PARTNER SERVICE NORMS V3

January, 2021
ABOUT THIS DOCUMENT

This document is a reference for service directors, project managers, and

technical engineers of partners. It describes cyber security and service norms
and processes that can help partners' engineers appropriately carry out
service activities, ensure the compliance with customers' cyber security
requirements, and improve customer satisfaction (CSAT) with partner services.

In case of any conflict between this document and local laws, regulations or
contracts, the local laws, regulations or contracts shall prevail.

Service Partner Development Dept.

 CATALOG
1 Goods Acceptance

1 Goods Acceptance 4 Cyber Security 2 Installation and Implementation

1.1 Acceptance Conditions 4.1 Laws and Regulations
1.2 Cargo Issue Handling 4.2 Capability Development and Management 3 Technical Support
1.3 DOA Status Query 4.3 Customer Security Regulations
4 Cyber Security
1.4 License Distribution 4.4 Software
4.5 Access to Customer Networks
5 Security Vulnerability Management
4.6 Customer Data Processing
2 Installation and Implementation
4.7 Account Management 6 Appendix
2.1 Service Preparation
2.2 Solution Implementation
2.3 Handover and Closure 5 Security Vulnerability Management
5.1 Obligations
5.2 High Profile Vulnerability
3 Technical Support
5.3 Subscribe to Security Advisory
3.1 Handle Customer Service Requests
5.4 Security Vulnerability Handling
3.2 Obtain Huawei's technical support
5.5 Partners' RFC
3.3 On-site Services
3.4 Handle Severe Incidents
3.5 High-Risk Operations 6 Appendix
1 GOODS ACCEPTANCE
Arrive at the designated place at the required time.

Action  Upon arrival, report to the customer.

1 Goods Acceptance

Report to the customer after arriving at the site, and communicate acceptance criteria and Acceptance Conditions
arrangements with them.
Cargo Issue Handling
DOA Status Query
Action  Complete goods acceptance with the customer. License Distribution

2 Installation and Implementation

During goods acceptance, be sure that the equipment received by the customer:
• Matches the P/L. 3 Technical Support
• Matches the BOQ in the contract.
4 Cyber Security

5 Security Vulnerability Management

6 Appendix
TERMS
Term Definition
Cargo issues include DOA, damage of goods, shortage of goods,
Cargo issues
issues in delivery, and more goods delivered than ordered.
1 Goods Acceptance
The following situations are regarded as damage of cargo when Huawei
is responsible for the transportation and goods arrival signing: Acceptance Conditions
Damage of cargo  The goods and/or the outer packages are deformed and/or damaged. Cargo Issue Handling
 The goods quantity is inconsistent with the POD.
DOA Status Query
 The goods are found damaged during unpacking inspection.
License Distribution
The type and quantity of goods actually delivered by the supply chain
2 Installation and Implementation
are inconsistent with those specified according to the contract quotation,
Wrong delivery
site survey, and configuration manual, including insufficient, excessive, 3 Technical Support
and incorrect goods.
4 Cyber Security
The equipment whose package is not damaged cannot work normally
DOA when powered on for the first time or breaks down within 48 hours after 5 Security Vulnerability Management
it is powered on and put into operation.
6 Appendix
TAC Technical Assistant Center
POD Proof of Delivery
1.1 ACCEPTANCE CONDITIONS
DAMAGE OF CARGO
Huawei accepts only the cargo issue applications submitted by partners who directly
conduct transactions (distributors and VAPs) with Huawei. Other partners should contact
Huawei's distributors for their cargo issues. 1 Goods Acceptance

Cargo issues should be applied for based on signed PODs, technical review, and facts found Acceptance Conditions
in investigation. If the outer package is damaged, report it on the POD, take photos for
Cargo Issue Handling
archiving, and submit an application to Huawei. The personnel in charge of damage
information feedback must maintain the scene and original package. DOA Status Query
License Distribution
Attention  Damage of cargo can only be claimed within 14 days after a distributor/VAP 2 Installation and Implementation
signs a POD.
3 Technical Support
Required Information
No. Information 4 Cyber Security

1 Huawei sales contract No.

5 Security Vulnerability Management
2 P/L No.
3 Box No. of the damaged goods 6 Appendix

4 BOM
5 Photos of the SN and certificate of the damaged goods
6 Quantity
7 Photos of the damaged goods, and close-up of cargo damage
 No. Information

Clear photos of the six sides of the inner and outer packages
8
(all characters on the package labels are clear)

9 Clear photos of cushioning materials

1 Goods Acceptance
10 Transportation monitoring label
Acceptance Conditions
11 Incoterm
Cargo Issue Handling
12 Insurance
DOA Status Query
13 POD (Goods damage information must be specified.)
License Distribution

Huawei will analyze the liability for goods damage based on the above information: 2 Installation and Implementation

a. When the damage is caused by a partner and covered by the insurance purchased
3 Technical Support
by the partner, the partner shall claim from the insurance company and repurchase
goods from Huawei.
4 Cyber Security
b. When the damage is caused by Huawei and covered by the insurance purchased
by Huawei, report the damage to the insurance contact personnel of the Logistics 5 Security Vulnerability Management
Dept for handling in compliance with the claim.
c. When the damage is not covered by the insurance, the involved amount is lower 6 Appendix
than the deductible, or the insurance claim period has expired, but it is confirmed
that the damage is caused by Huawei's logistics, Huawei will arrange for a
replacement.
Cargo issues do not include the following:

a. Appearance and functional problems caused by improper operations of

customers/partners;
b. Goods damage in the transportation section that is not managed by Huawei;
c. The POD signed upon goods arrival is clean, and goods or package damage is 1 Goods Acceptance
reported subsequently.
Acceptance Conditions
Cargo Issue Handling
WRONG DELIVERY DOA Status Query
Huawei accepts only the cargo issue applications submitted by partners who directly
License Distribution
conduct transactions (distributors and VAPs) with Huawei. Other partners should contact
Huawei's distributors for their cargo issues. 2 Installation and Implementation

Attention  Wrong delivery can only be claimed within 30 days after a distributor/VAP 3 Technical Support
signs a POD.
4 Cyber Security
Required Information
5 Security Vulnerability Management
No. Information
1 Huawei sales contract number 6 Appendix

2 Quotation
3 P/L No./Box No. of wrong goods
4 SN
 No. Information
5 BOM
6 Site
Clear photos of the six sides of the inner and outer packages(all characters on
7
the package labels are clear)
1 Goods Acceptance
8 Clear photos of the original package label
Acceptance Conditions
Cargo Issue Handling
The application form and photos of the equipment involved in the wrong delivery must be DOA Status Query
provided. The transfer of freight risks complies with the general rules of international trade
License Distribution
terms.
For goods picked by channel partners, the buyer has the right to assign personnel to 2 Installation and Implementation
Huawei's factory at its own expense to check the quality of the equipment, P/L, and packed
items as well as the packing quality before each batch of contracted equipment is packed. If 3 Technical Support
the personnel of the buyer find that the equipment is defective, does not comply with the
specifications stipulated in the contract, or the P/L is inconsistent with the actual goods, they 4 Cyber Security
have the right to report this to relevant personnel.
Huawei takes all feedback seriously and takes the necessary measures to meet the 5 Security Vulnerability Management
requirements specified in the contract within a reasonable period of time. If the buyer does
not assign personnel to perform factory inspection, it is deemed that the buyer accepts 6 Appendix
Huawei's management procedures for manufacturing and packaging before delivery.
Huawei will pack and ship goods according to its own management regulations and
procedures. The delivery records in the corresponding system of Huawei can be used as the
basis for handling subsequent disputes if any.
DOA
Huawei accepts only the cargo issue applications submitted by partners who directly
conduct transactions (distributors and VAPs) with Huawei. Other partners should contact
Huawei's distributors for their cargo issues.

