After-Sales Service

After-Sales Service Introduction

AILINK has established and implemented an after-sales service management system in accordance with ISO9001 international standards. Based on comprehensive operation and maintenance service protocols and processes, and supported by an advanced management platform and a high-quality after-sales support team, AILINK has developed an effective after-sales service system. AILINK's technical engineers will collaborate with your team to ensure high network reliability.

The AILINK Service System

Service Network

AILINK has established spare parts centers at its headquarters and branches in Beijing, Shenzhen, and Wuxi, providing prompt and comprehensive spare parts replacement and on-site technical support for nearby regions. Additionally, AILINK has set up a global repair center in Shenzhen, following stringent repair process standards to offer fault repair services to customers worldwide.

Professional Technical Support Team

AILINK has established three technical teams—frontline engineers, second-line experts, and R&D—to handle daily issue resolution, problem escalation, and emergency recovery of unexpected faults.

Self-Developed Platform Tools

AILINK has developed a unified, integrated, open, and scalable cloud-based smart operations platform to comprehensively collect, promptly address, and effectively analyze various operational events, enabling intelligent and efficient proactive maintenance services.

Maintenance Service Content

Remote Technical Service

Our remote technical service includes four methods: telephone hotline, remote technical consultation, remote access support, and remote troubleshooting. These services cover technical consultancy, network maintenance guidance, debugging support.

On-Site Support Service

Clients can reach out to AILINK for on-site support via phone, WeChat official accounts, or email. If on-site support is deemed necessary, AILINK will dispatch experienced engineers to provide assistance, training, and additional service.

Network Checking Service

Network health checks involve dispatching engineers to inspect the operating system and equipment, promptly identifying potential issues to reduce the likelihood of equipment failure and ensure stable operation.

Software Update Service

AILINK provides validated and enhanced system update packages for network devices. Experienced engineers will be dispatched to implement these updates safely and securely.

Spare Parts Support Service

AILINK offers emergency spare parts support service to ensure timely and effective fault resolution.

Technical Trainning

AILINK provides professional engineers for online or on-site training, ensuring that operation and maintenance personnel have a comprehensive understanding of AILINK products’ features, functions, and usage.

Remote Technical Service

On-Site Support Service

Network Checking Service

Software Update Service

Spare Parts Support Service

Technical Trainning

Services

Remote Technical Service

Basic maintenance and after-sales service are provided to customers who purchase AILINK products during the warranty period. This service includes product consultation, remote technical support, emergency fault recovery, spare parts replacement, defective parts repair, and maintenance software upgrade support. AILINK engineers collaborate with customer maintenance personnel to resolve hardware and software issues, ensuring the stable operation of customer business.

Proactive Maintenance Management Service

Proactive operation and maintenance management service is provided by AILINK for clients proactively, including proactive alarm, proactive network health check, network optimization, service management, and service assurance. AILINK provides the following two methods or customized service solutions.

Mode one
Cloud Platform Unified Active Operation and Maintenance Service
The platform offers real-time monitoring and recording services. Engineers perform proactive operation and maintenance by connecting the client’s network to the AILINK Oncloud Intelligent Operation and Maintenance Platform (or the customer's private deployment).
Mode two
On-Site Service
On-site operation and maintenance offer direct and specialized services. These include on-site technical support, real-time network monitoring, technical consultations, support for network changes, network optimization assistance, and OT network support.

Service Commitment

AILINK provides a 7X24 hour response and provides the corresponding after-sales maintenance service according to the fault level and follow the process standards until the problem is resolved.

During the warranty period, the products and systems delivered byAILINK are repaired and replaced for free.

After the warranty period, if the equipment fails, our company provides repair or replacement service, the cost is subject to the actual cost.

After the expiration of the warranty, if customers require AILINK to continue to provide after-sales operation and maintenance services, you can sign a technical support service agreement, and AILINK will continue to provide after-sales service suppo