- Consulting and Planning
- Integration Implementation
- Service Optimization
- Support for Maintenance
- Operation and Maintenance Service
ECCOM has 7 * 24 TAC technology centers in Beijing, Shanghai and Chengdu. TAC (Technical Assistance Center) center provides response service of different grades (SLA) according to different customer needs. Although the service levels provided are different, the corresponding service quality will be fully implemented. Because behind the high-quality service of TAC technology center in ECCOM is a complete service facility, a high-quality and experienced technical team, and a complete support system conforming to ISO9001:2000 standard to ensure the healthy operation of the customer's network system, and further ensuring the smooth operation and development of the customer's business, and improving the quality and efficiency.
ECCOM support and maintenance service includes the following factors: coordination of response, remote technology barrier removal of response level, and maintenance of hardware spare parts. Various factors can form various combinations according to the specific situation, which is both professional and flexible.
The general contents of maintenance support services include:
● Fault handling
In the event of a customer's network failure, ECCOM will provide technical support services through a combination of remote fault diagnosis and on-site processing. ECCOM's fault handling services include network fault diagnosis and troubleshooting, as well as related software version upgrades and spare parts replacement. According to the specific needs of customers, they can provide different level of fault handling services.
● Hardware warranty
Hardware warranty service means that if the customer's hardware fails during the warranty period / service period, ECCOM will be responsible for replacing the customer's bad parts. After receiving the bad parts declaration, the customer will complete the hardware warranty and replacement with the agreed SLA according to the equipment manufacturer's warranty operation process.
● On-site service
When the customer's network failure can't be solved by TAC technical center engineers remotely, TAC center will send engineers to carry out on-site obstacle elimination. When the customer's hardware in the remote obstacle removal is judged to be faulty, TAC center will send engineers to the customer's site to install and replace spare parts according to the customer's needs. TAC center will provide on-site personnel on-duty service when the customer network needs to conduct drills or when it encounters major holidays and other situations.
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