This document discusses Huawei's professional services and support programs for partners. It outlines benefits for customers, partners, and Huawei in building a "triple win" partnership model. Key programs and resources discussed include the Co-Care service portfolio, CSP certification framework, partner enablement trainings, first order support, incentives including rebates and discounts, and Huawei's global service network including technical assistance centers and spare parts operations. The goal is to help partners grow their business and better support customers through Huawei's services.

1. HUAWEI TECHNOLOGIES CO., LTD.
Create New Value for You -
Huawei Professional Services
Mr Stephen Lau
Head of Service and Delivery
Huawei Enterprise Business Group, Hong Kong

2. 2
Triple Win
Customer benefits
 Business agility
 Cost efficient
 Higher SLA
 Smart workflow
Partner benefits
Huawei benefits
 More profit
 Enhance Customer loyalty
 Differentiate in the market
 Grow business with Huawei
 A global service network
 Fast response
 Local representation
 Customer intimacy

3. 3
Channel Service GTM
Partner
Customers
HiCare
Huawei Service Platform
Online Support Website/E-Learning/Simulators/TACs/Spares
Always Online
Huawei Brand Services
Resold by Partner,
Delivered by Huawei
Partner Brand Services
Sold and Delivered by CSP,
Supported by Huawei
CoCare

4. 4
Huawei Enterprise Full Lifecycle Services
Partners’ Value-Added Services
Enterprise
Networking
UC&C
IT Product
Enterprise
Wireless
Customer
Support
Professional
Services
Learning
Services
Lifecycle Service Solutions Accelerate Business for Partners
Plan Design Implement ImproveOperate
 Consulting
 Assessment
 Planning
 Network
Design
 Integrated
Design
 Validation
 Deployment
 Migration
 Network Integration
 Hardware
Support
 Software Support
 Solution Support
 Managed Support
 Optimization
Large Enterprises
Government &
Public Sector
Transportation Finance SMBEnergy & Power
Integration Service
L1/L2 Customer
Support
Training Services
Installation &
Commissioning
Consulting Services

5. 5
Huawei Co-Care Service Partner Brand Service Customer
L3TAC L3
Software support
Spare parts support
L3
Software support
Spare parts support
On-site support
TAC L1L2
Software support
Spare parts support
On-site support
TAC L1L2
Delivered by partner
Delivered by Huawei
+
Co-Care Service Portfolio
Service Service Item
Co-Care
Basic Standard Enhanced Premier
Remote Support Services
Help Desk 24×7 24×7 24×7 24×7
Remote Troubleshooting 24×7 24×7 24×7 24×7
Online Technical Support Yes Yes Yes Yes
Software Support Services Software Update Yes Yes Yes Yes
Hardware Support Services Hardware Advance Replacement 9×5×NBD-S 9×5×NBD 9×5×4H 24×7×4H
Partner Collaborative Customer Support Services

6. 6
Incentive SupportEnablement
With a background of >
20 years experience in
“Always Available”
support around you
enable partner
differentiation
On boarding and
ongoing partner
enablement help
partner work more
efficient and grow
together continually
Right discounts and
incentives make
partner grow with
more profit
CSP Certification
Keep it simple, make it easy
Win-Win
Huawei Service Certification Program (HSCP)

7. 7
CSP Certification Requirements
CSP Certification Requirements 3 star 4 star 5 star
Service
platform
assurance
Have a customer service hotline 8x5 24x7 24x7
Have a system in place to manage customer problems
and has established routine troubleshooting processes.
- Yes Yes
Have a test lab for post-sales support. - - Yes
Certification
engineer
requirements
( minimum)
Product category HCNA HCNP HCIE HCNA HCNP HCIE HCNA HCNP HCIE
Routing & Switching、WLAN、Security、Transmission、
Video Conferencing, Unified Communication、Call
centre、Servers&Storage、Cloud
1 0 0 1 1 0 1 2 1
Networking CSP(Unify Routing & Switching, WLAN,
Security)
2 0 0 2*** 1 0 0 3 1
IVS 1* 0 0 2* 0 0 4* 0 0
IDC Energy 1** 0 0 2** 0 0 4** 0 0
* For IVS domain, HCNA index HCS-Field-IVS;
** For IDC Energy domain, HCNA index HCS-Field-UPS.
*** HCNA-WLAN, HCNA-Security

8. 8
CSP Certification Process
 Apply online(e-channel)
 6 months GRACE PERIOD
given to partners’ engineers for
getting Huawei certificates
when partner is certified as
Huawei CSP at first time.
CSP
application
Sign
agreement
CSP
enablement
CSP plaque
&Web
publish
 Find a Partner
 Partners’ engineers must
get sufficient quantity of
Huawei certificates as
requested.

