PARTNER SERVICE NORMS V3.

2
Mar, 2023

Installation and Implementation

Technical Support

Cyber Security Compliance

Appendix List
ABOUT THIS DOCUMENT

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

technical engineers of partners. It describes service norms and processes that
can help partners' engineers appropriately carry out service activities, ensure Installation and Implementation
the compliance with customers' cyber security requirements, and improve
Technical Support
customer satisfaction with partner services.
Cyber Security Compliance
In case of any conflict between this document and local laws, regulations or
contracts, the local laws, regulations or contracts shall prevail. Appendix List

Service Partners Business Dept.

CATALOG
1. Installation and Implementation 2.3 On-site Services
Communicate On-site Service Arrangements
1.1 Preparation
On-site Service Preparation
1.2 Goods Acceptance
On-site Service Implementation
1.3 Handle Cargo Issues
Knowledge Transfer
Acceptance Conditions Installation and Implementation
Sign the On-site Service Report
Instructions on Handling Cargo Issues
On-site End of Service Procedure
DOA Status Query Technical Support
2.4 Handle Severe Incidents
1.4 License Distribution
Definition
1.5 Solution Implementation
Recovery Cyber Security Compliance
1.6 Penetration Test
2.5 High-Risk Operations
1.7 Handover and Closure
Appendix List
2. Technical Support 3. Cyber Security Compliance
3.1 Laws and Regulations
2.1 Handle Customer Service Requests (SRs)
3.2 Customer Security Regulations
Accept a Customer SR
3.3 Software
SLA
3.4 Access to Customer Networks
Handle the Customer SR
3.5 Customer Data Processing
Close the Customer SR
3.6 Account Management
Backlog Management
3.7 EHS
Escalation Management
3.8 Security Advisories and Notices
Quality Monitoring
3.9 Digital CERTIFICATE MANAGEMENT
2.2 Obtain Huawei's technical support
Create a Partner SR
Close the Partner SR
Spare Parts Services

Appendix List
1 Installation and Implementation
1.1 Preparation
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.
Installation and Implementation
• Obtain technical support from a Huawei TAC for installation and implementation.
• Manage projects in a visualized way. Preparation
• Become familiar with CSAT with the installation and implementation service. Goods Acceptance
Handle Cargo Issues
License Distribution

Action → Record basic project information in eISDP. Solution Implementation

Penetration Test

In eISDP, you are expected to: Handover and Closure

• Enter the project's customer information and view the CSAT survey results to improve
service quality. Technical Support

• Designate project delivery engineers and check their Huawei certification information
Cyber Security Compliance
to identify possible delivery risks.
Appendix List
 Action → Confirm the project plan and acceptance criteria with the customer.

Reach consensus with the customer on the project plan and arrangements through methods
such as keeping meeting minutes. The consensus may include:
• Estimated delivery time.
• Installation and implementation plan, as well as technical resource arrangements.
• Delivery items and scope of work (SOW). Installation and Implementation

• Acceptance criteria. Preparation

Goods Acceptance
Handle Cargo Issues
Action → Confirm the implementation plan with the customer. License Distribution
Solution Implementation
Communicate with the customer's technical personnel to become familiar with the Penetration Test
customer's technical environment (such as network topology), integrated commissioning
Handover and Closure
requirements (such as the application environment and client environment), as well as cyber
security requirements (such as the penetration test and network management system (NMS)
access). Technical Support

Reach a consensus with the customer's technical personnel on the design solution,
Cyber Security Compliance
implementation plan, and integrated commissioning service content through keeping record
of meeting minutes or other methods.
Appendix List
 Action → Mitigate high risks in operations.

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
through Service Request on the eISDP homepage, and develop mitigation measures.
Reach an agreement with the customer on installation and implementation along with
mitigation measures, including:
Installation and Implementation
• Possible impacts on business
• Service time and duration Preparation
• Operational risks and rollback plan Goods Acceptance
Handle Cargo Issues
License Distribution
Attention → Confirm the customer's requirement for a penetration test. Solution Implementation
Penetration Test
Confirm the penetration test requirement with the customer and incorporate them into the
project plan. Handover and Closure

Apply for technical support from a Huawei TAC through Service Request on the eISDP
homepage to obtain the remediation solution. Technical Support

THINGS YOU MAY NEED Cyber Security Compliance

Prepare the following before visiting the customer's site:

Appendix List
GENERAL MATERIALS: personal identification (ID) document, laptop, certificate to enter
and exit the customer's production environment (if involved), as well as technical
document(s) and operation manual(s) related to on-site services.
 HARDWARE SERVICE TOOLS: tools needed for hardware installation, such as a
screwdriver, 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.
ON-SITE SERVICE REPORT: pre-printed on-site service report.
Installation and Implementation
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. Preparation
Goods Acceptance
Handle Cargo Issues
1.2 Goods Acceptance
License Distribution
Arrive at the designated place at the required time.
Solution Implementation
Action → Upon arrival, report to the customer. Penetration Test
Handover and Closure
Report to the customer after arriving at the site, and communicate acceptance criteria and
arrangements with them.
Technical Support

Cyber Security Compliance

Action → Complete goods acceptance with the customer.
Appendix List
During goods acceptance, be sure that the equipment received by the customer:
• Matches the P/L.
• Matches the BOQ in the contract.
1.3 Handle Cargo Issues

