| After sales service commitment | MT-BOX intelligent cloud box: 12 months of warranty and maintenance, and the standard product repair cycle is 5 working days. Provide remote guidance commissioning service. If the fault of returning terminal equipment cannot be repaired within the specified time limit, provide standby equipment to replace the faulty equipment. MTIC Internet of Things cloud platform: operation and maintenance service objects include application systems, software platforms, hardware platforms and data. Provide remote technical support services. Telephone support service: hotline telephone support service is provided from 9:00 to 18:00 on working days, including after-sales service 400-682-2950, 15358045436 (smart factory, smart city, smart environmental protection) and 15335240292 (smart logistics). Paid services: on-site equipment commissioning, technical support and training services. | |
| Details | MT-BOX Smart Cloud Box 1、 Service object The security products involved in this clause include the full range of MT-BOX smart cloud box products sold in the domestic market. 2、 Twelve month warranty In case of non man-made damage within 12 months from the date of sale, we can complete the repair within the specified repair cycle and return it to you. 3、 Life cycle maintenance Since the date of product sale, we have started to provide customers with life-cycle maintenance services. For the defective products within the warranty period but not meeting the warranty conditions and the products beyond the warranty period, we provide paid maintenance services. After the customer confirms to accept the product maintenance costs, we arrange the product maintenance. 4、 Maintenance cycle The repair cycle of standard products for long distance transportation is 5 working days. Customized products are calculated separately, excluding the transportation process and the time taken for collecting maintenance fees. MTIC Internet of Things Cloud Platform 1、 Service object The security products involved in this clause include the full range of MTIC Internet of Things cloud platform products sold in the domestic market. 2、 Remote technical support During the operation and maintenance period, Party B shall provide remote technical support for the use problems caused by system bugs, software provided by Party B, such as tomcat, nginx, mysql, phpstudy, etc., CPU, memory, disk utilization optimization, etc. 3、 Reload Deployment For problems caused by hardware or system, provide corresponding software reinstallation and deployment services. 4、 Technical solution support Problems caused by network connectivity, network attacks, system reinstallation, etc. are not included in the service scope, and only relevant solutions are provided. 5、 Database Database export backup, import update service, and maintain the normal operation of the database background. 6、 Server Hosting ECS operation and maintenance, daily data backup. | |
After sales maintenance process | The customer contacts the after-sales service → confirms the warranty period and scope → the customer sends repair products → both parties confirm the cost → repairs are carried out on a long journey → products are returned on a long journey 1、 The customer contacted after-sales The customer contacted the after-sales department to preliminarily confirm the product problems, and confirm whether they can be solved remotely or returned to the factory for repair. 2、 Confirm the warranty period and scope After sales confirms the production date and sales delivery date of the product, and confirms the express delivery signing date. The warranty time is calculated based on the customer's receipt date. If the customer's product failure falls within the following scope, please forgive us for providing paid maintenance service for the extended journey. 1. Product failures caused by irresistible factors such as fire, flood, electric shock and earthquake. 2. Damage caused by industrial accidents, misuse and abuse or serious burning of electronic components of circuit boards. 3. The product has been disassembled, repaired or modified without permission of the diffuse transportation authority, resulting in severe scratches on the product shell, damage to parts, and damage to labels. The repaired or replaced components have a 1-year warranty from the date of repair. 3、 Customer sends repair products Address: A2-1001, Tian'an Smart City, No. 228, Linghu Avenue, Xinwu District, Wuxi City Tel.: 0510-88230210 Postal code: 214000 Attention: After sales 4、 Both parties confirm the maintenance cost No maintenance fee will be charged for products within the warranty period and within the warranty scope; For products within the warranty period but not within the warranty scope, only the cost of components will be charged, and no maintenance service fee will be charged; For products beyond the warranty period, the cost of components and appropriate maintenance fees will be charged according to the actual damage degree. 5、 Maintenance After repairing the products, the maintenance personnel will test them as soon as possible, fill the test results and charges in the Repair Report, and deal with whether to charge as follows: 1. For the fault products that do not need to be charged, the maintenance personnel will send the repaired products and the Repair Report directly to the customer after the repair. 