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Huawei HiCare Support

Huawei HiCare is Huawei’s product support service that provides technical assurance to Huawei customers. Huawei HiCare assists customers in maintaining high network reliability and sustainable system operations with comprehensive, leading-edge technical support.

Huawei HiCare services are available with advanced hardware replacement or onsite hardware replacement options that include next business day and 4-hour parts delivery, with 24x7 access to Huawei’s Support-E online knowledge base, product documentation, software and licensing support, training and information to assist with product operations and maintenance.

There are six HiCare Service Support packages that Huawei offers for the USA:

  • HiCare Standard, 9x5xNBD           HiCare Onsite Standard, 9x5xNBD
  • HiCare Enhanced, 9x5x4Hr           HiCare Onsite Enhanced, 9x5x4Hr
  • HiCare Onsite Premier, 24x7x4Hr  HiCare Onsite Premier, 24x7x4Hr

HiCare Service Service Category Service Item HiCare Standard HiCare Enhanced HiCare Premier
Remote Support Technical Support Help Desk 24x7 24x7 24x7
Remote Support Technical Support Remote Troubleshooting Yes Yes Yes
Remote Support Technical Support Online Technical Support ("Support-E") Yes Yes Yes
Remote Support Software Support Licensing of Software Updates Yes Yes Yes
Remote Support Hardware Support Advanced Hardware Replacement 9x5xNBD 9x5x4Hr 24x7x4Hr
Onsite Option Onsite Technician Part Dispatched with Technician Available Option Available Option Available Option

All Huawei HiCare Support Packages include:

  • Access to Huawei “Support-E” online technical information and software updates.
  • If a part fails and needs replacement, the replacement part delivery is NBD or 4HR.
  • ‘Next Business Day’ (NBD) requests must be acknowledged prior to 7:00PM EST time.
  • 9x5x4Hr requests must be acknowledged prior to 3:00PM local time.
  • The Onsite support option means a field technician is dispatched with the replacement parts.
  • 24x7 TAC (24x7 support for Severity 1 cases and Severity 2, 3, 4 support during bus. hours).

Support-E

Online Support Center for Enterprise (Support-E for short) is the portal provided by the Global Technical Service Dept of Huawei Enterprise Business Group. It contains the "Support” and "Training” channels of the Enterprise portal. Support-E is a brand new service platform dedicated to our customers, partners and learners. By providing access to various technical documents, software and fixes, online service request, training & certification, and communities, Support-E serves and supports you better by bringing you convenience and efficiency.