Technical Support

With an concept of honest cooperation, China Nstech is striving to provide comprehensive, timely

and high-quality technical support and service for our customers in all-round ways.

Service objectives:

A year’s warranty: Within one year from its beginning run, China Nstech is responsible for maintenance, monitoring and upgrade of software system without any charge. unit begins from its running, lasting for a year.

During this period, our company is responsible for monitoring, maintaining and upgrading information systems with no charge.

Service Methods and Content:

Field implementation: A field service team will be set up. And online standby engineers will give local administrative persons some helps such as spot maintenance, solving some problems of system and training customers.

Telephone support: After receiving requests or malfunction reports from customers for technical support, we will contact with them by phone instantly, and guide them to solve relative problems.

Spot services: If some engineers are needed to solve problems on the spots, we will do it rapidly.

Periodic visit: After the whole system have been in a stable run stage, we will dispatch engineers to pay a visit on customers every three months for monitoring run status of system. On one hand, they will do some precautionary actions for possible potential problems. On the other hand, they will make timely responses to occurring abnormal events.

Extension of system functions:

Below are what we should do for customers to meet the demands of system extension.

• A Full-time maintenance team for system configuration with extension service of stem functions Provided.
• Some requirements of new functions from customers could be submitted to this team every three months.
• Maintenance team will does analysis and workload assessment for new requirements and submit result reports to customers.
• Customers can make out the next plan of system extension with our team with reference to reports.
• According to development program worked out by our team, some relative work will be kicked off including requirements analysis, system design etc based on software norms.

Service response time

We will provide customers with all-round technical support and pro-sale service at best service time.

Telephone support: available at 8:30 – 17:00 (Mon – Fri)　(excluding legal holidays). And you may contact with technical persons by having a call on their cell phone when out of regular service time.

Spot support: If the problem can not be solved by phone, we will assign engineers for doing that within 48 hours. Service supervision mechanism: If not being satisfied with service by our technical staffs, customers can give feedbacks to the headquarter of China Nstech and we will appoint other technical persons to solve their urgent problems.

Emergency solutions:

• If some emergencies happen, maintenance team can call on relative technical persons to work out an urgent solution at once.
• When receiving malfunction reports from customers, we will make a decision of whether to solve the problems in fields or not immediately. If the problems are very easy, we can give a guide by phone. Otherwise we will appoint technical engineers to solve them at spots.