Huawei Service Partner Program

Quick Reference Guide

(Global Version)

Huawei Technologies Co., Ltd.

(January 2018)
What are HSPP and CSP?

Huawei Enterprise Business Group (EBG) strives to build an open, collaborative, win-
win ecosystem to provide the best choices for customers. Service partners, as the key
members of the Huawei partner ecosystem, are critical to the strategy of Business-Driven
ICT Infrastructure (BDII).

Huawei Service Partner Program (HSPP) is a cooperative framework between Huawei

and its service partners. It comprises a range of contents to meet the needs of a diverse
set of Huawei service partners. For now, HSPP is mostly for Huawei Channel Partners
who want to develop service business and become Certified Service Partners
(CSPs). Huawei will continue to optimize the program to cover all types of service partners.

As a value-based program, the HSPP includes performance metrics designed to:

• Enhance profitability

• Reward partners equally for performance

• Reward over certification through discount

• Reward over performance through rebates

• Measure and reward service sales

Eligibility

Huawei offers two models of services: Huawei Branded Services (Hi-Care) and
Huawei Collaborative Services (Co-Care).

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Huawei Branded Services (Hi-Care): All partners enrolled in the Huawei Partner Program are
eligible to resell Huawei Branded Services (Technical Services, Advanced Services, or Training
2 Marketing Support: Partner Locator
Services). Partners for each offer are required to comply with the Resale of Huawei Services
The Huawei Partner Locator allows service partners to differentiate themselves
General Terms for each service listed in the legal services descriptions.
from competitors and provides the opportunity to enter into new markets.
Huawei Collaborative Services (Co-Care): Collaborative Services help partners deliver
http://e.huawei.com/en/partner/find-a-partner
compelling and customized service offerings, enhance market differentiation, uncover new
opportunities, and increase customer loyalty and peace of mind. Partners must meet
certain entry and ongoing eligibility requirements. Entry eligibility requirements may change
over time, as they are based on requirements for specific product portfolios. Collaborative 3 Finance Support: CSP Service Sales Discount and Rebate
Service are a much higher level of service that embody Huawei deliverables. There are
The Attach Rate (AR) metric measures a partner’s ability to sell services on
specific requirements that dictate which partners have access to which services. The intent
Huawei products that they sell. This metric calculates the normalized dollar value
is to create a holistically consistent methodology for access to these restricted portfolios.
of new services that are attached to the newly purchased products compared to the
normalized dollar value of the total service sale opportunity for all new products the partner
sold.
CSP Benefits

The Renewal Rate metric measures the partner’s ability to renew service
coverage reaching end of entitlement within the year-long measurement window. The
partner is held accountable and rewarded accordingly for the renewal of services
reaching end of entitlement regardless of the product ship date or whether or not the
partner originally sold the product. The calculation includes both Huawei Branded
Service (Hi-Care) and Collaborative Services (Co-Care) contracts.

Notes: May differ by region. Please refer to the Huawei local program for detail information. Hi-Care Service:

1 Marketing Support: Huawei Service Partner Logo

For information about the proper use of CSP logos, please refer to the following:
Notes: May differ by region. Please refer to the Huawei local program for detailed information.
https://e.huawei.com//mediafiles/MarketingMaterial/ucmb/hw_134119.pdf

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Co-Care Service:
4 Implementation Service Authorization

Service
authorization Service characteristics Object of the authorization
code
A Complex technical requirements Huawei delivers services.
High-level technical capabilities
4-star or above CSP delivers
B1 and comprehensive technical
services.
B knowledge in the domain
Mid-level technical capabilities in 3-star or above CSP delivers
B2
the domain services.
Applied to terminal devices
All partners can install and
C/D (software and hardware), easy to
maintain products.
Notes: May differ by region. Please refer to the Huawei local program for detailed information
install and maintain

The Huawei Service Partner Program is performance driven, and those partners who
over-perform or are involved in higher-value service receive incremental compensation from 5 Co-Care Service Interface Definition
back-end rebates.
The Co-Care service is a maintenance service solution provided by Huawei and partners
Partners receive a flat discount for Huawei Branded Service (Hi-Care), which is are driven
with CSP certification. A partner can add value to the service and then receive more
by the market conditions in a partner’s theater.
business benefits via selling it. Through this solution, in addition to
Partners receive certification-driven discounts for Collaborative Service (Co-Care). providing warranty services, Huawei responds to partners’ requests for remote
troubleshooting and faster hardware replacement. The solution helps partners maintain a
The compensation framework is based on two principles: Discounts are received more-efficient and stable network environment.
upfront based on either a schedule or a list price. Rebates are paid on the back-end if
minimum performance metrics are met.
Category Service Contents Service Partner Huawei
Service Sales ★
On-Site Service ★
Remote Technical
Implementation ★
Support (L1)
Service
Remote Technical
★
Support (L2 to L3)
Parts Dead On Arrival (DOA) ★
Service Sales ★
Web & App Technical Support ★
Remote Technical
★
Support (L1)
Maintenance
Remote Technical
Service (Co-Care) ★
Support (L2 to L3)
Parts Service ★
On-Site Troubleshooting ★
Customer Satisfaction ★

