Procedures

ChinaNetCloud provides world-class server and system support services in a wide-variety of areas, all backed by our Expert Support Promise. These are provided continuously by our trained staff, including all continuous monitoring and emergency customer requests.

We have world-class procedures for everything - hundreds of them.

• Written Procedures for Every Task
• Escalation Procedures
• Advanced Ticket Mgmt System
• Daily Task and Priority Management
• Configuration Tracking and Change Detection
• QA Process for Key Task
• Extensive System Documentation
• Weekly calls & monthly reports    

Troubleshooting & Management 

Respond to alerts

- Fix critical problems

- Emergency fixes & troubleshooting

- Service restarts

- Business Day Support

Business Day Support is during our normal business hours from 9:30am – 6:00pm, China time. These services includes all of the 24x7 Support items above, plus the following, including all non-emergency customer requests:

- Basic Items Configuration changes

- New software installation

- Os updates

- Server software updates      

Backup changes

Disk space management

Performance tuning

System optimization

- Security

- User management

- Firewall management

- Security log review

- Respond to unplanned changes

Security configuration Improvement

Performance monitoring

Backup verification