Technical Support & Maintenance Services

Category One: IT System Planning and Consulting Services

　　Enterprise informatization construction needs to start from industry best practices and understanding of internal and external factors, obtain key evaluation indicators, clarify enterprise strategic deployment, streamline business processes and organizational structure, set practical IT planning, and achieve close unity between enterprise strategy and IT technology.

　　ZCZYTECH consulting service product line can help enterprises clarify IT requirements of major business links from multiple aspects such as overall planning of enterprise informatization construction, security system, system optimization, IT infrastructure, IT service management, build corresponding IT system blueprints, design IT construction application framework and basic framework, execute and formulate specific IT construction and implementation plans, realize the connection between enterprise strategy, organization, process, security and IT technology, avoid informatization risks, and enable enterprises to obtain maximum returns with minimal investment.

　　1. Security System Planning Consulting Service

　　As information security issues receive increasing attention, information security technology is developing at an unprecedented pace. New security technologies continue to emerge, and products are becoming increasingly mature. Meanwhile, the speed of technological development and investment clearly far exceeds the speed at which information security problems are being solved. In some IT-leading organizations, security management of information systems is being strengthened.

　　However, surveys show that at least 50% of organizations that have invested in information security technology are not satisfied with their security status, and more than one-third of organizations acknowledge that information security is a complex issue, different from other IT issues. Clearly, these organizations have "resistance" to current security solutions.

　　To solve this problem, organizations must build a reasonable security system based on their actual situation. Only in this way can they accommodate these security solutions based on technology or management means and truly exert their "effectiveness". Only in this way can organizations effectively utilize resources, find the best solutions, and improve return on investment in the information security field.

　　Service Content

　　Unlike other information security products or services, ZCZYTECH security system design service is dedicated to providing methods and tools for organizations to establish security systems according to their own circumstances.

　　2. System Optimization Consulting Service

　　Any system may have and generate problems in any link, such as design issues during construction, performance issues after production, compatibility issues between systems, mismatch between system development and business development, etc. To make IT systems run efficiently and stably and better support business, continuous system optimization is needed.

　　Service Content

　　Provide optimization services for various aspects of customer systems including hosts, operating systems, system software, storage systems, network systems, databases, and application software.

　　3. Infrastructure Consulting Service

　　As the foundation platform for informatization construction—IT infrastructure should meet the requirements of enterprise long-term development strategy, enterprise operation management model, and industry informatization construction standards. Good IT infrastructure can promote informatization construction, improve enterprise and unit control capabilities, and thus ensure smooth enterprise development.

　　4. Service Management Consulting Service

　　ZCZYTECH IT service management system consulting service can help you introduce standardized IT service management methods, standardize management systems, optimize work processes, improve IT service management capabilities and establish service management platforms to provide effective IT services to meet customer and business needs.

 

Category Two: Technical Support Services

　　1. Hardware Support Service

　　ZCZYTECH's hardware support service is a responsive service provided for customer IT components based on the timeliness requirements of user business. The service covers hosts, storage, network devices, servers, and system software. Service levels can be customized with different service standard combinations according to user needs. Through remote or on-site services, fault diagnosis and elimination of user information systems are carried out within an acceptable time frame to maximize the availability of user information systems and reduce the impact of failures on business operations.

　　Service Content

　　1.1 Remote Problem Diagnosis and Support Service

　　After users submit problem diagnosis and support service requests to ZCZYTECH, ZCZYTECH will communicate with customers within the contractually specified response time to jointly solve system problems. Before providing any necessary on-site services, ZCZYTECH will first use remote support service tools to perform remote diagnosis of equipment within the service scope, or provide assistance through other remote means. Phone and online response time: 365 days, 24 hours per day, with a 2-hour response level.

　　1.2 On-site Support Service

　　For problems that cannot be resolved promptly through remote means, ZCZYTECH engineers will visit the customer site to repair the system and restore its operation as soon as possible.

