Resident engineer service refers to the company’s professional engineers to arrange on-site technical support for the customer network at important moments of the customer (such as major meetings, financial settlement days, etc.) or when the customer needs long-term on-site support. Its services include:
On-site engineer service (ONSITE SERVICE)
- On-site network operation monitoring:Assists in monitoring the running status of major network devices
- Real-time fault handling:Assist in on-site fault diagnosis and emergency recovery
- Network equipment maintenance:Assist customers to provide technical support for network equipment maintenance, configuration adjustment, etc.
- Preventive maintenance:Assist customers in preventive maintenance of equipment
- On-site customer training:Assist customers to master the basic operation of network equipment
- Service summary:Summary of the completion of various services during the stay
- On-site spare parts support (optional):The engineer carries spare parts to the site
Tip: During the on-site residing process, the customer must provide the necessary cooperation in terms of authority, materials and personnel. Such as entering the building and the computer room and accessing the faulty equipment, the telephones available on the site, the Internet access port, the on-site technicians accompanying the customer, etc.; if there is a delay in the resolution of the customer due to non-cooperation, the company will not bear Any responsibility. At the same time, the customer must ensure the personal safety of the resident engineer. Field service personnel have the right to terminate the provision of services to customers in situations where the environment is harsh and may pose a threat to the health and personal safety of field service personnel.
1. On-site network operation monitoring
On-site network operation monitoring service refers to assisting customers in real-time monitoring of network operation during the service of resident engineers to ensure the normal operation of the network and to locate and solve network failures in the shortest time.
2, on-site troubleshooting
After the network is faulty during the monitoring process, the resident engineer needs to locate the cause of the fault immediately.
3, network equipment maintenance
During the period of the engineer’s stay, assist the customer in the routine maintenance and configuration adjustment of the equipment, and provide relevant advice and technical support.
4. Preventive maintenance
During the period of the engineer’s stay, assist the customer to perform routine maintenance such as software and hardware operation check, log check, configuration specification check, configuration backup check, etc.
5, on-site customer training
On-site customer training refers to the training of the customer during the service process of the resident engineer, on the basic operation of related products and common maintenance means and commands.
6, service summary
For customers who purchase on-site engineer services, the resident engineer will summarize and review the completion of each service during the stay.
7, on-site spare parts support
Resident service engineers can carry spare parts to the site as needed. Customers need to negotiate with the company in advance to determine the type of spare parts required.