Services
Four services answering four practical questions: how long is it warranted, who answers, who trains, and can it be built to project dimensions.
SUFN splits its service system into four parts, each with an accountable department and a checkable deliverable: warranty sets the period by category, the service network handles local response, training makes sure designers and stores can actually use the product, and custom and project services cover non-standard sizes and volume packages. Selling is only the outermost layer of the four.
1. Pre-sales: the plan comes before the model
SUFN does not quote “points multiplied by unit price”. Every residential, hospitality or commercial project starts with a lighting-hierarchy table, a colour-temperature ratio, a luminaire layout and a scene schedule issued by the lighting-design support and interior design teams, and only then becomes an orderable model and quantity list. For a standard home, a first proposal is returned within one business day of receiving the floor plan and brief.
Lighting-hierarchy table
Each space is broken into base, accent, ambient and decorative layers, with an illuminance band and a luminaire type per layer, instead of one fitting doing everything.
Luminaire layout
Position, aim and cut-out size marked for every fitting on plan and section, handed to the installer so nothing is guessed on site.
Scene schedule
Six base scenes — arrival, cinema, reading, hosting, dining and sleep — with brightness and colour temperature defined per zone, resolved continuously through 0.01% dimming depth.
Product schedule
The layout translated into an orderable model and quantity list including drivers, panels and accessories, with one numbering convention shared by project and residential orders.
2. Delivery and after-sales
- Brief and site check: confirm floor-to-ceiling heights, beams, ceiling construction, available power and control cabling, and mark the areas where nothing can be installed.
- Plan and layout sign-off: designer, lighting designer and installer freeze the layout of positions and angles.
- Sample and light-effect confirmation: custom or high-volume projects produce a sample or mock-up room and confirm distribution and colour temperature in real light conditions.
- Production scheduling and QC: standard products run on the twenty standard lines, custom products on the ten dedicated lines, with photometric and burn-in testing before dispatch.
- Delivery, installation and dimming acceptance: the installer commissions each zone against the scene schedule and signs off, with test records handed over.
- Warranty and follow-up: the product enters its category warranty period — two-hour response, closed within three working days.
After-sales is handled centrally by the customer-service team rather than relayed through the salesperson. Within warranty, faults that are not user-caused are repaired or replaced free of charge; routine claims are answered within two hours, complex faults are closed within three working days, and replacement parts ship within 48 hours. After warranty the service continues as lifetime paid repair.
3. Training and customisation
| Service | Owner | Deliverable | Key timing |
|---|---|---|---|
| Plan support | Lighting-design support, interior design | Lighting-hierarchy table, layout, scene schedule, product schedule | First proposal within one business day for a standard home |
| Delivery and commissioning | Key-account support, regional channel divisions | Luminaire schedule, commissioning records, acceptance sheet | Lead time confirmed by production schedule |
| Warranty and after-sales | Customer service | Repair tickets, repair or replacement records | Two-hour response, closed in three working days |
| Training and enablement | Channel enablement, new media | Courses, terminal camps, designer salons | Continuous calendar, bespoke corporate training |
| Custom and project | Manufacturing, project support | Sample approval, project schedule, filing documents | Per project; custom runs on the ten dedicated lines |
Let SUFN design your light environment
Send us your floor plan and design brief. Our lighting designers return a layered light plan with colour-temperature ratios, luminaire positions and a buildable product schedule within one business day.