Huawei Secure Service Proposals

For 2017 Uganda Tangerine Network Expansion Project

HUAWEI TECHNOLOGIES (UGANDA) CO., Ltd

Secure Service Proposal for 2017 Uganda Tangerine Network Expansion Project

TABLE OF CONTENTS

1 Executive Summary..............................................................................................................5

2 Service Description...............................................................................................................5
2.1 Overview..................................................................................................................................................5
2.2 Description.............................................................................................................................................7
2.2.1 Definition of Terms..........................................................................................................7
2.2.2 Software Support............................................................................................................10
2.2.2.1 Help Desk.........................................................................................................................10
2.2.2.2 Remote CSR Handling...............................................................................................12
2.2.2.3 Remote Emergency Recovery..............................................................................13
2.2.2.4 Software Update..........................................................................................................15
2.2.3 Hardware Support..........................................................................................................16
2.2.3.1 Hardware Repair & Return.....................................................................................16
2.3 Assumptions........................................................................................................................................19

3 Delivery Description...........................................................................................................20

4 Liability...................................................................................................................................21
4.1 Limitations..........................................................................................................................................21

5 Huawei Background........................................................................................................23
5.1 Global Resource...............................................................................................................................23
5.2 Global Reach.....................................................................................................................................23

Appendix........................................................................................................................................23

Huawei Confidential Page 2 of 19

1 Executive Summary

The communication industry is rapidly developing and the network scale of customers becomes
increasingly large. The large-scale deployment of new technologies and new services bring
great risks and challenges for the stable running of customer networks.

Huawei secure service aims at a quick and effective response in case of a malfunction of
hardware or software as well as the provisioning of professional solutions for network
maintenance to ensure network operation. It's a win-win between customers and Huawei.

Based on Huawei's understanding of customer expectations, the secure service recommended

by Huawei includes Help Desk, remote CSR handling, remote emergency recovery, software
update, hardware repair & return.

2 Service Description

2.1 Overview
Huawei secure service includes software support and hardware support. Software support
service includes Help Desk, Remote CSR handling, Remote emergency recovery, On-site
technical support, Software update. Hardware support service includes hardware repair &
return.

Service Content Service Overview

Software Support

Serves as the interface and platform to provide technical

1 Help Desk support for customers. It receives, handles, and tracks
customer service requests (CSRs).

Includes technical enquiry and problem handling.

Technical enquiry service means Huawei engineers provide
answers to customers' queries of equipment functions,
Remote CSR
2 specifications, operation, and configuration during routine
handling
O&M.
Problem handling service means Huawei provides an
effective solution for the customer within the agreed SLA.

Provides remote support service for Tangerine to recover

Remote emergency
3 services immediately once network faces a critical problem
recovery
or in emergency.

Provides latest applicable software updates (including

4 Software update correction patches and basic performance enhancement
patch) to the customer, where needed.

5 Software update Provides implementation feasibility and risk assessment of

 installing software patches on customer commercial
assessment
networks.

Hardware Support

Huawei receives faulty spare parts from the port at the

Hardware repair & appointed receiving place, sends the faulty spare parts to
1
return the factory for repair, and returns the repaired spare parts to
the port at the appointed receiving place.

Service SLA:

Service SLA

1 Help Desk 7x24

Workaround Resolution
Service time time
Response
Problem level Availability (optional if (Resolutio
time
Period need) n rate:
70%)
2 Problem handling Critical 7 x 24 15 Min NA 14 CD

Major 5x8 30 Min 14CD 35 CD

Minor 5x8 30 min 28CD 56 CD

Technical Inquiry 5x8 120 min NA 15CD

7 x24 Recovery time: 6 H (traveling time is

3 Emergency recovery
not included)

4 Hardware repair & return 7x24 95% in 90CD(TAT:90CD)

NOTE

1 All SLA commitments in this proposal are meant for software problems or hardware problems with
spare parts prepared by Tangerine
2 All the time committed does not include any delay due to factors uncontrollable to Huawei. Such as:
1) If Tangerine requests resolution of an intermittent or non-repetitive problem, the time for observing and
identifying the problem shall not be counted in the time committed by Huawei.
2) Any delay caused by a third party or Tangerine’s reason or failure to reproduce the fault shall be
excluded from the time committed

2.2 Objects under Scope

After one year warranty expires, the following equipment will need technical support service. As per
agreed, the technical support will be provided as below:

