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service policy
Becke Telcom is committed to providing world-class support for our industrial communication solutions. We ensure that every system operates with maximum uptime in the world's most demanding environments.
We provide a standard 24-month warranty on all hardware, covering manufacturing defects and component failures. For mission-critical infrastructure, extended warranty packages of up to 5 years are available to ensure long-term peace of mind and budget predictability.
Our dedicated engineering team provides 24/7 multi-channel support via email, phone, and video conferencing. We offer professional guidance on system architecture, SIP configuration, and third-party integration to ensure seamless deployment and operation.
We minimize downtime through a streamlined Return Merchandise Authorization (RMA) process. Our policy includes a 7-working-day repair turnaround. For authorized partners and critical sites, we offer an Advanced Replacement Service, shipping out functional units before the faulty ones are returned.
Beike provides free firmware updates for the life of the product to ensure security and compatibility with evolving VoIP standards. We also guarantee the availability of spare parts for 10 years after a product has been discontinued (EOL), ensuring your investment is protected for its entire operational life.
For large-scale projects, we offer on-site commissioning and supervisor services. We also provide comprehensive training programs for client technicians, certifying them to perform routine maintenance and basic troubleshooting, further reducing response times.
| Service Item | Commitment |
|---|---|
| Initial Response | Within 4 business hours |
| Technical Solution | Within 24 hours |
| Standard Warranty | 12 Months |
| Spare Parts Availability | 10 Years (Post-EOL) |
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