TERMS
Term Definition
Cargo issues include DOA, damage of goods, shortage of goods,
Cargo issues
issues in delivery, and more goods delivered than ordered.
Installation and Implementation
The following situations are regarded as damage of cargo when Huawei
is responsible for the transportation and goods arrival signing: Preparation
Damage of cargo  The goods and/or the outer packages are deformed and/or damaged. Goods Acceptance
 The goods quantity is inconsistent with the POD. Handle Cargo Issues
 The goods are found damaged during unpacking inspection.
License Distribution

The type and quantity of goods actually delivered by the supply chain Solution Implementation
are inconsistent with those specified according to the contract quotation, Penetration Test
Wrong delivery
site survey, and configuration manual, including insufficient, excessive, Handover and Closure
and incorrect goods.
Technical Support
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 Cyber Security Compliance
it is powered on and put into operation.
Appendix List
TAC Technical Assistant Center
POD Proof of Delivery
1.3.1 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.
Cargo issues should be applied for based on signed PODs, technical review, and facts found
in investigation. If the outer package is damaged, report it on the POD, take photos for Installation and Implementation
archiving, and submit an application to Huawei. The personnel in charge of damage
information feedback must maintain the scene and original package. Preparation
Goods Acceptance

Attention → Damage of cargo can only be claimed within 14 days after a distributor/VAP Handle Cargo Issues
signs a POD. License Distribution
Solution Implementation
Required Information
Penetration Test
No. Information
Handover and Closure
1 Huawei sales contract No.
2 P/L No. Technical Support
3 Box No. of the damaged goods
Cyber Security Compliance
4 BOM
5 Photos of the SN and certificate of the damaged goods Appendix List

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

10 Transportation monitoring label
11 Incoterm Installation and Implementation
12 Insurance
Preparation
13 POD (Goods damage information must be specified.) Goods Acceptance
Handle Cargo Issues
Huawei will analyze the liability for goods damage based on the above information:
License Distribution
a. When the damage is caused by a partner and covered by the insurance purchased
Solution Implementation
by the partner, the partner shall claim from the insurance company and repurchase
goods from Huawei. Penetration Test

b. When the damage is caused by Huawei and covered by the insurance purchased Handover and Closure
by Huawei, report the damage to the insurance contact personnel of the Logistics
Dept for handling in compliance with the claim. Technical Support
c. When the damage is not covered by the insurance, the involved amount is lower
than the deductible, or the insurance claim period has expired, but it is confirmed Cyber Security Compliance
that the damage is caused by Huawei's logistics, Huawei will arrange for a
replacement. Appendix List
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
reported subsequently.
Installation and Implementation

WRONG DELIVERY Preparation

Huawei accepts only the cargo issue applications submitted by partners who directly Goods Acceptance
conduct transactions (distributors and VAPs) with Huawei. Other partners should contact
Handle Cargo Issues
Huawei's distributors for their cargo issues.
License Distribution
Attention → Wrong delivery can only be claimed within 30 days after a distributor/VAP Solution Implementation
signs a POD.
Penetration Test
Handover and Closure
Required Information
No. Information Technical Support
1 Huawei sales contract number
Cyber Security Compliance
2 Quotation
3 P/L No./Box No. of wrong goods Appendix List

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)
8 Clear photos of the original package label
Installation and Implementation

The application form and photos of the equipment involved in the wrong delivery must be Preparation
provided. The transfer of freight risks complies with the general rules of international trade Goods Acceptance
terms.
Handle Cargo Issues
For goods picked by channel partners, the buyer has the right to assign personnel to
Huawei's factory at its own expense to check the quality of the equipment, P/L, and packed License Distribution
items as well as the packing quality before each batch of contracted equipment is packed. If Solution Implementation
the personnel of the buyer find that the equipment is defective, does not comply with the
Penetration Test
specifications stipulated in the contract, or the P/L is inconsistent with the actual goods, they
have the right to report this to relevant personnel. Handover and Closure

Huawei takes all feedback seriously and takes the necessary measures to meet the
requirements specified in the contract within a reasonable period of time. If the buyer does Technical Support
not assign personnel to perform factory inspection, it is deemed that the buyer accepts
Huawei's management procedures for manufacturing and packaging before delivery. Cyber Security Compliance

Huawei will pack and ship goods according to its own management regulations and Appendix List
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.

A warranty period starts ninety (90) days after the date of Huawei's shipment or the first time Installation and Implementation
application of the warranty service, whichever is earlier. The start date of a warranty period
Preparation
shall not be later than ninety (90) days after the date of shipment by Huawei.
Goods Acceptance
Test products and sample devices are not included in the claim scope.
Handle Cargo Issues
Ensure that the original package is not damaged. If the whole device needs to be replaced, a
complete delivery list must be provided. License Distribution

Ensure that all seals on the host machine are intact, all labels on the machine are complete, Solution Implementation
and the hardware, pre-installed software (operating system) and drives are the original ones. Penetration Test
Required Information Handover and Closure

No. Information
Technical Support
1 TAC entitlement SR No.
2 Equipment SN and/or board barcode
Cyber Security Compliance
4 Date of fault
Fault symptom description (avoid only using the word "fault" and use specific Appendix List
5
terms)
6 Huawei sales contract number
7 Site
1.3.2 Instructions on Handling Cargo Issues

