO for the equipments in channel stock 4. Service Renewal PO: renewed maintenance service PO For Integration PO s and Split PO s, Huawei Service Activation Department completes the Activation Form after the Supply Chain delivery information is available. For Service PO s for Stock and for Service Renewal POs, Huawei Service Activation department can immediately complete the Activation Form. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 53

54 Service PO received by OFFLINE Service Ordering and Activation Integration PO s and Split PO s within 2 wk days Supply Chain Delivery Information available within 2 wk days Activation Form sent to PO Issuer Reply within 10 wk days Welcome Pack sent on next working day with Service Start Date per the confirmed Activation Form. Spare Parts Service on a best effort basis for maximum 30 calendar days. Within 30 calendar days Spare Parts Service full service activation HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 54

55 OFFLINE Service Ordering and Activation Service PO s for Stock and Service Renewal Service PO received by within 2 wk days Activation Form sent to PO Issuer Reply within 10 wk days Welcome Pack sent on next working day with Service Start Date per the confirmed Activation Form. Spare Parts Service on a best effort basis for maximum 30 calendar days. Within 30 calendar days Spare Parts Service full service activation HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 55

56 Where to find WEU Service Descriptions? Co-Care Service Description Hi-Care Service Description HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 56

57 Where to find WEU Warranty Policy? Warranty Policy Warranty Summary Warranty Detail HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 57