Operations

We have separate teams for data center operations and service delivery. Our data center operations team is responsible for directing, coordinating and monitoring the daily operation of our data center facilities. Our service delivery team is responsible for delivery of the services which we provide to customers on a 24/7 basis. Our teams are deployed in regional operations centers, as well as on site, in order to provide two layers of management and support.

comprehensive security

  • physical security
    • 7*24*365 staff onsite and security guard partrol
    • Metal detectors, X-ray machines, anti-tailing doors
    • Perimeter intrusion prevention systems
    • 7*24*365 CCTV surveillance of external & internal areas
    • Video records of public areas kept for 1 month, video records within server rooms kept for 3 months
  • operation security
    • Work permit
    • Double shift coverage for key staff positions
    • Dual control on key operations
    • Operating log recorded on fortress machines
  • data security
    • Constant temperature and humidity for media storage cabinets
    • Data media degaussing management
    • Isolation of critical systems from external network
    • Print room file management / email data management
  • internet security
    • DDOS cloud protection
    • Intelligent DNS
    • Vulnerability scanning and assessment
    • WAF/WEB application firewall
    • IPS/DPI WAF intrusion detection
    • VPN IPSEC/SSL
    • WEB filtering, data leakage prevention DLP
    • Applications / flow control
  • staff security
    • Certificate of non-criminal record
    • Role back-up
    • Regular training and evaluation
  • information security
    • ISO27001 certification
    • System password management
    • Isolation of critical systems from external network
    • Regular internal and external audits

standardization

  • sop
    • Cover all key operations
    • Risk control point
    • Operation dashboard
  • ppm/mop
    • Covering all main emergency scenes
    • Regular trainings and preventive drills
    • Annual reviews and updates
  • eop
    • Covers all critical equipment
    • Annual maintenance and repair plan
    • Preventive tests and maintenance
  • service delivery
    • Account delivery manager
    • DC admission notice and life service guide
    • Customer support center
    • Regular service reports
    • Customer satisfaction survey
  • new data center
    • New store model like Walmart
    • Operation team participating in design review
    • Operation team participating in acceptance test
    • Operation team advance set-up
  • asset management
    • Bar code
    • Equipment in/out access control
    • Equipment movement visibility
    • Assurance of asset data accuracy and completeness
  • energy efficiency
    • Green data center
    • PUE real-time monitoring
    • Free cooling
  • vendor management
    • Regular risk assessments
    • Annual KPI reviews
    • Unannounced checks on spare parts

platformization

  • intelligent building management system (ibms)
    • Distributed data acquisition
    • National / regional centralized management
    • Integrated management modules: electrical, cooling, fire protection, CCTV surveillance, intelligent lighting, access control
  • it monitoring system
    • Monitoring network, servers, application process
    • Zenoss,Zabbix,Solarwinds,BMC
    • Support for docking Zenoss, Zabex, SoloarWind, BMC and other open source and commercial monitoring system
    • Instant outage reporting mechanism
  • equipment inspection system
    • QR Code
    • Standardized inspection route
    • Inspection with PAD and instant ticket opening for incidents
  • job scheduling
    • Job planning
    • Job permit control
    • Job result tracking
  • resource management system
    • Real-time visibility
    • Resource threshold alert
  • equipment management system
    • Asset record
    • Outage history
    • Maintenance log
    • Equipment movement trail
  • customer support management system
    • 400 hotline/email/web portal
    • WeChat App to raise and track customer requests
    • Transparent request and handling procedures
    • Feedback/Evaluation on requested services
  • it service management system
    • ISO20000,  ISO22301 certification 
    • Incident, problem, change, configuration and service level management based on ITIL V3
  • emergency management system
    • Consolidation of Emergency Plan and Scenario
    • Emergency drill planning, tracking and execution
    • Emergency drill results analysis - actual vs. target
    • Third-party observer evaluation
  • decision making system
    • Power efficiency
    • Major incident tracking
    • Service delay tracking
    • High frequency outage equipment tracking
    • Job exception tracking
    • Detection of supplier SLA exception
    • Customer complaint handling