The after-sales service of the product is very important, so this time you have developed a good after-sales service program? Take a look. The following is organized by me for you "product after-sales service program model", for reference only, welcome to read.
Product after-sales service program model (a)
First, the failure and service level definition
Our company will be strictly in accordance with the failure and service level defined by the bidders to take the appropriate service measures:
1, failure level division.
First-class failure (major failure): refers to the equipment or software in operation system paralysis or service interruption, resulting in the basic functions of the equipment can not be realized; other business interruption of more than 10 minutes or lead to the loss of critical business data failure.
Secondary failure (major failure): refers to the equipment or software in operation directly affecting the service, resulting in system performance or service capability part of the loss of the failure; equipment or software in operation with a potential system paralysis or service interruption of the failure of the risk, and may lead to equipment or operating system failure.
Tertiary failure (minor failure): refers to equipment or software in operation, affecting system functionality and performance, but the critical business is not affected by the failure.
2. Service failure level response time.
Second, the content of the service
We are committed to providing the following services:
1, telephone support services
We provide technical support to the bidders by phone to assist them in solving problems in the daily operation of the system.
We set up a 7 × 24 duty response phone, and arrange experienced engineers to accept the report. When the equipment or software failure, the bidder through our on-duty response phone to report faults. When we need to check the relevant information and then respond to the bidder's questions, for service levels A and B, ensure that the response within 10 minutes; for service level C, ensure that the response within half an hour.
2, on-site support services
For equipment or software failures that can not be resolved through telephone support, or for things that the bidders think are important, we will quickly
Provide on-site technical services without excuses, arranging for experienced technical support engineers to go to the scene to analyze the cause of the failure, develop a fault solution, and ultimately eliminate the fault. After the troubleshooting will be based on the failure to prepare a fault analysis report, the analysis report mainly contains the cause of the failure and how to avoid the future program.
3, emergency spare parts service
We set up spare parts and spare parts library, in the case of equipment can not work normally, and can not be repaired within a short period of time, or other cases that the bidder considers necessary, within four hours of the spare parts or spare parts will be shipped to the scene of the failure to carry out on-site replacement. Under the premise of successful replacement and complete restoration of system failure, the replacement equipment will be further repaired or replaced.
4, inspection services and key protection services
We for the bidder in the bidding maintenance warranty services within the scope of the equipment and software to carry out regular on-site inspections, timely detection of hidden dangers in the operation of the system adjustments and other means to reduce the probability of system failure, to ensure that the system is stable and efficient operation.
We need to cooperate with the bidder's engineer to fill in the inspection record form after completing the inspection of equipment and software on site. We will submit the inspection report within three working days after the completion of the inspection. We need to establish a system maintenance file for the bidder, and according to the system operation to provide equipment and software upgrades, remodeling, replacement of the recommendations and programs. In the system inspection process we need to bidder according to the needs of the bidder's engineers on-site training, to provide storage of basic use and inspection of documents, to facilitate the bidder's engineers to carry out routine use and maintenance.
5, communication training
We will regularly carry out technical exchanges with the customer operation and maintenance personnel, and training for customers on the daily maintenance of equipment.
6. Adjustment of technical support
We will arrive at the site on time to provide technical support services according to the time requirements and operational requirements put forward by the purchaser (including the purchaser in the dual-computer configuration, hardware relocation, system upgrades, system cutover, etc., the bidder to cooperate with the completion of the system to stop, start, and troubleshooting and other work). Our engineers should cooperate with the purchaser to analyze the system operation and ensure the stable operation of the system.
Three, the service response process
1, received a customer service request.
2, to confirm the support mode (telephone & site).
3, to determine the fault (equipment hardware failure & equipment software adjustment).
4, device hardware failure (RMA operation on the device).
5, device software failure (software adjustment of the device).
6. Confirm the elimination of device failures.
7, feedback to the customer on the implementation.
Product after-sales service program model (2)
In order to better serve the needs of users, and do a good job in guiding the use of timely after-sales service, our spirit of "the pursuit of all high-quality, high-quality, user satisfaction for the purpose of" the spirit. To "thoughtful service, reliable product quality" as the principle to the user to make the following commitments:
First, product quality commitment
1, product manufacturing and testing are in line with national standards.
