The system supports 7x24 24/7 service
Hardware support:
- Working hours: This service is available 24/7, including national holidays. On-site response within 4 hours: In the event of a failure of the hardware covered by the service that cannot be resolved remotely, commercially reasonable measures will be taken to respond on-site within 4 hours. Within 4 hours after receiving the customer's call and determining the hardware fault, the authorized engineer will arrive at the customer's site within the working period to begin providing hardware repair services.
- The on-site response time (depending on the "mileage area", see below) is determined by applicable laws and regulations and the requirements of the hardware manufacturer, which refers to the time from receiving the customer call and determining the hardware
The time of the failure begins and ends when the authorized representative arrives at the customer site or the reported case is closed (instructions are provided for the case closure and it is determined that the current failure no longer requires on-site intervention).
Software support:
- Working hours: This service is available 24/7, including national holidays.
Remote response time: According to the "Software Support Services" section, after registering a software problem, the Technical support center engineer will respond to the call within two hours.
Maintenance agent operation and maintenance services
Newly purchased equipment upgrade service
Infrastructure consulting
Equipment original maintenance service