I. General Provisions
1. Purpose
These procedures standardize customer service for Shunwei AI software products, improve service quality and customer satisfaction, support a trusted brand and sustainable operations, and help SMEs benefit from practical AI adoption.
2. Scope
These procedures apply to all Shunwei AI employees involved in customer service and provide customers with guidance for the service process.
3. Shunwei AI Culture and Principles
Customer service follows Shunwei AI's values of innovation, sustainability, responsibility, safety, openness and inclusion and its vision of being a trusted AI growth partner. Service should resolve software issues, strengthen customer capability and use direct communication to address needs promptly.
II. Organization and Responsibilities
1. Customer Service Department
Department Responsibilities
Receive inquiries, complaints, suggestions and other feedback centrally; coordinate internal resources; provide timely resolutions; track outcomes; and analyze customer satisfaction.
Roles and Responsibilities
Customer Service Manager:Manage daily customer service operations, define plans and objectives, supervise quality and efficiency, coordinate departments and handle major customer issues.
Customer Service Specialist:Communicate directly with customers by phone, email and online channels; document issues; provide solutions; or transfer cases to the appropriate department.
2. Technical Support Department
Department Responsibilities
Support installation, configuration, troubleshooting and performance optimization, and assist customer service with technical issues.
Roles and Responsibilities
Technical Support Manager:Manage the technical support team, define support standards, guide complex issue resolution and coordinate project delivery with other departments.
Technical Engineer:Deliver remote or on-site technical support, respond to escalations and document technical issues and resolutions.
Technical Support Specialist:Provide technical support, resolve software issues and work with customer service to ensure timely resolution.
3. Product Development Department
Department Responsibilities
Develop, upgrade and improve products based on customer and market feedback, and provide product training and technical documentation to service and support teams.
Roles and Responsibilities
Product Manager:Own product planning and management, collect requirements, maintain the roadmap, coordinate development and communicate product information to service and support teams.
Software Engineer:Develop, test and optimize software, fix defects, implement features and assist technical support under product-management direction.
III. Service Management Processes
1. Customer Inquiry Process
(1) A customer service specialist should normally respond within 30 minutes, greet the customer professionally and understand the inquiry.
(2) Common questions should be answered accurately from the knowledge base within 10 minutes. If the customer remains dissatisfied, provide further explanation or escalate to a senior specialist.
(3) Document complex or out-of-scope inquiries, including customer details, issue description and contact information, and transfer them to technical support or product development within 10 minutes.
(4) Technical support or product development should review an escalated case with customer service within 30 minutes and propose a resolution. If more time is required, communicate the expected timeline and provide regular progress updates.
(5) Follow up within 24 hours after resolution to confirm satisfaction and collect additional feedback.
2. Customer Complaint Process
(1) Receive complaints calmly and professionally, listen carefully, document the time, complainant, issue and contact details, and confirm that the matter will be addressed promptly.
(2) Submit complaint information to the customer service manager within 10 minutes for an initial severity and impact assessment.
(3) For ordinary complaints, coordinate a solution within 24 hours and normally respond to the customer within 48 hours. For major complaints, convene relevant departments immediately, assign ownership and milestones, and report progress within 72 hours.
(4) Departments should report progress to the customer service manager, who updates the customer. Follow up within three business days after completion to assess satisfaction.
3. Customer Suggestion Process
(1) Document each suggestion together with the customer's name and contact information.
(2) Submit the day's suggestions to the customer service manager before the end of each business day for classification and feasibility and value assessment.
(3) Discuss valuable suggestions within two business days, define an implementation plan, owner and milestones, and respond to the customer within three business days after the plan is confirmed.
(4) Departments implement approved suggestions and report progress regularly. Follow up within one week of completion to thank the customer and understand the outcome.
IV. Rights and Obligations
1. Customer Rights
Customers have the right to timely, professional and accurate information about product features, usage and technical specifications.
Customers may complain about product quality, performance or functionality and request a reasonable explanation and resolution within the stated timeline.
Customers may provide suggestions and should receive considered feedback.
Customers have the right to upgrades and technical support as provided in their contract.
2. Customer Obligations
Customers should provide accurate personal and company information required to deliver service.
Customers must comply with applicable law and license agreements and must not misuse the software or infringe Shunwei AI intellectual property.
Customers should provide information and reasonable assistance for troubleshooting and resolution.
3. Employee Rights
Employees have the right to relevant training and resources, including product knowledge, communication skills and technical documentation.
Employees may request necessary departmental support to resolve customer issues promptly.
Customers may suggest improvements to service processes and policies and should receive a considered response.
4. Employee Obligations
Employees must follow service procedures and provide friendly, patient and professional support.
Employees must record feedback accurately, never conceal or distort it, escalate cases properly and track progress.
Employees should continually improve product, technical and communication skills.
V. Oversight, Recognition and Discipline
1. Oversight
A cross-department service-quality group reviews records, service conduct, efficiency and resolution quality. Customer satisfaction is measured through follow-up calls and surveys and informs performance assessment. An internal complaint channel supports timely investigation of collaboration or compliance issues and reports outcomes to the complainant.
2. Recognition
Employees who achieve strong satisfaction, receive repeated praise, resolve major issues or contribute effective service improvements may receive recognition, bonuses, performance credit or advancement opportunities under company policy.
3. Disciplinary Measures
Verified misconduct, service failures or repeated failure to follow required processes may lead to warnings, performance measures, reassignment or termination in accordance with company policy and applicable law. Deliberate concealment or falsification may result in termination and further accountability.
VI. Supplementary Provisions
Shunwei AI is responsible for interpreting and updating these procedures. They take effect on publication and may be reviewed and improved as business and customer needs evolve. Departments must ensure relevant employees understand and follow them. The procedures are intended to protect customers, improve service quality and support responsible business development.