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On-Site training services
The company will provide on-site technical support services, on-site
technical staff (equipment maintenance workers)training.The training
includes dayly maintenance of relevant knowledge. Hardware damage: in
the operation of equipment, the Company will be responsible for the
maintenance of the damaged partsto make sure operation normally. For the
Damaged occurred by improper maintenance, te company will collect the
corresponding costs. For the Damage of force majeure, the company will
collect the cost of corresponding materials, repair parts warranty three
months.
Telephone Support
When a non-emergency equipment failure or demand by maintenance staff,
the company will provide 365 days a year, 24 hours a day telephone (fax)
support services.
User equipment files:
The files including: equipment configuration and the company's previous
equipment maintenance, inspection, training records. The company will
regularly update the file .
On-Site emergency support:
When the emergency equipment failure that canot be fixed by telephone
troubleshooting support, the company will provide 365 days a year
on-site emergency support. The Company will identify different
fault-level and send personnel to the spot for troubleshooting and
restore operations, write fault analysis, and provide equipment
maintenance personnel on-site training.
Fault A: The main equipment suffer a system breakdown or service
interruption in the operation, resulting in the basic functions of
equipment can not be realized or fully degraded.
Fault B: mainly refers to equipment failure and system with the
potential paralysis or the risk of disruption of service in the
operation.
Fault C: mainly refers to the direct impact on services, resulting in
system performance or service degradation in the operation.
Fault D: mainly refers to intermittent or indirectly impact of system
functions and services in the operation.
The corresponding fault in each grade, and relevant response time.
Fault-site response time (in remote areas)
Fault A within 24 hours by the fastest means of transport
Fault B within 48 hours
Fault C within one week
Fault D within two weeks
Advance notice services:
The Company will timely notify the user of major issues relating to
recently-found equipment, to prevent the occurrence of problems and help
users timely ways of resolving the problems to minimize the losses.
Operation analysis:
The company engineering and technical personnel will analyze the
operation through various inspection services and the opportunity to
understand the operation of equipment, troubleshooting, monthly and
quarterly analysis of operating equipment, and other information. Tehe
company will enhance the level of maintenance, training and other
analysis, maintenance and improvement suggestions or proposed
improvement measures on the entire set up to equipped with spare parts,
consumption, maintenance analysis . send or submit maintenance
departments and other relevant departments to provide reference for
decision-making.
Data and information service
The company will send the release of new products, new features,
equipment optimization recommendations, and safeguarding experience,
and other information by mail, e-mail, fax or internet and other
methods to the non-users on in order to promote the improvement of
the level of maintenance personnel.
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