A maintenance plan for an information center

Maintenance Service Principles

The maintenance service provided by our company for the xx information center follows the following principles:

Ensure higher availability of the system: Through the maintenance of the central data room equipment, the availability of the system can be improved higher, allowing users to obtain a higher fault resolution rate and shorter system downtime; in addition, preventive maintenance such as regular inspections Work can greatly reduce the probability of failure.

Cost savings: Due to the provision of localized services and the adoption of a more effective cost control strategy, the price of the high-end equipment maintenance service of the central data room we provide will be more competitive, allowing users to receive faster spare parts services and more In the case of rapid failure response and closer IT services, it reduces the company's operating costs.

Higher service quality: As a professional maintenance service provider, we have established a service management system based on ITIL that conforms to industry best practices and industrial standards, and has established a team of engineers with rich enterprise management and IT technology background. Provide practical management and service solutions for enterprises, including the establishment of computer system equipment files, system maintenance records, system maintenance records and system management analysis reports and other service items to ensure the normal operation of customer IT systems and provide you with higher quality IT services .

Concentrate on the main business: the network system maintenance service can relieve customers of worries about system downtime and failures, and can greatly reduce enterprise personnel costs, improve enterprise profitability, and ensure the basis of the operation of information technology colleges and universities In the past, we focused on expanding our core business with the help of information system.

Professional echelon support: Enterprises will face many technical problems: hardware, software, LAN, Internet, database and various integrated systems, etc. The relevant content often requires many professional engineers to complete, we have a comprehensive technical background and have the ability to serve users Provide comprehensive technical services such as system maintenance and system optimization. And combined with the actual business development needs of customers, we provide corresponding project consultation and suggestions.

Get value-added and value-added services: As a maintenance service provider, our company can not only provide daily maintenance services, but also provide value-added and value-added services suitable for enterprises, such as customized training for customers' employees, system optimization, and implementation. System security assessment and diagnosis, system security hardening, etc.

In view of the status of the data room in the xx information center, the main tasks of the maintenance service provided by our company are as follows:

(1) Ensure the safety and normal operation of the information system of the xx information center;

(2) Provide maintenance and warranty equipment including: information system host system, storage system, network system, security system, ORACLE database system, and related software and hardware interfaces;

(3) Support the normal operation of business systems;

(4) All damaged parts of the equipment under maintenance, including hardware and software, are replaced free of charge within 6 hours; there are sufficient spare parts (especially CPU, memory, power supply, hard disk, module, engine, etc.), when the machine fails or When the machine parts are damaged, our company guarantees to provide on-site replacement service in time, and provide original spare parts free of charge. The spare parts include the original one-year warranty. When the user's machine crashes, our company guarantees that it can quickly provide a replacement machine to ensure uninterrupted business.

(5) The purchased maintenance equipment has the original manufacturer's official seal of the quality assurance service authorization letter.

Overview of maintenance service content

Maintenance service content and price

distinguish

project

During 2013

Original price

Xinbo takeoff price

Change amount

Rate of change

Remarks

Calculation benchmark

Sub-Total

2013 maintenance quote

Discount rate (Volume DC Rate)

2013 final proposal price (after DC and including tax)

Maintenance service content

distinguish

service items

Service Content

Basic

Support time

7 * 24 response

Processing time in case of failure

Arrival within 4 hours, resolved within 24 hours

Access service

7 * 24 phone support

upgrade

free

Regular inspection

2 months / time

provide information

free

Additional function development

Free assistance

education

Source of training

10 hours of basic technical training

other

Troubleshooting at night

stand by

Trouble shooting on rest day

stand by

Manpower

Resident / Remote Support

Remote support

Analyze the requirements of the security equipment and annual maintenance services of the data room in the xx information center, and learn that the maintenance services of the data room in the xx information center are divided into the following categories:

n Minicomputer and server maintenance

n Storage system maintenance

n Maintenance of Oracle database and related software

n Maintenance of related hardware and software interfaces

3.1 Minicomputer and server maintenance

There are two types of minicomputers in the data room of the xx information center, one Oracle T4-2 and one Oracle T3-1, and four PC servers-Oracle Blade 2000.

