Fanruan (Hong Kong) Co., Ltd. and its affiliated company (hereinafter referred to as 'FanRuan', 'we' 'our') are dedicated to providing customers with the best service experience and ensuring the successful use of customer systems. The Technical Support Policy (hereinafter referred to as the 'Support Policy') refers to the provision of maintenance and guidance services to customers by FanRuan based on the technical guidance and product assurance of FanRuan's software products according to customer needs.
A. Technical Support Service Details
B. Service Level Agreements（SLAs）
Service Type |
| |
|---|---|---|
| Basic Service | Public Service | E-mail Consultation |
24-hour Online Documents | ||
| Technical Forum | ||
| Technical Support Ticket | ||
Online Support Service | Product Usage Problem Response | |
| Product BUG and Demand Response | ||
| Online Remote Technical Support | ||
| Voice/Hotline Technical Support | ||
Training Service | Online Regular Product Training | |
Software Update/Upgrade Service
| Version Upgrade Guide | |
Minor Version Update Package | ||
Major Version Upgrade Help | ||
| VIP Service | Emergency Rescue Services | Emergency Rescue |
(1) 24-hour Online Documents: (https://help.fanruan.com/finereport-en/), (https://help.fanruan.com/finebi-en/), that is, online help documents, including complete product elementary tutorials and advanced tutorials, which are updated every day.
(2) Technical Forum: (https://community.finereport.com/), which includes case recommendations, technology scheme sharing, basic training video, and so on.
1) Contact Information
(1) Online Chat Consultation: Timely solve product-related problems through official channels. If it is judged that the problem cannot be solved in a short time, the technical support engineer will communicate with users in detail about the relevant problems, and keep following up until the problem is solved.
(2) Voice/Hotline Consultation: Timely answers to customer problems through official voice/hotline channels. If it is judged that the problem cannot be solved in a short time, the technical support engineer will communicate with users in detail about the relevant problems, and keep following up until the problem is solved.
(3) Online Remote Technical Support: Provide remote guidance and demonstration to product-related questions raised by customers.
(4) E-mail Consultation: A channel where users can feed back product-related problems and get timely responses. If receiving feedback from customers during working hours, technical support will contact customers by email or through other channels to help and guide customers to solve problems. If customers have feedback during non-working hours, technical support will deal with them as soon as possible on working days.
(5) Technical Support Ticket: Users can feed back product-related problems through tickets. If receiving feedback from customers during working hours, technical support will contact customers by email or through other channels to help and guide customers to solve problems. If customers have feedback during non-working hours, technical support will deal with them as soon as possible on working days.
2) Service Information
(1) Product Usage Problem Response: Respond to problems arising in installing and using FanRuan products proposed by users and provide qualified services to meet demands.
(2) Product BUG and Demand Response (only for the currently maintained version*): Customers can point out bugs discovered in the usage of FanRuan products through technical support channels, or put forward demands for scenarios and functions that are not supported by FanRuan for the time being. For product BUGs, technical support will locate the BUG, feed it back to the corresponding department, and inform the customer of the expected repair time. After the repaired version is released, the technical support personnel will help the customer to repair the BUG. For demands, technical support will communicate with customers in detail, explore the root demands, and promote product updates and iteration.
(1) Online Regular Product Training: Regular free online product training courses. Check the official website of FanRuan (Webinars) for the time and place.
(1) Version Upgrade Guide: Specifically refers to the product upgrading to a version within the purchased range. Senior technical consultants will assess the risk of upgrading, and give feasible upgrading plans.
(2) Minor Version Update Package: Specifically refers to the product upgrading to a version within the purchased range. Senior technical consultants will assess the risk of upgrading, and give feasible upgrading plans.
(3) Major Version Upgrade Help: Major version upgrades involve issues such as license migration and registration information export. Senior technical consultants will assess the risk of upgrading, give feasible upgrading plans, and assist in the completion of upgrading according to the demands of customers.
(1) When a critical incident occurs that severely impacts the production system, such as a product system outage, FanRuan provides 7x8 hours of emergency rescue service. Even during non-working hours, we respond to user issues urgently and assist in restoring the system to normal operations as soon as possible. For specific details, please refer to the Service Level Agreements (SLAs).
