·             Help TiGO team to identify, fix, correct and solve the raised issuesfaults which TiGO team can not resolve.

·             Service configuration of OCS application at the requirement of TiGO.

·             Dealing with the query from TiGO engineer on duty in time, if necessary seeking for extra resources to get the solutionanswer.

·             If the Huawei O&M staff(s) is unable to provide the appropriate solution to a particular request, problem or fault, he shall contact other technical experts in Huawei office or the R&D experts in Huawei HQ to collect and exchange the information, and provide the resolution until the issue is resolved.

1.2               Knowledge Transfer

The objective of the knowledge transfer is to assist TiGO O&M staffs in improving the O&M knowledge and skills associated with Huawei application. After Huawei expert(s) resolve the issue, he will transfer the knowledge to TiGO team. Provide the case study, comment and analysis. According to it, Huawei will carry out:

·         Basic skills evaluation and making training objective for individual.

·         Technical trainings, including theoretical and practicing, combining theory with practice

·         Give guidance and advice to TiGO O&M staff(s) on routine O&M activities.

·         Case study, comment and analysis.

·         Report to TiGO about the training process and result periodically. TiGO can also monitor, participate the training process to achieve the best result if necessary.

1.3               O&M Assistance Report

The objective of the report is to sum up the work done by Huawei staff(s) or team, the achievements attained, to make clear the pending issues and hand over the work smoothly.

1.4               Escalation Procedure

This section refers to the escalation procedure. If TiGO considers that the time to take the corrective action by Huawei support consultant is not acceptable, TiGO can escalate the issue to Support Manager as level 1 escalation. Furthermore, if TiGO wants to escalate the issue to level 2, they can involve the Account Manager for the resolution of the issue. Furthermore, if TiGO wants to escalate the issue further then they can involve the Huawei Management for the resolution of that issue.

1.5               Error Log and Reporting

On a monthly basis Huawei will perform an audit for TiGO encompassing the operations of the OCS system. As a result of the audit, Huawei will prepare a report detailing the monthly activities.

Upon submission of the monthly reports and summary as aforesaid, a review meeting shall be held between the Parties with a view to achieving effective implementation of this agreement in light of the said reports and summary and other information pertaining thereto. Processes for review and allied matters shall also be mutually developed and agreed on by the Parties within a reasonable time.

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Is the problem resolved?

Y

N

O&M Assistance Staff

Start Problem Report Processing or Emergency Service procedure

Huawei Local CSC

Escalate the fault to Huawei Regional TSD

Huawei Regional TSD

Analyze, diagnose and try to resolve the problem

Is the problem resolved?

Y

N

Huawei Regional TSD

Escalate the fault to Huawei HQ TSD

Is the problem resolved?

Y

N

Huawei HQ TSD

Escalate the fault to R&D Department

R&D

Following the problem until it is solved

Confirm the problem is resolved

Huawei Local CSC

Temporary work-around Solution

Huawei Local CSC

Temporary work-around Solution

Temporary or final work-around Solution

Huawei HQ TSD

Analyze, diagnose and try to resolve the problem

O&M Assistance Staff

O&M Assistance Staff

Huawei Local CSC