Model product after-sales service plan (I) I. Definition of failure and service level
Our company will take corresponding service measures in strict accordance with the faults and service levels determined by the bidder;
1, fault classification.
First-class fault (major fault): refers to the system paralysis or service interruption in the operation of equipment or software, resulting in the failure to realize the basic functions of equipment; Failure that other services are interrupted for more than 10 minutes or cause the loss of critical business data.
Secondary failure (major failure): refers to the failure of running equipment or software, which directly affects the service, resulting in partial loss of system performance or service capacity; The failure of running equipment or software has the potential danger of system paralysis or service interruption, and may lead to equipment or operating system failure.
Three-level failure (two-level failure): refers to the failure of running equipment or software, which affects the function and performance of the system, but the key business is not affected.
2. Response time of service failure level.
Second, the service content
We promise to provide the following services:
1, telephone support service
We provide technical support to the tenderee by telephone to help it solve the problems in the daily operation of the system.
We set up a 7×24 on-duty telephone and arranged for experienced engineers to receive fault reports. When the equipment or software fails, the tenderer will report the failure through our duty response telephone. When we need to refer to relevant information before answering the questions of the tenderee, we should ensure to reply within 10 minutes for the service levels of A and B; For class C service, make sure to reply within half an hour.
2. On-site support services
For equipment or software failures that telephone support can't solve, or things that the tenderer thinks are important, we will deal with them quickly.
Provide on-site technical services without shirking as soon as possible, arrange experienced technical support engineers to analyze the cause of the failure, formulate the solution to the failure, and finally eliminate the failure. After troubleshooting, a failure analysis report will be compiled according to this failure, mainly including the causes of this failure and the solutions to avoid this failure in the future.
3. Emergency spare parts service
We have set up spare parts and spare hangars. In case the equipment can't work normally and can't be repaired in a short time, or under other circumstances that the tenderer thinks necessary, we will transport spare parts or spare machines to the fault site for on-site replacement within 4 hours. On the premise of successful replacement and complete recovery of system failure, the replaced equipment should be further repaired or replaced.
4, detection services and key security services
We will regularly carry out on-site inspection on the equipment and software within the warranty service scope of the tenderee, find hidden dangers in operation in time, reduce the probability of system failure through system adjustment and other means, and ensure the stable and efficient operation of the system.
We need to cooperate with the tenderee's engineer to fill in the inspection record form after completing the on-site equipment and software inspection. We submit the inspection report within three working days after the inspection is completed. We need to establish system maintenance files for the tenderee, and provide suggestions and schemes for upgrading, transforming and replacing equipment and software according to the system operation. In the process of system inspection, we need to conduct on-site training for the tenderee's engineers according to the needs of the tenderee, and provide storage basic use and inspection documents to facilitate the daily use and maintenance of the tenderee's engineers.
5. Exchange training
We will communicate with customers' operation and maintenance personnel on a regular basis, and train customers on daily equipment maintenance.
6. Adjust technical support
According to the time requirements and operation requirements put forward by the buyer (including the buyer's dual-machine configuration, hardware relocation, system upgrade and the bidder's cooperation in completing system shutdown, startup and troubleshooting when the system is cut over), we arrived at the site on time to provide technical support services. Our engineers should cooperate with the buyer to analyze the operation of the system to ensure the stable operation of the system.
Third, the service response process
1, customer service request received.
2. Confirm the support method (telephone &; Site).
3, judge the fault (equipment hardware fault &; Equipment software adjustment).
4. Equipment hardware failure (RMA operation on the equipment).
5, equipment software failure (equipment software adjustment).
6, confirm the equipment fault elimination.
7. Feedback the implementation to customers.
Model of product after-sales service scheme (II) In order to better serve the needs of users and guide the use of timely after-sales service, we adhere to the spirit of "pursuing high quality, high quality and customer satisfaction". Based on the principle of "considerate service and reliable product quality", we make the following commitments to users:
I. Product Quality Commitment
1. The products are manufactured and tested in line with national standards.
2. The products are tested by professional testing personnel to ensure that all indicators of the products meet your requirements.