HANDLING PROCEDURES
A distributor or VAP reports a cargo issue to a Huawei TAC by referring to Create Service
Request.
If the TAC determines that the issue is DOA, the TAC will transfer the issue to the DOA
contact person of the rep office.
Installation and Implementation
If the TAC determines that the issue is not DOA, the distributor or VAP should directly
contact the DOA contact person of the rep office. Preparation
After confirming relevant information with the distributor or VAP, the DOA contact person of Goods Acceptance
the rep office will submit the application in the system, and the supply chain will arrange the
replacement and delivery. Handle Cargo Issues

After receiving the new equipment, the distributor or VAP will verify the goods, sign the POD, License Distribution
and deliver the new equipment to the contracted channel partners. The contracted channel Solution Implementation
partner will send the equipment to the end customer. Penetration Test
Handover and Closure
RETURN PROCEDURES
Properly pack defective parts, confirm the issue with the local DOA contact of Huawei, and Technical Support
send the parts to a Huawei-designated warehouse.
According to contract terms and conditions, defective parts shall be returned within 15 Cyber Security Compliance
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. Appendix List

Return: Defective parts shall be returned to Huawei within 10 working days after the
replenished products are received.
1.3.3 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
Customers for the purpose of managing software license entitlement.
Installation and Implementation
• Partners distribute software license to End Customers' accounts online.
• End Customers register their Uniportal accounts to get ESDP permission to manage Preparation
purchased software license online.
Goods Acceptance
Click here to visit ESDP [Link]
Handle Cargo Issues
Click here to visit Uniportal [Link]
License Distribution
Solution Implementation
Penetration Test
Handover and Closure

Technical Support

Cyber Security Compliance

Appendix List
 For more detail, please contact the channel service manager of the local Huawei representative
office.

1.5 Solution Implementation

Action → Obtain authorization for the installation and implementation service.

Installation and Implementation
Obtain the customer's permission or authorization (by writing or email) before using your
Preparation
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 Goods Acceptance
(see Appendix III Customer Network Access and Data Processing Authorization Form). Handle Cargo Issues
Before accessing the customer network, scan your laptop for viruses (using the antivirus License Distribution
software required by the customer if any) to ensure customer network security.
Solution Implementation
Comply with the customer's DC management requirements and device installation
Penetration Test
specifications, and perform operations according to the implementation solution and product
operation guide. Handover and Closure

Technical Support
Action → Check the quality of software and hardware services.
Cyber Security Compliance
In case of non-conformance items, make improvements with reference to Huawei Software &
Hardware Installation Quality Standards & Report Template. Appendix List

Click here to access the template: Huawei Software & Hardware Installation Quality Standards &
Report Template
 For more detail, please contact the channel service manager of the local Huawei representative
office.

1.5 Solution Implementation

Action → EULA Agreement authorization

Installation and Implementation
Communicate with the end customer, obtain the customer's written authorization, and agree
Preparation
to assist the customer in confirming the EULA during the delivery of equipment, hardware, or
software. Goods Acceptance
Handle Cargo Issues
License Distribution
Action → Software and Configuration delivery Solution Implementation
Penetration Test
Complete software and data configuration based on the detailed design. Complete Handover and Closure
mandatory security configuration items based on the security configuration guide in the
product manual.
Technical Support
Install and deploy patches based on the Patch Implementation Suggestion List officially
released. Cyber Security Compliance
Click here to visit Software Version Policy:
Appendix List
1.6 Penetration Test

Action → Apply remediation for vulnerabilities (if any).

Apply for technical support from a Huawei TAC through Service Request on the eISDP
homepage to obtain the remediation resolution.
Scan devices for security vulnerabilities in advance and communicate the results of the scan Installation and Implementation
to the customer.
Preparation
If there are any vulnerabilities fix them in a timely manner according to the customer's
requirements and the suggestions offered in the penetration report. Goods Acceptance
Handle Cargo Issues
License Distribution
1.7 Handover and Closure Solution Implementation

Action → Complete project summary, knowledge transfer, and deliverable handover. Penetration Test
Provide technical support contacts. Handover and Closure

Invite the customer's project director and stakeholders to hold a summary meeting to Technical Support
both introduce the project results and listen to the customer's comments.
Cyber Security Compliance

Appendix List
TRANSFER PRODUCT AND MAINTENANCE KNOWLEDGE
Basic device functions: modules, features, warnings, and more.
Precautions for routine maintenance: basic configuration, log collection, view and
transfer modes, precautions for hardware replacement, and more.

HAND OVER PROJECT MATERIALS

Product and technology materials
Project deliverables: overall resolution, and equipment archives. Installation and Implementation

Preparation
INFORM THE CUSTOMER OF HOW TO OBTAIN TECHNICAL SUPPORT
Goods Acceptance
If the customer purchases Hi-Care service products:
TACs: Global Service Hotline and Email Handle Cargo Issues
Technical support website: Huawei Enterprise Technical Support License Distribution
If the customer purchases technical support services of the partner: Solution Implementation
Technical support service hotline and email.
Penetration Test
The partner should purchase Co-Care services from Huawei to obtain Huawei's
technical support and spare parts. Handover and Closure

Return the authorized account to the customer and clear process data as required.
Technical Support

Cyber Security Compliance

Action → Invite the customer to sign the project acceptance report.
Appendix List

After project handover and closure, invite the customer to sign the project acceptance report.
 Action → Conduct the CSAT survey.

