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User Guide
D.1 Preparations Before Contacting Huawei
Before you get technical support from Huawei, collect fault information or prepare the
commissioning environment.
If a fault persists during routine maintenance or troubleshooting, contact Huawei technical
support.
To resolve the problem, make the following preparations before contacting Huawei:
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D.1.1 Collecting Fault Information
You need to collect the following information:
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D.1.2 Making Debugging Preparations
When you seek for technical support, Huawei technical engineers may help you to perform some
operations to further collect fault information or rectify the fault. Therefore, you need to make
certain preparations before seeking for technical support. Prepare the things that may be used,
such as the spare parts of each component, screwdrivers, screws, serial cables, and network
cables.
D.2 Getting Help from Huawei Support Website
This topic describes how to get help from http://support.huawei.com/enterprise.
Huawei provides timely and efficient technical support through the regional offices, secondary
technical support system, telephone technical support, remote technical support, and onsite
technical support.
The technical support system of Huawei includes:
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Issue 04 (2014-03-05)
D.1.1 Collecting Fault Information
D.1.2 Making Debugging Preparations
Your company name and detailed address
Name and telephone number of the contact person
Time when the fault occurred
Details of the fault
Device type and software version
Measures taken after the fault occurred and related results
Fault severity and deadline for rectifying the fault
Huawei headquarters technical support department
Regional office technical support centers
http://support.huawei.com/enterprise
Customer service center
Huawei Proprietary and Confidential
Copyright © Huawei Technologies Co., Ltd.
D How to Get Help
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