IT监控
硬件监控

We are considerate  You can rest assured

To meet the complex data management needs of users and improve the efficiency of information data management, our CloudSino service team is committed to providing professional, high-quality, and proactive services. We have developed and launched a new service system called "CloudSino Care Service". It includes three service products: Support Service, Professional Service, and Hardware Service. Users can choose the service package that best suits their IT environment characteristics and needs, ensuring their enterprise's digital transformation while maximizing the value of the services provided.

The Care Service will provide you with:

Support Service - Unlimited on-site engineer local fast response;

On-site system inspection - Proactive service covering all users;

Product upgrade service - Timely enjoy the value created by new products and features.

Service Methods

Telephone Support - 24/7 Service

Online Self-Service Customer Support - A dedicated pre-sales channel where CloudSino's professional sales team is available to assist you with inquiries related to product purchases and product feature configurations.

Online Interactive Technical Support - Once you become a CloudSino member, you can log in to the CloudSino Member System (the cloud computing business operation support platform) to submit technical issues in real-time and interact with CloudSino's professional operations and maintenance team.

Remote Self-Service Support - Once you become a CloudSino member, you can log in to the CloudSino Member System to perform highly self-sufficient actions such as product selection and management. This includes remote console control and one-click system reinstallation. Any action you take will receive immediate responses from CloudSino's backend system, allowing you to fully experience CloudSino's efficient and fast internet access services.

Service Types

Pre-sales Service

CloudSino's pre-sales services are provided by a team of experienced sales professionals. You can communicate with CloudSino's sales representatives in real-time through online QQ chat. The sales team will enthusiastically answer any questions you have, and for technical inquiries, they will consult internally and provide a timely response based on the contact information you provide. If necessary, technical personnel may also communicate with you directly over the phone to gain a comprehensive understanding of your needs.

After-sales Service

CloudSino's after-sales services are supported by a professional operations and maintenance team. When you submit a question or inquiry through the member system, CloudSino's technical staff will respond within the appropriate timeframe, develop solutions, and help address any concerns or difficulties you may encounter. If further details need to be discussed, the technical team will promptly communicate with you over the phone to ensure a thorough understanding of the specific issue.

Preparations before submitting a service request

1.For customers with technical staff, make a simple judgment to determine if the issue is caused by CloudSino's product itself or by third-party plugins.

2.Provide a detailed and accurate description of the issue's symptoms and the steps to reproduce it, if possible.

3.Online interactive technical support - Once you become a CloudSino member, you can log in to the CloudSino Member System (the cloud computing business operation support platform) to submit technical issues in real-time and interact with Cloud Sino's professional operations and maintenance team.

4.Provide information about any recent changes or actions taken on the system prior to the occurrence of the abnormality.

5.Record any on-screen error messages, including system error information and error logs.

6.Provide the username and password for your cloud server system.

From the date of signing the product sales contract, the CloudSinoservice team will provide you with default hardware quality assurance services and additional complimentary services. All service details on this website are subject to change at any time and may not be applicable to certain business sectors or geographical regions.
Service Request Declaration

You can submit your problem to the CloudSino technical service specialist through the CloudSino Member System, and the CloudSino technical specialist will follow up on the issue throughout the process.

Request Processing

The CloudSino technical specialist will analyze the problem you submitted. If it is confirmed to be an issue with CloudSino's product, relevant engineers will be assigned to handle the problem. If the issue is caused by something other than CloudSino's product, we will respond to you via phone or through the member system.

Response

The CloudSino technical specialist will reply to you with the result of the handling process via phone or through the member system.

Service Complaints

If you are dissatisfied with the service and the handling process by CloudSino, you can call the service complaint hotline at +(020)38551732. Our team will have relevant personnel handle the complaint.

Online Customer ServiceService Hours: 00:00-24:00

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