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Service Support Request
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Problem Statement
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101-Software Support- Intial Setup & Installation:-Software Installation Request- First Installation- Free
102-Software Support- Intial Setup & Installation:Software Installation Request- Reinstallation- Paid
103-Software Support- Intial Setup & Installation:Software Installation
104-Software Support- Intial Setup & Installation:Encoder Connection and Testing
105-Software Support- Intial Setup & Installation:System Configueration
106-Software Support- Intial Setup & Installation:User Creation & Management
107-Software Support- Intial Setup & Installation:Type of Cards & Their Uses
108-Software Support- Guest Management:Issues with guest check-in and check-out procedures related to the lock system.
109-Software Support- Guest Management:Handling requests for room changes or extended stays.
110-Software Support- Card Initialization Problems:Guests unable to initialize their RFID key cards.
111-Software Support- Card Initialization Problems:Cards not being recognized by the system during initialization.
112-Software Support- Software and System Glitches:Software errors, crashes, or bugs impacting the system's overall functionality.
113-Software Support- Software and System Glitches:Data synchronization problems between the locks and the central system.
114-Software Support- Security Concerns:Unauthorized access attempts or security breaches.
115-Software Support- Security Concerns:Identifying and addressing vulnerabilities in the system.
116-Software Support- Lost or Stolen Cards:Replacing lost or stolen key cards while maintaining security.
117-Software Support- Lost or Stolen Cards:Ensuring deactivated cards can no longer access rooms.
118-Software Support- Integration Issues:Challenges with integrating the RFID lock system with other hotel management or access control systems.
119-Software Support- Integration Issues:Data transfer or communication problems between systems.
201-Hardware Installation Support- Product Remote Installation Support: Free
202-Hardware Installation Support- Product Onsite Installation Support: Free
203-Hardware Installation Support- Product Onsite Installation Support: Paid
204-Hardware Issue- Mechanical Issues: Lever Loose
205-Hardware Issue- Mechanical Issues: Lever Hanged Out/ Broken
206-Hardware Issue- Mechanical Issues: Knob Loose
207-Hardware Issue- Mechanical Issues: Knob Hanged/ Broken
208-Hardware Issue- Mechanical Issues: Lever 360 Degree Rotates
209-Hardware Issue- Mechanical Issues: Lever Jammed/ Hard to Use
210-Hardware Issue- Mechanical Issues: Knob Jammed/ Hard to Use
211-Hardware Issue- Mechanical Issues: Lever Can't Open Latch
212-Hardware Issue- Mechanical Issues: Keys Can't Unlock Latch
213-Hardware Issue- Card Access Issues: Guests unable to unlock their room doors with RFID key cards
214-Hardware Issue- Card Access Issues: Cards failing to work intermittently.
215-Hardware Issue- Card Access Issues: Cards that have stopped working.
216-Hardware Issue- Battery and Power Problems: Locks not responding due to low battery or power issues.
217-Hardware Issue- Battery and Power Problems: Frequent battery replacement requirements.
218-Hardware Issue- Battery and Power Problems: Power outages affecting lock functionality.
219-Hardware Issue- Battery and Power Problems: Battery New But No Power
220-Hardware Issue- Battery and Power Problems: Battery Case Damaged
221-Hardware Issue- Lock Malfunctions: Locks not responding to key card signals.
222-Hardware Issue- Lock Malfunctions: Locks becoming unresponsive, requiring manual entry or reset.
223-Hardware Issue- Lock Malfunctions: Errors or inconsistencies in lock status reporting.
224-Hardware Issue- Key Card Wear and Tear: Key cards becoming worn or damaged, affecting their functionality.
225-Hardware Issue- Product Repair/ Replacement RequiredUnder Warranty
226-Hardware Issue- Product Repair/ Replacement RequiredNon Warranty- Other Issues
301-Other Issues- Environmental Factors: Environmental conditions (e.g., extreme temperatures, humidity) affecting lock performance.
302-Other Issues- Maintenance and Cleaning: Regular maintenance and cleaning to prevent lock issues caused by dirt or debris.
303-Other Issues- Product/ Part missing in package during Dispatch:
304-Other Issues- Product/ Part faulty / Quality Issue:
305-Other Issues- Dispatch Related Issues:
306-Other Issues- Payment Related Issues:
307-Other Issues- Service Blocked:
308-Grievances- Customer Requires Escalation for continued dissatisfaction
Item Name
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XS1100 - Tuchware RFID Smart Lock For Hotel
TW8088- Tuchware RFID Smart Lock For Hotel
TW8001- Tuchware RFID Smart Lock For Hotel
TW9001- Tuchware RFID Smart Lock For Hotel
XS3500 - Face recognition (FR)
XS3500 - Video Door Bell (VD
XS3500 - Wifi (WF)
XS3500 - RIM lock (RM)
XS3500 - Dead Bolt Lock (DB)
TW3200 - Smart lock for Home
TW3300 - Wooden Door Lock (WD)
TW3300 - Access Control Lock (AC)
XS3300 - Glass door lock (GD)
XS-3600-PD-Fingerprint Padlock
XS-3600-WL-Fingerprint Wardrobe Lock
XS-8099-RF-RFID Smart Wardrobe Lock
Digital SAFE LOCKER 350x250x250mm(21L)
Digital SAFE LOCKER 420x370x220mm(34L)
Digital SAFE LOCKER 350x350x450(55L)
Encoder (TWHENC8088)
DND (Control Pannel)
DND (Display Pannel )
SH-100 Smart Door Bell
SH-200-Smart WiFi Camera 1080p-Tuya
SH-300-Smart Switch Module 10A-Tuya
SH-400- Smart Socket 10A-Tuya
SH-500-Door Window Sensor-Tuya
SH-600-Motion Sensor-Tuya
SH-700-Smoke Sensor Alarm-Tuya
SH-800-Smart Home Control Panel
Energy Saver | XS Solution (ESNP8940)
Energy saver (ESP8040)
Tuchware Hotel Lock Software – Advanced XS Locking System Management
Energy Saver Switch (Mifare) | Programmable
TWHENC8001 Encoder
TWX200210X-Elevator Controller XS-BLE
TWX200211X- ENCODER-XS1100BLE
TWX200212X- Gateway (8Floor- BLE-XS-G2)
TWXS11S70- Data Collector Card
Tuchware AMC Plans
RFID Card for (TW8088)
RFID Card (TWBLEXS11S50)
Site Visit Product
XS1100 Spare Parts
TW8088 Spare Part
TW3200 Wooden Door Lock Spare Parts
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