Service promise

 

Xiamen Tianrui Science and Technology Co., Ltd. always takes "building safety system, meeting customers'expectations and establishing brand image" as its goal, pays full attention to the dual brand construction of products and services, while improving product performance, takes "customers are always the first" as the purpose of customer service, and from the actual needs of customers. Start from, provide customers with truly valuable products and services.

 

 

On-site installation and commissioning: During the contract period, engineers rush to the site to complete product installation, commissioning, and use training, so that system maintenance personnel understand the product principle, and can undertake basic product operation and daily maintenance work;

Telephone Customer Return Service: During the contract period, the customer service representative will return to the subscribers by telephone every quarter to understand the use of customers and provide customer service improvement measures;

Failure service: During the contract period, the contracted customers can request technical support from the company for any problems of the product, and the company will provide free technical services and product maintenance for the product.

Upgrade service: Provide free upgrade service for users during the contract period. The upgrades include routine upgrades (such as compatibility upgrades caused by updates of operating systems and applications), optimization upgrades (optimization of performance, repair of BUG, etc.). Users can choose whether to upgrade according to their own usage and functional requirements. We will provide upgrade guidance and online support services until the upgrade runs steadily.

Renewal service: In order to ensure the safe and reliable operation of the product, re-sign or renew the product technical service guarantee.

 

 

In order to ensure the normal operation of products and services provided by Tianrui, our company has established a complete set of service processes in accordance with domestic standards, so as to ensure the most effective treatment of faults. After receiving the customer's questions, the severity of the problem will be judged with the customer according to the type of the problem, and the response and support will be given within the prescribed time.

Different fault and response time are divided as follows:

P1 level fault: emergency fault, seriously affecting the normal business development of users.

Response time limit: from receiving user's request to taking effective measures, no more than 4 hours.

P2 level failure: Serious problem, system failure does not have a serious impact on the normal business of users, but the problems that occur are not handled in time, which may seriously affect the normal business.

Response time limit: from receiving user's request to taking effective measures, no more than 8 hours.

Level P3 fault: slight problem, system failure has a certain impact on the normal business of users.

Response time limit: from receiving user requests to taking effective measures, no more than 16 hours.

P4 level failure: a common problem that may have a minor impact on the normal business of the user.

Response time limit: from receiving user requests to taking effective measures, no more than 24 hours.