Performance Pledge

Telephone fault diagnosis refers to the user in the use of the company's products when encountering difficulties in use or equipment abnormal state, through telephone or fax to the company for technical support and help, the company will confirm the user's service request, will arrange technical personnel within the specified time (i.e., response time) to help the user fault location, and propose solutions, and finally guide the user to eliminate equipment failure.

In the process of maintaining the equipment, when there is a technical failure, the user should carefully investigate and record the fault phenomenon, and then provide the company with the details of the failure, service request time, contact person and contact number through the service hotline.

The company's service hotline provides 24 hours a day, 7 days a week telephone troubleshooting, if the hotline phone number needs to be changed, the company will notify the user in writing (including fax) at least three days in advance.

Users should provide timely feedback on the effectiveness of the solution so that the company can take further technical support measures.

After confirming the user's service request, according to the need and obtaining the user's consent, the company uses remote technology to connect the user's equipment with the engineer's local terminal, diagnose the user's equipment at the remote end, propose a solution to the problem, and finally guide the user to solve the problem. 

The company's engineers are responsible for remote fault diagnosis, that is, only view the data, find the cause of the failure, and do not modify the data, and the specific troubleshooting is carried out by the engineer to guide the user maintenance personnel. The user shall provide necessary cooperation and assistance as required by the company, and confirm and feedback the effectiveness of the plan. The company can also check user data through remote fault diagnosis and conduct remote inspections.

The company provides remote troubleshooting 24 hours a day, 7 days a week.

On-site troubleshooting refers to the user in the use of the company's products when encountering difficulties or equipment abnormal state, through telephone or fax to the company for technical support and help, the company confirmed the user's service request, after both parties to discuss the need for on-site troubleshooting, the company sent experienced engineers to the site to analyze the cause of the failure, develop a troubleshooting plan, and finally eliminate the fault. 

After the technical solution is approved by the user, it shall be implemented by the user's technical personnel, or with the permission of the user, by the company's engineers. The company's engineers need to alert users to potential communication disruptions caused by on-site troubleshooting scenarios when they review the solutions. After on-site troubleshooting, the company's engineers must submit a written analysis report to the user of the troubleshooting.

Repairs of faulty parts during on-site troubleshooting are not covered by this service.

Regular network inspection means that the company arranges engineers to carry out on-site inspections of the equipment that has been running online, so as to discover the hidden dangers in the operation of the equipment in a timely manner, reduce the probability of equipment failure, and ensure the stable operation of the equipment.

The problems found in the process of equipment inspection shall be troubleshooting according to the company's fault classification standards. The inspection service includes the company's equipment software inspection, hardware inspection and environmental inspection. The software inspection contents include: data integrity check, performance index check, alarm function check, software availability and security check, etc.; The hardware inspection contents include: clock system inspection, stand-alone operation status inspection, terminal system inspection and wiring system inspection, etc.; The contents of environmental inspection include: ground wire inspection, distribution frame inspection, power distribution inspection, etc.

Our company promises to the bureau: to conduct annual inspection of the equipment used, inspect once a year and generate an inspection report.

According to the customer's requirements, the company can provide customers with spare parts services for all software and hardware equipment. During the warranty period, if the equipment failure cannot be eliminated after maintenance, the company will provide spare equipment not lower than the specifications and models of the faulty equipment for the use of the customer unit until the faulty equipment is repaired.

After receiving the fault information reflected by the customer, the company responds within 1 hour, and the company has set up after-sales service offices in many provinces and cities across the country to ensure that the after-sales service site is reached within 4 hours in the province and 8 hours outside the province (emergency to the scene in the fastest mode of transportation available), so that users are completely satisfied with the quality of after-sales service.

The company has set up a complaint hotline: 0756-8500996 7 days a week, 24 hours a day to receive and accept the opinions and complaints of the company's users in the process of communication and cooperation with the company, and to deal with and reply within the promised time, so as to improve the company's service quality and user satisfaction, protect the interests of the company's users and the friendly and cooperative relations between the two parties. Once the company receives the user's complaint, from the moment of receipt, immediately submit to the relevant responsible department for processing, and enter the customer problem management system, in strict accordance with the ISO9001 standards for management, all customer complaints within a week to give a reply to the processing results.

Service commitment: customer problem handling completion rate: 100%, customer problem handling timeliness rate: 100%.