For the maintenance services of Oracle minicomputers T4-2 and T3-1, our company provides an active service model, makes good service planning, finds and solves problems in advance, and ensures that the system runs 24 * 7. Specific services include:

n System fault location and troubleshooting

n Solaris operating system installation and upgrade

n Update of operating system patches

n Microcode upgrade of minicomputer

n System backup and system recovery

n Data backup and data recovery

n CPU and memory upgrade and expansion

n Replace the failed hard disk, RAID reconstruction

n Replace the wearing parts such as power supply and fan

n Replace the motherboard and other faulty boards

n Replace all kinds of expired batteries in minicomputers and disk arrays

n Adjustment and optimization of system parameters

n Check and clear the system log

n Mirror check of system disk

n Dual-machine software status detection

n Monitoring of system directory space status

n System running status monitoring

n Install the new version of Solaris system

n Debug system configuration on the new version of Solaris system

n Test the new installed Solaris system

n Upgrade service of other software within the scope of maintenance equipment (software)

We provide annual maintenance services for minicomputers, and provide on-site equipment inspections six times a year to discover hidden troubles in advance and reduce downtime caused by failures. During the service period, the damage of the machine hardware is provided by our company for free replacement, and the customer no longer pays any other expenses.

For the Blade2000 maintenance service of the Oracle PC server, our company provides an active service model, makes good service planning, finds and solves problems in advance, and ensures that the system operates 24 * 7.

n Assist customers in basic daily maintenance and management of supported software products.

n Assist the customer to define the reported problem and guide the relevant technical personnel of the customer to complete the collection of relevant information needed to solve the problem.

n Our company will help customers to analyze and diagnose the root cause of the reported problems.

n For the problems of the software itself, our company will provide customers with relevant correction software free of charge as needed.

n For the problems reported by customers about the supported software products, our company will use the standard system to record and track as needed, and set and update the severity and priority of the problem according to the actual situation.

n Our company will conduct basic system testing after the application software is installed

3.2 Maintenance of storage system

xx Information center data room storage system related equipment: 1 Oracle SS6180 storage array

For the above equipment maintenance services related to the central data room storage system, our company provides an active service model, makes good service planning, finds and solves problems in advance, and ensures that the system operates 24 * 7.

n Equipment fault location and troubleshooting

n Device software version upgrade

n Configuration status detection

n Replace the vulnerable components such as power supply and fan

n System usage status detection

n System log analysis and monitoring

n Provide daily repair and maintenance services for storage equipment products in the information center.

n Emergency support plan. Comprehensively analyze the software and hardware configuration and application situation of the xx center data, and provide a safe, reliable, and practical emergency plan to the xx bureau after the first inspection.

n Provide technical support services for storage management software configuration and backup strategy review of xx information center.

n Help xx information center to analyze the performance of storage system: disk read and write performance, data storage backup security, I / O performance, solve data storage performance failure, improve storage system performance, and improve overall performance of xx information center IT system

n According to the IT system development needs of the xx information center, plan a new storage backup system, disaster recovery system, etc., to solve the needs of users' IT data security and high-speed growth.

n Provide xx information center with overall planning of storage information life cycle to ensure the vitality of user data.

Basic service content of host storage system:

3.3 Maintenance of database software

For the database software, our company provides an active service model, makes good service planning, finds and solves problems in advance, and ensures that the business runs 24 * 7. The specific service content mainly includes:

n Telephone support and remote login. Through the remote login, you can monitor the running status of the user database at any time, find potential faults, and make timely treatment.

n Routine maintenance. Technical engineers will assist users in checking database recovery procedures, installation, performance adjustments, etc., and conduct face-to-face technical exchanges and discussions to understand the functions and limitations of the database system and minimize potential data loss, downtime, and performance degradation. The risk of resource rescue is invalid.

n Fault diagnosis. For database software in use by users, problems occur due to reasons such as hardware, operating system, or applications, resulting in an abnormal state of the database and affecting the normal operation of the business. Our company promises to reach the site within 2 hours and solve the problem.

n Software upgrade. Our company's technical engineers will always pay attention to the various upgrade information and patch information of the database. For free upgrade content, the company will assist users to complete the upgrade work.

n Data migration. The company can assist users in data migration between two different database versions or between two different system platforms to prevent data loss.

n Disaster recovery. If unexpected downtime or data loss occurs, users may pay a heavy price. For this reason, our company ’s technical engineers will assist users in formulating detailed database backup and disaster recovery strategies according to specific business requirements. When the failure actually occurs, the company will Complete data recovery as quickly as possible, effectively defusing users' risks. And make sure to get the original ORACLE service when the data crashes.

n Performance tuning. When the user's system is abnormal or the database performance is significantly reduced, the company's Oracle experts will directly reach the user's site to help users adjust and optimize the performance of the database to ensure the system runs efficiently and stably.

n Log file analysis;

n Backup and recovery assessment, formulate backup and recovery plan;

n System health check and daily management system recommendations;

n Performance evaluation and optimization suggestions;

n Provide 6 times of ORACLE engineer certification engineer onsite service for this project

3.4 Maintenance of related hardware and software interfaces

For the equipment in the maintenance range of the data room of the xx information center, during the maintenance period, our company will provide maintenance and replacement services of all equipment's hardware and software interfaces.

