Wuxi Newnet Information System Co,.Ltd.(shorted as Newnet company in the following), one of the larger integrated manufacturer in computer and communication field,has succeeded in numerous regional large projects for clients after its entering the field. With thehigh development of IP net technology, people become increasingly depending on the computer and communication system. So keeping the system stable ,well running seems more and more important.In this conditoin, after-service maintenance play a key role in this respect.

Thanks to the clients closely cooperation and continous efforts made by the staff, Wuxi Newnet Information system Co.Ltd, As a responsible manufacturer in system integration,has adopted extensive and overall service items and established perfect service system to meet the market which based on the character of system provided by the Newnet company and also the users’ various demands.

一、The concept of Newnet after-service
After-service is an important part of Newnet company solution integrative system.

　As a compositive manufacturer of computer and communication system, Wuxi Newnet Information System Co.Ltd has fully recognized the importance of after- service in developing business and credit standing of the company. According to clients’different demands and special requirments, the company provides different services, what’s more, we always believe that after-services should not only solve clients’ problems but also help them to foster their own maintenance technique group, which can enable them to learn valuable experience while the technicians are solving the problems .To Provide the clients integrative solution (that is instauration ,support,maintenance)and excellent service are the final target of our company.

　　 Long-distance,speedy, concentrative service --the major characteristics of after-service in Newnet company.

Give priority to long-distance support, assisted with on the spot service is the trait of our service.

Thanks to the rapid development of IP technology,it has enabled people to require much more and timely information on system malfunctions by IP net, And according to our experiences in the past years, many malfunctions could be solved through long-distance(remote) support. And therefore,to adopt the long-distance(remote)support as the main task of after-service system ,assisted with on the spot services,which can not only provide a better and faster service to clients,but also a well guarantee to integrate technique expertise in maintenance center.

　Layered and classified service indicating different quality and value of the services.

Newnet company services can be classified into I level(Standard Service contract), II level(Advanced Service contract)and III level(User-defined Service contract).According to the products provided by Newnet company, the services can be classified into three major sorts that is hardware,software and services to the whole system..

.Paid service guarantees high quality and transparency of services.

Nowadays ,the general products supplier provide the warranty for the equipment without cost in an appointed time, To be frank, this kind of maintenance service has it’s value to some extent.The equipments purchasers console themselves by getting “favor” while the services’value are often being ignored.

In fact, each service own market value such as project implementing,equipments repairing, system maintenance service. In order to lessen the services’ cost, equipments providers only can ensure basicquality of services in guarantee peroid. In this way, the consumers often can’t get high quality maintenance services though bought expensive and high quality products. At the same time, according to the market economic rules, the price can express the value of a product. Maintenance service is a kind of product. It’s value and quality should be prorate. Free service makes the evaluation of servics’ quality and services’ procedure impossible.

Maintenance service is a kind of product having market value. Layered, classified, high quality service demonstrates the concept that maintenance service is a kind of product owning market value. Different function in system will cause different importance to the equipments. So the users need different level maintenance services support. Classified, user-defined maintenance service provided by Newnet company benefit users as long as they speak for maintenance services according to their demands.

二、The definition of after-services in Newnet company
..The service contained in general contract:

At present, the integrative project contract of general system signed by Netnet company,including several basic after-service as following:

1) equipment delivery,installation and debug as contract stipulated.

2) equipment warranty,software upgrdade and other services provided by the original manufacturers.

As for hardware products: pieces and software displacement (such as : Router’s IOS and host computer OS, disk array and relevant software ).The warranty period goes with the original manufacturer’s commitment. The services contains: exchanging and repairing malfunction products (including module), allocating and modifying the software.

As for software products: data base, inter-piece, net management and application system provided by original manufacturer. The warranty period goes with the original manufacturer’s commitment. And starts from odd-dot -testingfinishing day. The service contains: allocation adjustment and repairement to the software according to clients’ demands;

3)From system first checking to finishing period(or limited-time stated in the contract), Newnet company maintenance department offers the basic maintenance services as following:

• Appointed service contract:

Accoding to clients and systems’ requirements, Newnet company set forth layered and user-defined maintenance services. Clients can sign additory contract. The appointed service contract contains :

• The maintenance services provided by the original manufacturers

According to the clients demands, Newnet company can purchase the services such as fixing, system maintenance, upgrade services for clients which are provided by the original manufacturer, such as CISCO SMARTNET service.

三、The　responsibility allocation of after-service in Newnet company

The Newnet company after-services begins with the business department transfers projects to Systems Engineering department , including projects implementation and maintenance work,among which one are in the charge of engineering implementation,the other are in charge of maintenance .

In order to do better in maintenance field, Newnet company will continously improve its after-service system.

• The classification maintenance system in the form of divisional, HQ support .

According to the business development and divisional condition, The Newnet company has founded divisional technical support services and maintenance center, by combining divisional technique maintenance services center with HQ support center.

