Commitment for After-sales Service of Weak current Equipment

　　As for each customer, we should get to know and analyse their different needs and environments in detail and provide most perfect technical projects and good after-sales service for them. We attach great importance to the effective operation of customers’ systems. We provide solutions for the customers and meanwhile, we also take detailed technical support and after-sales service into consideration so as to protect the investment of customers in software and hardware.

　　對于每位客戶，我們都要詳細(xì)了解和分析客戶的不同需要和環(huán)境，為他們提供最完善的技術(shù)方案和優(yōu)良的售后服務(wù)。我們非常重視客戶系統(tǒng)的有效運(yùn)行，在為客戶提供解決方案的同時，進(jìn)行詳盡的技術(shù)支持與售后服務(wù)方面的考慮，以保護(hù)客戶在軟件和硬件方面的投資。

　　After completion of works, in order to protect your investment benefits better, our company makes the following commitments combining with our several years’ experience in weak current engineering service.

　　在工程竣工后，為了更好的保護(hù)貴方的投資效益，我公司結(jié)合多年弱電工程服務(wù)經(jīng)驗(yàn)對貴方做出以下幾點(diǎn)承諾。

　　Special line of after-sales service: 售后服務(wù)專線電話：

　　Classification of after-sales service: 售后服務(wù)分類：

　　The core professional equipment: the service for all core professional equipment includes three guarantees implemented by original factories, with time limit of two year.

　　核心專業(yè)設(shè)備：所有核心專業(yè)設(shè)備均包含原廠家的三包服務(wù)執(zhí)行。時限為二年。

　　Auxiliary support equipment: carried out according to the engineering type after-sales service commitments of our company.

　　輔助支撐設(shè)備：按照我單位的工程類售后服務(wù)承諾執(zhí)行。

　　Stage division of after-sales service: 售后服務(wù)階段劃分

　　The after-sales service within warranty period: according to the after-sales service stage within warranty period as specified in the contract.

　　The after-sales service after the guarantee period: according to the after-sales service stage after the warranty period. This stage includes two kinds of conditions: the customer and our company re-sign an after-sales service contract and there is no service contract after the guarantee period.

　　保質(zhì)期內(nèi)的售后服務(wù)：根據(jù)合同規(guī)定的保質(zhì)期內(nèi)的售后服務(wù)階段。

　　保質(zhì)期外的售后服務(wù)：保質(zhì)期外的售后服務(wù)階段。該階段包括兩種情況：客戶和我公司重新簽訂售后服務(wù)合同和保質(zhì)期外無服務(wù)合同簽訂兩種情況。

　　The after-sales service commitments within the warranty period: 保修期間售后服務(wù)承諾

　　We are committed to providing two-year free warranty service for the equipment and materials purchased by our party involved in the weak current part of this engineering.

　　我們承諾對該工程弱電部分所涉及的我方采購的設(shè)備和材料提供為期二年的免費(fèi)保修服務(wù)。

　　1) Spare parts and on-site warranty service will be provided by our company and equipment manufacturer for all the equipment provided by our party used in the public weak current part. Our company and the equipment manufacturers are responsible for the maintenance of the provided equipment to guarantee the stable operation of the systems. Real-time treatment measures will be taken to the specific damaged accessories and the customers don’t need to pay any charges for them. (Remark: the unspecified peripheral equipment and consumables won’t be included in the warranty scope.)

　　本次公共弱電部分所有我方提供設(shè)備均由我們公司和設(shè)備生產(chǎn)廠家協(xié)同提供備件現(xiàn)場保修服務(wù)。我們公司和設(shè)備廠家負(fù)責(zé)對提供的設(shè)備進(jìn)行維修來確保系統(tǒng)的穩(wěn)定運(yùn)行。視其具體損壞配件，作即時處理措施，而用戶不需要付任何費(fèi)用。(附注：無約定的外圍設(shè)備、消耗品不列入保用范圍);

　　2) Within the warranty period, door-to-door warranty service is provided for all the equipment once two year and all the charges are borne by our company: all the customers involved in weak current engineering (including primary devices, peripheral equipment whose warranty is confirmed in advance and the line engineering) undertaken by our company can enjoy two-year free door-to-door service, which means if any breakdown caused by non-artificial damage or natural disaster happens to the device within two year since the date of acceptance of works, our company will send persons to provide service as soon as possible within 4 hours and all the expenses incurred will be borne by our company. After project acceptance, at least once routine door-to-door maintenance will be arranged in the first three months. Afterwards, routine door-to-door maintenance is offered once each season (including the daily detection of the lines, de dusting of the complete primary devices as well as cleaning and maintenance of other devices).

