September 19, 2023
1.3 Service response and troubleshooting requirements
1.3.1 Service response
Our company guarantees normal operation and use of hardware and software for customers, provides support services 365 days a year, 7 * 24 hours on non-holidays, and promptly receives and processes failure requests related to maintenance. Our company provides on-site staff, project manager phone numbers, and company technical support numbers to support service response and service reporting, and to contact out-of-hours failures.
In event of a failure of customer's software and hardware equipment, field operation and maintenance personnel must respond immediately upon receipt of a service request, and field operation and maintenance personnel will process malfunction and eliminate it. Arriving at scene for repairs within 2 hours.
（1）Default Level Detection
According to severity and impact of error, fault level is divided into three errors, two errors, and one error from low to high. If problem is not corrected or not corrected within specified period, problem level will be automatically increased.
Level 1 failure (major failure): refers to a system failure or service interruption of service object during operation, resulting in inability to implement main functions of service object, such as hardware failure, software system downtime, network failure, etc. etc., resulting in application system cannot be used and other serious consequences.
Secondary failure (primary failure): refers to a failure that directly affects maintenance of service object during operation, leading to a deterioration in performance of system or service part; a malfunction that occurs during operation of equipment has potential for system paralysis or service interruption Dangerous and may result in main functions of service object not being implemented or completely degraded, for example, system performance will be degraded, but service will not be interrupted.
Level Three Faults (Minor Faults): Refers to various types of faults that occur during operation of service facility and affect functions or performance of system, but do not affect key activities.
After handling Level 1 and Level 2 failures, supplier must provide a detailed failure resolution report (including failure description, cause, resolution, and corrective action) within 24 hours and send it to Purchasing. person for record. If there is no well-defined failure type, temporarily determine failure levelin accordance with requirements of buyer and handle it accordingly. After failure processing is completed, both parties will confirm failure level. If there are special circumstances, both parties should negotiate and resolve them.
(2) Timeline requirements for troubleshooting
Our company develops a detailed troubleshooting plan, fault level requirements and troubleshooting timeframe according to buyer's actual business situation in field, and provides appropriate on-site response and support services according to severity of fault to ensure that equipment within framework of trading and normal operation of system.
①In event of a major and major system failure, on-site operation and maintenance personnel must immediately respond and fix problem within 4 hours. Arrive at site and fix problem within 24 hours.
②If fault cannot be fixed locally, spare parts must be provided for timely replacement. The replacement of main parts of equipment must be completed within 4 hours, and replacement of main parts must be completed within 24 hours.
③ In event of a failure, if supplier fails to resolve problem within time period specified above, buyer may request original equipment manufacturer or a third party company to provide services, and all costs incurred in connection with this will be paid. supplier in accordance with facts, supplier under transaction assists him in performance of work free of charge.
In case of unexpected virus and Trojan horse attacks, transaction provider must provide a reasonable solution in advance within 24 hours and implement it with consent of buyer.
④If malfunction is not corrected in time, resulting in losses, transaction provider bears economic losses and legal risks.
During troubleshooting process, if improper handling by our company causes buyer great losses, buyer has right to assume economic and legal obligations of supplier.
（3）Troubleshooting analysis report
Our company quarterly summarizes and logs troubleshooting, maintains maintenance records, regularly updates overall troubleshooting knowledge base, and trains relevant customer technicians so that they can understand troubleshooting methods in a timely manner. common errors, improve level of error handling.