2023 H3C Star-rated Service Certification Standard

The H3C star-rated service certification is an integral part of H3C's distribution channels’ service and technical management system. This standard sets out H3C's specific requirements for after-sales service capabilities of channel partners.

A. Applicable Scope

H3C overseas market channels (AD/ACPD/ACP/CP) and service channels (ASP/ACSP).

B. Certification Requirements

For both market channels and service channels, H3C provides two means of certification: H3C Credits Program and H3C Technical Certificates. Each is available for every channel.

1. H3C Credits Program

To build H3C service ecosphere with channels, H3C takes the Credits Program as one of Stat-rated certification standards, to strengthen engineers' practical capability of H3C product through continuous empowerment.

H3C divides empowerment into three categories: certification, product and policy & process to meet business needs of channels through on-site or online training.

2. H3C Technical Certificates

Notes:

a) Channel credit is the integration of engineer credits and is valid for 1 year.

b) Engineers can earn credits in a variety of ways:

i. Training Credits: Participate in H3C online & offline technical training or obtaining H3C Job Qualification Certification.

ii. Knowledge Base Credits: Submit examples through the H3C Knowledge Base and receive credits after being reviewed and approved by H3C. (Knowledge Base: https://knowledge.h3c.com/theme/index)

iii. Web to Case Credits: Submit a case in a standardized manner and get credits after H3C's evaluation if it is helpful to the implementation and operation and maintenance optimization of H3C products & solutions. (Web to Case: https://www.h3c.com/en/Support/Online_Help/Web_to_Case/)

iv. Project Delivery Quality Credits: Deliver channel's own projects in a standardized manner and with excellent delivery quality. Credits will be awarded after H3C's evaluation and approval.

v. Instructor Credits: H3C authorized training instructors earn credits by organizing channel & customer training and providing feedback on training summaries.

c) Details for calculating credits please refer to Appendix 1 Credits Acquisition Rules.

d) A high-grade certificate can replace a low-grade certificate, and the engineer certificate used for star-rate certification must be valid for more than three months from the date of application submission

C. Star-rated Partners' Customer Service Responsibilities

H3C’s provision of channel services is based on the principle that "the seller provides service". That is, the partner making the order must assume final responsibility service to the project customer. Where technical problems occur in customers’ equipment during the maintenance period, the star-rated partner must monitor and handle these problems.

D. Personnel responsibilities

1. Service Manager:

The service manager, as the general person in charge of service, is fully responsible for the H3C product after-sales service business of the star partner, and the service manager's responsibilities are as follows:

a) First responsible person of H3C product delivery and support, service quality and customer satisfaction.

b) Understand the H3C certification policy and process, responsible for the preparation and submission of certification materials, certification status inquiry and tracking, certificate receipt, engineers’ account and other related information maintenance.

c) Understand H3C service policies and procedures and communicate them to relevant personnel in the company.

d) Understand the H3C spare parts policy and process and communicate them to the relevant personnel of the company.

e) Organize and coordinate engineers to participate in H3C training, online platform self-study, technical certification examinations and project delivery, and if there is a change in the personnel of registered engineers, they must inform H3C in a timely manner after the employee leaves (email or official website) and coordinate the filling of vacancies by other engineers of the same level within 3 months.

2. Registered Engineer

a) Minimum number of registered engineers: two-star >=2, three-star >=3, four-star >=4.

b) All H3C project deliveries must be led by registered engineers, and non-registered engineers are strictly prohibited to deliver alone.

c) Registered engineers can obtain an H3C job qualification certificate through the H3C learning platform: https://www.h3c.com/en/Partners/Partner_Resources/e-Learning_Center/.

d) Registered engineers can attend on-site & online intensive technical training organized by H3C.

E. Star-rate downgrade

1. Semi-annual review

H3C will review channels within the validity period of star certification every six months (January and July), and those who do not meet the service qualification will be downgraded:

a) For channels certified through credits, the credits in the last 4 quarters need to reach the relevant baseline.

b) For channels certified through certificates, the certificates need to be within the validity period.

2. The engineer certificate expires

H3C Engineer certificate is generally valid for 2 or 3 years. 3 months before the expiration of the engineer certificate, H3C will send monthly email reminders to the channel.

a) If the H3C channel engineer certificate (all H3C certificates such as H3CNE, H3CSE, H3CIE and other H3C certificates) is not replenished after the expiration of the old certificates, H3C will automatically downgrade the channel. After downgrading, channel needs to go through the certification process again.

b) Channel engineers need to renew his/her information on the H3C official website in time after re-taking the corresponding H3C certificate,

3. Resign of key personnel (service managers, registered engineers).

H3C pays attention to channel service managers and registered engineers, to see if they participate in H3C’s training and how they work and initiates the downgrade process if any key personnel leaves.

a) If the key personnel of the star-rated channel (service manager, registered engineer) leaves, the star-rated channel should take the initiative to declare (email or official website), and H3C will give a 3-month grace period. Downgrade takes place after 3 months if not replenished.

b) If the key personnel of the star-rated channel leaves and is not declared, the star-rate will be downgraded immediately.

c) After the key personnel of the channel is replenished, the certification application can be resubmitted.

4. Major events

Major events lead to a downgrade or blacklist. For example: serious customer complaints, fraud insurance, unauthorized distribution, etc.

F. Certification application process

1. Certification Application

a) Apply

i. Application link: https://www.h3c.com/en/Support/Policy_Dynamics/Channel_Service/

ii. Submit the application form according to the requirements of H3C-star-rated service certification, send it to the email: Int_service@h3c.com, and see "Appendix 02" for the application form.

b) H3C HQ First Examination

H3C HQ examines the submitted application materials and processes them within 3 working days. Status can be queried on H3C official website.

c) H3C Representative Office Review

H3C representative office service manager will communicate with the applicant about the certification within 5 working days to further review the partner's service qualification information.

d) H3C HQ Final Examination

After the final examination by H3C headquarters, the final opinion will be given to the applicant within 2 working days, and the channel approved will receive the star- rated certificate.

2. Application for renewal of certification

a) Renewal of certification confirmation: H3C sends a confirmation email for renewal of certification, and channels confirm by logging into the official website through the email link.

b) H3C audit: H3C audits channels service qualifications and gives results.

c) Passing certification: H3C will automatically generate star-rate certificates after passing the audit, and channels who pass the audit will receive electronic certificates.

G. Instructions

1. The star-rated certificate is valid for one natural year, and H3C will initiate the renewal program on January 1st of the following year.

2. During the validity period of the star-rated certification, channels can initiate a higher star certification application at any time if they have reached a higher-level standard.

3. Channels shall ensure the authenticity and accuracy of the information provided, and if any false information is found, H3C has the right to terminate their application or deactivate their stars.

4. Channels are not allowed to apply for the original star or even a higher star level within 3 months after downgrading.

5. H3C has the right to delay or prohibit the application in case of major events last year.

6. New application and renewal of certified channels follow this standard since the date of issue.

Appendix 1: Credits Acquisition Rules

Appendix 2: Star-rated Service Partner Application Form

This provision is effective from the date of issue, and the final interpretation right belongs to New H3C Technologies Co., Ltd.

Technology Services Dept. Int'l Technical Svcs. Dept.

January 29, 2023

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