Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise

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Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
Huawei Service Partner Program
    Quick Reference Guide
       (Global Version)

    Huawei Technologies Co., Ltd.
          (January 2018)
Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
What are HSPP and CSP?

Huawei Enterprise Business Group (EBG) strives to build an open, collaborative, win-
win ecosystem to provide the best choices for customers. Service partners, as the key
members of the Huawei partner ecosystem, are critical to the strategy of Business-Driven
ICT Infrastructure (BDII).

Huawei Service Partner Program (HSPP) is a cooperative framework between Huawei
and its service partners. It comprises a range of contents to meet the needs of a diverse
set of Huawei service partners. For now, HSPP is mostly for Huawei Channel Partners
who want to develop service business and become Certified Service Partners
(CSPs). Huawei will continue to optimize the program to cover all types of service partners.

As a value-based program, the HSPP includes performance metrics designed to:

•   Enhance profitability

•   Reward partners equally for performance

•   Reward over certification through discount

•   Reward over performance through rebates

•   Measure and reward service sales

Eligibility

Huawei offers two models of services: Huawei Branded Services (Hi-Care) and
Huawei Collaborative Services (Co-Care).

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Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
Huawei Branded Services (Hi-Care): All partners enrolled in the Huawei Partner Program are
eligible to resell Huawei Branded Services (Technical Services, Advanced Services, or Training
                                                                                                 2     Marketing Support: Partner Locator
Services). Partners for each offer are required to comply with the Resale of Huawei Services
                                                                                                 The Huawei Partner Locator allows service partners to differentiate themselves
General Terms for each service listed in the legal services descriptions.
                                                                                                 from competitors and provides the opportunity to enter into new markets.
Huawei Collaborative Services (Co-Care): Collaborative Services help partners deliver
                                                                                                 http://e.huawei.com/en/partner/find-a-partner
compelling and customized service offerings, enhance market differentiation, uncover new
opportunities, and increase customer loyalty and peace of mind. Partners must meet
certain entry and ongoing eligibility requirements. Entry eligibility requirements may change
over time, as they are based on requirements for specific product portfolios. Collaborative      3     Finance Support: CSP Service Sales Discount and Rebate
Service are a much higher level of service that embody Huawei deliverables. There are
                                                                                                 The Attach Rate (AR) metric measures a partner’s ability to sell services on
specific requirements that dictate which partners have access to which services. The intent
                                                                                                 Huawei products that they sell. This metric calculates the normalized dollar value
is to create a holistically consistent methodology for access to these restricted portfolios.
                                                                                                 of new services that are attached to the newly purchased products compared to the
                                                                                                 normalized dollar value of the total service sale opportunity for all new products the partner
                                                                                                 sold.
CSP Benefits

                                                                                                 The Renewal Rate metric measures the partner’s ability to renew service
                                                                                                 coverage reaching end of entitlement within the year-long measurement window. The
                                                                                                 partner is held accountable and rewarded accordingly for the renewal of services
                                                                                                 reaching end of entitlement regardless of the product ship date or whether or not the
                                                                                                 partner originally sold the product. The calculation includes both Huawei Branded
                                                                                                 Service (Hi-Care) and Collaborative Services (Co-Care) contracts.

Notes: May differ by region. Please refer to the Huawei local program for detail information.    Hi-Care Service:

1       Marketing Support: Huawei Service Partner Logo

For information about the proper use of CSP logos, please refer to the following:
                                                                                                 Notes: May differ by region. Please refer to the Huawei local program for detailed information.
https://e.huawei.com//mediafiles/MarketingMaterial/ucmb/hw_134119.pdf

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Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
Co-Care Service:
                                                                                                 4   Implementation Service Authorization