　　After technical support engineers arrive at the customer site, service cannot be stopped until the system can run normally again; service work can only be suspended when spare parts or resources outside the contract are needed; once these spare parts or resources are ready, service can be provided immediately upon user request.

　　After the on-site technical support service is completed, technical support personnel will submit an on-site technical service report to the user for signature confirmation, and both parties will archive it; additionally, regarding the content of this service, ZCZYTECH technical personnel can provide explanation and on-site training to users as needed.

　　The response level for engineers arriving at customer sites is: 365 days, 24 hours per day, with a 4-hour on-site arrival response level.

　　1.3 Emergency Fault Recovery Service

　　Emergency fault recovery service includes emergency phone support service, emergency remote support service, and emergency on-site support service. Based on the equipment fault information reported by users and their requirements, experienced technical engineers are immediately arranged for phone support and remote technical support, while technical engineers are arranged to rush to the site immediately, and a back-office expert team is established to assist in fault handling. If necessary, simulation will be conducted in the back-office laboratory to find out the cause of the fault and solution.

　　During the emergency fault recovery service process, ZCZYTECH engineers are responsible for recording the occurrence time of all events and measures taken; after equipment fault handling is completed, both parties can negotiate to decide whether technical engineers should observe on-site for 1-2 days, and technical engineers will leave the site after obtaining user consent.

　　The response level for engineers arriving at customer sites is: 365 days, 24 hours per day, with a 2-4 hour on-site arrival response level.

　　1.4 Spare Parts and Equipment Support Service

　　ZCZYTECH provides spare parts response support service for users, providing on-site spare parts and equipment support within the contractually specified service time based on the results of remote and on-site fault diagnosis. Additionally, local spare parts inventory support can be provided for critical business systems specified in the contract according to user needs, and on-site spare parts or rental services for complete machines/components can be provided according to special requirements in the project.

　　For equipment within the maintenance scope that has been discontinued and cannot provide relevant board replacement, users will be clearly informed, and corresponding solutions will be provided to ensure normal replacement of user boards.

　　1.5 Difficult Problem Escalation Service

　　ZCZYTECH has a comprehensive, nationwide technical support network and has established formal difficult problem escalation processes to solve complex system problems. For difficult technical problems, escalation service support means can be utilized to resolve them through ZCZYTECH service delivery center and third-party partners.

　　1.6 Auxiliary Fault Location

　　When system failures occur in user business systems involving multiple vendor products, users often find it difficult to accurately locate the fault point. As a comprehensive service provider for hardware and software system maintenance, ZCZYTECH can coordinate and cooperate with relevant hardware and software vendors to jointly investigate system failures and provide auxiliary fault location services for users. With a cooperative attitude, we jointly complete the resolution of faults, thereby avoiding greater losses to user business due to multiple parties shifting responsibility.

　　2. Software Support Service

　　In users' IT systems, besides operating systems, system software such as database systems, middleware, backup software, and cluster software have become important supporting platforms for enterprise core business systems, and their operational status directly affects enterprise business. Therefore, how to ensure the continuous and stable operation of these system software has become an important issue that enterprise informatization cannot avoid.

　　3. Health Check and Regular Inspection Service

　　To improve system availability, it is crucial to eliminate faults before they occur. Health check service is a very effective accident prevention service provided by ZCZYTECH for equipment, which is a type of proactive service. Through health check services, system problems or potential issues can be discovered early to ensure the safe and stable operation of the system.

　　Health checks will help customers gain a comprehensive understanding of the technical characteristics and potential fault risks of production systems (host network storage, etc.) within the service scope from a technical perspective, so that reasonable and feasible system expansion, transformation, and maintenance plans can be formulated based on business development needs and current system resource conditions, improving system operation security.