Equipment QTY Software Support Hardware Support

 SRAN BTS(GL1800) 320 Basic Repair &Return
SRAN BTS(G1800+L800) 105 Basic Repair &Return
SRAN BTS(G1800) 270 Basic Repair &Return
BSC 1 Basic Repair &Return
MSOFTX3000 1 Basic Repair &Return
UMG8900 1 Basic Repair &Return
USN 1 Basic Repair &Return
UGW 1 Basic Repair &Return
CG 1 Basic Repair &Return
HSS(include Switch) 1 Basic Repair &Return
IPCLK3000 2 Basic Repair &Return
S5320 2 Basic Repair &Return
U2000(include switch&
2 Basic Repair &Return
storage)
TP481200B 1 Basic Repair &Return
TP48200A 650 Basic Repair &Return

2.3 Description

2.3.1 Definition of Terms

Unless otherwise stated, definitions of terms are as follows:
Customer Service Request (CSR):

It means service requests submitted by customer to Huawei technical assistance center (TAC)
or customer service center (CSC) by formal ways such as phone/Email/website/fax provided in
the contract. These service requests include technical inquiry, problem report and other service
requests.

Technical Enquiry:

It means the consultation of non-faulty questions about equipment functions, specifications,

operation, and configuration during routine O&M submitted by customers to Huawei. Evaluation,
optimization, and performance analysis of the entire network are excluded.

Problem Report

Problem Report means device problems submitted by customers to Huawei during the network
O&M. According to the definition in TL9000, problems can be classified into three levels: Critical,
Major, and Minor.

Critical Problem:

Critical means problems severely affect services, system processing capability, communication
traffic, charging, and maintenance and need to be rectified immediately. For example,
 Loss of service capability, such as the function loss of the entire switching system or
transmission system.
 Degraded system loading capability or traffic processing capability. For example, the system
cannot process the predetermined load.
 Loss of network security or emergency capability (such as the emergency call).

Major Problem:

Major problems can severely affect the system running, maintenance, and management. Pay
close attention to these problems. These problems are not that serious as Critical Problem
because they cause fewer impacts on system performance, terminal users, and the network
operation and profit of customers. For example,

 Degraded measuring function of any capacity or traffic volume.

 Loss of functional visibility and/or diagnostic capability.
 A temporary interruption of the system or subsystem. The accumulated duration is more than
2 minutes within 24 hours. Or the interruption is repeated during a longer period.
 DS1 (TL9000 index) or a wider rate scope/continuous and repeated degradation.
 Routine management failure.
 Maintenance or restoration operation failure.
 Degraded capability of the system in notifying critical or major problems.
 Increased fault reports related to products from terminal users.
 The error rate of accounting exceeds the specified value. Or the error in the system or
accounting database.

Minor Problem:

These problems are non-traffic affecting, and do not significantly impair the function of the
system or affect service to the end users.

Emergency Situation:

Emergency Situation means the widespread service restriction and management restriction
caused by critical problems which must be rectified without delay.

Response:

Response means that Huawei receives CSRs through channels agreed in the contract and
officially confirms the requests with customers.

Restoration:

In emergencies, all the possible measures are taken to restore services to the original state or
the state that can be accepted by customers.

Workaround:

A tentative plan is provided based on fault analysis to alleviate or eliminate the impact of faults
on the device. The tentative plan can ensure that the system runs stably before the final plan is
provided. The workaround solution includes but is not restricted to:

 Close unusable functions;

 Perform the restart manually;
 Close a part of the system temporarily;
 Restore to the configuration before modification;
 Rectify the incorrect operation process;
 Provide other preventive measures to prevent the same problem from recurring.

Resolution:

By analyzing faults and locating the problems, the final solution is provided and carried out to
eliminate faults and ensure that the device complies with technical specifications. The solution
includes but is not limited to:

 Answers to detailed questions.

 As for service requests that do not require product change, analysis of the root cause or
conclusion is provided.
 As for service requests that require product change, a software repair solution is provided.
 Suggestions, guidance, and alternatives are provided for troubleshooting.
 When faults which do not regularly occur cannot be replicated in the laboratories nor on the
customer site, methods or suggestions are provided
so that when the fault reoccurs, further fault location can be performed.
 As for CSRs which are beyond this agreement, explanations or other methods are provided.

