FAQ

Frequently Asked Questions
When does ChinaNetCloud provide support?

As your Operations Management Service Provider, ChinaNetCloud provides 24/7 support with the following stipulations:

  • Full Operations support including pre-production project support is provided during business hours from 9:30 am to 6:00 pm., not including standard Chinese holidays.
  • Support during non-business hours is limited to emergencies and urgent issues unless Operations are scheduled with our team ahead of time.
How do I Utilize ChinaNetCloud Support?

One of the most common and important things you will do is to use our support systems. You will do this whenever you want us to do something or when you have a problem. We will also use this system to communicate with you.

Our support teams generally work on three types of activities:

  • System Alerts or Customer Problem Reports – If you discover problems, tell us 24x7 (if they are serious) or during business hours (if not serious). If you or our monitoring systems tells us about problems we will create tickets, notify you, and tell you approximately when the problem should be fixed.
  • Customer Change Requests – When you want us to do or change something, tell us during business hours. We will create a ticket for you and tell you approximately when it should be completed. See the following page for more information on these requests.
  • Customer Projects – These are non-critical projects including setup that we do for customers. See the following page for more info on projects.

For any of these items, please contact us via the following methods:

  • Email to Support@ChinaNetCloud.com – this is always the best way to contact us.
  • By Phone:

- Business Hours: +86 (21) 6422-1946
- Nights or Weekends: 400-6180024
- MSN at Support@ChinaNetCloud.com (Not Always Available)

When a customer email is sent to support@chinanetcloud.com, our email system automatically creates a ticket that is assigned either to the engineer on duty, or to a customer-specific team. Shortly after ticket assignment, you would receive an email from the engineer confirming receipt of your ticket, and that we have begun working on your request. Upon resolution of the issue, another email another email would be sent to you to let you know immediately.

Please note that outside of normal business hours, our standard procedure is to handle your request the following working day. However, if your request is urgent, please reply to the automated email and write "URGENT" in the email subject. Our engineering team would get back to you as soon as possible, escalating the issue to a senior engineer if needed.

If our monitoring system detects an error with your systems, a ticket would be created by our support team, and assigned to the duty engineer to resolve. You would also receive an automated email to alert you to the situation, and a second email after our engineering team has resolved the problem.

At the start and end of every working day, our support team meets to review all system alerts and customer emails from the previous work shift to discuss if any issues require any additional follow up.

If you send us email, especially to a individual person, ALWAYS CC: Support@ChinaNetCloud.com so we are sure to receive and manage your important messages.

What Systems Are Supported?

In order to provide world-class services, ChinaNetCloud focuses on the most common servers, services, and technologies in use on the global internet today.

supported-systems

Fully Supported Systems

Listed below are the fully-supported systems, managed by our trained Operations Team. These are included in your monthly support contract at no extra cost.

  • Dell PowerEdge servers
  • Cisco ASA 5500 series firewalls
  • Cisco Catalyst switches (29x0 and 3x50)
  • Linux – RedHat/Centos 5.x or Debian 5.x
  • HA Proxy, LVS, Perlbal
  • MySQL 5.x
  • Memcache
  • Apache, Lighttpd, and NginX
  • PHP
  • Squid and Varnish

Partially Supported Systems

Listed below are partly-supported systems. For these systems, we provide the best support we can, but may not have optimized configurations. In some cases, extra hourly charges may apply.

  • Linux versions other than RedHat, Centos, or Debian Server
  • OpenVPN
  • Java, Tomcat, and JBOSS
  • PostgresSQL
  • Oracle database
  • MySQL Proxy
  • MySQL version 4.x
  • Non-Tomcat Application Servers
  • Languages other than PHP and Java

Minimally-supported Systems

Listed below are minimally-supported systems. We can help make sure these are running and so some monitoring, though our ability to manage each varies and should be discussed.

  • Windows Servers
  • Solaris Servers
  • FreeBSD
What is the Expert Support Promise?

Providing you with Expert Support is not just something we say. It is at the core of everything we do. It is who we are – and what makes us different. We realize how hard you work to develop your site, and the challenges you face in running it.

No matter if you are big or small, we promise to:

  • Provide World-Class, Expert Support.
  • Listen to all of your input, concerns, and feedback.
  • Provide the best advice on system architecture.
  • Provide you with World-Class Systems and Configurations.
  • Strive for 100% Customer Satisfaction.
  • Be independent, only working for you. We will never accept fees from vendors.
  • Provide the skilled and expert Engineers to solve your problems.
  • Tell you everything, good and bad, about your systems.
  • Maintain out strict Service Level Agreement (SLA) 24x7.
  • Take ownership and responsibility for maintaining your system.
  • Be there when you need us, 24x7.
What Exactly Does 24x7 Support Entail?

ChinaNetCloud 24x7 support is for production servers that need constant availability. The following support items are provided continuously by our trained staff, including all continuous monitoring and emergency customer requests. 24x7 support provides the following features:

Monitoring:

  • 200+ Points Near Real-Time Monitoring
  • Web Page Monitoring
  • Database and Replication Monitoring
  • Special and Custom Monitoring

Troubleshooting and Management:

  • Alert Response
  • Critical Problem Fixes
  • Emergency Fixes and Troubleshooting
  • Service Restarts
What is Business Day Support?

