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TP ON BU CHNH VIN THNG VIT NAM

PH LC

QUY TRNH H TR K THUT TRN


MNG MANE-HUAWEI
(km theo Quyt nh

/Q-VNPT-VT ban hnh ngy ../../2013)

MC LC
1. Quy trnh h tr k thut ................................................................................ 3
1.1.

Quy trnh chung ................................................................................................................ 3

1.2.

K hiu ............................................................................................................................. 3

1.3.

Quy trnh h tr k thut .................................................................................................. 3

1.3.1.

Quy trnh s 1a - VTN yu cu h tr k thut ......................................................... 3

1.3.2.

Quy trnh s 1b - Vin thng tnh yu cu h tr k thut........................................ 6

1.3.3.

Quy trnh s 2 - Quy trnh h tr thay th phn cng ............................................... 8

1.3.4.

Quy trnh s 3 - Quy trnh gi v xc nhn BC thc hin dch v trong qu ........... 9

2. u mi lin h ................................................................................................. 9
2.1.

u mi lin h h tr k thut ........................................................................................ 9

2.2.

u mi lin h h tr thay th phn cng .................................................................... 11

2.3.

u mi lin quan n vic gi v nhn bo co thc hin dch v trong qu .............. 13

3. Cc quy nh chung........................................................................................ 17
3.1.

Phm vi h tr ................................................................................................................ 17

3.2.

Cam kt h tr ................................................................................................................ 17

3.3.

Phn loi s c ................................................................................................................ 19

4. Cc biu mu s dng: .................................................................................. 22


4.1.

Mu biu s 01- Phiu yu cu h tr k thut .............................................................. 22

4.2.

Mu biu s 02 - Bin bn h tr ti hin trng........................................................... 22

4.3.

Mu biu s 03 - Phiu yu cu gi thit b ................................................................... 22

4.4.

Mu biu s 04 - Danh sch giao hng ........................................................................... 22

4.5.

Mu biu s 05 - Phiu thng tin phn cng li ............................................................. 22

4.6.

Mu biu s 06 - Bo co thc hin dch v trong qu .................................................. 22

4.7.

Mu biu s 07 - Bin bn nghim thu hon thnh dch v 3 thng .............................. 22

5. Thi gian tnh SLA ......................................................................................... 22


5.1.

i vi dch v h tr k thut....................................................................................... 22

5.2.

i vi dch v thay th phn cng................................................................................ 23

6. Phng thc truy cp t xa: ......................................................................... 23


6.1.

i vi thit b Router NE40E ....................................................................................... 23

6.2.

i vi thit b truyn dn OSN ..................................................................................... 23

1. Quy trnh h tr k thut


1.1. Quy trnh chung

Xut hin li

Quy trnh h tr k thut

Khc phc li hon ton

Cn thay th phn cng

Y
Quy trnh h tr thay th
phn cng

1.2. K hiu
Bn thng bo
Bn tip nhn
Bn phi hp

1.3. Quy trnh h tr k thut


1.3.1. Quy trnh s 1a - VTN yu cu h tr k thut
VTN

S hotline Huawei
Gi in thoi + Gi email thng bo li
(S dng mu biu 01 Phiu yu cu
h tr k thut)

(*)
Thi
gian
phn
hi

K s Huawei

Xc nhn vi i trng tn k s h tr,


sau thng bo cho k s

To ticket trn h thng


Lin lc vi khch hng xc nh mc li

Xc nhn mc li

(*) Thi gian phn hi: 15 pht i vi li nguy him v li ln, 30 pht i vi li nh, 60 pht
i vi yu cu k thut
Trng hp 1: i vi li ln v li nh
S hotline Huawei

VTN

K s Huawei

H tr x l qua in thoi
H tr x l li qua truy cp t xa
(VTN cung cp knh kt ni, user/password)

Yu cu xc nhn chuyn sang h tr ti hin trng

[1] T chi chuyn sang h tr ti hin trng

Tip tc h tr t xa, nhng khng cam kt thi gian khc phc hon ton SLA (*)

K s Huawei thng bo x l xong li

VTN xc nhn li x l xong

ng ticket trn h thng


[2] ng chuyn sang h tr ti hin trng

H tr ti hin trng

K s Huawei thng bo x l xong li


VTN xc nhn li x l xong v k vo bin bn h tr ti hin
trng (s dng mu biu 02 Bin bn h tr ti hin trng) (**)

ng ticket trn h thng

(*) Hai bn VTN v Huawei tin hnh xem xt li cc li ang pending khi c yu cu ca VTN.
(**)Bin bn h tr ti hin trng s c k bi cc cn b k thut trc tip tham gia ca 3
bn: VTN, Vin thng tnh, Huawei
Trng hp 2: i vi li nguy him

VTN

S hotline Huawei

K s Huawei

H tr khi phc dch v qua in thoi


H tr khi phc dch v qua truy cp t xa
(VTN cung cp knh kt ni, user/password)

Thng bo chuyn sang h tr ti hin trng

H tr ti hin trng

K s Huawei thng bo khi phc xong dch v

VTN xc nhn dch v khi phc xong

Tip tc h tr khc phc li hon ton

K s Huawei thng bo khc phc li hon ton


VTN xc nhn khc phc li hon ton (i trng 2 bn s tin hnh
xc nhn li phng thc h tr v k vo bin bn h tr ti hin trng
nu c, s dng mu biu 02 Bin bn h tr ti hin trng)
ng ticket trn h thng