2. For the faulty products that need to be charged, the maintenance personnel will submit the Repair Report to the after-sales personnel, who will confirm the payment details with the customer. After receiving your remittance receipt, the after-sales service personnel will notify the maintenance personnel to start the repair, and return the product and the Repair Report) in time after the repair. For charged maintenance products: 1. Unless otherwise agreed, after receiving the Repair Report, the customer should contact Long distance after-sales service within five working days to determine whether maintenance is required. If the customer does not decide whether to repair within five working days, the maintenance personnel will postpone the customer's faulty products to the next maintenance cycle. 2. Unless otherwise agreed, if no payment is received from the customer within 30 working days from the date the after-sales service personnel provide the Repair Report to your company, the long-distance maintenance personnel will return the defective products to the customer. 6、 Transportation cost The freight to be sent to the customer by the customer shall be borne by the customer, and the freight to be sent back to the customer after the repair shall be borne by the customer. | |
| Project maintenance | Submit problems on PMS → confirm by both parties → repair → end 1、 PMS submits BUG feedback form The customer submits the BUG Feedback Form on the PMS 2、 Both parties confirm After sales personnel shall confirm whether the project is within the maintenance period and whether the bug is within the maintenance scope. If the customer's project belongs to the following scope and does not belong to the maintenance scope, please understand. 1. The system cannot be used due to the customer's self installation of software or system configuration. 2. During network equipment maintenance, the service needs to be interrupted for a short time, or the access speed of the server decreases or is interrupted due to the blocking of the Internet access. 3. Events caused by hackers, viruses, technical adjustments of telecommunication departments, etc. 4. The system cannot operate normally due to illegal operation of personnel, virus infection of computer equipment or failure of third-party products, computer equipment failure, network failure, etc. 3、 Repair After confirming the problem and solution with the customer, repair the system problem according to the agreed time. 4、 End After the system repair is completed, notify the customer for confirmation. |
| Notice to customers | MTIC Internet of Things Cloud Platform 1. In order to provide better services for you, it is necessary to ensure the security of the system operating environment (including computers, printers and related hardware equipment), regularly back up the system data, and properly keep the backup data. 2. Contact personnel, contact information and change information shall be submitted to Wanda. In case of any abnormality in the system, it is required to faithfully record and report the current fault phenomenon in the feedback sheet, and contact with the vehicle for diagnosis. 3. Necessary personnel cooperation and material support shall be provided when providing maintenance and technical support on a long journey. MT-BOX Smart Cloud Box 1. In order to provide better service for you, you'd better attach the completed product after-sales service registration form when you return the repaired products, or you can download it on our website. Please explain the fault phenomenon in detail as much as possible, so that our maintenance personnel can repair and solve the fault as soon as possible, and please indicate the detailed contact information, so that the repaired products can be returned to you timely and accurately. 2. Please try to back up the program parameters before sending them for repair. After repair, the program parameter settings may not be retained. 3. As our products are electronic products, customers should pay attention to using safe and reliable packaging and transportation methods when returning products to avoid more serious damage due to transportation. Customers are recommended to purchase transportation insurance. Our company will not be liable for any loss caused by transportation or other irresistible reasons during transportation. Please understand. 4. No feedback is received within one week after the maintenance parts are sent out. Please call the after-sales service personnel to inquire, so as to avoid the loss of the maintenance parts during transportation. The following conditions are not covered by the free warranty of MT-BOX smart cloud box, but belong to paid maintenance service. Please understand ·The warranty period has expired; ·Product failure or damage caused by installation, use, maintenance and storage not in accordance with the instructions; ·Alter or tear the product barcode without authorization; ·Alter the inherent setting file or dismantle the machine for repair without permission; ·Product damage caused by unexpected factors or human behavior, such as high temperature, water ingress, mechanical damage, breaking, serious oxidation or rust of products, etc; ·Damage caused by transportation, loading and unloading during the customer's return repair; ·Product failure or damage caused by force majeure, such as earthquake, fire, flood, lightning, etc; ·Other faults or damages not caused by product design, technology, manufacturing, quality and other problems. | ||
| After sales Service Registration Form | ||
| Customer information | Customer Name | contacts |
| Mailing address | contact number | |
| Product Data | Product model | serial number |
| Whether it is in warranty period | Number of maintenance | |
| Fault phenomenon | ||
| Valuable suggestions | ||
hotline：400-6822950
Email：service@mantoo.com.cn
