Overview

Dingyi Three Basic System supports 7x24 round-the-clock service

Hardware support.

- Working hours: This service is available 24/7, including national holidays. 4 hours on-site response: If the hardware covered by the service has a failure that cannot be resolved remotely, Dingyisan will take commercially reasonable measures to respond on-site within 4 hours. Within 4 hours after Dingyisan receives a call from a customer and identifies a hardware failure, an authorized Dingyisan engineer will arrive at the customer's site within working hours to begin providing hardware repair services.

- Sam may determine whether it can provide the appropriate hardware service on-site response time (depending on the "mileage area", see below) in accordance with applicable laws and regulations and the hardware manufacturer's requirements, which is defined as the time from when Sam receives a call from the customer and determines the hardware failure to the time when Sam is able to provide the hardware service.

from the time Sam receives a call from a customer and determines a hardware failure until an authorized Sam representative arrives at the customer's site or the reported case is closed (Sam will provide instructions for this case closure and determine that the current failure no longer requires on-site intervention).

Software Support.

- Working hours: This service is available 7x24, including national holidays.

- Remote response time: According to the "Software Support Service" section, after registering a software problem, Sam Technical Support Center engineers will respond within two hours.

The engineer will respond to the call within two hours after registering a software problem.

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Services

Maintenance services on behalf of O&M	Upgrade services for newly purchased equipment	Infrastructure Consulting	Original equipment maintenance service
The purchase of original service for out-of-warranty ICT products offers three different levels of service for products covered by the base system support service. Base System Support Next Business Day (NBD) service Base System Support 7x24 round-the-clock service Base System Support Hardware Time-Limited Repair (Hardware CTR) service A combination of these three service levels and the Hardware Defective Media Retention (DMR) service has also been added, with the option to start the service	If there is a failure of the hardware covered by the service that cannot be resolved remotely, then Sam will take commercially reasonable measures to respond on site within 4 hours. Within 4 hours after Sam receives a call from a customer and determines a hardware failure, an authorized Sam engineer will arrive at the customer site within working hours to start providing hardware repair services.	Rational planning and arrangement of IT infrastructure allows various business solutions, applications and data to work together effectively to ensure that the infrastructure is robust and supports the needs of the entire business.	Renewal of original factory service for out-of-warranty ICT products, Basic System Support Service consists of comprehensive hardware and software services that can help significantly improve the availability of IT infrastructure. Technicians will work with your IT team to help you resolve hardware and software issues with Sam support products (hereinafter referred to as "products")*.