9. 9
Partner Enablement
Career
Certification
Specialization
Training
Training
Fund
 Cover IPITUCC 9 fields
 Fast track certification available
 Face to face with lab practice
 E-Learning available
 Specific fund for training
activities only
First order
support
Channel
Genius Club
Training
Promotion
 Fist order implementation support
 Hand-on instruction
 Training workshop
 Case sharing seminar
 HCIE-R&S certification promotion
program
During
Certification

10. 10
HCNA-
Trans
HCNA-
WLAN
HCNA-
Security
HCNA-
VC
HCNA-
Cloud
HCNA-
Storage
HCNA
HCNA-
UC
HCNP
-R&S
HCNP-
Trans
HCNP-
WLAN
HCNP-
Security
HCNP-
VC
HCNP-
UC
HCNP-
Cloud
HCNP-
Storage
HCIE-
R&S
HCIE-
Trans
HCIE-
WLAN
HCIE-
Security
HCIE-
VC
HCIE-
UC
HCIE-
Cloud
HCIE-
Storage
HCNA-
CC
HCNP-
CC
HCIE-
CC
Routing &
Switching
Trans-
mission
WLAN Security VC UC CloudStorageCC
Certification Programs and Training Fund
Specialist
Certification
Career Certification
HCNP-R&S
15 Days
No Pre-certified skills
Previously certified by
other vendors
Huawei Authorized Learning Partner
(HALP)
VUE
HCNP-R&S Fast
5 Days
Sales
Specialist
Pre-sales
Specialist
Solution
Specialist
Field
Specialist
Associate
Professional
Expert
Specialist
Certification
$$$ Save YOUR training investment by
our free trainings and exam vouchers
scheme for our pre-qualified partners

11. 11
First Order Support
Hands-On Enablement
 Free Onsite Supervision Support for First Order Support
 Free Onsite Training for First Order Support
 Partner should be CSP
 Product should be Category B
 Have at least 1 engineer with Huawei certificate
 Every partner only can apply 2 times at most for similar product
 Maximum 1 week support will be provided
Conditions

12. 12
Huawei Channel Genius Club
 A Platform to Enhance Partner Engineers’ Technical Skills.
 Open to all Partner Post-sales Engineer.
 Gain and redeem points on various gifts (up to 600 USD).
Successful
Story
Ordinary 10
Career
Certification
HCNA 20
Excellent 30 HCNP 50
Activities
Genius sharing
seminar(Lecturer)
100 HCIE 500
Genius sharing
seminar(Participant)
10 Skill
Enablement
Technical training/Product
training
5
HCIE training workshop 10
How to Join?
Engineers and technicians of Huawei certified partners based in Hong Kong who have acquired HCNA or
above certificates.
Channelservice_SEA@huawei.comAny enquires, please email to:

13. 13
HCIE-R&S Certification Program
Admission: Employees of Huawei certified partners in XXX
Program Duration: 1st June 2014~30th June 2015
Eligible Candidates: Certified channel partner engineers who were already
acquire certificate(R&S) from other vendors
Incentive:
 Free vouchers for written exam, lab test and interview (incl. one make-up exam)
 Winner to get Huawei P7 handset as a gift

14. 14
Service sales rebate
Service delivery rebate*
CSP Incentive
Services
List Price
Service
Rebate
Service
Discount
CoCare HiCare
5 star
CSP
[XX% off]
4 star
CSP
[XX% off]
3 star
CSP
[XX% off]
100%
Partner discount (XX% off)
*Service delivery rebate will be available soon
Service sales rebate
XX years discount (XX% off)

15. 15
Success Through service delivery authorization and support
Service
delivery
Support
Delivery
Authorization
Delivery Support
 Offer full SOP documents
 Setup a project supports
milestones
 IT tools end to end
supervision
 Real time remote support
Process insurance
 Training of network security
 EHS guide of delivery
 Daily activities guide
 Professional processes of
engineering and
maintenance
Driving improvement
 Engineering quality
inspection
 Customer satisfaction
survey
 Quality accident
backtracking
Category Delivery Authorization IP IT UC&C
A Huawei delivery CE12800
OceanStor
S18000
VTM
B Huawei or CSP delivery NE40/AR1200
OceanStor
S2600T/5500T
VP9030
C Partner or customer delivery AR150 S2200T TE30
D Partner or customer delivery HG8010 / eSpace 8850

16. 16
South-East Asia Resources
SEA Services Resources Overview
Global Technical Assistance centers (GTAC)
Regional & Country Technical Assistance centers
(TACs)
Global & Regional Spare Parts Operation center (SOCs)
Spare Parts Logistics centers (SLCs)
Service Resource centers (SRCs)
R&D centers
 1 Warehouse
 1 Training Center
 2 Authorized Learning
Partner
 24x7x4hr Spare and
Engineer on-sites SLA
 10+ Certified & Authorized
Service Partners
 200+ Enabled Partner
Engineers
 10+ Dedicated Enterprise
Service Staff/Experts
 1 Regional TAC in Malaysia
 10 Spare Part Centers/Warehouse
 3 Training Centers
 4 Authorized Learning Partners
 30+ Certified & Authorized Service
Partners
 1000+ Enabled Partner Engineers
 50+ Dedicated Enterprise Service
Staff/Experts
Hong Kong & Macau Resources

