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Home > Service > Service announcement
Summarize Generally speaking, due to the changes in market demand, technological development and innovation, replacement of new products and other factors, products have a certain life cycle and will exit the market within a certain period of time. In this regard, Wthink has formulated a unified product life cycle management strategy to help customers successfully complete product migration on Wthink's technology platform, so as to better protect customer investment and achieve common business success with customers. The following are the general policy guidelines:
1.Wthink will officially release the notice of product suspension to partners at least 1 month before the product officially stops selling. On the date of product cessation of sale, Wthink will officially publish the notice of cessation of sale on the company's website, and will no longer accept new orders for the product. All users of Wthink products can obtain information about the discontinued products and their replacement products on Wthink's website.
2.Generally speaking, within 1 year after the product is discontinued, the user can sign a new service contract with Wthink, and can choose to add the content not included in the original service contract to the service contract. 1 year after the cessation of sales, Wthink will only accept the renewal of the service contract, and will not sign a new service contract.
3. For the hardware repair or replacement service contract that has been signed before the product is discontinued, the customer can renew the service contract within 3 years after the product is discontinued to extend the service life of the product, but the service life of the product cannot exceed the service termination time declared by Wthink in principle. For the products after 3 years of discontinued sales, in principle will not be renewed.
4. For the business application software products after the cessation of sales, Wthink will provide a maximum of 2 years of paid maintenance support services, and accept the renewal of the service contract within 2 years, but the service life cannot exceed the 2 years of software maintenance support service after the cessation of sales in principle.
6. Wthink will provide paid customer support services for the business application software products after the cessation of sales for a maximum of 2 years. The content of customer support services includes:
a, software installation and use consulting, as well as remote assistance fault diagnosis;
b, on-site support for software installation, commissioning, replacement, fault diagnosis and software update
c, other contract services signed between Wthink and customers.
7.Wthink will provide paid customer support services for the hardware and system software after the cessation of sales for a maximum of 5 years. The content of customer support services includes:
a、equipment installation and use consultation, as well as remote assistance in fault diagnosis
b、on-site support for equipment installation, commissioning, replacement, fault diagnosis and software update:
c、other contract services signed between Wthink and customers.
8.within 5 years after the product stops selling, Wthink will provide hardware maintenance and spare parts replacement services according to the contract:
a、if part of the product spare parts are not in stock, then provide a similar function of the product spare parts replacement service;
b、if the product is not repaired within the contract maintenance period, Wthink can continue to provide spare parts for replacement, but the user needs to pay the corresponding cost.
9.5 years after the cessation of sales of products, Wthink principle will no longer provide maintenance and support services for these products. At the same time, Wthink respects all the service contracts that have been signed with customers. If the content conflicts with the above principles, Wthink will take the content of the contract as the standard to provide customers with the corresponding high quality service.
The following is an explanation of some of the terms used in this notice:
Termination of the product Life Cycle: The process that guides the final business operations related to the product life cycle. The decommissioning process consists of a series of technical and business milestones and activities, once completed, the product becomes obsolete. After the phase-out, the product will no longer be sold, manufactured, improved, repaired, maintained, or supported.
Discontinued Date: The deadline by which the product stops accepting orders for new construction and expansion. The product will not be sold after this date. Hardware: A physical product and its physical components.