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Service & Support

Technical support

Macrosan adheres to the customer-centric, follows the service concept of "application creates value, professional service first", establishes a technical support system covering the whole country, and continuously commits to improving customer satisfaction.


Service Source

Macrosan technical support services, combined with more than 10 years of professional service experience in serving 1000+ enterprises across the country, customer-oriented, relying on intelligent system platform and professional service team, covering SAN, distributed and backup products, to provide customized service solutions for the whole industry, the whole product and the whole life cycle. In the future, Hongshan Technology will continue to provide our customers with more professional and intelligent technical support services.


Maintenance service

Macrosan provides from basic technical maintenance services to active technical maintenance services, customized service solutions for the whole industry, the whole product and the whole life cycle, and is committed to providing customers with more professional and intelligent technical support services.


Service characteristics

Macrosan adheres to the user-centered, pays attention to the professionalism of technical services, is committed to providing users with optimal configuration suggestions, puts forward the service concept of "application creates value, professional service first", and establishes a "professional, timely and efficient" service system.

 

Macrosan has service agencies all over the country. In addition to the company headquarters with a complete technical support platform, in the country to establish a after-sales service center, technical support platform and spare parts system. Through advanced communication technology, the local after-sales service center is connected with the headquarters, and the project information, fault processing information, spare parts inventory, knowledge base and other information is shared, and a complete and comprehensive technical support system is created to improve the response speed of after-sales service.

 

Macrosan spare parts warehouse in major cities throughout the country and three distribution centers in Beijing, Hangzhou and Shenzhen will respond to your spare parts service, so that your faulty parts can be replaced in time to ensure that the fault problem is solved in the shortest time.


Basic maintenance services

Service content

MS2500G2-24A

MS5520G2

MS5580G2

Hotline acceptance7×24

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Remote technical support 7x24

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Software support services

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Spare parts replacement service 7x10xND

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On-site technical support service 7x10xND


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Silver enhanced service

Service content

MS2500G2-24A

MS5520G2

MS5580G2

Hotline acceptance7×24

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Remote technical support 7x24

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Software support services

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Spare parts replacement service 7x24×4H

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On-site technical support service 7x24×4H

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Health examination report

2 times / year

2 times / year

2 times / year

Service support planning and reporting

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Note:

7x10: Monday to Sunday, 8:00-18:00.

7x24: Monday to Sunday, 0:00-24:00.

ND: The spare parts replacement service and on-site technical support service applied after 16:00 every day will be deemed to be submitted on the next natural day.

4H: 4 hours departure/departure.

2H: 2 hours departure/departure.