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 6 Incentives for Service Capability Improvement Before successfully submitting the application, partners should meet the following
requirements:

Capability/Platform Five-star Four-star Three-star

Having obtained the authorization for device
√ √ √
sales before the application date.
Routing and switching 1 HCNA+
1 HCNA+
Enterprise networking Security 2 HCNP+ 2 HCNA
2 HCNP
WLAN 2 HCIE

Transmission 1 HCNA+
1 HCNA+
Enterprise networking 2 HCNP+ 2 HCNA
Access 2 HCNP
Notes: May differ by region. Please refer to the Huawei local program for detailed information.
2 HCIE
Storage and server 1 HCNA+
1 HCNA+
Huawei offers contain rewards for support partners that invest in service capability IT Cloud computing 2 HCNP+ 2 HCNA
2 HCNP
improvement. Incentives are offered for partner service employees who pass high- DC 2 HCIE
end technical certification, such as HCIE.
UC
For instance, In 2018, engineers obtaining HCIE certificates will be rewarded a CC
smartphone from Huawei (Huawei Mate10 or other model of equal value). 1 HCNA+
1 HCNA+
Cloud communications VC 2 HCNP+ 2 HCNA
2 HCNP
IVS 2 HCIE

How to Apply ? (HCS-Field-IVS=NA)

DCF 1 HCNA+
Partners may apply for CSP Certification via eChannel platform at: 1 HCNA+
Network energy 2 HCNP+ 2 HCNA
UPS 2 HCNP
http://echannel.huawei.com. 2 HCIE
HCS-Presales-Specialist Service Solution 1 -- --
Cyber security specialist 1 1
Technical service organization √ √ √
Service hotline 24/7 24/7 5x8
Customer problem management system and
√ √ √
daily fault handling process
A dedicated, reliable email box used for
receiving Huawei’s service requirements, √ √ √
materials, and documents
Field investigation report >= 70 points >= 60 points --

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 Service Portfolio
Notes:

1. According to the different products/Country, Return for Repair may be 9 x 5 x 30BD-S, 9 x 5 x 60CD-S, or No SLA.

Huawei offers ICT services to help customers build high-quality ICT 2.10BD-s means 10 business days shipment.
infrastructures and competitive applications, effectively accelerating their core
3.Warranty is provided with time, distance, conditions of use and other restrictions, for specific instructions on limitations
business. Huawei lifecycle services cover the following phases:
please refer to the warranty description document.

Warranty Duration
Product Category
90 Days 1 Year 3 Years 5 Years
Security, Switch, Router,
WLAN, Transmission •
Networking Network, Access Network
S1700 •
AR550 •
eLTE •
Wireless
GSM-R •
Unified Communications
Note: Services in a particular country depend on channel services development and programs. Please contact the •
and Contact Center
local channel service manager for details.
Video Surveillance (IVS) •
UC&C
Telepresence and
•
Video Conferencing
Warranty Services Enterprise IMS and NGN •
Server •
Warranty Type IT Storage •
Category Item IT IT Softw
RFR Basic Life IT Basic USB CD-ROM driver •
Standard Premier are
Telecom Power •
Remote TAC Support 24/7 • • • • Network
UPS and Inverter •
Technical Online Self-help Energy
Support • • • • • • • IDS1000/2000 •
Support
Software Download of Application software and
• • • • • Software •
Support Software Updates License

Return for Repair Notes:

•
9 x 5 x 30BD-S
Hardware 1. The warranty starts on the 90th day after the date of the product shipment from Huawei or the date of receiving a
Support 10BD
Advance 10BD NBD service request, whichever is earlier.
-s/NB NBD 4H
Replacement -s -s
D-s 2. This summary is a general reference; the warranty duration, descriptions, and coverage may vary by region or country.
For details, please contact your local Huawei channel service manager.
On-Site On-Site Hardware
• •
Support Replacement 3. Please refer to following website for updated information:
http://support.huawei.com/enterprise/
servesolution#idAbsPath=1385013009274&ot=clk&pid=1385013009274&t=461& type=05