Response Time:

Response Time means the interval from the time when Huawei receives CSRs through
channels specified in the contract to the time when Huawei officially confirms the CSRs with
customers.

Restoration Time:
Restoration Time means the interval from the time when Huawei officially receives CSRs to the
time when services of customer devices are restored. This does not include the travel time and
other delay due to uncontrollable factors.

Workaround Time:

Workaround Time means the interval from the time when Huawei officially receives CSRs to the
time when Huawei commits effective preventive solutions. This does not include the travel time
and other delay due to uncontrollable factors.

Resolution Time:

Resolution Time means the interval from the time when Huawei officially receives CSRs to the
time when Huawei submits solutions that can be effectively implemented. This does not include
the traveling time and other time delay due to factors uncontrollable to Huawei.

On site: Customers' offices, operation and maintenance centers, or equipment rooms.

Site: Places where Huawei devices are installed (such as customers' operation and
maintenance centers, equipment rooms).

SLA: SLA: Service level agreement. Statements of required responsibilities of each party to the
contract.
 POD: Proof of delivery.

RMA: Return material authorization, an approval to return faulty and redundant items to the
receiving place. The RMA number allows tracking of the return and helps guarantee the credit
worthiness of the deliverer.

TAT: Turn around time (TAT) is the time required to accomplish a specific task such as acquiring
a spare part.

Replacement part: Parts used to replace faulty ones.

Faulty part: Faulty, replacement parts.

Hardware: products provided by Huawei, excluding the third party products (such as
computers, modems, and cables) that run Huawei applications.

Software: applications in the products designed, developed, and provided by Huawei, excluding
the third party applications and operating systems.

2.3.2 Software Support

Software support service means the Supplier provides solutions for technical enquiry or problem
of Huawei telecom Equipments to Purchaser, including Help Desk , remote CSR handling,
remote emergency recovery, software update.

2.3.2.1 Help Desk

Help Desk serves as the interface and platform to provide technical support for Tangerine. It
receives, handles, and tracks customer service requests (CSRs).

Service Description

Help Desk serves as an interface for all kinds of CSRs (Customer Service Request) of
Tangerine received through phone, email, fax or web-based modes. Help Desk serves as a
platform to handle CSRs, including the creation, distribution, follow-up inquiries and closure of
CSRs and customer satisfaction feedback. Each CSR is allocated a unique ticket number
through the iCare System. Huawei can track and manage the CSR through the ticket number.
Tangerine can use the ticket number to track the process of the CSR handling.

Web-based handling means that Tangerine create, track and manage its own service requests
by logging in to Huawei's iSupport platform (http://icare.huawei.com). Additionally, Tangerine can
also download service request data to Excel through iSupport platform.

Figure 2-1 CSR handling flow: From recording CSR to closing CSR
 CSR Handling

Critical Emergency Critical Problem Handling

Recovery

Major/Minor Major/Minor Problem CSR

Handling Closure
CSR
CSR Catalog
Record and
Priority Technical Inquiry
Technical Inquiry Answer

Hardware Service
Application Replacement or
Return& Repair

Other Services

Responsibility Matrix

Responsibilities of Huawei and customer in Help Desk service

No. Activity Huawei Tangerine

Provide Help Desk hotline number and web-based access

1 R -
method.

2 Confirm the receipt of the CSR and create the CSR number. R A

3 Classify and prioritize the CSRs. R -

Distribute and handle the CSRs and track the process of

4 R A
CSR handling.

5 Survey customer satisfaction about the CSR handling. R A

Close the CSR if both parties confirm that the problem is

6 R A
solved.

2.3.2.2 Remote CSR Handling

Remote CSR handling service includes technical inquiry and problem handling. The technical
inquiry service provides Tangerine with consultation of non-faulty questions, such as queries of
equipment functions, specifications, operations, and configuration during routine O&M.
Evaluation, optimization, and performance analysis of the entire network is excluded. The
problem handling service provides solutions for Tangerine within the SLA agreed by both
Huawei and the customer.
Service Description

Remote CSR handling service includes technical inquiry and problem handling.

Technical Inquiry:

Technical inquiry service means Huawei engineers provide answers to Tangerine's queries of
equipment functions, specifications, operation, and configuration during routine O&M.
Evaluation, optimization, and performance analysis of the entire network is excluded.

