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Chapter 1: Software after-sales service scheme
1. The company's after-sales service tenet
From the beginning of its establishment, Guanjin Company regards "adhering to the customer's perspective, that is, looking at our work from the customer's perspective" as the service tenet of the company's service education. "Customer satisfaction is our success" is the pursuit of customer service department. On the one hand, customer satisfaction comes from the satisfaction with the quality of the project, and more importantly, it will be the satisfaction with after-sales service for a long time to come. We will provide comprehensive after-sales service and support for your company, so that users can use it with confidence and enjoy it.
2. The company's commitment to after-sales service
Content of after-sales service
According to our company's consistent commitment to users, we will provide the following after-sales services to users:
● Equipment installation and initial inspection stage
● System debugging and equipment final acceptance stage
● During the free maintenance period
● After the free maintenance period.
At each stage, the services provided are as follows:
Pre-sales service: 1. Set up a special customer service line: provide free telephone technical support and answer LED display technology and related questions for users.
2. Provide customers with a complete solution in the shortest time: comprehensively and systematically analyze customers' needs and the purpose of producing products, and provide users with the most detailed, appropriate and cost-effective design scheme in less than two days, so that customers can clearly and accurately choose the products they need and master the project budget. So that users' investment can play the greatest economic benefits.
After the trial operation is completed, we will send engineers and technicians to the user's site to provide final inspection and test suggestions, and the final inspection and test plan will be determined by both parties. Finally, the user will confirm the end of the trial run period and the final inspection.
Special service of major equipment
After-sales service: We promise to provide warranty and lifelong tracking service for the equipment we provide. Our company has offices or service centers in Beijing, Shenzhen, Shanghai, Chengdu and other major domestic cities, equipped with professional maintenance personnel and common spare parts, which can provide after-sales service to customers nearby.
1. During the free warranty period, except for irresistible external factors that violate the operating procedures or national regulations, all failures caused by the quality of parts or the production and installation process are unconditionally repaired free of charge, and only the cost of such factors is charged. After the end of the free warranty, the service fee will be charged as appropriate.
2. Provide free upgrade and update services for display system application software.
3. Give the fastest response to users' requests for maintenance and help. After the user applies for maintenance, make sure to send technicians to the site for maintenance in the shortest time and in the fastest way.
4. Equipment that needs to be returned to the factory for maintenance. After the equipment arrives at the factory, the repair period shall not exceed 5 working days.
5. During the free warranty period, our company promises to check regularly and send engineers to visit for maintenance on a regular basis.
Return visit: In order to ensure the soundness of every customer service work, the staff of our customer service center pay a return visit by phone or at home, including service attitude, service quality and fault resolution level.
Patrol inspection: the general manager of the company and the staff of the company's customer service center visit customers from time to time to find out the degree of satisfaction of customers with our products and services, grasp first-hand information for further improving the service level and quality, and provide targeted services for different customers.
Chapter 2: Software after-sales service scheme
Product training: We will train the application of project management modules such as progress, cost, procurement, contract, quality, safety and bidding in actual business according to the needs of users, and effectively provide the cost control level of project management; Guide the application of practical business such as multi-project management center, resource center, financial center, human resource center, operation center and early warning center in enterprise management, and effectively improve the management level of enterprises; Training decision-making managers in decision-making management can effectively improve the decision-making level of enterprises and enhance their core competitiveness.
Workflow customization: according to the actual business needs of users, assist users to customize various workflows, establish approval processes and related training.
Report customization: according to the actual business needs of users, assist users to customize various statistical reports and analysis charts, as well as related training.
Secondary development: according to the actual business needs of users, the system is secondary developed to realize the personalized functional needs of users and carry out relevant training.
Product patches: Product patches are released from time to time to correct bugs in products, and users can choose appropriate patches according to their needs.
Establish system module coding file and error information coding to provide basis for software system management and maintenance.
System recovery service, to ensure that the system can be recovered as soon as possible after the crash.
Virus removal and prevention: virus early warning service, prompting users of virus outbreak information at any time, reducing the chance of virus infection spread.
Provide system maintenance report.
Assist users to establish system safety management and system use management system.
Provide customers with reasonable suggestions on computer systems.
Fault handling: according to the impact of the fault on the customer's business, the fault is divided into four levels, which are defined as follows:
First-class fault: mainly refers to the fault that the basic functions of the product cannot be realized or completely degraded due to system paralysis or service interruption during the operation of the product.
Secondary failure: mainly refers to the failure of the product in operation, which has the potential danger of system paralysis or service interruption, and may lead to the failure or complete degradation of the basic functions of the product.
