Star-rated Service Certification

HomeSupportPolicyStar-rated Service Certification

The H3C partner 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.

Applicable scope: H3C's overseas market channels (AD/ACPD/ACP/CP) and service channels (ASP/ACSP).

Certification Requirements

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

Requirements for After-sales Certification Engineers

Certification Description

Four-star

Three-star

Two-star

H3C Certified Network Engineer (H3CNE)

2

2

2

H3C Certified Senior Engineer (H3CSE)

2

1

 

Project Management Professional (PMP)

1

 

 

Min. number of personnel

4

3

2

Min. number of Named Engineer

2

1

 

Requirements for service support platform

Inspection Items

Four-star

Three-star

Two-star

After-sales service hotline

7×24

7×24

5×8

E-mail

-

-

Service Manager

Tracking system and handling process of customer issues

Automatic

Manual

Participation in service-related training, meetings, and forum organized by H3C within one year after obtaining certification

3

2

1

H3C Credits Program

To build H3C service ecosphere with channels. Since 2022, 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 (7), product (127) and policy & process (28) to meet business needs of channels through on-site or online training.

Requirements for credits

Registered engineers can acquire credits through:

ü  Completing H3C Empowerment training

ü  Passing exam

ü  Getting technical certificates

Four-star

Three-star

Two-star

Channel credits baseline

600

450

150

Min. number of registered engineer

4

3

2

Min. number of Named Engineer

2

1

 

Requirements for service support platform

Inspection Items

Four-star

Three-star

Two-star

After-sales service hotline

7×24

7×24

5×8

E-mail

-

-

Service Manager

Tracking system and handling process of customer issues

Automatic

Manual

Participation in service-related training, meetings, and forum organized by H3C within one year after obtaining certification

3

2

1

Notes:

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

b) Channels certified with stars must reach credit baseline. Fail to reach leads to downgrade of star. Successfully reach the next star-rate baseline leads to upgrade.

c) For channels that fail to reach the baseline and meet H3C Technical Certificate requirements, the International Service Support Department and the Channel Department of the International Business Department jointly issue an improvement notice, requiring channels to reach the standard or renew H3C technical certification within 3 months, or else downgrade or cancel the service stars.

d) For channels that fail to reach the baseline but meet H3C Technical Certificate requirements, the International Service Support Department and the Channel Department of the International Business Department jointly issue an improvement notice, requiring channels to reach the baseline while current star-rate.

e) Training credits = Basic Points * Training Type Quotient * Training Duration * Engineer Quotient * Difficulty Quotient * Strategic Quotient * Attendance Quotient + Test Scores, the total score is rounded to the nearest integer.  

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.

Star-rated Partners' Delivery Management Specification

1. The channel service manager is responsible for the quality of project delivery, ensuring compliance with H3C quality management specifications and supervision.

2. Projects must be delivered by the named engineer as the technical manager, and non-H3C certified and authorized engineers are strictly prohibited to deliver the project independently.

3. Named engineers must obtain H3C Service Certification, which is planned and required according to TOP5 products in each country. Online learning platform: e-Learning Center - About Us - H3C

Personnel Responsibilities of Channel Service Manager

1. Acts as an interface of partner service, coordinate service resources to support H3C products effectively. Communicate with H3C on service delivery quality on a regular basis.

2. Help to coordinate H3C certified engineers. If any changes in certified engineer staffing, the service manager must report it to the H3C office by mailing int_service@h3c.com within three working days of the employee's exit, and the vacancy must be filled with another engineer of the same level within three months.

3. Acts as the liaison person of spare parts and is responsible for handling the issues related to the spare parts of his company. Must know well about H3C's spare parts service policies and procedures, and communicate it to the personnel of his company.

Certification Process

1. Applying

The Service Qualification Applicant must submit the certification materials required by H3C star-rated certification policy via this email address: int_service@h3c.com. Materials for certification include Electronic Edition of Engineer Certificates and the application form for overseas star-rated certification.

2. Reviewing

H3C Overseas Delivery Support Department of International Service Support Department will review the materials submitted by partners and respond via email with a decision within three working days. Approved partners will receive an electronic edition of star-rated certificate. The Service Qualification Applicant must stand ready to receive these emails.

Instructions on Certification

1. Partners must guarantee the truthfulness and accuracy of all information they provide. If false information is found during certification process, or during the validity period of a star-rated qualification, H3C reserves the right to reject the relevant application for a star-rated qualification or to cancel the relevant star-rated qualification(s).

2. The validity of service qualification certificate lasts for one calendar year from its date of issuance. From April 1, 2022, star-rate certification application and renewal will be implemented in accordance with the standards of this document

3. H3C reserves the right to delay or prohibit service recertification of any partner at which critical service events are discovered to have occurred during the previous certification year.

4. In case of queries, please email int_service@h3c.com. or by phone on 0571-86763000

 

This regulation will take effect from April 1, 2022, and the final interpretation right belongs to H3C Technologies Co., Limited.