After Tangerine's service request is received, Huawei engineers will analyze the request for
consultation, and its answer will be sent to the customer by phone, fax or email.

Problem Handling:

Problem handling service means Huawei engineers analyze the cause of a problem submitted
by Tangerine, and provide an effective solution.

During problem handling service, Tangerine is responsible for providing necessary information
and implementing the solution, and Huawei should provide remote assistance for the customer.

NOTE

During problem handling service, if Huawei engineers are needed to access the equipment remotely,
Tangerine shall provide remote access channels and authorized account and password. If the remote
access fails due to reasons not attributable to Huawei, the problem resolution time may be prolonged
according to the time it takes to solve the issue in another way (on-site or by sending information via mail).
Remote problem handling service is completed if:
 Tangerine accepts the solution.
 Huawei provides an effective solution. If Tangerine has doubt about the result of the solution
implementation, both parties will determine an observation period through negotiation. If the
fault does not recur during this observation period, the solution is considered effective.
 Tangerine neither accepts nor rejects the solution within 10 working days.
Responsibility Matrix

Responsibilities of Huawei and customer in remote CSR handling

No. Activity Huawei Tangerine

1 Provide the way of CSR application. R -

2 Respond to CSR within the SLA. R -

Escalation to corresponding expert backup team, if

3 R -
necessary.

Provide necessary symptom data and requested

4 information for trouble shooting, such as alarm data, A R
log, performance data, operation record, etc.

Provide temporary access license, authorized

5 account and password for remote support, if - R
necessary.
 6 Handle problems via remote access if necessary. R -

7 Provide remote support for problem handling. R A

8 Provide enough spare parts for trouble shooting. - R

Analyze the problem and provide a temporary

9 solution to recover the system back to the state it R A
was in before the problem occurred, if necessary.

Analyze the problem root cause and work out a final

10 R -
solution.

Implement the problem resolution, verify and

11 A R
feedback the results.

Confirm problem resolution result, and provide

12 - R
feedback on problem status.

13 Provide the Problem Handling Report if necessary. R -

2.3.2.3 Remote Emergency Recovery

Remote emergency recovery means the remote support service provided by Huawei for
Tangerine to restore services immediately once there is an emergency (for example, critical
problems occur on network devices during the O&M).

Service Description

In emergencies, Huawei provides 7 x 24 emergency recovery service to help customers restore

services to the original state or the state acceptable to Tangerine.

Tangerine apply for the emergency recovery service by phone. Huawei engineers will provide
service for the customer by phone or through remote connection to help the customer
implement recovery solution and restore services immediately.

NOTE
During remote emergency recovery service, if Huawei engineers are needed to access the equipment
remotely, the customer shall provide remote access channels and authorized account and password. If the
remote access fails due to reasons not attributable to Huawei, the problem resolution time may be
prolonged according to the time it takes to solve the issue in another way (on-site or by sending
information via mail).
Emergency recovery service is considered completed if:
 The customer accepts the answer or recovery solution to the problem. The device/service has restored
to the original state or the state acceptable to the customer.
 The emergency does not recur recently.
After the emergency recovery service is completed, Huawei provides service report for Tangerine which
includes detailed description about the service content and subsequent resolution suggestions.
Meanwhile, Huawei will help Tangerine adopt necessary preventive measures to prevent the emergency
from recurring.

Responsibility Matrix

Responsibilities of Huawei and customers in remote emergency recovery service

 NO. Activity Huawei Tangerine

Provide the application path of 7*24 emergency

1 R -
recovery service.

Report the emergency situation to Huawei by

2 - R
telephone in time.

Provide necessary symptom data and requested

3 information for emergency handling, such as alarm A R
data, log, performance data, operation record, etc.

Escalation to corresponding expert backup team, if

4 R -
necessary.

Provide temporary access license, authorized account

5 and password for implementation remote support, if - R
necessary.

6 Handle problems via remote access if necessary. R -

Provide enough spare parts for emergency hardware

7 - R
replacement.

Recover the system to the state before problem

8 R A
occurred.

Provide a service report that contains a detailed

9 description of the problem and recommendations of R -
actions.

2.3.2.4 Software Update

Software update means installing patches to solve version bugs, improve or enhance functions
(including correction patches and basic performance enhancement patch).

