Software after-sales service plan

Part 1: Software after-sales service program

1. The company's service objectives

From the very beginning, Guanjin Company will adhere to the customer perspective, that is, to look at our work from the perspective of customers, as the service aim of our company's service education. "Customer satisfaction is our success" is the pursuit of customer service department. Customer satisfaction comes from the satisfaction of engineering quality, and more importantly, the long-term after-sales service satisfaction. We will provide comprehensive after-sales service and support for your company, so that users can be assured and happy.

2. Company commitment to after-sales service

After-sales service content

According to our company's consistent commitment to users, we will provide the following after-sales services to users:

● Equipment installation and initial stage

● System commissioning and equipment final acceptance phase

● Free maintenance period

● After the free maintenance period

At each stage, the services provided are as follows:

Pre-sales service: 1. Special customer service line: Provide free telephone technical support to answer questions about LED display technology and related issues.

2. Provide customers with complete solutions in the shortest time: comprehensive and systematic analysis of customer needs and production product uses, and provide users with the most detailed, appropriate and cost-effective design solutions in less than two days. Customers can clearly and accurately select the products they need and master the project budget. Make the user's investment to maximize economic benefits.

After the trial run is completed, we will send engineering and technical personnel to the user site to provide final test recommendations, and the final test plan will be determined by both parties. Finally, the user confirms the trial run period and the final test end.

Special services for major equipment

After-sales service: We are committed to providing warranty and lifetime tracking services for our equipment. Our company has offices or service centers in major cities such as Beijing, Shenzhen, Shanghai, Chengdu, etc., and is equipped with professional maintenance personnel and common spare parts, which can provide after-sales service for customers.

1. During the free warranty period, all faults caused by component quality reasons or production and installation processes are subject to unconditional free maintenance, except for irresistible external factors that violate the operating procedures or national regulations. Only such work is charged for such factors. fee. After the free warranty is over, the service is charged as appropriate.

2, free to provide display system software upgrade update service.

3, the user's repair and help requirements to give the fastest response, the user after the repair application, to ensure that in the shortest possible time, the fastest way to send technical personnel to the site for maintenance.

4. Equipment that needs to be returned to the factory for repair. After the equipment arrives at the factory, the repair period does not exceed 5 working days.

5. During the free warranty period, our company guarantees regular inspections and regularly dispatches engineering personnel to visit the door.

Return visit: In order to ensure that every customer service work is heard, the company's customer service center staff conducts telephone or door-to-door visits for each service work. The specific contents include service attitude, service quality, fault resolution level and so on.

Inspection: The general manager of the company and the customer service center of the company visit the customer from time to time to understand the customer's satisfaction with our products and services, to grasp the first-hand information for further improving the service level and service quality, and to provide targeted solutions for different customers. Service.


Part 2: Software after-sales service program

Jianwen software product training: We will train the project management's progress, cost, procurement, contract, quality, safety, bidding and other modules in the actual business according to the needs of users, and effectively provide the cost control level of project management. Guide the application of the multi-project management center, resource center, financial center, human resource center, operation center, and early warning center of the company's management to effectively improve the management level of the enterprise; The training will effectively improve the decision-making level of the company and strengthen the core competitiveness of the company.

Jianwen Software Workflow Customization: Assist users in customizing various workflows, establishing approval processes, and related training according to the actual business needs of users.

Jianwen Software Report Customization: Assist users in customizing various statistical reports and analysis charts and related training according to the actual business needs of users.

Secondary development of Jianwen software: According to the actual business needs of users, the system is redeveloped to realize the user's personalized functional requirements and related training.

Jianwen Software Product Patch: Patches are released from time to time to correct bugs in the product. Users can select appropriate patches as needed.

Jianwen software establishes the system module code file and error information code, which provides the basis for the maintenance of the software system.

Jianwen software system recovery service ensures that the system recovers as soon as possible after the system crashes.

Jianwen Software Virus Removal and Prevention: The virus warning service prompts users for virus episodes at any time to reduce the chance of virus infection transmission.

Jianwen software provides system maintenance reports.

Jianwen Software Assists users in establishing system security management and system usage management systems.

Jianwen Software provides customers with reasonable advice on computer systems.

Jianwen Software Troubleshooting: According to the impact of the fault on the customer's business, the Jianwen software divides the fault into four levels, which are defined as follows:

· Level 1 fault: mainly refers to the failure of the product in the operation of the system or service interruption, resulting in the product's basic functions can not be achieved or fully degraded.

• Secondary fault: mainly refers to the risk of potential system failure or service interruption in the fault of the product during operation, and may cause the basic function of the product to be unrealized or fully degraded.

· Three-level failure: mainly refers to the failure of the product that directly affects the service during operation, resulting in degradation of system performance or service.

• Four-level fault: mainly refers to the fault that occurs in the operation of the product intermittently or indirectly affecting system functions and services.

Jianwen software corresponds to each level of failure, determining different site reverberation time

After-sales service

Jianwen Software Phone Support: After receiving the technical support request or fault report from the user, we will immediately contact the unit by telephone and guide the user to solve the problem.

