At Celadon, our partnership extends far beyond product delivery. We understand that in the B2B ecosystem, supply chain stability and continuous technical support are critical to your operational success.

Guided by our stringent internal Quality Procedures (QP), Celadon provides a structured, efficient, and transparent after-sales framework. We are fully committed to mitigating risks and ensuring your business continuity as a trusted long-term strategic partner.

I. Our Service Commitments (QP-Based Standards)

We translate our rigorous quality control procedures into measurable business trust:

• Efficient Response Mechanism (SLA): Upon receiving a support request via our system, our dedicated technical team or Account Manager (AM) will conduct an initial assessment and respond within 24 hours.

• Factory-Certified Technical Evaluation: All product inspections, diagnostics, and repairs are performed by certified Field Application Engineers (FAE) in strict accordance with QP standards, ensuring data accuracy and compliance.

• Closed-Loop Case Management: Utilizing our comprehensive tracking system, the entire lifecycle of your request—from log-in and inspection to Root Cause Analysis (RCA) and final delivery—is fully documented and transparent.

II. Standard Support Process

To minimize system downtime, our after-sales workflow is streamlined into four compliant steps based on our QP guidelines:

[1. Ticket Creation] ──> [2. Contract & TDS Review] ──> [3. Inspection & RCA] ──> [4. Verification & Delivery]

1. Ticket Creation & Logging Submit your technical support request via our portal or contact your dedicated Account Manager. Please provide the Project Contract Number, Serial Number (S/N), or TDS (Technical Data Sheet) Reference to expedite the intake process.

2. Contract & Technical Specification Review Our engineering team will immediately cross-reference your specific Commercial Contract and TDS to align with the agreed warranty scope and Service Level Agreements (SLA), ensuring a precise and compliant resolution.

3. Standardized Inspection & RCA (Root Cause Analysis) Evaluation will be conducted either on-site or at our QP-compliant laboratory environment as stipulated in the agreement. When necessary, we provide Root Cause Analysis to assist in system application optimization.

4. Quality Verification & Delivery All repaired or replaced products must pass 100% of our internal Quality Control (QC) outgoing inspection before dispatch. Units will be delivered alongside corresponding test reports to ensure seamless re-integration into your operations.

III. Warranty & Contractual Terms (By-Case Policy)

We uphold the highest standard of contractual integrity. Because our B2B projects and product applications are highly customized, warranty terms are managed as follows:

• Customized Warranty Terms: Given the specialized nature of Celadon’s B2B solutions, specific warranty periods, liability boundaries, and unique service terms are governed exclusively by the "Formal Contract" or the "TDS" executed between both parties. Celadon strictly adheres to these customized provisions to protect mutual interests.

• Out-of-Warranty (OOW) & Extended Services: Issues resulting from force majeure, environmental anomalies, unauthorized system modifications, or requests exceeding the stipulated warranty period in the Contract/TDS will be classified as Out-of-Warranty. Celadon will provide a transparent quotation based on QP standards. Services will proceed upon the execution of a Change Order (CO) or written quotation confirmation.