Summary of after-sales service commitment for various products
Article 1: Software after-sales service commitment
In order to do a good job in the Civil Aviation Southwest Regional Administration relocation office area project network system server and storage equipment project acceptance, system integration, system debugging and system commissioning, our company shall provide relevant technical support and services for the project in accordance with the terms and conditions stipulated in the After-sales Service Commitment
The company shall provide relevant technical support and services for the project in accordance with the provisions of the After-sales Service Commitment. The project to provide relevant technical support and services.
I. General
1. Our company for this project to provide technical support to the user through the following forms
1) on-site maintenance and technical support, after receiving the fault notification, will be responded to within 2 hours, and timely arrangement of engineers according to the circumstances of the elimination of the remote debugging and on-site support, according to the user's needs to arrive at the scene of the fault within 8 hours, and the engineer will be in the process of repairing the technology. Engineers will be in the repair process of technical introduction and guidance.
2)Through the exchange of emails, phone calls, faxes, to answer the user in the use of the technical problems encountered.
3) In the warranty period to visit the user on a regular basis, to understand the use of the situation and maintenance of the system.
4)Users can communicate with the company's technical staff through the Internet.
2. Our company promises to provide the following system services
1) Our company promises that the IBM equipment used in this project are enjoying the IBM manufacturers to provide three-year free warranty, and enjoy the IBM manufacturers to provide 7?24 hours after-sales service.
2)Our company for this project to provide the system must be wearing parts, consumables, tools, etc., and all hardware to provide three years of free warranty service, the warranty period from the date of completion of system installation, acceptance.
3) After the expiration of the warranty period, the company will continue to provide five years of technical services and product support services, in the service of the overhead incurred only cost charges.
Second, equipment technical support services
1. Product delivery
1) Arrival and acceptance
After the arrival of the goods, the relevant personnel of the company arrived at the scene, to the user to show the IBM equipment manufacturers proof of supply at the same time with the user *** with the acceptance to ensure that the goods and the number of orders, the specifications are consistent. At the same time to invite IBM manufacturers Chengdu branch of the relevant personnel to participate in the acceptance of the work.
2) product installation and commissioning guidance
Our company is responsible for the provision of product installation and commissioning guidance, and is responsible for coordinating with the product manufacturer.
2. Technical support services during the warranty period
1) Our company is responsible for the equipment in the warranty period of the quality of the equipment performance free of charge, the quality of the equipment (including the use of the party's human damage factors, except for the) gratuitous repair or replacement. My company provides 7?24 hours telephone support services, timely dispatch of technicians to repair damaged equipment.
2)During the warranty period, technicians are regularly sent to the relevant departments of the user unit to understand the use of equipment and deal with the problems found.3. Technical support services after the warranty period
After the expiration of the warranty period, the company will continue to be responsible for the maintenance and technical support of the system equipment and provide high quality and prompt service. Maintenance and technical support services after the expiration of the warranty period is charged only the cost of fees.
Three, the response time and mode
Party B is responsible for the supply of equipment installation guidance, guidance to Party A's specialized installation group and specialists in the installation work, and provide 24-hour telephone technical support services. Our company promises to respond within 2 hours after receiving Party A's fault repair notification, and arrive at the user's site within 8 hours and solve the problem;
1. Critical Issues
Description:
Any problem that affects the operation of the system and causes interruption of business.
Support:
1) Engineers immediately go to the fault location, solve the problem or propose the cause of the fault;
2) After troubleshooting, provide the user side with a detailed fault report in the form of an electronic document and in writing, including the cause of the fault, troubleshooting methods, and so on.
2. Critical Issues
Description:
Any issue that affects the operation of the system but does not cause business interruption. Problems such as improper system configuration.
Support mode:
1) If the reasons affecting the operation of the system are well known and the user is able to solve the problem under the guidance of engineers, immediate telephone support to solve the user's problem;
2) for the need to solve the problem on-site, the engineers will be promptly arrived at the scene, so that the application system to achieve the best use of the state;
3) Failure to solve the problem, the company will provide electronic documents to the user. After troubleshooting, the company will provide users with a detailed fault report in the form of electronic documents and written, including the cause of the fault, troubleshooting methods.
3. Ordinary problems
Description:
Does not affect the operation of the system, just adjust the parameters, add features and other issues.