Enter customer information of the project, and begin the CSAT survey.
View the CSAT survey result, for low-scores, work with Huawei's channel service manager to
develop measures for service quality improvement.

Installation and Implementation

2 Technical Support Technical Support

Technical support services of a partner refer to the partner-branded technical support

Handle Customer Service Requests
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. Obtain Huawei's Technical Support

Generally, to receive technical support, customers will contact the partner by hotline or email. On-site Services

When a partner engineer encounters a major or severe incident that impacts the normal Handle Severe Incidents
operation of the customer's services or the fault cannot be located, the engineer must High-Risk Operations
immediately apply for technical support from a Huawei TAC.
Cyber Security Compliance
TACs: Global Service Hotline and Email
Technical support website: Huawei Enterprise Technical Support Appendix List

Online customer service: WeiKnow & Livechat

Technical forum: Technical Community
Countries/Rep offices: Huawei Branch Office
2.1 Handle Customer Service Requests (SRs)
A successful technical support process normally includes the following activities: gathering
customer SRs, matching SRs against entitlements, responding quickly, and following up on
resolutions.

2.1.1 Accept a Customer SR

Installation and Implementation
Action → Confirm the SR with the customer.
Technical Support

Accept an SR of the customer by email or hotline, ensuring excellent customer service. The
Handle Customer Service Requests
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

Cyber Security Compliance

You can use the following template when confirming the customer SR via email:
Appendix List
Dear Customer Company Name,
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:
collection OS and firmware version:
Key event/operation before the problem occurs: Installation and Implementation
Attached logs
Expected resolution Technical Support
Please fill your expecting resolution time to me
time
Handle Customer Service Requests
Obtain Huawei's Technical Support
Action → Record the customer SR. On-site Services
Handle Severe Incidents
Effective customer service request management across all delivery channels is
fundamental to support effective delivery. The partner service organization has well-defined High-Risk Operations
processes that are applied consistently.
Cyber Security Compliance
Create customer SRs on the partner's customer SR management platform, and ensure
that all appropriate information is gathered, including: Appendix List
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.

2.1.2 SLA
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 Technical Support
technical support services.
The following are response suggestions for customer SRs: Handle Customer Service Requests
Obtain Huawei's Technical Support
When the technical service contract signed by and between the partner and the
customer includes the SLA: Comply with the SLA. On-site Services

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

Severity P1 P2 P3 P4 Appendix List

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).

2.1.3 Handle the Customer SR

Upon receiving a customer SR, quickly provide a solution for the customer based on logs,
Installation and Implementation
alarms, and configurations, for example.
Technical Support

Action → Check if resolution involves any high-risk operations. Handle Customer Service Requests
Obtain Huawei's Technical Support
Check if the resolution involves any high-risk operations (see Appendix II High-Risk
On-site Services
Operation Scenarios). If high-risk operations are involved, apply for technical support from a
Huawei TAC. Handle Severe Incidents
High-Risk Operations

Cyber Security Compliance

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

Problem Description
Problem Analysis
Root Cause
Resolution Description Installation and Implementation

When applying the steps, if you encounter any problems or need technical assistance Technical Support
during operations, please contact me.
Email: xxx Handle Customer Service Requests
Phone: xxx Obtain Huawei's Technical Support
Kind regards, On-site Services
Name
Handle Severe Incidents
High-Risk Operations
Action → Update the customer SR.
Cyber Security Compliance
Update the customer SR on the customer SR management platform in a timely manner,
addressing: Appendix List
• 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.

2.1.4 Close the Customer SR

Action → Advise the customer to close the SR (showing the technical issue has been
resolved). Installation and Implementation

You can close the customer SR when:

Technical Support
• The resolution has been emailed to the customer.
• The customer has notified the resolution implementation result (the problem has been Handle Customer Service Requests
resolved) and no new problem has occurred within the following 24 hours.
Obtain Huawei's Technical Support
You can use the following template when advising the customer to close the SR via email:
On-site Services
Dear Customer Company Name, Handle Severe Incidents
As communicated, you have successfully applied the resolution we provided to you on High-Risk Operations
MM/DDYYYY, and the problem of the product (product model xxxxxx, SN xxxxxxxxxx)
has been resolved. No new problems have been identified since and related business has Cyber Security Compliance
been recovered.
I hereby invite you to close your SR. You can reply to the email to agree to the closure, if Appendix List
not, I will close the SR after three working days. If you have any new SR, please feel
free 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,

I provided a resolution on MM/DD/YYYY, however; I have not received your reply for more
than 30 days. Please confirm if the technical issue has been resolved, if not, I will close the Installation and Implementation
SR within X working days.
Technical Support
You can contact me at any time to restart your SR.
Thank you for your support. Handle Customer Service Requests
Kind regards, Obtain Huawei's Technical Support
Name
On-site Services
Handle Severe Incidents
High-Risk Operations
Action → Close the customer SR.
Cyber Security Compliance
Close the customer SR on the customer SR management platform in a timely manner,
including: Appendix List
• 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.
2.1.5 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.

