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Regional Support

Leiyang operates from our headquarters in Guangzhou, China, with dedicated support for Middle East clients. Our international team covers Gulf Standard Time (GST, UTC+4) business hours for inquiries, consultations, and after-sales coordination from the region.

For on-site deployment, installation, and training, our engineering team travels to your location. For technical support and troubleshooting, we provide remote assistance within 4 hours and on-site response within 24 hours for clients under a service agreement.

Frequently Asked Questions

What trade terms do you offer for international orders?

We support standard Incoterms including EXW (Ex Works) and CIF (Cost, Insurance & Freight). EXW pricing applies when you arrange your own freight forwarding from our Guangzhou facility. CIF pricing is available to your designated port, with shipping and insurance arranged on your behalf. Specific terms are confirmed per quotation based on order size and destination.

What is the typical lead time after order confirmation?

Standard product configurations ship within 30–45 days after order confirmation and deposit receipt. Custom-configured solutions — including scenario development, branding, or large-scale deployment — follow a project-specific timeline agreed in the contract. We provide a detailed production schedule upon order confirmation.

How do you handle spare parts and consumables?

We maintain a comprehensive spare-parts inventory for all products we manufacture. Standard replacement parts ship within 7 working days from order receipt. For clients under a service agreement, we can pre-position a spare-parts kit at your location to minimize downtime. A recommended spare-parts list is included with every equipment quotation.

What is your after-sales response time?

Our after-sales support operates on three tiers: remote technical support responds within 4 hours during business hours (via WhatsApp, email, or a remote desktop session); on-site support deploys to your location within 24 hours of a confirmed fault diagnosis for clients under a service agreement; standard spare parts ship within 7 working days.

What does the warranty cover?

All equipment carries a 3-year warranty from the date of installation and acceptance. The warranty covers manufacturing defects, hardware component failure, and software functionality. Consumable items (such as VR controller grips, hygiene masks, and projector lamps) are excluded but available as spare parts. Extended warranty options are available on request.

Do you provide installation and operator training?

Yes. For all equipment orders we include commissioning support and operator training. Our engineers supervise installation, verify system functionality, and train your on-site team on daily operation, basic troubleshooting, and routine maintenance. Training materials (user manuals, quick-start guides, and video tutorials) are provided in English. Additional training sessions can be arranged under a separate service agreement.

Can solutions be customized for our specific training requirements?

Yes. Beyond our standard scenario library, we develop custom training modules tailored to your specific equipment, facility layout, operating procedures, and regulatory requirements. Custom development follows a structured process: requirement analysis, scenario design, content production, on-site validation, and handover with training. Lead time for custom scenarios is quoted per project.

How do you handle software updates and content upgrades?

Platform software updates (security patches, performance improvements, feature enhancements) are provided to all active clients. Scenario content updates and new module releases are available as add-ons. Clients under an annual support agreement receive priority scheduling for content updates and discounted rates on new scenario purchases.