Technical Support

Online Technical Support

All SU-TON end-customers are entitled to Web support and SU-TON technical support during the service period. In the event of a product failure, the customer can directly access the SU-TON website service area via the Internet to search for specialised product services or to notify SU-TON to come to the customer's home to provide a technician and the required parts. The on-site support service will be provided in the country or region where the customer requests the service and is limited to the countries and regions that are capable of providing the products and parts purchased by the customer.

Please refer to the quotation for the specific service period, after which the online support service needs to be determined in accordance with SU-TON's Terms of Service, and SU-TON will notify the customer in the first instance if there is a need for a separate fee. Notwithstanding the service life, SU-TON consumables and accessories such as wearing parts, batteries and others are subject to specific support services.

Service description: SU-TONComprehensive online support, including e-mail support, is available on its technical support website (www.xiaoxianmi.cn). Most support questions can be answered through SU-TON's online problem diagnostic platform and information resources.

Example:

(1) Like SU-TON technicians, visit SU-TON technical articles for extensive references such as problem diagnosis methods, troubleshooting information, and frequently asked questions (FAQ).

2) Get information about your business transactions and maintenance of purchased products by typing in your customer number.

3) Gain knowledge of equipment care and maintenance and get notifications of knowledge updates.

4) View product use, maintenance, care and repair manuals online.

5) Join discussion groups to communicate with other customers and SU-TON professional technicians.

Telephone technical support

SU-TON offers a range of services to meet the needs of its customers. SU-TON's telephone technical support service is designed to deal quickly and correctly with partners' problems at the first time, providing overtime remote telephone technical support during normal working hours and outside normal working hours.

Overview of services:The following ("Service Description") details the remote services included in the SU-TON Telephone Technical Support Service. This support service plan allows you to obtain SU-TON technical support services by telephone within the time periods specified in this Service Description. Call the technical support number indicated on SU-TON quotation orders and other media to obtain technical support services.

The above technical support number service for mainland China, Hong Kong, Macao, Taiwan and other areas of service see other regional service description.

Enhanced Telephone Technical Support Service offers: SU-TON Remote Telephone Technical Support.

Country and area	Telephone technical support hours
Mainland China, Hong Kong, Macao and Taiwan	Monday-Friday 8:30am-5:30pm
	Saturdays 8.30am-5.30pm
Other areas	See SU-TON other regional service descriptions

*Time of service based on Eastern Standard Time (EST)

On-site technical support

On-site service provides service and support for customers' SU-TON products outside of the region of purchase.SU-TON provides this service only in mainland China. When a customer encounters a problem outside of his/her country or region, he/she can request global service in any country or region that supports his/her product. Service details and parts availability may vary from country to country. Customers should be aware that the response time for on-site service may vary from location to location due to distance and traffic conditions.

Customers can access technical support in three ways:

1) Customers can call the call centre in their current area.

2) The customer may call the customer service representative or technical support representative listed on the quotation.

3) If repairs are required, SU-TON technicians will arrange for service through SU-TON staff at the customer's location.SU-TON does not exclude that on-site service may be provided by a SU-TON service partner.

Client Responsibilities

 In the event of any malfunction of SU-TON products, the customer should contact SU-TON technical support by calling the free technical support number indicated on SU-TON quotations, orders and other media.

A,Before calling SU-TON, the customer should have the following information ready:

1) The customer is purchasing the equipment number and contract.

(2) Product item number model.

4) The user should be present at the location of the equipment and follow the instructions of the SU-TON technician.

B,When speaking with SU-TON on the phone, the customer should have the following information ready:

1) Detailed description of the fault

2) Prepare documented descriptions of faults and pictures of equipment failures and other important information, if conditions permit.

Confidentiality or Proprietary Claims: Customer agrees that any information or data provided or sent to SU-TON (by telephone, mail or otherwise) is not confidential or proprietary to Customer.

This Service Description is subject to and in addition to the terms and conditions of a higher level agreement between the Customer and SU-TON. In the absence of such an agreement, this document is subject to and supplements SU-TON's standard terms and conditions of sale, service and technical support, 后者可致suton-@su-ton.com函索取. In the event of a conflict between this document and such terms or conditions, this document shall control. SU-TON reserves the right to make additions or modifications to this document and the products and services described herein at any time without notice.