Huawei has a professional product line maintenance organization to analyze and rectify
potential defects or known defects to perfect the software. In this way, the customer's system
can be protected from software defects, updated in time, and maintain its best state.

Service Description
 Correction Patch
To deal with software defects, Huawei system version maintenance team will provide software
patches within the SLA to solve the problem.
Software defects do not include problems caused by the installation, maintenance, and
modification operation of the third party without Huawei's permission. Or problems caused by
the mixed use of Huawei software and non-Huawei software.
 Basic performance enhancement patch
Huawei will aperiodically provide basic performance enhancement patches to optimize the
performance of the current software version if available. Specifically, basic performance
enhancement patches can enhance the performance of existing functional features without
 changing the basic functions of the software, for example, optimization of user interface,
improvement of reliability and maintainability.
After each release of enhancement patch, Huawei will notify the customer of related information
and give suggestions on loading related patch update packs.
However, the provision of software upgrade, new features or new function is not
included in this service.

Responsibility Matrix

The responsibilities of Huawei and Customer in Software Update Service

No. Activity Huawei Tangerine

Routine search for and download patch software

1 R -
that can match existing networks.

Provide software patches, installation guidance

2 R -
and patch documents.

3 Receive updated software patches. - R

2.3.3 Hardware Support

Well-conditioned hardware is essential to the stable running of the system. Huawei hardware
support service repairs faulty spare parts within agreed time for Tangerine to ensure that the
customer network runs stably with sufficient spare parts.

The warranty period of the repaired or replacement spare part: 3 months starting from the time
when Tangerine receives the repaired or replacement spare part from Huawei. If the warranty
period of the original spare part exceeds 3 months, the warranty period of the repaired or
replacement spare part is subject to that of the original spare part.

2.3.3.1 Hardware Repair & Return

Service Description

Hardware Repair & Return means that Huawei receives faulty spare parts from the port at the
appointed receiving place, sends the faulty spare parts to the factory for repair, and returns the
repaired spare parts to the port at the appointed receiving place.

If faulty spare parts cannot be repaired in time or the repair fee is even higher than the cost of a
new spare part, after negotiation with Tangerine's engineers, Huawei will provide a replacement
spare part with the same function (feature, performance, and compatibility) for the customer,
and send the replacement spare part to Tangerine within the SLA.
The following contents are not included in the standard repair & return service:
1. The freight to send the faulty part to the receiving place appointed by Huawei, the tariff of
Tangerine's country, and other relevant fees.
2. On-site hardware replacement.
 NOTE
1) As for the board which has been repaired twice, Huawei scraps the board by the third time it is returned
for repair and provide a new board for Tangerine. This operation does not cost any additional fees.
2) As for the board which is returned for repair due to NFF, Huawei will provide a new board for
Tangerine. This operation does not cost any additional fees.

An Example of SLA:

Service Response
SLA Remarks
Type Time

1. 90 calendar days (TAT) are the interval from

the time when the faulty part is received at the
airport of the place where Huawei global faulty
part receiving center (HK/BJ) is located, to the
95% of SLA time when the repaired part or replacement part
Hardware
can be arrived at the airport of the place appointed by
repair&
accomplish 7 x 24
return the customer.
ed within 90
service
CDs 2. After the repaired part or replacement part
arrives at the customs of the customer's
country, the time spent on customs clearance
and the transport time from the airport to the
customer's warehouse is not included.

Responsibility Matrix

Responsibilities of Huawei and customer in hardware repair & return service

No. Activity Huawei Tangerine

1 Purchase and store sufficient spare parts. A R

Get replacement spare parts from the customer's own spare

2 - R
parts stock and perform on-site replacement.

Fill in and attach "Faulty Tag" to each faulty part and submit
3 A R
"RMA Application Form" to Huawei.

Complete customs clearance in the country where the faulty

4 - R
part is received.

5 Send the faulty part to the receiving port appointed by Huawei. - R

Complete customs clearance in China and send the faulty part

6 R -
to the maintenance factory.

7 Repair or return the faulty part. R -

8 Send the repaired or replacement part to the receiving port R -

 appointed by the customer.

Complete customs clearance and deliver the repaired or

9 - R
replacement part to the customer's country.

NOTE
Tangerine shall supply all order information by filling in the "Faulty Tag" & "RMA Application Form" via hard
copy fax or e-mail while contacts Huawei for RMA request. Huawei will not be responsible for delay or other
unexpected result caused by Tangerine's fault/mistake, for example, lack of information or wrong
information provided.

