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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 普通話 | 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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      You may contact our support team via chatbot, e-mail, phone or fax.

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