How soon after a repair request do you respond?

The after-sales hotline and APP accept requests 7×24; target first response within 30 minutes; P0 emergency (all aerators down, fish-kill risk) engaged within 15 minutes, P1 severe within 30 minutes.

Can you handle it remotely if a device goes offline?

The cloud platform supports remote viewing of online status, live data, history, signal strength, supply voltage, board temperature and run logs, plus remote restart, remote cleaning trigger, remote parameter config and OTA; most software/config faults are resolved remotely, only hardware faults need a site visit.

How long is the warranty?

Controller host 2 years, DO sensor 1 year (fluorescence cap is a consumable, not covered), 4G module 2 years (non-lightning damage), relay/contactor 1 year; software OTA upgrades are free for life. Lightning, water ingress, unauthorized disassembly, physical damage and wrong-wiring burns are excluded.

How often is the DO sensor cap replaced?

The fluorescence DO cap is generally replaced every 1–2 years (depending on water quality); obvious drift or failed calibration means replace it; after replacement a saturation calibration must be run in the APP or readings will be wrong.

After-sales & Remote Operations

Q: Will aerators stop during a power outage? Do they auto-recover?

The DC48V system-level power with modular storage keeps the controller online and its logic running during an outage; AC aerators stopping is normal, and the controller auto-resumes and restarts them by automatic logic after power returns — no manual action.

Applies to: Kantangren 4G aerator smart control system (DO monitoring + control cabinet + 4G cloud) ｜ Compiled from real service SOP

We turn after-sales from "fix it when broken" into a quantifiable, remote-capable, traceable service system. These standards come from frontline service specs and are the "service evidence" a buyer can verify when comparing options.

Scope note
This page discloses the service commitments, response times, ticket grading, remote-diagnostic capability, on-site safety rules, consumable cycle and warranty policy (engineering methods and quantified metrics). Internal data such as material purchase prices, internal cost and spare-stock amounts are not public; the service times and warranty here are public commitments.

1. Service Commitments & Response Times

Fast response: first response within 30 minutes of a request.
Fast resolution: target to resolve within 48 hours.
Good attitude: patient, professional, no passing the buck.
Traceable: every service has a ticket, a record and a follow-up.

Channel	Hours	Note
Hotline	7×24	Phone repair & consultation
WeChat support	Long daily hours	Scan to add, image/text chat
APP repair request	7×24	Submit device ID, fault symptom, photos/video
Cloud auto-monitoring	7×24	Auto alerts on anomaly, proactive customer contact

The service team comprises CS intake, remote operations engineers, on-site engineers, repair-center technicians and the after-sales lead, working remote-and-on-site together to resolve most faults "before arrival".

2. Ticket Grading (P0–P3)

Level	Definition	Response	Resolution	Example
P0 Emergency	All aerators down, fish-kill risk	15 min	4 hours	Offline + extremely low DO
P1 Severe	Some aerators out of control, sensor fault	30 min	24 hours	A relay not actuating
P2 Normal	Abnormal data but aeration unaffected, frequent 4G drops	2 hours	48 hours	Occasional DO jump
P3 Minor	Usage question, feature suggestion	4 hours	7 days	How to set a timer mode

3. Standard Process

Intake: via phone/WeChat/APP, record device ID and symptom, initial grading.

Remote diagnosis: log into cloud, view status & logs; if solvable remotely, resolve and verify.

Dispatch: hardware repairs get a scheduled visit with spare parts pre-judged by fault type.

Repair channel: board-level faults shipped to the repair center; a loaner sent first to minimize downtime.

Close: customer confirms normal → satisfaction follow-up → ticket closed and archived.

The cloud platform has auto-alerting: on detecting offline / extremely low DO / frequent drops it auto-creates a ticket and contacts the customer — turning "wait for the customer to notice" into "we know before they do".

4. Remote Diagnostic Capability (Core Differentiator)

Every Kantangren system ships with 4G cloud and a remote-ops channel; most faults are located and handled without a site visit:

Capability	Support	Note
Online status	Full	60s heartbeat, timeout = offline
Live data	Full	DO, water temp, relay status, 4G signal
History query	Full	Recent data stored, exportable trend analysis
Remote config	Full	DO threshold, alarm logic, cleaning cycle
Remote restart / clean trigger	Full	Soft restart, hard restart, immediate clean
Remote OTA	Full	Differential upgrade, see tech-specs page
Remote log read	Full	Run logs filterable by level, aids locating
Signal / voltage / temp diagnosis	Full	4G detail, supply voltage, board temp real-time
Remote relay control	Limited	Needs second confirmation + operation log; manual action in auto mode needs extra confirm

Offline Graded Diagnosis

Last online	Possible cause	Action
<1 hour	Temporary 4G drop, network fluctuation	Wait for auto-reconnect; still offline → ask customer to check power
1–24 hours	Power loss, 4G module fault, SIM out of credit	Ask customer to check breaker trip / SIM status
>24 hours	Hardware fault, extreme weather	Dispatch site inspection

Remote operation safety: high-risk operations (remote relay control, factory reset) need second confirmation + operation log; permission tiers; diagnostic sessions auto-disconnect on timeout. So "remote can fix, but never mess around".

