1.What kind of after-sales response can overseas customers who cooperate with you receive when encountering equipment malfunctions during use?
For overseas customers, we have established a "three-level response mechanism" to ensure after-sales efficiency: the first level response (remote diagnosis) is handled by a multilingual technical team that is online 24/7, and real-time operational data is obtained through the built-in IoT module of the device. 90% of minor faults can be resolved within 1 hour; Second level response (urgent spare parts) reserves commonly used components in spare parts warehouses in the Netherlands, Dubai, and Singapore, supporting delivery to customer sites within 48 hours; Level 3 response (on-site service): For complex faults, technicians can arrive in major regions around the world within 72 hours.
Last year, a mining company in Brazil experienced a power outage due to an accidental collision with its equipment. After remotely locating the fault point, we transported spare parts from our warehouse in Singapore and cooperated with local engineers to provide remote guidance. We completed the repair within 3 days, minimizing the losses caused by the project shutdown. This efficient after-sales system is the key to maintaining long-term cooperation with enterprises from 12 countries.
2.What training support can you provide for companies that are purchasing drone mooring equipment for the first time?
For first-time purchasing enterprises, we have designed a "tiered training system" to help customers quickly master equipment operation: basic training (online) is provided through multilingual teaching videos and interactive manuals, explaining basic operations such as equipment installation, power on/off, and daily inspections, lasting about 4 hours; Advanced training (offline/remote practical operation) is guided one-on-one by technical engineers, simulating actual work scenarios (such as route planning in power inspection and signal debugging in emergency communication) to ensure that operators can independently complete tasks; Continuous training (regularly updated), providing 2 free technical update courses covering new feature usage and troubleshooting skills.
In the training we provided to a start-up surveying company in the United States, through a "3-day centralized practical operation+1-week online coaching" model, the team, who originally had no experience in operating tethered equipment, achieved independent operation level within 10 days. In addition, the training content will be customized according to the characteristics of the customer's industry, such as focusing on sensor calibration training for environmental protection companies and strengthening emergency fault handling drills for security companies. This targeted support greatly reduces the threshold for customers to use.
3.How is the compliance certification of your drone mooring equipment in the European market? Can it be quickly verified by local customs?
Our drone mooring equipment has completed comprehensive compliance preparation for the European market, with core certifications including CE certification (covering electromagnetic compatibility EMC and low voltage LVD directives), RoHS environmental certification, and some devices used in security scenarios have also passed EN 60825 laser safety certification. These certification documents will be delivered together with the product to ensure that customers can quickly pass customs verification during customs clearance.
With long-term cooperation experience with companies from Germany, France and other countries, we are familiar with the differences in import processes among European countries. For example, in response to regulatory changes after Brexit, we have completed UKCA certification supplements to avoid delays in projects due to certification issues for our clients. In the past three years, among the more than 200 batches of goods we sent to Europe, the customs verification pass rate reached 100%, and the average clearance time was controlled within 3 working days, thanks to our pre organized multilingual compliance documents and smooth communication with local customs clearance agencies.