Attention  DOA can only be claimed within 30 days after the warranty starts. 1 Goods Acceptance

Acceptance Conditions
A warranty period starts ninety (90) days after the date of Huawei's shipment or the first time
Cargo Issue Handling
application of the warranty service, whichever is earlier. The start date of a warranty period
shall not be later than ninety (90) days after the date of shipment by Huawei. DOA Status Query

Test products and sample devices are not included in the claim scope. License Distribution

Ensure that the original package is not damaged. If the whole device needs to be replaced, a 2 Installation and Implementation
complete delivery list must be provided.
Ensure that all seals on the host machine are intact, all labels on the machine are complete, 3 Technical Support
and the hardware, pre-installed software (operating system) and drives are the original ones.
4 Cyber Security
Required Information
No. Information 5 Security Vulnerability Management
1 TAC entitlement SR No.
6 Appendix
2 Equipment SN and/or board barcode
4 Date of fault
Fault symptom description (avoid only using the word "fault" and use specific
5
terms)
6 Huawei sales contract number
7 Site
1.2 CARGO ISSUE HANDLING
HANDLING PROCEDURES
A distributor or VAP reports a cargo issue to a Huawei TAC by referring to Create Service
Request.
1 Goods Acceptance
If the TAC determines that the issue is DOA, the TAC will transfer the issue to the DOA
contact person of the rep office. Acceptance Conditions
If the TAC determines that the issue is not DOA, the distributor or VAP should directly Cargo Issue Handling
contact the DOA contact person of the rep office.
DOA Status Query
After confirming relevant information with the distributor or VAP, the DOA contact person of
License Distribution
the rep office will submit the application in the system, and the supply chain will arrange the
replacement and delivery. 2 Installation and Implementation
After receiving the new equipment, the distributor or VAP will verify the goods, sign the POD,
and deliver the new equipment to the contracted channel partners. The contracted channel 3 Technical Support
partner will send the equipment to the end customer.
4 Cyber Security
RETURN PROCEDURES
5 Security Vulnerability Management
Properly pack defective parts, confirm the issue with the local DOA contact of Huawei, and
send the parts to a Huawei-designated warehouse. 6 Appendix
According to contract terms and conditions, defective parts shall be returned within 15
working days. If they are not returned before the due date for partner reasons, Huawei will
regard the situation as a violation according to relevant channel policies and agreements.
Return: Defective parts shall be returned to Huawei within 10 working days after the
replenished products are received.
1.3 DOA STATUS QUERY
Log in to ePartner and query the DOA status on the Service tab.

1.4 LICENSE DISTRIBUTION

Huawei introduces ESDP (Electronic Software Delivery Platform) to partners and End 1 Goods Acceptance
Customers for the purpose of managing software license entitlement.
• Partners distribute software license to End Customers' accounts online. Acceptance Conditions
• End Customers register their Uniportal accounts to get ESDP permission to manage Cargo Issue Handling
purchased software license online. DOA Status Query
Click here to visit ESDP http://app.huawei.com/isdp License Distribution
Click here to visit Uniportal https://uniportal.huawei.com
2 Installation and Implementation

3 Technical Support

4 Cyber Security

5 Security Vulnerability Management

6 Appendix

Click here to obtain Channel Partner Online Manage Software License Instruction (Tier-1 partner
and Tier-2 partner).
2 INSTALLATION AND IMPLEMENTATION

3P9S (3 STAGES AND 9 STEPS)

THE PROJECT DELIVERY METHODOLOGY 1 Goods Acceptance

2 Installation and Implementation

Service Preparation
Solution Implementation
Handover and Closure

3 Technical Support

4 Cyber Security

5 Security Vulnerability Management

6 Appendix
Huawei eISDP is a project management tool for improving delivery quality and CSAT.
Through eISDP, you can:
• Obtain BOQs, delivery status, and packing lists (P/Ls) of partner POs.
• Obtain technical support from a Huawei TAC for installation and implementation.
• Manage projects in a visualized way.
1 Goods Acceptance
• Obtain the CSAT survey results about partners' installation and implementation
services. 2 Installation and Implementation

Service Preparation

Action  Record basic project information in eISDP. Solution Implementation

Handover and Closure
In eISDP, you are expected to:
3 Technical Support
• Enter the project's customer information and view the CSAT survey results to
improve service quality. 4 Cyber Security
• Designate project delivery engineers and check their Huawei certification
information to identify possible delivery risks. 5 Security Vulnerability Management

6 Appendix
2.1 SERVICE PREPARATION
2.1.1 SERVICE PLAN COMMUNICATION

Action  Confirm the project plan and acceptance criteria with the customer.
1 Goods Acceptance

Reach consensus with the customer on the project plan and arrangements through methods 2 Installation and Implementation
such as keeping meeting minutes. The consensus may include:
Service Preparation
• Estimated delivery time.
Solution Implementation
• Installation and implementation plan, as well as technical resource arrangements.
Handover and Closure
• Delivery items and scope of work (SOW).
• Acceptance criteria. 3 Technical Support

4 Cyber Security

5 Security Vulnerability Management

6 Appendix
2.1.2 SOLUTION CONFIRMATION

Action  Confirm the implementation plan with the customer.

Communicate with the customer's technical personnel to become familiar with the customer's 1 Goods Acceptance
technical environment (such as network topology), integrated commissioning requirements
(such as the application environment and client environment), as well as cyber security 2 Installation and Implementation
requirements (such as the penetration test and network management system (NMS) access).
Service Preparation
Reach consensus with the customer's technical personnel on the design solution,
Solution Implementation
implementation plan, and quality criteria.
Handover and Closure

3 Technical Support
Action  Mitigate high risks in operations.
4 Cyber Security
Check if the installation and implementation plan involves high-risk operations (see
Appendix II High-Risk Operation Scenarios), apply for technical support from a Huawei TAC 5 Security Vulnerability Management
through Service Request on the eISDP homepage, and develop mitigation measures.
6 Appendix
Confirm high-risk operations with the customer in advance, and reach an agreement with the
customer on installation and implementation along with mitigation measures, including:
• Possible impacts on business
• Service time and duration
• Operational risks and rollback plan
 Action  Confirm the customer's requirement for a penetration test.

Confirm the penetration test requirement with the customer and incorporate them into the
project plan.