Three-level fault: mainly refers to the fault that directly affects the service during the operation of the product, resulting in the degradation of system performance or service part.
Four-level fault: mainly refers to the fault that intermittently or indirectly affects the system function and service during the operation of the product.
Corresponding to each level of fault, different on-site response times are determined.
After-sales service mode
Telephone support: After receiving the user's technical support request or fault report, we will immediately contact the unit by telephone to guide the user to solve the problem.
Remote connection service: with the authorization of the customer, 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 can be programmed and adjusted on the customer's system to ensure that the system can produce the maximum benefit for the user.
On-site service: under the authorization of the customer, enter the customer's software management system, regularly check the running status of the system, and predict possible problems in the future; If engineers need to know, judge and solve problems on site, our company will arrange engineers to rush to the site as soon as possible.
Regular return visit: after the system enters the operation stage, we arrange engineers to pay regular return visits to users every quarter to monitor the operation of the system at any time, on the one hand, to prevent failures, on the other hand, to deal with various problems in time.
Emergency plan: the company has set up a technical support leading group to ensure that technicians can be called quickly in case of emergency and an emergency technical plan can be formulated immediately; For general technical faults, users can be guided to solve them by telephone; If the user can't solve the problem, go to the site to solve the problem in time (see fault level handling mechanism).
Service response time
We will provide users with all-round after-sales service and provide the best service response time.
Telephone support: technical support and service hours are from 8:30- 17:00 from Monday to Friday (except national statutory rest days and holidays); On holidays, rest days or after work, users can get in touch with technical support personnel through mobile phones.
On-site support: If the phone call fails, we will send engineers to the site, and the specific response time will be within 48 hours.
Service supervision and management mechanism: if users are not satisfied with our technical service personnel, they can give feedback to the company headquarters. The headquarters will arrange technical service personnel to the site to solve the problem satisfactorily.
After-sales service period
Warranty period: All software and hardware systems in the contract are guaranteed. During the warranty period, all software maintenance or replacement is free.
Service after the warranty period: All software systems in the contract provide lifelong technical support services during the warranty period. However, after the warranty period, a certain maintenance fee will be charged.
Our advantage
Comprehensive technical reserve: system operation failure involves many technologies such as hardware, software, network and database, which requires system engineers to have high technical quality. Our company has strong technical force and sufficient human resources, which can provide various technical services for enterprises.
Thoughtful service: We adhere to the "customer-centered" service concept, advanced management system and perfect service system ensure that we can provide services in time and efficiently, ensure the stability of the network system to the greatest extent, and provide a strong guarantee for the normal operation of enterprises.
Experienced: We know the rules and characteristics of enterprise software system failures, so we can provide more targeted services, nip in the bud, and ensure the sustainable operation of the system as much as possible.
Chapter 3: Software after-sales service scheme
I. Service culture
1, service concept
Service tenet: reward diligence by heaven and reward diligence by business.
Service tenet: make the system run stably, accurately and efficiently.
Service concept: to meet the urgent needs of customers, and the needs of customers are our pursuit.
2. Service Commitment
High quality, high efficiency, patience, enthusiasm and thoughtfulness-until the problem is solved and the users are satisfied.
Two. service content
1. Provide software installation, debugging and training for hospital operators to ensure that designated hospital operators can work independently.
2. Free maintenance period for providing technical support for software (including data maintenance, data repair, system errors, etc.). ) is 12 months.
3. There are errors in the system itself, and maintenance services are provided for the problems of the software itself (such as those caused by bugs).
4. Our company provides software data maintenance and data repair for system failures or data errors caused by medical personnel's operational errors.
5. Provide software security solutions to help hospitals minimize or avoid adverse effects caused by external factors.
6. Computer operating system instability, system poisoning, non-compliance with prescribed procedures and other issues are not within the scope of our company's maintenance, and the software company provides solutions.
7. The hospital should do a good job of personnel transfer 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 mode
1, telephone service
Users can directly consult technicians through the telephone of the service department (see below).
Telephone answering time: after receiving the call from the user, the service department will assign a special person to answer it and make a record. General problem, 1 hour feedback, 8 hours to solve the problem. In case of complex problems, solutions will be given within three working days and solved in time. If the phone can't solve the problem and remote maintenance is needed, switch to remote maintenance.
2. Remote service
The company's technical service personnel provide technical services remotely through the network and solve problems immediately.
3. On-site service
If the above two methods can't solve the problem, our company can arrange technicians to provide on-site service. The response time in Beijing is 2 hours, within 12 hours around Beijing and within 48 hours in other provinces and cities.
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