5. On-site Service Rules

5.1 On-site flow

Step	Content	Time
1 Arrival notice	Call customer on arrival	—
2 Fault confirm	Verify on site, compare with ticket	10 min
3 Diagnose	Locate per diagnostic flow	15–30 min
4 Repair	Swap part / fix wiring / reconfigure	30–60 min
5 Test	Power on, confirm fault cleared	15 min
6 Customer confirm	Customer verifies on site	10 min
7 Clean & record	Clear tools/waste, fill ticket & sign	15 min

5.2 Conduct rules

Neat appearance, proactively identify self; standard operation, disconnect power first.
Only touch devices related to the repair, not unrelated facilities; explain issues in language the farmer understands.
Transparent fees: free within warranty, fees disclosed in advance outside warranty.

5.3 On-site safety (Red Lines)

Power-off operation: cut main power before repair, hang "Do Not Close" tag, verify no voltage before touching.
Slip/water protection: pond edges are slippery, watch footing; no climbing in rain.
Lightning protection: no outdoor repair during thunderstorms.
Two-person work: live operation requires two people, one operates one guards.

6. Consumables & Scheduled Maintenance (No Internal Prices)

The following are public replacement cycles and maintenance plans; spare-stock and prices are internal, not public.

Consumable	Cycle	Location	Difficulty
Fluorescence DO cap	1–2 years	Sensor probe	Easy (hand-screw)
Cleaning silicone brush	6–12 months	Sensor probe	Easy (clip)
Cleaning motor	2–3 years	Sensor inside	Medium
Relay / contactor	3–5 years (electrical life)	Cabinet DIN rail	Easy
RCD leakage protector	5 years	Cabinet DIN rail	Easy
SPD surge protector	After lightning / 3 years	Cabinet DIN rail	Easy (plug-in)
4G module	5+ years	Controller PCB	Return to factory
Seals / waterproof joints	2–3 years	Cabinet / sensor	Easy
Aerator power cable	Outdoor 5 yr / near-water 3 yr	Cabinet to aerator	Medium (wiring)

Scheduled Maintenance Plan

Frequency	Items
Daily (farmer)	Check APP DO and online status
Weekly (farmer)	Check sensor for algae cover, cabinet for water ingress
Monthly (ops)	RCD test, SPD check, desiccant, cable appearance, cabinet seal
Every 6 months (ops)	Aerator/sensor cable insulation test, grounding test (≤4Ω), RCD function test
Yearly (ops)	Grounding/insulation re-test, cap & brush check, contactor check, OTA to latest

Cable replacement strategy (high-risk farming scene): recommend "by cycle (outdoor 5 yr / near-water 3 yr) + insulation test every 6 months"; replace when insulation <3MΩ by plan, <1MΩ immediately — preventive replacement beats failure replacement to avoid a breaker trip causing fish kill.

7. Warranty Policy

Part	Warranty	Note
Controller host	2 years	Free repair/replace if non-human damage
DO sensor	1 year	Fluorescence cap is consumable, not covered
4G module	2 years	Non-lightning damage
Relay / contactor	1 year	Normal wear excluded
Software upgrade	Free for life	OTA remote

Not covered: lightning damage (no SPD or non-compliant grounding), water ingress (non-standard install), unauthorized disassembly/modification, physical damage, wrong-wiring burns.

8. Customer Follow-up & Satisfaction

Type	Timing
Post-install follow-up	7 days after install
Post-repair follow-up	3 days after repair
Quarterly follow-up	Once per quarter
Renewal follow-up	30 days before warranty expiry

Satisfaction target ≥4.5 / 5; dissatisfaction (≤3) is handled by the after-sales lead and fed into monthly stats and improvement loop.

9. Farmer Self-check (FAQ)

What if a device goes offline?

Check last-online time: over 1 hour, go on site to check breaker trip, power LED, 4G antenna looseness; still offline → contact support.

DO shows 0 or abnormally high?

0 usually means loose sensor wire or bad cap; max usually means sensor fault. Tap "Clean now" in APP, wait 10 min; if not recovered check cable, then contact support to replace cap or sensor.

Aerator won't start in auto mode?

First see if current DO has reached the start threshold (if not, it won't start); if reached but not starting, try manual; manual works but auto doesn't → check threshold; manual also fails → check aerator and contactor.

4G signal poor, frequent drops?

APP shows signal strength; below -100dBm is poor; raise/extend the antenna or use high-gain; as last resort ask the carrier about a micro-base-station.

Will aerators stop during a power outage? Do they auto-recover?

DC48V system with storage keeps controller online; AC aerators stopping is normal, controller auto-resumes and restarts them by automatic logic after power returns — no manual action.

How often is the cap replaced?

Generally 1–2 years; replace on obvious drift or failed calibration; after replacement a saturation calibration must be run in APP or readings will be wrong.

Device problem? Remote first, then on-site

Every Kantangren system ships with a 4G remote-ops channel; most faults are located and handled on the cloud. For repair please provide device ID, fault symptom and registered phone.

Contact Support

The service commitments, ticket grading, remote-diagnostic capability, on-site safety, consumable cycle and warranty policy here come from Kantangren TAYKEE frontline service specs; spare-stock and purchase prices are internal, not public. Final terms per the signed warranty and service agreement.