Service purposes：
Customer first, customer satisfaction is the only measure of all our work.
Perfect service system:
Establish a sound service network to provide users with professional and standardized services;
Provide users with comprehensive problem-solving measures to provide users with a full range of services.
Specific service commitments:
Hardware Services
Quality assurance: MIXEL undertakes certain quality assurance for the equipment it sells to protect the rights and interests of customers from loss. Under the warranty conditions listed in the manufacturer's user manual or product specification, if the equipment fails within the warranty period, MIXEL will provide warranty services for its equipment.
Warranty period: 12 months after the delivery or 18 months after the goods arrive at the site, whichever comes first.
Warranty service
During the warranty period, the equipment damaged not due to Party A can be provided with free maintenance service (including spare parts).
1. Service hours: Monday to Sunday, 8:00-18:00, including public holidays and legal holidays.
2. Response time:
In case of emergency, the telephone response time is 2 hours; in case of non-emergency, the telephone response time is 4 hours.
General principle: respond within 12 hours after receiving the work order, provide solutions within 24 hours, and solve the problem within 48 hours (if necessary, reach the site).
3. Telephone service: when customers have problems when using the equipment, they can solve them through telephone consultation.
4. On-site service: when the problem can't be solved by phone, we will provide the repair service standard for the equipment within the warranty period: if the parts need to be replaced, the inventory parts will be repaired within 10 working days, and the non-inventory parts will be repaired within the shortest possible time. During the repair period, we will provide spare machines of the same brand and model.
Warranty scope
The warranty service does not include or apply to the following cases:
1. Faults caused by improper use or maintenance.
2. Failure caused by modification or repair without the consent of the company.
3. Failure caused by the customer's failure to operate in accordance with the use environment or conditions specified by the manufacturer (such as unstable power supply and excessively high room temperature).
4. The manufacturer shall specify the components, vulnerable parts and consumables that are not guaranteed in the user manual or product manual.
5. Calibration and preventive maintenance.
6. Natural or man-made disasters.
7. Faults caused by using peripheral equipment not supplied by the original manufacturer or MIXEL.
8. Import duties of replacement parts or various taxes related to warranty services.
9. Property loss or personal injury or death during the use of the equipment or equipment failure.
Installation services
Unless otherwise specified in the sale and purchase agreement, normally MIXEL only provides one installation and commissioning.
The installation and commissioning shall be provided by the seller of the equipment. In most cases, it is MIXEL or its authorized dealer.
Requirements for installation site
Before installing the equipment, the user must provide the following conditions or confirm that all installation conditions are met:
1. There should be stable and good power supply without interference.
2. Power switches or sockets shall be set within two meters of the installed equipment.
3. At the location of the equipment, various supply sources (such as water, steam, compressed air, sluice and other gases) that meet the requirements of operating the equipment shall be provided
4. Provide operating conditions and environment as shown in the product manual or relevant documents of MIXEL.
If the user requests MIXEL to provide the above conditions, this additional service needs to be charged separately.
Service beyond warranty period
The maintenance service outside the warranty period can be charged by time or in the form of maintenance contract. The per use fee is determined based on the actual labor consumption and miscellaneous consumption.
Other services
(1) Function instruction, operation instruction and maintenance manual, common troubleshooting methods;
(2) Free maintenance within one year of equipment operation;
(3) Equipment installation and training;
(4) On-site technical support;
(5) Provide secondary transformation of equipment within user requirements;
(6) Precautions for on-site installation and training;
(7) Telephone hotline questions and answers, immediately respond to help calls, and reply within one working day at the latest;
(8) Establish files, make written records of system maintenance, conduct a comprehensive inspection and maintenance ten days before the expiration of the contract and issue a written maintenance report;
(9) Conduct regular return visits every three years to check the equipment operation and prevent potential failures.
Phased service content commitment
(1) Free service during the agreement period
Technical support services: General technical support services, such as telephone, fax, e-mail, and guidance operations of mixer;
(2) Basic service period
The service content within the basic service period includes: the first on-site installation and commissioning, technical consultation, technical support, system software upgrade service;
Time of basic service period: within the agreement period;
After the basic service period: both parties shall separately discuss the later service matters according to the application needs, including customized services, function increase, etc., and the later service fees shall be separately agreed according to the actual situation;
Technical support method:
Telephone service: when the user encounters problems that can be explained or eliminated by telephone, the after-sales engineer will provide technical support to the user in this way.
Remote support: provide remote (video) technical support to users for problems that cannot be solved by telephone guidance.
On-site service: take the form of on-site technical support, and send engineers to the site to solve problems.