　　保修期內(nèi)，所有的設(shè)備保修服務(wù)方式均由我公司承擔(dān)二年全免費(fèi)設(shè)備上門保修服務(wù)：凡本公司承接的所有弱電工程(包括主設(shè)備及其預(yù)先確認(rèn)保修的外圍設(shè)備以及線路工程)的用戶，可享有二年的全免費(fèi)上門服務(wù)。即工程驗(yàn)收日起二年內(nèi)如設(shè)備發(fā)生任何非人為及自然災(zāi)害的損壞故障，本公司將以最快速度派員上門4小時內(nèi)，中間產(chǎn)生的一切費(fèi)用由我公司承擔(dān)。項(xiàng)目驗(yàn)收后，前三個月每月至少安排一次例行上門維護(hù)，以后則第季度上門一次例行維護(hù);(其中包括線路的日常檢測，主設(shè)備的整機(jī)除塵，其它設(shè)備的清潔保養(yǎng))。

　　3) Our company will provide after-sales service with specially-assigned persons in special regions.

　　我公司將提供專區(qū)專人售后服務(wù).

　　4)our company provides lifelong free maintenance service: After two year’s warranty period, the equipment enjoys lifelong free maintenance service and the users don't need to pay detection fees and maintenance costs. The devices can be maintained free of charge when they are sent to the technical maintenance department of our company. Only when the spare and accessory parts are needed to be replaced, will the costs of them be charged, or none fees are charged. If staffs of our company are needed to provide service, some door-to-door service fees will be charged each time and paid door-to-door service will be carried out.

　　終身免費(fèi)保養(yǎng)服務(wù)：二年保修期滿后，設(shè)備享有終身免費(fèi)保養(yǎng)服務(wù)。用戶不需付檢測費(fèi)、維修費(fèi)。把設(shè)備送至本公司技術(shù)維修部即可免費(fèi)維修。只有在需要換零配件時才收回零配件成本，否則不需付任何費(fèi)用。而有需要公司派員上門解決的，可按每次收取若干上門費(fèi)用，實(shí)行有償上門服務(wù)。

　　The specific contents of after-sales service commitments: 售后服務(wù)承諾具體內(nèi)容如下：

　　A. technical support commitment技術(shù)支持承諾

　　Our company will provide free technical support for the customers, the contents of which include: phone support, on-site maintenance, replacement of spare parts, system fault report and prevention, andregular visit to the customer etc.

　　我公司將向客戶提供免費(fèi)技術(shù)支持，其內(nèi)容包括：電話支持、現(xiàn)場維護(hù)、備件更換、系統(tǒng)故障報告和預(yù)防、對客戶的定期巡檢等。

　　1) Provide 7*24 hours phone support and respond to the phones the soonest possible. In the period of holidays and festivals, off day and off duty, users can contact the technical support staffs by cell phones or telephones. We guarantee the questions of the users can get timely response at any time. When the devices of the system break down, the technical staffs of both parties should firstly contact by phone or log in the users network remotely to make our technical staffs get to know the fault phenomenon and the possible reasons and get the small faults eliminated quickly. As for the faults that can’t be eliminated by phone, we shall send skilful engineers to conduct fault diagnosis on site with the needed parts and replace the broken-down devices immediately to minimize the fault time of the system.

　　7*24小時提供電話支持;第一時間電話響應(yīng);在節(jié)假日、休息日或下班期間，用戶可通過手機(jī)或電話與技術(shù)支持人員取得聯(lián)系，我們保證用戶的問題在任何時間都能得到及時的響應(yīng)。當(dāng)本系統(tǒng)的設(shè)備發(fā)生故障時，雙方技術(shù)人員首先電話聯(lián)絡(luò)或通過遠(yuǎn)程登錄用戶網(wǎng)絡(luò)，使我方技術(shù)人員能夠了解故障現(xiàn)象和可能引發(fā)故障的原因，使小故障得以快速排除;對通過電話不能排除的故障，我們將及時派遣熟練工程師，攜帶所需的部件到到現(xiàn)場進(jìn)行故障診斷，即時更換出現(xiàn)故障的設(shè)備，將系統(tǒng)故障時間降至最低。

　　2) Field service: an engineer participating in this engineering is particularly appointed to conduct station after-sales service within the warranty period. At least 4 hours to arrive at the fault site. On the one hand, he can eliminate the faults occurred on site in time, on the other hand, he can also seek for more services from the company and manufacturers to finish maintenance work according to the maintenance requirements of the customers.