Support:
1) For problems that require in-person solution, respond immediately and arrange for engineers to go to the fault location as soon as possible to solve
resolve the problem.
2) do not need to be present to solve the problem, the response within 2 hours, and provide full telephone technical support services,
After the troubleshooting, the company will provide a detailed report in the form of electronic documents and written to the user side.
Four, training
1. Training requirements
1) training of designated personnel in the project department, and designated personnel in the project department without question, can be operated alone after signing to confirm the end of the guidance can be considered.
2) Provide the necessary written training materials.
2. Training content
1)Installation, commissioning, operation, testing, diagnostics, maintenance, management of the system
2)Understanding of the equipment topology and operation mechanism
3)Master the significance of the front-panel display lights of each device
4)Familiarize with the startup and shutdown of all equipment
5)Execution of the equipment of the first-line Diagnose, troubleshoot and take appropriate action
6)File and report equipment problems to the appropriate personnel to avoid recurrence in the future
V. Other
1)Users can enjoy both the after-sales service commitment provided by our company and the manufacturer's standard warranty service in China
commitment.
2) The services provided by the company and the IBM factory standard warranty services complement each other, such as the two service commitments have
Conflict users can give priority to choose a more favorable side of the service.
Company name: XXXXXX Technology Co.
Authorized representative signature:
Date: 20XX-12-14
Part II: Electronic equipment after-sales service commitment
In line with the business purpose of providing customers with the most satisfactory products and services, Shanghai Qingheng Electronics Technology Co. Advanced, reliable, stable at the same time, and constantly improve the quality of service, from the sale to the after-sales delivery, commissioning open, equipment maintenance management, technical services, user technical training and other aspects, to ensure that customers can get the best service, so that customers are satisfied, rest assured.
1, to ensure that the equipment packaging in line with the moisture-proof, rain-proof, rust-proof, anti-corrosion and shock-proof requirements, clear and error-free marking, so that the items arrived at the scene in a safe and timely manner.
2, high-quality, fast technical services to better ensure the normal operation of the equipment, timely answers to questions raised by the user to help users solve problems, the company's maintenance center and maintenance outlets around the world, is responsible for the opening of the local, maintenance and technical advice and other services. Maintenance center by full-time engineers are responsible for providing customers with free technical advisory services at any time.
To ensure that after receiving the user failure call, Jiangsu, Zhejiang, Shanghai and Anhui Province within 24 hours to the scene, other areas within 48 hours to the scene, and within 24 hours to solve the problem.
The company's maintenance center has a 24-hour telephone service, a full-time engineer to accept user calls, to ensure that the user in the process of using the equipment in a timely manner to get technical support.
Dedicated telephone line: 021-611XXXX 24-hour phone: 15900XXXXX
3, free of charge for the user to debug, open
Engineers are responsible for the site of the equipment installation, commissioning, opening, testing. Equipment in the commissioning success, the supply side should be written to the user to provide test results, after obtaining the user's consent to the supply side of the technical staff can be withdrawn from the scene.
4, regular inspection
My company will inspect the system for one of the routine maintenance work, that is, the company organizes a half-yearly inspection of the equipment running. Company inspection engineers and technicians are mainly involved in the design staff. And listen to the user maintenance personnel to reflect the problems and suggestions, and constantly improve the product hardware and software functions and quality.
5, warranty period
Warranty period: the contract under the equipment warranty period of 18 months after successful installation and commissioning. Warranty period (in addition to natural disasters and man-made damage) parts, components costs, travel expenses are borne by the supplier.
6, lifelong maintenance, to ensure that the interests of users
Shanghai Qingheng Electronic Technology Co., Ltd. equipment from the date of acceptance of the opening of the normal conditions (excluding natural disasters and man-made damage), weighing the body of the part (steel structure) warranty for three years, the electrical part of the warranty is free of charge for 18 months. Outside the warranty period, the company provides lifelong paid services.
7, the establishment of user files, improve product quality
Corporate maintenance center in addition to carrying out user technical consulting services, but also responsible for accepting and collecting user complaints and consulting information, to ensure that the user's questions and requests can be dealt with in a timely manner, and to deal with the situation for tracking and verification. At the same time the establishment of user files to record the use of the product, for the future quality improvement of the product to provide a basis. We will continue to strive for excellence, to provide customers with the most satisfactory products and services.