(*) i vi trng hp yu cu chuyn sang h tr ti hin trng, k s Huawei phi chng


minh c s cn thit ca vic h tr ti hin trng trong vic m bo thi gian SLA ca li.
m bo thi gian x l li, trong trng hp khn cp (li nguy him), k s Huawei s
quyt nh phng thc h tr cn thit. Sau i trng k thut hai bn s tin hnh xc
nhn li phng thc h tr sau.
Ch :
- Cc s c cn onsite: sau khi cc k s huawei x l ti hin trng cc trung tm VTN cn
xc nh li cc vn :

Li ny c thc s cn onsite hay khng ?, nu li khng cn onsite m


huawei vn onsite th bo ngay cho b phn qun l hp ng khng tnh
vo thi gian onsite.
Cn b h tr onsite ca huawei phi l ngi trc tip x l li ch khng
phi l ngi trung gian thit lp knh h tr t cc chuyn gia khc. Nu k
s onsite khng trc tip x l li th khng tnh vo thi gian onsite.
Khi cn h tr onsite cc trung tm VTN cn bo iu hnh cng ty xin h tr onsite t
chuyn gia huawei.

Chc v
S in thoi
i trng k thut
VTN
Nguyn Quang Huy i trng k thut 0904368383
Huawei
Chu Quang Ha
T trng OMC VTN
H tn

Email

nguyen.quang.huy@
huawei.com

1.3.2. Quy trnh s 1b - Vin thng tnh yu cu h tr k thut


thng nht trong vic theo di v x l s c trn mng MANE do vy VNPT TTP ch
yu cu k thut trc tip t Huawei i vi cc li nh, v khng p dng dch v h tr ti
hin trng

Vin thng tnh

S hotline Huawei

VTN

Gi in thoi + Gi email thng bo li


(s dng mu biu 01 Phiu yu cu h tr k thut)
(*)
Thi
gian
phn
hi

Thng bo VTN
cng phi hp

K s Huawei

Xc nhn vi i trng
tn k s h tr, sau
thng bo cho k s

To ticket trn h thng

Lin lc vi khch hng xc nhn bt u h tr

H tr x l li qua in thoi

H tr x l li qua truy cp t xa
(VTN cung cp knh kt ni, user/password)

Yu cu xc nhn chuyn sang h tr ti hin trng

[1] T chi chuyn sang h tr ti hin trng

Tip tc h tr t xa, nhng khng cam kt thi gian khc phc hon ton SLA (**)

K s Huawei thng bo x l xong li

VTN xc nhn x l xong li


ng ticket trn h thng
[2] ng chuyn sang h tr ti hin trng

H tr ti hin trng

K s Huawei thng bo x l xong li


VTN xc nhn li x l xong v k vo bin
bn h tr ti hin trng (s dng mu biu 02
Bin bn h tr ti hin trng)
ng ticket trn h thng

(*) Thi gian phn hi: 30 pht i vi li nh


(**) i vi trng hp yu cu chuyn sang h tr ti hin trng, k s Huawei phi chng
minh c s cn thit ca vic h tr ti hin trng trong vic m bo thi gian SLA ca li.

Sau khi VNPT TTP yu cu h tr t Huawei th cn phi thng bo ngay cho VTN
cng phi hp x l.
Huawei sau khi nhn c yu cu ca VNPT TTP cn thng bo li cho VTN ti cc
trung tm VTN ng b li thng tin v phi hp x l.
Cng ty VTN sau khi nhn c thng bo t VNPT TTP hoc Huawei th tin hnh
phi hp x l nh cc yu cu mnh to ra.

1.3.3. Quy trnh s 2 - Quy trnh h tr thay th phn cng

VTN

SAP Huawei
Gi in thoi + Gi email yu cu dch v
(s dng mu biu 03 Phiu yu cu gi thit b)

Thng bo mc li ca ticket tng ng

Gi phn cng mi n a im VTN cung cp, thng bo vi VTN

B tr ngi nhn, kim tra v k vo danh sch giao hng


(s dng mu biu 04 Danh sch giao hng)
in thng tin vo phiu thng tin phn cng li + Gi phn cng li cho Huawei
trong vng 20 ngy (s dng mu biu 05 Phiu thng tin phn cng li)

Kt thc quy trnh

Huawei s giao phn cng thay th ti cc trm ca VTN cc tnh c thit b li tng
ng v vi thi gian ti a bng thi gian di chuyn ti a (trong hp ng).
VTN sau khi tip nhn phn cng s bn giao thit b cho VNPT TTP v cng vi VNPT
TTP thc hin thay th phn cng trn thit b.
Sau khi thay th xong phn cng VTN tip nhn vt t hng t VNPT TTP v chuyn v

Tr s ca cc trung tm VTN1, VTN2 VTN3 trong vng 15 ngy tr Huawei


Cng ty Huawei s ti cc trung tm VTN1, VTN2, VTN3 tip nhn vt t hng theo.

