弱電工程設(shè)備售后服務(wù)承諾書(中英文)

CommitmentforAfter-salesServiceofWeakcurrentEquipmentAsforeachcustomer,weshouldgettoknowandanalysetheirdifferentneedsandenvironmentsindetailandprovidemostperfecttechnicalprojectsandgoodafter-salesserviceforthem.Weattachgreatimportancetotheeffectiveoperationofcustomers’systems.Weprovidesolutionsforthecustomersandmeanwhile,wealsotakedetailedtechnicalsupportandafter-salesserviceintoconsiderationsoastoprotecttheinvestmentofcustomersinsoftwareandhardware.對(duì)于每位客戶，我們都要詳細(xì)了解和分析客戶的不同需要和環(huán)境， 為他們提供最完善的技術(shù)方案和優(yōu)良的售后服務(wù)。我們非常重視客戶系統(tǒng)的有效運(yùn)行，在為客戶提供解決方案的同時(shí)，進(jìn)行詳盡的技術(shù)支持與售后服務(wù)方面的考慮，以保護(hù)客戶在軟件和硬件方面的投資。Aftercompletionofworks,inordertoprotectyourinvestmentbenefitsbetter,ourcompanymakesthefollowingcommitmentscombiningwithourseveralyears’experienceinweakcurrentengineeringservice.在工程竣工后，為了更好的保護(hù)貴方的投資效益，我公司結(jié)合多年弱電工程服務(wù)經(jīng)驗(yàn)對(duì)貴方做出以下幾點(diǎn)承諾。Speciallineofafter-salesservice: 售后服務(wù)專線電話：Classificationofafter-salesservice: 售后服務(wù)分類：Thecoreprofessionalequipment: theserviceforallcoreprofessionalequipment includes“threeguarantees”implementedbyoriginalfactories,withtimelimitoftwoyear.核心專業(yè)設(shè)備：所有核心專業(yè)設(shè)備均包含原廠家的三包服務(wù)執(zhí)行。時(shí)限為二年。Auxiliarysupportequipment:carriedoutaccordingtotheengineeringtypeafter-salesservicecommitmentsofourcompany.輔助支撐設(shè)備：按照我單位的工程類售后服務(wù)承諾執(zhí)行。Stagedivisionofafter-salesservice: 售后服務(wù)階段劃分Theafter-salesservicewithinwarrantyperiod:accordingtotheafter-salesservicestagewithinwarrantyperiodasspecifiedinthecontract.Theafter-salesserviceaftertheguaranteeperiod:accordingtotheafter-salesservicestageafterthewarrantyperiod.Thisstageincludestwokindsofconditions:thecustomerandourcompanyre-signanafter-salesservicecontractandthereisnoservicecontractaftertheguaranteeperiod.保質(zhì)期內(nèi)的售后服務(wù)：根據(jù)合同規(guī)定的保質(zhì)期內(nèi)的售后服務(wù)階段。保質(zhì)期外的售后服務(wù)：保質(zhì)期外的售后服務(wù)階段。該階段包括兩種情況：客戶和我公司重新簽訂售后服務(wù)合同和保質(zhì)期外無服務(wù)合同簽訂兩種情況。Theafter-salesservicecommitmentswithinthewarrantyperiod: 保修期間售后服務(wù)承諾Wearecommittedtoprovidingtwo-yearfreewarrantyservicefortheequipmentandmaterialspurchasedbyourpartyinvolvedintheweakcurrentpartofthisengineering.我們承諾對(duì)該工程弱電部分所涉及的我方采購的設(shè)備和材料提供為期二年的免費(fèi)保修服務(wù)。Sparepartsandon-sitewarrantyservicewillbeprovidedbyourcompanyandequipmentmanufacturerforalltheequipmentprovidedbyourpartyusedinthepublicweakcurrentpart.Ourcompanyandtheequipmentmanufacturersareresponsibleforthemaintenanceoftheprovidedequipmenttoguaranteethestableoperationofthesystems.Real-timetreatmentmeasureswillbetakentothespecificdamagedaccessoriesandthecustomersdon ’tneedtopayanychargesforthem.(Remark:theunspecifiedperipheralequipmentandconsumableswon ’tbeincludedinthewarrantyscope.)本次公共弱電部分所有我方提供設(shè)備均由我們公司和設(shè)備生產(chǎn)廠家協(xié)同提供備件現(xiàn)場保修服務(wù)。