Technical Support

For technical support or inquiries on purchased equipment, email us at tom_wang@itbase.com.cn. Provide your company name, purchase date, and waybill number. Our diagnostics take 2-7 days, with repairs usually completed within 7-30 days. Warranty applies to undamaged, properly marked equipment within the coverage period, excluding wear parts.

If you have any questions related to technical support and advice on the use of equipment purchased from us, please contact your personal manager or mailtom_wang@itbase.com.cn

When applying for technical support, please state the essence of the issue in as much detail as possible, indicating a specific error (malfunction). And also describe the order of actions (or events) as a result of which, in your opinion, this situation occurred.

Engineers and the best specialists of our company will be happy to help you and answer all your questions. When applying, please indicate the name of your company, the date of purchase of the equipment and the number of the consignment note.

In case you need technical documentation for the purchased equipment and other related materials, please also contact technical support e-mail.

Service Center Maintenance Time

  • Equipment diagnostics:
    2 to 7 business days
  • Repair work:
    from 7 to 30 working days*
    *In case the Service Center does not have the necessary spare parts, the repair period may be extended by the delivery time of spare parts.

Conditions for acceptance of warranty equipment by the service center:

  • Only within the warranty period calculated from the date of purchase of the equipment;
  • With the mandatory presence of a serial number on the body of the equipment;
  • If the seal (warranty sticker) is intact;
  • In the presence of consignment notes (TORG-12) signed by the buyer and the supplier.

Does not apply to equipment:

  • with mechanical damage;
  • subjected to unauthorized opening and repair;
  • with an expired or undocumented warranty period;
  • failed as a result of violation of the requirements for the operation of equipment listed in the instructions and other documentation;
  • exposed to the unacceptable impact of adverse external conditions;
  • modified or otherwise tampered with by the Recipient;
  • with damaged markings that do not allow you to identify the serial number of the product.

They also do not apply to:

  • Adjustment and adjustment of equipment;
  • Parts subject to wear depending on the intensity and operating conditions;
  • Parts subject to normal wear and tear.