接到用户系统故障报告电话时，询问故障现象，根据故障情况判断是否需要赶赴现场，对于一般性技术问题，可以利用电话或传真指导用户自行解决，半小时内处理问题。在用户无法解决或请求现场服务的情况下，项目领导小组统一指挥，迅速召集技术人员，立即制定应急技术方案；需要时携带相应的设备或部件，及时赶赴现场，最短时间内解决现场问题；派往现场的技术服务人员，均是具有丰富海外设备维护经验技术全面的工程师。

   When receiving a system fault report from users, our staff will ask about the fault information and make judgment whether our technical staff needs to go to the site. For common technical problems, our technical will instruct users to solve the problem on their own through telephone or fax within half an hour. For problems that cannot be solved by users, the company will immediately call on the related technical staff to prepare the emergency technical solution and come to the user’s equipment operation site with the appropriate equipment or instrument, if necessary. Our technical support staffs assigned to the operation site are all engineers who have rich experiences in overseas equipment maintenance.