Summary of after-sales service commitments of various products

Summary of after-sales service commitments of various products

Article 1: Commitment Letter of Software After-sales Service

In order to do a good job in the project acceptance, system integration, system debugging and system trial operation of network system servers and storage equipment in the relocation office area of Southwest Regional Administration of Civil Aviation, our company will provide relevant technical support and services for this project in accordance with the provisions of this after-sales service commitment.

I. General principles

1. Our company provides technical support to users in the following forms for this project.

1) On-site maintenance and technical support. After receiving the failure notice, respond within 2 hours, and arrange engineers to troubleshoot in time according to the situation, including remote debugging and on-site support. We will arrive at the fault site within 8 hours according to the needs of users, and engineers will give technical introduction and guidance during the maintenance process.

2) Answer the technical problems encountered by users in use by email, telephone, fax, etc.

3) Visit users regularly during the warranty period to understand the usage and maintain the system.

4) Users can communicate with company technicians through the Internet.

2. Our company promises to provide the following system services.

1) Our company promises that all IBM equipment used in this project will enjoy the three-year free warranty provided by IBM manufacturers, and enjoy 7? 24-hour after-sales service.

2) Our company will provide wearing parts, consumable parts and tools. It is necessary for the system of this project, and provides free warranty service for all hardware for three years, starting from the date when the system is installed and accepted.

3) After the warranty period expires, our company will continue to provide technical services and product support services for five years, and the costs incurred in the service will only be charged.

Second, the equipment technical support services

1. Product delivery

1) Arrival acceptance

After the arrival of the goods, the relevant personnel of our company arrived at the scene, presented the supply certificate of IBM equipment manufacturer to the user, and checked with the user to ensure that the goods were consistent with the order quantity and specifications. At the same time, relevant personnel of IBM Chengdu Branch are invited to participate in the acceptance work.

2) product installation and debugging guidance

Our company is responsible for guiding the installation and debugging of the products provided and coordinating with the product manufacturers.

2. Technical support services within the warranty period

1) our company is responsible for the free service of equipment quality and performance during the warranty period, and the free maintenance or replacement of equipment quality problems (except for user-induced damage factors). Our company offers 7? 24-hour telephone support service, timely dispatch technicians to repair damaged equipment.

2) During the warranty period, technicians shall be sent to the relevant departments of the user unit on a regular basis to understand the equipment usage and deal with the problems found. 3. Technical support services after the warranty period

After the expiration of the warranty period, continue to be responsible for the maintenance and technical support of system equipment and provide high-quality and fast service. Maintenance and technical support services after the expiration of the warranty period only charge cost.

Third, the response time and method.

Party B is responsible for guiding the installation of equipment after supply, guiding the installation work of Party A's professional installation team and special personnel, and providing 24-hour technical support services. Our company promises to respond within 2 hours after receiving Party A's fault repair notice and arrive at the user's site to solve the problem within 8 hours;

1. Key issues

Description:

Any problem that affects the operation of the system and causes business interruption.

Support method:

1) engineers immediately go to the fault location to solve the problem or put forward the cause of the fault;

2) After troubleshooting, provide users with detailed failure reports in electronic documents and written form, including failure causes and troubleshooting methods.

2. Important issues

Description:

Any problem that affects the operation of the system but does not cause business interruption. If the system is improperly configured.

Support method:

1) If you are familiar with the reasons that affect the operation of the system and the user can solve the problem under the guidance of the engineer, call support immediately to solve the user's problem;

2) For problems that need to be solved in person, engineers will arrive at the site in time to make the application system reach the best use state;

3) After troubleshooting, the company will provide users with detailed failure reports in the form of electronic documents and written documents, including failure causes and troubleshooting methods.

3. Frequently asked questions

Description:

It does not affect the system operation, but only adjusts parameters and adds functions.

Support method:

1) Respond immediately to problems that need to be solved personally, and arrange engineers to go to the fault site as soon as possible.

Solve the problem.

2) Respond to problems that do not need to be solved face to face within 2 hours, and provide full telephone technical support services.

After troubleshooting, the company will provide detailed reports to users in the form of electronic documents and written documents.