8, the company's spare parts library, can provide users with 15 years of use, to provide spare parts at the most favorable price.
9, requirements and recommendations
As a user of Shanghai Qingheng Electronic Technology Co., Ltd, we thank you for your trust in our company, you have any suggestions and requirements of our products should inform us in a timely manner, while the company should be in accordance with the various types of products manuals and maintenance manuals for regular maintenance, equipment failures should be notified to the company's various to the maintenance staff to achieve Timely detection and timely treatment, and do a good job of equipment running station daily records, we believe that through the two sides of the communication and cooperation, will certainly maintain good equipment.
Part III: after-sales service commitment letter model
One, we ensure that the results of the winning bid to determine the equipment allocation and price supply.
Second, quality assurance: we provide equipment for all new equipment (including parts), and equipment parts are the original parts of the product factory, the quality of equipment in line with national quality testing standards, we provide all the equipment have the relevant national or industry certification.
Three, packaging: we provide equipment will be strictly in accordance with the standard packaging intact, and commitment to arrive at the designated site completely undamaged. Due to poor packaging caused by corrosion, damage and loss of goods are borne by us.
Fourth, acceptance: we promise that the equipment supplied by the normal boot, random spare parts, spare parts, manuals and related information is complete. Acceptance process, if any problem occurs, we will strictly in accordance with the national policy of three packages.
Five, for the project's service commitment:
1, we promise that the equipment free of charge directly to the user's designated location, to achieve door-to-door service. 2, the bidding product will be the full implementation of the relevant departments of the state promulgated the "responsibility for the repair, replacement and return of electronic goods" (hereinafter referred to as the national three-package provisions) in the following three-package rule:
1). Failure within seven days free return
Since the date of your purchase of the product (to the date of the official purchase invoice shall prevail, hereinafter referred to as the date of purchase) within 7 days (including), if the host of the product you have purchased the performance of the failure of the national three packages listed in the provisions of your choice, you can choose to return, exchange or repair. If you choose to return the entire machine, we will be in accordance with the purchase price (to the official purchase invoice price shall prevail, the same below) a one-time refund of the purchase price.
2). Free repair or replacement of faults within eight to fifteen days
Since the purchase date of the eighth to the fifteenth day (inclusive), if the host of the product you have purchased the performance of the national three packages of faults listed in the provisions of the product, you can choose to exchange or repair. If you choose to replace the whole machine, we will be free to replace the same model with the same specifications of the product or not less than the original product performance of the product.
3). The whole machine within a year of the same fault repair twice still can not be normal use can be replaced free of charge
Since the purchase date of one year (including), if you buy the product host performance failure listed in the national three packages, and after two repairs still can not be normal use, you can choose to replace the whole machine or faulty parts repair. If you choose to replace the whole machine, with the repair records provided by the authorized service agencies, we are responsible for free replacement of the same model and specifications of the product or not less than the original product performance.
3, we are responsible for purchasing units of operation, maintenance personnel free technical guidance and training, commitment to each unit of training three to five four understand the four will be personnel. Specifically see the training program.
4, our supply of equipment (since the date of the two sides on behalf of the system acceptance report signed) Tsinghua Tongfang computer to provide five years of free machine warranty and five years of free door-to-door service; DELL notebooks and D-LINK switches to provide three years of free warranty and three years of free door-to-door service; TCL network cable to provide fifteen years of free warranty and five years of free door-to-door service.
The quality warranty period is calculated from the date of acceptance by the user unit, minus the time delayed due to repair occupation and no spare parts pending repair. The last day of the quality warranty period for the statutory vacations, the next day of the vacation as the last day of the quality warranty period.
5, one-stop service: that is, the user has a service demand directly dial: 0523-84931881 (Jingjiang Wanwei), do not need to make other calls, the next fault confirmation, booking door-to-door time, door-to-door service, satisfaction visits and other work by our service system to complete, to reduce the phenomenon of the user more than one thing to throw.
6, 0 hour phone response, 30 minutes to arrive at the scene to repair
In the service period, the emergence of hardware failures within the scope of the service responsibility, after you call the service line, the authorized service agency will be in receipt of your request for repair within 0 hours to respond to the request within 30 minutes to arrive at the scene to repair.