2.1.6 Escalation Management

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
Technical Support
team.
The escalation needs to state whether it was requested by the customer or initiated Handle Customer Service Requests
proactively by the partner engineer, and must include corresponding stakeholders.
Obtain Huawei's Technical Support
On-site Services
2.1.7 Quality Monitoring Handle Severe Incidents
Partners are suggested to regularly monitor service quality and use the outcome to train High-Risk Operations
partner engineers.
To ensure consistency, partners may use a standard scorecard to rate the quality of the Cyber Security Compliance
monitoring session. It includes processes, customer handling skills, as well as technical
skills and satisfaction. Appendix List
The quality monitors give feedback to the partner engineers with the goal of improving future
performance, and they are regularly compared to ensure consistency.
2.2 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
• The troubleshooting progress cannot meet customer expectations
• Product hardware and software problems Installation and Implementation
• Lack of technical documents
Technical Support

2.2.1 Create a Partner SR Handle Customer Service Requests

EMAIL Obtain Huawei's Technical Support
On-site Services
Action → Create an SR via email.
Handle Severe Incidents
High-Risk Operations
Send an email to a Huawei TAC to create an SR by using the following template:
Cyber Security Compliance
Dear HUAWEI TAC,
This is Engineer Name from Partner Company Name. I received one service request from Appendix List
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!
Send an email to inform the end customer of transferring the issue to Huawei TAC by using the
following template:
Dear Customer Company Name,
This is to inform you that we will transfer your issue to Huawei TAC for further troubleshooting.
The following is the summary of the current issue status:
Problem Description
Serial Number Installation and Implementation
Organization
Name Technical Support
Phone Number
Handle Customer Service Requests
Email Address
Country Obtain Huawei's Technical Support

Product Model: On-site Services

Severity Handle Severe Incidents
End Customer High-Risk Operations
Expected Resolution Time
Cyber Security Compliance
Please understand that Huawei reserves the right to survey customers on partner's
service delivery and please hereby agree and provide the following contact information Appendix List
to Huawei:
Name: xxx
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.

The following table lists the regions and public email addresses supported by Huawei TAC.
Installation and Implementation
Huawei TAC Email Covered Region and Country
Technical Support
CEE & Nordic European, West
Romania TAC EUsupport@[Link] European, Australia, New Zealand Handle Customer Service Requests
Japan, Korea Obtain Huawei's Technical Support
On-site Services
Asia Pacific (Except Australia and
Malaysia TAC APsupport@[Link] New Zealand and Japan and Handle Severe Incidents
Korea) High-Risk Operations

Mexico TAC Lasupport@[Link] Latin America Cyber Security Compliance

Appendix List
Middle East, Southern Africa,
Egypt TAC MEAsupport@[Link]
Northern Africa
HOTLINE

Action → Create an SR by calling a Huawei TAC.

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

• SN/ESN of the Defective Equipment
• Defective Equipment Type
Installation and Implementation
• Customer Name

Technical Support
The following table lists the regions and public phone numbers supported by Huawei TAC.
Huawei TAC Hotline Covered Region and Country Handle Customer Service Requests
CEE & Nordic European, West Obtain Huawei's Technical Support
Romania TAC +40 312291238 European, Australia, New Zealand On-site Services
Japan, Korea
Handle Severe Incidents
Asia Pacific (Except Australia and New High-Risk Operations
Malaysia TAC +60 321686868
Zealand and Japan and Korea)

Mexico TAC +5244 23860919 Latin America Cyber Security Compliance

Middle East, Southern Africa, Appendix List

Egypt TAC +202 35353900
Northern Africa
 SR PORTAL/MOBILE APP

Action → Create an SR via SR Portal or HiKnow App.

Apply for privilege and login to SR portal or HiKnow App to create an SR online (see
Appendix VII Operation Guide for Creating SR via SR Portal Partner Version, Appendix VIII
Operation Guide for Creating SR via HiKnow App Partner Version for operation details).
Installation and Implementation

Action → Provide resolution to the customer. Technical Support

Fully understand the resolution provided by the Huawei TAC, check that it is effective and Handle Customer Service Requests
provide it to the customer as a partner-branded resolution (see Section 2.1.3). Obtain Huawei's Technical Support
2.2.2 Close the Partner SR On-site Services

Notify Huawei of the implementation results using the following email template: Handle Severe Incidents
High-Risk Operations
Dear Huawei TAC,
Cyber Security Compliance
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
Appendix List
identified, and related business has been recovered).
Please close my SR.
Thank you for your support.
Kind regards,
Name
2.2.3 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.
Huawei provides spare parts services based on the warranty contents and clauses of the
equipment or the service contract. Installation and Implementation
If a partner purchases Huawei's Co-Care services, the partner is the entity that applies for
spare parts services and returns defective parts. If a customer purchases Huawei's Hi-Care Technical Support
services, the customer is the entity that applies for spare parts services and returns spare
parts. Handle Customer Service Requests
Obtain Huawei's Technical Support
APPLY FOR SPARE PARTS
On-site Services
Partner engineers may create an SR through a Huawei TAC to obtain spare parts services.
Handle Severe Incidents
Provide the following information based on the Huawei RMA Application Form:
High-Risk Operations
• Equipment SN
• Barcode of the Defective Part (if involved)
Cyber Security Compliance
• Delivery Address
• Spare Parts Receiving Contact
Appendix List
The Huawei TAC will deliver spare parts according to the warranty terms or SLA in the
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: [Link]
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
behalf of the recipient must show his/her identity to the courier.