3. If the products we bring have quality problems during the warranty period, we are willing to bear all the responsibilities.
Second, the delivery date commitment
We guarantee that the products we bring will be delivered to the designated place according to the time required by the demander. If you have special requirements that need to be completed in advance, we can negotiate with you to ensure that your needs are met in time.
3. If the goods brought by the supplier are found to have any problems (including appearance damage) after unpacking, they must be solved in a way that users can understand: timely maintenance and replacement, and replacement with brand-new products.
4. During the warranty period, if the same equipment and the same quality problem cannot be used normally after three consecutive repairs, we promise to replace the new equipment with the same brand and model, and implement the "three guarantees" service of product quality. Outside the warranty period, the replacement and maintenance of the equipment only charges for spare parts, not for manual technology and service fees.
Verb (abbreviation of verb) after-sales service potential and during the design service life of the equipment, we promise to ensure that users can replace original genuine parts to ensure the normal use of the equipment. The bidder shall specify the maintenance charging standard after the warranty period, the location of the maintenance spare parts warehouse and the location of the manufacturer's maintenance station.
Six, establish a reasonable sales service management system and system.
1, pre-sales service. Set up a special sales service organization, and the company will arrange relevant professionals to be present to teach correct and timely use.
2. Selling services. In order to prevent unnecessary losses caused by improper use by users, the company will send relevant technicians to the grassroots level to provide technical guidance to users in the process of product use. Ensure the correct use of this product, so that users can use it safely.
3. After-sales service. Our company will respond to the maintenance service within 2 hours and arrive at the site for maintenance within 12 hours. In order to do a good job in after-sales service of products and receive feedback from users in time, the company set up a special xx after-sales service telephone number, which was answered by professionals and recorded in time, and brought solutions to problems. If on-site guidance is needed, the company will arrange relevant professionals to the designated place for timely guidance within 24 hours.
4. After-sales service statement: All services provided by our company are free.
Seven, product after-sales plan
1. After the normal operation and acceptance of the equipment, our company will assign professional engineers to provide your company with on-site maintenance and operation training without personnel restrictions, and the company will organize training twice a year. Training materials include: knowledge of correct operation and use of equipment; Identify main faults and necessary recovery methods; Common troubleshooting methods.
2. Regularly send professionals to the owner to check the running status of the equipment. Take a combination of "consultation system" and "reward and punishment system" to completely solve the problem.
After-sales service plan of model products (III) I. Commitment of after-sales service content of the project
Our company carries out the tenet of "honesty, achieving customers, striving for self-improvement, and pursuing Excellence", provides quality tracking service for completed qualified projects, and dedicates first-class technology and first-class maintenance service to users in the spirit of technical Excellence. If our company undertakes the airport pick-up project, it will strictly abide by the provisions of the tender and contract and provide the owner with the responsibilities and obligations during the warranty period of the project. After the warranty period, considering the continuity of equipment maintenance, it is suggested that the owner sign a maintenance contract with our company to ensure the technical support and management support needed for the normal operation of this system project.
Two. Service and warranty after-sales service start from the date of project acceptance, including the following aspects:
1, after-sales service period.
2. Maintenance personnel.
3. After-sales service project.
4. Service response time.
Third, the after-sales service period
The after-sales service period starts from the date when the project is accepted. After-sales service period = quality guarantee period+quality maintenance period Quality guarantee period: During the quality guarantee period, equipment, components and materials will be replaced free of charge due to quality problems. Failure caused by non-quality factors shall be charged for replacement of equipment, components and materials. Quality maintenance period: after the quality guarantee period, enter the quality maintenance period by itself. Provide lifelong quality maintenance service for the termination project undertaken by our company, provide the parts and materials that need to be replaced at a preferential price not higher than the unit price of the contract equipment, and charge the maintenance personnel.
