Manual Service Entry

Entrance to Xiangong Intelligent's Official Website

For technical support consultation and work order submission, please visit https://cn.seer-group.com/. You can ask questions and submit work orders in the dialogue box located at the lower right corner.

How to Log into an Account

Click on the user icon located in the upper right corner to log in.

Entrance to Xiangong Smart WeChat Public Account

Firstly, it is important to note that you need to follow our WeChat public account. To do so, simply search for "Xiangong Intelligence" in the WeChat public account search bar. Once you have followed our account, you can access the dialogue page.
2. On the dialogue page, you will find "Consult Customer Service" in the lower right corner. Click on this to enter the question consultation dialogue.

Enter WeChat Video Number

To begin, open your WeChat video account and search for "Xiangong Intelligent". Once you've entered the homepage, you'll be able to see the "customer service" option. Click on it to ask any questions you may have.

Submit Work Order

Entry for Submitting Work Orders

Note: Currently, only work orders can be submitted on Xiangong Intelligent's official website. Other manual service portals can only be used to ask questions.
First, make sure you log in to Fairchild Intelligence's official website. If you don't have an account, please refer to How to Create a Work Order Account.
2. Open the dialog page and you will see the "submit work order" button. Click it and select the corresponding work order according to the problem you need to solve.

3. Click on the work order in the conversation to view the processing progress of the work order, or you can find it in the work order history to view the processing progress of the work order problem.

Rules for Submitting Work Orders

Firstly, to expedite problem resolution and minimize communication costs, it is imperative to adhere to the work order submission guidelines. These guidelines are contingent upon the type of work order.

Technical Support Work Order

Firstly, the topic description should state the general problem, such as:how to adjust the distance for robot obstacle avoidance? Orthe robot suddenly rotates in place, triggering obstacle avoidance.
2. You need to provide some key information in the description to assist:
(1) The time when the problem occurs, and the approximate time period when the robot experiences the problem.
(2) The location of the robot problem and the location of the site on the map.
(3) The name of the robot, which is the content filled in by RobotName in the robot parameter configuration.
(4) Description of problems and faults, whether there are error reports, whether faults occur after operation, and what state the robot presents.
(5) If the robot is under the control of the scheduling system, it is necessary to provide the order number that is being executed when the problem occurs.
Thirdly, when submitting attachments, the most important thing for Fairy Intelligent personnel to identify the cause of the problem is the log, so the attachment must include the robot log. If the intelligent scheduling system is used, logs of the scheduling system are required. If you do not know how to obtain logs, please refer to How to Obtain Logs.

Product Maintenance Work Sheet

Firstly, the topic description should state the general problem, such as: navigation laser disconnection and error.
Secondly, you need to provide some key information in the description to assist with troubleshooting:
(1) The time when the problem occurs, and the approximate time period when the robot experiences the issue.
(2) A detailed description of the problem and any faults, including whether there are error reports, whether faults occur after operation, and the current state of the robot.
(3) Fill in any other required fields as necessary.
Finally, please upload logs and photos of robot or other sensor faults in the attachment section to aid in identifying the root cause of the problem.

Booking Service Work Order

1. Select remote assistance or on-site service based on your specific needs.
2. Provide a detailed description of when, where, and what type of assistance is required. Once submitted, our team will contact you to discuss further.