7, 24 hours to repair the fault
In the product service period, if the product is a hardware failure within the scope of the service responsibility, the authorized service agency will be from the time you report repair within 24 hours (including) to repair the fault, if more than 24 hours, the authorized service agency will provide a spare machine.
8, 7 days * 8 hours of work
Authorized service agencies normal business hours are: Monday to Sunday, 8 hours a day (subject to local working hours), holidays as usual.
9, hotline consulting services
If you use the product in the use of technical issues related to the need for advice, you are welcome to call the product's random information marked service 400 or 800 line, by professional engineers to provide you with professional answers, or log on to the relevant product Web site to obtain related services.
10, spare parts replacement service
The project after-sales service station for the project is equipped with a 2-3% ratio of spare parts inventory, can provide users with effective spare parts replacement services, once the user equipment parts failure, after-sales service station will use the spare parts inventory to help the user to complete the spare parts replacement. If the use of poor quality replacement parts to the user caused by the loss of our side to bear.
11, special tips
In order to ensure the safety of your data, please back up your own data in a timely manner that you consider important. We are not responsible for providing data backup and recovery services, and do not bear the corresponding legal responsibility.
12, the user return visit program
In order to prevent the service commitment to the form, we provide a combination of telephone and door-to-door visit 'way, regular operation or maintenance personnel to take the initiative to greet and coordinate to solve the problem of user feedback, to ensure that a monthly phone call back to the quarterly door-to-door visit, and each inspection of not less than 100 units. And the results of each visit will be recorded on the visit card, both sides stay a copy of the archives.
13, the warranty period outside the service commitment
After the warranty period, the authorized repair station is still responsible for after-sales service work of the bidding equipment, 7 days * 8 hours of work, 0 hour response, door-to-door repair within 30 minutes, need to charge the cost of materials and door-to-door service fee. And commitment to material costs charged at the time of the actual cost of the market.
15, complaint phone
Tongfang Tsinghua complaint phone: xxx, contact: xxx
16, we promise to provide users with lifelong technical support services
Part IV: medical equipment after-sales service commitment
XXXXX Instruments and Equipment Ltd. on the bidding for the Nanyang Polytechnic Institute of Industrial Microbiology Key Laboratory Construction Project, Package 11 of the Third Bid
XXXX Instruments and Equipment Ltd. Laboratory construction project of three bid package No. 11 name: stainless steel vertical autoclave sterilizer, Model: LDZX-50KBS, manufacturer: Shanghai Shenan Medical Equipment Factory, the products sold after-sales service to make the following commitments:
One, the service mode
1, telephone support: by phone or fax form, will be arranged for professional and technical personnel in the specified time on the fault location of the equipment and come up with a solution, and ultimately troubleshooting.
2, on-site support: through the phone can not diagnose the fault, will arrange for engineers to go to the scene to analyze the cause, develop programs, troubleshooting.
Second, the service commitment
1, service response in a timely manner;
2, to solve the problem effectively;
3, the service process standardization;
4, the service content is comprehensive.
The equipment provided by the company are not less than the specified warranty period, such as quality problems during this period, the company will send specialized engineers, respond within one hour, arrive at the scene within 16 hours, within 24 hours to solve the problem, such as within 24 hours can not be resolved, the same day to give the appropriate product replacement alternative replacement to ensure that the equipment operates normally.
Three, after-sales service content
1, the product warranty period of free warranty, five-year maintenance. Warranty period in the product installation is completed on the date of acceptance. Warranty period after the expiration of a reasonable charge according to the situation, see the spare parts charges.
2, each service is completed, will be submitted to the customer formal after-sales service report.
3, service plan: see the contents of the tender documents.
4, spare parts: see details of the tender documents preferential spare parts.
5, contact: see the tender documents after-sales service outlets.
6, installation and commissioning: free of charge to provide installation and commissioning of goods, according to the scheduled program and the user's actual needs, the development of installation programs and installation and commissioning....
7, information: installation is complete, free of charge to provide the necessary documentation and all the information about this project. Fourth, the preferential conditions
Equipment product warranty period, my company will take advantage of the permitted time (holidays) free of charge on the implementation of the product at least four times a year for regular inspections, timely resolution of the problem, free of charge customer worries.