1.3.4. Quy trnh s 3 - Quy trnh gi v xc nhn BC thc hin dch v trong qu
Huawei

VTN1/2/3

VTN HQ

Gi bo co thc hin dch v trong qu


ca cc trung tm (s dng mu biu 06
Bo co thc hin dch v trong qu)
Kim tra trong 5 ngy lm vic. Trong trng hp
qu 5 ngy th bo co coi nh l xc nhn.
T chi bo co, gi ni
dung yu cu hiu chnh
Gi li bo co hiu chnh

ng v k xc nhn bo co
Gi Bo co tng kt thc hin dch v trong qu (s dng mu biu 06)
& Bin bn nghim thu hon thnh dch v 3 thng (s dng mu biu 07)
Kim tra trong 5 ngy lm vic. Trong
trng hp qu 5 ngy th Bo co & Bin
bn nghim thu coi nh l xc nhn.
T chi bo co, gi ni dung yu cu hiu chnh

Gi bo co tng kt qu hiu chnh

ng v k xc nhn vo Bo co tng kt qu v
Bin bn nghim thu hon thnh dch v 3 thng

Kt thc quy trnh

2. u mi lin h
2.1. u mi lin h h tr k thut
Huawei:
H tn
H Phng Mai

Chc v
Trung tm h tr dch
v khch hng
Nguyn Quang Huy i trng k thut
(d phng)

S in thoi
Email
84 4 3553 8000 /8 vietnamtac@huawei.com
0936237766
0904368383
nguyen.quang.huy@huawei.com

VTN/VTN1/VTN2/VTN3:
H tn

n v cng tc

S in thoi

Email

Phm Thy Phong

Ph Gim c VTN

0913200087

phongpt.vtn@vnpt.vn

H Anh Dng

Ph trng phng KTNVH

0902063456

dungha.vtn@vnpt.vn

Bi Minh Tun

Phng KTNVH

0936638968

tuanbm.vtn@vnpt.vn

Qun l IP

V Thanh Tng

Phng KTNVH

0908234868

tungvt.vtn@vnpt.vn

Qun l Truyn dn

Chu Quang Ha

Phng KTNVH

0902116886

hoacq.vtn@vnpt.vn

Qun l iu hnh

Nguyn Minh Phng

Ph Gim c VTN1

0904524848

phuongnm.vtn@vnpt.vn

Nguyn Vn Cng

Ph Gim c VTN1

0902172893

cuongnv.vtn1@vnpt.vn

T Ngc Tin

Trng KHVT-XDCB

0912908888/ 0932959898

tientn.vtn1@vnpt.vn

on Anh Tun

Phng KHVT-XDCB

0904470076

tuanda.vtn1@vnpt.vn

V Th Minh Phng

Phng KTNVH

0916096698

phuongvm.vtn1@vnpt.vn

11

L Trung Li

Trng i CMLT

12

Nguyn Minh Hu

i CMLT

0904642292

huenm.vtn1@vnpt.vn

13

Nguyn Vit Tin

i CMLT

0904689812

tiennv.vtn1@vnpt.vn

14

inh Hng Sn

i CMLT

0904404707

sondh.vtn1@vnpt.vn

15

Ng Hng Thi

Ph Gim c Trung tm

0918373783

thainh.vtn2@vnpt.vn

16

Phm c

Trng PKTVNH

0903602998

pddo.vtn2@vnpt.vn

Tn Tht Thun Ngh

Trng i CMLT

0918921510

nghettt.vtn2@vnpt.vn

Nguyn Khoa Tun Anh

Ph i CMLT

0918012393

tuananh@vtn2.vn

17

Nguyn Ngc Hin

Chuyn vin PKTVNH

0918443116

nnhien.vtn2@vnpt.vn

18

Phan Chu Nam

Chuyn vin PKTVNH

0909299639

pcnam.vtn2@vnpt.vn

19

T Thanh Quang

Chuyn vin PKTVNH

0909963196

quangtt.vtn2@vnpt.vn

20

o Ngc Lm

PG VTN3

0913491655

lamdn.vtn3@vnpt.vn

21

Phm Hu Duy Lam

Phng KTNVH

0914412455

lamph.vtn3@vnpt.vn

iu hnh

ng Vnh Phc

i HCMLT

0905225299

phucdv.vtn3@vnpt.vn

Chuyn mch/IP

23

Ng Minh c

Phng KTNVH

0914012745

nmduc.vtn3@vnpt.vn

iu hnh

24

Nguyn Duy Trng

Phng KHVT-XDCB

0903535585

truongnd.vtn3@vnpt.vn

Vt t

25

Nguyn c Dng

i NG

0914242442

dungnd.vtn3@vnpt.vn

Truyn dn

STT
1
2
3

10

VTN

VTN1

VTN2

22

VTN3

0913524477/ 0902261861

Ghi ch

Ph trch k thut

loilt.vtn1@vnpt.vn

2.2. u mi lin h h tr thay th phn cng


Huawei:
H tn
Hong Th H
Nguyn Th Hng (d phng)

Chc v
S in thoi
Trung tm h tr 0988566602
thay th phn cng
Trung tm h tr 0975670616
thay th phn cng

