- Categories:Technical Support
- Time of issue:2020-11-14 17:54:20
1. Pre-sale service:
1. Provide free professional consultation to help you choose the technical solution that suits you, and provide suitable solutions for user requirements for free; 2. Provide suitable solutions for user requirements for free.
2. After-sales service:
1. Free training of professional and technical personnel for your organization, uniform organization of your personnel training, and provide internship bases for you to choose, so as to better complete the training plan; specific personnel training plans can be negotiated according to your requirements to ensure your The normal use and operation of the satellite transmission vehicle. 2. On-site operation training and training to help you understand the performance of the purchased product and the correct operator; 3. Provide you with free troubleshooting consultation; 4. If quality or fault problems occur during use, after receiving notification, Our company will respond within 2 hours and arrive at the site within 12 hours to troubleshoot and arrange maintenance according to the actual situation. If it cannot be repaired, new equipment must be replaced. All expenses are waived during the warranty period. We are responsible for replacement of parts that are artificially damaged, and only charge for repair materials. 5. Our company regards after-sales service as an important part of the overall system solution, and promises to provide high-satisfaction after-sales service for satellite TV transmission vehicles with a sound after-sales service system, diverse service methods and rich service content. Technical support and personnel training.
Technical Support Project
One, service system
Our company has accumulated rich experience in technical support services and established a complete cascade maintenance service system, namely: the company’s technical support department-company software product department and system research department-product supplier three-level service system, which can provide users with Accurate, timely, convenient and fast all-round support and service to ensure the safe, stable and efficient operation of the entire system network system.
One, service system
In order to ensure the safe and stable operation of the entire video system, we will provide users with a variety of after-sales services, including online watch services, on-site emergency services, regular maintenance services, technical support services, etc. Please see the figure below for specific service methods:
1. Online watch service
Our company has a technical consultation center, where experienced technicians answer users' technical problems through the Internet, fax, and telephone, and guide users to solve general faults.
Our company has a company website www.hlvideo.com.cn on the Internet, which provides a wealth of technical resources, and receives questions or comments from users via E-mail.
2. On-site emergency service
For sudden system failures, if the situation is urgent or it is not suitable to be resolved by remote means, our company will assign experienced technicians to the scene to provide technical support services. For hardware failures, our company's project engineers will pre-process before the hardware supplier arrives; if the problem is not resolved within the specified time, our company will be responsible for providing the same equipment to temporarily replace the failed equipment.
3. Regular maintenance service
Regular maintenance service
Regular maintenance service process
4. Technical Support Service
Our company will provide the following services according to the actual conditions and needs of use: Provide equipment installation and commissioning to the delivery of the entire equipment, and assign professional and technical personnel to the site for guidance during the installation, commissioning and delivery of the bidding product; By me The company’s technical support department or specialized personnel are responsible for user system maintenance and support. If users need, our company can appoint specialized personnel to support users within the agreed time; train users in various forms such as technical training, exchange meetings, and cooperative development A team that is proficient in business and assists users in developing new application systems;
3. After-sales service of hardware equipment
Our company will be responsible for quick response to user questions. In the event of certain hardware failures that require the manufacturer to participate in maintenance, our company’s engineers will first pre-process and notify the manufacturer as soon as possible. Maintenance engineers will also inform users of the latest hardware equipment upgrades according to user needs to ensure the normal operation of the system and smooth upgrades to improve the stability and scalability of the system.
Four, after-sales service of system software
Our company provides corresponding maintenance services for the system software in user projects, including databases, operating systems, and related software, etc. The system software services provided by our company include: system resource allocation and efficiency improvement suggestions version updates and system function descriptions system capacity prediction suggestions software configuration planning and performance optimization system software application and maintenance technical consultation
5. After-sales service of application software
Our company will provide free maintenance and technical support services for related application software after the user's acceptance of the system, and provide lifetime discount system maintenance support services. The main contents include: free maintenance after project acceptance; system functions and contracts The parts with differences are required to be maintained free of charge at any time; Free technical consulting services; For changes, adjustments and new business requirements raised outside the free maintenance period, our company will provide preferential technical services;
Six, the specific content of the service commitment
No matter today or tomorrow, our company will work closely with users, integrate advanced and applicable information technology into the continuously innovative management information system, and provide users with strong and reliable technical support to improve the modern management level and achieve greater development. Service response time does not exceed 2 hours. In the critical stage of system implementation, our company will arrange dedicated technical support service personnel (groups) to carry out on-site maintenance to ensure that system failures in any place require emergency services to be resolved in time. After half a year of safe operation of the system, if on-site emergency services are required, our company’s technicians will arrive on site within 12 hours to provide accurate and effective services. At any stage of system operation, our company will provide online consulting services and regular inspection and maintenance services for the system not less than once every three months. During the warranty period of the bidding product, if there is a quality problem, we provide high-quality after-sales service; free replacement parts and components to ensure the normal operation of the equipment; after the warranty period, only the cost is charged, and the system is maintained for life; our company is in the after-sales service The aspect promises to provide preferential terms not lower than those offered by other suppliers.
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