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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 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:
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.