Email
hoangha.wx@huawei.com
nguyenthi.huong@huawei.com

VTN/VTN1/VTN2/VTN3:
H tn

n v cng tc

S in thoi

Email

Phm Thy Phong

Ph Gim c VTN

0913200087

phongpt.vtn@vnpt.vn

H Anh Dng

Ph trng phng KTNVH

0902063456

dungha.vtn@vnpt.vn

Bi Minh Tun

Phng KTNVH

0936638968

tuanbm.vtn@vnpt.vn

Qun l IP

V Thanh Tng

Phng KTNVH

0908234868

tungvt.vtn@vnpt.vn

Qun l Truyn dn

Chu Quang Ha

Phng KTNVH

0902116886

hoacq.vtn@vnpt.vn

Qun l iu hnh

Ng Tun t

Phng TXDCB

0903220008

datnt.vtn@vnpt.vn

Qun l hp ng

Nguyn Minh Phng

Ph Gim c VTN1

0904524848

phuongnm.vtn@vnpt.vn

Nguyn Vn Cng

Ph Gim c VTN1

0902172893

cuongnv.vtn1@vnpt.vn

T Ngc Tin

Trng KHVT-XDCB

0912908888/ 0932959898

tientn.vtn1@vnpt.vn

on Anh Tun

Phng KHVT-XDCB

0904470076

tuanda.vtn1@vnpt.vn

11

V Th Minh Phng

Phng KTNVH

0916096698

phuongvm.vtn1@vnpt.vn

12

L Trung Li

Trng i CMLT

13

Nguyn Minh Hu

i CMLT

STT

10

VTN

VTN1

0913524477/ 0902261861
0904642292

loilt.vtn1@vnpt.vn
huenm.vtn1@vnpt.vn

Ghi ch

Ph trch k thut

14

Nguyn Vit Tin

i CMLT

0904689812

tiennv.vtn1@vnpt.vn

15

inh Hng Sn

i CMLT

0904404707

sondh.vtn1@vnpt.vn

16

Ng Hng Thi

Ph Gim c Trung tm

0918373783

thainh.vtn2@vnpt.vn

17

Phm c

Trng PKTVNH

0903602998

pddo.vtn2@vnpt.vn

Tn Tht Thun Ngh

Trng i CMLT

0918921510

nghettt.vtn2@vnpt.vn

Nguyn Khoa Tun Anh

Ph i CMLT

0918012393

tuananh@vtn2.vn

20

Nguyn Ngc Hin

Chuyn vin PKTVNH

0918443116

nnhien.vtn2@vnpt.vn

21

Phan Chu Nam

Chuyn vin PKTVNH

0909299639

pcnam.vtn2@vnpt.vn

22

T Thanh Quang

Chuyn vin PKTVNH

0909963196

quangtt.vtn2@vnpt.vn

23

o Ngc Lm

PG VTN3

0913491655

lamdn.vtn3@vnpt.vn

24

Phm Hu Duy Lam

Phng KTNVH

0914412455

lamph.vtn3@vnpt.vn

iu hnh

ng Vnh Phc

i HCMLT

0905225299

phucdv.vtn3@vnpt.vn

Chuyn mch/IP

26

Ng Minh c

Phng KTNVH

0914012745

nmduc.vtn3@vnpt.vn

iu hnh

27

Nguyn Duy Trng

Phng KHVT-XDCB

0903535585

truongnd.vtn3@vnpt.vn

Vt t

28

Nguyn c Dng

i NG

0914242442

dungnd.vtn3@vnpt.vn

Truyn dn

18
19

25

VTN2

VTN3

2.3. u mi lin quan n vic gi v nhn bo co thc hin dch v trong qu

H tn
Nguyn Quang Huy
Hunh Trng Tr
Phm Hng

Chc v
PM khu vc min Bc
PM khu vc min Nam
PM khu vc min Trung

S in thoi
0904368383
0903451416
0914097399

Email
nguyen.quang.huy@huawei.com
tri.huynh@huawei.com
hung.pham@huawei.com

VTN/VTN1/VTN2/VTN3:
H tn

n v cng tc

S in thoi

Email

Phm Thy Phong

Ph Gim c VTN

0913200087

phongpt.vtn@vnpt.vn

H Anh Dng

Ph trng phng KTNVH

0902063456

dungha.vtn@vnpt.vn

Bi Minh Tun

Phng KTNVH

0936638968

tuanbm.vtn@vnpt.vn

Qun l IP

V Thanh Tng

Phng KTNVH

0908234868

tungvt.vtn@vnpt.vn

Qun l Truyn dn

Chu Quang Ha

Phng KTNVH

0902116886

hoacq.vtn@vnpt.vn

Qun l iu hnh

Ng Tun t

Phng TXDCB

0903220008

datnt.vtn@vnpt.vn

