Service & Support

Technical & Operational Support

Technical Support

(Remote, On-site, Spare Parts):
  • 24x7 round-the-clock service desk and technical support center (available in Chinese, English, and other languages as needed).
  • On-site engineer and spare parts support capability in over 120 countries/regions.
  • Support for SLA (Service Level Agreement) agreements with response times of up to 24x7x4 hours (on-site) in major cities around the world.
  • Serving nearly 200 medium-to-large-sized and multinational enterprises, including multiple Fortune 1000 companies.

Operational Support

(Included within MCNaaS service scope):
  • Technology Operations Team: Years of hands-on operational experience, supporting complex enterprise network operational requirements, covering everything from traditional corporate networks to global carrier backbone networks, as well as SDN, SD-WAN, and cloud networks.
  • LakeWare Digital Platform: Focused on Digital Experience Management (DEM) and workflow automation, driven by DevOps/NetDevOps, Infrastructure as Code (IaC), and Google SRE (Site Reliability Engineering) methodologies. This platform includes digital experience observation, tracking analysis, automated notifications, troubleshooting/root cause analysis, and experience optimization. The core operational support team is equipped with cloud and network DevOps capabilities and holds official SRE certifications.

Contact Information for Support

Deployment Support

  • Standard deployment utilizes highly standardized/automated deployment configuration workflows and provides end-to-end enterprise cloud network and common critical application Quality of Experience (QoE) testing capabilities.
  • Hassle-free global logistics delivery for required physical CPE devices (Door-to-Door DDP logistics, including customs clearance).
  • Proof of Concept (POC) embodies an enterprise's day-to-day operational perspective and focus, ensuring a balance between end-user experience and IT team workflow experience.
  • In addition to regular automated deployment scenarios, on-site deployment support is available on-demand in over 120 countries/regions.

Consultation/Design

针对某些企业相对复杂的多云网络场景与需求，UniLake具备深度领域实践经验与洞见的专家团队能按企业需求提供业内专业的云网基础设施数字化咨询/设计专业服务:

  • Focusing on practical business-oriented cloud network consulting, helping clients simultaneously optimize digital experience and economic costs.
  • 针对多云网络的整体全栈设计方法，采用高度优化的技术组合与全球网络基础设施资源
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