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service policy
Technical Service & Support Policy
1. Pre‑sales Technical Consultation
Product Selection Support
| Product Series | Applicable Standards | Application Scenarios |
|---|---|---|
| Steel Fire‑rated Doors | UL 10C / EN 1634‑1 / BS 476 / AS 1530.4 | Fire compartments and evacuation passages for various buildings |
| Steel Medical Airtight Doors | EN 12207 Class 4 / ISO 14644 | Clean‑room corridors, patient wards, operating rooms |
| Steel Radiation‑shielding Doors | 1‑3 mmPb Lead Equivalent | X‑ray rooms, CT rooms, radiology departments |
| Steel Acoustic Doors | Rw 35‑45dB (ISO 10140) | ICU, NICU, audiometry examination rooms |
| Steel Antibacterial Doors | ISO 22196 (Antibacterial Rate ≥99.9%) | Operating rooms, sterile zones |
Drawing Development & Solution Design
Provide CAD / PDF detailed drawings including opening confirmation, installation details and elevation layout.
Conduct technical coordination with overseas design institutes, EPC general contractors and consulting firms.
International Certification Compliance Guidance — Core Advantage
| Certification | Standard | Applicable Regions |
|---|---|---|
| UL Certification | UL 10C / UL 1784 | USA and global markets recognizing UL standards |
| CE Certification | EN 1634‑1 / EN 16034 (CPR Regulation) | EU and European Economic Area |
| BS Standard | BS 476 Part 22 | UK, Middle East, Southeast Asia |
| EN/ISO Standard | EN 1634‑3 / ISO 3008 | Global availability (test reports available) |
2. Technical Support for Custom & Non‑standard Orders
2.1 Steel Door Structure Customization
| Custom Item | Available Options |
|---|---|
| Steel Plate Thickness | Leaf: 0.8‑1.5mm / Frame: 1.2‑2.0mm |
| Door Leaf Thickness | 40mm / 45mm / 50mm / 70mm |
| Infill Material | Perlite board / Aluminium silicate wool / Rock wool (fire‑rated) / Honeycomb paper (light‑duty medical use) |
| Door Frame Type | Plain frame / Rebated frame / Single folded edge / Double folded edge / Welded frame / Assembled frame |
| Non‑standard Dimensions | Max. single‑leaf: 1500×3500mm / Max. double‑leaf: 3000×3500mm |
| Vision Panel / Louver | Custom shape, size and position per project |
2.2 Surface Finish Customization
| Process | Application | Color Reference |
|---|---|---|
| Electro‑static Powder Coating | General‑purpose / Fire‑rated doors | Full RAL / Pantone range |
| Medical Antibacterial Coating (ISO 22196) | Medical door series | RAL (light colours recommended) |
| Fingerprint‑resistant Coating | Stainless‑steel medical doors | Natural stainless‑steel finish |
| Wood‑grain Heat Transfer / PVC Lamination | Ward doors / Senior‑care facilities | Multiple wood‑grain options |
2.3 Hardware System Matching
3. Export Packaging & Logistics Support
Special‑purpose Export Packaging for Steel Doors
ISPM 15 compliant fumigation‑free plywood crates or steel‑reinforced crates
Internal EVA foam cushions and corner protectors; door leaves and frames packed in separate crates
Hardware individually packed with item marking; vision panels / glass packed in dedicated separate crates
Bilingual shipping labels on outer crates showing crate No., gross/net weight, and “MADE IN CHINA”
Marine Environment Protection
Wrapped with VCI anti‑rust film for salt‑fog and high‑humidity resistance (anti‑rust validity ≥ 60 days)
Crate bottom elevation, top rain‑proof membrane and sealed joints
Desiccant packs or humidity indicator cards available upon request
Customs Clearance Technical Support
Detailed packing list (model, quantity, gross/net weight, dimension per crate) + draft commercial invoice
Support for applying for Certificate of Origin (CO / FORM E etc.)
HS code classification suggestion, container loading photos and review assistance for full set of marine documents
4. Installation Technical Guidance
Remote Video Guidance (Standard Service)
Technical Documentation
| Document | Content | Language |
|---|---|---|
| Steel Door Installation Manual | Step‑by‑step illustrated operation (frame assembly → opening fixing → leaf hanging → hardware fitting → sealing → commissioning) | Chinese / English / other languages on request |
| Installation Detail Drawings | Connection details for different wall types (concrete / blockwork / light‑gauge steel / steel structure) | Bilingual Chinese‑English |
| Exploded‑view Drawings | Component assembly relationship and parts list | Multi‑language labelling |
| Hardware Adjustment Guide | Adjustment instructions for door closers, hinges, locks and gaskets | English‑primary |
| UL / CE Label Application Guideline | Specification for certification label placement (incorrect placement causes inspection failure) | Bilingual Chinese‑English |
On‑site Engineer Dispatch
5. After‑sales Quality Assurance & Response
Warranty Period
| Component | Warranty Term |
|---|---|
| Steel door body (fire‑rated / medical doors) | 5 years |
| Vision panel glass (fire‑resistant / radiation‑shielding) | 5 years |
| Surface coating (powder / antibacterial) | 3 years |
| Matching hardware (closers, locks, hinges, panic devices) | 2 years |
| Automatic door operators & control systems | 2 years |
| Sealing gaskets | 1 year |
Spare‑parts Supply
For quality‑related defects within warranty: free spare‑part replacement including international ocean freight.
Post‑warranty: original spare‑parts (door bodies, gaskets, hardware, automatic door assemblies etc.) guaranteed available for 10 years.
Spare parts can be consolidated into existing container shipments to minimise logistics costs.
Response Mechanism — Three Core Commitments
| Commitment | Details |
|---|---|
| 48‑Hour Response | Diagnosis and solution issued within 48 hours upon receipt of written feedback (photos / videos). |
| Tiered Issue Handling | Class‑A functional safety failure → immediate replacement parts dispatch; Class‑B mechanical defect → spare‑parts supply plus repair instructions; Class‑C cosmetic issue → remedial repair guidance. |
| Free Replacement | Faulty components confirmed as quality defects will be delivered free‑of‑charge to designated port including ocean freight. |
Warranty Contact Channels
| Channel | Contact | Remarks |
|---|---|---|
| After‑sales Email | Jasonzhong5088@gmail.com | Attach photos / videos, project No. and contract No. |
| WhatsApp / WeChat | +86‑18916215108 | 7×24‑hour urgent support |
| Technical Hotline | +86‑18916215108 | Working days 08:00‑18:00 (Beijing Time) |
Warranty Exclusions
Marine damp damage or handling collision (marine insurance is recommended)
Installation not performed in accordance with installation manual
Burnt‑out electric equipment caused by mismatched power supply voltage
Vandalism or unauthorised modification
Coating / gasket corrosion caused by improper disinfectant usage
Accelerated ageing under extreme climate (advise installation environment at order placement)
| Normal consumable wear (surface scratches, natural gasket ageing etc.)
6. Technical Knowledge Base
UL / EN / BS Standard Comparison Manual for Steel Fire‑rated Doors
Market Access Regulation Quick Reference for Fire‑rated Doors of Target Regions
Medical Steel Door Disinfection & Maintenance Guideline (approved & prohibited disinfectant list included)
Illustrated Troubleshooting for 10 Common On‑site Installation Issues of Steel Doors
Installation Key Points Comparison for Door Frames on Different Wall Types
Hardware System Fault Diagnosis & Quick Repair Manual
Compilation of Technical Solutions for Overseas Project Cases