Qun l hp ng

Nguyn Vn Cng

Ph Gim c VTN1

0902172893

cuongnv.vtn1@vnpt.vn

Ph trch k thut

C Mnh H

TP KTNVH-VTN1

0913219287/ 0903218389

hacm.vtn@vnpt.vn

T Ngc Tin

TP KHVT-XDCB

0912908888/ 0932959898

tientn.vtn1@vnpt.vn

on Anh Tun

Phng KHVT-XDCB

0904470076

tuanda.vtn1@vnpt.vn

V Th Minh Phng

Phng KTNVH

0916096698

phuongvm.vtn1@vnpt.vn

12

L Trung Li

Trng i CMLT

13

Nguyn Minh Hu

i CMLT

0904642292

huenm.vtn1@vnpt.vn

14

Nguyn Vit Tin

i CMLT

0904689812

tiennv.vtn1@vnpt.vn

15

inh Hng Sn

i CMLT

0904404707

sondh.vtn1@vnpt.vn

16

Ng Hng Thi

Ph Gim c Trung tm

0918373783

thainh.vtn2@vnpt.vn

Phm c

Trng PKTVNH

0903602998

pddo.vtn2@vnpt.vn

18

Tn Tht Thun Ngh

Trng i CMLT

0918921510

nghettt.vtn2@vnpt.vn

19

Nguyn Khoa Tun Anh

Ph i CMLT

0918012393

tuananh@vtn2.vn

STT

VTN

10
11

17

VTN1

VTN2

0913524477/ 0902261861

loilt.vtn1@vnpt.vn

Ghi ch

20

Nguyn Ngc Hin

Chuyn vin PKTVNH

0918443116

nnhien.vtn2@vnpt.vn

21

Phan Chu Nam

Chuyn vin PKTVNH

0909299639

pcnam.vtn2@vnpt.vn

22

T Thanh Quang

Chuyn vin PKTVNH

0909963196

quangtt.vtn2@vnpt.vn

23

o Ngc Lm

PG VTN3

0913491655

lamdn.vtn3@vnpt.vn

24

Phm Hu Duy Lam

Phng KTNVH

0914412455

lamph.vtn3@vnpt.vn

iu hnh

ng Vnh Phc

i HCMLT

0905225299

phucdv.vtn3@vnpt.vn

Chuyn mch/IP

26

Ng Minh c

Phng KTNVH

0914012745

nmduc.vtn3@vnpt.vn

iu hnh

27

Nguyn Duy Trng

Phng KHVT-XDCB

0903535585

truongnd.vtn3@vnpt.vn

Vt t

28

Nguyn c Dng

i NG

0914242442

dungnd.vtn3@vnpt.vn

Truyn dn

25

VTN3

u mi VTN nhn phn cng mi ti 32 tnh:


I
TRM
VTN

STT

TNH

Bc Cn

BCN

2
3

Bc Giang
Bc Ninh

BGG

Cao Bng

CBG

in Bin

DBN

BNH

LCU
6

Lai Chu

7
8

Ha Bnh
Hi Dng

9
10

Hi Phng
H Nam

11

Hng Yn

12

Lai Chu

HBH
HDG
HGG
HNM
HYN
LCI
LSN

13

Lng Sn

14

Ninh Bnh

15

Nam nh

NDH

16
17
18

Ph Th
Sn La
Thi Bnh

PTO

NBH

SLA
TBH

A CH
Trm VTN BCN, T 1B Phng Ch Kin, Th x BCN,
Tnh BCN
Trm VTN BGG, 34 Nguyn Th Lu, P. Trn Ph, TP
BGG
Trm VTN BNH, s 62 Ng Gia T, TP BNH
Trm VTN CBG, s 58 ng Hong nh Giong, B
tnh CBG
Trm VTN BN, t truyn dn Lin tnh, Tng 2 Bu
in tnh BN.
Trm VTN LCU, tng 3, Trung tm Vin thng LCU,
Bu in LCU, s 185 ng Trn Hng o, P. on
Kt, Th x LCU.
Trm VTN HBH, s 85 ng C Chnh Lan, P. Phng
Lm, TP Ha Bnh, tnh HBH
Trm VTN HDG, s 1 i l H Ch Minh, TP HDG
Trm VTN HGG, Vin thng HGG, ng Trn Quc
Ton, P. Nguyn Tri, TP HGG, Tnh HGG
Trm VTN HNM, Bu in tnh HNM
Trm VTN HYN, s 4 ng Cha Chung, TP HYN,
HYN
Trm VTN LCI, s 020 Trn ng Ninh, P. Cc Lu, TP
LCI
Trm VTN LSN, tng 3 Bu in Ca ng, 12 Hng
Vng, TP LSN
Trm VTN NBH, Bu in tnh NBH, s 02 Trn Hng
o, TP NBH
Trm VTN NH, s 4 H Huy Tp, TP NH, Tnh
NH
Trm VTN PTO, 1468 i L Hng Vng, TP VTI,
tnh PTO
Trm VTN SLA, tng 2 Bu in Ching L, tp SLA
Trm VTN TBH, Bu in TBH, ng L Bn, TP

