I. 7x24 Hour All-Weather Technical Support

Yes, we provide 24/7 uninterrupted technical support service. You can contact us through multiple channels including dedicated service hotline, WeChat, and email. Whenever problems arise, an engineer will respond.

II. Tiered Response Time Commitment

• Remote Support Response: After receiving your problem feedback, engineers will respond within 15 minutes and initiate remote diagnosis. For general issues, a preliminary solution will be provided within 4 hours; for complex issues, we ensure a clear solution plan or diagnostic conclusion within 24 hours.

• On-Site Support Arrival: For urgent failures requiring on-site engineer presence, after confirming the need for on-site support, we commit to dispatching an engineer to your site within 72 hours (3 days) (excluding special circumstances such as remote areas, force majeure factors). We will mobilize resources to strive for faster arrival.

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III. Remote Diagnosis Assistance

If the equipment is equipped with remote monitoring function (optional), our engineers can remotely log into the system, view real-time data, alarm records, and historical curves, significantly improving the efficiency and accuracy of fault location, and even guiding on-site personnel to resolve some software-related faults.