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 Customer Support Services Basic Standard
Enhanced
9x5x
Premier
Service Element: 24/7 x
9 x 5 x NBD-S 9 x 5 x NBD
Hi-Care Service 4 Hours 4 Hours
Software Maintenance YES YES YES YES
On-Site
Basic Standard
Enhan
Premier
On-Site
Enhan
On-Site Online Support/Web Access YES YES YES YES
Service level ced Standard Premier On-Site On-Site
9x5x 9x5x 24/7 x ced Same
Service Item 9x5x 9x5x 24/7 x CTR6H CTR8H Spares Support Next Business Next Business
NBD-S NBD 4 Hours 9x5x
4 Hours NBD 4 Hours Business Day 4 Hours
4 Hours Logistics Service Day Shipment Day Delivery
Delivery
Customer
Support 24/7 24/7 24/7 24/7 24/7 24/7 24/7 24/7 24/7 Spares Support
NO NO NO NO
Center Installation Service
Technical
24/7 24/7 24/7 24/7 24/7 24/7 24/7 24/7 24/7 1.The SLA in this document is for general reference only. Service contents and response times may vary by country.
Assistance
For detailed information, please contact your local Huawei sales and service representative.
Software
YES YES YES YES YES YES YES YES YES
Maintenance
Online
Support/ Web
Access
YES YES YES YES YES YES YES YES YES
IT Platform and Tools
Spares Next Next Same priority Next Same priority
Support Business Business Business 1 & 2: 4 Business Business 1 & 2:4
YES YES
Logistics Day Day Day Hour Day Day Hour Name of URL Advised
Major Functions
Service Shipment Delivery Delivery Deliv Delivery Delivery Delivery IT Tools Shortcut Privileges
Spares All Staff
Support Huawei Huawei official App (Privileges auto
NO NO NO NO YES YES YES YES YES
installation granted after
Enterprise for iOS and
service staff associated
APP Android handsets to the channel
Hardware
company)
Alerts Call NO NO NO NO NO NO YES YES YES
Home to TAC
http://echannel.huawei.
com/university/weben/ All Staff
Priority Priority
Hardware home/home.html A uniform entrance for
1 & 2: 1 & 2: Huawei (Staff
Repair NO NO NO NO NO NO NO training and certification
within within Partner privileges should
Commitment on Huawei enterprise
6 hours 8 hours University be applied
services by channel
administrator.)

Co-Care Service
http://echannel.huawei.com
Collaborative work
Enhanced Premier Staff work
Basic Standard platform for channel
Service Element: 9x5x 24/7 x for service/
9 x 5 x NBD-S 9 x 5 x NBD business, registration,
4 Hours 4 Hours eChannel engineering
sales, delivery,
Customer Support Center 24/7 24/7 24/7 24/7 mgmt., service
capabilities, incentive
sales.
Technical Assistance 24/7 24/7 24/7 24/7 and etc.

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 Name of URL Advised
Major Functions
IT Tools Shortcut Privileges
Simple and smart Staff works for
http://app.huawei.com/
SCT configuration and service sales and
unistar/sct
quotation tool. commercial.

Huawei Staff works for

Huawei Career
certification service/project
certification fact book
fact book delivery.

Huawei Career Certification

Career Certification Associate Professional Expert

Routing and
HCNA-R&S HCNP-R&S HCIE-R&S
Enterprise Switching
Networking Security HCNA-Security HCNP-Security -
WLAN HCNA-WLAN HCNP-WLAN -
Transmission HCNA-Transmission HCNP-Transmission -
Transmission &
Access Access HCNA-Access HCNP-Access
-
Network Network Network
HCIE-
Storage HCNA-Storage HCNP-Storage
Storage
Cloud HCIE-
IT HCNA-Cloud HCNP-Cloud
Computing Cloud

DC - - HCIE-DC

UC HCNA-UC HCNP-UC

Enterprise Cloud
CC HCNA-CC HCNP-CC HCIE-EC
Communication

VC HCNA-VC HCNP-VC

Network Energy DCF HCNA-DCF HCNP-DCF

For more information, please refer to

http://support.huawei.com/learning

14 15
Contacts:

e-Mail: channelservice@huawei.com

Official Web: http://e.huawei.com/en

Service Web: http://support.huawei.com/enterprise

Copyright © 2018 Huawei Technologies Co., Ltd. All rights reserved.

Disclaimer:

The information contained in this guide is for general information purposes only and may
be changed to fit the local environment. The guide is only for reference, without
representations or warranties of any kind, express or implied. Huawei reserves the
rights to update or change this information without any notification.