Service & Support

We are committed to building on quality, ensuring success through expertise, connecting with you via service, and achieving total satisfaction.

Service & Support

Service Level Agreement(SLA)

  • Accelerated
    Rapid Response & Efficient Recovery

    We guarantee fast recovery times based on fault severity: 1 hour for Critical issues, 2 hours for Major, 4 hours for Moderate, and 24 hours for Minor.

    Timely Spare Parts & Repair

    Our network of regional spare part depots ensures quick access to replacements, drastically reducing your business downtime during hardware failures.

    Proactive Inspections & Technical Support

    Get 7*24 support with immediate phone response, remote help within 2 hours, and on-site engineers within 24 hours. We also perform quarterly and pre-holiday deep inspections to prevent issues.

  • Specialized
    Certified Experts, Deep Expertise

    Our experts are equipped with deep industry knowledge and key certifications. They master DNS technology and business applications, and are proficient in core areas like networks, operating systems, and databases.

    Telecom-Level Standardized Support

    We maintain operational support standards at the level demanded by telecom carriers. Our managed services include standardized software updates, patches, and maintenance guidance.

    Secure Operations & Empowered Teams

    All our operations follow strict security protocols. We complement our secure service delivery with thorough customer training, empowering your team to strengthen its overall security defenses.

  • All-inclusive
    End-to-End Major Event Assurance

    For critical events, we deliver full-scope support to ensure flawless performance. Our services include system health checks, configuration tuning, 7*24 remote monitoring, regular reporting, and rapid incident resolution.

    Proactive Emergency Preparedness

    Our team works with you to conduct regular disaster recovery exercises, building readiness for emergency scenarios and ensuring a rapid, coordinated response to any unexpected system failure.

    Expert Compliance Guidance

    We provide customized compliance reports and dedicated support, helping you navigate complex regulatory requirements and strengthen your compliance posture.

  • Proactive
    Multi-Layer Support Structure for Rapid Resolution

    Our support system integrates local, regional, and central R&D teams into a single, efficient matrix. This ensures a rapid response and a streamlined path from issue discovery to solution.

    National Coverage, Local Expertise

    Our extensive network of local offices across China delivers timely, on-the-ground support wherever you are, backed by strong service management and customer response procedures. For our international clients, this same standard of support is delivered through our network of professional and certified local channel partners.

    Proactive Monitoring to Ensure Stability

    Our routine and preventive maintenance services include scheduled health checks of your system's software and hardware. We find and fix potential problems early to maintain optimal system performance and prevent disruptions.