Fourth, training.

1. Training requirements

1) To train the personnel designated by the project department, and only after the personnel designated by the project department are convinced that they can operate independently can the guidance be considered as over.

2) Provide necessary written training materials.

2. Training content

1) Install, debug, run, test, diagnose, maintain and manage the system.

2) Understand the topological structure and operation mechanism of the equipment.

3) Grasp the significance of the display lights on the front panel of each device.

4) Be familiar with the start and stop of all equipment.

5) First-line diagnosis of equipment, troubleshooting and taking appropriate measures.

6) File the equipment problems and report them to relevant personnel to avoid recurrence in the future.

Verb (short for verb) others

1) users can enjoy both the after-sales service promise provided by our company and the standard warranty service provided by domestic manufacturers.

Promise.

2) The service provided by our company is a supplement to the original standard warranty service of IBM, such as the following two service commitments.

If there is a conflict, the user can give priority to the service of the more favorable party.

Company name: XXXXX Technology Co., Ltd.

Signature of authorized representative:

Date: 20XX- 12- 14

Article 2: Commitment Letter for After-sales Service of Electronic Equipment

Based on the business purpose of providing customers with the most satisfactory products and services, Shanghai Qingheng Electronic Technology Co., Ltd. solemnly promises to continuously improve the service quality while ensuring the advanced nature, reliability and stability of the equipment, so as to ensure customers get the best service, and to satisfy and reassure customers from the aspects of delivery, commissioning, equipment maintenance and management, technical services and user technical training.

1. Ensure that the equipment packaging meets the requirements of moisture-proof, rain-proof, rust-proof, corrosion-proof and shock-proof, and the identification is clear and correct, so that the goods can be delivered to the site safely and timely.

2. High-quality and fast technical service In order to better ensure the normal operation of the equipment, answer the questions raised by users in time and help users solve problems, the company's maintenance center and local maintenance outlets are responsible for the opening, maintenance and technical consulting services in various places. The full-time engineer in the maintenance center is responsible for providing customers with free technical consulting services at any time.

Ensure that after receiving the user's fault call, Jiangsu, Zhejiang, Shanghai and Anhui will arrive at the scene within 24 hours, and other areas will arrive at the scene within 48 hours to solve the problem within 24 hours.

The company's maintenance center has a 24-hour telephone service, and full-time engineers answer users' calls to ensure that users get timely technical support in the process of using equipment.

Hotline: 021-61/xxx 24-hour telephone: 15900XXXXX.

3. Free debugging and opening for users.

Engineers are responsible for the installation, debugging, opening and testing of field equipment. After successful equipment debugging, the supplier shall provide the test results to the user in written form, and the supplier's technicians can only leave the site after obtaining the consent of the user.

4, regular inspection

Our company regards the inspection system as one of the daily maintenance work, that is, the company organizes an inspection of the operating equipment once every six months. The company mainly inspects engineering and technical personnel, with the participation of designers. And listen to the problems and suggestions reflected by user maintenance personnel, and constantly improve the software and hardware functions and quality of products.

5. Warranty period

Warranty period: the warranty period of the contract equipment is 18 months after successful installation and debugging. During the warranty period (except natural disasters and man-made damage), the expenses of spare parts and business trips shall be borne by the supplier.

6, lifelong maintenance, to ensure the interests of users

Under normal conditions (excluding natural disasters and man-made damage), the equipment of Shanghai Qingheng Electronic Technology Co., Ltd. is guaranteed for three years, and the electrical part is guaranteed free of charge 18 months. Outside the warranty period, the company provides lifelong paid service.

7. Establish user files to improve product quality.

In addition to providing users with technical consulting services, the company's maintenance center is also responsible for receiving and collecting users' complaints and consulting information, ensuring that users' problems and requirements can be handled in time, and tracking and verifying the handling situation. At the same time, user files are established to record the use of products, which provides a basis for the improvement of product quality in the future. We will continue to pursue perfection and provide customers with the most satisfactory products and services.

8. The company's spare parts warehouse can provide users with 15 years' usage, and provide spare parts at the most favorable price.

