LoginH3Care Resident Engineer Support
15-11-2019
Resident engineer support means that H3C arranges a network engineer to provide technical assurance service for the customer network on site at an important time of the customer (such as important conference and financial settlement day) or when the customer needs onsite support from the manufacturer for a long time. The service contents include the following:
Resident engineer support
Sequence No. | Service item module | Content description |
1 | Onsite network running monitoring | Assist in monitoring the running condition of the main network equipment |
2 | Real-time troubleshooting | Assist in onsite fault diagnosis and emergency recovery |
3 | Onsite spare parts support (optional) | The engineer carries the equipment to the site |
Onsite network running monitoring
It means that the resident engineer helps the customer monitor the running condition of the network in real time to ensure normal running of the network as well as locate and solve the network faults as soon as possible.
Onsite troubleshooting
Once a network fault is found during monitoring, the resident engineer should locate the fault cause immediately. If H3C product is faulty, the resident engineer can conduct troubleshooting and recover the running of the network as soon as possible through equipment reset, board reset, hardware replacement, software upgrade, configuration modification and equipment handover.
The resident engineer can carry one or two spare parts to the site. The customer should negotiate with H3C in advance to confirm the required spare parts model.
Note: The expense of this item should be calculated separately.
If the customer network is faulty and there are spare parts for replacement of the faulty equipment (including the backup machine provided by H3C), the resident engineer can replace the spare parts on site. If there are no spare parts for replacement, the resident engineer applies for them from H3C spare parts center immediately. The spare parts center will send the spare parts to the customer field as soon as possible, while the relevant expense should be calculated separately in line with the maintenance service contract purchased by the customer from H3C. After replacement, the resident engineer returns the faulty parts to H3C.
