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Updated on 2024-10-12 GMT+08:00
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What Are the Advantages of Remote O&M Technical Support?

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Advantage

Faster Service Ticket Handling
  • More efficient service ticket handling: Your issues are handled effectively as soon as possible.
  • Simplified communication: Urgent issues are prioritized, and your technical service engineer helps you more efficiently communicate with engineers in a remote meeting.

Direct Expert Support
  • Extensive troubleshooting experience: A technical service engineer with extensive fault handling experience collects faults reported and works with product experts to address the issues as soon as possible from end to end.
  • E2E Support: The support service is available anytime. Your issues are responded to within 15 minutes and resolved in one stop. The technical service engineer identifies root causes, provides solutions (including short-term and temporary measures and optimizations), and continuously tracks progress until all issues are resolved.

Dedicated Chat Group
  • Dedicated fault reporting channel: Huawei Cloud provides a dedicated chat group for you to directly and efficiently communicate with O&M experts.
  • Better user experience: Issues are handled directly in the group. You do not need to wait for the reply from the service ticket system.

Service Response SLA

Service response SLA ensured: The response time varies depending on the fault severity. Specifically, the response time for an unavailable core production system must be within 15 minutes, an unavailable production system within 30 minutes, a faulty production system within 3 hours, a faulty system within 8 hours, and general guidelines within 16 hours.

Requirement Tracking
  • Requirement submitting channel: A channel is established for you to submit requirements for optimizing Huawei Cloud services. These requirements will be synchronized to product departments.
  • Requirement processing synchronization: You can provide the requirement number in your dedicated chat group to learn the progress.

Event Notifications

Cloud event notifications: If there are any emergencies, such as security vulnerabilities, viruses, and backbone network faults, or if there are any Huawei Cloud changes that may affect your services, the technical service engineer will promptly notify you in a dedicated chat group. This helps you perceive and handle faults in a timely manner.
  • As for dedicated chat groups, if you are international Chinese enterprises, use WeCom groups. If you are local enterprises, use HUAWEI CLOUD WeLink chat groups.
  • Huawei Cloud pre-sales solution engineers continuously track requirements.
  • Event Notifications are only available for V4 customers and above.
Parent topic: About the Service