Fourth, specific measures and commitments.
1. 1. Sign an after-sales service guarantee agreement with customers at the same time when signing the project contract, so as to eliminate customers' worries and make an objective commitment to seek truth from facts.
2. For the termination project that has been delivered to the user after acceptance, contact the user during the contract period, record the user's usage and system operation status, conduct quality tracking investigation, and change passive service into active service.
3. Establish system operation files for the completed receiving project, and conduct quality tracking.
4. The system operation file records the operation of the terminal picking project, the use of all kinds of equipment, the operation level of operators and the flow of personnel.
5. According to the representative problems of the operators of each user unit, technical training or on-site training guidance is given to the operators on a regular basis.
6. When the system and equipment in use fail, the company's maintenance service personnel will go to the site for treatment and maintenance in time after receiving the report.
7. For long-term airport pick-up projects, the company's maintenance service personnel regularly contact customers to inquire about the situation, visit and inspect customers regularly, make records and keep them on file.
8. Construction guarantee: experienced technicians will be arranged to be responsible for the specific construction of the pickup project, to ensure the installation quality and system use function, and to ensure the smooth, efficient and reliable operation of the whole system.
9. System Warranty As an engineering contractor, our company will strictly abide by the bidding documents and the provisions of the contract, and provide free maintenance for the owner within the warranty period from the date of completion and acceptance of the pick-up project.
10. If the equipment is damaged during the warranty period and it is identified as the fault caused by the equipment itself, we are responsible for free maintenance or replacement; At the same time, it is responsible for providing regular maintenance services for the equipment during the warranty period. In a word, in order to make the owners feel at ease and convenient to use, and ensure the normal operation of the pickup project, all the technical and maintenance personnel of the company will wholeheartedly consider the customers and go all out to create a better tomorrow together.
Verb (abbreviation of verb) Content and scope of warranty service
Our company will provide warranty service for each terminal project undertaken, and the validity period will be counted from the date when the owner signs the completion report after the project acceptance.
1. Response time: The specific response time will be divided according to the fault level.
2. Maintenance location: user's location. Our company will provide the agreed warranty service for all system projects that our company is responsible for, and use them correctly in normal environment. If it is not the current fault, our company will arrange to provide services, but we will charge separately according to the charging standard. Our company's warranty service is limited to qualified products recognized by our company. The so-called unqualified products include: products not supplied by our company, unqualified products of our company, and products whose functions are not allowed to be improved by our customers.
System damage caused by the following situations is not covered by the warranty service:
1. Improper system maintenance tools cause damage to system equipment.
2. The site environment does not meet the specifications suggested by our company.
3. Damage caused by accidents, natural disasters, negligence and improper use, wars, riots, strikes, lightning or power outages, and improper handling by customers can be modified and changed by our personnel or its authorized subcontractors.
4. Equipment maintenance and information processing methods.
Maintenance of intransitive verb system
1, system operation management In order to ensure the long-term normal operation of the system, we will carry out perfect system training, and at the same time formulate the operation procedures of each system project, and cooperate with the owner to formulate the operator responsibility interface and reasonable handover system.
2. System maintenance Our after-sales service personnel will provide services for your system project during the maintenance period to keep it in good running condition.
3, monthly maintenance adhere to the monthly maintenance, to ensure that the project mechanical device system to maintain the best working condition.
Seven. Maintenance and service support measures
1. The telephone hotline number of telephone support service is subject to the number provided by us to the owner (including telephone and fax numbers). If there is any change, we will notify the owner by email, fax or telephone within at least 3 days from the date of change.
2. On-site troubleshooting or technical guidance After receiving the owner's telephone support service request, if the technical fault of the equipment or product cannot be solved by telephone support service, and it is confirmed by both parties that on-site support is needed, we will send professional project technicians to the site in time to assist the owner in troubleshooting.
3. Telephone consultation service We provide telephone consultation service for non-fault problems arising from the use of equipment or products by owners.
4. Complaint acceptance service.