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¿Qué es el servicio Hi-Care nivel Estándar?

El servicio Hi-Care Standard Support es una solución de servicio de mantenimiento desarrollada para los clientes que compran productos Huawei. A través de esta solución, Huawei no solo proporciona servicios de garantía, pero también responde a sus solicitudes de asistencia técnica Centro de Asistencia (TAC) Soporte y reemplazo avanzado de hardware dentro del tiempo más corto. La solución lo ayuda a mantener una red más eficiente y estable entorno y mejorar la productividad de la red.

Con el nivel de servicio de soporte estándar de Hi-Care adquirido por usted en la orden de compra/contrato, Huawei proporcionará los servicios descritos en las siguientes secciones:

Asistencia técnica soporte del centro (TAC)

Tiempo estimado referente al tipo de soporte que solicite:

Disponible las 24 horas del día, los 7 días de la semana.
Para Prioridad 1, responda dentro de los 30 minutos.
Para llamadas de Prioridad 2, dentro de los 60 minutos.
Para llamadas de Prioridad 3, dentro de las 2 horas.
Para llamadas de Prioridad 4, dentro de NBD (Dias laborales).

Definición de tiempo de respuesta: desde el momento en que el cliente ingenieros de servicio del centro de soporte técnico de Huawei aceptan su solicitud de servicio hasta el momento en que el soporte técnico. Los ingenieros lo contactan por primera vez y comienzan a brindarle servicios de soporte tecnico remoto.

Documentación en línea

Huawei proporciona información técnica y general sobre los productos de Huawei con manuales, guías de configuración y casos de mantenimiento de red. Después de obtener permiso de acceso al sitio web, un cliente puede ver o descargar documentos útiles y herramientas de autoayuda y obtenga la información más reciente sobre los productos. Además, el sitio web proporciona el servicio Smart Q & A para apoyar la ayuda en línea en tiempo real.

Sitio web de soporte técnico de Huawei: http://support.huawei.com

Reemplazo de Hardware

Disponible 9 horas al día (09:00 a 18:00), 5 días a la semana (De lunes a viernes).

Punto a considerar:

Las piezas de repuesto llegarán el siguiente día laborable (NBD) donde esté disponible después de que Huawei considere que una pieza de repuesto es necesario y genera el número de RMA.
Para solicitudes de servicio recibidas después de las 15:00, Huawei enviará las piezas de repuesto el siguiente día hábil.
Si su sitio está a más de 100 kilómetros de distancia del Almacén de repuestos de Huawei más cercano, puede llevar más tiempo para que el equipo llegue al sitio.
El tiempo de entrega se calcula a partir del momento en que Huawei considera que es necesaria una pieza de repuesto y genera un número de RMA hasta el momento en que llega la pieza de repuesto.

Excepciones

Huawei no tendrá ninguna obligación de proporcionar mantenimiento en los siguientes circunstancias:

Accidentes causados por fuerza mayor (por ejemplo, incendio, inundación, terremoto, rayos, etc).
Malas condiciones de prestación de servicios causadas por problemas sociales (por ejemplo, malestar social, guerra, huelga, desarmonía social, regulación gubernamental, etc).
Falta de entrega de servicios debido a la interrupción del suministro de energía (por ejemplo, suministro de agua, suministro de aceite, etc).

NOTA: Estos son algunos puntos a considerar sobre la poliza de garantía y servicio. Si desea conocer todo el documento sobre Hi-Care Estandar puede obterner el archivo en la sección de descargas.

