After-Sales Service and Technical Training Program
1. Equipment Unboxing, Installation and Commissioning Specifications
To ensure the stable operating performance of the equipment, the entire installation and commissioning process shall be implemented in strict accordance with the following procedures:
1.1 Joint Unboxing and Safety Responsibility:
Party B is responsible for the unboxing, overall installation and commissioning of the equipment, while Party A shall provide assistance and necessary on-site operating conditions. Party A shall not independently conduct equipment unboxing and installation. Party B shall bear all safety-related responsibilities during the entire installation and commissioning process.
1.2 Unboxing Inspection Record:
Representatives of both Party A and Party B shall be present jointly during equipment unboxing for inspection. An Unboxing Inspection Record shall be formulated based on the inspection results, signed and confirmed by the on-site representatives of both parties, with each party retaining one copy for file keeping.
1.3 Joint Commissioning and Acceptance:
Upon the completion of equipment installation, both parties shall conduct on-site commissioning and acceptance jointly in accordance with the equipment parameters and performance standards stipulated in the technical specifications. After qualified acceptance, the on-site representatives of both parties shall sign the Equipment Commissioning and Acceptance Certificate. Each party shall hold one copy, which shall serve as the official basis for the commencement of the warranty period.
2. After-Sales Emergency Response Mechanism
In the event of equipment failure during operation, Party B undertakes to implement the following "4-24" after-sales emergency response efficiency standards to ensure rapid fault handling:
2.1 Initial Fault Response (4 Hours):
After receiving the fault notification from Party A, the technical personnel of Party B shall reply and complete docking within 4 hours to verify fault details.
2.2 Substantive Handling (24 Hours):
In principle, Party B’s technical personnel shall conduct substantive troubleshooting and repair of the equipment fault within 24 hours.
2.3 Special Case Escalation:
In case of special and complex technical problems that cannot be completely resolved within the specified time limit, both parties shall conduct timely and friendly consultations to jointly formulate the optimal and fastest fault solution.
3. Lifelong Technical Training and Support Guarantee
To ensure that Party A can operate and maintain the equipment independently, safely and correctly and meet the long-term production and operation needs, both parties agree to carry out regular technical training and comprehensive technical support:
3.1 Periodic Operational Training:
Party B provides professional phased technical training for Party A covering equipment operation, daily maintenance, inspection and common fault troubleshooting. Party A shall actively cooperate with the training work.
3.2 Lifelong Technical Assistance:
Party B provides lifelong technical guidance and assistance for the equipment. The scope of technical support fully covers equipment operation, daily maintenance, fault handling, maintenance and upgrading and other fields.
3.3 Diversified Support Forms:
Conventional technical guidance and assistance can be carried out in written or online oral Q&A forms. For difficult and complex problems or when Party A has on-site service demands, Party B shall arrange professional technical personnel to provide on-site one-on-one practical guidance, on-site training and fault disposal services.