2.4 Assumptions
To provide secure service to Tangerine, solutions recommended by Huawei are based on the
following presumed conditions:
 Designate a qualified O&M employee to contact Huawei.
 Provide Huawei with service authentication and all the network data necessary for
troubleshooting and the making of spare part storage plan, maintenance plan, and labor plan,
such as information about the product, the NE, board bar code, version, and database, data
configuration, traffic statistics, alarm, and log (including but not limited to the preceding data).
 Provide Huawei engineers with spare parts or easily wear-down parts necessary for
problem location and troubleshooting.
 Deploy Huawei Citrix remote access solution (except that there exists remote access
environment that can satisfy remote access requirements) to enable Huawei technical experts
to rapidly get access to the network (on the condition that they have got authorization) and
provide technical support during remote troubleshooting and urgent fault recovery.
 Perform daily operation and maintenance on devices (including backup, checking log files,
and performing operations on device according to the operation process defined by Huawei).
 If on-site service is necessary, ensure that Huawei engineers can easily access sites, and
get the authority to operate relevant devices. The security of the working environment should
also be guaranteed.
 To safeguard the network operation and maintenance and guarantee the service, Tangerine
gives Huawei the authority to process its network data (personal data may be involved),
including transferring the network data to XX place and storing and using the network data
within the authorization validity period. (Optional)
 Tangerine promises that: 1) all the permission and authorization have been granted; 2) the
operation that Huawei performed on the network data of Tangerine should comply with the local
laws and regulations, especially those relevant to data protection. (Optional)
 If Tangerine requires retaining the data in back-to-fix products, it should ensure that
transferring the data out of the country does not violate the local laws, or that the data can be
transferred with authorization. If not, Tangerine can delete the data in the medium after backup
or entrust Huawei to delete that data, and then transfer the backup data overseas.
3 Delivery Description

Huawei's global customer service system is comprised of three levels: Local Support System,
Regional Support System, and Headquarter Support System.

Figure 1.1.1.1.1.1.1 Huawei global three-level support system

Level3
R&D Global SOC

CSR Escalation
HUAWEI

Platform
Level2 Regional
IT
GTAC
SOC

CSR Escalation

Level1 Local Spare

TAC
parts center

Service Application

Customer

TAC: Technical Assistance Center

GTAC: Global Technical Assistance Center
R&D: Research and Development Expert
Huawei Global Technical Support System
Huawei sets up a three-level technical support system to quickly respond to customers' service
requests (CSRs).

Level 1 Local Support System: delivers complete customer support 24 hours a day, 7 days a
week through LTACs. At present, there are 9 LTACs across the world. The level 1 support
system is the main platform for accepting CSRs.

Level 2 Regional Support System: includes 3 GTACs (China, Mexico and Romania) and
provides complete support 24 hours a day, 7 days a week for level 1 with the Follow Sun
operation.

Level3 Headquarter Support System: located at Huawei Headquarter in Shenzhen, China,

provides complete support 24 hours a day, 7 days a week for level 2. If necessary, the R&D
Department at Headquarter will provide in-depth problem-solving solutions.

Huawei Global Spare Parts Support System

 To meet global customers' requirement on hardware support services, Huawei built up a global
three-level spare parts support system. It includes the Global Spares Operation Center (GSOC)
in Shenzhen, China, two Regional Spares Operation Centers (Hong Kong and Hungary), and
more than 130 local spares part centers.

Delivery Process and IT Management Platform

To help Huawei organizations efficiently meet customers' needs, Huawei has developed a
service delivery process and advanced IT management platform to provide services such as
urgency recovery, problem solving, and spare parts support.

4 Liability

 Huawei shall provide secure services to Tangerine according to the contract.

 To guarantee Tangerine can get continual support service from Huawei, Huawei shall
inform Tangerine of purchasing secure services three months prior to the expiration of the
contract.
 Huawei has the responsibilities to inform Tangerine of the End of Service (EOS) information
for Huawei's products. After EOS, Huawei no longer provides support services for a certain
version of product.
 Huawei shall provide Tangerine with technical experts and high quality services in
accordance with industry practices and service level agreement (SLA).
 Huawei shall abide by the network security laws of the country where Tangerine locates
and the network security regulations rules of the Tangerine and has the responsibility to protect
the security of the customer's network data, including:
Obtain customer's authorization before logging in to customer's network to collect data.
Use the obtained data for processing service requests and developing plans for spare parts
reservation, maintenance, and human resource preparation.
Do not disclose and transmit network data. Delete data promptly once service requests are
closed.

