Service and Maintenance
Shanghai Huaqing Information Technology Co., Ltd. provides BabelBird deployment, initialization, training, maintenance, upgrade assistance and issue tracking. Software licensing and maintenance are separate: duration, fees, support hours and response requirements follow the specific contract and service order.
Service Scope
| Stage | Typical assistance | Boundaries to confirm |
|---|---|---|
| Deployment | Installation, configuration, domain and integration testing | Customer infrastructure and third-party licenses |
| Initialization | Administrators, enterprise settings, organizations and accounts | Data sources, mappings and final permissions |
| Training and support | User/admin training, service groups and dedicated contacts | Sessions, remote/on-site delivery and support hours |
| Maintenance and upgrades | Diagnosis, fixes, release notices and upgrade assistance | Maintenance term, compatibility, change window and rollback |
| Performance and incidents | Application analysis and developer-assisted investigation | External systems, hardware, networking and capacity changes |
| Custom/co-development | Requirements, integration tests, acceptance and agreed corrections | New scope, fees and deliverables agreed separately |
Maintenance does not universally include lifetime free upgrades or unlimited on-site visits. Historical free allowances, fixed prices and response targets are not commitments to every customer. Renewal and support after expiry follow the signed agreement.
Issue Handling
- Submit the version, impact, time and reproduction steps through the agreed service contact or group.
- The service team records and prioritizes the issue, involving developers when needed.
- Obtain customer approval for controlled remote access; do not share plaintext passwords or unrelated business data.
- Before upgrades, restarts, migration or on-site work, agree on impact, backups, maintenance windows and recovery.
- Verify the result, document the conclusion and track unresolved follow-up items.
Before an Upgrade
Confirm version and license coverage, test business workflows and integrations, back up database and file data, and prepare rollback steps. Do not upgrade production without checking recovery and impact.
See support terms and the implementation process.