C-1: Operation & Maintenance Support Service:
Operation & Maintenance Support Service of Huawaii is classified into various Service Level Agreements (SLAA) in line with different customers' needs; however, whatever the SLA is, corresponding services shall be provided to the letter by Huawaii. Standing behind high-quality service is our complete service equipment, high-quality and experienced technical team as well as complete support system conforming to strict ISO9001:2000 standard with flexibility of suiting the measure
Fault Processing:
If any fault occurs on a customer's network, Huawaii shall offer technical services in the way of distance fault diagnosis and on-site solutions. They include: network fault diagnosis and elimination, related software edition upgrading and parts replacement. Huawaii can offer fault processing services of different levels as per specific needs of the customer.
Software Upgrading:
With the authorization of equipment vendors, customers can obtain upgraded software editions of related equipment via Huawaii. All the network equipment is entitled such service.
Hardware Warranty
Hardware warranty service means that Huawaii shall be responsible for replacing broken parts for customers if any fault occurs on the customer's hardware during warranty period or service period. After receiving the report on broken parts, Huawaii shall fulfill warranty obligation and replace the broken parts on the hardware in line with operation process specified by equipment vendors.
Routine Inspection
In the period of maintenance services, Huawaii shall pay routine on-site inspections on network equipment and offer related reports, which can help the customers to have an in-depth knowledge of network operation and detect potential risks earlier.
C-2: Assessment & Optimisation Service
Assessment & Optimization Service is usually offered by a team of different roles. It involves face-to-face service offered to customers by ECCOM engineers; moreover, ECCOM owns a backing panel of technical experts in many fields with rich practical experience in CCIE and CISSP (many with double CCIE: R&S, Security, SP, etc.). Besides, the team also consists of many professionals such as service delivery manager and customer manager who shall play their due role and give full play to their talents.
Launch:
Formulate a detailed execution plan; Huawaii engineers install, configure and test assessment tools to guarantee successes in assessment.
Routine Assessment:
In line with the schedule made during launch, Huawaii service engineers will collect on-site network operation data, analyze and assess network operation in the last assessment period while the official assessment report can only be submitted after it is reviewed by Huawaii technical experts. Huawaii shall communicate with the customer and offer advice based on it.
Project Closure:
After completing all routine assessment, ECCOM engineers shall unload and take back assessment tools, so the project is closed.
C-3: Operation Outsourcing Service
Traditional IT support (maintenance) service is more or less responsive support service while Huawaii's operation outsourcing service turns responsive support service to a package service. Huawaii provides the customers with user-friendly and effective all-round service through voluntary monitoring and operation and maintenance management. This "Managed IT Service" offers the following items to customers:
Fault Detection:
Huawaii detects abnormal problems via receiving, analyzing and storing system information of the managed object.
Performance Monitoring:
Huawaii shall monitor and store for future analysis of performance indices of customers' systems in a real-time way: equipment CPU, memory utilization ratio, important portal flow and service status.
Voluntary Alarming:
Huawaii shall send warning information as per pre-set alarming strategy for detected abnormal problems or abnormal performance resulting from deviated standards.
Configuration Backup:
Huawaii shall routinely backup system configuration of managed object in line with back strategy to improve operation security and offer comparison with historical configuration to detect potential risks and solve the problems in a timely way.
Health Check:
Huawaii shall conduct a routine health check on managed object in line with the check strategy so as to prevent potential risks, which is an early-warning service.
Distance Operation:
Huawaii service delivery center can conduct distance operation on the managed object to offer quick response and reduce costs via system connection and in line with certain security strategy.
Report & Statement:
Huawaii shall offer real-time inquiry of historical data and generate complex statistics reports upon customers' requirements so as to offer data support for scientific decision-making.
Process Assistance:
Huawaii shall offer powerful process tools to customers and help them rationalize operation and maintenance orderliness; improve efficiency and effects in coordination with customers' operation and maintenance management.
