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How long will your response and repair take if the equipment breaks down?
A: We implement a localized rapid-response strategy: for customers in mainland China and Taiwan, we provide remote technical support within 2 hours and on-site engineer service at major customer sites within 12 hours; with critical spare parts stocked in Xuzhou, Suzhou and Shenzhen, most issues can be resolved within 72 hours. For overseas customers, we offer support through our service center in Vietnam and our expanding network in Europe and the Americas.
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Is training on operation and maintenance provided after purchasing the equipment?
A: Yes, systematic training is an integral part of our delivery. We offer multi-tiered training programs—ranging from basic operations and routine maintenance to advanced applications—which can be conducted at our training centers in Suzhou or Shenzhen, or on-site at the client's location. Additionally, we provide comprehensive technical documentation in both Chinese and English, as well as an online knowledge base, and assign a dedicated Customer Success Manager to provide ongoing support.
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Do you offer equipment trials or prototyping services?
A: Certainly. For clients with specific requirements, we can arrange on-site equipment demonstrations or conduct sample prototyping at our application laboratories in Suzhou, Shenzhen, or Taiwan. You are welcome to bring your own IC and solutions to personally verify both the performance of our equipment and the expertise of our technical team.
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From order placement to delivery, what is the typical lead time?
A: Thanks to our dual manufacturing bases in mainland China and Taiwan, lead times for standard models can be reduced to 4–6 weeks. For highly customized, complex systems, we will provide a precise delivery schedule following a project evaluation, and a dedicated project manager will oversee the entire process to ensure transparency and full control.
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In addition to selling equipment, do you provide IC programming services on a contract basis?
A: Yes, this is exactly the advantage of our "Equipment + Service" model. We operate professional programming service centers in Taiwan, Shenzhen, Suzhou, and Vietnam, equipped with hundreds of in-house programming systems. We support orders ranging from engineering small-batch runs to mass production of millions of units, providing customers with flexible capacity and on-time delivery to ease their capital expenditure and capacity fluctuation pressures.
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What is the relationship between Hilomax and its parent company Hilosystems? Where does technical support come from?
A: Hilomax inherits Hilosystems’ 40 years of technological expertise and core intellectual property, while operating as an independent legal and business entity. We have established an independent cross-strait collaborative R&D system, and our team directly handles technical support, R&D iteration, manufacturing, and delivery for all products, ensuring rapid response to local market demands.
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The company has a state-owned background—what does this mean for our clients?
A: The introduction of state-owned strategic investment in 2021 has strengthened Hilomax’s long-term operational stability and commitment to the mainland market. It enables us to increase long-term R&D investment (such as the UFS 4.1 core technology) and better serve strategic industrial clients related to national information security and supply chain independence, laying a more solid foundation for cooperation.
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What is your pricing strategy? How does it compare to brands from Europe, the US, and Japan?
A: Our pricing is based on the total lifecycle value (TLV) we deliver to customers. Compared with leading international brands, we generally offer more competitive upfront acquisition costs. More importantly, through localized manufacturing and service, we help customers significantly reduce ongoing maintenance, upgrade, and operational expenses, resulting in a better total cost of ownership (TCO).
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How are software updates and algorithm upgrades billed?
A: We provide regular, free basic firmware and software updates to improve equipment stability. For the growing library of new IC support algorithms, we offer flexible licensing options: customers can either purchase specific algorithm packages on demand, or subscribe to our annual algorithm update service, ensuring ongoing technical support in the most cost-effective way.
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Is it possible to sign a long-term Non-Disclosure Agreement (NDA) and a Joint Development Agreement (JDA)?
A: Absolutely, and we highly encourage such in-depth cooperation. We have strict NDAs signed with many leading IC design companies. For forward-looking technologies (such as R&D on future interface standards), we can work together through JDA models to jointly develop customized testing and programming solutions, share intellectual property rights, and seize market opportunities.
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Which cooperation model is more suitable for our company, given that we have a diverse product line with many IC types but low volume per model?
A: For such a **multi-variety, small-batch** production model, we highly recommend prioritizing our **contract IC programming service**. This avoids the need to invest in a large number of equipment and algorithm licenses for many different IC models, turning fixed asset spending into variable operational costs. Meanwhile, you can benefit from the flexibility and efficiency delivered by our universal programming platforms.
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How do your equipment ensure traceability and reliability in the production of automotive-grade IC?
A: Our equipment and software systems are designed specifically to meet the requirements of automotive-grade IC. We enable full traceability of programming and test data for each IC (including IC ID, operation time, parameters, results, etc.) and generate complete reports. The high reliability of the equipment itself, together with our strict calibration system, forms the foundation for achieving "zero defects" and high yield targets for automotive IC.
