This month, EB-LINK has made detailed adjustments to the technical support response process, splitting the past one-line and follow-up processing method into three links: acceptance, demarcation, and solution. The goal is to allow customers to see where their problems have gone.

Acceptance, demarcation, and planning each have their own division of labor

In the acceptance phase, on-site information is registered and orders are created, with one record per problem; in the delimitation phase, technical support determines whether the fault lies on the module, link, or device side, and provides a list of verification actions; in the planning phase, suggestions for replacement, code rewriting, or repair are given based on the conclusion. The three sections are connected by work order records. Customers can check the current progress at any link without having to repeatedly describe the fault phenomenon.

Questions submitted during working days will be processed on the same day

Questions submitted by phone 0755-83179002, email sale01@eb-link.com.cn or QQ 1416090645 from Monday to Friday 8:30-18:00 will be accepted on the same day and feedback will be given on the next step; if on-site cooperation is required for testing, such asGigabit single mode dual fiber one optical one electrical fiber optic transceiverThe A/B side interchange verification will give the specific operation sequence.

Postponed processing of messages during non-working hours

Questions sent to email or QQ in the evenings and weekends will not be discarded and will be processed intensively on working days in the order of submission. For emergency link interruptions, the project and scope of impact can be noted in the message, and follow-up will be carried out as soon as possible on working days.

This mechanism has covered optical modules, transceivers, optical transceivers and network card product lines. The consultation and fault reporting channels remain unchanged and can be submitted according to the original contact information. The purpose of the process adjustment is to provide a clear next step for each problem and reduce the waiting caused by repeated communication.