2, the product in a professional detector to test, to ensure that the product of the various indicators to reach the requirements of your office.
3, we bring the product in the warranty period if there is a quality problem, we are willing to assume all the responsibilities.
Second, the delivery date commitment
We ensure that the products brought in accordance with the requirements of the need for the time to deliver goods to the designated location, if you have special requirements, need to be completed in advance, we can consult with you to ensure that timely to meet the needs of your office.
Third, If the supplier brought the goods after the opening of the box, found that there are any problems (including appearance of damage), to be able to understand the way to solve the user: timely maintenance and replacement and replacement of new products.
Four, in the warranty period, the same equipment, the same quality problems for three consecutive repairs can not be normal use, we promise to replace the same brand, the same type of new equipment, and product quality to implement the "three packages" service. Outside of the warranty period, the replacement and repair of equipment is only charged for the cost of spare parts, and no charge for labor technology and service costs.
V. After-sales service potential and in the design of the equipment service life, our commitment should be able to ensure that the use of the party to replace the original authentic parts and components to ensure the normal use of equipment. The bidder should write down the maintenance charges after the warranty period, the location of the maintenance spare parts store and the location of the manufacturer's repair station.
Six, the establishment of a reasonable sales and service management system and system
1, pre-sales service. The establishment of a specialized sales and service institutions, the company will arrange for the relevant professionals responsible for the scene to teach the correct and timely use.
2, in-sale service. In order to prevent users from improper use and cause unnecessary losses, in the process of product use, the company will send relevant technical personnel to the grass-roots level to the user for technical guidance. Ensure the correct use of the product, so that the user to use the safety, rest assured.
3, after-sales service. My company in 2 hours to respond to maintenance services, within 12 hours to arrive at the scene for repair, in order to do a better job of product after-sales service, timely receipt of feedback from users, the company has a special xx after-sales service phone: xx, a professional to answer and timely feedback records, and bring the problem to solve the law. If there is a need for on-site guidance, the company will arrange for relevant professionals to the designated location within 24 hours for timely guidance.
4, after-sales service affirmed: the company's services are free of charge.
Seven, the product after-sales program
1, the normal operation of the equipment acceptance, I assigned professional engineers are responsible for the site for your unit to bring unrestricted access to maintenance and use of the operation of the training, the company organizes training 2 times a year. Training materials include: knowledge of the correct operation and use of equipment; identification of primary faults and the necessary recovery methods; common troubleshooting methods.
2, regularly send professionals to the owner to view the equipment operating conditions. The use of "consultation system" and "reward and punishment system" combined with a thorough solution to the problem.
First, the project after-sales service content commitment
Our company carries out: "honesty and integrity, achievement of customers, improve self, the pursuit of excellence" purpose, for the completion of the project has been completed, acceptance of qualified quality tracking services, in line with the technical excellence of the project, and the quality and quality of the project, the project has been completed, acceptance of qualified projects. Quality tracking service, in the spirit of technical excellence, to the user dedication to first-class technology and first-class maintenance services. If our company undertakes the project of end pickup, we will strictly follow the provisions of the bid and the contract, and provide the owner with the responsibility and obligation of the project during the warranty period. After the warranty period, taking into account the continuity of equipment maintenance, it is recommended that the owner and my company signed a maintenance contract to ensure the normal operation of this system project necessary technical support and management support.
Second, the service and warranty period in the project acceptance date, the start of after-sales service work, including the following aspects:
1, after-sales service period.
2, maintenance personnel.
3, after-sales service program.
4, service response time.
Third, the after-sales service period
On the date of acceptance of the project, that is, into the after-sales service period. After-sales service period = quality assurance period + quality maintenance period quality assurance period: in the quality assurance period, such as quality problems caused by failure, the implementation of free replacement of equipment, components and materials. If the failure is caused by non-quality factors, the cost of replacement equipment, components and materials will be charged. Quality maintenance period: After the quality assurance period, the quality maintenance period will be entered on its own. We will provide lifelong quality maintenance service for the end pickup project undertaken by us, and provide the required replacement components and materials at a favorable price not higher than the unit price of the equipment in this contract, and charge the maintenance personnel labor cost.