　　4. Personnel On-site Service

　　Based on the high availability requirements of business systems, to ensure service needs are responded to promptly during certain specific time periods, users need service providers to provide on-site duty services. For this, ZCZYTECH arranges experienced system engineers to provide on-site duty for user information systems during special time periods, improving response and handling efficiency for emergencies to ensure normal operation of user business.

　　5. Personnel Stationed Service

　　In practical applications, users often require fast IT system service response, diverse service content, and frequent services, while emergency response services are often limited to specific cities and cannot meet the business needs of specific users in specific areas, such as on-site time for fault resolution. Additionally, users sometimes need to perform daily maintenance work. ZCZYTECH's engineer stationed service can execute relevant maintenance service content according to contract requirements, such as fault resolution, inspection, duty, and other work service content that needs coordination, performed by stationed engineers.

　　6. Installation and Configuration Service

　　Besides daily monitoring and maintenance, user business systems often have work such as system expansion, new system addition, and system redeployment. Such work is characterized by tight schedules, large workload, and high professional technical requirements. ZCZYTECH can provide professional IT system installation and configuration services to users, cooperating with users to complete the above work on time according to plan.

　　Hardware device installation and configuration includes initial installation, hardware upgrades, and redeployment, and other hardware-related work can be performed according to user needs.

　　7. Data Center Relocation Service

　　Many enterprises need to migrate their data centers or equipment when expanding office areas or relocating to new addresses. System migration is a very complex system engineering project. ZCZYTECH has rich experience in data center construction and migration. We can provide end-to-end complete or partial migration (relocation) services for data centers to users. We know exactly how to disconnect, disassemble, pack, relocate, reinstall, and quickly restore everything without errors. This minimizes risks and maximizes value.

　　8. IT System and Software Upgrade/Patch Service

　　During the operation of users' hardware and software systems, they often encounter issues such as system software upgrades and patch installations. ZCZYTECH provides both proactive and responsive patch software and firmware support, as well as operating system software upgrade services. The design goal is to help customers improve the stability and security of their servers, network devices, and storage devices, meet users' support needs for new software/hardware products, help customers configure security hardening based on business needs, and improve system stability, security, and compatibility.

 

Category Three: Implementation and Operation Management Services

　　1. Hardware and Software Maintenance Service Plan

　　1.1 Operation and maintenance service is a mature service product in the current market, and is easily accepted by customers. The operation and maintenance services in Smart Cloud Services include:

	Hardware	Software
Response Support	Hardware Support Service - Fault Resolution Service	Software Support Service - Fault Resolution Service
Optimization & Improvement	Hardware Support Service - Task-based (Installation & Configuration, System Upgrade & Patch Installation, System Assessment & Optimization)	Software Support Service - Task-based (Installation & Configuration, Upgrade, Patch Installation, System Assessment & Optimization, Data Migration, Backup)
Proactive Service	Health Check Service	System Check Service
Advanced Service	On-duty, On-site, Appointment Support	On-duty, On-site, Appointment Support
	Hardware Service Products	Software Service Products
Response Service	Hardware Support Service	Software Support Service

　　1.2 Advantages of ZCZYTECH Operation and Maintenance Service Products

　　A comprehensive management system is the quality assurance for high-quality service. Customer satisfaction and trust are prerequisites for customers to make purchasing decisions. "Smart Cloud Service" aims at service quality and customer satisfaction, relying on a professional engineering team, robust spare parts system, and perfect integration of ITIL standardized service processes to build a comprehensive management delivery system, with the following five key features:

　　1.2.1 Strong Comprehensive Capabilities, Simplified Multi-brand Management

　　Cross-platform Multi-brand Comprehensive Service Capability:

　　Smart Cloud Service covers multiple hardware brands including hosts, services, networks, storage, and software brands including databases, middleware, operating systems, etc. Regardless of the variety of customer equipment, all can be addressed through ZCZYTECH's Smart Cloud Service.