Apply for technical support from a Huawei TAC through Service Request on the eISDP 1 Goods Acceptance
homepage to obtain the remediation solution.
2 Installation and Implementation

Service Preparation
Action  Prepare all necessary materials and tools for the service.
Solution Implementation
Handover and Closure
Prepare the following before visiting the customer's site.
3 Technical Support
Confirm high-risk operations with the customer in advance, and reach an agreement with the
customer on installation and implementation along with mitigation measures, including:
4 Cyber Security
General materials: personal identification (ID) document, laptop, certificate to enter and
exit the customer's production environment (if involved), as well as technical 5 Security Vulnerability Management
document(s) and operation manual(s) related to onsite services.
Hardware service tools: tools needed for hardware installation, such as a screwdriver, 6 Appendix
an ESD wrist strap, as well as serial and network cables required for device operation.
Software packages, software licenses, and utility tools: upgrade software packages,
software licenses, and utility tools downloaded from Huawei's official website.
Onsite service report: pre-printed onsite service report.
Prior to visiting the customer's site, confirm the arrival time in advance. In case of late arrival,
inform the customer in a timely manner.
2.1.3 AUTHORIZATION
Action  Obtain authorization for the installation and implementation service.

Obtain the customer's permission or authorization (by writing or email) before using your
1 Goods Acceptance
laptop to access the customer network. You may need permission or authorization for
customer data center (DC) access, device access, data collection, and device operation
2 Installation and Implementation
(see Appendix III Customer Network Access and Data Processing Authorization Form).
Service Preparation
Before accessing the customer network, scan your laptop for viruses (using the antivirus
Solution Implementation
software required by the customer if any) to ensure customer network security.
Handover and Closure
Comply with the customer's DC management requirements and device installation
specifications, and perform operations according to the implementation solution and product 3 Technical Support
operation guide.
4 Cyber Security

5 Security Vulnerability Management

6 Appendix
2.2 SOLUTION IMPLEMENTATION
2.2.1 ONSITE NOTICE

Action  Report to the customer about the arrival.

1 Goods Acceptance

Ensure that you carry necessary tools, certificates, and spare parts for onsite reporting. 2 Installation and Implementation

Arrive at the designated place at the agreed time. In case of late arrivals due to special Service Preparation
reasons, notify the customer in time.
Solution Implementation
After arriving at the site, report to the customer and communicate with the customer about Handover and Closure
the acceptance criteria and arrangements.
3 Technical Support

Action  Implement the plan as confirmed. 4 Cyber Security

5 Security Vulnerability Management

Implement the plan as confirmed. During the implementation, strictly comply with the
customer's equipment room management requirements and device installation specifications.
6 Appendix
If high-risk operations are involved, avoid operations during peak hours and sensitive service
hours and help the customer back up data.
2.2.2 SOLUTION IMPLEMENTATION

Action  Complete goods acceptance with the customer.

Confirm the onsite environment, such as the place where goods are received, transportation 1 Goods Acceptance
channel, equipment room space, and auxiliary power supply.

Accept the goods together with the customer. The equipment signed by the customer should 2 Installation and Implementation
match with Service Preparation
• The P/L; and Solution Implementation
• The BOQ in the contract Handover and Closure
In the case of DOA, refer to the DOA process in Section 5.1.3 .
3 Technical Support

4 Cyber Security

5 Security Vulnerability Management

6 Appendix
2.2.3 QUALITY CHECK

Action  Check the installation quality of software and hardware.

Refer to the Huawei Software and Hardware Installation Quality Criteria and Check Template. 1 Goods Acceptance
Make improvement for items that do not meet requirements.
2 Installation and Implementation

Service Preparation
Solution Implementation
Handover and Closure

3 Technical Support

4 Cyber Security

5 Security Vulnerability Management

6 Appendix
2.3 HANDOVER AND CLOSURE
2.3.1 KNOWLEDGE TRANSFER
Action  Complete project summary, knowledge transfer, and deliverable handover.
Provide technical support contacts. 1 Goods Acceptance

Invite the customer's project director and stakeholders to hold a summary meeting to 2 Installation and Implementation
both introduce the project results and listen to the customer's comments. Service Preparation
Solution Implementation
TRANSFER PRODUCT AND MAINTENANCE KNOWLEDGE
Handover and Closure
Basic device functions: modules, features, warnings, and more.
Precautions for routine maintenance: basic configuration, log collection, view and 3 Technical Support
transfer modes, precautions for hardware replacement, and more.
4 Cyber Security
HAND OVER PROJECT MATERIALS
Product and technology materials 5 Security Vulnerability Management

Project deliverables: overall resolution, and equipment archives.

6 Appendix

INFORM THE CUSTOMER OF HOW TO OBTAIN TECHNICAL SUPPORT

If the customer purchases Hi-Care service products:
TACs: Global Service Hotline and Email
Technical support website: Huawei Enterprise Technical Support
 If the customer purchases technical support services of the partner:
Technical support service hotline and email.
The partner should purchase Co-Care services from Huawei to obtain Huawei's
technical support and spare parts.
Return the authorized account to the customer and clear process data as required.
1 Goods Acceptance

2.3.2 SERVICE REPORT 2 Installation and Implementation

Service Preparation
Action  Invite the customer to sign the project acceptance report.
Solution Implementation
Handover and Closure
After project handover and closure, invite the customer to sign the project acceptance report.
3 Technical Support

4 Cyber Security

5 Security Vulnerability Management

6 Appendix
2.3.2 CSAT SURVEY
Action  Conduct the CSAT survey.

Enter customer information of the project, and begin the CSAT survey. 1 Goods Acceptance

View the CSAT survey result, for low-scores, work with Huawei's channel service manager to
2 Installation and Implementation
develop measures for service quality improvement.
Service Preparation
If the customer does not agree to enter their personal information in Huawei's eISDP system, Solution Implementation
the partner can ask the customer to provide feedback on the satisfaction survey form (see
Handover and Closure
Attachment VIII Huawei Enterprise Customer Satisfaction Survey Form) and send the form to
Huawei's channel service manager for registration in eISDP. 3 Technical Support

4 Cyber Security

5 Security Vulnerability Management

6 Appendix
3 TECHNICAL SUPPORT
Technical support services of a partner refer to the partner-branded technical support
services sold and delivered by the partner to customers. Meanwhile, the partner purchases
Co-Care services from Huawei to obtain Huawei's technical support and spare parts.
Generally, to receive technical support, customers will contact the partner by hotline or email. 1 Goods Acceptance
When a partner engineer encounters a major or severe incident that impacts the normal
operation of the customer's services or the fault cannot be located, the engineer must 2 Installation and Implementation
immediately apply for technical support from a Huawei TAC.
3 Technical Support
TACs: Global Service Hotline and Email Handle Customer Service Requests

Technical support website: Huawei Enterprise Technical Support Obtain Huawei's Technical Support

Online customer service: iKnow & Livechat On-site Services

Handle Severe Incidents
Technical forum: Technical Community
High-Risk Operations
Countries/Rep offices: Huawei Branch Office
4 Cyber Security

5 Security Vulnerability Management

6 Appendix
3.1 HANDLE CUSTOMER SERVICE REQUESTS
A successful technical support process normally includes the following activities: gathering
customer SRs, matching SRs against entitlements, responding quickly, and following up on
resolutions.
1 Goods Acceptance
3.1.1 ACCEPT A CUSTOMER SR
2 Installation and Implementation

Action  Confirm the SR with the customer.