Technical solutions for maintenance service projects

Our company is a technical service company. The company is mainly composed of engineers with rich technical experience. Our company has many first-class technical talents and has first-class technical and service levels. Engineers have passed the technical certifications of relevant manufacturers, such as: HP certification, IBM certification, oracle certification, network certification engineers. After winning the bid, according to the needs of customers, our company will allocate human resources reasonably and set up a special service technical team for this project, which can provide customers with the necessary help and services at any time. Over the years, we have accumulated rich experience in equipment maintenance and management. Our maintenance products cover the products of major minicomputer equipment and storage equipment manufacturers. At the same time, it provides a full range of services for finance, education, government and other industries, and has been fully affirmed by our customers. At the same time, our company has maintained good cooperative relations with major manufacturers for a long time, and has obtained strong backup support from the manufacturers. The technical support and maintenance service provided by our company can make each system of the data room of the xx information center run smoothly, while meeting the availability requirements. Through 7 * 24 hours hotline telephone support service, remote fault diagnosis service, on-site technical support service, on-site technical and maintenance operation training service, software patch upgrade service, repair of faulty parts, provision of spare parts and spare parts, network regular inspection service, key A series of integration of high-quality services such as communication duty services can quickly and effectively solve technical problems.

For the annual maintenance service of the data room in the xx information center, our company promises to provide 24/7 service and hotline service 24 hours a day, 7 days a week, and work as usual on holidays. The time of arrival is less than 6 hours.

The following are the nine service items specially customized by our company for the annual maintenance service of the data center of the xx information center

4.1 Project name: Hotline technical support service

Hotline telephone support service means that your company encounters difficulties in use or the equipment is in an abnormal state when using information equipment. You can seek technical support and assistance from the company by phone or fax. The company is confirming your service request After that, the technical staff will be arranged to help your company locate the fault by telephone support within the specified time (ie response time), and put forward solutions, and finally guide the troubleshooting of the equipment.

· During your equipment maintenance process, when a technical failure occurs, you should carefully investigate and record the failure phenomenon, and then provide the company with the details of the failure, service request time, contact person and contact number, etc. through the service hotline .

· Our service hotline provides telephone fault diagnosis 24 hours a day, 7 days a week. If the hotline phone number needs to be changed, the company will notify your company in writing (including fax) at least three days in advance.

· Your company should promptly feedback the effectiveness of the solution so that the company can take further technical support measures.

· For your company ’s failure, the service response time is half an hour (service response time refers to the time from the company ’s confirmation of your company ’s service request to the company ’s technical staff and your company reaching a consensus through communication and starting the next operation. The one-step operation may be: successfully knowing that your company is troubleshooting, starting remote fault diagnosis, or promising to go to your company's site for troubleshooting within a certain time).

4.2 Project name: Remote fault diagnosis

Remote fault diagnosis means that your company encounters difficulties in use or the device is in an abnormal state when using the device, and seeks technical support and assistance from the company by phone or fax. After confirming your service request, the company passes the service When project 1 cannot solve the problem of equipment failure, or at the same time as service project 1, as required and after obtaining your company ’s consent, use remote dial-up technology to connect our company ’s equipment to the terminal of the engineer ’s location and Diagnose your company's equipment, propose solutions to the problem, and finally guide your company to solve the problem.

· The company is responsible for remote fault diagnosis, that is, only looking at the data, looking for the cause of the fault, and not modifying the data. The specific troubleshooting is guided by the company to guide your company's maintenance personnel.

· Your company should provide necessary cooperation and assistance according to the company's requirements, confirm and feedback the effectiveness of the plan.

· The company can also check your company's data through remote fault diagnosis and conduct remote inspection.

