After-sales Guarantee Scope
Free after-sales support (within the warranty period - Xishida generally provides a 1-year warranty)
1. Repairing quality issues with the delivered product itself: software vulnerabilities, hardware failure replacement, rectification of construction problems
2. Technical support within the project's defined functional scope: operation guidance, troubleshooting, and usage consultation
3.Providing after-sales technical training for the client's staff
Not covered by the free warranty (paid services available):
1.Faults caused by the client's own code modifications, hardware replacements, or configuration adjustments.
2.New features, requirement changes, or version upgrades exceeding the original project scope.
3.Problems caused by force majeure events such as natural disasters, external damage, or third-party service anomalies.
4.Faults caused by the client's personnel's operational errors or human-caused damage.
5. Parts replacement after the warranty period expires (remote guidance is free; replacement parts are charged).
After-Sales Response and Handling Standards
We provide a 24/7/365 after-sales service channel. Emergency hotline: +86 177 2804 7098; After-Sales email: yanfabu@xsdgroup.cn.
Fault classification and handling requirements are as follows:
1. Level 1 (Emergency Fault): Complete project shutdown, core business interruption. Response within 30 minutes, remote intervention within 2 hours, and a solution within 24 hours; if immediate repair is not possible, a temporary solution must be provided.
2. Level 2 (General Fault): Non-core function abnormalities that do not affect core business. Response within 1 hour, remote support within 4 hours, and resolution within 3 business days.
4.Level 3 (Consultation): Usage consultation, operation guidance, and routine configuration adjustments. Response within 2 hours, and a reply or adjustment completed within 1 business day.
Warranty Period Exclusive Service Commitment
1. Regular Remote Video Inspections: During the warranty period, a comprehensive remote inspection will be conducted quarterly/semi-annually (requiring the cooperation of the client's on-site personnel). This will verify hardware status and component lifespan, issue an inspection report, provide optimization suggestions, and proactively identify risks.
2. Free Technical Training: The client can submit a training request as needed. We will arrange engineers to conduct online training within 3 business days to ensure personnel can independently complete daily operations and basic troubleshooting.
After-Sales Quality Guarantee Commitment
1. All repair and replacement parts meet original factory standards; inferior parts will not be used. The warranty period for replacement parts will not be shorter than the remaining warranty period of the original product.
2. We strictly protect the client's data and trade secrets. All engineers have signed confidentiality agreements, and temporary sensitive data will be promptly cleared after the service is completed.
3. If the same root cause fault recurs after three repairs by us, the client has the right to request a free replacement of the entire machine or the redevelopment of the corresponding module. The related hardware costs will be borne by us.
Extended Warranty Service
The standard warranty period can be extended before or after the sale. After the warranty period expires, the client can choose to purchase an extended warranty service. The service content and standards will be implemented in accordance with this plan. The extended warranty duration and cost will be negotiated separately by both parties and a supplementary agreement will be signed.
Xishida is a leading global manufacturer of self-service terminal hardware and a professional OEM/ODM service provider.
Tel: +86 183 1102 1134
E-mail: Kyrie.Eric@xsdgroup.cn