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Detailed Rules of CloudConnect Service

Rapid repair service

★ AOLC provides instant failure repair service 5*8 workdays through 400 tel.
★ AOLC provides instant failure repair service 7*24*365 through 400 tel.

Technical support service

★ AOLC offers 7*24*365 technical support service by telephone,email and remote assistance.AOLC will have after-sale service commissioners to reply in detail to users on questions regarding using CloudConnect.
★ Service time windows are either 5*8 wordays or 7*24*365.

Bug solving and hardware replacement service

★ We are able to finish problem testing and software problem repairing in two hours from accepting users reports. Hardware problems and problems that can’t be solved in two hours, we will replace the hardware for you. AOLC guarantees that standby machine and after-sales engineers will be present in 2 to 4 hours in Shanghai and Beijing,and help users finish repairing or replacing equipments since the hardware service started.
★ We are able to finish problem testing and software problem repairing in two hours from accepting users reports. Hardware problems and problems that can’t be solved in two hours, we will replace the hardware for you. AOLC guarantees that standby machine and after-sales engineers will be present in 24 hours in Shanghai, Beijing, Tianjin, Jiangsu, Zhejiang and Hebei,and help users finish repairing or replacing equipments since the hardware service started.
★ We are able to finish problem testing and software problem repairing in two hours from accepting users reports. Hardware problems and problems that can’t be solved in two hours, we will replace the hardware for you. Replacing equipments will be delivered by express on the same day when hardware service started before 3:00 p.m,and be delivered on the second workday when hardware service started after 3:00 p.m.If present support is needed,after-sales service engineer will reach the user in 24 hours after the replacing equipment is accepted to provide present service.(Notice: extra charges may apply)

Standby machine service

★ AOLC provides 7*24*365 standby machine service.AOLC will launch hardware replacement service when there is a problem on equipments’ hardware.

Remote operation service

★ AOLC provides 7*24*365 equipment monitoring service. Equipments online will be monitored by NMS(Network Management System) ,including equipment status,system resources,users’ login information,application usage info and flow usage info. Alarm generates when something is abnormal.
★ AOLC will back up configuration for all online equipments by NMS every week.Configuration backup will be followed whenever change happens.

Inspection report

★ AOLC provides service report according to usage information and the problem records and user’s needs of CloudConnect equipment on NMS.The cycle can be set as a month,a quarter,half a year or a year.

Regular return visit

★ AOLC after-sales service commissioners will pay a telephone return visit to fix users’ reported problems. The return visit will happen every two months for every CloudConnect users.

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