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Las marcas, logotipos y nombres de productos pertenecen a sus respectivos titulares y se muestran con fines de identificacion comercial.","Facturacion","Si requieres factura, proporciona datos fiscales correctos durante la compra o por correo a contacto@linkenergy.mx. La emision de comprobantes fiscales se realiza conforme a las disposiciones aplicables en Mexico.","Pagos","Los pagos se procesan mediante las pasarelas o metodos habilitados en el sitio. Una orden puede requerir validacion adicional de pago, identidad, datos fiscales o direccion antes de surtirse. Link Energy puede cancelar o solicitar aclaracion cuando detecte datos incompletos, inconsistencias o riesgo de fraude.","Precios y disponibilidad","Los precios, impuestos, promociones, costos de envio, fotografias, especificaciones y existencias pueden actualizarse por disponibilidad de proveedor, tipo de cambio, inventario o promociones. El total aplicable se muestra antes de confirmar la compra y la disponibilidad se valida al procesar el pedido.","Identidad del vendedor","El sitio linkenergy.mx es operado por Link Energy, nombre comercial de MANUEL DE JESUS LERMA CABRALES, RFC LECM800507J18. La venta se realiza solo por comercio electronico y con cobertura dentro de Mexico.","Aviso de privacidad","Uso de datos personales para operar compras, facturacion, soporte y comunicaciones comerciales.",[3687,3688,3689,3690,3691,3692],{"_3672":3703,"_3674":3704},{"_3672":3701,"_3674":3702},{"_3672":3699,"_3674":3700},{"_3672":3697,"_3674":3698},{"_3672":3695,"_3674":3696},{"_3672":3693,"_3674":3694},"Cookies y actualizaciones","El sitio puede usar cookies o tecnologias similares para operar carrito, sesion, analitica, seguridad y medicion comercial. Cualquier actualizacion relevante de este aviso se publicara en esta misma pagina.","Derechos ARCO","Puedes solicitar acceso, rectificacion, cancelacion u oposicion, asi como limitar el uso o divulgacion de tus datos, escribiendo a contacto@linkenergy.mx. La solicitud debe incluir nombre, medio de contacto, identificacion suficiente y descripcion clara del derecho que deseas ejercer.","Transferencias y encargados","Podemos compartir datos indispensables con paqueterias, proveedores de pago, facturacion, tecnologia, almacenamiento, analitica, autoridades fiscales o proveedores involucrados en la atencion del pedido. Solo compartimos la informacion necesaria para cumplir la finalidad correspondiente.","Finalidades","La informacion se utiliza para atender solicitudes, generar cotizaciones, operar compras, validar pagos, emitir comprobantes fiscales, gestionar envios, dar soporte, tramitar garantias o devoluciones, prevenir fraude, cumplir obligaciones legales y mejorar la experiencia de servicio. Tambien podemos enviar comunicaciones comerciales relacionadas con productos o servicios similares, salvo que solicites no recibirlas.","Datos que se pueden solicitar","Podemos solicitar nombre, telefono, correo electronico, datos fiscales, direccion de entrega, referencias de pedido, comprobantes, datos de facturacion y datos tecnicos necesarios para cotizacion, compra, entrega, soporte, garantia o devolucion. No almacenamos datos completos de tarjetas bancarias cuando el pago se procesa mediante pasarelas externas.","Responsable","MANUEL DE JESUS LERMA CABRALES, con nombre comercial Link Energy, RFC LECM800507J18 y domicilio fiscal en Privada San Jose 28, Zona Centro, C.P. 34000, Durango, Dgo., Mexico, es responsable del tratamiento de los datos personales recabados en linkenergy.mx.","Devoluciones y garantias","Condiciones generales para cambios, devoluciones, garantia y revision tecnica.",[3708,3709,3710,3711,3712,3713,3714],{"_3672":3727,"_3674":3728},{"_3672":3725,"_3674":3726},{"_3672":3723,"_3674":3724},{"_3672":3721,"_3674":3722},{"_3672":3719,"_3674":3720},{"_3672":3717,"_3674":3718},{"_3672":3715,"_3674":3716},"Productos sin devolucion comercial","No aplica devolucion comercial por cambio de opinion en tramos de cable, fibra optica, lineas de transmision, licencias, software, tarjetas personalizadas, cursos, asesorias, consumibles, baterias, material electrico, partes, refacciones, pedidos especiales, promociones o productos solicitados sin validacion tecnica previa. Lo anterior no limita garantias legales o de fabricante