                                                                                                     Service
                                                                                                  authorization           Service characteristics                Object of the authorization
                                                                                                      code
                                                                                                         A          Complex technical requirements                Huawei delivers services.
                                                                                                                      High-level technical capabilities
                                                                                                                                                                 4-star or above CSP delivers
                                                                                                               B1      and comprehensive technical
                                                                                                                                                                            services.
                                                                                                     B                   knowledge in the domain
                                                                                                                      Mid-level technical capabilities in        3-star or above CSP delivers
                                                                                                               B2
                                                                                                                                 the domain                                 services.
                                                                                                                         Applied to terminal devices
                                                                                                                                                                  All partners can install and
                                                                                                         C/D          (software and hardware), easy to
                                                                                                                                                                       maintain products.
Notes: May differ by region. Please refer to the Huawei local program for detailed information
                                                                                                                             install and maintain

The Huawei Service Partner Program is performance driven, and those partners who
over-perform or are involved in higher-value service receive incremental compensation from       5   Co-Care Service Interface Definition
back-end rebates.
                                                                                                 The Co-Care service is a maintenance service solution provided by Huawei and partners
Partners receive a flat discount for Huawei Branded Service (Hi-Care), which is are driven
                                                                                                 with CSP certification. A partner can add value to the service and then receive more
by the market conditions in a partner’s theater.
                                                                                                 business benefits via selling it. Through this solution, in addition to
Partners receive certification-driven discounts for Collaborative Service (Co-Care).             providing warranty services, Huawei responds to partners’ requests for remote
                                                                                                 troubleshooting and faster hardware replacement. The solution helps partners maintain a
The compensation framework is based on two principles: Discounts are received                    more-efficient and stable network environment.
upfront based on either a schedule or a list price. Rebates are paid on the back-end if
minimum performance metrics are met.
                                                                                                     Category               Service Contents                Service Partner          Huawei
                                                                                                                               Service Sales                      ★
                                                                                                                               On-Site Service                    ★
                                                                                                                              Remote Technical
                                                                                                  Implementation                                                  ★
                                                                                                                                Support (L1)
                                                                                                      Service
                                                                                                                             Remote Technical
                                                                                                                                                                                        ★
                                                                                                                             Support (L2 to L3)
                                                                                                                       Parts Dead On Arrival (DOA)                                      ★
                                                                                                                               Service Sales                      ★
                                                                                                                      Web & App Technical Support                                       ★
                                                                                                                             Remote Technical
                                                                                                                                                                  ★
                                                                                                                               Support (L1)
                                                                                                   Maintenance
                                                                                                                              Remote Technical
                                                                                                  Service (Co-Care)                                                                     ★
                                                                                                                              Support (L2 to L3)
                                                                                                                               Parts Service                                            ★
                                                                                                                          On-Site Troubleshooting                 ★
                                                                                                                          Customer Satisfaction                   ★

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Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
6   Incentives for Service Capability Improvement                                             Before successfully submitting the application, partners should meet the following
                                                                                                  requirements:

                                                                                                                  Capability/Platform                 Five-star     Four-star     Three-star
                                                                                                     Having obtained the authorization for device
                                                                                                                                                           √            √             √
                                                                                                          sales before the application date.
                                                                                                                              Routing and switching    1 HCNA+
                                                                                                                                                                     1 HCNA+
                                                                                                   Enterprise networking               Security        2 HCNP+                     2 HCNA
                                                                                                                                                                      2 HCNP
                                                                                                                                        WLAN            2 HCIE

                                                                                                                                  Transmission         1 HCNA+
                                                                                                                                                                     1 HCNA+
                                                                                                   Enterprise networking                               2 HCNP+                     2 HCNA
                                                                                                                                        Access                        2 HCNP
Notes: May differ by region. Please refer to the Huawei local program for detailed information.
                                                                                                                                                        2 HCIE
                                                                                                                               Storage and server      1 HCNA+
                                                                                                                                                                     1 HCNA+
Huawei offers contain rewards for support partners that invest in service capability                         IT                 Cloud computing        2 HCNP+                     2 HCNA
                                                                                                                                                                      2 HCNP
improvement. Incentives are offered for partner service employees who pass high-                                                         DC             2 HCIE
end technical certification, such as HCIE.
                                                                                                                                         UC
For instance, In 2018, engineers obtaining HCIE certificates will be rewarded a                                                          CC
smartphone from Huawei (Huawei Mate10 or other model of equal value).                                                                                  1 HCNA+
                                                                                                                                                                     1 HCNA+
                                                                                                   Cloud communications                  VC            2 HCNP+                     2 HCNA
                                                                                                                                                                      2 HCNP
                                                                                                                                         IVS            2 HCIE

