Customer Support
24/7 dedicated technical support to ensure stable business operations
Comprehensive Technical Support Services
We provide dedicated technical support teams for each enterprise and government client to ensure system stability and timely problem resolution:
24/7 Response
Round-the-clock technical support service, 30-minute response for urgent issues, 2-hour on-site arrival for major failures
Dedicated Service Team
Each client is assigned a dedicated technical manager and engineering team familiar with your business scenarios
Remote Technical Support
Instant technical support and problem diagnosis through remote desktop, conference calls, and other methods
On-site Service
On-site technical support when needed, including system deployment, upgrades, and troubleshooting
Regular Inspections
Monthly system health checks to proactively identify and resolve potential issues
Training Services
Provide system usage training and technical training to enhance your team's skill levels
Service Level Agreement (SLA)
We commit to high-standard service quality to ensure stable and reliable system operation:
| Service Item | Service Level | Response Time | Resolution Time |
|---|---|---|---|
| System Failure | Level 1 (Critical) | 30 minutes | 2 hours |
| System Failure | Level 2 (Important) | 2 hours | 8 hours |
| System Failure | Level 3 (General) | 8 hours | 24 hours |
| Function Consultation | Normal | 8 hours | 48 hours |
| System Optimization | Normal | 24 hours | 5 business days |
Service Hours
We offer flexible service time arrangements to meet different client needs:
Standard Service Hours
24/7 Emergency Support
24/7 technical support service for emergencies such as system failures
Contact Methods
You can contact our technical support team through the following methods:
Technical Support Hotline
400-123-4567
24/7 service
Online Customer Service
WeChat Work Customer Service
Online during working hours
Email Support
support@uglypear.com
Reply within 2 hours
Service Request Process
To better serve you, please follow this process to submit service requests:
- Submit service requests through phone, email, or online customer service
- Describe problem details and provide relevant screenshots or logs
- Technical support team confirms issue and assigns engineer
- Engineer contacts you for problem diagnosis and resolution
- Satisfaction survey after problem resolution
Value-Added Services
In addition to standard technical support, we also offer the following value-added services:
System Upgrades
Regular system upgrade services including new features and security patches
Performance Optimization
Provide system performance optimization recommendations and implementation based on business development needs
Data Migration
Provide secure and reliable data migration services to ensure business continuity
Technical Documentation
Provide detailed technical documentation and best practice guides