Q: Do you provide remote technical support for installation, troubleshooting, and training?
LIFETIME AFTER-SALES SERVICE PROTOCOL
Q: Do you provide remote technical support for installation, troubleshooting, and training?
A:Yes, absolutely. Comprehensive remote engineering support is a standard, non-expiring component of every Derui equipment purchase—never an add-on or paid upsell. Our global technical support architecture spans three dedicated operational layers to ensure 99.8% machine uptime for international laboratories.
1. Three-Layer Technical Support Implementation Matrix
Deployment Phase
Engineering Deliverables & Protocols
Communication & Access Tools
Target Turnaround / Response Time
Phase 1: Pre-Installation Site Prep
CAD foundation layouts, power matching (220V/380V, 50/60Hz), pneumatic line specs (0.6–0.8 MPa header pressure).
Live axis homing, S-beam load cell zeroing, pneumatic closed-loop PID tuning, and ISO 17025 baseline verification.
TeamViewer PC remote desktop + WhatsApp/WeChat 4K Live Video
Scheduled on shipment delivery day (1-on-1 session)
Phase 3: Lifetime Troubleshooting & Parts Delivery
Diagnostic PLC log analysis, sensor drift correction, express DHL/FedEx dispatch of replacement valves and encoders.
24/7 Ticketing System + Global Service Desk Hotline
< 4 Hours initial response; parts shipped within 24h
2. Standard Remote Commissioning SOP (Step-by-Step)
On delivery day, your plant technician works directly with a senior Derui application engineer to execute the live power-up sequence:
Utility Connection Audit: Engineer verifies main air supply pressure stability (minimum 1,200 L/min FAD for multi-station rigs like the DR-J501 Multi-Station Sofa Tester).
Software Desktop Connection: Remote login to the industrial PC touchscreen via TeamViewer to load factory-calibrated PLC firmware.
Load Cell & Encoder Calibration: Execution of baseline load cell verification using certified standard deadweights, validating accuracy within ±0.2% FS.
Over 90% of technical inquiries are solved remotely within one business day via PLC parameter adjustment. In the rare event of a hardware component failure (e.g., solenoid valve, S-beam transducer, optical encoder), replacement parts are dispatched via priority international express (DHL/FedEx) within 24 hours, accompanied by a live video-guided swap tutorial.
Derui chamber