3 Technical Support
Handle Customer Service Requests
Accept an SR of the customer by email or hotline, ensuring excellent customer service. The
following technical support elements should be confirmed: Obtain Huawei's Technical Support

• Fault symptom On-site Services

• Fault duration Handle Severe Incidents

• Severity and influence scope High-Risk Operations

• Expected resolution time 4 Cyber Security

You can use the following template when confirming the customer SR via email: 5 Security Vulnerability Management

Dear Customer Company Name, 6 Appendix

This is Engineer Name from Partner Company Name. I received your service
request and will handle your technical issue. Please provide the following
information to assist troubleshooting.
 Customer Name:
Problem Summary Product model and serial number:
Technical issue summary:
Symptom:
Business impact:
Information Symptom: 1 Goods Acceptance
collection OS and firmware version:
Key event/operation before the problem occurs: 2 Installation and Implementation
Attached logs
Expected resolution 3 Technical Support
Please fill your expecting resolution time to me
time Handle Customer Service Requests
Obtain Huawei's Technical Support
On-site Services
Action  Record the customer SR.
Handle Severe Incidents
High-Risk Operations
Effective customer service request management across all delivery channels is
fundamental to support effective delivery. The partner service organization has well-defined 4 Cyber Security
processes that are applied consistently.
Create customer SRs on the partner's customer SR management platform, and ensure 5 Security Vulnerability Management
that all appropriate information is gathered, including:
6 Appendix
Customer identification: Confirm the customer identity and contact information.
Entitlement verification: Check if the customer is entitled to receive support.
Problem description: Record details of the customer’s problem (each SR captures
exactly one issue).
Customer contact closure: Inform the customer of the next step and estimated time.
Severity: Categorize the severity of the issue, and inform the customer.
Equipment or software profile: Identify the model number or software version, any variations
in the configuration, and the service history of this equipment or software installation.
If a customer SR management platform is not available, record the customer SR in a data
table.
1 Goods Acceptance

3.1.2 SLA
2 Installation and Implementation
Response time refers to the duration from when a partner engineer accepts a customer SR
to when the partner engineer contacts the customer for the first time and starts providing 3 Technical Support
technical support services.
Handle Customer Service Requests
The following are response suggestions for customer SRs:
Obtain Huawei's Technical Support

When the technical service contract signed by and between the partner and the On-site Services
customer includes the SLA: Comply with the SLA. Handle Severe Incidents
When the technical service contract signed by and between the partner and the High-Risk Operations
customer does not include the SLA, or the partner and the customer do not sign a
technical support contract: Refer to the SLA requirements of Hi-Care service products. 4 Cyber Security

5 Security Vulnerability Management

Severity P1 P2 P3 P4
6 Appendix
Response 30 min 60 min 120 min NBD

SLA Requirements of Hi-Care Service Products

 Attention  Determine if the customer SR involves a severe incident (see Section 2.4).

3.1.3 HANDLE THE CUSTOMER SR 1 Goods Acceptance

Upon receiving a customer SR, quickly provide a solution for the customer based on logs, 2 Installation and Implementation
alarms, and configurations, for example.
3 Technical Support
Handle Customer Service Requests
Action  Check if resolution involves any high-risk operations. Obtain Huawei's Technical Support
On-site Services
Check if the resolution involves any high-risk operations (see Appendix II High-Risk
Operation Scenarios). If high-risk operations are involved, apply for technical support from a Handle Severe Incidents
Huawei TAC. High-Risk Operations

4 Cyber Security

Action  Provide resolution to the customer. 5 Security Vulnerability Management

You can use the following template when providing solutions to the customer via email: 6 Appendix
 Dear Customer Company Name,
Here is the problem analysis and resolution.

Problem Description
Problem Analysis
1 Goods Acceptance
Root Cause
2 Installation and Implementation
Resolution Description

When applying the steps, if you encounter any problems or need technical assistance 3 Technical Support
during operations, please contact me. Handle Customer Service Requests
Email: xxx Obtain Huawei's Technical Support
Phone: xxx
On-site Services
Kind regards, Handle Severe Incidents
Name
High-Risk Operations

Action  Update the customer SR. 4 Cyber Security

Update the customer SR on the customer SR management platform in a timely manner, 5 Security Vulnerability Management
addressing:
6 Appendix
• Problem analysis
• Root cause
• resolution
If a customer SR management platform is not available, record the customer SR in a data
table.
 Attention  Obtain technical support from a Huawei TAC.

Contact a Huawei TAC for technical support if you cannot resolve the customer SR.

3.1.4 CLOSE THE CUSTOMER SR

1 Goods Acceptance
Action  Advise the customer to close the SR (showing the technical issue has been
2 Installation and Implementation
resolved).
You can close the customer SR when: 3 Technical Support
• The resolution has been emailed to the customer. Handle Customer Service Requests
• The customer has notified the resolution implementation result (the problem has been
Obtain Huawei's Technical Support
resolved) and no new problem has occurred within the following 24 hours.
On-site Services
You can use the following template when advising the customer to close the SR via email:
Handle Severe Incidents
Dear Customer Company Name, High-Risk Operations
As communicated, you have successfully applied the resolution we provided to you on
MM/DDYYYY, and the problem of the product (product model xxxxxx, SN xxxxxxxxxx) 4 Cyber Security
has been resolved. No new problems have been identified since and related business has
been recovered. 5 Security Vulnerability Management
I hereby invite you to close your SR. You can reply to the email to agree to the closure, if
not, I will close the SR after three working days. If you have any new SR, please feel free 6 Appendix
to contact me. Huawei may ask you to rate my service. Your feedback is valuable for me
to improve service quality.
Kind regards,
Name
 Action  Advise the customer to close the SR (the customer does not respond).

If the customer does not reply within 30 days, you can use the following email template to
notify the customer to close the SR.

Dear Customer Company Name, 1 Goods Acceptance

I provided a resolution on MM/DD/YYYY, however; I have not received your reply for more 2 Installation and Implementation
than 30 days. Please confirm if the technical issue has been resolved, if not, I will close the
SR within x working days.
3 Technical Support
You can contact me at any time to restart your SR. Handle Customer Service Requests
Thank you for your support. Obtain Huawei's Technical Support
Kind regards, On-site Services
Name
Handle Severe Incidents
High-Risk Operations

Action  Close the customer SR. 4 Cyber Security

Close the customer SR on the customer SR management platform in a timely manner, 5 Security Vulnerability Management
including:
6 Appendix
• Resolution implementation result
• Record if the problem has been resolved
• Record if there any pending issues
If a customer SR management platform is not available, record the customer SR in a data
table.
3.1.5 BACKLOG MANAGEMENT
A partner may build a process to keep customer service requests backlog to a minimum,
targeting service requests that are not progressing properly rather than attempting to close
service requests prematurely.