S IN
THOI

NGI NHN

S T NGI
NHN

GHI CH

0281 3870006

Trn Hoi Nam

091 6842469

vtnbackan@gmail.com

0240 3854942

L Vn ip

091 6736668

vtnbgg2012@gmail.com

0241 3822099

Nguyn Anh Tun

091 3038040

tuanphevtn1@gmail.com

026 3852472

L Thanh Ging

090 4824293

giangvtn1@gmail.com

0230 3824800

Nguyn Tun
Cng

094 6226229

tuancuong.vtn1@gmail.com

0231 3790088

Trng Cng
Hong

094 6506607

hoangtc.vtn1@vnpt.vn

091 2167192

hoanggiavtn@gmail.com

091 4616708

haiduongvtn@gmail.com

091 3277247

giangsonvtn1@gmail.com

091 8082639

hien.vtn.hanam@gmail.com

0351 3851240

Nguyn Vnh
Hong
Hong Vn Anh
Nguyn Giang
Sn
Nguyn Vn Hin

0321 3864408

Trn Vn X

091 2428297

tranxo.vtn1@gmail.com

020 3822223

Nguyn Tun Anh

094 7000086

anhnt.vtn1@vnpt.vn

025 3810183

Hong Th Hng

091 3596364

hongvtn1@gmail.com
honght.vnt1@vnpt.vn

030 3871535

inh Cng Ch

091 3061071

chuvtn@gmail.com

0350 3845540

Phm Vn Th

091 3018798

0210 3845217

Dng Quang Hi

094 5295457

haidq.vtn1@vnpt.vn

022 3852412
036 3830330

Bi Thanh t
Trn Quc Khnh

091 3170505
091 4808677

buithanhdat.vtn1@gmail.com
khanhtq.vtn1@gmail.com

021 83852134
0320 3853116
021 93866518

19

21

Thanh Ha
Thi
Nguyn
Tuyn
Quang

22
23

Vnh Phc
Yn Bi

24

H Ni

25

31

Lm ng
Bnh
Thun
Long An
Qung
Nam
Qung
Ngi
Bnh nh
Khnh
Ha

32
33
34

klk
Gia Lai
KonTum

20

26
27
28
29
30

THA

TBH
Trm VTN THA, 26A i l L Li, P. in Bin, TP
THA

037 3852700

L Cng Ti

090 4129600

tailc.vtn1@vnpt.vn

TNN

Trm VTN TNN, s 10 ng CMT8, TNN

0280 3855395

Nng Thanh Sn

091 2249235

sonnt74@gmail.com

TQG

Trm VTN TQG, ni Th Sn, P. Minh Xun, TP TQG

027 3822422

Trnh Vn c

091 5164021

vtntuyenquang@gmail.com

VPC

Trm VTN VPC, s 2 Ng Quyn, Vin thng tnh VPC

021 13860532

091 3579192

t0913579191@gmail.com

YBI

Trm VTN YBI, km5 ng inh Tin Hong, YBI


i CMLT, Trung tm Vin thng KVI, 30 Phm Hng,
T Lim, H Ni
Trm VTN LT, s 18 Trn Ph, P.3, Tp Lt, Tnh
Lm ng
Trm VTN PTT, s 19 Nguyn Tt Thnh, P. Bnh
Hng, Tp Phan Thit, Tnh Bnh Thun.
Trm VTN LAN, S 1, Quc l 1, P. 2, TX. Tn An
02 Trn Hng o TP Tam K- Tnh Qung Nam
04 ng ch Khim Nng

029 3852600

Nguyn Tin
Tng
Nguyn Th Oanh

yenbaitram@yahoo.com

043 8354571

L Trung Li

091 3488601
091 3524477
090 2261862

0633 822440

Nguyn Vn Sn

093 6496385

sonnv.vtn2@vnpt.vn

062 3822899

Hong T Khi

091 7872629

khoiht.vtn2@vnpt.vn

072 3826556
0510 3851458
0511 3855700

ng Vn Ba
Phm Thim
Trn L Vn

091 3642629
091 3492151
090 3580949

badv.vtn2@vnpt.vn

68 Quang Trung Tp Qung Ngi


197 Phan Bi Chu Tp Quy Nhn

055 3822949
056 3821144

T Vnh D
Trnh Tin Hng

091 6577068
091 3454167

04 L Li Tp Nha Trang

058 3822575

Trn Thanh Tun

090 9077977

25 Trn Khnh D TP Bun M Thut


15 Trn Hng o TP Pleiku
72 L Hng Phong TP KonTum

0500 3852001
059 3824141
060 3863124

Phan Bng V
Nguyn Duy Tin
Trn Xun Hin

091 4225777
090 3578884
091 4900997

i CMLT
Lt
Phan Thit
Long An
Tam K
Nng
Qung
Ngi
Quy Nhn
Nha Trang
Bun M
Thut
Pleiku
KonTum

loilt.vtn1@vnpt.vn

Trong mt s trng hp thit


b hng
nm gn NG, NG s nhn
vt t v i thay th cho QNM

3. Cc quy nh chung
3.1. Phm vi h tr
Cc thit b thuc d n trang b MANE Huawei Pha I v Pha II bao gm: NE40E, OSN
3500, OSN 1500, NMS
S

Tn dch v

Phm Vi cung cp

(Khng gii hn)

(15 ngy cng/nm=15*8*60 pht)

(khng gii hn)

3 Node u tin
(80 cards/nm)
Mi Qu 1 ln

Dch v h tr k thut
Chia s thng tin
Helpdesk
H tr t xa
H tr t xa x l ticket
ng cu khn cp t xa
H tr ti hin trng
ng cu khn cp ti hin trng
n hin trng x l ticket
H tr phn mm (software Update)
Cp nht phn mm
Trin khai ti Node u tin
Thay th phn cng
Hp k thut
T vn k thut
T vn thit k
T vn o to

1
1,1
1,2
1,3
1.3.1
1.3.2
1,4
1.4.1
1.4.2
2
2,1
2,2
3
4
5
5,1
5,2

1 ln/nm (4 lp)

3.2. Cam kt h tr
SLA
1

Help Desk
Phn cp
li

Nguy
Dch v him
h tr k
thut
Ln
Nh
Yu cu
k thut

Mc sn
sng

Thi gian
phn hi

24*7

15 Pht

24*7
24*7

15 Pht
30 Pht

5*8

60 Pht

24*7
Khc phc tm Khc phc
thi dch v
hon ton
4 Gi (Khng
k thi gian di 45 Ngy (*)
chuyn)
NA
60 Ngy
NA
90 Ngy
NA
5 Ngy lm
vic

Lu :

(*) i vi nhng li khng cn phi cp nht phn mm hay bn v (patch),


thi gian khc phc s l 30 ngy.

