Technical service

1. Technical service system to establish standard:

Company's technical support process controlled by the design process of the project, the project installation process control, the maintenance of process control, etc.

In the specific project implementation, the company's quality management as a third party to monitor the whole process of project, and directly responsible to the general manager.

2. The service period

Product quality assurance period for 12 months. Products in the warranty period for the user's improper operation caused trouble free maintenance. A lifelong maintenance beyond the warranty period, the company reasonable charge cost.

3. Technical service categories:

Technical services include the following contents:

A. pre-sale service: fully understand the user requirements, free comprehensive response user consultation, together with the users to complete the best technical solution, product selection, etc.

B. project service: free guide users on site installation, responsible for debugging, etc. Field is optional according to customer requirements, part of the large field assembly parts and other services.

C. after-sale service: users regularly review system, technical training communication system, fault handling rapid response mechanism.

4. Technical service mode:

A. to provide customers with 24 hours a day, seven days a week service hotline technical support.

B. remote login, phone, EMAIL, fax, on-site service.

Technical support hotline: 13957106856057 1-88943195

Technical support email address:

Technical support fax: 0571-88943167

5. Failure event handling process:

1) the definition of fault level:

Level definition:

The fault level

The fault phenomenon

Primary failure

F1

System downtime

The secondary fault

F2

System operation performance seriously downgrade

Level 3 failure

F3

System operation performance

Level 4 fault

F4

Product features, configuration, and so on need to support or information

2) service response:

After received customer fault report, technical manager according to judge fault level fault description, according to fault levels adopt different ways of response.

Low level major breakdown for F1, engineers need to fault diagnosis in 1 hour, 2 hours in communication way to solve the problem. If the communication can't solve the problem, 24 hours to reach the customer site, within reach 8 hours customer site equipment normal use.

Low level for F2 fault, take the same response as the level of F1 fault mode.

Low for F3 fault, the engineer after receiving the alarm communication, problem solving and troubleshooting to the field service when necessary.

Low level for the F4 fault, the engineer after received customer consultation, must to give the customer reply as soon as possible, and is responsible for tracking process, to solve customer's problems, until the problem is solved.