1 Goods Acceptance
3.1.6 ESCALATION MANAGEMENT
2 Installation and Implementation
At times, partner engineers cannot meet customer demands and service requests fail to
reach a resolution. Partner engineers have to escalate to partner's service management 3 Technical Support
team.
Handle Customer Service Requests
The escalation needs to state whether it was requested by the customer or initiated
Obtain Huawei's Technical Support
proactively by the partner engineer, and must include corresponding stakeholders.
On-site Services
Handle Severe Incidents
3.1.7 QUALITY MONITORING
High-Risk Operations
Partners are suggested to regularly monitor service quality and use the outcome to train
partner engineers. 4 Cyber Security
To ensure consistency, partners may use a standard scorecard to rate the quality of the
monitoring session. It includes processes, customer handling skills, as well as technical 5 Security Vulnerability Management
skills and satisfaction.
6 Appendix
The quality monitors give feedback to the partner engineers with the goal of improving future
performance, and they are regularly compared to ensure consistency.
3.2 OBTAIN HUAWEI'S TECHNICAL SUPPORT
At times, partners cannot meet customer requirements and service requests fail to reach a
resolution. Partner engineers are suggested to obtain technical support from Huawei TAC,
due to the following reasons:
• Insufficient technical capabilities of partner engineers 1 Goods Acceptance
• The troubleshooting progress cannot meet customer expectations
2 Installation and Implementation
• Product hardware and software problems
• Lack of technical documents 3 Technical Support
Handle Customer Service Requests
3.2.1 CREATE A PARTNER SR
Obtain Huawei's Technical Support
EMAIL
On-site Services
Handle Severe Incidents
Action  Create an SR via email.
High-Risk Operations

Send an email to a Huawei TAC to create an SR by using the following template: 4 Cyber Security

Dear HUAWEI TAC, 5 Security Vulnerability Management

This is Engineer Name from Partner Company Name. I received one service request from
6 Appendix
my customer, and we need Huawei to be involved and investigate it.
This is the problem detail information, please refer to the following table and help me create
one ticket.
Thank you very much!
Dear Customer Company Name,
Here is the problem analysis and resolution.

Problem Description
Serial Number 1 Goods Acceptance
Organization
2 Installation and Implementation
Name
Phone Number 3 Technical Support

Email Address Handle Customer Service Requests

Country Obtain Huawei's Technical Support

On-site Services
Product Model:
Handle Severe Incidents
Severity
High-Risk Operations
End Customer
Expected Resolution Time 4 Cyber Security

I understand that Huawei reserves the right to survey customers on partner's service 5 Security Vulnerability Management
delivery. I hereby agree and provide my customer business contact below:
6 Appendix
Email: xxx
Phone: xxx
Kind regards,
Name
 Attention  Provide the customer's email address for a CSAT survey.

Huawei thanks the partner for providing the customer's email address. This information will
be used only by the Huawei TAC to survey CSAT with the partner's technical support
services.
1 Goods Acceptance
The following table lists the regions and public email addresses supported by Huawei TAC.
2 Installation and Implementation
Huawei TAC Email Covered Region and Country
3 Technical Support
CEE & Nordic European
West European Handle Customer Service Requests
Romania TAC EUsupport@huawei.com
Australia/New Zealand Obtain Huawei's Technical Support
Japan/Korea On-site Services
Southern Pacific (Except Australia Handle Severe Incidents
and New Zealand)
Malaysia TAC APsupport@huawei.com High-Risk Operations
Southern-East Asia (Except Japan
and Korea) 4 Cyber Security
Mexico TAC Lasupport@huawei.com Latin America
5 Security Vulnerability Management
Middle East
Egypt TAC MEAsupport@huawei.com Southern Africa
6 Appendix
Northern Africa
Russia TAC CISsupport@huawei.com Eurasia
HOTLINE

Action  Create an SR by calling a Huawei TAC.

Before calling a Huawei TAC hotline, prepare the following information:

1 Goods Acceptance
• SN/ESN of the Defective Equipment
• Defective Equipment Type 2 Installation and Implementation
• Customer Name
3 Technical Support
The following table lists the regions and public phone numbers supported by Huawei TAC. Handle Customer Service Requests
Huawei TAC Hotline Covered Region and Country Obtain Huawei's Technical Support
CEE & Nordic European On-site Services
West European Handle Severe Incidents
Romania TAC +40 312291238
Australia/New Zealand
High-Risk Operations
Japan/Korea
Southern Pacific (Except Australia and 4 Cyber Security
New Zealand)
Malaysia TAC +60 321686801
Southern-East Asia (Except Japan and 5 Security Vulnerability Management
Korea)
Mexico TAC +5255 11058020 Latin America 6 Appendix
Middle East
Egypt TAC +202 35353900 Southern Africa
Northern Africa
Russia TAC +7383 3280063 Eurasia
 Action  Provide resolution to the customer.

Fully understand the resolution provided by the Huawei TAC, check that it is effective and
provide it to the customer as a partner-branded resolution (see Section 2.1.3).

1 Goods Acceptance

3.2.2 CLOSE THE PARTNER SR 2 Installation and Implementation

Notify Huawei of the implementation results using the following email template:
3 Technical Support
Handle Customer Service Requests
Dear Huawei TAC,
Obtain Huawei's Technical Support
I have received confirmation from the customer on Huawei's SR xxxxxx (the resolution has
been implemented, and technical issues have been resolved. No new problem has been On-site Services
identified, and related business has been recovered). Handle Severe Incidents
Please close my SR. High-Risk Operations
Thank you for your support.
4 Cyber Security
Kind regards,
Name 5 Security Vulnerability Management

6 Appendix
3.2.3 SPARE PARTS SERVICES
SERVICE SCOPE
A spare part is a minimum field replaceable unit (FRU) for maintenance when the equipment
sold by Huawei and running on the network is damaged. It provides replacement and repair
services for such equipment. 1 Goods Acceptance
Huawei provides spare parts services based on the warranty contents and clauses of the
equipment or the service contract. 2 Installation and Implementation

If a partner purchases Huawei's Co-Care services, the partner is the entity that applies for
3 Technical Support
spare parts services and returns defective parts. If a customer purchases Huawei's Hi-Care
services, the customer is the entity that applies for spare parts services and returns spare Handle Customer Service Requests
parts. Obtain Huawei's Technical Support
On-site Services
APPLY FOR SPARE PARTS
Handle Severe Incidents
Partner engineers may create an SR through a Huawei TAC to obtain spare parts services.
High-Risk Operations
Provide the following information based on the Huawei RMA Application Form:
• Equipment SN 4 Cyber Security
• Barcode of the Defective Part (if involved)
• Delivery Address 5 Security Vulnerability Management
• Spare Parts Receiving Contact
The Huawei TAC will deliver spare parts according to the warranty terms or SLA in the 6 Appendix
service contract if the following two conditions are met:
• The Huawei TAC confirms that hardware replacement is necessary.
• The equipment warranty or service contract has not expired and includes spare parts
services.
RECEIVE SPARE PARTS
The spare parts status may be queried based on the ticket number.
Link: https://support.huawei.com/rmaweb/en/rma
The recipient needs to sign the POD when receiving spare parts. If the recipient cannot
receive the spare parts in person due to objective reasons, the person who receives them on
1 Goods Acceptance
behalf of the recipient must show his/her identity to the courier.
2 Installation and Implementation
RETURN DEFECTIVE PARTS
Defective parts must be returned promptly. Properly pack the defective parts and mark the 3 Technical Support
ticket number in a prominent position on the outer package. Handle Customer Service Requests
Hi-Care Repair Services: Huawei will arrange spare parts delivery after receiving defective Obtain Huawei's Technical Support
parts.
On-site Services
Advance Replacement Option: Huawei will deliver spare parts first. A partner engineer is
Handle Severe Incidents
required to return the defective parts to a Huawei-designated warehouse within 15 working
days after receiving the new parts. If defective parts are not returned before the due date for High-Risk Operations
partner reasons, Huawei will regard the situation as a violation according to relevant channel
policies and agreements. 4 Cyber Security

• If the service contract clauses include defective parts pick-up, Huawei will arrange the
5 Security Vulnerability Management
pick-up. If pick-up is not included, the partner engineer should arrange the return of
the defective parts.
6 Appendix
• If the equipment includes a defective part retention service, the customer or partner
can retain the defective parts.
3.3 ON-SITE SERVICES

3.3.1 COMMUNICATE ON-SITE SERVICE ARRANGEMENTS

Upon receiving a customer SR, determine whether to provide on-site services.

