It is a common tendency for enterprises to get online. However, construction of a network does not mean the enterprise is up to the trend, let alone that the network will be running smoothly in the future. This is because in network running, there might arise many unexpected problems, the serious of which might even paralyze the business operation for the whole enterprise, causing inestimable tangible and intangible loss. Therefore, for every enterprise in the new economy era, network maintenance is inevitable, and is also a problem that needs urgent solution.

Network System Maintenance Service

Wafer network system maintenance service aims at ensuring the most efficient running of customers’ network. In the case of failure with the network, the maintenance service can precisely find the failure, restore normal operation of the network, and reduce enterprises’ investment on spare parts and network diagnose tools.

Wafer takes Hong Kong and Beijing as its bases and distributing centers for its service, establishing a TechnicalAssistanceCenter (TACCenter) there, and has established technical assistance branches in Shanghai, Guangzhou and Chengdu, supporting Asia-Pacific regions, and the four regions of east, west, south and north China. Every technical assistance center and branches enjoy sufficient spare-part inventory and a team composed of senior professionals, which ensure the most rapid and convenient technical assistance and service response to every customer.

TAC Technical Assistance Staff

　In the whole technical assistance system of Wafer, there are over fifty technicians and engineers with strict technical qualification authentication of manufacturers, and more senior engineers providing advanced failure support, among those there are four with Cisco CCIE certificates. These engineers and experts all enjoy years of experience in data network maintenance, ensuring all-around and professional service for customers.

In terms of their different roles in TAC, engineers are mainly classified as the two categories below:

• Customer-service engineers with rich experience are especially designated for telephone and on-site technical assistance.
• Technical professionals and technical consultants are especially designated to assist customers in troubleshooting.

 

About Maintenance Service

Hotline diagnose and more convenient communication

With telephone, fax, E-mail and the Internet, we ensure smooth communication channels with customers. We pay attention to every voice from customers and diagnose for your network. If you are have signed service contract with us, we will send senior engineers to “diagnose” your network onsite.

Dedicated spare parts and more special support

Wafer System has invested heavily in Hong Kong and Mainland China to establish five spare-part banks, storing various spare parts that might be needed by customers in urgency, and ensuring that functionally compatible hardware equipments will be available in the case of problems with your network. Besides, our engineers will replace and test for you to ensure normal operation of the system online. “Special spare part for a special you” is our promise.

Free maintenance and more considerate care

We will take your need into full consideration, and provide free testing services according to what equipments you possess, including: inspecting running status of every equipment, making proper adjustment and running necessary diagnose software, upgrading and/or upgrading software version on needs

• If there are less then ten equipments on the same site, one free testing service is available.
• ·If there are over eleven but less than fifty equipments on the same site, two free testing services are available.
• ·If there are over fifty-one but less than one hundred equipments on the same site, three free testing services are available.

Perfect management and solve customers’ urgent problems more rapidly

It has always been our tenet that “you have to finish today what you are doing today”. We will, within one business day after receiving your service call (paging), complete the maintenance service. For complicated problems, the service level will be increased in terms of the failure standard, with technical staffs ranging from regular engineer to senior engineer and all the way to product expert, and management personnel ranging from department manager to regional manager, technical supervisor and all the way to the President, until the problem is finally solved.

Arrival onsite in four hours, and more rapid response

If you are a “close neighbor” within twenty-five kilometers from us, we will, within four hours after receiving your technical assistance call (paging), send an engineer to your site and solve the problem that cannot be solved over the phone, really letting you rest in peace.

Quality service and more value-added enjoyment

We will let you get more professional service at the most reasonable price. Our service charge involves all spare parts and labor cost (except for non-durables). For a few products that are not included as spare parts, Wafer System can assist customers in repairing the broken or damaged product.

Automatic system and more strict management

To raise working efficiency and shorten response time, the TechnicalAssistanceCenter takes Web-based automatic call Tracking System, ensuring timely response to customers’ call and strict management.