www.hillstonenet.com 1 hillstone technical support introduction jan 2015
DESCRIPTION
3 3 Global Service StructureTRANSCRIPT
www.hillstonenet.com1 www.hillstonenet.com
Hillstone Technical Support Introduction
JAN 2015
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Hillstone Global Technical Support
Sunnyvale
Malaysia
Suzhou
Technical Supprot Center- Level I & II&III Technical Supprot Center- Level I & IIRMA Spare Part BaseLevel – I RMA Spare PartLevel – II RMA Spare Part
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Global Service Structure
Customer Customer Customer Customer
Hillstone Reseller Support（Level-l&ll）
Hillstone Distributor Support（Level-l&ll）
Hillstone Technical Support Center（Level-ll&lll）
8X5 Phone, 8X5 Mail, Onsite
8X5 Phone, 8X5Mail, Case Process
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Customer Technical Support Flow
Customer
Level-III
Level-I
Level-II
Onsite Support
Phone Support
Mail Support
CASE
Phone
CASE CASEDataBase
Customer Reseller Distributor Hillstone TAC Hillstone R&D
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Hillstone Standard Service
Service Content Standard Service
Phone Support 8✕5 (Valid License)Mail Support 8✕5 (Valid License)
WEB Support 8✕5 (Valid License) OS Upgrade 24✕7 (Valid License)Signature Upgrade 24✕7 (Valid License)Hardware Warranty Return & Replace(Valid License)
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Hillstone Case Severity Definitions
Priority Level Description
P1- Critical IncidentOverall system/network service is down, causing the basic function of device is not able to achieve; more than 1 hour business interruption or key business data loss.
P2- Major Incident
Device is working, but partial Outage/Major feature/function not working; basic device function degeneration caused by potential system/service breakdown problem, such as redundant device failure, monitor terminal failure etc.; less than 1 hour business interruption caused by hardware or software issues.
P3- Minor Incident Minor functional loss or poor performance issues, but no impact on customer’s key business.
P4- Technical ConsultingIssues that do not affect business operations. Normally, product functionality is intact, but assistance is required in installation or configuration of the device.
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Hillstone Case SLAPriority Initial Response Diagnosis Time Business Recovery Time Resolution
TargetP1 < 1 hour 4 hours 12 hours 6 days
P2 4 hours 12 hours 3 days 15 days
P3 12 hours 3 days 6 days 30 days
P4 24 hours NA NA 60 days
SLA Owner P1 P2
50% TAC Manager 2 Hours 6 Hours
75% TAC Senior Manager 3 Hours 9 Hours
87.50% VP of sales & VP of R&D 3.5 Hours 10.5 Hours
93.75% CEO 3.5 Hours 10.5 Hours
Hillstone Case Internal Upgrade Process
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Hillstone Professional Service
Onsite Support
Resident Engineer
Equipment install
Onsite Review
Onsite Guard
Remote Consultant
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Training and Certification Program
• Training Type Online Training Remote Training E-Learning (Self-Study)
• Examination Contact VUE OR Prometric
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Support Resources• Mail Support
• Knowledge Base Kb.hillstonenet.com
• Product Manual Site www.hillstonenet.com/resources
• Online Support (Zendesk support portal) ……..
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Thank You