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      技術與服務 - 服務 - 公告
      公告

      您好!

        承蒙您對杭州中威電子股份有限公司(以下簡稱“中威電子”)的信任!

        中威電子始終以“客戶為核心,為客戶創造價值最大化”為宗旨,努力滿足來自不同行業不同需求的客戶需求。
      本文檔(“服務公告”)詳細闡述了中威電子產品售后提供的相關服務內容。主要包括電話及遠程技術支持,現場技術支持,以及平臺類產品相關支持。


        本服務公告所提及的服務內容將與隨公司出售產品的購銷合同內容保持一致,提供的服務級別實際的購銷合同為準。

      電話技術支持服務:

        熱線電話遠程技術服務


          免費技術服務熱線:800-857-1264

          華北服務熱線:010-59670636         

          華中華東服務熱線:0571-88390905

          華南服務熱線:020-85603513

          西南服務熱線:023-67877019


        客戶通過撥打中威電子客服熱線,獲得8*5正常工作日電話支持服務。技術支持人員通過電話幫助客戶對我公司銷售產品的軟硬件問題進行故障診斷,并幫助客戶解決問題。


        在聯系公司的的客服過程中,請客戶如實提供以下信息,以便技術人員快速準確的協助您排查故障。

        A. 呼叫之前,客戶應準備妥當下列產品相關信息:
        產品序列號(S/N)
        機器型號/功能
        2008年11月(含11月)前設備,除提供以上信息外,需提供采購單位,項目名稱。


        B. 與公司進行電話交流時,客戶應準備妥當下列信息:
        故障情況說明
        確保對應設備的外圍工作環境正常。 如外圍光路、以太網絡等。


      現場技術支持服務:

        中威電子在華北、華中、華南、西南等區域的多省市設立辦事處及項目售后駐點,方便第一時間為客戶提供服務。
        經公司客戶服務中心的熱線電話和遠程技術支持確認故障后,對于確定非現場環境引起的設備問題,我公司將會派遣專業的售后服務工程師上門進行現場排查。
        注:現場技術支持,不進行電路級的現場維修工作。對判斷有故障的設備,帶回或寄回公司交由相關部門維修后返還現場。我公司自收到送修產品之日起,將在3-5個工作日之內修復或更換相應的替代品。(不包括郵寄中途時間)

        為確保現場技術支持人員更有效、安全地開展工作,履行支持服務職責,請客戶盡可能保障以下幾點:
        保證我公司工作人員全面、安全、及時地接觸到故障設備。
        盡可能提供對故障設備有一定了解的技術人員,在維修過程中在場協助我公司工作人員診斷故障。
        確保故障設備在容易接近的地點,具有充分適宜的空間、健康和安全條件。


      平臺類產品相關支持服務:

        中威電子視頻綜合管理平臺功能強大,結構復雜的特點,我公司提供以下各項具有針對性的指導與技術支持,確保客戶能進行熟練的操作與簡單的維護工作。
        前期培訓 包括產品相關知識的介紹,現場設備的安裝指導,以及調試方法,功能設置,端口定義,接線方法等培訓。
        調試實施 配合現場工程人員,進行平臺的綜合調試,如軟硬件和數據庫的配置。通過現場帶訓的方式,指導客戶技術人員展開調試工作。
        后期用戶培訓與開通驗收保障 對最終用戶及后期維護人員,進行使用操作和日常維護等知識的培訓。并針對各重大項目配合工程商做開通或驗收的保障工作。

        為確保現場技術支持人員更有效、安全地開展工作,履行支持服務職責,請客戶盡可能保障以下幾點:
        前期培訓 搭建設備模擬平臺用于對相關產品進行實體聯接,如提供視頻源、外圍信號設備等;
        調試實施 確保現場與平臺相關設備的供電及外圍鏈路(如光纖,以太網絡等)正常;確保調試過程中,有相關技術知識的技術人員配合調試;通過我公司的技術人員教帶,開展后期的調試維護工作。
        后期用戶培訓與驗收保障 客戶應安排好時間和場地,配合培訓工作的進行,做好開通或驗收的前期準備工作。


      備件替換服務:

        設備出廠90天內(以出廠產品的序列號為準),客戶經過熱線電話或售后服務工程師的現場確認,診斷為設備引起的故障,我公司提供替換服務。
        各產品的保修、備件替換等服務措施以簽訂的銷售合同為準。


      ?
      ?

      中威電子官方微信

      中威電子官方微信
      99彩票
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