AFTER SALE SERVICES

Created on 03.22

Technical Support & Maintenance

  1. What technical support do you provide after purchase?
Our 24/7 global technical team offers remote diagnostics, firmware updates, and live troubleshooting via email/chat. All PON devices include a dedicated engineering contact for urgent issues.
  1. How often should passive optical components be maintained?
We recommend bi-annual preventive maintenance for splitters/WDM modules. Registered clients receive automated inspection reminders with prioritized scheduling.
  1. Can I request on-site installation support?
Yes, certified engineers provide installation validation and OTDR testing within 5 business days for bulk orders (min. 100 nodes). Regional service hubs cover 35+ countries.

Warranty & Repairs

  1. What’s covered under your warranty policy?
All passive components (connectors, adapters, fiber jumpers) have a 5-year warranty against manufacturing defects. Accelerated replacement with pre-shipped spares applies to enterprise clients.
  1. How do I process a warranty claim?
Submit failure reports with timestamped OTDR traces via our portal. 90% of claims are approved within 4hrs, with cross-shipped replacements dispatched same-day.
  1. Do you repair out-of-warranty products?
Yes. We offer flat-rate repair services (40% below market average) for EOL components, including ceramic ferrule re-polishing and insertion loss recalibration.

Training & Upgrades

  1. Is product training included for new customers?
Free access to our "PON Masterclass" e-learning platform (12 modules) is provided, with optional onsite certification programs for ODN network optimization.
  1. How are firmware upgrades handled?
Security/performance patches are pushed automatically to registered devices. Version compatibility pre-checks eliminate downtime risks.

Customization & Scalability

  1. Can service agreements be customized?
Enterprise-tier clients receive tailored SLAs with guaranteed 2hr response windows, extended warranty up to 10 years, and reserved spare inventory allocations.
  1. Do you support legacy system integrations?
Our retrofit kits enable backward compatibility for GPON/XG-PON hybrid networks. Full migration consulting is available with ROI analysis reports.

Customer Engagement

  1. How do you collect post-service feedback?
Post-resolution surveys (NPS-driven) are sent within 24hrs. Verified reviews earn loyalty points redeemable for next-gen product discounts.
  1. Are there loyalty incentives for repeat clients?
Gold/Platinum members receive annual preventive maintenance credits, exclusive R&D previews, and priority access to our global technical webinars.

Compliance & Sustainability

  1. What’s your defective product disposal process?
We provide pre-paid recycling kits meeting WEEE/RoHS standards. 98% of returned materials are upcycled into new fiber assemblies via zero-landfill protocols.
  1. How are service updates communicated during supply chain disruptions?
Proactive advisory emails are sent via ERP-integrated systems, with alternative sourcing recommendations and dynamic lead time dashboards.

Long-Term Partnerships

  1. Can we co-develop customized after-sales workflows?
Absolutely. Our Joint Service Innovation Program uses AI-driven analytics to optimize your OPEX, with co-branded customer portals and shared KPI tracking
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