我們公司和設(shè)備廠家負(fù)責(zé)對(duì)提供的設(shè)備進(jìn)行維修來確保系統(tǒng)的穩(wěn)定運(yùn)行。 視其具體損壞配件，作即時(shí)處理措施，而用戶不需要付任何費(fèi)用。（附注：無約定的外圍設(shè)備、消耗品不列入保用范圍）；Withinthewarrantyperiod,door-to-doorwarrantyserviceisprovidedforalltheequipmentoncetwoyearandallthechargesarebornebyourcompany:allthecustomersinvolvedinweakcurrentengineering(includingprimarydevices,peripheralequipmentwhosewarrantyisconfirmedinadvanceandthelineengineering)undertakenbyourcompanycanenjoytwo-yearfreedoor-to-door service,whichmeansifanybreakdowncausedbynon-artificial damageornaturaldisasterhappenstothedevicewithintwoyearsincethedateofacceptanceofworks,ourcompanywillsendpersonstoprovideserviceassoonaspossiblewithin 4hoursandalltheexpensesincurredwillbebornebyourcompany.Afterprojectacceptance,atleastonceroutinedoor-to-door maintenance willbearrangedinthefirst three months. Afterwards, routinedoor-to-doormaintenanceisofferedonceeachseason(includingthedailydetectionofthelines,dedustingofthecomplete primary devicesaswellascleaningandmaintenance ofotherdevices).保修期內(nèi)，所有的設(shè)備保修服務(wù)方式均由我公司承擔(dān)二年全免費(fèi)設(shè)備上門保修服務(wù)：凡本公司承接的所有弱電工程 （包括主設(shè)備及其預(yù)先確認(rèn)保修的外圍設(shè)備以及線路工程） 的用戶，可享有二年的全免費(fèi)上門服務(wù)。 即工程驗(yàn)收日起二年內(nèi)如設(shè)備發(fā)生任何非人為及自然災(zāi)害的損壞故障，本公司將以最快速度派員上門 4小時(shí)內(nèi)，中間產(chǎn)生的一切費(fèi)用由我公司承擔(dān)。項(xiàng)目驗(yàn)收后，前三個(gè)月每月至少安排一次例行上門維護(hù)，以后則第季度上門一次例行維護(hù)；（其中包括線路的日常檢測，主設(shè)備的整機(jī)除塵，其它設(shè)備的清潔保養(yǎng)） 。Ourcompanywillprovideafter-salesservicewithspecially-assignedpersonsinspecialregions.我公司將提供專區(qū)專人售后服務(wù)

.4）ourcompanyprovideslifelongfreemaintenanceservice:Aftertwoyear’swarrantyperiod,theequipmentenjoyslifelongfreemaintenanceserviceandtheusersdon'tneedtopaydetectionfeesandmaintenancecosts.Thedevicescanbemaintainedfreeofchargewhentheyaresenttothetechnicalmaintenancedepartmentofourcompany.Onlywhenthespareandaccessorypartsareneededtobereplaced,willthecostsofthembecharged,ornonefeesarecharged.Ifstaffsofourcompanyareneededtoprovideservice,somedoor-to-doorservicefeeswillbechargedeachtimeandpaiddoor-to-doorservicewillbecarriedout.終身免費(fèi)保養(yǎng)服務(wù)：二年保修期滿后，設(shè)備享有終身免費(fèi)保養(yǎng)服務(wù)。 用戶不需付檢測費(fèi)、維修費(fèi)。把設(shè)備送至本公司技術(shù)維修部即可免費(fèi)維修。 只有在需要換零配件時(shí)才收回零配件成本，否則不需付任何費(fèi)用。而有需要公司派員上門解決的，可按每次收取若干上門費(fèi)用，實(shí)行有償上門服務(wù)。Thespecificcontentsofafter-salesservicecommitments: 售后服務(wù)承諾具體內(nèi)容如下：A.technicalsupportcommitment 技術(shù)支持承諾Ourcompanywillprovidefreetechnicalsupportforthecustomers,thecontentsofwhichinclude:phonesupport,on-sitemaintenance,replacementofspareparts,systemfaultreportandprevention,andregularvisittothecustomeretc.我公司將向客戶提供免費(fèi)技術(shù)支持，其內(nèi)容包括：電話支持、現(xiàn)場維護(hù)、備件更換、系統(tǒng)故障報(bào)告和預(yù)防、對(duì)客戶的定期巡檢等。