　　現(xiàn)場服務(wù)：本工程特別委派一名參與本工程的工程師在保修期進(jìn)行駐地售后服務(wù)，最遲4小時到達(dá)故障現(xiàn)場進(jìn)行故障排除。一方面及時解決現(xiàn)場出現(xiàn)的故障，同時根據(jù)客戶的維護(hù)需求向公司和廠家尋求更多的服務(wù)來完成維護(hù)工作。

　　3) Carrying out spare parts-priority service mode: when the equipment breaks down, related personnel of our company will arrive at the site within 24 hours and replace the parts to guarantee the normal operation of the system. We shall guarantee a sufficient spare parts supply for the equipment supplied by us in the projects so that the users can replace the accessories quickly. Once any fault occurs about the equipment, we shall provide spare parts (maybe they are products with the same models or equal functions or with better performance) for the users from the inventory to replace the damaged device and maintain the normal operation of the systems. In the warranty period of the equipment, we shall make active response to the hardware maintenance requirements put forward by the customers and make the systems return to normal state as soon as possible.

　　實(shí)行備件先行服務(wù)方式：當(dāng)設(shè)備出現(xiàn)故障時我公司將24小時內(nèi)趕到現(xiàn)場并將備件替換上以保證系統(tǒng)的正常運(yùn)行。我們將保證項(xiàng)目中我方所提供設(shè)備有充足的備件供應(yīng)。以方便用戶快速地更換零部件。一旦設(shè)備發(fā)生故障，我們將及時從庫中為用戶提供備件(可能是同型號產(chǎn)品或同等功能產(chǎn)品或性能更優(yōu)越的產(chǎn)品)，以替換損壞的設(shè)備，維持用戶系統(tǒng)的正常運(yùn)行。在設(shè)備保修期間，我公司將積極響應(yīng)客戶提出的硬件維修要求，并盡快使客戶系統(tǒng)恢復(fù)正常。

　　4) During the maintenance process, the equipment and systems that have already been maintained will be calculated to determine the use conditions of the devices and find out their possible hidden troubles timely to prevent the reoccurring of the faults and make the spare parts of the devices better.

　　在維護(hù)的過程中對已經(jīng)維護(hù)的設(shè)備和系統(tǒng)進(jìn)行統(tǒng)計，來確定設(shè)備的使用情況和及時發(fā)現(xiàn)設(shè)備可能存在的隱患來預(yù)防設(shè)備出現(xiàn)的故障。同時也做好設(shè)備的備件。

　　5) In order to make the systems of the customers reach the optimum state and find out the potential faults in time as well as reduce the probability of the faults and guarantee the stable operation of the systems, we promise to make routine technical detection to the installed systems once per three months. After detection, we shall provide the current situation evaluation and rectification suggestion as well as the lists of new devices and operation systems for the customers.

　　為了使客戶的系統(tǒng)狀態(tài)達(dá)到最佳并及時發(fā)現(xiàn)潛在的故障隱患，防患于未然，減少設(shè)備發(fā)生故障的概率，保證系統(tǒng)的穩(wěn)定運(yùn)行。承諾以每3個月作為一個時間段,對我們?yōu)橛脩舭惭b的系統(tǒng)進(jìn)行例行技術(shù)檢查一次。檢查后向用戶提交系統(tǒng)現(xiàn)狀評價及整改建議、新的設(shè)備與操作系統(tǒng)清單。

　　The specific contents of routing inspection service: 巡檢服務(wù)的具體內(nèi)容:

　　1.Provide examination contents in advance and conduct service after getting the user’s validation;

　　2. Collect the operating parameters information of the system in the last operational cycle;

　　3. Guide the users to implement system optimization;

　　4. Discuss with the users’ technical teams aiming to the occurred faults or problems emerging in the course of optimization;

　　5. Submit routing inspection report;

　　6. Confirm the main work contents and target of the next stage;

　　1.預(yù)先提供檢查內(nèi)容，得到用戶確認(rèn)后進(jìn)行服務(wù);

