HEZO CoCare service packages HEZO CoCare service packages
Authorized maintenance services provided by the myHEZO team as a 4 star Certified Service Partner (CSP) in Poland. Thanks to them, partners and users can obtain full technical and service support for purchased CoCare service contracts at the L1 and L2 levels (diagnosis, verification and problem solving) in Polish, implemented locally by Polish certified engineers.
| Service Item | Basic | Standard | Premier | Standard Onsite | Premium Onsite |
|---|---|---|---|---|---|
| opening tickets | 24x7 | ||||
| Online support | YES | ||||
| Software Access | YES | ||||
| Advance Hardware Replacement | 9 x 5 x NBD-S | 9 x 5 x NBD | 24/7 x 4 * | 9 x 5 x NBDy | 24/7 x 4 * |
| Onsite support | NO | YES | |||
| Support language | Polish | ||||
| Contact and support location | MyHezo.pl | ||||
| Tel | 48 12 25 25 600 | ||||
| pomoc@myHEZO.pl | |||||
Services under HiCare and CoCare service contracts are provided according to the following levels:
- Basic 9x5xNBD-S - equipment shipped the next business day from the manufacturer's logistics hub.
- Standard 9x5xNBD - delivery of equipment or parts on the next business day, provided that the notification is confirmed before 3:00 p.m.
-
Premier 24x7x4 (P1/P2); 9x5xNBD (P3/P4) – depending on the priority of the request, components or devices will be delivered:
- P1/P2 - critical reports: unavailability of functions or their significant deterioration - within 4 hours of confirmation of the report,
- P3/P4 - the failure has no direct impact on performance, or the impact is minor - on the next business day.
| Priority level | Description/Definition |
| Priority 1（P1） | Critical impact on the client's business operations. |
| Priority 2（P2） | Priority 2（P2） Negative impact on material aspects of the client's business operations. The client is able to perform business operations, but their performance is degraded or severely limited. |
| Priority 3（P3） | Faults that have limited business impact and most operations remain functional. |
| Priority 4（P4） | Little or no impact on the customer's business operations. Includes information or assistance regarding the functionality, operation or configuration of your Huawei product and other questions. |
CoCare support features and comparison with HiCare services:
- first line support provided by myHEZO as a Service Partner (CSP) of HUAWEI,
- access to the knowledge base on the HUAWEI portal,
- prioritizing critical issues,
- access to corrections,
- access to upgrades and new versions.
| Contact channel | HiCare | CoCare | HEZO AHB/SOS | warranty |
|---|---|---|---|---|
| TAC hotline | + 40 312291238 | +48-12 25 25 600 | +48-12 25 25 600 | |
| Operating language | English | Polish | Polish | Polish |
| Email: | eusupport@huawei.com | support@hezo.com.pl | support@hezo.com.pl | |
| Portal | support.huawei.com | myHEZO.pl | myHEZO.pl | helpdesk.vzam.pl |
HUAWEI CoCare Service is a form of technical support provided by a certified service partner, supported by HUAWEI's technical resources. If it is necessary to replace or repair the device, myHEZO orders the manufacturer to ship the equipment or components to the location indicated by the partner or user. Delivery can be made from the manufacturer's service centers in Europe and worldwide at the following levels:
Assistance AHB
As an extension of the warranty or HiCare/CoCare services, we offer additional service logistics:
HEZO Assistance AHB – Advanced Hardware Backup – is a service that ensures replacement in the event of a failure or provision of replacement equipment for the duration of repair. The replacement device is delivered to the site via courier or, in the case of longer time options, by dedicated transport throughout the country.
HEZO Assistance SOS – Service On Site – is the most advanced service service, guaranteeing replacement in the event of a failure or providing replacement equipment for the duration of repair. The service is performed at the device installation site by a certified engineer who will dismantle the damaged device, install, connect and launch the new device and install the appropriate OS version as well as the last copy of the configuration provided by the user.
HEZO AHB and HEZO SOS services are available in the following guaranteed time options:
| Service | Receiving applications | On-Site Presence (SOS) | Device Delivery (AHB) |
|---|---|---|---|
| 8x5 NBD | From 9:00 a.m. to 5:00 p.m., on working days (Mon-Fri) | next business day | next business day |
| 24x7xNBD | 24 hours a day, 7 days a week | next business day | next business day |
It is possible to price other time variants for the services provided according to the customer's needs, e.g.: 8x5x8 or 24x7xNBD
Each service request is subject to verification, which involves collecting technical intelligence, sending logs from the device or results of recommended device tests in order to eliminate problems related to configuration or software.
Delivery of devices for the AHB 8x5xNBD service is made on the next business day (Monday to Friday, excluding holidays) only if the request is accepted and confirmed by 3:00 p.m. Each shipment within this service is prioritized for urgent delivery.
Terms and conditions of service provision:
Request window - the time during which service requests are accepted.
8x5 - means the possibility of reporting 8 hours a day (from 9:00 a.m. to 5:00 p.m.), 5 business days a week (Monday to Friday), excluding holidays and statutory holidays.
24x7 – means reporting is possible 24 hours a day, 7 days a week.
Delivery time - this is the time in which the target or replacement equipment is delivered to the indicated place, measured from the moment the validity of the service request is accepted.
NBD - equipment delivery on the next business day. Delivery is made via courier.
8 h - equipment delivery within 8 hours of application approval
Response time - the period from the moment the service request is sent by an authorized user representative until the HEZO engineer contacts the reporting person, provided that this period is within the service hours. For myHEZO service services - the response time is always no more than 1 hour.
Report channel - a possible method of communication with the team of HEZO engineers providing service services. All service requests should be submitted via:
Telephone hotline: 12 25 25 600
Internet portal: myHEZO.pl
e-mail: pomoc@myhezo.pl
Each service request is subject to verification of the fault/damage through technical interview, performance of service tests and/or sending logs from the devices. Only after the notification is verified and its validity is confirmed, replacement equipment is delivered in accordance with the above guidelines.
To accept the report, it is necessary to provide the serial number of the failed device and the service contract number.
As part of the service, the user is obliged to return the damaged device within 7 days to the HEZO team or directly to the manufacturer, based on the received and prepaid bill of lading. Shipment details must be agreed as part of an open service request.
In case of escalation of the report, please contact us at: escalation@myhezo.pl or by phone at 12 25 25 502.
The full scope and list of activities performed as part of the implementation included in HEZO services are available from Exclusive Networks Poland trading partners.
HEZO services are provided by Exclusive Networks Poland S.A. - authorized distributor of Huawei solutions in Poland, compliant with the requirements of ISO 9001/2015 in the field of service services. Exclusive Networks Poland S.A. sells products and services exclusively through a network of authorized partners in CEE.