Khong cch
Trong H Ni

Thi gian di
chuyn ti a
1 Gi

Phn b cc tnh

Ngoi phm vi Hanoi, Danang,


HCM nhng gn hn 50 km

2 Gi

51 km ~ 100 km (from HN, DN


or HCM)

4 Gi

101 km ~ 200 km

6 Gi

201 km ~ 300 km

8 Gi

301km ~ 400 km

10 Gi

Xa hn 400 km

Ngy hm sau

Bc Ninh
Bc Giang, Ha Bnh, Hi Dng,
Vnh Phc, H Nam, Hng Yn, Qung
Nam, Long An
Thi Bnh, Thi Nguyn, Tuyn Quang,
Ph Th, Ninh Bnh, Nam nh, Lng
Sn, Qung Ngi, Thanh Ha
Bc Kn, Yn Bi, Bnh Thun
Cao Bng, H Giang, Lo Cai, Sn La,
Bnh nh, Lm ng, c Lc, Kon
Tum
in Bin, Lai Chu, Gia Lai, Khnh
Ha

Lu : Khong cch c tnh tng i t Trung tm H Ni hoc Nng


hoc Thnh Ph HCM n trung tm ca tnh tng ng.

3.3. Phn loi s c


Dng sn phm

Mng IP

Sn phm
Thit b NE40E

Li nguy him
1.
Ton b mng hoc mt phn mng
li khng hot ng, hoc cc thit b c
tch hp khng hot ng.
2.
Cc thit b hoc card b chy.
3.
S c gy mt dch v trn mng li:
- Bt k card no ca UPE b li (khng hot
ng)
- Bt k port no ca AGG b li v gy mt
dch v.
4.
Thit b b nhim in, gy mt an ton
5.
Cc s c gy ra vic nghn lu lng
trn mng (v gy mt lu lng) m khng
th iu chnh hay cn ti

Li ln
1.
Card chnh hoc kt ni chnh b li v h
thng chuyn sang chy card d phng hoc hng
kt ni d phng (khng gy mt dch v)
2.
Cc li gy nguy c suy gim cht lng
trn mng li nhng cha nh hng n dch v.
Lu : VTN s phi xc nhn ng ticket
ngay sau khi Huawei cung cp c cc
bng chng lin quan n vic suy gim cht
lng khng phi do thit b ca Huawei
gy ra.
3.
Cc giao din kt ni b li, nhng li c th
dn n vic li lin lc ca ngi dng
4.
Cc s c gy ra vic nghn lu lng trn
mng (cha mt lu lng) m khng th iu chnh
hay cn ti
Lu : Vi nhng li nh vy (mc s 4),
nu sau 48 gi theo di v x l_k t lc
c thng bo, s c vn khng c x l,
th s nng ln mc li Nguy Him.
5.
Khng th Login vo thit b hoc khng th
iu khin c thit b .
Lu : Vi nhng li nh vy (mc s 5),
nu sau 48 gi theo di v x l_k t lc
c thng bo, s c vn khng c x l,
th s nng ln mc li Nguy Him.
6.
S c gy nguy c mt lin lc trn din
rng nu khng x l kp thi.
Lu : Vi nhng li nh vy (mc s 6),
nu sau 24 gi theo di v x l_k t lc
c thng bo, s c vn khng c x l,
th s nng ln mc li Nguy Him.

Li nh
Tt c cc li khng thuc phm vi nh
ngha ca li Nguy him v Li ln (Ngoi
tr cc yu cu k thut)

Dng sn phm

Sn phm

OSN1500&
OSN3500

1.

NMS, U2000

1.

Thit b truyn
dn

H thng qun l
mng

Li nguy him

L nguyn nhn gy ra cc li nguy him


i vi cc thit b NE40 c nh ngha
trn.
2.
Bo mch, subrack, hoc rack b chy
3.
Thit b b nhim in, gy mt an ton
Thit b b nhim in, gy mt an ton Mt
ton b cc dch v ca NMS

Li ln

Li nh

Ngoi ra, Huawei phi sn sng 24/7 tip


nhn v x l li ny (mc 6)
1. L nguyn nhn gy ra cc li Ln i vi cc
thit b NE40 c nh ngha trn.

