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Your Trusted ICT Solution Partner > Technology & Services > Customer Services

Customer Services

We are committed to providing excellent service to customers

Service Charter

China Entercom always strives for service excellence and continuous improvement. Our priority is to provide best-in-class services to support our customers’ business needs and continuous growth.

We are committed to delivering a flawless experience and ensuring satisfaction for our customers, constantly and continuously upgrading our competence and capabilities, and giving our sincere best effort in everything we do.

We passionately adhere to key service metrics which ensure our commitment to high-quality service, and always welcome your valuable comments regarding our performance.

Our Performance Indicators

Call Answering Time

Within 10 seconds

1st Email Response Time

Within 5 minutes

Complaint Acknowledgement

Within 1 hour

Reasons for Outage (RFO)

3 working days

Alert Notification

8 minutes by SMS
8 minutes by Email
Professional Service Support
Extensive Infrastructure

Network resources connect 90+ points of presence (POPs)in Mainland China

Network Excellence

We are committed to providing our customers with the convenience of one-stop-shop ICT solutions featuring superb network stability, high redundancy, low latency, 99.99% availability, and real-time monitoring

Comprehensive Operation and Maintenance

We match our responsive customer support with 24x7 managed operations and maintenance services. Our 300+ industry-certified professionals offer a variety of expert customer services in multiple native languages

More
24x7 Customer Service

Operating 24 hours every day, 7 days every week, with support for multiple languages including 普通话 | 廣東話 | English | Русский | Eestlane | 日本語

24x7 Operation Centers

Network Operation Centers (NOCs), Cloud Operation Centers (COCs) and Security Operation Centers (SOCs) operate round-the-clock, always at your service

Field Service Engineering Teams

Our professional teams work 24x7 to handle data center field operations and provide various technical services 

Certified Professionals

Our staff are professionally certified for CCNA, CCNP, CCIE, CSSIP, NSE, FCNSA, FCNSP, VCP, ITIL

Services Management Portal

ManagedCONNECT

It is an advanced online portal with a user-friendly interface for both easy viewing of your subscribed service status and making on-demand management adjustments. It helps your organization optimize time, reduce effort, minimize cost and maximize agility


Network

Easily view network status and resources utilization

Review and manage remote access users and active sessions

Information Security

Access security news, as well as InfoSec consisting of recent phishing attack information and upcoming event reminders

Analysis of network attacks and incidents via different viewpoints

Cloud Computing

Resources utilization, usage reports, backup repository status all within one portal

Manage your virtual machines and establish threshold alarms for resources pool

Cloud Data Center

Rack rental information, including location, subscribed power and in-rack environmental status reports

Temperature, humidity and power sensors for Smart Rack units

SD-WAN

View network status and utilization for current and historical performance

Traffic summarization report for decision-making, including usage pattern analysis, deducing conclusions and future development

Account Management

Easy access to relevant up-to-date information including contact information and invoice statements

Self-manage change requests and ticket management

Easily view updated status regarding your project implementation process

You can easily access our portals from all major operating systems and browsers.

Start manage your CITIC Telecom CPC’s services on ManagedCONNECT Online Portal now.

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Service Hotline

Our support service operates 24 hours a day, 7 days a week.
You may contact our support team via chatbot, e-mail, phone or fax.

Get Support Now
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