Technical Support

Service Advantages and Features

Service Overview

Topsec has many years of experience in cybersecurity development and technical services. It consistently adopts a customer business–oriented approach, adheres to the principles of efficiency, reliability, and dedication. Moreover, with over 30 years of service experience and brand advantages, Topsec provides customers with highly qualified technical team support and abundant original vendor technical resources based on customers' network security management levels and diverse project service requirements. This enables the creation of diversified, sustainable, and full lifecycle technical service solutions tailored to customer needs to realize the value of customer service requirements.

Service Policy

Year-Round Continuous Technical Support

Topsec's customer service hotline (400-777-0777) provides 24/7 year-round uninterrupted service, responding to customer service requests at any time and providing prompt technical support.

Extensive Nationwide Service Network

Topsec has established five R&D centers at its Beijing headquarters and in Wuhan, Shenzhen, Xi'an, and Chengdu, with more than 90 branches nationwide and a team of over 800 after-sales service personnel, with extensive experience in project implementation and after-sales services.

Dual Centers, Dual Engines

Topsec has established two major after-sales service centers in its Beijing headquarters and in Wuhan. With the intelligent "Call Center System" and "After-Sales Service Management Platform" serving as dual engines, efficient and rapid processing is ensured across the entire service lifecycle—from service request intake, work order handling, and personnel dispatch to service closure.

Extensive Industry Coverage

To date, Topsec has provided professional and secure technical service support to over 100,000 customers across major industries, including government, telecommunications operators, finance, energy, transportation, and education.

Product-Centric Diversified Knowledge Base System

Topsec's newly developed knowledge base system provides customers with a one-stop service experience. During registration, users can bind the serial numbers of the products they use, and the system will present available software versions, various rule libraries, and after-sales technical documentation related to the bound products, enabling more efficient, precise, and convenient resource access and downloads.

Year-Round Continuous Technical Support

Topsec's customer service hotline (400-777-0777) provides 24/7 year-round uninterrupted service, responding to customer service requests at any time and providing prompt technical support.

Extensive Nationwide Service Network

Topsec has established five R&D centers at its Beijing headquarters and in Wuhan, Shenzhen, Xi'an, and Chengdu, with more than 90 branches nationwide and a team of over 800 after-sales service personnel, with extensive experience in project implementation and after-sales services.

Dual Centers, Dual Engines

Topsec has established two major after-sales service centers in its Beijing headquarters and in Wuhan. With the intelligent "Call Center System" and "After-Sales Service Management Platform" serving as dual engines, efficient and rapid processing is ensured across the entire service lifecycle—from service request intake, work order handling, and personnel dispatch to service closure.

Extensive Industry Coverage

To date, Topsec has provided professional and secure technical service support to over 100,000 customers across major industries, including government, telecommunications operators, finance, energy, transportation, and education.

Product-Centric Diversified Knowledge Base System

Topsec's newly developed knowledge base system provides customers with a one-stop service experience. During registration, users can bind the serial numbers of the products they use, and the system will present available software versions, various rule libraries, and after-sales technical documentation related to the bound products, enabling more efficient, precise, and convenient resource access and downloads.

Services Available to You

Product Warranty Services

1

Effectively assist customers in proactively identifying and handling network issues, resolving day-to-day product usage problems, and ultimately providing customers with an efficient and stable cybersecurity environment and hardware product assurance.

Critical Support Services

2

Provide security assurance service solutions including focused monitoring, security inspection and reinforcement, and risk mitigation, ensuring the secure operation of customers' core business systems and the overall stability and availability of the network during critical periods.

System Change Services

3

Respond to on-site service requirements arising from information system changes due to customer network restructuring, device expansion, patch remediation, version upgrades, and other related activities.

Equipment Inspection Services

4

Conduct periodic system checks on relevant equipment and products within the customer's on-site scope with standardized service procedures and automated inspection methods.

Emergency Response Services

5

Provide rapid response and on-site technical support services for network and cybersecurity incidents by professional service team with Topsec's technical expertise.

On-Site Operation and Maintenance Services

6

Provide technical on-duty support and system operation and maintenance services for customers' existing networks and software/hardware assets, including usage support, emergency fault handling, and routine security monitoring.