A full-lifecycle service system with dedicated support at every stage
Pre-Sales Consultation
Free needs assessment and product demos, delivering tailored solutions and clear pricing
· Needs assessment and analysis
· Solution design and demonstration
· Commercial support and quotation services
Implementation & Deployment
Manufacturer-level implementation standards for rapid deployment without disrupting your business
· Environment inspection and planning
· Product deployment and policy configuration
· Administrator training and handover
Ongoing Operations & Maintenance
7x24 response time, regular inspections, and proactive risk prevention
· Remote monitoring and inspection
· Issue troubleshooting and resolution
· Policy optimization recommendations
On-site Services
Dedicated on-site support during critical periods, with focused protection for major events
· On-site engineer support
· Protection during critical periods
· Emergency response drills
SLA Service Commitment: Response Time Guaranteed in Contract
Incident Severity
Situation Definition
Response / Resolution Targets
P1 Critical
Core business disruption or large-scale security incident
15-minute response · Resolution within 4 hours
P2 High
Critical functionality impaired; temporary workarounds are available for business operations
30-minute response · Resolution within 8 hours
P3 Medium
General issues that do not affect core business operations
2-hour response · Resolution within 24 hours
P4 Low
Consulting and optimization recommendations
4-hour response · Resolution within 3 business days
Three support channels, always available to connect with someone
24/7 Support Hotline
400-000-0000Priority access for urgent security incidents, with a 15-minute response
Online Tickets and Remote Support
support@chartech.cnOne-on-one online support during business hours for more efficient remote troubleshooting
Dedicated WeChat service group for enterprises
Exclusive to signed clientsAccess a dedicated service group with transparent ticket progress tracking