International Technical Service and Support

Service System

Technical Assistance Center

The Technical Assistance Center (hereinafter referred to as "TAC"), set up at the headquarters of USA EIETEC LLC (hereinafter referred to as "EIETEC") in USA, devotes to provide professional and efficient technical support to EIETEC customers or partners all over the world. With the spread of EIETEC products (hereinafter referred to as the "Product" or "Products"), over 4 offices have been set up in the globe at present.

EIETEC Test Center

Based on the major product lines of EIETEC, its test center is divided into four parts: Switch Test Department, Router Test Department, Wireless Test Department and PON Test Department. With improvement of its test methodology and testing hardware, EIETEC Test Center now is capable of stimulating application scenarios for any EIETEC product.

EIETEC R&D Center

EIETEC R&D Center has developed into 5 branches: Switch R&D Department, Router R&D Department, Wireless R&D Department, Cables and PON R&D Department. For over 15 years, EIETEC experience is always the backbone in EIETEC's growth. Its constant innovation and professional attainment earns EIETEC a name in the communication industry.

Services

After-sales service system, in terms of what they serve, is consist of five parts: remote support, on-site support, software upgrade, maintenance and trainings

EIETEC grades failures of its Products into four levels.

1. Fault Level - The Product(s) cannot work, causing performance of the end user is severely affected.
2. Fault Level - The Product(s) is greatly impaired, causing performance of the end user's work is greatly affected.
3. Fault Level - The Product(s) is partly impaired, but most of the end user's work is normal.
4. Failure Level - The Product(s) can perform well, but its users need guidance with installation, configuration or function of the Product(s).

Remote Support

Remote Support makes it possible to timely and positively responds to the request of EIETEC customers or partners. EIETEC offers three major options for remote support.

After-sales Hotline

EIETEC After-sales Hotline mainly provides information relating to general operation of the Product as well as troubleshooting. The Hotline service works from 9:00 to 17:00,. If the desired specialist is not available, e.g. because of no personnel during the night shift or weekends or national holidays, then we’ll return your call as soon as possible.
This After-sales Hotline is open to EIETEC customers or partners a lifelong time.

Online Support

The Online Support of our TAC is always manned by qualified specialists from 9:00 to 22:00 every day. 
EIETEC online support is mainly for analyzing error sources and suggesting steps for solving them.
This On-line Service is open to EIETEC customers or partners within the warranty period.
Our TAC Email:TAC@EIETEC.com

Remote Debugging Service

In order to save time of troubleshooting and reduce cost of long-distance communication, EIETEC offers remote debugging service. Remote diagnosis is apparently superior to that of on-site, because it saves the time of technicians commuting to-and-from on-site.
This Remote Debugging Service is open to EIETEC customers or partners within the warranty period.

On-site Support

If an error of the Product cannot be directly removed by our Online Support and Remote Debugging Service, then our technicians or R&D engineers will be summoned into action. After learning more about your problems on-site, we will work alongside your teams to overcome your problems and help you get the results you are looking for.
The On-Site Support focuses on assisting with product use, on-site debugging, troubleshooting issues and other requests. Maintenance of the impaired parts or the defective component does not included in.
This On-Site Support is open to EIETEC customers or partners within the warranty period.

Software Upgrade

EIETEC offers free software upgrade service to its customers or partners if the product(s) provided by EIETEC cannot work arising from inappropriate software version.
EIETEC customers or partners can contact TAC directly or After-sales Hot-line to get the latest software version.
This Software Upgrade service is open to EIETEC customers or partners a lifelong time.