Service product introduction

Software product services are the responsive support services that Wthink provides to customers who purchase software products: Wthink service engineers will diagnose and handle software product problems through remote and on-site methods, maximize the availability of software products, reduce the impact of software product faults on business operations, and meet customers' requirements for efficient and stable software product system operation.

Service product content introduction

Customers can make service requests by calling the designated Wthink service hotline, and Wthink service engineers will work closely with customers within the service time limited by the contract to solve software problems of software products. Wthink service engineers will first try to carry out remote diagnosis through the network, telephone and other means, and provide help for the troubleshooting of problems. For problems that cannot be diagnosed and solved remotely, Wthink service engineers will arrive at the scene within the time limit agreed on in the contract to provide technical support for the diagnosis and elimination of the problem.

The specific services are as follows

1. Remote consultation

Wthink software product service has a customer service hotline 028-61321700, for all calls 7*8 hours a day uninterrupted response, to provide limited product consulting services.

2. Remote support

Wthink software products and services have a customer service hotline 028-61321700, 7*8 hours of uninterrupted response to all calls, to provide product technical advice, fault reporting, and service policy advice and other service content real-time acceptance, and through professional and efficient IT system to record and track the service.

3. On-site technical support

When the remote support method can not effectively solve the problem, Wthink will send engineers to the customer site within the agreed time to assist in on-site fault diagnosis and elimination.

4. difficult problem escalation mechanism

Wthink software products and services have a perfect, national service system, and set up a difficult problem upgrade process. It is difficult for frontline engineers to solve difficult technical problems in a short time. We can obtain the support and cooperation of second-line experts from Wthink through the difficult problem upgrading process.

The warranty period is calculated

The warranty period starts from the activation date of the product, that is, the official authorization date of the software product shall prevai

Product service life description

Service exemption

1. Any customer who does not meet the product specifications and signs the risk notification letter, the problems caused by the hidden dangers told in the risk notification book do not belong to the scope of service;

2. It is caused by system maintenance after notifying the user in advance, including debugging, maintenance, upgrade, etc., and has been confirmed by the customer;

3. Problems caused by network, equipment failure or configuration adjustment other than cloud platform operation and maintenance;

4. The user's application or data information is caused by hacker attacks;

5. Loss or leakage of data, passwords, passwords, etc. caused by improper user maintenance or improper confidentiality;

6. Various cloud platform level problems caused by users operating cloud platform servers by themselves;

7. Users use too many resources at the user level to exceed the load capacity of the cloud platform;

8. Faults caused by the user's negligence or operations authorized by the user, or faults caused by high-risk operations that have been alerted to the customer.

9. Faults caused by misoperation of customer O&M personnel during O&M support of both parties;

10. Caused by natural disasters, politics, strikes, power outages and other force majeure and accidents.