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.对于每位客户，我们都要详细了解和分析客户的不同需要和环境，为他们提供最完善的技术方案和优良的售后服务。我们非常重视客户系统的有效运行，在为客户提供解决方案的同时，进行详尽的技术支持与售后服务方面的考虑，以保护客户在软件和硬件方面的投资。
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，为了更好的保护贵方的投资效益，我公司结合多年弱电工程服务经验对贵方做出以下几点承诺。
Special line of after-sales service: 售后服务专线电话：
Classification of after-sales service: 售后服务分类：
The core professional equipment: the service for all core professional equipment includes “three guarantees” implemented by original factories, with time limit of two year.
核心专业设备：所有核心专业设备均包含原厂家的三包服务执行。时限为二年。
Auxiliary support equipment: carried out according to the engineering type after-sales service commitments of our company.
辅助支撑设备：按照我单位的工程类售后服务承诺执行。
Stage division of after-sales service: 售后服务阶段划分
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.
保质期内的售后服务：根据合同规定的保质期内的售后服务阶段。
保质期外的售后服务：保质期外的售后服务阶段。该阶段包括两种情况：客户和我公司重新签订售后服务合同和保质期外无服务合同签订两种情况。
The after-sales service commitments within the warranty period: 保修期间售后服务承诺
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.
我们承诺对该工程弱电部分所涉及的我方采购的设备和材料提供为期二年的免费保修服务。
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.)
本次公共弱电部分所有我方提供设备均由我们公司和设备生产厂家协同提供备件现场保修服务。我们公司和设备厂家负责对提供的设备进行维修来确保系统的稳定运行。视其具体损坏配件，作即时处理措施，而用户不需要付任何费用。(附注：无约定的外围设备、消耗品不列入保用范围);
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).
保修期内，所有的设备保修服务方式均由我公司承担二年全免费设备上门保修服务：凡本公司承接的所有弱电工程(包括主设备及其预先确认保修的外围设备以及线路工程)的用户，可享有二年的全免费上门服务。即工程验收日起二年内如设备发生任何非人为及自然灾害的损坏故障，本公司将以最快速度派员上门4小时内，中间产生的一切费用由我公司承担。项目验收后，前三个月每月至少安排一次例行上门维护，以后则第季度上门一次例行维护;(其中包括线路的日常检测，主设备的整机除尘，其它设备的清洁保养)。
3) Our company will provide after-sales service with specially-assigned persons in special regions.
我公司将提供专区专人售后服务.
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.
终身免费保养服务：二年保修期满后，设备享有终身免费保养服务。用户不需付检测费、维修费。把设备送至本公司技术维修部即可免费维修。只有在需要换零配件时才收回零配件成本，否则不需付任何费用。而有需要公司派员上门解决的，可按每次收取若干上门费用，实行有偿上门服务。
The specific contents of after-sales service commitments: 售后服务承诺具体内容如下：
A. technical support commitment技术支持承诺
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.
我公司将向客户提供免费技术支持，其内容包括：电话支持、现场维护、备件更换、系统故障报告和预防、对客户的定期巡检等。
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小时提供电话支持;第一时间电话响应;在节假日、休息日或下班期间，用户可通过手机或电话与技术支持人员取得联系，我们保证用户的问题在任何时间都能得到及时的响应。当本系统的设备发生故障时，双方技术人员首先电话联络或通过远程登录用户网络，使我方技术人员能够了解故障现象和可能引发故障的原因，使小故障得以快速排除;对通过电话不能排除的故障，我们将及时派遣熟练工程师，携带所需的部件到到现场进行故障诊断，即时更换出现故障的设备，将系统故障时间降至最低。
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.
现场服务：本工程特别委派一名参与本工程的工程师在保修期进行驻地售后服务，最迟4小时到达故障现场进行故障排除。一方面及时解决现场出现的故障，同时根据客户的维护需求向公司和厂家寻求更多的服务来完成维护工作。
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.
实行备件先行服务方式：当设备出现故障时我公司将24小时内赶到现场并将备件替换上以保证系统的正常运行。我们将保证项目中我方所提供设备有充足的备件供应。以方便用户快速地更换零部件。一旦设备发生故障，我们将及时从库中为用户提供备件(可能是同型号产品或同等功能产品或性能更优越的产品)，以替换损坏的设备，维持用户系统的正常运行。在设备保修期间，我公司将积极响应客户提出的硬件维修要求，并尽快使客户系统恢复正常。
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.
在维护的过程中对已经维护的设备和系统进行统计，来确定设备的使用情况和及时发现设备可能存在的隐患来预防设备出现的故障。同时也做好设备的备件。
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.
为了使客户的系统状态达到最佳并及时发现潜在的故障隐患，防患于未然，减少设备发生故障的概率，保证系统的稳定运行。承诺以每3个月作为一个时间段,对我们为用户安装的系统进行例行技术检查一次。检查后向用户提交系统现状评价及整改建议、新的设备与操作系统清单。
The specific contents of routing inspection service: 巡检服务的具体内容:
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.预先提供检查内容，得到用户确认后进行服务;
2.收集上一系统运行周期的运行参数信息;
3.指导用户进行系统优化的实施;
4.针对出现的故障或优化中的问题与用户的技术小组进行讨论;
5.提交巡检报告;
6.确定下阶段的主要工作内容和目标。
B. customers training and technical support客户培训、技术支持
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.
凡我司客户，免费提供专人培训，率先实行先培训后购设备的优惠措施，给用户提供一个良好的售前服务。项目结束后，我公司会提供详细的与项目有关的客户培训工作，使客户掌握使用系统和进行系统维护的知识和经验，具备正确使用、维护系统的能力。在日常的工作中客户可随时与我方沟通要求我方提供客户培训服务。在系统的使用中，我公司会提供全方位的技术支持工作，客户不能解决或不清楚的地方可随时向我方工作人员联系，获得帮助。客户在使用过程中遇有任何疑难问题，可随时来电咨询或我司技术员上门服务。
C. Report and precautionary measures of system faults系统故障报告和系统故障预防措施
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.
我们的工程师要对系统中发生的故障及处理方法给出技术支持与售后服务总结报告和技术分析报告，以利于用户分析系统运行状态，总结问题产生的原因及预防方法。此外，我们还将同各个软硬件厂商进行协作，将各厂商新近发现的重要问题与缺陷(Bugs)及时通知用户，使用户防患于未然。
D. Supervisory managerial mechanism of services服务监督管理机制
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.
我公司对所提供的技术支持与售后服务，执行严格的监督管理机制，如果客户对我公司的技术服务人员存在不满意或不按合同服务标准提供相应服务的情况，可以直接反馈到公司总部。此时，总部将另行安排更高级技术服务人员，直至公司负责领导，亲赴现场，以圆满解决问题。
