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中国银行XX省分行系统维护服务建议书XX信息技术（北京）有限公司http://www.abs.com.cn2002年4月目录一、公司介绍........................................................................................................................1二、服务模式........................................................................................................................3三、服务范围和内容............................................................................................................43.1系统现状....................................................................................................................43.1.1系统及应用状况...............................................................................................................43.1.2系统问题...........................................................................................................................63.2服务范围....................................................................................................................63.3服务内容....................................................................................................................73.3.1标准维护服务...................................................................................................................73.3.2可选择的服务...................................................................................................................83.4针对XX中行非核心业务系统的特别服务............................................................93.5特别声明条款.........................................................................................................10四、服务方式.......................................................................................................................114.1初次检查..................................................................................................................114.2现场培训..................................................................................................................114.3客户服务中心（Call-Center）...............................................................................114.4客户服务管理系统（HelpDesk）.........................................................................114.5现场服务..................................................................................................................114.6定期巡检服务..........................................................................................................124.7备件服务.................................................................................................................124.8WebSite...................................................................................................................124.9远程服务..................................................................................................................124.10加强型服务............................................................................................................12五、服务流程和规范..........................................................................................................145.1电话服务..................................................................................................................145.2现场服务......................................................................................