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Huawei Technologies Co., Ltd. (January 2018) Huawei Service Partner Program Quick Reference Guide (Global Version)
Huawei Technologies Co., Ltd. (January 2018)
Huawei Service Partner Program Quick Reference Guide
(Global Version)
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• Enhance profitability
• Reward partners equally for performance
• Reward over certification through discount
• Reward over performance through rebates
• Measure and reward service sales
Huawei offers two models of services: Huawei Branded Services (Hi-Care) and Huawei Collaborative Services (Co-Care).
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 partner. 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:
Eligibility
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Notes: May differ by region. Please refer to the Huawei local program for detail information.
Notes: May differ by region. Please refer to the Huawei local program for detail information.For information about proper use of CSP logos, please refer to the following:
https://e.huawei.com//mediafiles/MarketingMaterial/ucmb/hw_134119.pdf
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 Service). Partners for each offer are required to comply with the Resale of Huawei Services General Terms for each service listed in the legal services descriptions.
Huawei Collaborative Services (Co-Care): Collaborative Services help partners deliver 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 Service are a much higher level of service that embody Huawei deliverables. There are specific requirements that dictate which partners have access to which services. The intent is to create a holistically consistent methodology for access to these restricted portfolios.
CSP Benefits
Marketing Support: Huawei Service Partner Logo
Marketing Support: Partner Locator
Finance Support: CSP Service Sales Discount and Rebate
Hi-Care Service:
The Huawei Partner Locator allows service partners to differentiate themselves from competitors and provides the opportunity to enter into new markets.
http://e.huawei.com/en/partner/find-a-partner
The Attach Rate (AR) metric measures a partner's ability to sell services on Huawei products that they sell. This metric calculates the normalized dollar value 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.
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.
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Co-Care Service:
Notes: May differ by region. Please refer to the Huawei local program for detail information
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 back-end rebates.
Partners receive a flat discount for Huawei Branded Service (Hi-Care), which is are driven by the market conditions in a partner's theater.
Partners receive certification-driven discounts for Collaborative Service (Co-Care).
The compensation framework is based on two principles: Discounts are received upfront based on either a schedule or a list price. Rebates are paid on the back-end if minimum performance metrics are met.
Implementation Service Authorization
Co-Care Service Interface Definition
Service authorization
codeService characteristics Object of the authorization
A Complex technical requirements Huawei delivers services.
BB1
High-level technical capabilities and comprehensive technical
knowledge in the domain
4-star or above CSP delivers services.
B2Mid-level technical capabilities in
the domain 3-star or above CSP delivers
services.
C/DApplied to terminal devices
(software and hardware), easy to install and maintain
All partners can install and maintain products.
Category Service Contents Service Partner Huawei
Implementation Service
Service Sales ★
On-Site Service ★
Remote Technical Support (L1)
★
Remote Technical Support (L2 to L3)
★
Parts Dead On Arrival (DOA) ★
Maintenance Service (Co-Care)
Service Sales ★
Web & AppTechnical Support ★
Remote Technical Support (L1)
★
Remote Technical Support (L2 to L3)
★
Parts Service ★
On-Site Troubleshooting ★
Customer Satisfaction ★
The Co-Care service is a maintenance service solution provided by Huawei and partners with CSP certification. A partner can add value to the service and then receive more business benefits via selling it. Through this solution, in addition to providing warranty services, Huawei responds to partners' requests for remote troubleshooting and faster hardware replacement. The solution helps partners maintain a more efficient and stable network environment.
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Incentives for Service Capability Improvement
How to Apply ?
Notes: May differ by region. Please refer to the Huawei local program for detail information.
Huawei offers contain rewards for support partners that invest in service capability improvement. Incentives are offered for partner service employees who pass high-end technical certification, such as HCIE.
For instance, In 2018, engineers obtaining HCIE certificates will be rewarded a smartphone from Huawei (Huawei Mate10 or other model of equal value).
Partners may apply for CSP Certification via eChannel platform at:
http://echannel.huawei.com.
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.
√ √ √
Enterprise networking
Routing and switching 1 HCNA+ 2 HCNP+
2 HCIE
1 HCNA+ 2 HCNP
2 HCNASecurity
WLAN
Enterprise networkingTransmission 1 HCNA+
2 HCNP+ 2 HCIE
1 HCNA+ 2 HCNP
2 HCNAAccess
IT
Storage and server 1 HCNA+ 2 HCNP+
2 HCIE
1 HCNA+ 2 HCNP
2 HCNACloud computing
DC
Cloud communications
UC
1 HCNA+ 2 HCNP+
2 HCIE
1 HCNA+ 2 HCNP
2 HCNA
CC
VC
IVS
(HCS-Field-IVS=NA)
Network energyDCF 1 HCNA+
2 HCNP+ 2 HCIE
1 HCNA+ 2 HCNP
2 HCNAUPS
HCS-Presales-Specialist Service Solution 1 -- --
Cyber security specialist 1 1
Technical service organization √ √ √
Service hotline 24/7 24/7 5 x 8
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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Warranty Services
Service Portfolio
Huawei offers ICT services to help customers build high-quality ICT infrastructures and competitive applications, effectively accelerating their core business. Huawei lifecycle services cover the following phases:
Note: Services in a particular country depend on channel services development and programs. Please contact the
local channel service manager for details.