· For different levels of faults, the company promises different time limits for fault resolution. The time limit for fault resolution is shown in Table 3. This time is not restricted by holidays after the start of service. Those who cannot be resolved within the time limit must provide on-site services.

Table 3: Time table for remote fault resolution

Failure level

Time limit

First-level failure

2 hours

Secondary failure

6 hours

Level 3 failure

3 days

Level 4 failure

one week

Note, fault definition:

l First-level failure: The existing equipment is down, or it may have a serious impact on your company's business operations.

l Second-level failure: The operational performance of the existing equipment is seriously degraded, or the performance of the equipment is significantly degraded, which significantly affects the final business operation.

l Three-level failure: The operating performance of the equipment is impaired, but most business operations can still work normally.

l Four-level fault: information or support is required in product function, installation or configuration.

4.3 Project name: On-site troubleshooting

On-site troubleshooting means that your company encounters difficulties when using the equipment or the equipment is in an abnormal state, and seeks technical support and assistance from the company by telephone or fax. After confirming your service request, if the company cannot pass the service item One and service item two solve the technical failure of the equipment. After the two parties determine that on-site troubleshooting is required, the company will send experienced engineers to the site to analyze the cause of the failure, formulate the troubleshooting plan, and finally eliminate the failure.

· After the technical plan is approved by your company, it will be implemented by the technicians of the company, or by the engineers of the company, it will be implemented by the engineers of your company.

· For the communication interruption that may be caused by the on-site troubleshooting solution, the engineers of our company need to remind your company when reviewing the plan.

· After on-site troubleshooting, the engineers of our company must submit a written analysis report of the troubleshooting to your company.

· Maintenance of faults during the on-site troubleshooting process is outside the scope of this service item.

· For different levels of faults, the company promises different time limits for fault resolution. The time limit for fault resolution is shown in Table 4. This time is not restricted by holidays after starting service.

Table 4: Time limit for troubleshooting on-site

Failure level

Time limit

First-level failure

4 hours

Secondary failure

24 hours

Level 3 failure

3 days

Level 4 failure

one week

4.4 Project name: On-site training service and original factory training service

In order to improve the ability of your company's maintenance personnel to troubleshoot and teach them to independently troubleshoot similar to this time, the company arranges for engineers to complete the on-site troubleshooting and restore communication, and to your company for the cause of this failure and the troubleshooting method. Engineers conduct on-site training. The on-site training is mainly carried out during the troubleshooting process. The engineers involved in the construction of our company will give a detailed explanation of the detection, debugging, analysis and maintenance of engineering equipment in accordance with the actual situation, so that the relevant training personnel of the customer can independently maintain the system equipment and solve it independently A goal similar to a failure problem. In addition, we can negotiate with the customer to arrange centralized training for the manufacturer. We will send technicians with rich experience or professional engineers of the manufacturer as instructors to conduct concentrated training for a few days at the place agreed by both parties. Before the start of the training, we will submit an auspicious training plan and obtain customer's approval. Our company will be responsible for arranging training sites, teaching materials, teachers and other matters.

On-site training:

· The training object is equipment maintenance personnel of your company, and the training content is the cause and troubleshooting of this failure.

· On-site training is completed within one day after completing the service project, and the class time is within 2 hours.

Centralized training:

· The training object is equipment maintenance personnel of your company, the training content is comprehensive training, installation and debugging of main equipment, simple troubleshooting, etc.

· The centralized training is completed after each inspection, and the time and place of the two sides communicate and decide. Our company will arrange the training of senior chief engineers and provide 4 people * 5 days to improve the technical ability of the user system administrator.

4.5 Project name: Software upgrade and system software maintenance service on the server

Software upgrade service refers to the amendments, additions and updates made by the equipment manufacturer to the original authorized software. It is a solution to the problems found during the operation of this version. These software will play a role in eliminating the potential hidden dangers in the operation of the original authorized software.

· The entire upgrade service process is carried out by your company's technical staff under the telephone guidance of our company's engineers. If your company's technical personnel cannot be completed independently, our company will negotiate with your company for a time, and our company's engineers will assist your company's technical personnel on site Upgrade

Software upgrades for minicomputers and other maintenance equipment:

· Prepare according to the upgrade plan proposed by the customer and provide suggestions.

· Install a new version of the operating system.

· Debug the system configuration on the new version.

· Test the installed new version.

· Other software upgrade services within the scope of maintenance equipment (software)

Maintenance of system software on server platform

· Our company will assist customers in basic daily maintenance and management of supported software products.

