HUAWEI TECHNOLOGIES CO., LTD. All rights reserved INTERNAL iSupport platform operation guide ISSUE 1.0

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 2 CONTENTS Login iCare System Change Login Password Create Service Request Find Service Request Update & Close Service Request Service Request handle Progress Notification Satisfaction Survey

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 3 Login iCare System iSupport URL: Input User Name and Password, click “Login” button to login

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 4 CONTENTS Login iCare System Change Login Password Create Service Request Find Service Request Update & Close Service Request Service Request handle Progress Notification Satisfaction Survey

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 5 Change Login Password 1. Click here to enter next page 2. Input new password and click “Update” button to change password

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 6 CONTENTS Login iCare System Change Login Password Create Service Request Find Service Request Update & Close Service Request Service Request handle Progress Notification Satisfaction Survey

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 7 Create Service Request (1/2) 1.Click here to enter next page For “Company level” contact: All SR of this company will display For “Personnel level” contact: The SR submitted by himself will display 2.Click here

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 8 Create Service Request (2/2) 1.Click here to select product with problem 2.Input Problem Summary 4. Click here to upload attachment 5.Click here to enter next page 3. Input customer Ticket No. in customer system

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 9 Create Service Request (3) 1. Select problem severity (critical/major/minor/inquiry) 3. Input problem specific description 4.Click here to enter next page 2. Input product version

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 10 Create Service Request (4) 1.Click here to Submit service request to Huawei Service Request No. Click here, system will create a template for this product. You can use this template if you create service request next time.

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 11 CONTENTS Login iCare System Change Login Password Create Service Request Find Service Request Update & Close Service Request Service Request handle Progress Notification Satisfaction Survey

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 12 Find Service Request 1. Select “Support” page 2. Can select service request directly 3. Can click this button to search service request 4. Can click this button to personalize show list

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 13 CONTENTS Login iCare System Change Login Password Create Service Request Find Service Request Update & Close Service Request Service Request handle Progress Notification Satisfaction Survey

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 14 Update & Close Service Request Find service request need be updated, then open it to update. If this SR need not handle ， you can cancel this SR If problem handle progress do not meet requirement,you can click this button to escalation If you confirm SR is resolved, you can click this button to close SR Click this button to update unclosed SR, you can input notes and upload attachment

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 15 CONTENTS Login iCare System Change Login Password Create Service Request Find Service Request Update & Close Service Request Service Request handle Progress Notification Satisfaction Survey

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 16 Service Request handle Progress Notification During service request handling, iCare system will send to customer automatically when service request’s status is: 1. L1-Workong in Progress 2. Solution Provided 3. Resolved 4. Customer Agree Suspend

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 17 CONTENTS Login iCare System Change Login Password Create Service Request Find Service Request Update & Close Service Request Service Request handle Progress Notification Satisfaction Survey

HUAWEI TECHNOLOGIES CO., LTD. All rights reserved Page 18 Satisfaction Survey If customer prefer survey, iCare system will send to customer after service request closed. Customer can click link to input survey comments, then click “continue” button submit survey comments

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