Fourth, the specific measures commitment
1, first of all, in the signing of the project contract at the same time with the customer signed an agreement on after-sales service warranty to exclude the customer's worries, the customer to make a realistic and objective commitment.
2, has been accepted and delivered to the user's end of the pickup project, in the contract period with the user to contact, record the user's use of the situation, the system operating conditions, such as quality tracking surveys, and change the passive service to active service.
3, the end of the delivered pickup project to establish the system operation file, and quality tracking.
4, the system operation file records its end pickup project operation, the use of various types of equipment, the operator's operating level and personnel mobility.
5, for each user unit operators appear representative of the problem, regular technical training for operators or to the site training and guidance.
6, being used in the system, equipment failure, the company's maintenance service personnel received a report in time to go to the scene to deal with, repair.
7, for the operation of the longer end pickup project, the company maintenance service personnel regularly contact the customer to ask about the situation, regularly to the customer side of the inspection, inspection, and make records, records are archived for preservation.
8, the construction of the guarantee will be selected with rich experience in technical personnel responsible for the end of the pickup project specific construction, to ensure the quality of the installation and the use of the system function, and to ensure that the entire system runs smoothly, efficiently and reliably.
9, the system warranty as a project contractor, our company will strictly follow the bidding documents and the provisions of the contract to provide the owner of the end of the pickup project from the date of final acceptance, free maintenance within the warranty period.
10, the warranty period equipment damage, identified as equipment itself causes failure, we are responsible for free repair or replacement; at the same time is responsible for the warranty period on a regular basis on the equipment to provide maintenance and repair services. In short, in order to enable owners to use peace of mind, ease of use, to ensure the normal operation of the end of the pickup project, the company's entire technical, maintenance personnel in line with the principle of customer first, wholeheartedly for the sake of customers, go all out to work, let us *** with hand in hand, to create a better tomorrow and work hard.
V. Warranty service content and scope
Our company will provide warranty service for each end pickup project undertaken, valid from the date of acceptance of the project, the owner's signature on the completion report.
1, response time: the specific response time will be divided by the level of failure.
2, maintenance location: the user site. I am responsible for the implementation of all system projects, in the normal environment to do the proper use of the failure occurred, I will provide the agreed warranty service. Non-current failures, my company arranged to provide services, but need to be charged in accordance with the standard of another fee. Our warranty service is limited to qualified products recognized by our company. Unqualified products include: products not supplied by us, products not recognized as qualified by us, and products whose functionality the customer does not allow us to improve.
System damage occurring in the following cases is not covered by the warranty service:
1. System equipment damage caused by the use of improper tools for system maintenance.
2, the site environment does not meet our recommended specifications.
3. Accidents, natural disasters, negligence and improper use, war, riots, strikes, lightning strikes or power failures, damage caused by improper handling by the customer, modifications and changes to the system by persons other than our company or its authorized sub-contractors.
4. The manner in which the equipment is maintained and information is processed.
Six, system maintenance
1, system operation and management work in order to ensure that the system can run normally for a long time, we will carry out a perfect system training, while the development of each system project operating procedures, and with the owner to develop the operator's responsibility for the interface and a reasonable handover system.
2, the system maintenance of my company's after-sales service personnel in the maintenance period will be on your system to provide services to the project, so that they maintain a good state of operation.
3, monthly maintenance adhere to the monthly maintenance, to ensure that each system project mechanical device to maintain the best working condition.
VII. Maintenance and service support measures
1, telephone support service telephone service hotline number to the number we provide to the owner shall prevail (including telephone and fax numbers). If there is any change, we will notify the owner by e-mail, fax or telephone at least 3 days from the date of change.
2, on-site troubleshooting or technical guidance we received the owner's telephone support service request, if you can not solve the technical problems of the equipment or products through telephone support services, and the two sides agreed to confirm the need for on-site support, we will send professional project technicians to the scene in a timely manner to assist the owner to solve the problem.
3, telephone consulting services to the owner in the use of equipment or products in the process of non-fault class problems, we provide telephone consulting services.
4. Complaints acceptance service.