How to Apply ?                                                                                                                 (HCS-Field-IVS=NA)
                                                                                                                                         DCF           1 HCNA+
Partners may apply for CSP Certification via eChannel platform at:                                                                                                   1 HCNA+
                                                                                                      Network energy                                   2 HCNP+                     2 HCNA
                                                                                                                                         UPS                          2 HCNP
http://echannel.huawei.com.                                                                                                                             2 HCIE
                                                                                                     HCS-Presales-Specialist Service Solution              1            --            --
                                                                                                              Cyber security specialist                    1            1
                                                                                                           Technical service organization                  √            √             √
                                                                                                                     Service hotline                     24/7         24/7           5x8
                                                                                                    Customer problem management system and
                                                                                                                                                           √            √             √
                                                                                                           daily fault handling process
                                                                                                       A dedicated, reliable email box used for
                                                                                                      receiving Huawei’s service requirements,             √            √             √
                                                                                                              materials, and documents
                                                                                                              Field investigation report              >= 70 points >= 60 points       --

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Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
Service Portfolio
                                                                                                                          Notes:

                                                                                                                          1. According to the different products/Country, Return for Repair may be 9 x 5 x 30BD-S, 9 x 5 x 60CD-S, or No SLA.

 Huawei offers ICT services to help customers build high-quality ICT                                                      2.10BD-s means 10 business days shipment.
 infrastructures and competitive applications, effectively accelerating their core
                                                                                                                          3.Warranty is provided with time, distance, conditions of use and other restrictions, for specific instructions on limitations
 business. Huawei lifecycle services cover the following phases:
                                                                                                                          please refer to the warranty description document.

                                                                                                                                                                                                             Warranty Duration
                                                                                                                                            Product Category
                                                                                                                                                                                           90 Days           1 Year           3 Years          5 Years
                                                                                                                                                   Security, Switch, Router,
                                                                                                                                                    WLAN, Transmission                                           •
                                                                                                                            Networking            Network, Access Network
                                                                                                                                                               S1700                                                              •
                                                                                                                                                               AR550                                                                               •
                                                                                                                                                                  eLTE                                           •
                                                                                                                              Wireless
                                                                                                                                                              GSM-R                                              •
                                                                                                                                                   Unified Communications
 Note: Services in a particular country depend on channel services development and programs. Please contact the                                                                                                  •
                                                                                                                                                     and Contact Center
 local channel service manager for details.
                                                                                                                                                   Video Surveillance (IVS)                                      •
                                                                                                                                   UC&C
                                                                                                                                                       Telepresence and
                                                                                                                                                                                                                 •
                                                                                                                                                      Video Conferencing
 Warranty Services                                                                                                                                Enterprise IMS and NGN                                         •
                                                                                                                                                               Server                                                             •
                                                                               Warranty Type                                        IT                        Storage                                                             •
     Category                    Item                                                          IT        IT       Softw
                                                    RFR       Basic      Life     IT Basic                                                            USB CD-ROM driver                                          •
                                                                                           Standard   Premier      are
                                                                                                                                                         Telecom Power                                           •
      Remote           TAC Support 24/7                                    •         •         •          •                   Network
                                                                                                                                                        UPS and Inverter                                         •
     Technical           Online Self-help                                                                                     Energy
     Support                                          •         •          •         •         •          •         •                                    IDS1000/2000                                            •
                             Support
     Software             Download of                                                                                                             Application software and
                                                                •          •         •         •          •                   Software                                                          •
     Support            Software Updates                                                                                                                   License

