

Support services

• 1. Remote Support Services

  Remote support service is the most direct, efficient, and effective service for customers. Remote services include telephone, email, fax, online support, and other methods. Customers can choose the most suitable support method based on the urgency of the problem and the limitations of the on-site environment. For specific information, please consult the Sunyainfo Technical Support Center. Based on years of experience at Sunyainfo, we suggest that you prepare the following information in advance:

  (1) Equipment information: equipment model, equipment version, authorization, etc.;

  (2) Networking information: on-site network topology, access status of Sunyainfo equipment, enabled functions of equipment, equipment configuration information;

  (3) Fault information: fault symptoms, fault output information, and related operations before the fault.

• 2.On-site Support Services

  On-site support services are an effective supplement and extension to remote support services. Sunyainfo on-site support services include on-site installation services, on-site fault location, and resolution services. The purchase method for on-site support services can be purchased together with the hardware products of Sunyainfo, or separately after purchasing the software and hardware products. For specific information, please contact the Sunyainfo Technical Service Center.



Security Update

• • Update time: The application feature library, intrusion prevention feature library, virus protection feature library, and URL feature library are regularly updated.
• • Update method: 1. Online update. When the firewall device allows access to the public network, the device can automatically update the feature library after configuring DNS. 2: Offline update, simply download the required feature library from the offline website and import it for upgrade. Download link: http://www.sec-inside.com/.
• Note: The old version device virus feature library is an incremental library and needs to be upgraded to the latest library file starting from the current time. Other feature libraries can be directly updated to the latest date.

• X86 devices use the following types of library files: Intrusion Prevention Feature Library IPS Event Library; Virus Prevention Feature Library AV Virus Library; URL Feature Library URL Library Application Feature Library AP Application Library.

  ARM devices use the following types of library files: Intrusion Prevention Feature Library IPS Event Library Virus Protection Feature Library ARM Virus Library URL Feature Library URL Library Application Features AP Application Library).



Product Warranty Statement

Please read the following terms carefully before using this product.

• (1) Consumers who purchase genuine products from Sunyainfo during the warranty period may apply for factory repair if there is a quality failure of the product under normal operating conditions (not caused by human damage) without disassembly and repair. If the technical personnel of our company confirm that the machine failure occurred under normal use, they can provide the purchase certificate. Sunyainfo has decided to repair or replace the faulty parts. If replacement is carried out, it may be a new device or a repaired product of the same category, function, and quality. The replaced faulty parts belong to Sunyainfo.
• (2) Hardware return process. Customers must obtain approval from Sunyainfo before returning defective parts. Customers can contact the Sunyainfo Technical Support Center by phone or email to confirm the equipment malfunction. If Sunyainfo determines that the items that need to be repaired do not meet the warranty conditions stipulated in this clause or exceed the warranty period, the customer must also pay the price of a single repair service.

• (3) Warranty Scope:

   

  1. The product shows appearance damage, inability to turn on, etc. when opened for the first time;

  2. Under normal operating conditions (not caused by human damage), parts of the product may inexplicably detach;

  3. Product quality and performance issues.



Spare Parts Service

With the acceleration of network technology evolution, increasingly complex networks pose higher requirements for specialized operation of spare parts business. Operators urgently hope to reduce spare parts investment and operating costs, and improve work efficiency; Ensure fast and accurate supply of spare parts to ensure network security; Reduce investment in spare parts management.
Sunyainfo is committed to continuously improving hardware reliability and providing customers with high-performance, high reliability, and easy-to-use products. Customers can choose the most suitable spare parts service based on their own business system needs, thus achieving the best balance between service standards and costs. We can provide hourly spare parts delivery services, promising fast and accurate delivery.

• • Spare parts configuration: Through advanced spare parts configuration algorithms, spare parts are reasonably configured to meet the actual delivery needs of spare parts.
• • Spare parts management: management of spare parts storage, outbound, warehousing, inventory, etc., to meet the needs of customer network changes and business development.
• • Spare parts replacement service: Upon receiving the defective parts returned by the customer, the replacement parts will be delivered to the designated location within the agreed time frame in the contract for the replacement of faulty boards.
• • Spare parts inspection: Some spare parts in the spare parts warehouse have not been used for a long time. In order to ensure the good performance of spare parts, they are inspected at regular intervals to ensure the quality of spare parts.
• • Spare parts report: Provide statistical analysis reports and safety stock reports for customers to use.