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Robust R&D Management Process
- PLM Product Lifecycle Management
- Defect Density Management
- Technical Review
- Change Control
- Quality Metrics Management Platform
- FMEA Analysis
- Quality Traceback
Rigorous Manufacturing Quality Assurance
At incoming inspection, manufacturing and outgoing inspection, we inspect ordered systems with advanced equipment and automated test software, strictly to standard,
with meticulous manufacturing and rigorous testing to ensure products are safe and reliable in use. Through continuous improvement, ongoing innovation and persistent pursuit of higher quality, we guarantee the quality of every unit that leaves the factory,
meeting customer needs.
Comprehensive After-Sales Delivery Service
After-sales quality management is a key part of quality work. From product design, production processes and raw-material control,
it effectively drives product-quality improvement. With persistent quality improvement, physical product quality, management capability and after-sales service quality all rise,
and products become more competitive.
Delivery Implementation
As the information age arrives, servers have become the foundation of day-to-day operations across industries and the lifeline of information systems. Building a stable, reliable information system and keeping it running over the long term requires following the relevant standards and procedures from initial solution design, through delivery implementation, to maintenance after go-live; otherwise the system's stable operation will face many unpredictable risks.
To keep server project implementation standardized, Sugon has issued strict delivery-plan guidelines. Implementation staff must, in line with these rules, refine project goals and construction requirements, comprehensively plan tasks and schedules, and control process, quality and compliance, ensuring implementation quality and a sound, standardized server project plan, so that equipment runs stably and reliably over the long term and customers have a more dependable business system.
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Project Implementation Principles
Advancement
Reliability
Maturity
Openness
Manageability
Security and Confidentiality
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Overall Implementation Approach
Highly Parallel Implementation Plan
Localized Implementation and Technical Service
Clear division of work and effective coordination to keep the project on track
An efficient service team delivering professional project support
Develop thorough contingency and risk-management plans to ensure on-time go-live
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Implementation Prerequisites
Data-center environment readiness
Effective construction plan
Project staffing readiness
Project Organization and Responsibilities
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On-Site Implementation Code of Conduct
Professional Appearance
Work Conduct
Data-Center Conduct
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Data-Center Layout for Installation
Equipment Access Path
Equipment Installation Location
Floor Structure and Load Capacity
Communications Equipment Required for Installation
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Data-Center Environmental Survey
Data-Center Environmental Indicators
Vibration isolation, noise reduction, shock resistance and magnetic shielding
Power supply in accordance with the General Specification for Electronic Computer Sites
Fire, water, pest, theft, lightning, electrostatic and rodent protection, plus moisture-proofing and thermal insulation
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Transparent Project Acceptance Criteria
Acceptance follows the complete-system criteria in the Sugon Server Product Delivery Plan, in four stages—arrival acceptance, initial acceptance, system trial operation and final project acceptance—each producing a corresponding report -
On-Site Operating Procedures
Implemented in accordance with the standard operating procedures of the Sugon Server Product Delivery Plan
Maintenance Service
Sugon maintenance service provides technical support for equipment and solutions. Backed by a remote, centralized, standardized and intelligent after-sales platform, advanced diagnostic tools and a complete closed-loop issue-resolution process, a professional technical support team responds promptly and handles requests efficiently, ensuring customer projects run safely, stably and reliably.
Maintenance service includes equipment fault handling, spare-parts ordering, software subscription and assurance, and Gold Assurance Service, covering needs at different stages of the product lifecycle.
Service Intake
Incident Escalation
On-site dispatch: If on-site service is required, the system schedules on-site service and assigns a field-service work order.
Issue feedback: If the request is confirmed as a product issue, the agent records it, starts the feedback process, and the technical support center handles it.
On-Site Service
Service Follow-up
Customer Satisfaction
A customer satisfaction survey measures whether the company meets customer expectations, or how satisfied customers are with its products. It helps identify factors related to satisfaction, usually reflected in statistical indicators. Sugon combines multiple methods, such as annual surveys by a third-party consultancy, 400-hotline repair satisfaction surveys, and mid-year and year-end customer surveys. Taking customers as respondents, we collect, organize and analyze satisfaction and perceived experience, assess the gap versus expectations, compile issue reports and suggested action plans, then carefully analyze root causes and implement improvements, continuously optimizing product quality and service to close the gap with customer expectations.
Satisfaction Survey Methods
Service System Monitoring
24-Hour Hotline for Customer Feedback
Case Quality Review Meetings
On-Site Customer Service Evaluation
After-Sales Quality Management
Sugon attaches great importance to after-sales quality management. Dedicated after-sales quality staff set targets for key failure rates and corresponding quality rules, collect return-and-repair data, apply quality tools and the Pareto (80/20) principle, and for selected issues conduct root-cause analysis across the full chain—design and R&D, supplier material control and process quality—then close the loop with corrective actions. Product issues are regularly traced back, rolled out horizontally and continuously improved to raise product quality.
For product system faults caused by specific data-center environmental factors at the customer site, Sugon provides analytical technical support and works with the customer to find the root cause and improve.
Data-Center Environmental Analysis Tools
Integrated Multi-Dimensional Key Laboratories
The company has 1 national-level advanced microprocessor laboratory, 1 national industrial design center, 1 international-level engineering research center and 1 international-level enterprise technology center; it also operates technical
breakthrough, product-performance tuning, product-performance verification and product-quality testing laboratories—11 in all.
- Environmental Test Laboratory
- Structural Mechanics Test Laboratory
- New Product Introduction Laboratory
- Failure Analysis Laboratory
- System Integrate Test Laboratory
- Signal Integrate Laboratory
- Network Performance Laboratory
- Thermal Laboratory
- High Performance Computing Research Laboratory
- Incoming Quality Control Laboratory
- Customer Laboratory
Sound Management Systems and Qualifications
Through continuous improvement and related methods, the company has built an effective, well-run management system
The company now has complete management processes and systems, with certifications for five management systems and six categories of product certification, plus defense-related qualifications and a series of other certificates that support efficient operations.
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Management Systems
ISO 9001 Quality Management SystemISO 14001 Environmental Management SystemISO 45001 Occupational Health and Safety Management SystemISO 20001 IT Service Management System -
Product Certification
CCC Product CertificationChina Energy Conservation Product CertificationChina Environmental Labeling Product CertificationCE&CB&FCC -
Information Security
Information Security Service QualificationISO 27001 Information Security Management SystemISCCC Compulsory Product Certification (Security) -
Other Qualifications
Beijing Integrity Enterprise in System IntegrationChina AAA Credit EnterpriseTianjin Famous Brand Product Certificate
