Self-service

Service mode: the user can solve the common routine business problems according to the user's operation instructions and other documents and questions provided by the company

Service content:

(1)Software running environment

(2) the normal installation of the software

(3) simple operation of software, etc.

Service standard:

(1) 7*24 hours of service;

(2) instant service;

Hotline service

Service mode: users can not deal with themselves through self-service services, and can be resolved through the cloud company service hotline

Service content:

(1) common, unusual problems that arise during software installation;

(2) basic login when software is landed

(3) the basic operation of software

(4) data backup and replace server machine

Service standard:

(1) 7*8 hours of service;

(2) instant service;

Remote class service

Service: through the hotline can not describe the details of the problem, YunGuang company to provide technical online support for remote processing of problems encountered by users.

Service content:

(1) abnormal problems in the process of software installation;

(2) the connection server failed during the logon process

(3) problems encountered in the normal operation of software

(4) install corresponding upgrade patch according to user's needs

Service standard:

(1) 7*8 hours of service;

(2) immediate response

Field service

Service mode: users request the implementation of YunGuang company on-site services, YunGuang company to send technical services team, for users to do on-site implementation services.

Service content:

(1) customer after-sales training;

(2) major problem customers need on-site treatment;

Service standard:

(1) 7*24 hours of service;

(2) arriving at the scene within 24 hours

Care service

Through telephone, QQ, mail and other means of communication, regular understanding of the current use of users, while the current situation in accordance with the customer's response to care services.

Note: when software features appear unacceptable errors and cannot use other methods to eliminate errors, they are responsible for providing free functional correction versions in a timely manner, which maintains the full functionality of the current official version.