Technical Support & Maintenance Services — Full-Lifecycle System Stability Guarantee

Core Service Types

4 Core Service Directions for Maintenance

• 👉Emergency Fault Support：• Scope：Software bug fixes, system crash recovery, data loss retrieval, hardware troubleshooting (servers/network devices), cloud platform issue resolution (Alibaba Cloud/Tencent Cloud/AWS)• Response Time：24/7 online support (10-minute initial response), emergency on-site service (2-hour arrival for local clients, 4-hour remote priority for non-local)• Case：Resolved "e-commerce APP payment system fault" for a retail client—15-minute remote diagnosis, 30-minute fix, avoiding over 500k RMB in order losses
• 👉Regular Inspection & Maintenance：• Content： - Software：Code vulnerability scanning, performance bottleneck detection, data backup & recovery testing (weekly incremental backup, monthly full backup) - Hardware/Cloud：Server load monitoring, network bandwidth testing, cloud resource optimization (avoid waste) - Report：Monthly "System Operation Report" with fault records, optimization suggestions, risk warnings• Case：Monthly ERP inspection for a manufacturing client—identified database bottleneck in advance, 40% faster system response after optimization, zero downtime
• 👉System Upgrade & Migration：• Scope：Legacy system version upgrades (e.g., PHP5 to PHP8), cross-platform migration (e.g., on-premise to cloud), new feature additions (e.g., "customer tag management" for CRM)• Guarantee：Full data backup before upgrade/migration, rollback plan available, business downtime < 1 hour• Case：Migrated "on-premise EMR system" to cloud for a healthcare client—zero data loss, 30-minute downtime, compliant with data security laws
• 👉Dedicated Maintenance Team：• Content：Dedicated team ("1 manager + 2 engineers") for medium/large enterprises—familiar with system architecture & business logic, no repeated communication• Format：Monthly offline meetings, real-time online group, customized maintenance plans (e.g., peak-hour scaling, holiday focus monitoring)

Core Service Advantages

5 Guarantees for Maintenance Pain Points

• Fast Response：24/7 online support + fault classification (P1 resolved in 1 hour, P2 in 4 hours)—faster than industry average;②
• Full Scope：Covers "software+hardware+cloud"—no need for multi-vendor coordination, one-stop technical solution;③
• Proactive Prevention：Regular inspections, vulnerability scanning, performance optimization—80% lower fault rate, avoiding post-fault losses;④
• Controllable Cost："On-demand payment" (single fault) & "annual package" (30% discount for annual clients)—avoids high costs of full-time maintenance teams;⑤
• Data Security：All operations tracked, "off-site multi-copy" data backup—compliant with Data Security Law & Personal Information Protection Law

Service Process

4-Step Standardized Process

Issue Submission (online ticket/support contact) → Fault Classification (P1-P4) → Fast Resolution (remote/on-site/team collaboration) → Review & Optimization (fault library recording, avoid recurrence)

Client Success Stories

Industry Maintenance Cases

• 👉 Retail: Omnichannel sales system maintenance for a supermarket chain—99.95% annual stability rate, peak-hour pre-scaling, zero lag, 25% YoY sales growth;
• 👉 Manufacturing: MES system maintenance for an auto parts client—monthly inspection found equipment connection vulnerability, pre-fix avoided 1M RMB in production downtime losses;
• 👉 Healthcare: Smart outpatient system maintenance for a hospital—24/7 support, average fault resolution time 18 minutes, 60% lower patient complaints;
• 👉 Internet: Cloud platform maintenance for an APP developer—real-time user fluctuation monitoring, auto-scaling during peaks, 98% user satisfaction