Assist the customer to define the reported problem and guide the relevant technical personnel of the customer to complete the collection of relevant information needed to solve the problem.

· Our company will help customers to analyze and diagnose the root cause of the reported problems.

· For the problems of the software itself, our company will provide customers with relevant correction software free of charge as needed.

· For the problems reported by customers about the supported software products, our company will use standard systems to record and track as needed, and set and update the severity and priority of the problems according to the actual situation.

Our company will conduct basic system testing after the application software is installed.

4.6 Project name: Repair of faulty parts

The repair of faulty parts is the service that our company repairs the faulty parts of your company to restore their normal functions.

· Your company will send the faulty board to the company by post or other methods. After receiving the faulty board, our company will guarantee to repair and send the faulty board within one month.

4.7 Project name: spare parts warranty and technical service

Spare parts warranty and technical service means that after the related equipment of your company fails, our company provides spare parts to restore the normal operation of your company's network. Our company has set up a complete spare parts library in Shanghai, and the customer service department categorizes the archive management by brand models, monitors the inventory status at any time, adjusts and replenishes warehouses in a timely manner, and ensures that customers receive the first response when spare parts are needed. At the same time, designated engineers regularly test the spare parts and spare machines in stock to ensure that all spare parts and spare machines coming out of the warehouse are always in high quality. Through our continuous improvement of the spare parts channel, we can fully guarantee the timeliness of the company's spare parts and the ability to deal with emergencies.

· After the equipment failure to purchase spare parts first, xx your company will formally notify our customer service department in time.

· After receiving the formal notice from your company, the customer service department of our company will respond within the time limit specified by the service level and send out the spare parts in time.

· If the nearest spare parts library does not have the same type of spare parts, our company will provide spare parts based on the principle of the same function and close performance.

· The advanced spare parts service includes the repair service of the faulty equipment.

· If the equipment provided by the company is different from the faulty equipment, the faulty equipment will be replaced with your company after repair.

· Spare parts must be available to your company; the returned spare parts must be intact; if there is artificial damage to the spare parts, additional repair costs will be charged (maintenance costs are calculated based on your company ’s non-guaranteed maintenance charges), and the lost spare parts will be compensated at the original price of the spare parts.

· The company is responsible for replacing the hardware failure of the spare parts provided.

· If there is a hardware system shutdown failure, respond within 10 minutes after receiving the repair call, and rush to the site to provide repair services in the fastest way;

· If there is a non-stop failure of the hardware system, it will respond within half an hour after receiving the repair call, and provide maintenance services to the site according to customer requirements and actual conditions;

· Repair and replacement service: arrive at the site within 4 hours to provide repair and replacement service.

To ensure user satisfaction, before signing the contract, our company will arrange your company's staff to conduct a site visit to our company's spare parts library.

4.8 Project Name: Preventive Maintenance Service-Regular Inspection

Regular inspection refers to the company's arrangement of engineers to conduct on-site inspections of equipment that has been operating online, check the working room environment and system equipment working status, operation status, system parameter settings, system environment and safety backup system, etc., to provide customers with professional It is recommended that the equipment be cleaned and maintained regularly to assist customers to do system backup and safety work. Through inspection, we can discover hidden troubles in time, take active measures to eliminate hidden troubles, reduce the probability of equipment failures, and ensure the normal operation of customer systems. At the same time, actively exchange experience with customers on system use and maintenance, and guide customers to use and maintain the system correctly.

· If problems are discovered during the equipment inspection process, the corresponding faults shall be eliminated according to the company's fault classification standards.

· The inspection service includes three items: equipment software inspection, hardware inspection and environmental inspection.

Software inspection content includes: data integrity inspection, performance index inspection, alarm function inspection, software availability and security inspection, etc .; hardware content includes: clock system inspection, board operation status inspection, terminal system inspection and wiring system inspection, etc. The environmental inspection content includes: ground wire frame inspection, power distribution inspection, computer room temperature and humidity inspection, computer room protection inspection, etc.

· Preventive maintenance services will be provided to customers 6 times a year on a regular basis, the specific maintenance service time is agreed between the service provider and the user.

· Designate dedicated service personnel to maintain the system according to the service plan

· Perform regular inspections on machines, do preventive maintenance, and submit service reports

· To ensure service quality, set up a service team or designate a dedicated engineer to support

4.9 Project name: On-site duty service during key communications

On-site duty during key communications refers to the company's arrangement of engineers on-site to provide on-site services during key communications during your company's key communications to ensure the normal operation and communication of the network during key communications.

