Online technical support

After the customer purchases the product, during the product life cycle and during the service cycle of the product purchased or gifted to the customer, remote technical support services are provided to the customer according to the agreed service level.

During the service period of the purchased or gifted product, in addition to enjoying remote support from professional technicians, customers can also obtain relevant software installation packages, license authorizations, patches, updates, technology preview packages, etc. for the purchased products.

Expert service

• On-site standard expert services:

  Provide basic product system installation and deployment, upgrades, major business period guarantees, and tuning services at the customer's site, performed according to the customer's daily office hours, no more than 8 working hours per day.
• Solution consulting services:

  Provide storage and data-related solutions (disaster recovery, data migration, business solution selection, etc.) consulting and design services at the customer site, deliver implementable implementation plans, and execute them according to the customer's daily office hours, no more than 8 working hours per day.
• On-site senior expert services:

  Cooperate with customer business teams or third-party products at customer sites to provide technical support for storage and data-related solutions (disaster recovery, data migration, business docking, etc.) based on product GA capabilities (customized development is not provided), no more than 8 hours per day in working.
• 5*8 expert on-site service:

  Customer on-site on-site service is only responsible for product deployment, operation and maintenance, and tuning services. It is performed according to the customer's daily office hours and does not exceed 8 working hours per day.。
• Health inspection:

  Conduct comprehensive inspections on the storage cluster environment at the customer site in terms of availability, reliability, capacity, and performance trends to ensure the safe and stable operation of the customer's business, and provide summary reports and optimization suggestions.

Training Services

Instructors follow standard training materials and provide face-to-face knowledge explanations and skills transfer in a formal training experimental environment to assist in practical operations.

The training and certification content covers product operation and maintenance, diagnosis, and optimization, as well as mainstream digital scenario solutions.