With over two decades of industry experience, TONLY has a global installed base of 70,000+ units, including 8,000 overseas. Our operations span extreme mining environments—deserts, plateaus, rainforests and frigid zones. Moving beyond the conventional break-fix model, TONLY practices full-lifecycle equipment service, engaging with customers before delivery. Prior to handover, we conduct standardized training on operation, maintenance and safety, and develop customized operating procedures tailored to local mining conditions. Post-delivery, on-site teams perform preventive inspections and condition monitoring to detect faults early, shifting from reactive repair to proactive maintenance.

TONLY has built a comprehensive global service network around six core pillars: on-site mining services, unified global service standards, a four-level spare parts response system, extensive local presence, full-chain value-added services, and intelligent O&M platform capabilities. Through a "Global Support, Local Response" model, we collaborate with global distributors to establish a four-level spare parts allocation system. Regional central warehouses and forward stocking locations ensure shorter parts lead times. With uniform service standards applied worldwide, we provide end-to-end value-added services spanning equipment selection, commissioning, O&M and machine refurbishent.

On the digital front, TONLY leverages the TONLY Cloud TIMS Platform and AI-powered intelligent O&M system to deliver proactive services. The system captures real-time operating data to identify potential failures and pre-position personnel and spare parts. Mine managers can access equipment energy consumption and maintenance data online to optimize fleet operations digitally. TONLY is continuously expanding its global digital infrastructure to achieve seamless data connectivity across equipment, inventory and workforce scheduling.

TONLY CARE has released four quantifiable service standards:

1. Equipment Availability Guarantee: Equipment availability rate ≥ 92% within the warranty period;

2. Rapid Response Guarantee: Remote technical support response within 15 minutes; on-site service staff arrive at the mine within 2 hours;

3. Spare Parts Supply Guarantee: Coverage rate of core spare parts worldwide ≥ 90%;

4. Fault Resolution Guarantee: Minor faults closed within 12 hours, general faults within 24 hours, major faults within 48 hours; fault resolution compliance rate ≥ 90%.

The launch of TONLY CARE marks a new phase of TONLY’s global service strategy. Going forward, we will continue to expand global service networks, upgrade intelligent O&M technologies and strengthen local service teams. We will honor all service commitments and cooperate with global customers via professional full-lifecycle services to build a sustainable mining operation system.