• The combination of support level and equipment level maintenance

All the maintenance members are managed by their director..each project are divided into two groups —single project maintenance group and general equipment maintenance group ,which are mainly responsible for service and maintenance technical support for some project while divisional technique services maintenance center is in the charge of all equipments testing, repairing,exchanging and upgrade which belong to equipment maintenance level .

　　.Muti-department ‘s close cooperation.

In the HQ of Newnet, different departments are systematically combined through rigorous services’ procedure. Divided work, well coordination, efficient supervision makes the hard-core part of after-services can solve the technical problems in a fast, efficiency and timely for the clients. Besides, we have extended the Newnet company after-services system to Wuxi areas(Including Zhangjia Gang city );

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四、service facility and Technical superiority in Wuxi Newnet Company

Service facility

Network enviroments: Wuxi Newnet Information system Co,.Ltd. owns perfect interior nets, two special lines for linking internet, which not only provide enough bandwidth for its after- services but also make convinence for the technicians;

Net equipments lab:there have CISCO Routers and switches ,which are used for training and establishing lab net.

Spare-part store: the company’s spare-part store is composed of servers, host computers and internet equipments which is used for clients’ system maintenance.

Technical superiority

• Newnet hot-line technical support center.

Technical support center attach great importance to provide all-directional and high quality network service for the clients,including pre-service,engineering service,in adddtion,we have the first-class professtional technic telents and standard management system on service. The core of technical support center is made up of technical support department and system engeneering department ,ith more than 50 experienced engineers, most of whom have got the qualification certificate ,which are award by original manufacturers, such as CCNA, CCNP ,UNIX OS, Solaris OS, memory euipments, AT$T structure wiring setting etc. The technical support center also has programmer, advanced programmer certificate. So we can provide excellent services for you based on these conditions.

• Powerful developing strength

Newnet company software development&research department has over ３０ members, among them 2 are Doctors, 3 are masters, ２０ are undergraduates.

Technical support

each branch in Newnet company has its own technical support,weestablished high efficient and two-leveled service constructiontogether with the HQ system engineering department.

五、The services provided by Wuxi Newnet company at present

5.1 Services and maintenance contents:

a)General malfunctions.

The malfunctions that will not badly affect system running or functions, such as application programme errors, equipments or parts damaged.

b) Fatal malfunctions.

The general system malfunctions that will have fatal impact on systems ,which needed to be removed on-the-spot at once or in limited time.

c) Upgrade and mending.

Upgrade the systems’ platform or hardware equipments and updating the application programmes’edition, loading mend programmes.

d) Daily services and maintenance, system, equipments allocating and data backup.

a: Checking, optimizing systems’ running periodically for clients.

b: Assisting clients allocating the network equipments and backup OS, application procedure, important database.

c: Establishing and perfecting the maintenance station..

d: General technical problems consultation or long-distance solution.

5.2:Leveled disposal and informing procedure of maintenance work.

According to the factors: services scale, emergency and maintenance task, malfunctions, Newnet company does maintenance in leveled way. At first the maintenance technician informs maintenance director about the demands of malfunctions removed. Then miantenace director deals with maintenance task in a leveled way according to maintenance agreement, services scale, emergency, malfunctions and so on.. Different maintenance level needs different means of disposal, layered maintenance technicians, the time of solving, damaged pieces repairing and periodic exchanging. Levels are distinguished as following:

A:Clients ‘system stops running or the systems are affected severely.

B: The functions of clients’ system drop greatly which affects business running of clients’ system.

C:The operation functions of clients systems are damaged or clients’ systems are under unsafe situation,but the systems still run normally.

D:Clients need support of products’ function,fixing, allocation etc. but clients’ business system can run without obvious influence

The time of diagnosing leveled malfunctions and overtime informing procedure:

Notes:

• Advanced technical support means professional technicians who have been awarded in company technical support dept. such as CCIP.
• Level A malfunctions are informed without time limited while level B,C,D within 8h in weekdays.
• The maintenance director must inform original manufacturer while receiving level A or B malfunction so as to seek technical support.
• As for level C or D malfunctions ,the maintenance director should inform not only technical support dept.manager but also original manufacturer.
• Giving priority to the equipments problems in level A or level B.
• If level B malfunctions can not be solved within 4h, 72h for level C, 10 workways for level D, the level of malfunction should be increased and informed general engineer.

六、The classified service items that can be upgraded

Services’ styles

Classified services

Servicestariff

Tel( at working time): 0510-85228200/85228300-8200；

Other time: Turn to orderly maintenance on duty staff’s mobile phone automatically by telephone switch.

（Note：working time：from Monday to Friday AM 8:00－12:00，PM 13:00－17:00）

Fax：0510-85221275，85221583；

Email for services and maintenance：support@xw-net.com;

webmaster@xw-net.com

Add：Wuxi Newnet Information system Co,. Ltd. system engineering department

Zip code：214001