Installation and Implementation

RETURN DEFECTIVE PARTS
Defective parts must be returned promptly. Properly pack the defective parts and mark the Technical Support
ticket number in a prominent position on the outer package.
Hi-Care Repair Services: Huawei will arrange spare parts delivery after receiving defective Handle Customer Service Requests
parts. Obtain Huawei's Technical Support
Advance Replacement Option: Huawei will deliver spare parts first. A partner engineer is On-site Services
required to return the defective parts to a Huawei-designated warehouse within 15 working
Handle Severe Incidents
days after receiving the new parts. If defective parts are not returned before the due date for
partner reasons, Huawei will regard the situation as a violation according to relevant channel High-Risk Operations
policies and agreements.
• If the service contract clauses include defective parts pick-up, Huawei will arrange the Cyber Security Compliance
pick-up. If pick-up is not included, the partner engineer should arrange the return of
the defective parts. Appendix List

• If the equipment includes a defective part retention service, the customer or partner
can retain the defective parts.
2.3 On-site Services

2.3.1 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
customer includes on-site services (check if the service contract includes the SLA).
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
partner agrees to provide such services. Technical Support

The content for negotiation should include the purpose and content of on-site services.
Handle Customer Service Requests
Negotiate with the customer to determine the on-site service implementation time (avoid Obtain Huawei's Technical Support
service peak hours and sensitive times), and suggest a possible arrival time. Allow time to
On-site Services
communicate with the customer regarding the implementation plan.
Handle Severe Incidents
Follow the Partner Onsite Technical Support Quality Standard(Appendix VIV) to ensure the
High-Risk Operations
high quality service
Cyber Security Compliance

Appendix List
Action → Confirm on-site service arrangements with the customer.

You can use the following template when confirming on-site service arrangements with the
customer via email:
 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
Scopes xxxx
Please reserve the service window and provide any necessary assistance. If you have any Installation and Implementation
other requests, feel free to contact me.
Technical Support
My contacts:
Email:
Handle Customer Service Requests
Phone:
Obtain Huawei's Technical Support
Kind regards,
On-site Services
Name
Handle Severe Incidents
If the customer does not reply in time, contact the customer by phone to confirm the on-site
service arrangements. High-Risk Operations

Cyber Security Compliance

Action → Update the customer SR.
Appendix List
Update the customer SR management platform progress in a timely manner, covering:
• On-site service content
• Arrival time
If a customer SR management platform is not available, record the customer SR in a data
table.
2.3.2 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.
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
Installation and Implementation
operation.
Software packages and utility tools: upgrade software packages and utility tools Technical Support
downloaded from Huawei's official website.
On-site service report: pre-printed on-site service report. Handle Customer Service Requests
Prior to visiting the customer's site, confirm the arrival time in advance. In case of late arrival, Obtain Huawei's Technical Support
inform the customer in a timely manner. On-site Services
Handle Severe Incidents
High-Risk Operations
2.3.3 On-site Service Implementation
Arrive at the designated place on time. In case of delay, inform the customer in a timely Cyber Security Compliance
manner.
Appendix List
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
Service Content:
Installation and Implementation

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

Cyber Security Compliance

If the customer signs the on-site service application, it means that the partner engineer has
obtained the customer's permission for device or software operation and the authorized Appendix List
service account.
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.

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

Technical Support

Action → Confirm that the technical issue has been resolved. Handle Customer Service Requests
Obtain Huawei's Technical Support
Check if the technical issue has been resolved based on the solution content, and product
and solution knowledge. On-site Services

Invite the customer to jointly verify if the technical issue has been resolved and if related Handle Severe Incidents
business has been recovered. High-Risk Operations

Cyber Security Compliance

Action → Return the service account. Appendix List

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.
2.3.4 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
• Product information and device documentation
• After-sales service contact information (such as hotline and email address) of the Installation and Implementation
partner
Technical Support

2.3.5 Sign the On-site Service Report Handle Customer Service Requests
Obtain Huawei's Technical Support
Action → Invite the customer to sign the on-site service report. On-site Services
Handle Severe Incidents
Explain the benefits of signing the on-site service report to the customer, and consult the High-Risk Operations
customer about their feedback of the on-site service.
Cyber Security Compliance

Appendix List
 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:

Installation and Implementation

Customer (Signature) ______________________ Date _____________

Technical Support
On-site Technical Service Report Template
Handle Customer Service Requests
2.3.6 On-site End of Service Procedure Obtain Huawei's Technical Support
Properly dispose of tools, software, and construction waste before leaving the site. On-site Services
Handle Severe Incidents
Action → Update the customer SR. High-Risk Operations

Promptly update the progress of services on the customer SR management platform, Cyber Security Compliance
including information such as:
Appendix List
• Actual arrival time
• 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.
2.4 Handle Severe Incidents

2.4.1 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.
Resources need to be immediately utilized for handling (recovery and customer care) of
these incidents.
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. Technical Support
For the complete definition of service request severity, see Appendix I Service Request
Severity Level Definition. Handle Customer Service Requests
Contact Huawei TAC Hotlines Obtain Huawei's Technical Support
On-site Services
2.4.1 Recovery
Handle Severe Incidents
Arrive at the customer's site in a timely manner. High-Risk Operations
WHEN HUAWEI REMOTELY ACCESSES THE CUSTOMER NETWORK
Cyber Security Compliance
• Obtain the customer's authorization for Huawei's remote access. (For details, see
Appendix III Customer Network Access and Data Processing Authorization Letter and
Appendix List
Appendix IV Customer Network Data Processing Authorization Letter.)
• 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
case of any issues, promptly notify Huawei.
Installation and Implementation
WHEN HARDWARE NEEDS TO BE REPLACED
• Replace the hardware. Technical Support

• Confirm details of the replacement with the customer.

