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Technical Support Services
We are committed to providing full-lifecycle technical support to our clients, ensuring stable system operations, continuous functional evolution, and maximized data value.
Custom Report Development
We support on-demand generation of exclusive data reports, covering power consumption analysis, device status, and energy trends, aiding in refined management and decision-making.
Metering Device Information Management
We provide full-lifecycle management for metering access devices (meters, concentrators, acquisition terminals), ensuring data accuracy, traceable status, and updatable configurations.
Third-Party System Integration
We offer standardized APIs and customized interface services to achieve seamless integration with SCADA, CRM, ERP, and GIS systems, effectively breaking down data silos.
Training for Customers & Partners
We provide multi-level training courses covering product operation, system configuration, troubleshooting, and data analysis, empowering customer teams to achieve autonomous operation and maintenance.
Infrastructure Monitoring & Maintenance
We perform 7×24 real-time monitoring and regular inspections of databases, storage systems, and network architectures to guarantee underlying system stability and reliability
Technical Support Types
We have built a multi-level, around-the-clock technical support system, ensuring that customers receive timely and professional responses anytime, anywhere.
Remote Support
Provided by our headquarters' technical center, backed by a team of professional experts and engineers. Customers can submit issues directly via email or telephone, and we will respond immediately with solutions.
Online Support
We support real-time communication via Instant Messaging tools (such as Skype) and conduct remote diagnostics and operations using remote control tools (such as Remote Desktop, TeamViewer) to quickly locate and resolve issues.
On-site Support
For complex issues or critical system upgrades, Hexing can dispatch senior engineers to the customer's site to provide technical support. We will formulate the optimal response plan based on the request type and urgency to ensure efficient problem resolution.
Service Level Matrix
| Service Level | Change Description | Business Impact | Notification & Confirmation Requirements |
|---|---|---|---|
| Standard | Minor or repetitive changes considered part of the normal workflow with no effect on the customer's business. | None | No notification required |
| Low | Small changes that have a documented and proven implementation process with little impact to the customer's business. | Minimal | Advise customer in advance; unconfirmed notification is acceptable |
| Medium | Changes that may affect multiple applications and have a broad business impact. | Moderate | Advise customer in advance; customer must confirm notification |
| High | Changes that may affect multiple applications across multiple departments, with a significant impact to the customer's business. | Major | Advise customer in advance; customer must confirm notification |
| Critical (Hours) | Changes that must be performed to correct a faulty prepayment service having some impact on the customer's business, but do not warrant immediate correction. | Significant | Notify customer as soon as possible after change requirement is confirmed; confirmed notification is preferred |
| Emergency (Immediate) | Changes that must be performed immediately to correct a faulty prepayment service having a major impact on the customer's business. | Severe | Notify customer after change implementation; confirmed notification is preferred |
Service Commitment & Value
We understand that a stable and reliable system is the foundation of our customers' business success. Therefore, Hexing is committed not only to providing technical solutions but also to a customer-centric service philosophy.
Service Commitment
Response Speed: We provide 7×24 technical support. Emergency issues are responded to within 30 minutes, with solutions provided within 2 hours.
Issue Closure: All issues are logged and tracked, ensuring the entire process from submission to resolution is traceable and verifiable.
Continuous Improvement: Based on customer feedback and O&M data, we regularly optimize system performance and service processes to continuously enhance customer satisfaction.
Customer Value
Reduced O&M Costs: Through preventive maintenance and remote support, we reduce the frequency of on-site visits and minimize downtime.
Enhanced System Availability: Our 7×24 monitoring and rapid response mechanisms ensure continuous and stable system operation.
Data-Driven Decision Making: Customized reporting and data analysis services help customers mine data value and optimize energy management strategies.
Business Continuity Assurance: Through standardized change management and emergency plans, we minimize the impact of system changes on business operations.