· The engineer arranged is an engineer with rich experience and strong technical ability, so as to ensure the normal operation during the key communications and the timely recovery of the fault when the fault occurs.

· Our engineers provide 7 × 24 hours on duty service during key communications.

Xinbo takeoff service commitment and service system

We will implement special service and support methods for this project. details as follows:

The hardware maintenance products of this project all enjoy one-year free (labor, parts) on-site service (software one-year free upgrade service) including all parts, and respond within 10 minutes within working days "to provide security for the operation of user equipment.

During the one-year hardware system maintenance period, if there is a major technical failure during the system operation, our company will ensure that the original manufacturer certified engineer is dispatched to the user site and provide solutions within 2 hours, and the faulty spare parts will be replaced within 4 hours ， Resolve the fault within 6 hours, If not, substitute equipment will be provided.

Professional engineers visit users regularly, quarterly. That is, on-site technical guidance and inspection reports are provided 4 times a year; at the same time, according to user requirements, determine whether to do hardware testing, and provide corresponding test reports. And provide on-site software upgrade, update and other services; the original manufacturer and our company will assign a dedicated experienced support expert for this project, and the expert will not be replaced during all regular inspection services. Engineering support experts comprehensively check the operation of the equipment through the network and other technical means, and submit written reports.

After the one-year hardware maintenance period expires, our company will continue to provide the same service as the system quality guarantee period, but the costs involved will be borne by the buyer. According to the specific situation, according to the lowest standard at that time, the maintenance cost of accessories and the cost of labor travel will be charged.

Provide free technical consulting services (technical service calls) involved in this project.

5.1 Overview

High-quality and perfect after-sales service is one of the necessary conditions to reflect whether the system integration unit is capable of undertaking computer information projects. It also shows whether an integration unit can effectively manage information integration projects, especially integration projects. Due to the importance of after-sales service in the information system integration project, the company has always attached great importance to this. In view of the specific situation of this project, we specifically propose the after-sales service plan we have determined for this project.

5.2 Service process

The after-sales service provided by xx includes telephone support, remote assistance, on-site service, equipment maintenance and replacement, system failure reporting and prevention, software version upgrade and enhancement, later technical training, technical back-up support,

Spare parts etc.

In view of the large number of grassroots units involved in this project, our company will adopt the after-sales service method of telephone support, remote assistance, and on-site service to provide users with the fastest after-sales service. At the same time, our company will send special personnel to conduct regular visits and inspections to each user unit, and make corresponding optimization adjustments according to the user's system status, so that the user's network and system failures can be timely prevented and discovered.

5.6 Telephone support

During the service period, we will set up a special service center for this project to set up a hotline. All technical personnel of the user units of this project are obtained through this hotline

Help services, including troubleshooting, system failure isolation under the guidance of service center technicians, submit system failure reports, until the system failure is resolved, etc. In addition to setting up a telephone, a mobile phone on duty, a fax on duty, an email mailbox, etc. will also be set up for communication and contact during non-working hours.

1) After-sales service hotline

TEL

Service answering time: 24 hours × 7 days

TEL

Service answering time: 8 hours × 5 days

2) Email for after-sales service

Email:

Mail check time: 24 hours × 7 days

In order to ensure that the customer's technical staff get telephone technical support in a timely manner during working hours, we stipulate that the working hours for telephone support are the same as the user's rest time. In other time periods, users can get our support in a timely manner through mobile phones on duty, email mailboxes, etc.

电话支持程序如下：

1) 热线电话的值班工作人员将把每次电话按照下面的《电话支持记录单》的格式记录进计算机内，对于不能马上提供帮助和服务的问题，要在规定的时间内指定工程师负责解决;

2) 被指定的工程师负责在规定的时间内完成电话支持的同时，需要填写《电话支持记录单》的指定内容;

3) 电话支持完成后，不管是否解决问题，工程师都要把《电话支持记录单》交回服务中心经负责人签字后备案;

4) 对于电话方式未能解决问题的情况，由服务中心负责指定专人进行现场服务。

5)存入计算机内的电话记录由服务中心指定专人负责整理与维护，并负责对其进行统计归类，定期向客户的项目经理提交工作报告。对于需要客户项目经理及时了解的事情及时进行汇报。

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