9. Requirements and suggestions

As a user of Shanghai Qingheng Electronic Technology Co., Ltd., we thank you for your trust in our company. If you have any suggestions and requirements for our products, please let us know in time. At the same time, you should carry out regular maintenance according to the operating instructions and maintenance manuals of various products of our company. If the equipment breaks down, you should inform all the maintenance personnel of our company in time, so as to find and deal with it in time, and make daily records of the equipment operation station. We believe that the equipment will be maintained through communication and cooperation between the two parties.

Article 3: Model essay on after-sales service commitment letter

1. We guarantee to supply the equipment at the price determined according to the winning bid.

2. Quality assurance: All the equipment we provide is brand-new equipment (including spare parts), and all the spare parts of the equipment are original accessories when the products leave the factory. The quality of the equipment meets the national quality inspection standards, and all the equipment we provide has relevant national or industry certification certificates.

3. Packaging: The equipment provided by us will be well packaged in strict accordance with the standards, and we promise to deliver it to the designated place intact. The corrosion, damage and loss of the goods caused by poor packaging shall be borne by us.

Four. Acceptance: We promise that the supplied equipment can start normally, and the spare parts, manuals and related materials are complete. If there are any problems in the acceptance process, we will strictly follow the national three guarantees policy.

Verb (abbreviation of verb) Service commitment of this project:

1. We promise to deliver the equipment directly to the user's designated place for free, so as to realize on-site service. 2. The bidding products will fully implement the following three-guarantee rules stipulated in the Provisions on Responsibility for Repair, Replacement and Return of Electronic Products (hereinafter referred to as the National Three-guarantee Regulations) promulgated by the relevant state departments:

1). If there is any fault within seven days, it will be returned free of charge.

Within 7 days (inclusive) from the date of purchase of the product (subject to the official purchase invoice date, hereinafter referred to as the purchase date), if the product host machine you purchased has performance failure listed in the national three guarantees regulations, you can choose to return, exchange or repair it. If you choose to return the whole machine, we will refund the purchase price at one time (subject to the official purchase invoice price, the same below).

2) In case of failure within eight to fifteen days, free maintenance or replacement is required.

From the 8th day to15th day (inclusive) from the date of purchase, you can choose to exchange or repair the product mainframe if there is a performance failure listed in the National Three Guarantees Regulations. If you choose to replace the whole machine, we will replace the product with the same model and specification or the product with performance not lower than the original product for you free of charge.

3) If the same fault cannot be used normally after being repaired twice within one year, the whole machine can be replaced free of charge.

Within one year (inclusive) from the date of purchase, if the main machine of the product you purchased has a performance failure listed in the National Three Guarantees Regulations and cannot be used normally after two repairs, you can choose to replace the whole machine or repair the faulty parts. If you choose to replace the whole machine, with the maintenance records provided by the authorized service organization, we are responsible for replacing the products with the same model and specifications or products with performance not lower than the original products for you free of charge.

3. We are responsible for providing free technical guidance and training for the operation and maintenance personnel of purchasing units, and promise to train three to five personnel with four skills for each unit. See the training plan for details.

4. We provide Tsinghua Tongfang Computer with five-year free warranty and five-year free door-to-door service for the equipment it supplies (from the date when the representatives of both parties sign the system acceptance report); Dell notebooks and D-LINK switches provide three-year free warranty and three-year free on-site service; TCL network cable provides fifteen-year free warranty and five-year free door-to-door service.

The quality warranty period is calculated from the date when the user passes the acceptance, and the time delayed due to repair and the time when no spare parts need to be repaired are deducted. The last day of the quality warranty period is a legal holiday, and the day after the holiday is the last day of the quality warranty period.

5. One-stop service: When users need services, they can directly dial: 0523-8493 188 1 (Jingjiang Wan Wei), without making other calls. The following work, such as fault confirmation, scheduled door-to-door time, door-to-door service and satisfaction return visit, is completed by our service system, which reduces the phenomenon that users make calls many times.

6, 0 hours telephone response, 30 minutes to the scene for maintenance.

