AFTER SALE SERVICES

2025.03.22

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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