Business Day Support is available from 9:30am to 6:00pm, China Standard Time. These services include all of the 24x7 support items above, plus the following to include all non-emergency customer requests:

Basic Items:Security:
 - Configuration Changes

- New Software Installation
- OS Updates
- Server Software Upgrades
- Backup Changes
- Disk Space Management
- Performance Tuning
- System Optimization

- User Management
- Firewall Management
- Security Log Review
- Respond to Unplanned Changes
- Improve Security Configuration
 Monitoring: Other:
 - Performance Monitoring
- Backup Verification
- General Log Review
 - Coordinate IDC Changes and Issues
- Coordinate Hardware Vendors and Issues
- Data Encrypted and Backed-Up Off-Site Daily
Will ChinaNetCloud push code for customers?

We do not push or move code, content, or data in a customer's system. This is because most customers want to do this themselves as we are not familiar with their code, and we have no way to properly test any changes. We are happy to support your developers and DevOps processes, but depend on you to handle the code update and push process.

Does ChinaNetCloud perform Database Administration Services?On an Operations level, we manage and optimize performance, configuration, and import/export databases as needed while also monitoring and troubleshooting any issues that we may find.

On an Operations level, we manage and optimize performance, configuration, and import/export databases as needed while also monitoring and troubleshooting any issues that we may find.

What types of security measures can I expect to see?

Security is extremely important to us and we only use world-class security methods to protect your servers and data. As part of this, we have several general rules we follow:

  • Never send passwords in email - It is much safer to use an encrypted password file from Keepass and/or send passwords by SMS.
  • Control file permissions – We will discuss this with you to avoid lots of risk problems with typical web applications.
  • Control running users – We will discuss this with you to avoid risk when running Linux services.
  • Never use ftp or telnet – We always use ssh and sftp where possible to reduce security risks.
  • Restrict server access to your office or VPN – We try to limit server management to your office or other fixed IP addresses or VPNs to reduce security risks.
  • Never share users – We always create a separate user for each person to increase security and to be able to audit who has accessed or changed servers.

ChinaNetCloud engineers login from a SSH gateway with LDAP authentication, all other users use specific ports to ssh.

A ChinaNetCloud security logging agent on each customer server will track each command that you run. All system commands are logged as the example below and copies made on a secure remote server (security vault).

Log Track Example:

Sep 14 14:16:25 srv-example-web1 ncadmin: PPPID=6513 REMOTE_USER = peter, [root@srv-example-web1 /root]# w
Sep 14 14:16:45 srv-example-web1 ncadmin: PPPID=6513 REMOTE_USER = peter, [root@srv-example-web1 /root]# last | head
Sep 20 16:06:36 srv-example-web1 ncadmin: PPPID=21662 REMOTE_USER = michael, [ncadmin@srv-example-web1 /home/ncadmin]$ sudo su -
Sep 20 16:06:45 srv-example-web1 ncadmin: PPPID=21662 REMOTE_USER = michael, [ncadmin@srv-example-web1 /root]# uptime

Note: Some of these practices may be new to some users. Our engineers will help you with these best practice security procedures.

SSH Access to Servers
Customers can access their servers via ssh command line only. For security reasons, this is usually restricted to the customer's office IP addresses, unless the ssh port is changed or a VPN is used.

FTP Servers
FTP servers are not supported for security reasons. Instead, customers should use sftp which has the same or better functionality.

Security Exceptions
Under certain circumstances, customers may choose not to follow the ChinaNetCloud security policies and recommendations. In this case, ChinaNetCloud will issue an official Security Exception Notice to the customer summarizing the details and possible security issues. Please sign/chop and return the notice.

What types of documentation procedures are utilized?

Our Operations teams maintain strong documentation on all of your systems, updated as needed, to include diagrams, software lists, etc. We can provide this to you at your request.

Configuration File Version Control
Our Operational systems include a custom version control system for configuration files. We use this to track the history of all important files on a system. During normal system setup or deployment, our team will make version entries for all important files on your system, including the OS and all important services such as DNS, ntp, DB, web, and other systems. We can provide these files, their history, and other information at your request.

Backups
Our standard backup system uses custom scripts to make backups of your databases and certain web data, as discussed during system setup. This data is compressed, encrypted, and sent daily to specified secure backup storage servers. Different customers and systems are backed up in different ways, and information, backups, and reports can be provided at your request. See the Backup requirements worksheets for additional information.

Why does ChinaNetCloud use HAProxy instead of Nginx or httpd?

Generally we use HAProxy for several reasons:

- HAProxy is a more powerful load balancer, as elastic load balancing is quite limited to simple systems, URLs, and general load balancing tasks. HAProxy can support many front/backend systems, pools, URLs, filtering, re-writes, complex changes, stickiness controls, health checks, load management, standby pools, and has much more.

- HAProxy is much easier and better at monitoring and logging - HAProxy has a very nice real-time web GUI, a CLI ssh status page, and powerful logging plus real-time monitoring of each front-end, pool, and backend server which allows for detailed tracking, history, and alerting.