Jianwen Software Remote Connection Service: After the customer's authorization, the technical support personnel can access the customer's system through remote connection to help the customer solve the problem. The system that can be remotely connected to the customer makes programming adjustments on the customer's system to ensure that the system delivers maximum benefit to the user.

Jianwen software on-site service: In the case of customer authorization, enter the customer's software management system, regularly check the system operation status, and predict the future problems of the system; if engineers need to know and judge the problem on site, our company will arrange the engineer as soon as possible. The fastest speed rushed to the scene.

Jianwen software visits regularly: After the system enters the operation phase, we arrange engineers to visit the users on a regular basis every quarter to monitor the operation status of the system at any time, on the one hand to prevent the occurrence of faults, and on the other hand to respond to various problems in a timely manner.

Jianwen software emergency solution: The company set up a technical support leading group to ensure that when emergencies occur, technicians can be quickly convened and emergency technical solutions can be formulated immediately; for general technical failures, telephones can be used to guide users to solve problems themselves; In case, rush to the scene to solve the problem.

Service reverberation time

We will provide users with a full range of after-sales services and provide the best service reverberation time.

Jianwen Software Telephone Support: Technical support and service time is 8:30-17:00, Monday to Friday; during holidays, rest days or after work, users can get in touch with technical support personnel via mobile phone.

Jianwen Software On-site Support: If the phone cannot be resolved, we will send the engineer to the site, and the specific reverberation time is within 48 hours.

Jianwen software service supervision and management mechanism: If the user is not satisfied with the technical service personnel of our company, it can be fed back to the company headquarters. The technical staff will be arranged at the headquarters to go to the site to solve the problem satisfactorily.

Service period

Jianwen Software Warranty Period: Jianwen Software is guaranteed by all software and hard systems in the contract. During the warranty period, all software repairs or replacements are free.

Services after the Jianwen Software Warranty Period: All software systems in the contract are guaranteed by the Jianwen Software during the warranty period. However, the service after the warranty period is subject to a certain maintenance cost.

Our advantage

Jianwen Software Comprehensive technical reserve: System operation failure involves hardware, software, network, database and other aspects of technology, requiring system engineers to have high technical quality. Our company has strong technical strength and sufficient human resources to provide enterprises with all kinds of technical services needed.

Jianwen software service is thoughtful: we pursue the "all customer-centric" service concept, advanced management system and perfect service system to ensure that we can provide timely and efficient services to ensure the stability of the network system and the normal operation of the enterprise. Provide strong protection.

Jianwen software is rich in experience: We understand the rules and characteristics of enterprise software system operation failures, so we can provide more targeted services to prevent problems before they occur, and to ensure the sustainable operation of the system as much as possible.


Part 3: Software after-sales service program

1. Service culture

1, service concept

Service tenet: Heavenly rewards, business rewards

Service purpose: to make the system run stably, accurately and efficiently.

Service concept: Urgent customer needs, customer needs is our pursuit.

2, service commitment

High quality and efficiency, patient enthusiasm, thoughtful and thoughtful - until the problem is solved, until the user is satisfied.

2. Service content

1. Provide software installation, commissioning and training of hospital operators to ensure that the designated operators of the hospital can work independently.

2. Provide technical support for the software. The free maintenance period is 12 months.

3. The system itself is in error and provides maintenance services due to problems with the software itself.

4. The medical staff's operation error causes system failure or data error. Our company provides software data maintenance and data repair.

5. Provide software security solutions to help hospitals minimize or avoid adverse effects due to external factors.

6. The computer operating system is unstable, the system is poisoned, and the operation is not in accordance with the prescribed procedures. It is not within the scope of our company's maintenance, and the software company provides solutions to the proposed solution.

7. The hospital should do a good job of transferring personnel to ensure the stable operation of the system.

8. Provide personalized modification service, and determine the construction period and related expenses according to the actual situation.

Three. Service methods

1, telephone service

Users can directly contact technical staff for technical consultation through the service department.

Telephone reverberation time: After the service department receives the user's call, the special person is responsible for receiving the call, making a record, giving feedback within 1 hour of the general problem, solving the problem within 8 hours, giving the solution within three working days in case of complicated problems and timely solve. If the phone cannot be resolved and it is necessary to perform remote maintenance, it will be transferred to remote maintenance.

2, remote service

The company's technical service personnel conduct technical services remotely via the Internet to solve problems immediately.

Technical service HIS after-sales service QQ: 139139050 189633633 1242827676 Remote control, remote maintenance.

Technical Service Mailbox: XXX

Technical Service Website: XXX

3, on-site service

In the case that the above two methods can not solve the problem, our company can arrange technicians to come to the door service, Beijing reverberation time is 2 hours, Beijing is around 12 hours, and other provinces and cities are within 48 hours.

4. Service hotline

Beijing After-sales Service Center Technical Support Hotline: 010-58770666 58770481 5877082

After-sales service complaint hotline 18611583377 010-58770486