4.1 Limitations
 All above mentioned support services are intended for the promissory Huawei telecom
equipments. Software and hardware of devices beyond the agreed scope are not within the
scope of service commitments made by Huawei.
 Vulnerable and consumable parts that are used universally such as bulbs, fuses and fans
are not within the scope of service commitments made by Huawei.
 Third party devices, including but not limited to antennas, hard disks, and batteries, which
the customer purchases from third parties, are not covered by the service scope of Huawei.
 If Huawei cannot fulfill its service commitments within the committed time period due to non-
Huawei causes, Huawei should be exempted from its committed SLA responsibilities and
obligations to compensate for non-fulfillment of the SLA commitments. If on-site services are
required, traveling time is not counted in the time committed by Huawei.
 If the customer requests resolution of an intermittent or non-repetitive problem, the time for
observing and identifying the problem shall not be counted in the time committed by Huawei.
  If the customer does not follow the contract to apply for spare part repair or return the faulty
hardware, Huawei shall not be liable for thereby caused SLA delay, property loss, and financial
damage.
 Huawei shall not be responsible for system damage directly caused by problems in the
customer's infrastructure.
 The following types of damage to Huawei devices are not within the scope of Huawei 's
service commitment:
1) Damage to Huawei Equipment because of force majeure (natural disasters, fires and wars)
2) Device damages arising out of normal consumption and wear.
3) Direct damage caused by failure to meet requirements already given in writing for system
running environment (such as external electromagnetic interference or malfunctions of interconnected
equipment).
4) Large scale damage to hardware or data of Huawei devices due to Tangerine negligence,
inappropriate operation or intentional damage.
5) Damage caused by Tangerine failure to run Huawei equipment in compliance with the
operation manual of the equipment.
6) System damage caused by third party or Tangerine reasons, including relocation and
installation of the system without conforming to Huawei requirements and damage caused by adjustment,
change or removal of identification marks without conforming to Huawei requirements.
7) System damage caused by Tangerine infrastructure.
 Because of Tangerine reasons, Huawei is unable to obtain key information, such as
information about products, NEs, and board codes, leading to authentication failures and failure
to provide technical assistance, for which Huawei does not accept responsibility.
 Because of Tangerine reasons, Huawei is unable to accurately and comprehensively obtain
network data information in time, influencing problem analysis, location and resolving, leading to
unfulfilled service delivery within the SLA time or even network security failure, for which Huawei
does not accept responsibility.
 A Secure and reliable remote access environment is the guarantee for delivering remote
technology support service within the SLA time. Because of Tangerine reasons, Huawei is
unable to remotely access the environment or the environment fails to meet requirements,
leading to unfulfilled service delivery within the SLA time, for which Huawei does not accept
responsibility
 (Optional) Huawei is exempted from any government agency or third party imposed claims,
responsibilities, obligations, costs, expenses, penalties, fines, confiscation and the negative
consequences of rulings caused by not conforming to laws and regulations because Tangerine
authorizes Huawei to reserve and use network data.
 Tangerine must request hardware support services in the maintenance period. Otherwise,
Huawei does not handle the request.

5 Huawei Background

5.1 Global Resource

Providing high quality service is one strategy Huawei uses to cooperate with carriers. Over the
past years, Huawei has been working on strengthening service solution competitiveness. In the
future, Huawei will continue to enlarge its strategic investment on services and explore
 customers' needs, so that it can provide customers with more valuable and competitive service
solutions and benefit customers consistently.
Huawei has excellent customer service capability. It has more than 130 service offices
worldwide and more than 3,500 certified service partners.

5.2 Global Reach

Huawei globally has set up 3 GTACs (China, Mexico, and Romania), 9 LTACs (America,
Mexico, Brazil, Romania, Russia, India, Egypt, Malaysia, and China), 9 global SOCs, 134
regional SOCs, 1 global repair center, and 16 regional repair centers, providing all-weather
technical support services to customers from more than 140 countries.

Appendix

Appendix1
Equipment list of Secure service.docx