por defecto comprobado.","Reembolsos y costos de retorno","Cuando una devolucion sea aprobada y el producto sea recibido y validado, el reembolso, cambio o nota de credito se procesa conforme al caso y al metodo de pago disponible. Si la devolucion se debe a error de surtido imputable a Link Energy o dano confirmado de paqueteria reportado oportunamente, indicaremos el proceso de retorno. En otros casos, el cliente puede ser responsable del costo de envio de retorno. En garantias, el envio hacia revision normalmente corre por cuenta del cliente y el retorno autorizado puede ser cubierto por el proveedor o por Link Energy segun dictamen.","Exclusiones","No se aceptan garantias por dano electrico, humedad, golpe, alteracion fisica, sellos violados, uso fuera de especificacion, instalacion no recomendada por el fabricante, manipulacion, software no autorizado o desgaste normal de consumibles.","Garantia","La garantia depende de la marca, modelo y condiciones del fabricante. Podemos solicitar diagnostico tecnico, evidencias, numero de serie, factura o pruebas de instalacion antes de autorizar cambio, reparacion, gestion con fabricante o nota de credito.","Proceso con proveedor","Cuando el producto provenga del canal SYSCOM, Link Energy generara o coordinara el folio de servicio correspondiente. Si hubo envio directo al usuario final, el cliente debe permitir la recuperacion de la mercancia; las devoluciones o notas de credito solo pueden evaluarse cuando el producto haya sido recuperado y entregado fisicamente al centro de revision correspondiente.","Condiciones para aceptar devolucion","El producto debe estar completo, sin instalacion indebida, sin dano por uso, con accesorios, manuales, etiquetas, numero de serie legible y empaque original cuando aplique. Link Energy puede rechazar o ajustar una devolucion si el equipo fue instalado, manipulado, incompleto o no conserva condiciones para nueva venta.","Devoluciones","Para iniciar una devolucion escribe a contacto@linkenergy.mx con numero de pedido, motivo, fotografias y estado del empaque. Las reclamaciones por producto entregado deben solicitarse dentro de los 30 dias naturales posteriores a la entrega, salvo garantia vigente o autorizacion expresa. La devolucion debe ser autorizada antes de enviar el producto.","Politica de envios","Informacion general sobre cobertura, costos, tiempos y recepcion de pedidos.",[3732,3733,3734,3735,3736,3737,3738],{"_3672":3751,"_3674":3752},{"_3672":3749,"_3674":3750},{"_3672":3747,"_3674":3748},{"_3672":3745,"_3674":3746},{"_3672":3743,"_3674":3744},{"_3672":3741,"_3674":3742},{"_3672":3739,"_3674":3740},"Tiempo de entrega","El transito estimado regular es de 2 a 7 dias habiles despues de la recoleccion por paqueteria. Los tiempos pueden variar por ciudad, temporada, cobertura, clima, validaciones de seguridad o incidencias de la transportista.","Incidencias de transporte","Para perdida, faltante, dano o retraso atribuible a paqueteria, el cliente debe reportar a Link Energy dentro de las 48 horas posteriores a la recepcion o intento de entrega, anexando fotos del empaque exterior, guia, empaque interior y producto. Link Energy coordinara la aclaracion con el proveedor logistico o transportista aplicable.","Recepcion","Revisa el empaque al recibir. Si detectas dano visible, faltantes o manipulacion, documentalo con fotografias, conserva empaque y guia, y reportalo a contacto@linkenergy.mx antes de instalar o manipular el producto.","Costos y tiempos","El envío terrestre estándar es gratuito en compras superiores a $5,000 MXN antes de IVA y aplica dentro de la cobertura regular de paquetería. Para compras que no superen el umbral: paquete pequeño hasta 5 kg cobrables y lado mayor de hasta 60 cm, $149 MXN antes de IVA; paquete estándar hasta 20 kg cobrables y lado mayor de hasta 100 cm, $249 MXN antes de IVA. El peso cobrable es el mayor entre el peso real y el volumétrico. Si el pedido excede 20 kg cobrables o 100 cm en cualquiera de sus lados, requiere tarima, maniobras, zona extendida o validación logística adicional, se considera flete especial desde $499 MXN antes de IVA. La revisión logística no bloquea el pago inicial. Informaremos cualquier diferencia y solicitaremos la aceptación expresa del cliente antes de cobrarla por separado.","Logistica con proveedor","Cuando el