Beijing Kingdomnet provides comprehensive technical support and after-sales service to enable the project unit to have access to corresponding technical support and after-sales service. Primary service approach includes telephone, fax, online technical support and on-site services.

Beijing Kingdomnet provides project units with long-term free telephone support service in Chinese, and set up VIP custom number for project units. The hotline number for technical service center of Beijng Kingdomnet is 010-62126812 and the fax is 010-62126812. In addition, all the working staff of technical support of technical support center of Beijing Kingdomnet can be reached via phone 24 hours day. In addition, call forwarding and secretarial services are used to ensure projects units can have access to technical staff in time. Our group promises 7 * 24 hour response for technical and after-sales service and ensures real-time response to request for service.

Project units get technical support and service via hotlines for technical service center during non-working hours and can also get in touch with specialized project manager and technical working staff via mobile phone.

After receiving request for technical support and failure report from the project units, technical service center of Beijing Kingdomnet will get in touch with technical staff who is responsible for the project immediately, get a detailed understanding of the required service, provide corresponding solutions and fill in ISO9001 record form with details.

For technical consultant, technical staff will take actual situations into account and make reply to corresponding project units in time.

For running fault, project manager will first learn about the related details of the fault and send technical staff to the fault site and give a systematic analysis in cooperation with staff from technical support service center of Beijing Kingdomnet to resolve the fault step by step.

Beijing Kingdomnet technical support service center set up specialized email address for our project:

fengguangsurpport@kingdomnet.com.cn

Technical staff for the project unit can request technical support from our technical support service center via email. Full-service project manager or technical staff will get in touch with the project units immediately after receiving the report and provide corresponding technical support.

Technical support service center will provide solutions to resolve the problem via email within one hour after receiving the email or send out relevant technical materials in accordance with the project unit.

Beijing Kingdomnet will provide project unit with an agreed period 7*24 onsite warranty and technical support. After receiving request for service from customers, technical support service center of Beijing Kingdomnet will send technical staff to the site of service immediately (within 8 hours) to resolve the problem if phone technical service cannot solve the problem. If it is a major equipment failure, engineers from our technical support will give on-site equipment replacement within 24 hours for project units and restore the system to normal state as soon as possible. For other faults, Bejing Kingdomnet will resolve problems within notifications from project units within 48 hours.

In short, we are committed to make our greatest efforts to solve system problems and restore system to normal state in shortest time or provide emergency strategies. For technical problems, our technical staff will not evacuate until problems are resolved.

Beijing Kingdomnet and equipment manufactures provide project units with high quality free warranty service and after receiving equipment failure report, our technical support service center will make substantive response immediately and get in touch with technical staff from project units. We will send out technical staff from the nearest technical support service center for on-site service. The technical staff will learn about the details of the fault, determine the nature of the fault and provide emergency strategies for project unit to guarantee normal operation of equipment. If the equipment suffers from serious non-artificial fault, Beijing Kingdomnet will deliver complementary or goods for replacement for free within seven days and promise that all the time used for replacement or repairmen of goods or parts within warranty period should be deducted from its warranty period.

Beijing Kingdomnet promises that all replacement parts are produced by the original manufacturer.

For most of the time unresolved problems of maintenance and technical support are due to needs of upgrade and enhanced version of software for equipment from system. New version of software may include new functions and features and have modifications for existing problems and support for newly developed hardware platform.

Technical staff from technical support service center of Beijing Kingdomnet will keep track of the latest information of corresponding software for hardware equipment. When the current software product release upgraded or enhanced versions, technical staff from technical center will do necessary testing to the new version immediately and judge the practical significance of the upgraded software for the project unit and analyze the necessity for upgrade of software together with technical staff from project unit. If software upgrade is needed, technical center will write detailed upgrade scheme and send it the corresponding software to the project unit together. Meanwhile we will provide phone support or on-site support to assist technical staff from project unit to complete software upgrade.

Technical inspection services to check the working performance of the system and adjustment and maintenance depending on the inspection situation are carried out regularly. System parameters for configuration are adjusted reasonably to ensure the system work properly. We will try our best to understand intentions of working staff and come up with constructive schemes for replacement of equipment and upgrade of system. All the work will be kept in record and working reports for technical inspection will be submitted to users.

The format for inspection report is as follow:

After the system enters the formal operational period, our technical support service center will monitor the running status of the system. We will keep record of and summarize all the technical faults, equipment failures and other problems encountered during the operational period and give feedback to project unit in form of phase report on quality of system operations so that technical staff from project units can fully master the periodic operational details of the system.

The format for operational quality report is as follow:

When in need of technical supports, customers can contact technical support service center via hotline telephone, fax or email. Our technical staff will get in touch with staff with customers immediately and get to know the needs of customers. When problem arises, we will keep detailed records on related phenomenon. Meanwhile we will provide solutions for customers and inform them of a definite time for reply. We will organize our technical staff to carry out analysis on the problem and come up with solutions. We also cooperate with technical staff from equipment manufactures if necessary.