Service process
1) technical service engineers into the phone support process， first understand relevant situation by phone， and recorded in the CRM service management system.
2) if you can’t solve by telephone， in a remote service conditions， into a remote service process， by dial-up， VPN secure connection technology means such as access to the user’s network， and solve problems; If it cannot be solved by means of remote into the field service process.
3) field service mission through \"service dispatching single\" records， after the service， by the customer sign the the site service record form， and so by the engineer.
4) to the problem of software/debugging techniques exclusive engineer if necessary (with backup engineer) according to the site conditions， formulate solutions， agreed to after examined and signed by the customer， as soon as possible to deal with failure.
5) for physical hardware failure， the company will according to the provisions of the contract to provide for machine spare parts， and according to the needs of customers to provide repair service for guest service， if you need maintenance， fill in the valet service form， signed by the client after confirm engineer is responsible for the generation of maintenance， and follow up until solve.
6) after completion of field service tasks， engineers to fill in the field service record form， the user signature confirmation on file for future reference.
