Huawei EchoLife OT925-G User Manual page 93

EchoLife OT925-G
User Guide
5.2
How to Obtain Technical Support from Huawei
This section describes how to obtain technical support from Huawei.
You can go to the website (http://support.huawei.com) to ask for technical support. First you need
to apply for an account.
When you log in, select the location My support > My Requests to display a request page. You
need to click New Request to create a new ticket, where you should fill in some important
information for help.
Summary
This field contains 240 characters, so only a brief summary can be added. The summary should be
clear and concise.
The summary field should include product name, and provide a summary of the reported issue. The
format should be product name + summary of the issue.
Details
This field contains 5000 characters for information and needs to be as detailed as possible. It
should contain the information as follows:
Submit
When you finish all the contents, you can click the Save button to save your ticket. The system
saves and displays the information you have filled in.
You can click the Submit button to submit your ticket.
Issue 02 (2007-08-30)
Only device users (of the companies or organizations that have
purchased the products or services of Huawei) who have been
authorized by Huawei have the authority to view the My Request button.
Issue description
The detailed description of the issue, including:
When the issue occurs
Fault phenomena
What operations have been implemented by the customer
Other relevant information of the issue that the customer reports
Networking
The detailed networking (or attach detailed network diagram).
Software/Hardware version
This part should include the detailed software and hardware versions of the main control
board and the faulty board.
Customer/Engineer information
The name, contact number and the Email address (if possible) of the customer or
engineer who reports the fault.
Other information
The engineer should attach information of configuration, operation log and alarm
information.
Huawei Technologies Proprietary
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