Technical Services

I. Service Scope

Roystor Company is committed to providing customers with high-quality server products and professional after-sales technical services. Service contents include but are not limited to server hardware fault diagnosis and repair, software system debugging and optimization, technical consultation and support, etc.

II. Service Period

1. From the date of server delivery, Roystor Company provides customers with 3 years of free after-sales technical services.
2. After the expiration of the free service period, customers can choose to purchase an extended service package according to their needs to continue enjoying the professional technical support of Roystor Company.

III. Response Time

1. After receiving a customer’s service request, Roystor Company’s technical support team will respond within 4 hours.
2. For urgent faults, Roystor Company will activate an emergency response mechanism to ensure that the problem is solved for customers in the shortest time.

IV. Fault Handling Process

1. After discovering a server fault, the customer should submit a service request to Roystor Company in a timely manner through methods such as telephone, email, or online customer service.
2. Roystor Company’s technical support team will conduct a preliminary diagnosis of the fault and provide corresponding solutions according to the fault situation.
3. If on-site maintenance is required, Roystor Company will arrange professional technicians to arrive at the customer’s site for maintenance within the agreed time.
4. After the maintenance is completed, the technician will conduct a comprehensive test on the server to ensure that the server is operating normally and submit a maintenance report to the customer.

V. Technical Consultation and Support

1. Roystor Company provides customers with free technical consultation services. Customers can consult questions about server use, maintenance, and optimization at any time.
2. Roystor Company will regularly provide server technology training for customers to help them better use and manage servers.

VI. Software Upgrade and Maintenance

1. Roystor Company will provide customers with free upgrade services for the server software system to ensure that the server always maintains the best performance.
2. For software system maintenance, Roystor Company will provide corresponding technical support according to customer needs, including but not limited to system vulnerability repair and security protection.

VII. Service Commitment

1. Roystor Company promises to provide customers with after-sales technical services with a professional, efficient, and honest service attitude.
2. For server hardware faults that occur during the free service period, Roystor Company will provide free repair or replacement services.
3. Roystor Company will strictly protect customer privacy and data security and will not disclose any customer information during the service process.

VIII. Disclaimer

1. Roystor Company will not be liable for any server faults caused by force majeure factors (such as natural disasters, wars, government actions, etc.).
2. Roystor Company will not be liable for any faults caused by customers’ violation of operating procedures, self-disassembly or modification of servers, etc. during the use of servers.
3. Roystor Company will not be liable for any indirect losses (such as data loss, business interruption, etc.) caused to customers due to server faults.

IX. Dispute Resolution

1. The interpretation and implementation of these service terms shall be governed by the laws of the People’s Republic of China.
2. In case of any dispute between the two parties in the process of performing these service terms, the two parties shall first resolve it through friendly consultations; if the consultation fails, either party may file a lawsuit with the people’s court with jurisdiction.

The above terms are the basic contents of Roystor Company’s after-sales technical services. Roystor Company has the right to adjust and improve the service terms according to the actual situation and notify customers in a timely manner.