Comprehensive After-Sales Service Policy | 24/7 Support, Global Spare Parts & Training

1. Operation and Maintenance Support

1. Operation Guides and Manuals
   Provide detailed operation videos and user manuals to ensure customers can operate the equipment independently and accurately.
2. Maintenance and Care Materials
   Provide detailed maintenance and care videos and manuals to guide customers in daily maintenance, extending the equipment’s lifespan.
3. Troubleshooting Guides
   Provide videos and manuals for common troubleshooting to help customers quickly identify and resolve issues.

2. Remote Technical Support

1. 24/7 Online Service
   Offer round-the-clock remote technical support via phone, video calls, etc., covering equipment operation, maintenance, and troubleshooting.
2. Smart Remote Diagnostic System
   Optionally offer a smart remote diagnostic system to monitor equipment status in real time, quickly locate and resolve issues based on customer needs.

3. Spare Parts Replacement and Logistics Services

1. Spare Parts Replacement Service
   When equipment requires parts replacement, the company will courier the necessary parts to the customer’s specified location and provide remote installation guidance. During the warranty period, the company will cover logistics costs and provide free replacement parts. After the warranty period, customers are responsible for related costs, with parts priced at cost price.
2. Global Spare Parts Distribution Network
   Establish a global spare parts storage and distribution network to ensure customers receive the required parts in the shortest time, reducing equipment downtime.

4. On-Site Services and Global Coverage

1. On-Site Installation and Debugging Services
   If the customer requires on-site installation and debugging services, relevant travel expenses will be quoted as part of the value-added service during the equipment quotation stage.
2. Global Service Center Network
   The company is committed to establishing after-sales and sales centers in most countries around the world to provide localized services. Additionally, we actively recruit qualified service personnel and welcome customer recommendations for talent.

5. Customer Training and Support

1. Customer Training Services
   Provide training services for customers in need, allowing customers to send personnel to the company’s factory for training. After training, the company will issue certificates and arrange accommodation and meals during the training period.

Through the above optimization, Osma Company aims to provide efficient, professional, and considerate after-sales service to global customers, ensuring stable equipment operation and enhancing customer satisfaction.