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Sumavision can provide a full range of services and supports for our VIP customers


1 Technical Telephone Support
In the service request time, customer can call through the Sumavision’s technical support hotline to apply the telephone technical support. Technical telephone support only accepts theservice-requestsbefore16:00 o’clock during business hours(Business Hours: 8:00 AM - 5:00 PM GMT +8, Monday - Friday excluding PRC Holidays).Sumavision support willgive a responsewithin 2hourswhen thetechnical supporthotline received service-requests. Fortheservice requestreceivedafter16:00 onworking days, wewillrespond before10:00 AM of the next working day.According tothe telephone communicationagreed to consider continually support foronline oron-site technicalsupport.
2 On-Line Support
On-Line support includes email, skype, MSN, remote access etc. Email is the best communication way for normal technical problem inquiry and non-urgent situation. All Sumavision engineers will check their email in time, you will receive emails from our engineer who is in charge of this market, and they have rich experience on trouble shooting of the problem mentioned in your email (Please use thetelephone support for emergency). At the same time these problems will record into our service database and tracked for solution. Besides, we also provide Skype, MSN, remote access and so on for on line support. The control of remote accessis depended on the system network security. Therefore the clientsystem of remote accessmustbe configured according tothe requirementsin order to allowSumavisiontechnical support engineerfor remotetroubleshooting. Customer should be responsible for providingtelephone line, internet cable or VPN for remote access.
3 On-Site Support
After receiving thetechnicalsupport requestsfrom customers, if thetelephone supportor remote supportcannot resolve the technical problems of equipmentandthe recognitionof the need togoon-site support is negotiated by both parties, Sumavision engineerwill be sentto the on-siteto help customerstroubleshooting. The arriving time will be basic on the visa application and travel date. During the on-sitetroubleshootingprocess, customershould arrange the professionallocal technical engineerswho will cooperate with Sumavision engineerto provide relevantinformationandthe auxiliary equipment might be used.
Aftersolving the problem, customers can requestan on-site training. Traineesare the person who areresponsiblefor on-sitesystem management andtechnical maintain. The content of training is thepresentfault-related or the daily routine maintenance related information, the specific content andtimeis determined by thenegotiating parties on-site. The venues andfacilities for on-site trainingshould be providedbycustomers.
4 Faulty equipment maintenance
After online or on-site troubleshooting and the problem are determined by our engineer as a hardware problem, the faulty equipment or parts will be repaired accord to the situation. If there is a faulty hardware or parts need to be repair, the cost related to the maintenance and transportation will be undertook by customer
5 Problem Recording& Tracking
All problems, issues or requests from customers will be recordedin Sumavision Customer Support Database. This database is Sumavision's central point of reference for support and technical issues, and a case number will assign to every call or customer issue. The technical support group of Sumavision will continually monitor the status of all cases and focuses on the solution of fast and accurate for each case. Sumavision guaranty to provide fast and professional response to our contract customers.
 

 

+86 10 82345859       America & Europe
+86 10 82345869       CIS
+86 10 82345870       India
+86 10 82345950       Asia & Africa
(Beijing Time 8:30-17:30)

+86 10 62978800

worldmarket@sumavision.com

techsupport@sumavision.com

www.sumavision.com

Sumavision Plaza,
No. 15 Kaituo Road, Haidian District, 100085, Beijing, P.R. China

 
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