Provide support all the way from planning and implementation to validation to ensure a smooth go-live.

Offer reliable support for AutoML-based modeling, go-live and production.

Provide reliable support for production systems during important holidays and promotional events like Double-11 and 618 Shopping Festival.

We provide after-sales tech support, complaint & suggestion handling, service policy consulting, and sales & purchase support via hotline and web.

If hotline and web support is not applicable, we can provide remote tech support. With the prior consent of customer, we will log into the failed device or system through remote terminals to collect data, analyze causes, propose solutions, guide implementation, and provide remote operations when necessary.

In case of any critical failure reported by the customer, we will take high priority and help rectify the problem with our remote tech support.

Please refer to the Case Priority and SLA for 4Paradigm’s SLA for cases with different priorities.

We will constantly release patches. The patch is a modification or supplement that we made to the licensed software to solve the issues found in current version. In this way, we can improve and verify the software in simulation test or production environment.

We provide automated inspection tools to help you monitor system conditions and prevent potential system issues.

Failure diagnosis: Locate and diagnose failures in system functions and performance, like model self-learning and estimation.

Troubleshooting: Fix system bugs; and provide related guidance and support.

Daily operation and maintenance guidance: Answer questions and provide guidance on daily operation and maintenance, as well as the usage of specific functions.

We provide after-sales tech support, complaint & suggestion handling, service policy consulting, and sales & purchase support via hotline and web.

If hotline and web support is not applicable, we can provide remote tech support. With the prior consent of customer, we will log into the failed device or system through remote terminals to collect data, analyze causes, propose solutions, guide implementation, and provide remote operations when necessary.

If the issue cannot be solved remotely, we will assign engineers to provide on-site tech support.

Please refer to the Case Priority and SLA for 4Paradigm’s SLA for cases with different priorities.

We provide quarterly system inspection and maintenance services based on your needs.

We will perform the services according to your on-site inspection rules and the inspection plan we made in advance, and provide a written report in 5 working days after the inspection.

Failure diagnosis

Locate and diagnose failures in system functions and performance, like model self-learning and estimation.

Troubleshooting

Fix system bugs; and provide related guidance and support.

Daily operation and maintenance guidance

Answer questions and provide guidance on daily operation and maintenance, as well as the usage of specific functions.

We will constantly release patches.

The patch is a modification or supplement that we made to the licensed software to solve the issues found in current version. In this way, we can improve and verify the software in simulation test or production environment.

Develop the AI competition program based on the demand survey, covering the services before/during/after the competition.

Discuss the program with the related contacts, and modify or adjust it according to the feedback.

The final program shall be subject to the confirmation in written or electronic form by both parties.

4Paradigm will arrange resources to implement the finalized program.

After all the services are delivered as planned, the responsible person of customer will make an acceptance. With the assistance of the customer, we will conduct a service effect survey, and provide an electronic survey report to the contact person.