• The technical support service contract signed by and between the partner and the 1 Goods Acceptance
customer includes on-site services (check if the service contract includes the SLA).
2 Installation and Implementation
• The technical support service contract signed by the partner and the customer does
not include on-site services, however; the customer requires on-site services and the 3 Technical Support
partner agrees to provide such services.
Handle Customer Service Requests
The content for negotiation should include the purpose and content of on-site services.
Obtain Huawei's Technical Support
Negotiate with the customer to determine the on-site service implementation time (avoid On-site Services
service peak hours and sensitive times), and suggest a possible arrival time. Allow time to
communicate with the customer regarding the implementation plan. Handle Severe Incidents
High-Risk Operations

4 Cyber Security
Action  Confirm on-site service arrangements with the customer.
5 Security Vulnerability Management
You can use the following template when confirming on-site service arrangements with the
customer via email:
6 Appendix
 Dear Customer Company Name,
This is Engineer Name from Partner Company Name. For the on-site service request you
submitted on MM/DD/YYYY, as communicated, I will arrive at the site at HH:MM on
MM/DD/YYYY and provide the following technical services:
Product model xxxx
SN 1234567890 1 Goods Acceptance
Scopes xxxx
2 Installation and Implementation
Please reserve the service window and provide any necessary assistance. If you have any
other requests, feel free to contact me.
3 Technical Support
My contacts:
Handle Customer Service Requests
Email:
Phone: Obtain Huawei's Technical Support
On-site Services
Kind regards,
Name Handle Severe Incidents
High-Risk Operations
If the customer does not reply in time, contact the customer by phone to confirm the on-site
service arrangements. 4 Cyber Security

Action  Update the customer SR. 5 Security Vulnerability Management

Update the customer SR management platform progress in a timely manner, covering: 6 Appendix

• On-site service content

• Arrival time
If a customer SR management platform is not available, record the customer SR in a data
table.
3.3.2 ON-SITE SERVICE PREPARATION
Prepare the following for an on-site visit:
General materials: personal ID document, laptop, certificate for entering and exiting the
customer's production environment (if involved), and technical document(s) and
operation manual(s) related to on-site services.
1 Goods Acceptance
Hardware service tools: spare parts (if any), tools for replacing spare parts, such as a
screwdriver, an ESD wrist strap, as well as serial and network cables required for device 2 Installation and Implementation
operation.
Software packages and utility tools: upgrade software packages and utility tools 3 Technical Support
downloaded from Huawei's official website. Handle Customer Service Requests
On-site service report: pre-printed on-site service report. Obtain Huawei's Technical Support
Prior to visiting the customer's site, confirm the arrival time in advance. In case of late arrival, On-site Services
inform the customer in a timely manner.
Handle Severe Incidents
High-Risk Operations

3.3.3 ON-SITE SERVICE IMPLEMENTATION 4 Cyber Security

Arrive at the designated place on time. In case of delay, inform the customer in a timely
5 Security Vulnerability Management
manner.
6 Appendix
Action  Upon arrival, report to the customer.

After arriving at the site, report to the customer, communicate with the customer about the
service plan again, obtain the customer's permission, and have the customer sign the on-site
service application (see Appendix V On-site Technical Service Report).
 On-site Technical Service Application
Dear Customer,
We will provide the technical support service to promptly resolve technical issues and/or mitigate risks
of the above product. Please approve the application and provide assist properly.
We suggest that the customer should make a backup of relevant system data, business data prior
making any operation on product. Please check whether you have completed the backup.
□ Yes □ No 1 Goods Acceptance
Service Content:
2 Installation and Implementation

3 Technical Support

I (Customer) have fully understood the above precautions and the service content, impacts and risks, Handle Customer Service Requests
and have arranged relevant operation to be performed in non-peak hours as much as I can. For
operations requiring power-off, I (Customer) have applied for the down time and completed relevant
Obtain Huawei's Technical Support
preparations. I (Customer) agree to start the above services.
On-site Services
Customer (Signature) ______________________ Date _____________ Handle Severe Incidents

On-site Technical Service Application Template High-Risk Operations

4 Cyber Security

If the customer signs the on-site service application, it means that the partner engineer has 5 Security Vulnerability Management
obtained the customer's permission for device or software operation and the authorized
service account. 6 Appendix
Note that the on-site service application is part of the on-site service report.
Assist the customer in data backup.
Before accessing the customer network, scan your laptop for viruses (using the antivirus
software required by the customer if any) to ensure customer network security.
Comply with the customer's equipment room management requirements.

Action  Implement the resolution. 1 Goods Acceptance

Deploy the resolution by strictly following the solution and product operation manual. 2 Installation and Implementation

3 Technical Support
Handle Customer Service Requests
Action  Confirm that the technical issue has been resolved.
Obtain Huawei's Technical Support
On-site Services
Check if the technical issue has been resolved based on the solution content, and product
and solution knowledge. Handle Severe Incidents
Invite the customer to jointly verify if the technical issue has been resolved and if related High-Risk Operations
business has been recovered.
4 Cyber Security

5 Security Vulnerability Management

Action  Return the service account.
6 Appendix
After confirming that the technical issue has been resolved, return the service account in a
timely manner and clear the process data as required by the customer.
3.3.4 KNOWLEDGE TRANSFER
After completing service implementation, transfer necessary maintenance knowledge to the
customer to improve O&M efficiency and quality. The knowledge may include:
• Possible causes of faults, preventive measures, and precautions to take
• Basic configuration, and log collection and transfer methods 1 Goods Acceptance
• Product information and device documentation
2 Installation and Implementation
• After-sales service contact information (such as hotline and email address) of the
partner
3 Technical Support
Handle Customer Service Requests
3.3.5 SIGN THE ON-SITE SERVICE REPORT Obtain Huawei's Technical Support
On-site Services
Action  Invite the customer to sign the on-site service report. Handle Severe Incidents
High-Risk Operations
Explain the benefits of signing the on-site service report to the customer, and consult the
customer about their feedback of the on-site service. 4 Cyber Security

5 Security Vulnerability Management

6 Appendix
 Dear Customer,
We have completed the technical support service as required. Please assess result. We value your
feedback and suggestions. Thank you!

