Technical Services
Terms of Service
I. Scope of Service
Equipment Installation and Commissioning
The company will provide installation services for the fully automatic vacuum reflow soldering machines, semiconductor reflow soldering machines, and in-line vertical curing ovens that customers have purchased. The installation team is composed of professional technicians with extensive experience in equipment installation, ensuring that the equipment is correctly installed in accordance with technical specifications and safety standards.
After the equipment installation is completed, comprehensive commissioning services will be provided. The commissioning content includes, but is not limited to, hardware detection of the equipment, software system configuration, and optimization of operating parameters to ensure that the equipment can operate normally and meet the designed performance indicators. During the commissioning process, technicians will keep detailed records of the equipment's operating data for subsequent maintenance and troubleshooting.
Equipment Maintenance and Upkeep
Regular maintenance and upkeep services are provided. Based on the usage frequency and operating environment of the equipment, a personalized maintenance plan will be formulated. The maintenance content includes cleaning, lubrication, inspection, and replacement of parts to ensure the long-term stable operation of the equipment and extend its service life.
In case of equipment failure, the company provides timely repair services. Customers can contact the company through phone, email, or online customer service to report the equipment failure. The company will respond within [12] hours after receiving the notification and arrange for technicians to bring necessary tools and spare parts to the site for repair. For some common failures, the company also provides remote technical support, guiding customers to perform simple troubleshooting through phone or video.
Technical Support and Consultation
Customers can seek technical support from the company at any time if they encounter any technical issues during the use of the equipment. The company has established a dedicated technical support team composed of experienced engineers who can answer customers' questions about equipment operation, maintenance, and troubleshooting. The company also provides technical consulting services related to the equipment, including equipment selection recommendations, process optimization, and new technology application consulting services. This helps customers to better utilize the equipment, improve production efficiency, and product quality.
II. Service Standards
Service Response Time
During working hours (Monday to Friday, 9:00 AM - 6:00 PM), for customers' urgent service requests (such as sudden equipment failures affecting production), the company guarantees a response within [12] hours and will arrange for technicians to go to the site for handling. For non-urgent service requests, the company will contact the customer within [3] working days to arrange the service time. Outside of working hours, the company provides an emergency contact number. Customers can contact the on-duty personnel through this number. The on-duty personnel will conduct a preliminary assessment of the emergency situation within [24] hours and arrange for technicians to handle it promptly on the next working day according to the situation.
Service Quality
Installation and commissioning services: Ensure that the equipment installation complies with technical specifications and safety standards, and that the equipment can operate normally after commissioning, with all performance indicators meeting the requirements of the product manual. Technicians will strictly follow operating procedures during the service process to ensure service quality and safety.
Maintenance and upkeep services: Carefully implement all maintenance and upkeep work according to the maintenance plan to ensure that the equipment parts are in good condition and the equipment operates stably. Potential fault hazards found during maintenance will be reported to the customer in a timely manner, along with reasonable solutions.
Technical support and consulting services: The technical support team will provide accurate and professional technical answers to ensure that customers' problems are effectively resolved. For complex technical issues, technicians will conduct in-depth research and provide solutions or suggestions within 3 working days.
III. Contact Information
Address: Building 18, Hualun Science and Technology Park, No. 161 Xingye Road, Fuyong Street, Bao'an District, Shenzhen
Phone: 0755-29988646
After-sales Service Hotline: +86-181-2709-8196
Email: sunyan@gd-sunyan.com