SUPPORTED SOFTWARE | |
|---|---|
Supported Software | FineReport FineBI |
OFFICIAL LEARNING RESOURCES | |
| Help Documentation | |
| FanRuan Forum | |
| Learning Path | |
| OFFICIAL TECHNICAL SUPPORT CHANNELS | |
Online Chat Consultation | https://www.finereport.com/en/ Click the yellow chat icon in the lower right corner of the page. |
| Help Documentation | https: //help.fanruan.com/finereport-en/ Click the yellow chat icon in the lower right corner of the page. |
WeChat Official Account | FanRuan Service |
| Technical Support Ticket | http://s.fanruan.com/s27vu |
| BUSINESS HOURS | |
Business Hours | 9 AM to 6:00 PM, Beijing Time, Monday through Friday. During non-working hours, customers can submit a technical support ticket to record the issue. Technical support engineers will process it as soon as possible during working hours. |
ESCALATIONS | |
| ESCALATIONS | Escalation possible through Sales contact |
| RENEWAL AND SERVICE EXPIRY | |
| Renewal and Service Expiry | Renewal and Service Expiry possible through Sales contact |
Priority | Problem Definition | Typical Scenario |
|---|---|---|
1 - Urgent (SL1) | Serious failure occurs to FanRuan product or system and leads to a crash of the production system, causing a significant impact on the customer's business operation where 90% of users cannot operate.
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2 - High (SL2) | Serious faults or defects occur to the FanRuan product or system in a production environment, causing a great impact on the business operation of customers where 60% of users cannot operate.
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3 - Medium (SL3) | Some operations of FanRuan products malfunction, but most of the functions can still work normally in a reasonable business process. |
|
4 - Low (Consultation) | Consultation on the use, operation, and solution of FanRuan products, where there is no fault such as unstable operation of the product or performance degradation of the server during the consultation. |
|
Priority | Response Time* | Target System Recovery Time* | Resolution Time* | Progress Report Time* |
|---|---|---|---|---|
1 - Urgent (SL1) | 2 hours on weekdays | 4 hours | 5 natural days | Report every hour before the target system recovery time. Report every day before the resolution time. |
2 - High (SL2) | 2 hours on weekdays | 6 hours | 7 natural days | Report every 2 hours before the target system recovery time. Report every day before the resolution time. |
3 - Medium (SL3) | 4 hours on weekdays | - | 5 weekdays If the product needs to be repaired and updated, we provide the update release plan and complete the update within 5 weekdays after the release. | Report every day before the resolution time. |
4 - Low (Consultation) | 8 hours on weekdays | - | 3 weekdays | Every day. |
A. Currently maintained version: It refers to the version to which FanRuan provides official maintenance releases, and the official announcement of the suspension of maintenance shall prevail. For example, after November 30, 2019, versions before V10.0.1 are no longer maintained.
B. Response time: The time it takes the service provider to make an initial judgment and propose a method after receiving the feedback.
C. Target system recovery time: The time it takes to restore to normal use. For issues with urgent or high levels, FanRuan staff will solve them on field if necessary, and other issues are handled off-site.
D. Resolution time: The time it takes FanRuan to completely resolve the issue and provide a diagnostic report.
E. Progress report time: The time to report the progress of the problem-solving process.
* If FanRuan actively assists the customer in locating and solving the problem, and finally reaches a consensus after full communication and negotiation with the customer that the problem is not caused by the FanRuan product itself, the processing time limit specified in the SLA is not applicable. The final interpretation right of the service content belongs to Fanruan (Hong Kong) Co., Ltd. and its affiliated company.
In this Support Policy, the term “Company” or "Party" means the subject company as well as its affiliated company that directly or indirectly controls, is controlled by, or is under common control with the subject company. In addition, any terms, conditions, or provisions of this agreement apply to the Company and its affiliated company.
Subject Company | Affiliated Company |
|---|---|
Fanruan (Hong Kong) Co., Ltd. | Taiwan Fanruan Co., Limited |