Handle Customer Service Requests
• Help the customer continuously observe the running status of the device. In case of
Obtain Huawei's Technical Support
any issues, promptly contact Huawei.
On-site Services

2.5 High-Risk Operations Handle Severe Incidents

Check if the resolution to be implemented is a high-risk operation in advance. High-risk High-Risk Operations
operations are identified by matching the following two items (see Appendix II High-Risk
Operation Scenarios). Cyber Security Compliance

• Customer product type

Appendix List
• Technical support service content
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.
3 Cyber Security Compliance

3.1 Laws and Regulations

Installation and Implementation
Comply with all applicable local laws and regulations, including those relating to the
protection of personal data and privacy, freedom of expression, and cyber security. Technical Support
It is prohibited to use the network to carry out activities that endanger national security and
public interests, steal or destroy other people's information, and damage the legitimate rights Cyber Security Compliance
and interests of others. Do not attack, damage customer network, or crack customer
accounts and passwords. Laws and Regulations
Do not disclose or disseminate data and information in customer network. Do not use the Customer Security Regulations
information and data of the customer's system for personal benefit or other illegal purposes.
Software

3.2 Customer Security Regulations Access to Customer Networks

Customer Data Processing
Comply with customers' regulations, requests, and contract terms when conducting service
Account Management
activities, including network access operations, personal data processing, and data transfer.
EHS
Ensure you are authorized by customers before entering or leaving customer equipment
rooms, network management centers, office areas, and high security areas (such as Security Advisories and Notices
government agencies and military), and comply with relevant management regulations. Digital Certificate Management
Partners assess cyber security risks of delivery entities. Employees engaged in technical
services shall attend enablement training on cyber security and service specifications. Appendix List
3.3 Software
You can obtain Huawei (or a third-party authorized by Huawei) software, patches, licenses,
and tools in the following ways, and verify software consistency using the method provided
by Huawei:
• Product packages Installation and Implementation

• Huawei Enterprise Official Website Technical Support

• Huawei's technical teams
Do not use or run Huawei software or tools that are not obtained through the above methods Cyber Security Compliance
on customer networks.
Laws and Regulations
Do not embed or implant illegal, unauthorized, or malicious codes or software, or any
Customer Security Regulations
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. Software

Do not use tools for data collection and performance analysis in customer networks without Access to Customer Networks
the customers' written authorization. Customer Data Processing
Account Management
3.4 Access to Customer Networks EHS

OBTAIN WRITTEN AUTHORIZATION FROM CUSTOMERS Security Advisories and Notices

Digital Certificate Management
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
are not approved by the customer. Appendix List

Remote access records initiated by partners can be managed and traced. The retention time
of customer data processing records and personnel operation logs meets local laws and
regulations.
 OBTAIN WRITTEN AUTHORIZATION FROM CUSTOMERS
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
are not approved by the customer.
Installation and Implementation
OBTAIN REMOTE ACCESS AUTHORIZATION FOR HUAWEI
When a partner engineer seeks service support from Huawei and needs Huawei's remote Technical Support
access software to access the customer network, they must obtain the customer's official
authorization. Without prior consent, Huawei cannot access the customer network. The Cyber Security Compliance
authorization documents must clearly show the customer has given their consent, such as
an email reply or scanned copy of the signature (see Appendix III Customer Network Access Laws and Regulations
and Data Processing Authorization Letter). Customer Security Regulations
Software
REMOVE VIRUSES ON ACCESS DEVICES
Access to Customer Networks
Before connecting computers, terminals, and storage media to customer networks, scan for
Customer Data Processing
and remove viruses to ensure that no malicious software or virus exists.
Account Management
EHS
3.5 Customer Data Processing Security Advisories and Notices
Digital Certificate Management
PROCESS CUSTOMER DATA
Before processing customer network data (including personal data), obtain written Appendix List
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
collect, transfer, modify, store, hold, process, or use any data or information in the customer
network.
Do not access or process communication content or personal data that violates user privacy,
such as voice files, short messages, precise location information, and keystroke logs.
Personal data should be anonymized before being exported. Do not use information and
data on a customer's system for personal gains or other unlawful purposes.
Installation and Implementation
Without the customer's written authorization, do not take equipment or storage media that
contain data (including personal data) about the customer network out of the customer's
premises. Technical Support

When the customer's authorization expires or the task is complete, delete and destroy the
Cyber Security Compliance
customer network data. When cross-border customer network data transfer is involved,
partners must ensure that the transfer complies with applicable laws and regulations and
Laws and Regulations
obtains customer authorization.
Customer Security Regulations

