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 Center on customers, create perfect service quality, complete service structure and consummate service system, conduct management according to information engineering construction codes and ISO9000 International Service Quality Systems and provide sincere, fast, effective and considerate support and services.


  一、Service Types
    By content, our services include software technology service, network hardware technology service, training service, management and consultation service, auxiliary software supply service, internet technology service, Call Center system (800-810-7272 toll free), etc.
By stages, our services include before-execution, in-execution and after-execution services.


  二、Service Methods
    1、Phone service——customers can feed back their problems to the company by telephone, Tianjian’s specially-assigned executers and customization personnel will respond within one hour by communicating with customers by telephone to find out and resolve problems. The specialized personnel of the company will keep an account of the course of problems and the details of problem resolution, organize them and record them into the archives of the customers. The company will provide 24h toll free (8610-800-810-7272) on a seven-day-per-week basis
    2、Email and letter service——customers can feed back their problems to the company by email or letter, the company’s specially-assigned executers and customization personnel will respond within one hour by feeding back examination results and solutions to customers by telephone, email or letter. The specialized personnel of the company will keep an account of the course of problems and the details of problem resolution, organize them and record them into the archives of the customers. Email and letter service are free of charge.
    3、Door-to-door service——all the insolvable problems by telephone, email or letter may be solved through door-to-door service. Door-to-door service is accomplished by the executers or customization personnel assigned by Tianjian to ensure fault elimination within 24 hours and engineering personnel will not leave unless faults have been eliminated. Door-to-door service personnel will conduct after-sale service according to the Code for After-sale Service Work. On-spot work records shall be signed and confirmed by customers, organized and archived. Any door-to-door service within the warranty period is free of charge and any door-to-door service beyond the warranty period is not free.
三、Localization Service
1、Before-execution Service
Consultation and design of product execution plans——customize the engineering execution plans in line with customers’ development characteristics according to the investment plans and long-term development conditions of customers and with cost performance as the design principle.
Equipment test——nduct comprehensive test of the relevant storage devices and network equipment incorporated in system engineering and appraise the standardization extent of the equipment accurately.
Software environment simulation——Place system software in a specific environment for simulation and consult with the relevant personnel of customers on customer adaptability to work out the best choice.
Preparation of data dictionary and report template——ensure that project engineering construction could be completed within the scheduled period.
2、In-execution Service
Installation, adjustment and engineering guidance——execute according to engineering execution plans and train engineering technical team for customers.
System training——with the goal of enabling customers to master various work flowers, maintenance measures and emergency response methods of the system, reducing unnecessary operation errors, simplifying work steps and shortening application period, provide the following content.
Basic knowledge training, system administrator training, system operator training, network administrator training, special technology training, etc. Training is conducted through centralized training and combination of training and practice.
3、After-acceptance service
Stationing of project service personnel-after engineering acceptance, Tianjian will assign engineering technical personnel to station on sites to provide customers with prompt technical service and assist in the collaborative execution of various methods such as remote maintenance, consultation by telephone and fax, email and internet remote support.
四、Software Update and Customization
Tianjian values customers as the most important strategic partners and will cooperate closely with relevant experts and engineering technical personnel in the continuous update of the system software for the construction of data center and data environment.
During software development and system construction, Tianjian will make corresponding adjustments to software modules according to actual situation. Software customization does not mean the fine changes of the existing modules, but an act of customizing modules according to actual situation. Customization requirements include appropriate modification and function adding of the existing modules meeting the requirements of customers for function extension according to the specific situation of their use of Tianjian’s software. Tianjian is willing to cooperate with the relevant departments and personnel of customers in developing new functions of software.
五、Toll free of Customer Call Center(800-810-7272)
Opening of 800 tolls free: Tianjian provides 800-810-7272 toll free, accept before-sale, in-sale and after-sale technical consultation about projects anytime and staff professional technicians to provide product consultation service, interpret the details of its products for customers and provide individual technical plans and suggestions to customers according to their demands.
Establishment of complete customer archives: establish complete and accurate archives for customers, which include the basic information (actualities, background, outline, construction goal, history of information engineering construction, etc.) of customers; contract information (software and hardware equipment configuration, etc.), brief introduction of execution conditions (tracing of use conditions of the existing modules, execution conditions of development of customized software); historical maintenance records, extension and prospect of future system, etc. Tianjian will assign special technical personnel to manage customers’ archives, number projects, constantly follow up the conditions of project construction, irregularly provide customers with the plan for software and hardware modification and update, fast and accurately search required materials through establishing such archives as User Registration Card and After-sale Service Card for customers, forecast and analyze project demands and provide multifaceted, multi-angle and diversified services.

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