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Huawei Service - Servicelevel

Übersicht über die verschiedenen optionalen Servicelevels und Leistungen für den Bereich Server

 

Service Offering Service Service Item HiCare On-Site HiCare (remote) Note
Standard Enhanced Premier Application Software Upgrade Support
Customer Support Service for WEU Enterprise IT Products Remote Support Services1) Help Desk 7x24 7x24 7x24 7x24 Coverage Time
Remote Technical Support
(Priority 1 CSRs)
7x24x30min 7x24x30min 7x24x30min 7x24x30min Response Time
Remote Technical Support
(Priority 2 CSRs)
5x9x4hrs 5x9x4hrs 5x9x4hrs 5x9x4hrs Response Time
Remote Technical Support
(Priority 3 & 4 CSRs)
5x9xNBD 5x9xNBD 5x9xNBD 5x9xNBD Response Time
Online Technical Support Yes Yes Yes Yes  
Hardware Support Services Advanced Replacement2) 5x9xNBD 5x9x4hrs 5x9x4hrs NO Delivery Time
Software Support Services Software Update Yes Yes Yes Yes  
Software Upgrade No No No Yes  
Onsite Software Update/Upgrade Implementation3) No No No No Separate offering
On-site Support Services On-site Hardware Replacement 5x9xNBD 5x9x4hrs 5x9x4hrs No Delivery Time
On-site Troubleshooting4) No No No No  
Emergency Recovery Services Emergency Recovery Service No No No No Recovery Time

 

Notes:

  • 1) Level 3 Remote Technical Support response time is relevant to the priority (severity level) of the Customer Service Request (CSR). Priority 2/3/4 are addressed within normal business hours (Monday to Friday, 9:00 to 18:00 CET).
  • 2) 5x9xNBD-S, means that Huawei will ship the replacement part to designated location on the next business day after issuing the RMA number.
  • 5x9xNBD, means that Huawei will deliver the replacement part to designated location on the next business day after issuing the RMA number prior to 15:00 CET.
  • 5x9x4hrs, means that Huawei will deliver the replacement part to designated location on the same business day after issuing the RMA number prior to 13:00 CET.
  • 7x24x4hrs, means that Huawei will deliver the replacement part to designated location within 4 hours after issuing the RMA number.
  • 3) Onsite Software Update/Upgrade Implementation can be offered separately based on Time & Materials.
  • 4) On-site Troubleshooting can be offered separately based on Time & Materials.
Alle Preise exkl. MwSt, zzgl. Versandkosten. Lieferung nur an gewerbliche Kunden.