Technical Support Policy

Ⅰ. Overview

Fanruan Software Co., Ltd. ("FanRuan" or "we" "our")    technical support is committed to providing customers with the best service experience and escorting the successful use of customer's system. The Technical Support Policy ("Support Policy") means that FanRuan provides the Customers with maintenance support services based on FanRuan's software products' technical guidance and product assurance according to the Customer's needs.

This Technical Support Policy sets forth expectations for Technical Support between the Customer and FanRuan’s Technical Support organization,including:

A. Our Service Modules

B. Our Service Channels and Service Type

C. Detailed Description of Various Services

Ⅱ. Service Modules

NO.Modules
1Bronze Service
2Silver Service
3Gold Service

Ⅲ. Service Details

A. Service Channels

Service ChannelsDescription
Technical Forumhttps://community.finereport.com/
Official Websitehttps: //www.finereport.com/en/
Help Dochttps: //help.fanruan.com/finereport-en/
E-mailsupport@fanruan.com

B. Service Type

Service Type Bronze Service Silver Service Gold Service Description
Basic Service Public Service E-mail Consultation 1 Year
24-hour Online Documents 1 Year
Technical Forum 1 Year
Technical Support Ticket 1 Year
Online Support Service Product Usage Problem Response 1 Year
Product BUG and Demand Response 1 Year
Online Remote Technical Support 1 Year
Voice/Hotline Technical Support 1 Year
Training Service Online Regular Product Training 1 Year
Software Update/Upgrade Service Version Upgrade Guide 1 Year
Minor Version Update Package 1 Year
Major Version Help Upgrade 1 Year
VIP Service Specially-assigned Person Support 5×8h     1 Year
Emergency Rescue Services 7×8h     1 Year

Ⅳ. Service Description

A. Basic Service

1. Public Service

(1) 24-hour Online Documents: (https://help.fanruan.com/finereport-en/), (https://help.fanruan.com/finebi-en/) , that is, online help documents, including complete product elementary tutorials, advanced tutorials, updated daily.

(2) Technical Forum: (https://community.finereport.com/), which includes case recommendation, technology scheme sharing, basic training video and so on.

2. Online Support Service

1) Contact Information

(1) Online Chat Consultation: Timely solve product-related problems through official channels. if judgement cannot be solved in a short time, will be communicate with customers in detail about the relevant problems, and continue to track them until help customers solve problems. 9AM to 5: 30PM, Beijing Time, Monday through Friday.

(2) Voice/Hotline Consultation: Timely answers to customer problems through official channels voice/hotline, if judgement cannot be solved in a short time, will be communicate with customers in detail about the relevant problems, and continue to track them until help customers solve problems. 9AM to 5: 30PM, Beijing Time, Monday through Friday.

(3) Online Remote Technical Support: Remotely guide the product-related problems raised by customers and provide remote demonstration services.

(4) E-mail Consultation: E-mail: support@fanruan.com,can timely feedback product-related problems. When receiving feedback from customers during working hours, technical support will contact customers by email or through other channels to help and guide customers to deal with problems; if customers feedback problems during non-working hours, technical support will deal with them as soon as possible on working days. 9AM to 5: 30PM, Beijing Time, Monday through Friday.

(5) Technical Support Ticket: (https://t6ixa9nyl6.jiandaoyun.com/f/5f8d072e9533770006bcde25) feedback product-related problems through tickets. When receiving feedback from customers during working hours, technical support will contact customers by email or through other channels to help and guide customers to deal with problems; if customers feedback problems during non-working hours, technical support will deal with them as soon as possible on working days. 9AM to 5: 30PM, Beijing Time, Monday through Friday.

2) Service Information

(1) Product Usage Problem Response: Respond to the installation, use, design and other product-related matters of FanRuan products consulted by customers and meet service demands.

(2) Product BUG and Demand Response (only for the current maintenance version): Customers can provide feedback through technical support for bugs discovered by customers in the process of FanRuan products, as well as scenarios and functions that FanRuan does not support temporarily. For product BUG, technical support will locate the BUG module for customers, and feedback it to the corresponding department, and inform the customer of the expected repair time. After the repaired version is released, it will help the customer to complete the BUG repair; for demand, technical support will communicate with customers in detail demand scenarios, explore the essential demands of customers, and promote product update and iteration. The current maintenance version refers to the version officially provided by FanRuan to fix bugs, and the official announcement of the suspension of maintenance shall prevail; for example, after November 30, 2019, the maintenance of versions before V10.0.1 will be stopped.

3. Training Service

(1) Online Regular Product Training: Regular free online product training courses, the time and place can be paid to official website of FanRuan (Webinars) for real-time updates.

4. Software Update/Upgrade Service

(1) Version Upgrade Guide: Specifically refers to the product upgrade whose version is within the range of version purchased by customers. Senior technical consultants assess the risk of upgrading, give feasible upgrading plans.

(2) Minor Version Update Package: Customers can get unlimited update reminders for minor versions. Every time a new version is released, customers will be notified by Email or other feasible means. Minor versions are generally updated through jar packages.

(3) Major Version Help Upgrade: Major version upgrades involve issues such as authorization migration and registration information export and can respond to customer requirements. Senior technical consultants assess the risk of upgrading, give feasible upgrading plans, and assist in the completion of upgrading.

B. VIP Service

1. 5×8h Specially-assigned Person Support

Depending on the service level, a 5 x 8-hour specially-assigned person support services can be provided. A senior technical advisor will be appointed to provide technical support service mode with dedicated person in charge and dedicated line access. This will greatly improve the efficiency of communication and problem solving between the two sides, and avoid online chat queuing.

Note: 5*8h--9AM to 6PM, Beijing Time. Monday through Friday.

2. 7×8h Emergency Rescue Services

Depending on the service level, a 7 x 8-hour emergency rescue services can be provided. Engineers with relevant working experience can provide on-site emergency rescue services in case of major failure of FanRuan software related applications. Major faults refer to all kinds of emergency faults that cause the system to fail to function properly.

For problems that seriously affect business, technical support engineers guarantee that the system will be restored to normal operation within 4 hours and solving them in a short time.

Note: 7*8h--9AM to 6PM, Beijing Time.

Within 4 hours--The time from the technical support engineer taking over the problem to restoring the normal operation of the system is less than 4 hours.

*The final interpretation right of the above service content belongs to Fanruan Software Co., Ltd.

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