Technical Support

We provide fast and accurate support to keep field operations running.
Once an issue is reported, our engineers guide you through root cause analysis, corrective action, and prevention of recurrence.

Helpdesk
Request Demo
Product Inquiry

Support Policy

  • Support Hours: Daily 08:30–17:30 (KST)
    ※ If a separate contract applies, the contract terms take priority.
  • SLA (Standard)
    – Initial response within 4 hours: ticket confirmation, assignment, request for additional information, or temporary action guidance
    – Resolution target within 24 hours: restore normal use or provide an agreed workaround
    ※ If reproduction is not possible, on-site verification is required, customer approval is delayed, or external lead time is involved,
    the schedule will be adjusted by agreement.
  • Recommended channel: Helpdesk ticket submission (easy status tracking, history review, and attachment management)
  • Information Needed for Faster Resolution
    Customer/site/equipment (job name), occurrence time, user role, screenshots, operating environment (device/OS/network), and device information (model/serial)

Submit via Helpdesk

  • Submitting issues or inquiries via Helpdesk allows transparent tracking of progress.
  • Attaching screenshots, photos, or logs significantly improves response speed.

[ Prepare Before Submission ]
Providing the following information will help us deliver faster and more accurate support.

  • Requester’s company / contact information
  • Site and equipment information (or job name)
  • Time of occurrence / user role (administrator, supervisor, worker)
  • Error message / screenshot
  • User environment (device model / OS), etc.
Go to Helpdesk

Request a Demo

We prepare demo scenarios tailored to your site conditions, including equipment type, work method, and network environment.
Leave your request details, and we will guide you through preparation and scheduling.

Solution / Product Inquiry

We provide configuration and application guidance based on your scope, including equipment, work type, and user scale.
If you have requirements for integration (PTW / Work Order / SSO), security policy, or certification and reporting, please include them as well.

DEMO Request_EN (#6)

Basic Information

Demo Purpose / Area of Interest

Site Environment (Optional)

Schedule and Request Details

solution inquiry_EN (#5)

Basic Information

Area of Interest

Deployment Scope

Message

About Our Team

Since its founding in 1999, JiWoo Tech has built trust by placing operational stability in industrial sites as its top priority.
Today, we are actively advancing Smart ILS as a next-generation growth engine and building a safety operating system that is both executed and proven in the field.
Our technical support team resolves field issues quickly and helps prevent recurrence.

What We Do:

  • Issue intake: quickly identify symptoms and impact, then set priorities.
  • Root cause analysis: diagnose servers, web console, mobile app, and smart locks from an integrated perspective.
  • Corrective action and verification: after recovery, confirm whether the issue recurs under the same conditions.
  • Prevention guidance: provide improvement direction in terms of procedures, settings, and operating policy.
  • Operational stabilization support: improve applicability by reflecting field constraints such as network, security, and environment.

Smart ILS Operating Principles:

  • Workflow: structure field procedures step by step so nothing is missed
  • Role: clearly define responsibilities of administrators, supervisors, and workers
  • Policy: apply site rules consistently
  • Verification: confirm safe conditions such as zero residual energy
  • Records: leave history and evidence automatically to reduce risk

Looking Ahead
We will continue to integrate IoT and AI to support diverse field environments and proactively detect and manage risk signals to minimize safety incidents.

For support or operation inquiries, please use Helpdesk. For demo or product inquiries, please use the forms above.