producto sale del canal SYSCOM, Link Energy puede coordinar envio directo al domicilio indicado por el cliente. Link Energy sigue siendo el vendedor responsable ante el cliente final; SYSCOM opera como proveedor logistico y mayorista, sin relacion comercial directa con el comprador final de Link Energy.","Preparacion del pedido","Los pedidos se preparan despues de validar pago, datos de contacto, direccion de entrega y disponibilidad. El manejo regular toma de 1 a 2 dias habiles; productos de alto volumen, tarima, zona extendida o validacion logistica pueden requerir confirmacion adicional antes del envio.","Cobertura","Vendemos y enviamos solo dentro de Mexico. No procesamos entregas internacionales. La cobertura final depende de disponibilidad de almacen, peso, dimensiones, restricciones de paqueteria y zona de entrega.","Contacto","Canales oficiales de atencion, identidad comercial y datos de contacto de Link Energy.",[3756,3757,3758,3759],{"_3672":3766,"_3674":3767},{"_3672":3764,"_3674":3765},{"_3672":3762,"_3674":3763},{"_3672":3760,"_3674":3761},"Soporte de compra","Ten a la mano tu numero de pedido, modelo del producto, SKU, comprobante de pago o evidencia fotografica cuando aplique. Esto nos permite revisar disponibilidad, facturacion, envio, devolucion o garantia con mayor precision.","Ventas y atencion","Para cotizaciones, disponibilidad, seguimiento de pedidos y soporte de compra puedes escribir a contacto@linkenergy.mx o llamar al +52 618 166 8644. Horario de atencion: lunes a viernes de 9:00 a.m. a 5:00 p.m. (hora del centro de Mexico).","Domicilios","Domicilio fiscal: Privada San Jose 28, Zona Centro, C.P. 34000, Durango, Dgo., Mexico. Domicilio comercial: Prof. Gabino Ruteaga 103, Col. 15 de Mayo, C.P. 34106, Durango, Dgo., Mexico.","Identidad comercial","Link Energy es el nombre comercial de MANUEL DE JESUS LERMA CABRALES, RFC LECM800507J18. Operamos como tienda en linea para venta de equipo de seguridad electronica, redes, energia, control de acceso y tecnologia profesional.","video-ventas","Video comercial de ventas","portada_url","video_url","https://b-vz-6d30de8d-5f4.tv.pandavideo.com.br/3d57331a-9d50-4694-8198-c3f16cde3add/playlist.m3u8","link_url","/products","enabled",true,{"_20":3805,"_45":3806,"_3784":3807,"_3773":3808,"_3775":3776,"_3787":3776,"_3788":3789,"_3790":-7,"_3791":-7,"_3792":-7},{"_20":3801,"_45":3802,"_3784":3803,"_3773":3804,"_3775":3776,"_3787":3776,"_3788":3789,"_3790":-7,"_3791":-7,"_3792":-7},{"_20":3797,"_45":3798,"_3784":3799,"_3773":3800,"_3775":3776,"_3787":3776,"_3788":3789,"_3790":-7,"_3791":-7,"_3792":-7},{"_20":3793,"_45":3794,"_3784":3795,"_3773":3796,"_3775":3776,"_3787":3776,"_3788":3789,"_3790":-7,"_3791":-7,"_3792":-7},{"_20":3782,"_45":3783,"_3784":3785,"_3773":3786,"_3775":3776,"_3787":3776,"_3788":3789,"_3790":-7,"_3791":-7,"_3792":-7},"banner-5","Mimosa Soluciones Inalambricas","imagen_url","https://ftp3.syscom.mx/usuarios/ftp/banners_index/syscom/s3.jpg","/products?query=mimosa","hideText","source","manual","createdAt","expiresAt","recommendation","banner-4","Fanvil A12F Series","https://ftp3.syscom.mx/usuarios/ftp/banners_index/syscom/1200x600-fanvil-a12f.jpg","/products?query=fanvil","banner-3","Panel Hikfire con super descuento","https://ftp3.syscom.mx/usuarios/ftp/banners_index/syscom/home.jpg","/products?query=hikfire","banner-2","El capitan que tu red necesita","https://ftp3.syscom.mx/usuarios/ftp/banners_index/syscom/capitan.jpg","/products?query=ruijie","banner-1","GABINETES DE 6UR PRECISION","https://ftp3.syscom.mx/usuarios/ftp/banners_index/syscom/gabinetes-precision-1200x600.jpg","/products?query=gabinete","h1","Compra camaras de seguridad, paneles solares, redes y control de acceso","intro","Encuentra equipos profesionales para hogar, negocio e industria: videovigilancia, Wi-Fi, switches, cableado, UPS, baterias, energia solar, cerraduras, videoporteros y accesorios con fichas tecnicas y disponibilidad.","trendsTitle","Tendencias 2026 para integradores: IA, Wi-Fi 7 y almacenamiento","trendsIntro","Temas de alta demanda para proyectos comerciales, industriales y residenciales que combinan seguridad electronica, conectividad y continuidad energetica.","youtube","x","instagram","facebook","linkedin","+52 618 166 8644",{"_20":21,"_22":23,"_24":25,"_26":27,"_28":29,"_30":31,"_32":33,"_34":35,"_36":37}]