Service

1.After-sales service management objectives

In order to standardize the after-sales service work of enterprises, meet the needs of users, ensure that users can maximize the benefits when using our company's products, and improve user satisfaction with the products, we have formulated an after-sales service management system and workflow.

2.After-sales service content

(1)Under normal operating conditions, if requested by the customer, technical personnel can be dispatched to the site to conduct performance testing and maintenance on various system equipment, eliminate hidden dangers, and address backlogged issues.

(2)When the system experiences a malfunction, technical personnel will be promptly dispatched to the site for maintenance, with a response provided within 4 hours. In emergency situations, they will arrive at the domestic site within 24 hours. According to the requirements of the contract and technical agreement, during the warranty period, for malfunctions or accessory damages caused by product material or other quality issues, we will repair or replace the corresponding parts free of charge for the user.

(3)Conduct routine inspections on supporting equipment and circuits to identify the cause of any malfunctions.

(4)For products beyond the warranty period, we will promptly address any malfunctions and ensure customer satisfaction through company-provided quotations (including parts, personnel travel, etc.) and business communication.

(5)For those requiring installation and debugging in the contract, organize personnel to install and debug the products and provide training to the user's staff within the specified timeframe.

(6)Regularly organize personnel to visit key areas and key customers to understand the usage of products and solicit users' opinions on product design, system compatibility, and craftsmanship;

(7)Provide technical training for user operation and maintenance personnel, so that the operators can proficiently operate the system, identify faults, and troubleshoot simple issues.

(8)If there are any uncertainties or malfunctions affecting general normal operation during the operation period, the on-duty personnel will provide timely telephone service support.

(9)If there are any unclear points or malfunctions affecting general normal operation during the operation period, the on-duty personnel will provide timely telephone service support.

(10)Establish and maintain records of events and timelines, and retain after-sales service documents signed by both parties.

(11)The replacement of equipment and components must use products of the original brand, specification, and model. If the original manufacturer discontinues production of the product, equipment with the same technical specifications must be purchased and approved by Party A before use.