Satisfaction: □ Failed □ Poor □ Average □ Good □ Very good

Comments:
1 Goods Acceptance

2 Installation and Implementation

Customer (Signature) ______________________ Date _____________
3 Technical Support
On-site Technical Service Report Template Handle Customer Service Requests
Obtain Huawei's Technical Support
3.3.6 ON-SITE END OF SERVICE PROCEDURE On-site Services
Properly dispose of tools, software, and construction waste before leaving the site. Handle Severe Incidents
High-Risk Operations
Action  Update the customer SR.
4 Cyber Security

Promptly update the progress of services on the customer SR management platform,

5 Security Vulnerability Management
including information such as:
• Actual arrival time 6 Appendix
• Result of on-site service implementation
• Customer feedback
If a customer SR management platform is not available, record the updates of the customer
SR in a data table.
3.4 HANDLE SERVICE INCIDENTS

3.4.1 DEFINITION
Incidents are events relating to Huawei products that severely affect the operations of
customers' services and cause significant losses to customers' benefits or reputation. 1 Goods Acceptance
Resources need to be immediately utilized for handling (recovery and customer care) of
these incidents. 2 Installation and Implementation
For incidents in which the service request severity is at P1 or P2, contact a Huawei TAC
immediately for troubleshooting and recovery. 3 Technical Support
For the complete definition of service request severity, see Appendix I Service Request Handle Customer Service Requests
Severity Definition. Obtain Huawei's Technical Support
Contact Huawei TAC Hotlines On-site Services
Handle Service Incidents
3.4.1 RECOVERY
High-Risk Operations
Arrive at the customer's site in a timely manner.
4 Cyber Security
WHEN HUAWEI REMOTELY ACCESSES THE CUSTOMER NETWORK
• Obtain the customer's authorization for Huawei's remote access. (For details, see 5 Security Vulnerability Management
Appendix III Customer Network Access and Data Processing Authorization Letter and
Appendix IV Customer Network Data Processing Authorization Letter.) 6 Appendix
• Assist Huawei to remotely resolve issues.
• Confirm the result of the implementation with the customer.
• After issue recovery, assist the customer to continuously observe the running status
of the device. In case of any issues, promptly contact Huawei.
 WHEN HUAWEI CANNOT REMOTELY ACCESS THE CUSTOMER NETWORK
• Collect fault location information as required by a Huawei TAC.
• Implement the resolution under the guidance of the Huawei TAC.
• Confirm the result of the implementation with the customer.
• Assist the customer in continuously observing the running status of the device. In 1 Goods Acceptance
case of any issues, promptly notify Huawei.
2 Installation and Implementation
WHEN HARDWARE NEEDS TO BE REPLACED
3 Technical Support
• Replace the hardware.
Handle Customer Service Requests
• Confirm details of the replacement with the customer.
Obtain Huawei's Technical Support
• Help the customer continuously observe the running status of the device. In case of
any issues, promptly contact Huawei. On-site Services
Handle Severe Incidents
3.5 HIGH-RISK OPERATIONS High-Risk Operations
Check if the resolution to be implemented is a high-risk operation in advance. High-risk
4 Cyber Security
operations are identified by matching the following two items (see Appendix II High-Risk
Operation Scenarios).
5 Security Vulnerability Management
• Customer product type
• Technical support service content 6 Appendix
If the customer's product model does not match the content in Appendix II, or you need to
know the operational risk of the resolution, promptly contact a Huawei TAC for confirmation.
If a partner needs Huawei to review the resolution and provide on-site support, the partner
can purchase the network change support service from Huawei in advance.
4 Security Advisories and Notices

4.1 LAWS AND REGULATIONS

You must comply with all applicable local laws and regulations, including those regarding
protection of personal data and privacy, freedom of speech, and cyber security.
1 Goods Acceptance
Do not use networks to carry out activities that compromise national security or public
interests, steal or damage others' information, or harm others' legitimate rights and interests. 2 Installation and Implementation
Do not attack or damage the customer network, or crack customer accounts and passwords.
3 Technical Support
4.2 CAPABILITY DEVELOPMENT AND MANAGEMENT
4 Cyber Security
Partners shall appoint security specialists who shall carefully learn knowledge about cyber
security and user privacy protection, pass the Cyber Security and Service Norms Laws and Regulations
Certification exam as required, and promptly update the certification before expiration. Capability Development and
Management
Security specialists shall promptly deliver enablement training on cyber security and service
norms to other employees who are engaged in technical services, and manage and Customer Security Regulations
supervise them appropriately. Software

It is advised that employees who do not pass the exam or receive the enablement training Access to Customer Networks
should not deliver technical services to customers. Customer Data Processing
Account Management

5 Security Vulnerability Management

6 Appendix
4.3 CUSTOMER SECURITY REGULATIONS
You must comply with customers' regulations, requests, and contract terms when
conducting service activities, including network access operations, personal data processing,
and data transfer. 1 Goods Acceptance
Ensure you are authorized by customers before entering or leaving customer equipment
2 Installation and Implementation
rooms, network management centers, office areas, and high security areas (such as
government agencies and military), and comply with relevant management regulations.
3 Technical Support

4.4 SOFTWARE 4 Cyber Security

You can obtain Huawei (or a third party authorized by Huawei) software, patches, licenses,
Laws and Regulations
and tools only in the following ways:
Capability Development and
• Product packages Management
• Huawei Enterprise Official Website
Customer Security Regulations
• Huawei's technical teams
Software
Do not use or run Huawei software or tools that are not obtained through the above Access to Customer Networks
methods on customer networks. Customer Data Processing
Do not embed or implant illegal, unauthorized, or malicious codes or software, or any Account Management
backdoor, virus, or Trojan in Huawei products and software as well as customer devices and
systems. Do not reserve any private, undisclosed interfaces or accounts. 5 Security Vulnerability Management

Do not use tools for data collection and performance analysis in customer networks without 6 Appendix
the customers' written authorization.
4.5 ACCESS TO CUSTOMER NETWORKS

Action  Obtain written authorization from customers.

1 Goods Acceptance

Identify customers who prohibit remote access to their networks. Do not remotely access the 2 Installation and Implementation
networks of these customers.
3 Technical Support
Before accessing customer networks, obtain written authorization from customers and
specify the purpose, scope, and time limit of services. Do not perform any operations that
4 Cyber Security
are not approved by the customer.
Laws and Regulations
Do not leak or disseminate data and information in the customer's networks. Do not use the
information and data of the customer's systems for personal gain or for other illegal Capability Development and
purposes. Management

Customer Security Regulations

Software
Action  Obtain remote access authorization for Huawei.
Access to Customer Networks
Customer Data Processing
When a partner engineer seeks service support from Huawei and needs Huawei's remote
access software to access the customer network, they must obtain the customer's official Account Management
authorization. Without prior consent, Huawei cannot access the customer network. The
authorization documents must clearly show the customer has given their consent, such as 5 Security Vulnerability Management
an email reply or scanned copy of the signature (see Appendix III Customer Network Access
and Data Processing Authorization Letter). 6 Appendix
 Action  Remove viruses on access devices.

Before connecting computers, terminals, and storage media to customer networks, scan for 1 Goods Acceptance
and remove viruses to ensure that no malicious software or virus exists.
2 Installation and Implementation

Action  Disable remote access services. 3 Technical Support

4 Cyber Security
The remote access environment must be manageable, monitorable, and traceable. When
remote services are complete, notify the customer to end the remote service on the device Laws and Regulations
side and remind the customer to promptly update the login account, login password, login Capability Development and
address, and dial-in number used during the remote service. Management

Customer Security Regulations

Software
Access to Customer Networks
Customer Data Processing
Account Management

5 Security Vulnerability Management

6 Appendix
4.6 CUSTOMER DATA PROCESSING

Action  Process customer data.