                        Return for Repair                                                                                 Notes:
                                                      •
                         9 x 5 x 30BD-S
     Hardware                                                                                                             1. The warranty starts on the 90th day after the date of the product shipment from Huawei or the date of receiving a
      Support                                                           10BD
                             Advance                         10BD                  NBD                                        service request, whichever is earlier.
                                                                        -s/NB                NBD        4H
                           Replacement                        -s                    -s
                                                                         D-s                                              2. This summary is a general reference; the warranty duration, descriptions, and coverage may vary by region or country.
                                                                                                                          For details, please contact your local Huawei channel service manager.
      On-Site           On-Site Hardware
                                                                                               •          •
     Support             Replacement                                                                                      3. Please refer to following website for updated information:
                                                                                                                          http://support.huawei.com/enterprise/
                                                                                                                          servesolution#idAbsPath=1385013009274&ot=clk&pid=1385013009274&t=461& type=05

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Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
Customer Support Services                                                                                                                                        Basic      Standard
                                                                                                                                                                                                           Enhanced
                                                                                                                                                                                                            9x5x
                                                                                                                                                                                                                           Premier
                                                                                                                            Service Element:                                                                                24/7 x
                                                                                                                                                              9 x 5 x NBD-S 9 x 5 x NBD
     Hi-Care Service                                                                                                                                                                                        4 Hours        4 Hours
                                                                                                                         Software Maintenance                        YES                  YES                  YES            YES
                                                                         On-Site
                       Basic   Standard
                                        Enhan
                                                Premier
                                                         On-Site
                                                                         Enhan
                                                                                 On-Site                             Online Support/Web Access                       YES                  YES                  YES            YES
     Service level                        ced           Standard                 Premier On-Site On-Site
                      9x5x      9x5x             24/7 x                    ced                                                                                                               Same
     Service Item                       9x5x             9x5x                     24/7 x CTR6H CTR8H                         Spares Support                   Next Business Next Business
                      NBD-S      NBD            4 Hours                  9x5x
                                        4 Hours           NBD                    4 Hours                                                                                                  Business Day                      4 Hours
                                                                         4 Hours                                             Logistics Service                Day Shipment Day Delivery
                                                                                                                                                                                            Delivery
      Customer
       Support         24/7     24/7      24/7      24/7         24/7       24/7      24/7       24/7      24/7               Spares Support
                                                                                                                                                                     NO                   NO                   NO             NO
        Center                                                                                                              Installation Service
       Technical
                       24/7     24/7      24/7      24/7         24/7       24/7      24/7       24/7      24/7     1.The SLA in this document is for general reference only. Service contents and response times may vary by country.
      Assistance
                                                                                                                    For detailed information, please contact your local Huawei sales and service representative.
       Software
                       YES       YES       YES      YES          YES        YES       YES         YES        YES
     Maintenance
        Online
     Support/ Web
        Access
                       YES       YES       YES      YES          YES        YES       YES         YES        YES
                                                                                                                    IT Platform and Tools
        Spares         Next      Next     Same     priority      Next       Same     priority
       Support       Business Business Business 1 & 2: 4 Business Business 1 & 2:4
                                                                                                  YES        YES
       Logistics       Day       Day       Day      Hour          Day       Day       Hour                              Name of                           URL                                                             Advised
                                                                                                                                                                                          Major Functions
        Service      Shipment Delivery Delivery     Deliv       Delivery Delivery Delivery                              IT Tools                        Shortcut                                                         Privileges
        Spares                                                                                                                                                                                                             All Staff
       Support                                                                                                          Huawei                                                          Huawei official App           (Privileges auto
                       NO        NO        NO        NO          YES        YES       YES         YES        YES
      installation                                                                                                                                                                                                      granted after
                                                                                                                       Enterprise                                                          for iOS and
        service                                                                                                                                                                                                       staff associated
                                                                                                                          APP                                                           Android handsets               to the channel
      Hardware
                                                                                                                                                                                                                          company)
      Alerts Call      NO        NO        NO        NO           NO        NO        YES         YES        YES
     Home to TAC
                                                                                                                                               http://echannel.huawei.
                                                                                                                                               com/university/weben/                                                      All Staff
                                                                                                Priority Priority
      Hardware                                                                                                                                    home/home.html                      A uniform entrance for
                                                                                                 1 & 2:    1 & 2:        Huawei                                                                                             (Staff
       Repair          NO        NO        NO        NO           NO        NO         NO                                                                                            training and certification
                                                                                                 within    within        Partner                                                                                      privileges should
     Commitment                                                                                                                                                                        on Huawei enterprise
                                                                                                6 hours 8 hours         University                                                                                        be applied
                                                                                                                                                                                              services                    by channel
                                                                                                                                                                                                                       administrator.)

