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Service Policies

Huawei Enterprise support offers flexibility to partners and end-customers with the administration and delivery of support services. The following describes key policies for the delivery of maintenance services:

Support Start Date Policy

Huawei Hi-Care and Co-Care maintenance support begins on the date of shipment from the Huawei or an authorized Huawei distributor. The Hi-Care and Co-Care service start date may be extended to begin at any date, up to 90 days from the date of shipment.

Warranty Start Date Policy

If the engineering or installation service for the products is not purchased, the warranty starts on the 90th day after the product shipment date from Huawei. If the engineering or installation service is purchased, the warranty starts from the date the installation report is signed, but no later than 90 days after Huawei ships the product. If the installation report is signed 90 days after shipment, the warranty automatically starts on the 90th day after shipment.

Product Dead-On-Arrival Policy

New equipment that fails at first boot-up or 48 hours after power on, including before Preliminary Acceptance Certificate (PAC) of Huawei delivery project. If a failure has occurred, products may be replaced through the DOA process and, in some situations, may be eligible for warranty exchange or replacement through Huawei Hi-Care support. End-Customers, Value-Added-Resellers (VARs) and Global Alliance Partners (GPs) must contact the product distributor to initiate the DOA process. Distributor and Value-Added-Partners (VAPs) must apply by calling the USA Technical Assistance Center (TAC) at 1-877-9HUAWEI.

Product Lifecycle Policy and Announcements

Huawei has performed lifecycle and end of life planning according to industry conventions and has an established a lifecycle management system, product lifecycle, and end-of-life strategy… more

Huawei Hi-Care Service Description

The Huawei HiCare Service Description provides a description of the Huawei HiCare support offer, Service Level Agreement (SLA) support commitment, and general information about the Huawei Hi-Care support offering.

Huawei Hi-Care Support User Guide

The Huawei HiCare Support User Guide is a comprehensive guide for administration and implementation of Huawei Hi-Care support services by Huawei Channel Partners for Huawei Hi-Care resale, or to end-user customers

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