Support intake
Report the device ID, site, symptom and contact person.
SERVICE
Service starts
after the device is delivered.
Support scope, response, warranty, spare parts and escalation are defined by the contract and service terms.
SERVICE BOUNDARY
Support starts after delivery
Support scope, response, warranty, spare parts and escalation are defined by the contract and service terms.
- Support intake, remote diagnosis and on-site support
- Warranty and spare parts follow the contract
- Service scope and response are agreed in writing
- Report the device ID and site for faster routing
Updated: 2026-10-27
Remote diagnosis
The support team checks logs and configuration before arranging an on-site visit.
On-site support
When remote diagnosis is not enough, a service visit is arranged under the service agreement.
Warranty and spare parts
Warranty, spare parts and relocation follow the contract.
Review
Recurring issues are reviewed with operations and product teams.
What should I include in a support request?
Device ID, site, symptom, when it started, and a contact person. Photos or logs help if available.
Is support 24/7?
Support channels and response times are defined in the service agreement; please refer to the signed contract.
What does the warranty cover and for how long?
The warranty period and scope follow the contract. The whole machine, core parts, wear parts and consumables are agreed separately.
What if the device jams or fails during an urgent sealing task?
Use the emergency sealing process: dual authorization, controlled opening with a record, and backfill after recovery. Complete the electronic record when the device is back in service.
Will records be lost during a network outage?
Verification, comparison, sealing and archiving can run locally; records synchronize with a timestamp when connectivity returns. The offline period depends on the device configuration and deployment plan.
How are spare parts and consumables supplied?
Common spare parts and consumables are supplied under the service agreement; models, prices and lead times follow the contract.
Can the device be relocated?
Relocation should be planned with Chengzhang to check power, network, seal custody and configuration. Additional devices or seal changes require a new deployment and authorization review.