Bidding unit seal: XXXXXXXX Instrument and Equipment Co.
Authorized representative signature:
Part V: engineering after-sales service commitment
To: XXXXXXXXXXXXXXXXXXXXXXXX
Consortium members (hereinafter referred to as our) in the "intelligent greenhouse construction and construction" project bidding, if we are fortunate enough to win the bid, we will be the first to win the bid. If we are fortunate to win the bid, we are very grateful to the jury and the trust of the construction unit, in the process of construction and construction of the project, in addition to responding to all the terms of the bidding documents and performance of the contract content, and after-sales service of the project to make the following commitments:
1, bidding for the products belong to the state regulations of the scope of the three packages, and to ensure that product quality assurance period of time is not less than the provisions of the three packages; the commitment to the quality assurance period of time better than the National three packages, according to the supplier's actual commitment to implementation;
2, the bidding product has a professional after-sales service organizations, and will be clearly explained in the bidding documents, and attached to the manufacturer's commitment to after-sales service;
3, after the completion of the project, we will be responsible for the quality of one year of gratuitous warranty, quality service, to achieve our faithful commitment; to truly achieve the first-class construction, create a first-class quality of service purposes. Create a first-class quality of service purposes;
4, we guarantee the completion of the project, the relevant departments certified within 2 working days after the bidding party to provide door-to-door centralized training services, to ensure that the use of people in the operation of the full understanding of the product performance, the use of specifications; to eliminate accidents and hidden dangers, and to improve work efficiency;
5, telephone consulting: the quality of quality warranty period to provide technical assistance telephone
6, on-site response:
6.1 We received the repair notice, telephone consultation can not be resolved, we are committed to arrive at the scene within 24 hours to deal with, to ensure that the product works properly;
6.2 can not be resolved within 24 hours, will be in the 24 hours to provide spare products, so that the bidder can be used normally. If the fault is not solved within 24 hours, the bidding party has the right to deal with the fault by itself, and the cost incurred will be deducted in the quality warranty;
6.3 In the event of an emergency repair accident, we will make sure that we can arrive at the scene of the accident immediately after receiving the notification;
6.4 For the quality problems involving safety, in accordance with the "Regulations on the Administration of Quality of Construction Works", we will do the immediate reporting and take precautionary measures promptly.
7, outside the warranty period service commitment: after the quality assurance period, we also provide free telephone consulting services, and commitment to provide product maintenance services;
8, such as bidding for product upgrades, updates, replacements, maintenance and other needs, we are committed to providing after-sales service at a favorable price.
The above is our after-sales service commitment to the project, if we can not meet the requirements of the Party and our commitment to the standard, in the after-sales service to the bidding party caused huge losses, we are willing to be penalized by laws and regulations; bear the responsibility for this, and compensate for all the economic losses caused by this.
Commitment unit: XXXXXX Company
Authorized representative:
XXXXX XX month XX day
Part VI: assembled computer after-sales service commitment
Dear user:
Thanks for purchasing the relevant commodities in the company, in order to make you more satisfied with our services, in your purchase of the relevant commodities in the company, the company promise you After the goods, the company promises you the following:
1, the quality of goods: xxxx computer company sold goods absolutely no fake.
2, hardware warranty: xxxx Computer promises you, where the company purchased the assembly computer, are enjoying the national electronic products three packages of services.
3, professional assembly: xxxx computer company strictly in accordance with the assembly procedures and processes to ensure that the computer installed quality.
4, honest and trustworthy: xxxx computer company adhere to the integrity-based, quality first purpose. Such as after-sales service in the process of goods in the company's staff have cheated the customer behavior occurs, the customer can directly to its complaints, to ensure that the customer a satisfactory answer.
5, technical support: Where in the company to buy assembled computer customers, if in the use of any technical problems encountered in the process, the company will provide customers with the correct solution to the problem.
6, after-sales service: A, in the city: hardware to provide the first year (within working days) door-to-door service, the next two years (within working days) repair service; software to provide five times (within working days) door-to-door service.
B, outside the city (including suburbs): hardware to provide the first year (within the working day) door-to-door service, after two years (within the working day) repair service; software to provide five times (within the working day) door-to-door service, only to charge the round-trip fare.