ABiC ERP Service
Contact
Helpdesk Maintenance
Description of Kingdee Helpdesk service
| Kingdee Helpdesk Maintenance | Description | Availability |
| Helpdesk | Call center service to guide customers resolve the defects. | 5 * 8 |
| Remote Assistance | Through remote desktop access, Kingdee provides remote trouble shooting and supporting tools. | 5 * 8 |
| Software Upgrade | Upgrade within the same major version, for example from V12.1 to V12.2. | N/A |
| Online knowledge database | Access to Kingdee online knowledge database for common questions and resolutions. | Always |
ABiC onsite engineering Maintenance
Description of ABiC onsite maintenance service (optional)
ABiC would assign a dedicated service engineer to customer to respond to maintenance inquiries and requests. The following table specifies the lead time of ABiC responses for onsite engineering.
| Class | Description | Lead Time for response and engineer arrival to customer site for final defect resolution |
| 1 | Essential defect | Response: 2 working hours after 1st contact with ABiC service engineer on this defect; Onsite: Arrival to customer site within 8 working hours. |
| 2 | Partial defect important functions of the implemented system cannot be used fully | Response: 2 working hours after 1st contact with ABiC service engineer on this defect; Onsite: Arrival to customer site within 16 working hours. |
| 3 | Minor defect defects which have little or no impact on the performance of the system | According to mutual timing |