Provide7*24hoursphonesupportandrespondtothephonesthesoonestpossible.Intheperiodofholidaysandfestivals,offdayandoffduty,userscancontactthetechnicalsupportstaffsbycellphonesortelephones.Weguaranteethequestionsoftheuserscangettimelyresponseatanytime.Whenthedevicesofthesystembreakdown,thetechnicalstaffsofbothpartiesshouldfirstlycontactbyphoneorlogintheusersnetworkremotelytomakeourtechnicalstaffsgettoknowthefaultphenomenonandthepossiblereasonsandgetthesmallfaultseliminatedquickly.Asforthefaultsthatcan’tbeeliminatedbyphone,weshallsendskilfulengineerstoconductfaultdiagnosisonsitewiththeneededpartsandreplacethebroken-downdevicesimmediatelytominimizethefaulttimeofthesystem.7*24小時(shí)提供電話支持；第一時(shí)間電話響應(yīng)；在節(jié)假日、休息日或下班期間，用戶可通過手機(jī)或電話與技術(shù)支持人員取得聯(lián)系， 我們保證用戶的問題在任何時(shí)間都能得到及時(shí)的響應(yīng)。當(dāng)本系統(tǒng)的設(shè)備發(fā)生故障時(shí)， 雙方技術(shù)人員首先電話聯(lián)絡(luò)或通過遠(yuǎn)程登錄用戶網(wǎng)絡(luò)， 使我方技術(shù)人員能夠了解故障現(xiàn)象和可能引發(fā)故障的原因， 使小故障得以快速排除； 對(duì)通過電話不能排除的故障，我們將及時(shí)派遣熟練工程師，攜帶所需的部件到到現(xiàn)場進(jìn)行故障診斷，即時(shí)更換出現(xiàn)故障的設(shè)備，將系統(tǒng)故障時(shí)間降至最低。Fieldservice:anengineerparticipatinginthisengineeringisparticularlyappointedtoconductstationafter-salesservicewithinthewarrantyperiod.Atleast4hourstoarriveatthefaultsite.Ontheonehand,hecaneliminatethefaultsoccurredonsiteintime,ontheotherhand,hecanalsoseekformoreservicesfromthecompanyandmanufacturerstofinishmaintenanceworkaccordingtothemaintenancerequirementsofthecustomers.現(xiàn)場服務(wù)：本工程特別委派一名參與本工程的工程師在保修期進(jìn)行駐地售后服務(wù)，最遲小時(shí)到達(dá)故障現(xiàn)場進(jìn)行故障排除。一方面及時(shí)解決現(xiàn)場出現(xiàn)的故障，同時(shí)根據(jù)客戶的維護(hù)需求向公司和廠家尋求更多的服務(wù)來完成維護(hù)工作。Carryingoutspareparts-priorityservicemode:whentheequipmentbreaksdown,relatedpersonnelofourcompanywillarriveatthesitewithin24hoursandreplacethepartstoguaranteethenormaloperationofthesystem.Weshallguaranteeasufficientsparepartssupplyfortheequipmentsuppliedbyusintheprojectssothattheuserscanreplacetheaccessoriesquickly.Onceanyfaultoccursabouttheequipment,weshallprovidespareparts(maybetheyareproductswiththesamemodelsorequalfunctionsorwithbetterperformance)fortheusersfromtheinventorytoreplacethedamageddeviceandmaintainthenormaloperationofthesystems.Inthewarrantyperiodoftheequipment,weshallmakeactiveresponsetothehardwaremaintenancerequirementsputforwardbythecustomersandmakethesystemsreturntonormalstateassoonaspossible.實(shí)行備件先行服務(wù)方式：當(dāng)設(shè)備出現(xiàn)故障時(shí)我公司將 24小時(shí)內(nèi)趕到現(xiàn)場并將備件替換上以保證系統(tǒng)的正常運(yùn)行。 我們將保證項(xiàng)目中我方所提供設(shè)備有充足的備件供應(yīng)。 以方便用戶快速地更換零部件。一旦設(shè)備發(fā)生故障，我們將及時(shí)從庫中為用戶提供備件（可能是同型號(hào)產(chǎn)品或同等功能產(chǎn)品或性能更優(yōu)越的產(chǎn)品），以替換損壞的設(shè)備，維持用戶系統(tǒng)的正常運(yùn)行。在設(shè)備保修期間，我公司將積極響應(yīng)客戶提出的硬件維修要求， 并盡快使客戶系統(tǒng)恢復(fù)正常。Duringthemaintenanceprocess,theequipmentandsystemsthathavealreadybeenmaintainedwillbecalculatedtodeterminetheuseconditionsofthedevicesandfindouttheirpossiblehiddentroublestimelytopreventthereoccurringofthefaultsandmakethesparepartsofthedevicesbetter.