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Maintenance

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
system or part of it cannot be used at all

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