Pain Point 1:The large and diverse number of devices in the data center lead to high management and maintenance costs.

Solution

With over 100 devices covering various areas such as networking, load balancing, server virtualization, storage, security, and backup management, and with service locations spread across multiple cities, the client's branch IT teams have limited capabilities to meet daily maintenance needs. Our company undertakes the overall operation and maintenance services for the client's data center, providing.

• Dedicated Service Managers: We assign dedicated service managers (one primary and one backup) to promptly understand user needs, coordinate resources, and regularly provide service summary reports, enabling users to understand the current network service status.
• On-site Engineer Technical Support: We deploy commonly used engineering resources (10 personnel) in Shanghai, Beijing, and Shenzhen to respond promptly to service manager assignments, handling regular data center inspections, equipment installation/removal, and daily fault troubleshooting.
• Expert Team Technical Support: Various category technical experts (8 personnel) at the Shanghai headquarters provide technical support, responding promptly to user service requests such as version upgrade evaluations and network optimization schemes, in coordination with service manager assignments.
• Comprehensive Service Upgrade Process: We establish corresponding upgrade mechanisms based on fault types and levels. When significant problems occur or are likely to occur, when solving problems is exceptionally difficult or impossible, or when things cannot be handled according to the established process, we initiate an upgrade management process. Through upgrade management, we aim to obtain the necessary resources to resolve problems promptly, avoiding larger issues or impacts.

Pain Point 2: The data center requires an annual power outage for maintenance, posing high risks and pressure.

Solution

Due to corporate security management requirements, the client arranges an annual power outage for maintenance, during which the data centers in Shanghai, Beijing, and Shenzhen will all experience simultaneous power outages followed by restoration. The operational pressure is significant, necessitating technical support. To ensure the stability of the network after power restoration, we provide service support during the power outage and standby support after power restoration.

• Service Support During Power Outage: 
  (1) Shanghai data center arranges for over 6 technical experts from various brands to provide on-site support, while senior network engineers are deployed for on-site technical support in the Beijing and Shenzhen branches.
  (2) Configuration backups are made for all critical nodes in advance.
  (3) Equipment shutdown operations are performed to ensure data integrity.
• Service Support After Power Restoration:
  (1) On the day of power restoration, dedicated personnel are deployed for on-site support in Shanghai, Beijing, and Shenzhen, with the expert team providing backend standby support.
  (2) On the following working day after power restoration, on-site standby support is provided for half a day, and personnel leave once the client's business stabilizes.
  
• (3) Service managers provide summary reports and records.
  

Pain Point 3: There are multiple brand vendors, leading to unclear interfaces and difficulties in coordinating troubleshooting efforts among different parties, resulting in extended resolution times.

Solution

• Establish Joint Teams: Our company has various senior engineers supporting different brands. With the supervision of the operations service manager, joint teams are formed to provide support.
• Establish Unified Communication Channels and Processes: Establish support groups and define unified communication channels to ensure timely communication among all parties. Implement standardized fault diagnosis and resolution processes to improve communication efficiency.
• Clarify Responsibilities: At the beginning of the project, clarify the division of responsibilities for each party to ensure that everyone understands their tasks and responsibilities, thus avoiding ambiguity in responsibilities.
• Develop Emergency Response Plans: For critical issues, develop emergency response plans that specify time requirements and work priorities for each stage. This ensures that all parties can act quickly and effectively in emergency situations to resolve issues promptly.