17. 17
Remote Technical Support
Customer Support OfficeRegional TAC in Malaysia
 24x7 operation
 20 Seats
 Capacity of 100K + nodes
 Multilingual support: English,Indian, etc
 Issue to Resolution (ITR) Process
 iCare & Salesforce
 ISO 27001
 Service Desk, Fault Management,
Performance Management System
Call center
Hot Line:
+852 2121 0099
E-mail :
MYEnterprise_TAC@huawei.com
Technical Support Office

18. 18
Training Resources
Huawei
Training
Center
Test Center
Partner
•Transmission Product Training
•Access Network Product Training
•Technical workshops
•HCDA/HCNP-R&S (Now available)
•HCNA-VC (Now available)
•HCS-Presales-IP (Now available)
•HCS-Presales-Storage (Now available)
•HCIE-R&S (2015)
•HCNA-Storage (1H 2015)
•HCNA-Cloud (2015)
•HCNP-Storage (2015)
•HCNA-WLAN (1H 2015)
•HCNA-Security (1H 2015)
•HCS-Field-XXX (2015)
•Career Certificate Exam, HCNX
• Specialist Certificate Exam, HCS
Huawei Hong Kong office

19. 19
HALP in Hong Kong
Huawei Certified Systems
Instructor (HCSI)
Huawei HCS, HCNX
Certificate(Sample)
Huawei Authorized
Training Material
Hands-on Lab
Practice
(Physical/Remote)
Huawei Certification Training
地址：香港灣仔活道27號職業訓練局大樓9樓
查詢 : 2836 1922 電郵: peak@vtc.edu.hk

20. 20
2015 Training Schedule for Partners
Remark:
 HCNP-R&S fast-track only offers to candidate previously qualified of similar certification by other vendors.
 HCIE-R&S workshop will be held on quarterly basis
 Product workshops will be held monthly to enhance channel engineers’ skill and to catch up with new products
Area Level Partner # of class Q1 Q2 Q3 Q4
IP
HCNP-R&S fast-track VTC-Peak 2 Late Jan July
HCNP-R&S Routing VTC-Peak 2 March Aug
HCNP-R&S Switching VTC-Peak 2 Apri Oct
HCNP-R&S Performance VTC-Peak 2 May Nov
HCNA-IP VTC-Peak 4 Feb June Sept Dec
Security
HCNP-Security VTC-Peak 2 March Aug
HCNA-Security VTC-Peak 3 12th Jan June Sept Nov
WLAN
HCNP-WLAN VTC-Peak 2 June Oct
HCNA-WLAN VTC-Peak 3 June Sept Dec
Storage
HCNP-Storage Unifying storage VTC-Peak 2 March May
HCNP-Storage Big Data VTC-Peak 2 May July
HCNP-Storage Data protection VTC-Peak 2 June Aug
HCNA-Storage VTC-Peak 4 March April July Oct
Cloud
HCNP-Cloud VTC-Peak 1 Oct
HCNA-Cloud VTC-Peak 2 April Dec
Presales
HCS-Presales-IT VTC-Peak 2 Feb July
HCS-Presales-IP VTC-Peak 2 Feb July
VC
HCNP-VC TVS 2 June
HCNA-VC TVS 2 March Sept
Presales HCS-Presales-VC TVS 2 June Aug

21. 21
Internet security
 500+ Multimedia training
courses
 12,000 +/month online training
 E-lab for practice
 30% Self solve problems
 15,000/month enquiry & solving
 Inquire Spare parts status online
 8 ICT professional Boards
 400,000 +/month page views
 30,000 + software and patch
 100,000 +/month downloads
 100,000 + documentation
 160,000 + /month page views
 80 Service tool
 12,000 +/month downloads
Online self-service platform anytime anywhere
Enterprise Online Support Website
http://support.huawei.com/enterprise/

22. 22
Easy to do business , low investment and more efficiency
Outstanding in the market with reliable support platform to enhance customer
loyalty
More Choice, Profit and Opportunities with HSCP
Flexible business model collaborate and enable partner to sell and deliver
services to meet customer requirements

23. Copyright©2012 Huawei Technologies Co., Ltd. All Rights Reserved.
The information in this document may contain predictive statements including, without limitation, statements regarding the future financial and operating results, future product
portfolio, new technology, etc. There are a number of factors that could cause actual results and developments to differ materially from those expressed or implied in the
predictive statements. Therefore, such information is provided for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the
information at any time without notice.
HUAWEI ENTERPRISE ICT SOLUTIONS A BETTER WAY