Luccitech Follow-up Maintenance and Assurance Instructions (Global Service)

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Services Overview

Luccitech Premium service is a service product designed to ensure the stable operation of customer systems. Provide users with technical support, including hotline support, online services, application guidance, demand feedback, environment deployment support, etc., to meet users' application operation needs.

Service Content

advanced services is as follows:

ServicesProject		premiumServices
Technical Support	7*24Hotlinesupport	& radic;
	Online Services	1workDayResponse
	Patch Update	& radic;
	Version Upgrade	& radic;
Business Operationand maintenance	Environment Deployment	& radic;
education andTraining	CommunityInteraction	& radic;
	Technical Documentation	& radic;
	Online Classroom	& radic;
Customer Success	Service Report	provided1ServicesRepurchasertperyear
Customer Success	Full-time Technical Manager	& radic;

Service Description

1, 7*24 hotline support provides customers with answers to common questions and application suggestions encountered in daily applications through the hotline.

(1) How to obtain

users can be obtained by calling the service hotline 400-014-9467.

(2) Service Time The service is provided according to Beijing time, and the service time is 7*24 hours, that is, 0:00 24:00 from Monday to Sunday.

(3) Science and technology insurance services are provided at 7*24 hours Beijing time, and commercial insurance provides corresponding service guarantee compensation and standby guarantee.

2. Online service means that users can submit service tickets and timely feedback to Luccitech software application problems, software failures, functional requirements, suggestions, etc. in the process of software use. The Luccitech attendant will respond based on the type of feedback and the description of the ticket. (1) Feedback channels

Luccitech service hotline: 400-014-9467,business@Luccitech.com

(2) Delivery standard

Online Service-The problem feedback channel is open 24/7, and users can submit feedback to: business@Luccitech.com at any time. The Luccitech will accept and reply to the feedback based on the fault level, service type and priority of the user feedback. The bill of lading feedback personnel will be notified of the progress of the bill of lading processing through email and other channels.

(3) Response criteria

3, patch update

Standard patch updates mean that customers can obtain product-related software fixes, function improvement patches, product feature packs, etc. (only software patches are provided, excluding update services). How to obtain: Users can obtain the latest patch application from the Luccitech through the business@Luccitech.com, pay attention to Luccitech and reply to relevant links, and update patches as planned.

4. Version Upgrade

version upgrade means that the customer can obtain the available version of the same product during the service life cycle (software license only, not upgrade service). How to obtain: Users can obtain the latest version of the Luccitech upgrade package through the Luccitech service email: business@Luccitech.com, and perform product updates and upgrade licenses as planned.

5. Business Operation and Maintenance

business operation and maintenance refers to providing environment deployment and daily operation and maintenance support for customers, and providing deployment and debugging guidance and operation and maintenance support for customers who have purchased relevant product packages.

6. Environment deployment

provides standard solution deployment support and guidance and day-to-day O & M support for the first formal and test environments of Luccitech systems.

7, Education and Training

User Growth Support is a service-based knowledge and learning growth system that provides customers with Luccitech community support channels, technical documentation and online courses to master all service-related content.

8. Technical Documents

Luccitech officially released a complete and systematic product operation manual, application cases and FAQs. Users can quickly learn about products by studying standard product technical documentation.

9, Online Courses

users learn Luccitech video courses online, including product introduction, operation methods, application skills, etc. The Luccitech officially released a complete system of product courses, including training videos, training documents, product practice courseware, etc., which can be learned according to business areas.

10. Service Reporting

(I) service report content The composition of the service report mainly includes but is not limited to: the basic situation of the customer's purchase and use of the system, the data statistics and records of the user hotline, online customer service, bill of lading feedback, etc. (2) Obtaining a Service Report The system administrator of the client may receive a service report email from the Luccitech. After the service report is generated, the system administrator will notify the system administrator in time through SMS, cloud home SMS, email notification, etc. (3) The scope and frequency of service reports Provide service reports at least annually.

11. The full-time technical manager is a full-time support staff designated for Luccitech service customers. He is responsible for coordinating multiple resources at various stages of the customer lifecycle to help customers better use the system and help them succeed. The main responsibilities of the full-time technical manager include:

(1) Follow up and solve the problem feedback and suggestions submitted by users in a timely manner;

(2) Proactively identify, solve and prevent problems based on service reports and data analysis;

(3) provide immediate response and treatment to urgent problems or malfunctions;

(4) Organize and coordinate expert resources, analyze and solve difficult problems in system application;

(5) Organize and coordinate expert resources to provide consulting or solutions for customers with higher management application requirements or individual needs;

(6) Organize training and learning guidance for customer system users; provide analysis and suggestions on the use of customer resources and application deployment.

12, localized operation and maintenance service system Luccitech technology to provide global service system. The Luccitech has rapidly covered Shenzhen, Shanghai, Beijing, Guangzhou, Chengdu, Nanjing, Suzhou, Nanchang, Hong Kong, Macau and overseas. It has mentored and trained hundreds of professional engineers, has more than a thousand channels, covers the world, and provides operations and maintenance services in Africa. Currently, there are eight service points in Africa.

South Africa

Westcon Building