Category ItemWarranty Type
RFR Basic Life IT Basic IT Standard
IT Premier
Software
Remote Technical Support
TAC Support 24/7 • • • •
Online Self-help Support
• • • • • • •
Software Support
Download of Software Updates
• • • • •
Hardware Support
Return for Repair 9 x 5 x 30BD-S
•
Advance Replacement
10BD-s
10BD-s/NB D-s
NBD-s
NBD 4H
On-Site Support
On-Site Hardware Replacement
• •
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.
2.10BD-s means 10 business days shipment.
3.Warranty is provided with time, distance, conditions of use and other restrictions, for specific instructions on limitations
please refer to the warranty description document.
Notes:
1. The warranty starts on the 90th day after the date of the product shipment from Huawei or the date of receiving a
service request, whichever is earlier.
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.
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
Product CategoryWarranty Duration
90 Days 1 Year 3 Years 5 Years
Networking
Security, Switch, Router, WLAN, Transmission
Network, Access Network•
S1700 •
AR550 •
WirelesseLTE •
GSM-R •
UC&C
Unified Communications and Contact Center
•
Video Surveillance (IVS) •
Telepresence and Videoconferencing
•
Enterprise IMS and NGN •
IT
Server •
Storage •
USB CD-ROM driver •
Network Energy
Telecom Power •
UPS and Inverter •
IDS1000/2000 •
SoftwareApplication software and
License•
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Customer Support Services Hi-Care Service
Co-Care Service
Service level Service Item
Basic9 x 5 xNBD-S
Standard9 x 5 xNBD
Enhanced
9 x 5 x4 Hours
Premier24/7 x
4 Hours
On-Site Standard9 x 5 x
NBD
On-Site Enhan
ced9 x 5 x4 Hours
On-SitePremier 24/7 x
4 Hours
On-SiteCTR6H
On-SiteCTR8H
Customer Support Center
24/7 24/7 24/7 24/7 24/7 24/7 24/7 24/7 24/7
Technical Assistance
24/7 24/7 24/7 24/7 24/7 24/7 24/7 24/7 24/7
Software Maintenance
YES YES YES YES YES YES YES YES YES
Online Support/ Web
Access YES YES YES YES YES YES YES YES YES
Spares Support Logistics Service
Next Business
Day Shipment
Next Business
Day Delivery
Same Business
Day Delivery
priority
Hour Deliv
Next 1 & 2: 4 Business
Day Delivery
Same Business
Day Delivery
priority 1 & 2:4 Hour
Delivery
YES YES
Spares Support
installation service
NO NO NO NO YES YES YES YES YES
Hardware Alerts Call
Home to TACNO NO NO NO NO NO YES YES YES
Hardware Repair
CommitmentNO NO NO NO NO NO NO
Priority1 & 2:within
6 hours
Priority 1 & 2:within
8 hours
Service Element: Basic9 x 5 x NBD-S
Standard9 x 5 x NBD
Enhanced9 x 5 x
4 Hours
Premier24/7 x
4 Hours
Customer Support Center 24/7 24/7 24/7 24/7
Technical Assistance 24/7 24/7 24/7 24/7
IT Platform and Tools
1.The SLA in this document is for general reference only. Service contents and response times may vary by country.
For detailed information, please contact your local Huawei sales and service representative.
Name of IT Tools
URL Shortcut Major Functions Advised
Privileges
Huawei Enterprise
APP
Huawei official App for iOS and
Android handsets
All Staff(Privileges auto granted after
staff associated to the channel
company)
Huawei Partner
University
http://echannel.huawei. com/university/weben/
home/home.html A uniform entrance for training and certification on Huawei enterprise
services
All Staff
(Staff privileges should
be applied by channel
administrator.)
eChannel
http://echannel.huawei.comCollaborative work
platform for channel business, registration,
sales, delivery, capabilities, incentive
and etc.
Staff work for service/ engineering
mgmt., service sales.
Service Element: Basic9 x 5 x NBD-S
Standard9 x 5 x NBD
Enhanced9 x 5 x4 Hours
Premier24/7 x
4 Hours
Software Maintenance YES YES YES YES
Online Support/Web Access YES YES YES YES
Spares Support Logistics Service
Next Business Day Shipment
Next Business Day Delivery
Same Business Day
Delivery 4 Hours
Spares Support Installation Service
NO NO NO NO
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Name of IT Tools
URL Shortcut Major Functions Advised
Privileges
SCThttp://app.huawei.com/
unistar/sct
Simple and smart configuration and
quotation tool.
Staff works for service sales and
commercial.
Huawei certification
fact book
Huawei Career certification fact book
Staff works for service/project
delivery.
Huawei Career Certification
Career Certification Associate Professional Expert
Enterprise Networking
Routing and Switching
HCNA-R&S HCNP-R&S HCIE-R&S
Security HCNA-Security HCNP-Security -
WLAN HCNA-WLAN HCNP-WLAN -
Transmission & Access
Transmission HCNA-Transmission HCNP-Transmission -
Access Network
HCNA-Access Network
HCNP-Access Network
-
IT
Storage HCNA-Storage HCNP-StorageHCIE-
Storage
Cloud Computing
HCNA-Cloud HCNP-CloudHCIE-Cloud
DC - - HCIE-DC
Enterprise Cloud Communication
UC HCNA-UC HCNP-UC
HCIE-ECCC HCNA-CC HCNP-CC
VC HCNA-VC HCNP-VC
Network Energy DCF HCNA-DCF HCNP-DCF
For more information, please refer to
http://support.huawei.com/learning
Contacts:
e-Mail: [email protected]
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.
