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1.
Support and Serviceļ¼
Engineering service: Eastcom provides complete engineering
services for its sold products, including engineering
survey, design, construction, commissioning, maintenance,
field training, network optimization and technical
support etc. Eastcom also works together with its
partners in equipment acceptance.
2. Technical
support serviceļ¼
1) Eastcom has a technical support center to provide
hotline technical support services for its sold
products, including:
Hotline telephone support on a basis of 24 hours
per day and 7 days per week.
Technical information release, including major troubleshooting
report, regular technical announcement and new software
notice.
Hotline numbers: 0571-86698642 13777456023
Our clients will be provided with satisfactory technical
support whenever they dial these numbers.
Hotline fax number: 0571-86698523
Based on its practical experience of many years,
Eastcom has classified technical faults affecting
the network service into four grades, i.e., critical
fault, high-level fault, middle-level fault and
low-level fault. We will define, respond to and
resolve problems in the current network according
to users' complaint reports. In addition, we also
provide such services as technical consultation,
quarterly patrol inspection and field support during
special time.
Critical
fault: The CS21 system fails completely or has major
impact on the network running.
100% meeting the response time, recovery time and
resolving time defined below:
Response time: Remote access to the system
by Eastcom engineer within 10 minutes for check
and recovery
Recovery time: Recovery to normal conditions
within 4 hours
Resolving time: Resolving the problem within
1 week
High-level fault: Some
equipment fails or works abnormally and the fault
affects or limits the operation of some services,
e.g., NMS connection failure or failure of a certain
board etc.
70% meeting the response time, recovery time and
resolving time defined below:
Response time: Remote access to the system
by Eastcom engineer within 1 hour for check and
recovery
Recovery time: Recovery to normal conditions
within 1 working day
Resolving time: Resolving the problem within
2 weeks
98% meeting the response time, recovery time and
resolving time defined below:
Response time: Remote access to the system
by Eastcom engineer within 1hour for check and recovery
Recovery time: Recovery to normal conditions
within 5 working days
Resolving time: Resolving the problem within
2 weeks
Middle-level fault: A general
technical fault occurs, e.g., a fault encountered
during new service test etc.
70% meeting the response time, recovery time and
resolving time defined below:
Response time: Remote access to the system
by Eastcom engineer within 1.5 hours for check and
recovery
Recovery time: Recovery to normal conditions
within 1 week
Resolving time: Resolving the problem within
4 weeks
98% meeting the response time, recovery time and
resolving time defined below:
Response time: Remote access to the system
by Eastcom engineer within 1.5 hours for check and
recovery
Recovery time: Recovery to normal conditions
within 3 weeks
Resolving time: Resolving the problem within
4 weeks
A minor fault occurs to
the equipment, which has little impact on the system
running and needs no immediate action of troubleshooting.
70% meeting the response time, recovery time and
resolving time defined below:
Response time: Remote access to the system
by Eastcom engineer within 2 hours for check and
recovery
Recovery time: Recovery to normal conditions
within 3 weeks
Resolving time: Resolving the problem within
6 weeks
98% meeting the response time, recovery time and
resolving time defined below:
Response time: Remote access to the system
by Eastcom engineer within 2 hours for check and
recovery
Recovery time: Recovery to normal conditions
within 6 weeks
Resolving time: Resolving the problem within
6 weeks
3.
Client service flow
4.
Training
Eastcom Switching Network
Business Department has set up a complete training
institute equipped with professional trainers and
training facilities. This enables users to have
an in-depth understanding of the software/hardware
composition of our products, become proficient with
the data configuration and operation & maintenance
operations, and analyze, locate and handle common
problems in order to ensure stable running of the
system.
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