During the service period, a hardware failure within the scope of service responsibility occurred. After you call the service hotline, the authorized service organization will respond within 0 hours after receiving your maintenance request and arrive at the site for maintenance within 30 minutes.

7. Repair the fault within 24 hours.

During the service period of the product, the product has a hardware failure within the scope of service responsibility, and the authorized service organization will repair the failure within 24 hours (inclusive) from the time you apply for maintenance. After more than 24 hours, the authorized service organization will provide a backup machine.

8, 7 days *8 hours working system

The normal business hours of authorized service agencies are: Monday to Sunday, 8 hours a day (subject to local working hours), and holidays are as usual.

9. Hotline consultation service

If you have any technical questions about the products in use, please call the service 400 or 800 hotline marked with the random data of the products, and professional engineers will provide you with professional answers, or log on to the relevant product websites to obtain relevant services.

10, spare parts replacement service

The after-sales maintenance station of this project is equipped with 2-3% spare parts inventory of this project, which can provide users with effective spare parts replacement service. Once the user's equipment fails, the after-sales maintenance station will use the spare parts inventory to help the user complete the spare parts replacement. If inferior replacement parts are used, the losses caused to users will be borne by us.

1 1, special tips

In order to ensure the security of your data, please back up your important data in time. We are not responsible for providing data backup and recovery services, nor do we assume corresponding legal responsibilities.

12, user return visit plan

In order to prevent the service commitment from becoming a mere formality, we provide a combination of telephone call-back and door-to-door call-back, greet the operation and maintenance personnel on a regular basis, coordinate and solve the problems of user feedback, and ensure that the telephone call-back is made once a month and the door-to-door call-back is made once a quarter, with no less than 100 units for each inspection. And record the results of each return visit on the return visit card, and both parties shall keep one copy for filing.

13, out-of-warranty service commitment

After the warranty period, the authorized maintenance station is still responsible for the after-sales service of the bidding equipment, with 7-day *8-hour working system, 0-hour response and on-site maintenance within 30 minutes, which requires material fees and on-site service fees. And promised that the material fee will be charged according to the actual cost of the market at that time.

15, complaint telephone number

Tsinghua Tongfang Complaint Tel: xxx, Contact: xxx.

16, we promise to provide users with lifelong technical support services.

Article 4: Commitment Letter for After-sales Service of Medical Devices

XXXXX instrument equipment co., ltd. made the following commitments on the project name 1 1: stainless steel vertical high-pressure steam sterilizer, model: LDZX-50KBS, manufacturer: Shanghai Shen' an medical instrument factory, and the products sold after sale:

I. Mode of service

1. Telephone support: by telephone or fax, arrange professional technicians to locate equipment failures within the specified time, propose solutions, and finally eliminate the failures.

2. On-site support: If the fault can't be diagnosed by telephone, engineers will be arranged to analyze the causes, make plans and eliminate the fault.

Second, the service commitment

1, timely service response;

2. Effectively solve problems;

3. Service process specification;

4. The service content is comprehensive.

The equipment provided by our company shall not be less than the specified warranty period. In case of quality problems during this period, our company will send specialized engineers to respond within 1 hour, arrive at the site within 16 hours, and solve the problems within 24 hours. If the problem cannot be solved within 24 hours, the corresponding products will be replaced on the same day to ensure the normal operation of the equipment.

Third, after-sales service content

1, the product is guaranteed free of charge during the warranty period and maintained for five years. The warranty period is calculated from the date of product installation and acceptance. After the warranty period expires, it will be charged reasonably according to the situation. See the charging standard for spare parts for details.

2. After each service, a formal after-sales service report will be submitted to the customer.

3. Service plan: See the bidding documents for details.

4. Spare parts: For details, please refer to the bidding documents for preferential spare parts.

5. Contact information: Please refer to the after-sales service outlets of the bidding documents for details.

6. Installation and debugging: provide the installation and debugging of goods free of charge, and make the installation plan and carry out the installation and debugging according to the predetermined plan and the actual needs of users. .

7. Information: After installation, provide necessary documents and all information about this project free of charge. Fourth, preferential terms.

