Suninfo is dedicated to providing comprehensive services beyond traditional technical support and ensuring that customers receive assistance and support for all technical issues throughout the project's lifecycle.

Suninfo offers a wide range of after-sales technical consulting, support and maintenance services. The service forms are flexible and can be customized according to the specific needs of customers. The specific service offerings are as follows：

7*24 Hotline and Email Support Service

This service provides unlimited phone or email support to customers at any time. It helps security administrators to quickly and effectively resolve issues. This service is suitable for customers with high service level requirements, ensuring that they receive professional support from Suninfo. The company is committed to responding to user requests within 4 hours and providing solutions via phone or email in the shortest possible time. Customers purchase this service will have high priority and support from Suninfo ‘s experienced technical engineers, a comprehensive service tracking database, an efficient upgrade center, and fully-equipped security laboratories to ensure prompt and satisfactory responses to customers' technical requests.

7*24 On-site Service

Customers can choose to purchase on-site maintenance services based on their needs. When security products encounter failures, Suninfo Service Center can dispatch engineers to the customer's location to troubleshoot the issues. When requesting on-site technical support, customers need to provide detailed fault descriptions to assist Suninfo's technical staff in analyzing the root causes. The service center will assign tasks based on the severity of the faults.

Fault Response Time Guideline：

Level 1 Fault: Suninfo will respond within 2 working hours. If the issue cannot be resolved online within 4 working hours, the service center will assign an engineer to arrive at the customer's location on the second working day, ensuring arrival within 24 hours. Level 2 Fault: Suninfo will respond within 4 working hours. If the issue cannot be resolved online within 8 working hours, an engineer will be dispatched to the customer's location within 3 working days. Level 3 Fault: Suninfo Center will respond within 8 working hours. If the issue cannot be resolved online within 24 working hours, an engineer will be dispatched to the customer's location within 5 working days. Level 4 Fault: Suninfo will respond within 8 working hours. If the issue cannot be resolved online within 48 working hours, an engineer will be dispatched to the customer's location within 7 working days.

5*8 On-site Support Service

Customers can choose to purchase on-site maintenance services based on their needs, such as limited network administrator resources. When security products encounter failures, Suninfo can dispatch professional security engineers to the customer's location to troubleshoot the issues. Note: This service is limited to problems caused by improper product configuration, and does not cover vulnerability patching recommended by product reports or network attacks. If such services are required, Suninfo will arrange for professional security consulting service engineers to assist.

The responsible engineer appointed by the Suninfo provides timely and accurate answers to users' questions. When users request on-site services, they must provide the following information: Establish and improve information security strategies and architecture, and construct a blueprint to guide future information security construction. Improve the level of information security assurance and control capabilities, comply with international and domestic information security standards and regulatory requirements, and support and ensure the safe and stable operation of information systems and businesses. Customers can choose to purchase on-site maintenance services based on their actual situation, such as limited security administrator resources. When safety products are found to malfunction, Suninfo can send professional security engineers to the site to troubleshoot the customer. Note: The service content is limited to issues caused by improper configuration of the product itself. When users request on-site technical support, they need to provide detailed fault descriptions to assist Suninfo personnel in analyzing the cause of the fault. After receiving a service request, Suninfo assigns tasks based on the level of the fault.        

On-site Installation Service

Suninfo will perform on-site installation and debugging of purchased security products to ensure their normal operation within the customer's network environment.

On-site Training Service

Customers who have purchased on-site installation services can also choose to purchase this training service. Suninfo will provide on-site training on product functionalities, installation requirements, installation steps, precautions, product upgrades, and routine maintenance. Customers need to provide training facilities (e.g. projectors) and lab environments, while Suninfo will provide trainers, training materials, and high-quality training content.

Regular Inspection Service

Based on customer requirements and contractual obligations, Suninfo will arrange regular inspections by engineers to thoroughly examine system operations, prevent failures, and provide detailed inspection reports for customers.