1. Equipment maintenance support

After receiving the device, users may encounter some problems during use to a greater or lesser extent. Our company has established a dedicated collection and feedback mechanism, and a dedicated person will review and classify the problems. After classification, the priority processing order will be determined to improve the efficiency of problem-solving. When encountering matters that require cooperation from other devices, they should also be able to coordinate and handle them in a timely manner. Through several parallel operations, experience and lessons can be gained from on-site organization, coordination, defect handling, control, and equipment coordination and cooperation.

2. On site support

After delivery, the project team and the purchaser's technical personnel will send personnel to the user department for on-site guidance.
 

3. Telephone hotline support

After delivery, the equipment enters the maintenance period. If the operator makes an error during the operation and affects the operation, they can directly call the fault reporting number.
In the early stages of equipment delivery, it is recommended that the project team establish a joint telephone hotline team, responsible for business guidance and problem decomposition. This not only enables quick resolution of issues during the initial delivery of the equipment, but also enables a smooth transition to the maintenance period.
Our company has set up a 7x24 hour on duty response phone and arranged experienced engineers to accept applications. When the equipment malfunctions, the purchaser reports the malfunction through the designated duty response phone of our company.
 

4. Remote technical support
For faults that cannot be solved through telephone guidance, our company, with the consent of the purchaser, uses remote guidance to identify the cause of the fault and guide on-site maintenance personnel in handling the fault.
 

5. On site technical support
For equipment malfunctions that cannot be resolved through telephone or remote support, our company will quickly provide on-site support services, arrange experienced technical support engineers to analyze the cause of the malfunction on site, develop fault solutions, and ultimately eliminate the problem.
Our service personnel will make the following preparations before providing on-site support services:
Refer to the purchaser's user profile to understand the operation status of the user's equipment, as well as the problems that have occurred with the equipment in the past and their solutions;
Prepare technical service tools, technical service materials, transportation tools, necessary spare parts and software.
Our company's service personnel arrive at the purchaser's user site and first submit a "Technical Service Application" to the user's responsible person for signature and confirmation, to understand the operation of the equipment, verify the fault phenomenon, and conduct fault analysis, testing, diagnosis of the equipment based on the fault phenomenon, and develop business recovery and fault resolution technical solutions. Our company must ensure that business recovery is prioritized, and thorough fault repair is carried out on the premise of business recovery. After the technical plan is approved by the customer, the customer's technical personnel will implement the specific plan; Or, with the client's permission, our company's service personnel can carry out specific implementation.

If it is determined to be a hardware malfunction of the equipment, our company needs to provide free hardware replacement for the purchaser. If it is a software malfunction, our company needs to repair the software malfunction for the purchaser free of charge; If it cannot be repaired, our company needs to provide free reinstallation service.
Our company's service personnel should not affect the normal operation of the equipment when dealing with faults, and there should be purchaser and user maintenance personnel present to cooperate in handling them; When major operations such as equipment reinstallation or equipment startup are necessary, approval from the purchaser's user maintenance department is required before implementation. If our company's service personnel cause losses to the purchaser due to subjective reasons such as misoperation or unauthorized actions, the purchaser has the right to claim compensation from our company.
After handling the malfunction, our company's service personnel need to explain the cause and solution of the malfunction to the purchaser's maintenance personnel, as well as preventive measures in daily maintenance.
Our company's service personnel should carefully fill out the "Fault Handling Report" when handling faults, and submit it to the purchaser's customer management department for archiving before leaving the site. At the same time, it should be added to our company's user fault handling database.
 

6. Email support
After delivery, the purchaser will provide a unified service email to each business department. After discovering equipment problems, each department can provide feedback to the reporting personnel through email. The reporting personnel are responsible for collecting issues and entering the reporting process.
 

7. WEB support
After delivery, the purchaser will provide a WEB to each business department. After discovering equipment problems, each department will consolidate and submit them to the WEB platform. The reporting personnel are responsible for collecting issues and entering the reporting process.
 

8. Problem collection and feedback
At the same time, after delivery, when business operators encounter urgent problems, they will provide timely feedback through WEB, filter and preliminarily analyze non urgent problems collected by each team, fill out a problem report form, and submit it to the project team. The project team regularly forms feedback reports on problem resolution.
 

9. Duty arrangement after delivery
To ensure timely response to equipment malfunctions after cutting, personnel should be arranged to monitor the application environment of the main equipment after delivery.
 

10. Equipment updates and upgrades
The updating and upgrading of equipment is divided into two parts: the maintenance of the equipment platform during the maintenance period (changes, upgrades and additions) and the modification and upgrading work of some parts.
When our company's technical support engineers discover potential software malfunctions during equipment maintenance and inspection, with the consent of the purchaser, our company provides an upgrade program.
Our company needs to ensure the legality of the upgraded software and hardware provided.

Support Plan.