During the warranty period of equipment products, our company will make use of the licensed time (holidays) to conduct regular product inspections at least four times a year for free, so as to solve the problems in time and avoid the worries of customers.

Official Seal of Bidder: XXXXX Equipment Co., Ltd.

Signature of authorized representative:

Article 5: Commitment Letter for After-sales Service of the Project

Recipient: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

If members of the consortium (hereinafter referred to as us) are lucky enough to win the bid for the smart greenhouse construction project, we are very grateful to the judges and the construction unit for their trust. During the construction and construction of this project, in addition to responding to all the terms in the bidding documents and the contents of the performance contract, we make the following commitments to the after-sales service of this project:

1, the bidding products are within the scope of three guarantees stipulated by the state, and the product quality guarantee period shall not be less than three guarantees; If the commitment of the quality guarantee period is superior to the national three guarantees, it shall be implemented according to the actual commitment of the supplier;

2. There is a professional after-sales service organization for the bidding products, which will be clearly stated in the bidding documents and attached with the manufacturer's after-sales service commitment;

3, after the completion of the project, we will be responsible for a one-year project quality warranty, with high-quality service, to achieve our loyal commitment; Truly achieve first-class construction, first-class quality service purposes;

4. We guarantee to provide on-site centralized training services to the tenderee within 2 working days after the project is completed and certified by relevant departments, so as to ensure that users fully understand the product performance and usage specifications before operation; Eliminate hidden dangers of accidents and improve work efficiency;

5. Telephone consultation: provide technical assistance calls during the warranty period, answer the problems encountered by the tenderer in use, and put forward suggestions to solve the problems for the tenderer in time;

6. On-site response:

6. 1 If the problem cannot be solved by telephone consultation after receiving the notice of repair, we promise to arrive at the site within 24 hours to ensure the normal work of the product;

6.2 If it cannot be solved within 24 hours, spare products will be provided within 24 hours for the tenderee to use normally. If the fault is not solved within 24 hours, the tenderee has the right to handle the fault by itself, and the expenses incurred will be deducted from the quality warranty fund;

6.3 In case of emergency repair accident, we will ensure that we arrive at the scene of the accident immediately after receiving the notice;

6.4 Quality problems involving safety shall be reported immediately and preventive measures shall be taken in time in accordance with the Regulations on Quality Management of Construction Projects.

7. Service commitment outside the warranty period: After the warranty period, we will also provide free telephone consultation service and promise to provide on-site maintenance service for the products;

8. If the tenderee needs product upgrading, updating, replacement and maintenance, we promise to provide after-sales service at preferential prices.

The above is our after-sales service commitment to this project. If we fail to meet Party A's requirements and our commitment standards in after-sales service, causing great losses to the tenderee, we are willing to accept the punishment of laws and regulations. Take the responsibility caused by this and compensate all the economic losses caused by this.

Commitment unit: XXXXXX company

Authorized representative:

XXXX，XXXX，XX，XX

Article 6: Commitment Letter for After-sales Service of Computer Assembly

Dear users:

Thank you for purchasing our related products. In order to make you more satisfied with our service, after you purchase our related products, our company promises you the following points:

1, product quality: There are no fakes in the products sold by xxxx Computer Company.

2. Hardware warranty: xxxx Computer Company promises you that all assembled computers purchased in this company will enjoy the three-guarantee service of national electronic products.

3. Professional assembly: xxxx Computer Company strictly follows the assembly procedures and procedures to ensure the installation quality of computers.

4. Honesty and trustworthiness: xxxx Computer Company adheres to the tenet of honesty and quality first. If our employees cheat customers in the after-sales service process, customers can complain directly to them to ensure a satisfactory answer.

5. Technical support: If customers who buy and assemble computers in our company encounter any technical problems during use, our company will provide them with correct solutions.

6. After-sales service: a. Urban area: hardware will be provided with on-site service in the first year (within working days) and will be maintained in the next two years (within working days); The software provides five working days on-site service.

B. Outside urban areas (including suburbs): the hardware will be provided on-site in the first year (within working days) and will be repaired in the next two years (within working days); The software provides five door-to-door services (within working days) and only charges round-trip fares.