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Product Support

Huawei Hi-Care Support

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

Huawei Hi-Care services are available with advanced hardware replacement or on-site hardware replacement options that include next business day and 4-hour parts delivery, with 24/7 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 Hi-Care Service Support packages that Huawei offers for the USA:

  • Hi-Care Standard, 9 x 5 x NBD           Hi-Care On-site Standard, 9 x 5 x NBD
  • Hi-Care Enhanced, 9 x 5 x 4 Hr           Hi-Care On-site Enhanced, 9 x 5 x 4 Hr
  • Hi-Care On-site Premier, 24 x 7 x 4 Hr  Hi-Care On-site Premier, 24 x 7 x 4 Hr

Hi-Care Service Service Category Service Item Hi-Care Standard Hi-Care Enhanced Hi-Care Premier
Remote Support Technical Support Help Desk 24 x 7 24 x 7 24 x 7
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 9 x 5 x NBD 9 x 5 x 4 Hr 24 x 7 x 4 Hr
On-site Option On-site Technician Part Dispatched with Technician Available Option Available Option Available Option

All Huawei Hi-Care 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 4 Hr
  • ‘Next Business Day’ (NBD) requests must be acknowledged prior to 7:00 p.m. EST time
  • 9 x 5 x 4 Hr requests must be acknowledged prior to 3:00 p.m. local time
  • The on-site support option means a field technician is dispatched with the replacement parts
  • 24 x 7 TAC (24 x 7 support for Severity 1 cases and Severity 2, 3, 4 support during business hours)

Support-E

Online Support Center for Enterprise (Support-E for short) is the portal provided by the Global Technical Service Department 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, fixes, online service requests, training and certification, and communities, Support-E serves and supports you better by bringing you convenience and efficiency.

WORLDWIDE

Huawei Enterprise APP

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