Huawei provides a wide scope of high quality Technical Assistance Services to safeguard Customer's telecommunications networks, based on a complete support services portfolio. The Technical Assistance Services consist of:
Basic Technical Assistance Service
- Service Desk
- Problem Restoration and Resolution:
1. Remote access support
2. On site intervention
3. Fault correction
Huawei Technical Assistance Centre (TAC) provides a single point of contact (SPOC) to customers for all types of Customer service requests including problem reporting, technical enquiry, non-technical enquiry, assistance request, complaints, etc.
Based on different time coverage, two services are offered:
- Standard Technical Assistance Service (STAS)
As 5*8 normal business hours support.
- Emergency Technical Assistance Service (ETAS)
As 7*24*365 emergency support.
Extended Technical Assistance Service (Optional)
- Preventive maintenance
- Field Support Service
- Software Support in form of Software Upgrades and Updates
The above mentioned tasks are currently handled for English speaking EU customers in the following countries: UK, Ireland, the Netherlands and Scandinavia. Further expansion of the TAC will follow during 2006.
Contact information for the Service Desks and Single Points of Contact, including access languages, within Europe:
Note: English is provided as the access language in other countries.
