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        技術支持

        Technical support
        400-050-6905
        客服 轉1
        銷售 轉2
        參森技術支持服務條例
        首頁 > 技術支持 > 技術支持服務條例

        一、名詞定義

        • 1.1軟件:系指甲方營業場所安裝應用的參森ERP軟件。
        • 1.2外圍硬件:系指參森俱樂部管理系統所安裝的服務器(通常是俱樂部前臺電腦或者獨立的計算機)、PC機、打印會員合同的打印機、打印收據的打印機、會員刷卡的讀卡器。
        • 1.3耗材:系指系統運營中所涉及到的一式三聯的會員協議、一式二聯的收據、非接觸式會員卡。
        • 1.4正常工作時間:
          北京時間周一至周五 上午9:00-21:00
          周六日 下午13:00-21:00
          法定節假日除外
        • 1.5軟件故障: 軟件功能輸入、保存、修改、刪除不能達到預期結果的,輸出界面、提示、報表、查詢、打印不能達到預期結果。
        • 1.6網絡故障:是系統所應用的PC機不能連接到服務器(即Ping 服務器IP地址不通),可能是網卡或者網線接頭松動。
        • 1.7數據錯誤:數據輸入過程中人為產生錯誤或者系統保存之后不一致。
        • 1.8故障申報:當甲方在軟件應用過程中發現軟件故障、網絡故障、數據錯誤等情況時,通過電話、E_mail、QQ向乙方維護人員說明情況。
          公司客服電話 400-050-6905
          公司客服QQ 400-050-6905
        • 1.9關鍵業務:系指軟件功能中日常必用的最基本的功能,例如辦理會員合同、進門刷卡、辦理私教合同、私教刷卡、結帳等等。

        二、甲方的保障條件

        • 2.1需指定系統管理員向乙方技術人員進行故障申報。系統管理員需能夠熟練收發電子郵件、能夠熟練應用騰訊的QQ聊天軟件。乙方技術人員針對故障的原因分析、故障分類、各種故障排除手段都將只面對系統管理員,故甲方需保證系統管理員應具有相應的工作時間和合作態度。系統管理員變更時,應當書面致函通知乙方。
        • 2.2甲方需要保障軟件所依托的外圍硬件正常運行,需要保障耗材的足額供應。至少在甲方俱樂部所在地具有一名人員能夠單獨完成windows操作系統安裝。
        • 2.3甲方需要保障軟件所安裝的服務器能夠訪問互聯網,但需限制使用人員頻繁訪問各類網站或者下載網絡程序防止電腦中毒。

        三、故障申報

        • 3.1軟件應用中發生異常現象時,第一現場使用人員應當將異常產生的前續操作步驟、現象描述向系統管理員反映。由系統管理員確定故障級別,通過電話、傳真或電子郵件或者遠程通訊軟件(QQ)向乙方技術人員進行業務申報。故障申報單不完整的,乙方指導甲方重新填寫。
        • 3.2根據故障產生之后,對甲方使用的影響程度不同,對故障級別如下定義,甲方應針對故障級別的不同采取相應的申報方式。一級故障采取電話方式(直接致電乙方技術人員手機),事后再補做《故障申報單》。二、三級故障需填寫《故障申報單》,在正常工作時間通過電話或者網絡向乙方申報。
        • 故障級別 故障內容 故障申報接受時間 第一響應時間
          一級故障 全體用戶無法正常登錄,關鍵業務無法正常完成,對客戶的業務運作有重大影響。 7x24 2小時
          二級故障 關鍵業務可以完成,但結果產生錯誤,對客戶的業務運作有嚴重影響。 5x8 4小時
          三級故障 非關鍵業務無法正常執行,或者不完整,客戶的大部分業務運作仍可正常工作。 5x8 8小時
        • 3.3對于業務、操作咨詢類問題,甲方系統管理員在正常工作時間可以直接通過電話或者網絡向乙方聯絡,乙方當即進行解答。甲方若對解答結果不滿意或者乙方的解答無法解決故障問題,需填寫《故障申報單》按照申報流程進行操作。
        • 3.4甲方系統管理員在故障申報前,需要自行操作軟件,以確定異常現象是否可以重現。對于不可重現的異常現象,乙方將不確定解決期限。

        四、故障受理

        • 4.1乙方根據故障級別的不同,在第一響應時間內與甲方系統管理員確認異常現象細節,確認故障級別,確定異常情況是否可以重現,大致分析故障原因,提出故障解決時限。通常故障解決時限如下:
        • 故障級別 故障申報接受時間 第一響應時間 故障解決時限
          一級故障 7x24 2小時 故障申告后12小時之內
          二級故障 5x8 4小時 2個工作日之內解決
          三級故障 5x8 8小時 7個工作日之內解決
        • 4.2乙方將通過修改數據庫數據、給甲方發放新版本程序或者遠程遙控甲方操作來解決故障,當以上手段不能解決問題時,乙方將在故障解決時限屆滿的第二日(二級或三級故障為第二個工作日)到達甲方現場進行服務。(北京以外的客戶,需要甲方支付上門交通費、住宿費)。
        • 注:故障解決時限,只列出通常問題的故障解決時限,會有以下特例的情況,提醒甲方注意,乙方不受故障解決時限的約束。
        • A需要修改程序代碼才能解決的問題,我們會告知甲方,下一次更版升級的時候完成。
        • B不可重現的故障問題(就是偶然發現的,出現癥狀不固定的),乙方無法確定解決時限。
        • C由于遠程網絡不穩定,乙方無法確定解決時限。
        • D由于甲方系統管理員配合不當的,乙方無法確定解決時限。
        • 客服專線
        • 參森客服QQ

        • 客服QQ:4000506905

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          400-050-6905 客服 轉 1 銷售 轉 2
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