 Co-Care Service
                                                                                                                                           http://echannel.huawei.com
                                                                                                                                                                                         Collaborative work
                                                                              Enhanced              Premier                                                                                                            Staff work
                                            Basic             Standard                                                                                                                  platform for channel
            Service Element:                                                    9x5x                 24/7 x                                                                                                            for service/
                                        9 x 5 x NBD-S         9 x 5 x NBD                                                                                                              business, registration,
                                                                               4 Hours              4 Hours             eChannel                                                                                       engineering
                                                                                                                                                                                           sales, delivery,
       Customer Support Center              24/7                24/7               24/7               24/7                                                                                                             mgmt., service
                                                                                                                                                                                       capabilities, incentive
                                                                                                                                                                                                                           sales.
          Technical Assistance              24/7                24/7               24/7               24/7                                                                                     and etc.

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Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
Name of                     URL                                                   Advised
                                                            Major Functions
       IT Tools                  Shortcut                                               Privileges
                                                            Simple and smart          Staff works for
                         http://app.huawei.com/
          SCT                                               configuration and        service sales and
                                 unistar/sct
                                                             quotation tool.           commercial.

       Huawei                                                                         Staff works for
                                                           Huawei Career
     certification                                                                   service/project
                                                        certification fact book
      fact book                                                                          delivery.

 Huawei Career Certification

          Career Certification                  Associate             Professional           Expert
                        Routing and
                                               HCNA-R&S                HCNP-R&S            HCIE-R&S
       Enterprise        Switching
       Networking         Security            HCNA-Security          HCNP-Security              -
                           WLAN               HCNA-WLAN               HCNP-WLAN                 -
                        Transmission        HCNA-Transmission     HCNP-Transmission             -
     Transmission &
         Access           Access              HCNA-Access            HCNP-Access
                                                                                                -
                          Network               Network                Network
                                                                                             HCIE-
                          Storage             HCNA-Storage           HCNP-Storage
                                                                                            Storage
                           Cloud                                                             HCIE-
            IT                                 HCNA-Cloud             HCNP-Cloud
                         Computing                                                           Cloud

                             DC                     -                         -             HCIE-DC

                             UC                 HCNA-UC                HCNP-UC

     Enterprise Cloud
                             CC                 HCNA-CC                HCNP-CC              HCIE-EC
     Communication

                             VC                 HCNA-VC                 HCNP-VC

     Network Energy         DCF                HCNA-DCF                HCNP-DCF

 For more information, please refer to

 http://support.huawei.com/learning

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Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
Contacts:

e-Mail: channelservice@huawei.com

Official Web: http://e.huawei.com/en

Service Web: http://support.huawei.com/enterprise

Copyright © 2018 Huawei Technologies Co., Ltd. All rights reserved.

Disclaimer:

The information contained in this guide is for general information purposes only and may
be changed to fit the local environment. The guide is only for reference, without
representations or warranties of any kind, express or implied. Huawei reserves the
rights to update or change this information without any notification.
Huawei Service Partner Program Quick Reference Guide - (Global Version) Huawei Technologies Co., Ltd - Huawei Enterprise
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