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Supporting Network Stability

Supporting network stability is our paramount social responsibility. We strive to ensure that everyone is able to communicate, access data, and share information anytime, anywhere. We have established a comprehensive customer network support system that covers organizational structures, designated personnel, processes, and IT tools.

Huawei support center

Huawei has established two global and nine regional technical assistance centers. More than 4,500 Huawei customer support engineers and over 700 service project managers and technology directors provide 24/7 services worldwide. In 2018, we ensured smooth communications for more than 3 billion people, and supported the stable operations of over 1,500 networks in more than 170 countries and regions. We guaranteed network availability during more than 300 natural disasters and major events such as the magnitude 7.7 earthquake in Sulawesi (Indonesia), Ramaḍān in the Middle East, the FIFA World Cup in Russia, the Jakarta Palembang 2018 Asian Games, and the 18th Summit of the Shanghai Cooperation Organization in Qingdao (China).

14 Days of Persistent Efforts to Support Smooth Communications in Earthquake-Stricken Regions in Sulawesi, Indonesia

On the afternoon of September 28, 2018, a magnitude 7.7 earthquake hit Sulawesi, a province in central Indonesia, resulting in a tsunami. The disaster brought down telecom networks and communications services across the province.

Just five minutes after the earthquake, Huawei's Global Technical Assistance Center (GTAC) put together a network recovery team that started working around the clock to restore the networks. Huawei's Indonesia Representative Office formed an onsite repair team with 21 staff members that worked on a repair solution together with 17 GTAC experts and the customer. The onsite repair team also helped the customer repair the main network lines as well as key base stations that had been severely damaged.

Huawei's business continuity management team was committed to ensuring the safety of onsite staff. The team engaged with the Indonesian Red Cross and local healthcare institutions via multiple channels to provide vaccinations and other medical services to our onsite staff.

After 14 days of hard work, the onsite repair team restored 84 base stations and 3 backbone networks in 5 cities affected by the disaster.

At Huawei, we believe it is part of our social responsibility to protect lives and property by helping customers rapidly restore networks and ensure stable communications during disasters.

support team

Delivering Superior Network Services during the 2018 FIFA World Cup in Russia

During the 32-day World Cup in 2018, Huawei helped local carriers deliver superior services for private lines and live video. Throughout the event, there was not a single network disruption, incident, or complaint.

This was the result of the hard work of over 330 engineers from Huawei's Russia office and GTAC. Our engineers identified and resolved 134 network risks, and handled 346 emergencies to support video assistant referee (VAR) and live broadcasting at extremely low latency. During each match, around 32,000 spectators relied on ultra-high-speed, stable telecom services to transmit an average of 2.3 million images, videos, and text messages via the networks deployed inside the stadiums.

The customer expressed great appreciation to Huawei for our professional network assurance services, technical expertise, mature processes, and platform-based delivery capabilities, as well as our commitment to customer-centricity.

russia world cup

Huawei Enabled Smooth Communications during the 18th Summit of the Shanghai Cooperation Organization in Qingdao

The 18th Summit of the Shanghai Cooperation Organization was held in Qingdao, China. As the highest-level international event held in this city, the summit brought together senior government officials and international organizations from 18 countries.

The Qingdao government set up a leadership team to ensure the success of this event. Communications support was one of the team's focuses, and Huawei, as a provider of communications equipment, played an active role in supporting the event.

The Huawei communications support team developed a cyber security and user experience improvement plan for each of the event's five key locations: the May Fourth Square, the Qingdao Olympic Sailing Center, the Qingdao News Center, the Eight Great Passes, and Qingdao Liuting International Airport. In particular, network service quality remained excellent even when more than 8,000 spectators gathered in the May Fourth Square for a fireworks show. Communications services in the other four key locations were also stable and smooth throughout the event.

Huawei's Jinan Representative Office initiated a project as part of this event. Over a period of seven months, 246 Huawei employees handled over ten key tasks, including network inspection, network optimization, emergency drills, and risk mitigation. All of their efforts contributed to a successful event: There was not a single network interruption or complaint throughout the summit.

HUAWEI support team