OBTAIN CUSTOMER DATA PROCESSING AUTHORIZATION FOR HUAWEI Software

When a partner engineer seeks service support from Huawei and needs Huawei services to Access to Customer Networks
process customer data, they must obtain the customer's official authorization. Without prior Customer Data Processing
authorization, Huawei cannot process customer data. The authorization documents must
Account Management
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). EHS
Security Advisories and Notices
DELETE DATA BEFORE RETURNING PARTS Digital Certificate Management
If spare parts are returned or DOA is involved in on-site services, notify the customer of data
deletion, remind the customer to delete data, and confirm the deletion of customer data Appendix List
stored in the parts. Before returning products or parts to Huawei, delete customer data
stored in the products or parts, including end user data.
3.6 Account Management
APPLY FOR AND USE A SERVICE ACCOUNT
You can use only the account authorized by the customer to log in to the customer's device.
Do not use other users' accounts to log in to customer network for operations. If you use a
shared account, obtain customer authorization.
Installation and Implementation
Without the customer's authorization, do not set any shared account or password, and do
not retain or use an administrator account or other unauthorized accounts.
Technical Support
Account permissions should be applied for based on the principle of least privilege. Confirm
with the customer about appropriate permissions, and avoid applying for account Cyber Security Compliance
permissions beyond the SOW.
Do not share account and password information. Laws and Regulations
Do not use customer accounts or passwords to create or handle trouble tickets on Huawei's Customer Security Regulations
IT systems. Software
Access to Customer Networks
RETURN THE SERVICE ACCOUNT
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. EHS

In case of changes in personnel, the access to the customer's systems and sites should be Security Advisories and Notices
canceled, and the held customer network data should be handed over to the customer or Digital Certificate Management
deleted.
Appendix List
3.7 EHS
Partners must comply with applicable EHS laws and regulations, as well as requirements of
customers, regulatory authorities, and other relevant parties, and perform operations under
the premise of personal protection.
3.8 Security Advisories and Notices

SUBSCRIBE TO ADVISORIES AND NOTICES

Subscribe to security advisories and notices of Huawei products promptly and advise
customers to subscribe to them. Subscription to security advisories and notices of Huawei
products will help you learn about security warnings and mitigation measures of Huawei Installation and Implementation
products quickly.
Click Enterprise Business Vulnerability Disclosure Site to learn more. And subscribe to Technical Support
security advisories in My Space - My Subscriptions in the upper right corner. Or you can
click Technical Support Subscription - My subscription & favorites - Security Bulletin Cyber Security Compliance
Subscription to subscribe security advisories.
Laws and Regulations
If you have any doubts regarding product security, contact the Product Security Incident
Response Team (PSIRT) (PSIRT@[Link]) or HUAWEI TAC. Customer Security Regulations
Software
TRANSFER ADVISORIES AND NOTICES Access to Customer Networks
Promptly transfer security advisories and notices released by Huawei to customers. Notify Customer Data Processing
customers of methods for subscribing to Huawei product vulnerability security advisory and
Account Management
advise the customer to subscribe ([Link] ) .
EHS
When a security incident occurs, actively cooperate with Huawei to handle the incident and
Security Advisories and Notices
reduce security risks as much as possible.
Digital Certificate Management

Appendix List
3.9 DIGITAL CERTIFICATE MANAGEMENT
SOLUTION DESIGN
In the network design phase, partner engineer communicate with the customer to confirm the source of
Digital Certificates issued on the live network. The customer selects the certificate management solution.
a) If the customer has its own CA, it is recommended that the customer‘s CA be used to issue Installation and Implementation
certificates. And the CA parameters are provided by the customer. If the customer does not agree to use
its own CA to issue certificates to Huawei equipment, use solution b) or c). Technical Support

b) If the customer does not have its own CA, it is recommended that the customer use the CA certificate
Cyber Security Compliance
issued by the product. (Integrated LiteCA on the NMS or CA built in the product management plane) .
The CA parameters need to be confirmed with the customer.
Laws and Regulations
c) If the customer does not have its own CA and does not accept the CA issued by the product, or the
Customer Security Regulations
product cannot provide the CA capability (for example, back-to-back interconnection), use the certificate-
free solution or use the long-validity Huawei Preconfigured Certificate . Software

SOLUTION DELIVERY Access to Customer Networks

Customer Data Processing
Refer to the product manual and deliver according to the specified certificate management solution
design. Account Management

SOLUTION HANDOVER EHS

Security Advisories and Notices
After the delivery, the partner hands over the digital certificate management solution to the customer,
including: Digital Certificate Management

1) Select one of the following certificate management solutions during product delivery: (a) Customer
CA, (b) LiteCA integrated with the NMS or CA built in the product management plane, or (c) Huawei Appendix List
Preconfigured Certificate.
2) Validity period of the certificate.
Appendix List

Appendix No. Name

I Service Request Severity Level Definition

II High-Risk Operation Scenarios Installation and Implementation

III Customer Network Access and Data Processing Authorization Letter Technical Support

IV Customer Network Data Processing Authorization Letter Cyber Security Compliance

Appendix List
V On-site Technical Service Report

VI Huawei Enterprise Services Customer Satisfaction Survey Form

VII Operation Guide for Creating SR via SR Portal Partner Version

VIII Operation Guide for Creating SR via HiKnow App Partner Version

VIV Partner Onsite Technical Support Quality Standard