- Using on AWS avoids some problems with an elastic load balancer - ELBs have some limits and unusual behavior when balancing between availability zones, plus other issues as they scale and monitor systems. HAProxy avoids these issues and provides better performance and management.
For more information please see this Slideshare Presentation or read our blog by Clicking Here.

Why use CentOS instead of Ubuntu?

For a more detailed explanation, please see the following ChinaNetCloud blog entry located here.

What does a typical service start date agreement look like?

With ChinaNetCloud, you are only charged for the days your servers/devices are actually managed. We track these dates on a day by day, server by server (or device) basis and will issue a service credit for any unused service time. Below is a sample of a Service Start Date Agreement

 

云络网络科技(上海)有限公司
中国上海市
斜土路 1238 号
X2 创意空间 1-601 室
+86 (21) 6422-1946
ChinaNetCloud
X2 Space 1-601
1238 Xietu Lu
Shanghai 200032, China
+86 (21) 6422-1946

 

云络网络启动服务确认单
ChinaNetCloud Service Start Date Confirmation

 

客户 Client Company:
中文名称 Chinese:
帐号 Account No:
服务申请单编号 SOR #:
服务申请单/项目名称 SOR/Project Name:
日期 Date:

 

Server NamePurposeStart DateEnd DateNotes
.
.
.
.
.
.

 

签字 Signature: ____________________日期 Date: ____________________
签字人 Name: _____________________职位 Title: ____________________
公司盖章 Company Chop:
What is ChinaNetCloud's general company information?

Company Information:
Official Company Name: China Net Cloud Technology (Shanghai) Company Limited
Business License Number: Shanghai Xuhui 310000400588281
Address: 1238 Xietu Lu, X2 Space A8
Shanghai 200032 China (Cross-street is Chaling Bei Lu)
Phone: +86 (21) 6422-1946 Fax: +86 (21) 6422-4911
For more information about ChinaNetCloud Click Here.
To view our contact information please Click Here.

How are Invoices typically handled?

We will be sending you invoices according to the schedule listed in your Service Order (SOR). Server Management and CloudSite Managed Servers are typically billed at contract signing. For bi-annual or quarterly management and support customers, you will be billed a month in advance and payment is due before the service period begins. Time and Materials based Consulting contracts are typically invoiced at the end of the month. Invoices are usually due in 30 days as defined in the Master Service Agreement.

We will typically send you an invoice first, and when we receive payment, we’ll send you a chopped government receipt (“fapiao”) for your records. If you need a receipt/fapiao before payment, please contact us.

What is ChinaNetCloud's payment information?

Our banking information for Chinese Companies paying in RMB:

BENEFICIARY NAME: China Net Cloud Technology (Shanghai) Company Limited
Bank Name and Branch: Industrial and Commercial Bank of China (ICBC) Shanghai,
Huashan Rd. Sub-Branch
Account Number: 1001271509016296082
Bank Address: No.1065 Zhaojiabang Road
Xuhui District
Shanghai 200030
Payment Method: Bank Transfer
Currency: USD

Our banking information for companies outside China paying in USD (Do not send RMB from outside China):

BENEFICIARY NAME: YUN LUO WANG LUO KE JI (SHANG HAI) YOU XIAN GONG SI
Bank Name and Branch: INDUSTRIAL AND COMMERCIAL BANK OF CHINA
SWIFT CODE: ICBKCNBJSHI
Account Number: 1001271509148026608
Bank Address: No.1065 Zhaojiabang Road
Xuhui District
Shanghai 200030
China
Payment Method: Telegraphic / Wire Transfer
Currency: USD (We can also accept HKD and Euros to different accounts)

How are new servers generally setup?

We setup several types of servers – New Physical Servers, Virtualized Cloud Servers, and servers on public clouds. In most cases, the configurations are the same and any differences will be discussed with you. We also perform optimization of your existing servers when we take over their management from you.

Server Naming Conventions
Unless otherwise discussed, new servers will use the standard ChinaNetCloud naming system, which is srv-cust-func# followed by a domain zone for the IDC. Servers will later also have a server ID. Both will be used in tickets and communications with you for easier reference.

Operating System
Unless otherwise discussed, new servers will use the latest version of CentOS Linux.

Disk Layout
Unless otherwise discussed, new servers will use the standard ChinaNetCloud disk and file system layout, which includes the use of the Logical Volume Manager and best practices partitioning of data for /home, /tmp, /var, and other key application areas.

Disk RAID System
Unless otherwise discussed, new servers will use RAID 1 or 10 for most applications, using hardware RAID controllers. If battery-backed write-caching is available, it will be used. Disk write caching is always turned off on all systems.

What does the new customer onboarding process entail?

Our New Customer Onboard process consists of several steps including information gathering, design reviews, and system setup (or take over for customers with existing implementations). Actual project times will typically vary from a few business days for small new systems to up to several weeks for large, complex existing systems.

Please discuss with your ChinaNetCloud Project manager to confirm the schedule.

setup-timeline