CN
EN
Core services
Product usage and configuration consultation
We provide consulting services for products such as industrial hyper integration, industrial cloud desktop, industrial fiber optic seat, alarm visualization intelligent operation and maintenance system, including functional interpretation, deployment configuration support, and localization adaptation. Provide detailed technical documentation and operation manuals to assist users in completing personalized configurations in industrial scenarios and adapting to business needs.
Troubleshooting and rapid repair
Quickly locate and resolve software and hardware failures during product operation through remote assistance, on-site support, and other methods. Based on the rich industrial field experience of engineers, we can accurately handle industry-specific issues such as system compatibility conflicts and data transmission delays, provide original spare parts replacement, and restore production business in a shorter time.
System performance optimization
Combining the characteristics of industrial production load fluctuations, we provide users with services such as resource scheduling optimization, storage performance optimization, and network link redundancy configuration. Optimize system parameters and transmission protocols for scenarios with high real-time requirements such as metallurgy, power, mining, and non-ferrous metals to improve the operational efficiency and stability of products in industrial environments.
Security reinforcement and compliance support
Assist users in completing product security reinforcement. Provide configuration guidance for industrial data backup, permission control, and operation log auditing to meet the safety production compliance requirements of multiple industries and ensure the security of industrial control data and systems.
Requirement collection and version iteration
Deeply listen to the personalized needs of industrial users, accurately convey functional optimization suggestions and scenario expansion requirements to the R&D team, and iteratively implement them in subsequent versions to continuously adapt to the dynamic needs of industrial digital transformation.
Service response process
L1
Original factory frontline support (7 × 24h)
Quickly respond to product inquiries, simple troubleshooting, document provision, and other needs, and provide instant answers through remote means such as phone, WeChat, and email. Engineers have the ability to handle basic problems on industrial sites and can quickly locate common operational pain points.
L2
Senior technical support from the original factory
Undertake the complex fault analysis, system configuration optimization, localization adaptation and debugging requirements for L1 upgrade, and develop solutions based on the characteristics of industrial scenarios. Based on the experience of demonstration projects in over 200 centralized control centers nationwide, we provide targeted solutions for problem resolution.
L3
Original factory expert team support
In response to major issues such as core business interruptions and deep system failures, a special team led by R&D core experts will be established to provide remote or on-site support. Based on the underlying technical logic of the product and the actual industrial site, conduct root cause analysis and thorough repair, and synchronously output a problem review report.
Definition of problem urgency
P1 Emergency (High)
The system is operational, but its core functions are affected, such as data backup failures and delayed alarm responses, which may pose production risks.
P2 Medium
The system is running normally, but some non core functions are abnormal, such as auxiliary statistical function failures, interface display abnormalities, etc., which have no direct impact on industrial production.
P3 Mild (Low)
No system failures, only need to consult product documentation, operating procedures, configuration changes and other related issues, without affecting the development of production business.
Quickly contact us
National Service Hotline (7x24h)
400-680-1988
Headquarters Phone Number
0755-22671969
Hunan Operations Center Telephone
0731-85816931
Official email
Postmaster@juchenim.com
Service network
Covering seven major regions including Northeast, North, Northwest, Southwest, South, East, and Central China, providing nearby rapid response and on-site support.