　　Single Service Interface:

　　Compared to multiple interfaces for various customers, ZCZYTECH service provides one-stop service, simplifying operational processes through a single interface to improve work efficiency and avoid issues of responsibility shifting.

　　1.2.2 Extensive Service Network:

　　ZCZYTECH has spare parts centers in major and medium-sized cities, with three major three-dimensional spare parts warehouses in Beijing, Shanghai, and Guangzhou

　　The service support team has over 700 engineers in various technical directions, all holding manufacturer or service management certifications.

　　1.2.3 Clear SLA Indicators, Meeting Different Customer Needs

　　ZCZYTECH service has clear definitions for service levels, quantifying the fault resolution process into phone response time, personnel response time, fault resolution time, and spare parts arrival time, providing customers with a more intuitive and reassuring service experience

　　ZCZYTECH internally manages delivery according to ITIL standardized processes, with work standards at each stage. This makes the service process traceable, service results predictable, service quality controllable, and service data analyzable

　　1.2.4 High-Standard Guarantee Service

　　Hardware support service is not just single hardware warranty, but comprehensive system maintenance. Beyond resolving hardware faults, hardware support service maintains various aspects that cause faults according to SLA, such as operating system upgrades, optimization, and microcode upgrades necessitated by faults.

　　Smart Cloud Service products include response services, optimization services, proactive services, and advanced services, providing multi-dimensional satisfaction for different timing and various needs during system maintenance;

　　With ISO20000, ISO27001, and other service qualifications, multi-directional technical personnel, long-term accumulated basic management methods, relying on complete and long-term practice-tested processes, and electronic service tools, Smart Cloud Service can provide customers with stable and consistent service quality.

　　1.2.5 Tangible Service Products

　　License Tangibility: ZCZYTECH delivers service products through channels in the form of licenses, making the purchased service content clearer and more convenient for customers.

　　Deliverable Tangibility: Smart Cloud Service provides customers with "Fault Handling Reports", "Inspection Reports", "Annual Summary Reports", "Quarterly Summary Reports", etc., facilitating customer IT system management.

　　1.2.6 High Cost-effective Service Products

　　While ensuring high-quality standard delivery, Smart Cloud Service breaks through the price barriers of original manufacturer services, saving customer maintenance costs and extending IT equipment usage time.

　　2. Operations Management Outsourcing Services

　　While enterprises focus on enhancing their core competitiveness, they increasingly need professional IT management and services. As a pioneer in China's IT outsourcing service providers, ZCZYTECH helps customers build the best IT infrastructure, create better IT investment returns, and further enhance their market competitiveness.

　　From desktop systems to the overall data center environment, ZCZYTECH's operations outsourcing product line strives to provide customers with standardized and professional IT management and services. This frees customers from daily routine application maintenance support, upgrading them from IT service providers to service managers, allowing them to focus more on core IT application support while controlling IT operations costs, maximizing customer IT investment efficiency.

　　1. Desktop Operations Outsourcing Service

　　IT desktop equipment refers to a series of devices used by employees in the workplace for information processing, communication, and computing, including computer hardware, software, and other related equipment. These IT desktop devices provide many applications and services, forming the foundation for employees to work normally in the information age. Desktop device failures will seriously affect work efficiency and may even lead to business disruption. ZCZYTECH effectively combines advanced technology, excellent talent, and scientific management processes to provide centralized, standardized management of customers' desktop environments through service productization, delivering high-quality services with low cost, transparent pricing, and standardized processes, offering a unified interface for multi-vendor technical support, completely freeing customers from tedious desktop maintenance work to focus on their core business.

　　2. Data Center Operations Outsourcing Service

　　2.1 Data Center Environment Operations Service

　　In enterprise IT infrastructure, the data center is the control center for data and business applications, and its corresponding computer room is the heart of enterprise information. Good data center operations are the foundation of normal enterprise operations. Data center environment operations require highly specialized skills, comprehensive processes, and strict execution guarantees. ZCZYTECH has many years of successful data center environment operations experience, combining advanced management concepts and IT technology to safeguard your business systems. Standardized service processes and productized operations enable customers to achieve predictable returns with predictable costs.