1 Goods Acceptance

Before processing customer network data (including personal data), obtain written 2 Installation and Implementation
authorization from the customer and determine the processing scope. Without the
customer's written authorization, do not access customer systems (remotely or on site) or 3 Technical Support
collect, transfer, modify, store, hold, process, or use any data or information in the customer
network. 4 Cyber Security

Do not access or process communication content or personal data that violates user privacy, Laws and Regulations
such as voice files, short messages, precise location information, and keystroke logs. Capability Development and
Personal data should be anonymized before being exported. Do not use information and Management
data on a customer's system for personal gains or other unlawful purposes.
Customer Security Regulations
Without the customer's written authorization, do not take equipment or storage media that Software
contain data (including personal data) about the customer network out of the customer's
Access to Customer Networks
premises.
Customer Data Processing
When the customer's authorization expires or the task is complete, delete and destroy the
Account Management
customer network data.
5 Security Vulnerability Management

6 Appendix
 Action  Obtain customer data processing authorization for Huawei.

When a partner engineer seeks service support from Huawei and needs Huawei services to
1 Goods Acceptance
process customer data, they must obtain the customer's official authorization. Without prior
authorization, Huawei cannot process customer data. The authorization documents must
2 Installation and Implementation
clearly show the customer's consent, such as an email reply or scanned copy of the
signature (see Appendix IV Customer Network Data Processing Authorization Letter).
3 Technical Support

4 Cyber Security
Action  Delete data before returning parts.
Laws and Regulations
Capability Development and
If spare parts are returned or DOA is involved in onsite services, notify the customer of data Management
deletion, remind the customer to delete data, and confirm the deletion of customer data
stored in the parts. Before returning products or parts to Huawei, delete customer data Customer Security Regulations
stored in the products or parts, including end user data. Software
Access to Customer Networks
Customer Data Processing
Account Management

5 Security Vulnerability Management

6 Appendix
4.7 ACCOUNT MANAGEMENT

Action  Apply for and use a service account.

1 Goods Acceptance

Only use the account authorized by the customer to log in to the customer's devices. 2 Installation and Implementation
Without the customer's authorization, do not set any shared account or password, and do
3 Technical Support
not retain or use an administrator account or other unauthorized accounts.

Account permissions should be applied for based on the principle of least privilege. Confirm 4 Cyber Security
with the customer about appropriate permissions, and avoid applying for account
Laws and Regulations
permissions beyond the SOW.
Capability Development and
Do not share account and password information. Do not use customer accounts or Management
passwords to create or handle trouble tickets on Huawei's IT systems.
Customer Security Regulations
Software
Action  Return the service account. Access to Customer Networks
Customer Data Processing
When a service is completed, return the account and password (including the administrator
Account Management
account) to the customer, and remind the customer to change the password or delete the
account.
5 Security Vulnerability Management
In case of changes in personnel, the access to the customer's systems and sites should be
canceled, and the held customer network data should be handed over to the customer or 6 Appendix
deleted.
5 SECURITY VULNERABILITY MANAGEMENT

5.1 OBLIGATIONS
Once discovering any security vulnerabilities related to Huawei products or services, make
best efforts to mitigate the security risks identified. Send an email to Huawei Product
1 Goods Acceptance
Security Incident Response Team (PSIRT) (PSIRT@huawei.com) as soon as possible and
cooperate with Huawei to investigate and handle the security vulnerabilities.
2 Installation and Implementation
Before the official release of Huawei Security Advisories (SAs), do not disclose, divulge to
any third party or otherwise make public the security vulnerabilities. 3 Technical Support

Provide end customers with Security Notices (SNs) and/or SAs on security vulnerabilities. 4 Cyber Security

In the case of a security incident, sincerely cooperate with Huawei to handle the incident
5 Security Vulnerability Management
and take necessary remedial measures
Obligations
High Profile Vulnerability
5.2 HIGH PROFILE VULNERABILITY Subscribe to Security Advisory
Huawei will proactively manage High Profile vulnerabilities. Security Vulnerability Handling

Huawei channel service managers will work with service partners to communicate with Partners' RFC
customers for identified the high profile vulnerabilities which the service contract for potential
affected equipment is Co-Care. 6 Appendix

Huawei will jointly develop the remediation with service partners and determine the
implementation responsibility together with customer.
5.3 SUBSCRIBE TO SECURITY ADVISORY
Subscribe to Security Advisory on the Huawei Support website. After subscription, you can
view SAs in My Subscriptions.
1 Goods Acceptance
Click My Subscription and Favorites to learn more.
2 Installation and Implementation
Learn about product SNs in relevant technical domains, stay up-to-date on security
vulnerability information, and support communication and handling of customer issues.
3 Technical Support

4 Cyber Security
5.4 SECURITY VULNERABILITY HANDLING
PROJECT DELIVERY 5 Security Vulnerability Management

At the early stage of project delivery, check whether the device models and versions to be Obligations
delivered have security vulnerabilities. High Profile Vulnerability
Once any security vulnerabilities are identified: Subscribe to Security Advisory
• If Huawei has released a relevant SA, implement the remediation proposed in the SA Security Vulnerability Handling
and check the outcome before the device goes online (if Huawei has released the
check tool). Partners' RFC

• If Huawei has not released a relevant SA, submit a service request indicating that it is
6 Appendix
related to cyber security to obtain technical support and advice from a Huawei TAC.
 TECHNICAL SUPPORT
To obtain technical support and advice on security vulnerabilities and patch installation from
a Huawei TAC, submit a service request indicating that it is related to cyber security.
1 Goods Acceptance
If customer equipment managed by service partners (under Co-Care service contracts) has
security vulnerabilities with a handling priority of 1 or 2:
2 Installation and Implementation
• Huawei service partners should promptly communicate with customers to explain
security risks and remediation, reach an agreement with customers on the 3 Technical Support
arrangement of remediation, and produce the minutes.
• If service partners are responsible for implementing the remediation, they should 4 Cyber Security
submit a Request for Change (RFC) (indicating that it is related to cyber security) on
Huawei eCare platform, and apply for approval and change authorization from the 5 Security Vulnerability Management
customers after the RFC is reviewed and authorized by the rep office.
Obligations
5.5 PARTNERS' RFC High Profile Vulnerability

PROJECT DELIVERY Subscribe to Security Advisory

If service partners are responsible for implementing the remediation, they should submit an Security Vulnerability Handling
RFC to Huawei for approval: Partners' RFC
• Technical review
• Technical and management authorization 6 Appendix

• Customer authorization
Implement the remediation in strict compliance with the requirements. After the
implementation, upload the service report and close the RFC.
1 Goods Acceptance

2 Installation and Implementation

3 Technical Support

4 Cyber Security

5 Security Vulnerability Management

Obligations
High Profile Vulnerability
Subscribe to Security Advisory
Security Vulnerability Handling
Partners' RFC

6 Appendix
6 APPENDIX

Appendix No. Name

1 Goods Acceptance
I Service Request Severity Definition
2 Installation and Implementation
II High-Risk Operation Scenarios
3 Technical Support
III Customer Network Access and Data Processing Authorization Letter
4 Cyber Security
IV Customer Network Data Processing Authorization Letter
5 Security Vulnerability Management
V On-site Technical Service Report 5-star CSP
6 Appendix
VI On-site Technical Service Report 4-star CSP

VII On-site Technical Service Report 3-star CSP

VIII Huawei Enterprise Services Customer Satisfaction Survey Form