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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.

Hi-Care At-A-Glance

Hi-Care Service Description

There are six Hi-Care Service Support packages that Huawei o ers 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 Premier; 24/7 x 4 Hr Hi-Care On-Site Premier; 24/7 x 4 Hr

Hi-Care Service Service Item Hi-Care Hi-Care Hi-Care

Service Category Standard Enhanced Premier

Remote Technical Help Desk 24/7 24/7 24/7

Support Support

Remote Technical Remote Troubleshooting Yes Yes Yes

Support Support

Remote Technical Online Technical Support Yes Yes Yes

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Support Support (“Support-E”)

Remote Software Licensing of Software Yes Yes Yes

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Remote Hardware Advanced Hardware 9x5x 9 x 5 x 4 Hr 24/7 x 4
Support Support Replacement NBD Hr

On-Site On-Site Part Dispatched with Available Available Available

Option Technician Technician Option Option 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 3:00 p.m. local 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

24/7 TAC (24/7 support for Severity 1 cases and Severity 2, 3, 4 support during business
hours)

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