　　2.收集上一系統(tǒng)運(yùn)行周期的運(yùn)行參數(shù)信息;

　　3.指導(dǎo)用戶進(jìn)行系統(tǒng)優(yōu)化的實(shí)施;

　　4.針對出現(xiàn)的故障或優(yōu)化中的問題與用戶的技術(shù)小組進(jìn)行討論;

　　5.提交巡檢報告;

　　6.確定下階段的主要工作內(nèi)容和目標(biāo)。

　　B. customers training and technical support客戶培訓(xùn)、技術(shù)支持

　　All the customers of our company will be provided free training and we take the lead in carrying out the preferential measures of training before purchasing the devices, providing a good pre-sale service for the users. After completion of projects, detailed customer training work related with the projects will be provided, making the customers master the systems using and maintenance knowledge and experience and get the ability of using and maintaining the systems correctly. In daily work, the customers can communicate with our party at any time and request us to provide customer training service. During the using process of our systems, our company will provide all-round technical support work. As for what the customers can’t solve or aren’t clear about, they can contact us at any moment to get help. If any problem is encountered with in the using process, they can also call to consult us at any time or our technicians can also provide door-to-door service.

　　凡我司客戶，免費(fèi)提供專人培訓(xùn)，率先實(shí)行先培訓(xùn)后購設(shè)備的優(yōu)惠措施，給用戶提供一個良好的售前服務(wù)。項(xiàng)目結(jié)束后，我公司會提供詳細(xì)的與項(xiàng)目有關(guān)的客戶培訓(xùn)工作，使客戶掌握使用系統(tǒng)和進(jìn)行系統(tǒng)維護(hù)的知識和經(jīng)驗(yàn)，具備正確使用、維護(hù)系統(tǒng)的能力。在日常的工作中客戶可隨時與我方溝通要求我方提供客戶培訓(xùn)服務(wù)。在系統(tǒng)的使用中，我公司會提供全方位的技術(shù)支持工作，客戶不能解決或不清楚的地方可隨時向我方工作人員聯(lián)系，獲得幫助?？蛻粼谑褂眠^程中遇有任何疑難問題，可隨時來電咨詢或我司技術(shù)員上門服務(wù)。

　　C. Report and precautionary measures of system faults系統(tǒng)故障報告和系統(tǒng)故障預(yù)防措施

　　Our engineers should make final report and technical analysis report about the technical support and after-sales service aiming to the faults occurred in the systems and their handling methods to facilitate the users to analyse the operating state of the systems and summarize the causes and precautions of the problems. Besides, we should also cooperate with various software and hardware manufacturers and inform the problems and bugs the manufacturers have discovered recently to the users timely, making the users take preventive measures.

　　我們的工程師要對系統(tǒng)中發(fā)生的故障及處理方法給出技術(shù)支持與售后服務(wù)總結(jié)報告和技術(shù)分析報告，以利于用戶分析系統(tǒng)運(yùn)行狀態(tài)，總結(jié)問題產(chǎn)生的原因及預(yù)防方法。此外，我們還將同各個軟硬件廠商進(jìn)行協(xié)作，將各廠商新近發(fā)現(xiàn)的重要問題與缺陷(Bugs)及時通知用戶，使用戶防患于未然。

　　D. Supervisory managerial mechanism of services服務(wù)監(jiān)督管理機(jī)制

　　We carry out serious supervisory managerial mechanism for the technical support and after-sales service provided by our company. If the customers aren’t satisfied with our technical service staffs or they don’t provide corresponding service as per the standards stipulated in the contract, they can give direct feedback to the corporate headquarter. Then the headquarters will arrange more senior technicians, even the corporate leaders to go to the site in person so as to solve the problems satisfactorily.

　　我公司對所提供的技術(shù)支持與售后服務(wù)，執(zhí)行嚴(yán)格的監(jiān)督管理機(jī)制，如果客戶對我公司的技術(shù)服務(wù)人員存在不滿意或不按合同服務(wù)標(biāo)準(zhǔn)提供相應(yīng)服務(wù)的情況，可以直接反饋到公司總部。此時，總部將另行安排更高級技術(shù)服務(wù)人員，直至公司負(fù)責(zé)領(lǐng)導(dǎo)，親赴現(xiàn)場，以圓滿解決問題。