After sales service
From the beginning of the project acceptance phase, the company will guarantee to provide the owner with comprehensive technical support and subsequent services.
(1) Service organization
Wherever the business is carried out, the company guarantees that there is a resident agency, which is responsible for the maintenance services and technical support of projects made by the company in various regions. Guarantee to respond to customer requirements 24 hours a day. Within one hour, engineering and technical personnel arrived at the scene, and within two hours, the system failure was eliminated. The company has spare parts warehouses at all service agencies in the region. All spare parts that need to be replaced can be replaced in time to ensure that the system can run for a long time, stable and uninterrupted.
(Two) service content
All the projects undertaken by the company are provided with life-long post-service. The owner and the company can make clear in the project contract the need to provide post-service terms, and our company will perform long-term follow-up services to relieve the owner's worries. The form of late service is two types: unpaid service within the validity period of the contract and subsequent paid service after the end of the engineering contract.
1. Free service during contract validity
Contract term service refers to the technical support services provided for the project within a certain period and unpaid maintenance services within a certain period after the project's acceptance, as explicitly stated by the owner in the terms of the contract. General services include:
(1) When the operation guarantee period is entered after acceptance, the company will assign 1-2 skilled and professional engineers to take charge of this project, and solve problems in system operation at any time to ensure its normal operation.
(2) After the system acceptance, assist the relevant personnel of the owner to formulate the rules and regulations of the system's operation and maintenance and overhaul procedures, the post responsibility system of all levels of personnel, and the overhaul plan, etc., and distinguish the working interface of the system on-duty operators and maintenance and overhaul personnel. Carry out normal maintenance and repair work.
(3) Assist the relevant personnel of the owner to prepare a plan for commonly used equipment to ensure normal operation and maintenance, and prepare materials, check and prepare commonly used maintenance tools, equipment and meters for emergency situations to troubleshoot and ensure normal operation.
(4) Assist the relevant personnel of the owner to make operation and maintenance records.
(5) Establish a technical support agreement with the owner to ensure full technical support during the operation guarantee period.
(6) When the warranty period expires, a comprehensive inspection and maintenance of the system's software and hardware equipment is performed.
2. Follow-up paid services
Follow-up service refers to the technical support and maintenance services provided by the owner to ensure the normal and reliable operation of the project after the contract ends. Follow-up services should be re-signed with our company for a paid service contract. Specific services include:
(1) After the comprehensive warranty and comprehensive testing are completed, the test report is submitted to the owner and approved, and then the transfer procedure of the warranty expires. At the same time, our company will negotiate with the owner on the issue of later services, and sign a later service contract (or agreement), clarify the responsibilities of the owner and the company, provide users with management or maintenance services to ensure the normal operation of the system.
(2) When the software used in the system needs to be upgraded according to the requirements of the owner, the company is responsible for providing software upgrades for free without affecting the normal operation of the system.
3. The way of post-service
(1) Telephone support
The company has a technical service department and assigns technical personnel with rich practical experience to provide customers with project consulting, fault diagnosis and other guiding technical services through the service hotline, and achieve immediate response regardless of the city or remotely to achieve customer satisfaction.
(2) Remote support
When the telephone support cannot solve the problem or the fault situation is more complicated, we can also use our company's computer with the assistance of customer technicians to use our company's remote remote monitoring center to enter the customer's local area network through remote login for monitoring and diagnosis Analysis, providing services to troubleshoot and answer questions, the response time generally does not exceed 1 hour.
(3) On-site support
When neither telephone support nor remote support can solve the problem, or if on-site service is required to be provided directly by the owner, the company will assign experienced professional technicians to the site for service. Arrival time does not exceed 2 hours.
(4) Collaboration support
The company provides a full range of services to customers faster and better. It will also be backed by technical cooperation units and equipment and system suppliers. When encountering major or difficult problems, our company will cooperate with the cooperation units and suppliers' experts and technology The staff went to the site to conduct consultations to provide services to the owners.
(5) Project return visit
The company will establish user files for a long time, insist on regular project return visits, feedback information and provide services. There are three ways of return visits: first, regular return visits at the end of the year; second, return visits before the end of the warranty period; and third, irregular technical return visits. The return visit is mainly based on fulfilling the promised services provided to the owner in the project contract, and it can also solve the new requirements put forward by the owner to the satisfaction of the user.