Service Commitments: Instruments (Warranty In/Out Period)

       Service Commitment Statement for Instrumentation Equipment

To ensure the stable and efficient operation of customers' instrument and equipment, define our company's service standards and responsibilities for instruments within and beyond the warranty period, and effectively protect customers' legitimate rights and interests, we hereby formulate this Service Commitment Statement.

This commitment applies to all instruments and equipment (including supporting accessories and software) sold by our company. It shall take effect from the date when the instruments pass the acceptance inspection and both parties sign the acceptance certificate. Any unresolved matters shall be subject to the supplementary provisions of the sales contract signed by both parties.

1. Service Commitments Within the Warranty Period

1.1 Definition of Warranty Period

1. General Instruments: The whole machine has a 12-month warranty period (the specific period shall be subject to the agreement in the sales contract), which shall be calculated from the date of acceptance inspection.
2. Special Instruments: For customized instruments, high-precision analytical instruments, etc., the warranty period and the scope of core components shall be implemented in accordance with the special agreement between both parties, and clearly marked in the sales contract and the instrument warranty card.
3. Exempted Cases: If the instrument fails due to the following circumstances during the warranty period, it shall not be covered by the free warranty service. Our company may provide paid maintenance services:
   (1) Human error in operation, intentional damage, unauthorized disassembly, modification of the instrument or its core components;
   (2) Malfunctions caused by non-standard use in accordance with the instrument operation manual or use in environments that do not meet the operating requirements (such as temperature, humidity, voltage, etc.);
   (3) Damage to the instrument caused by force majeure (natural disasters such as earthquakes, floods, lightning strikes, fires, etc.);
   (4) Normal wear and tear, loss or damage of supporting accessories (such as data cables, chargers, consumables, etc.) of the instrument;
   (5) Expansion of faults or emergence of new faults caused by maintenance or debugging by non-authorized service personnel of our company.
   
4. 
   

1.2 Scope of Free Services

1. Fault Maintenance: For faults of the instrument that are not covered by the above exempted cases during the warranty period, our company provides free on-site maintenance and troubleshooting services, and replaces qualified core components and damaged accessories (all genuine original factory parts) free of charge, with no charges for maintenance fees, accessory fees or on-site service fees.
2. Technical Support: Provide 24/7 free technical consulting services to answer customers' questions about instrument operation, daily maintenance, parameter debugging, etc.; provide 1 to 2 free on-site technical trainings (including operation specifications and basic maintenance skills) upon customer request.
3. Software Services: For the original factory software matched with the instrument, provide free version upgrades and vulnerability fixes during the warranty period, and assist customers in solving related problems in the process of software installation, debugging and operation.
4. Maintenance Guidance: Regularly (every three months) follow up with customers by phone, WeChat and other means to understand the operating status of the instrument, provide free daily maintenance guidance, and remind customers to maintain the instrument to prevent malfunctions.
   
5. 
   

1.3 Service Response Time

1. Emergency Failures (instrument cannot start, core functions fail, affecting normal use): Respond within 1 hour after receiving the customer's repair request, and arrange authorized engineers for on-site maintenance within 24 hours (48 hours for remote areas), striving to complete the fault repair within 48 hours (for custom-made parts, the repair cycle shall be extended according to the arrival time of parts, and customers shall be informed in advance).
2. General Failures (abnormal instrument functions, parameter deviations that do not affect core usage): Respond within 2 hours after receiving the repair request, arrange on-site maintenance within 48 hours, and complete the fault repair within 72 hours.
3. Accessory Supply: Common accessories are in sufficient stock; goods will be shipped within 24 hours after receiving the accessory replacement request. For custom-made accessories, the arrival cycle will be clearly informed to customers, and the procurement progress will be tracked throughout the process with timely feedback to customers.
   
4. 
   

2. Service Commitments Beyond the Warranty Period

2.1 Service Principles

After the expiration of the warranty period, our company will continue to provide high-quality, efficient and transparent paid services. We adhere to the principles of 'reasonable charging, standardized services and quality assurance', do not force bundled consumption or charge hidden fees, and effectively meet customers' needs for the normal operation of instruments.

2.2 Scope of Paid Services and Charging Standards

1. Fault Maintenance: Provide on-site troubleshooting and maintenance services, and charge reasonable maintenance fees (including labor costs), accessory fees (genuine original factory parts, clearly priced) and on-site service fees (calculated based on service distance and transportation costs, and informed to customers in advance); before maintenance, issue a detailed maintenance plan and cost list, and carry out maintenance only after customer confirmation.
2. Accessory Supply: Long-term supply of genuine original factory parts with transparent pricing and no intermediate price markup; customers can purchase accessories by themselves or entrust our company for on-site replacement (on-site service fees and labor replacement fees will be charged).
3. Technical Services: Provide paid technical consulting, operation training, instrument calibration and software upgrade services with reasonable charging standards, which will be negotiated and confirmed with customers in advance; customized annual maintenance packages can be provided according to customer needs to enjoy preferential service prices.
4. Maintenance: Provide on-site regular maintenance services, conduct comprehensive inspection, cleaning and debugging of the instrument, replace aging and vulnerable accessories (fees charged separately), issue maintenance reports to extend the service life of the instrument; the maintenance cycle and service content can be customized according to customer needs.
   
5. 
   

2.3 Service Response Time and Quality Assurance

1. Response Time: Respond within 2 hours after receiving the customer's repair request or service demand, and arrange authorized engineers for on-site service within 48 hours (can be appropriately extended for remote areas with prior communication with customers); for special faults, issue temporary solutions in a timely manner to reduce customer losses.
2. Quality Assurance: The repaired instrument shall be covered by a 3-month repair warranty (free rework for the same fault within the warranty period); the replaced genuine original factory parts shall have a warranty period of 6 to 12 months (specifically agreed according to the type of parts); if the same fault occurs within the repair warranty period, no fees will be charged.
   
3. 
   

3. General Service Commitments

1. Service Personnel: All service engineers shall pass professional training and assessment before taking up their posts, have rich experience in instrument maintenance and debugging, strictly abide by service specifications, respect customers' on-site management requirements, not arbitrarily access customers' property, and not disclose customers' relevant information.
2. Service Supervision: Establish a sound service supervision mechanism, and customers may supervise the service quality, response time and charging standards; if you are not satisfied with the service, you can provide feedback at any time, and our company will verify and handle it within 24 hours to give a satisfactory reply.
3. Communication and Feedback: Regularly follow up with customers to understand their service experience and the operating status of the instrument, collect customers' opinions and suggestions, and continuously optimize service processes to improve service quality.
4. Compliant Services: Provide services in strict accordance with relevant national laws and regulations, industry standards and the agreements in the contract between both parties, put an end to illegal operations and false commitments, and effectively protect customers' legitimate rights and interests.
   
5. 
   

4. Exempt Liability Clauses

1. Our company shall not assume any liability for instrument faults or damages caused by customers' own operational errors, unauthorized modification, force majeure, third-party maintenance, etc., and may provide paid maintenance services.
2. If the customer fails to pay the service fees as agreed, our company has the right to suspend the provision of services, and the losses caused thereby shall be borne by the customer.
3. If the instrument has been used for too long with components scrapped due to aging, making it unrepairable or the maintenance cost is excessively high, our company will truthfully inform the customer, provide suggestions for instrument upgrade or replacement, and shall not assume any liability for maintenance.