在維護(hù)的過程中對(duì)已經(jīng)維護(hù)的設(shè)備和系統(tǒng)進(jìn)行統(tǒng)計(jì)，來確定設(shè)備的使用情況和及時(shí)發(fā)現(xiàn)設(shè)備可能存在的隱患來預(yù)防設(shè)備出現(xiàn)的故障。同時(shí)也做好設(shè)備的備件。5)Inordertomakethesystemsofthecustomersreachtheoptimumstateandfindoutthepotentialfaultsintimeaswellasreducetheprobabilityofthefaultsandguaranteethestableoperationofthesystems,wepromisetomakeroutinetechnicaldetectiontotheinstalledsystemsonceperthreemonths.Afterdetection,weshallprovidethecurrentsituationevaluationandrectificationsuggestionaswellasthelistsofnewdevicesandoperationsystemsforthecustomers.為了使客戶的系統(tǒng)狀態(tài)達(dá)到最佳并及時(shí)發(fā)現(xiàn)潛在的故障隱患，防患于未然，減少設(shè)備發(fā)生故障的概率，保證系統(tǒng)的穩(wěn)定運(yùn)行。承諾以每 3個(gè)月作為一個(gè)時(shí)間段 ,對(duì)我們?yōu)橛脩舭惭b的系統(tǒng)進(jìn)行例行技術(shù)檢查一次。檢查后向用戶提交系統(tǒng)現(xiàn)狀評(píng)價(jià)及整改建議、新的設(shè)備與操作系統(tǒng)清單。Thespecificcontentsofroutinginspectionservice: 巡檢服務(wù)的具體內(nèi)容 :1．Provideexaminationcontentsinadvanceandconductserviceaftergettingtheuser’svalidation;Collecttheoperatingparametersinformationofthesysteminthelastoperationalcycle;Guidetheuserstoimplementsystemoptimization;Discusswiththeusers’technicalteamsaimingtotheoccurredfaultsorproblemsemerginginthecourseofoptimization;Submitroutinginspectionreport;Confirmthemainworkcontentsandtargetofthenextstage;1.預(yù)先提供檢查內(nèi)容，得到用戶確認(rèn)后進(jìn)行服務(wù)；2.收集上一系統(tǒng)運(yùn)行周期的運(yùn)行參數(shù)信息；3.指導(dǎo)用戶進(jìn)行系統(tǒng)優(yōu)化的實(shí)施；4.針對(duì)出現(xiàn)的故障或優(yōu)化中的問題與用戶的技術(shù)小組進(jìn)行討論；5.提交巡檢報(bào)告；6.確定下階段的主要工作內(nèi)容和目標(biāo)。B.customerstrainingandtechnicalsupport 客戶培訓(xùn)、技術(shù)支持Allthecustomersofourcompanywillbeprovidedfreetrainingandwetaketheleadincarryingoutthepreferentialmeasuresoftrainingbeforepurchasingthedevices,providingagoodpre-saleservicefortheusers.Aftercompletionofprojects,detailedcustomertrainingworkrelatedwiththeprojectswillbeprovided,makingthecustomersmasterthesystemsusingandmaintenanceknowledgeandexperienceandgettheabilityofusingandmaintainingthesystemscorrectly.Indailywork,thecustomerscancommunicatewithourpartyatanytimeandrequestustoprovidecustomertrainingservice.Duringtheusingprocessofoursystems,ourcompanywillprovideall-roundtechnicalsupportwork.Asforwhatthecustomerscan’tsolveoraren’tclearabout,theycancontactusatanymomenttogethelp.Ifanyproblemisencounteredwithintheusingprocess,theycanalsocalltoconsultusatanytimeorourtechnicianscanalsoprovidedoor-to-doorservice.凡我司客戶，免費(fèi)提供專人培訓(xùn)，率先實(shí)行先培訓(xùn)后購設(shè)備的優(yōu)惠措施，給用戶提供一個(gè)良好的售前服務(wù)。項(xiàng)目結(jié)束后，我公司會(huì)提供詳細(xì)的與項(xiàng)目有關(guān)的客戶培訓(xùn)工作，使客戶掌握使用系統(tǒng)和進(jìn)行系統(tǒng)維護(hù)的知識(shí)和經(jīng)驗(yàn)，具備正確使用、維護(hù)系統(tǒng)的能力。在日常的工作中客戶可隨時(shí)與我方溝通要求我方提供客戶培訓(xùn)服務(wù)。在系統(tǒng)的使用中，我公司會(huì)提供全方位的技術(shù)支持工作，客戶不能解決或不清楚的地方可隨時(shí)向我方工作人員聯(lián)系，獲得幫助?？蛻粼谑褂眠^程中遇有任何疑難問題，可隨時(shí)來電咨詢或我司技術(shù)員上門服務(wù)。C.Reportandprecautionarymeasuresofsystemfaults系統(tǒng)故障報(bào)告和系統(tǒng)故障預(yù)防措施Ourengineers