Cc tnh nng chnh ca NMS b gim st nh


Gim st cnh bo, thng k v lu tr thng s vn
hnh, bo mt, giao din northbound /southbound
2. H thng NMS mt iu khin ton mng li
trong trng hp khi phc tm thi gim st h
thng vi cc phng tin khc..
3. Tnh nng bo v ca dual-node li, lu hn 48
ting.
3. H thng NMS iu khin mng li b li do
phn cng hoc phn mm ca my tnh (c cung
cp bi Huawei) b li, khin cc thit b khng th
iu khin c.
Lu : Vi trng hp ny (mt iu khin), Huawei
s phi x l trong vng 48 gi. Qu 48 gi, li s
c nng ln thnh mc critical)
4. Cc clients khng th ng nhp vo serer, qu
48 gi.
1.

Lu :
1. Thi gian 24 gi hay 48 gi c nu trn l thi gian x l li, khng bao gm thi gian di chuyn (Thi gian di chuyn ti a
cho php c nu trong ph lc 2)
2. Theo quy nh v ch tiu cht lng mng li ni tnh ca VNPT, th gi tr ca cc tham s: Tr truyn gi tin 1 chiu, Bin
ng tr, t l tn tht gi tin, t l li gi tin phi tun th theo bng di y. Bt k thng s no km hn ch tiu t ra, c
xc nh l li. Khi , VTN/VNPT cn kim tra khoanh vng li. Sau khi xc nh chnh xc thit b li, VTN/VNPT to ticket
ti mc Nh. Sau 24 gi, nu li vn cha c khc phc, Ticket s chuyn ln thnh Ln. Sau 24 gi tip theo, ticket s
chuyn ln thnh Nguy Him.

Trong trng hp VTN/VNPT khng xc nh c chnh xc nguyn nhn gy li, hoc xc nh sai, Huawei s phi hp cng
VTN/VNPT kim tra xc nh v khoanh vng li. Tuy nhin, thi gian ny s khng bao gm trong thi gian quy nh x l
li trn.

4. Cc biu mu s dng:
4.1. Mu biu s 01- Phiu yu cu h tr k thut
01 Phieu yeu cau ho tro ky thuat.rar

4.2. Mu biu s 02 - Bin bn h tr ti hin trng

02 Bien ban ho tro tai hien truong.rar

4.3. Mu biu s 03 - Phiu yu cu gi thit b

03 Phieu yeu cau gui thiet bi.rar

4.4. Mu biu s 04 - Danh sch giao hng


04 Danh sach giao hang.rar

4.5. Mu biu s 05 - Phiu thng tin phn cng li

05 Phieu thong tin phan cung loi.rar

4.6. Mu biu s 06 - Bo co thc hin dch v trong qu


06 Bao cao thuc hien dich vu trong quy.rar

4.7. Mu biu s 07 - Bin bn nghim thu hon thnh dch v 3 thng


07 Bien ban nghiem thu hoan thanh dich vu 3 thang.rar

5. Thi gian tnh SLA


5.1. i vi dch v h tr k thut

Thi gian bt u tnh SLA l thi gian Huawei nhn c in thoi ca VTN, thi
gian kt thc SLA tnh theo log file record li.

Trong trng hp h tr thng qua truy cp t xa, VTN c trch nhim cung cp
knh truy cp, user/password Huawei truy cp vo h thng VTN. Trong trng
hp Huawei ko th truy cp vo h thng ca VTN m ko phi do li Huawei th thi
gian tnh SLA s khng c tnh cho n khi Huawei truy cp vo h thng VTN
thnh cng.

5.2. i vi dch v thay th phn cng

Thi gian bt u tnh SLA l thi gian Huawei nhn c nhn c thng bo ca
VTN (email+in thoi), thi gian kt thc SLA c tnh ti thi im Huawei
chuyn cc n a im m VTN cung cp.
Trong trng hp VTN khng c ngi nhn hoc nhng tr hon khc khng lin
quan n trch nhim ca Huawei, th Huawei s thng bo vi VTN v s khng
chu trch nhim trong trng hp ny.

6. Phng thc truy cp t xa:


6.1. i vi thit b Router NE40E

Cch 1: VTN/VNPT m access list k s Huawei telnet trc tip vo thit b qua
ng truyn Internet x l li.
Cch 2:

B1: VTN/VNPT truy cp vo thit b bng my tnh ca VTN/VNPT, my tnh


ny kt ni internet v c phn mm Team Viewer.

B2: VTN/VNPT cung cp thng tin v user/password ca Team Viewer k s


Huawei truy cp t xa vo my tnh ca VTN/VNPT, gin tip thng qua my tnh
VTN/VNPT truy cp vo thit b x l li.

6.2. i vi thit b truyn dn OSN

Cch 1: qua NMS

Cch 2:
VTN/Vin thng tnh chun b my tnh c ci phn mm Team Viewer, phm mm
T2000LCT (phm mm T2000LCT do Huawei cung cp min ph).

B1: VTN/VNPT truy cp vo thit b bng my tnh ca VTN/VNPT, my tnh


ny kt ni internet , c phn mm Team Viewer, v c ci t phn mm
T2000LCT (phn mm qun l thit b OSN ti trm s c Huawei cung cp v
hng dn ci t min ph).

B2: VTN/VNPT cung cp thng tin v user/password ca Team Viewer k s


Huawei truy cp t xa vo my tnh ca VTN/VNPT, gin tip thng qua my tnh
VTN/VNPT s dng phn mm T2000LCT truy cp vo thit b x l li.