　　2.2 Network Operations Service

　　With increasing network complexity and growing user applications, network systems face more challenges such as unauthorized access, downtime, viruses, high load or idle resources, hardware failures, and configuration loss. High-cost, low-quality network operations is a major problem facing many enterprises today. ZCZYTECH has rich experience in network system operations, combining advanced management concepts and professional service technology to provide low-cost, high-efficiency, high-satisfaction network outsourcing services through productized operations, ensuring customers' networks are controllable, stable, and secure.

　　2.3 Application Management Service

　　With the rapid development of information technology, the information application environment has become one of the core competencies for enterprises to promote business strategies, improve efficiency, and differentiate themselves from others. However, enterprise managers often face enormous pressure to reduce IT expenses while maintaining competitiveness. Challenges such as unauthorized access, downtime, viruses, high load or idle resources, hardware failures, and data loss have led to gradually uncontrollable enterprise informatization. Choosing a high-quality IT service provider is the best solution for enterprises. ZCZYTECH has rich experience in host system operations and can provide comprehensive host system application management services, including PC servers, minicomputers, and database systems. The unique productized service operation mode enables customers to enjoy high-quality services at lower costs.

　　2.4 Asset Management Service

　　Today's enterprises and institutions have large amounts of IT assets. Asset purchase, storage, configuration changes, and disposal are systematic projects. How to manage rapidly growing assets with limited IT personnel and how to effectively control widely distributed, complex assets are IT management challenges facing customers. ZCZYTECH has a comprehensive fixed asset management system and years of management experience, providing low-cost, high-efficiency asset management services through productized operations.

　　2.5 Data Management Service

　　As enterprises develop, critical business data continues to grow. This data cannot afford any mistakes, while operational errors, unauthorized access, hardware failures, viruses, and other factors constantly threaten the data. Michael D. Cannon, Senior Vice President of Bank of America, once described computer system disasters as follows:

　　1. After a disaster, 43% of companies without data backup never reopened, and another 20% closed within two years;

　　2. When computer support was lost for more than 7 days, 68% of businesses never reopened;

　　3. Within 2 weeks of losing computer support, 75% of affected organizations lost all or critical business functions.

　　This shows that data backup and recovery are crucial for your system. ZCZYTECH has rich experience in data backup and can provide storage space, offering data backup services to users, ensuring data security under controllable costs.

　　3. System Status Assessment

　　User IT departments face numerous rapidly changing operational challenges. Facing challenges in the entire IT environment or individual systems composed of factors such as personnel, processes, technology, and environment, ZCZYTECH's regular assessment services are crucial for ensuring normal business operations.

　　ZCZYTECH's system status assessment is a modular service that can provide multiple options to solve various technical issues for users, including strategic business and IT adjustments, operational process performance, system and software configuration, and environmental stability.

　　4. Project Implementation Management Service

　　When facing multi-point concurrent project implementation, complex system configuration, extensive project coordination work, and urgent schedule pressure, users must consider how to effectively control project implementation, how to ensure engineering implementation quality, and how to achieve established project objectives. Therefore, it is necessary for users to implement comprehensive project management to reduce project risks at various stages such as design, planning, and implementation, ensuring successful project execution. ZCZYTECH has responded actively to this need by providing specialized project management implementation services.

　　Complex project management requires special skills and rich experience. ZCZYTECH has excellent project managers who can provide professional project management services. ZCZYTECH's project management follows the industry-recognized PMI project management theory, with an organized project management structure and project management information system, as well as a well-trained project manager team with rich practical experience. ZCZYTECH's project management can provide appropriate levels of project management services for both relatively simple projects with few implementation points and complex, global-scale projects.