10  Technical services and support
10.1 Field technical support
After execution of contract, our company will provide required equipments and softwares for users of this project in time according to the contents and time limit specified in contract. Besides, services such as field installation, online debug, technical training and technical support etc. will be also provided.

10.2  Long range technical support
Apart from the field technical support, authorized by the information management department of SSKOC, our special technicians will also provide long range services of system maintenance and technical support through internet by using VPN, besides, they will provide services of technical consultation and technical training through video conference and network IP telephone system, which can improve the response speed and save money as well as time. The long range services include software upgrade and update, system reinstallation, installation and configuration of client-side software, hardware unit upgrade, etc. If SSKOC think that it is necessary to provide field technical services, our company will assign technicians to provide services on site.

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10.3  System commission
After online installation, both parties will negotiate to determine the time for commission, our company will send technicians to provide technical services, they will be responsible for system operation and maintenance to ensure the normal use of system and correctness of data.

10.4 Technical consultating
(1) Telephone support
Our company will provide telephones for after-sales service. If there are some problems or failures, you can dial the telephone number of customer service “86-10-82329513” for 7×24-hour technical support services. If the problem told by user can not be answered or solved immediately, our company will make records and tell related technician in time to answer it within 24 hours.
(2) Data services
Our company will provide all technical data related to routine maintenance through different ways to improve the level of routine operation and maintenance by user.
(3) Instant communicating
Our company will publize MSN informations of main technicians who take part in carrying out this project, users will have instant communication with our technicians through MSN.

10.5  Services track
(1) Call or pay a visit to guests: during the period of maintenance, our company will call (for many times) or pay a visit to guests to know the situation of using this system from guests. If any problem is found out, we will solve it and make an answer in time.
 (2) Quality management and supervision for services: in order to ensure the quality of services, our company will assign a special person who is responsible for quality management and supervision. He will make assessement ans supervision to the service quality according to the statement submitted by engineers for technical services, besides, he will communicate with guests irregularly to know situations and collect opinions. Our company will provide hot line for guests’ complaints to receive supervision by guests and opinions from guests.