Technical support

Are you encountering a problem and don’t know how to solve it?

Contact our technical support team!

Ongoing support

You can open a support ticket via your client access or by telephone. Our team will answer all your questions.

  • Service ticketing via your client access
  • Telephone : +86 21 5081 4388
  • Open 24 hours a day, 7 days a week, 365 days a year

Specific operational requirements

Some applications have specific operational requirements, which should preferably be delegated to the facilities management supervisor. In these cases, the operating procedures are detailed in the operating schedule and our operational engineers have the task of performing each procedure and ensuring that it is completed.


  • Responsiveness: our service level agreement means that you can be sure of a minimum processing time for your requests.
  • Efficiency: in the event of an incident, we will carry out the necessary checks and cascade the problem to the network or systems operation departments.
  • Traceability: details of work carried out or operating incidents are stored in order to maintain a complete history file of the incident and the solutions provided.
  • Transparency: we keep you informed for the whole duration of the operation and when the work is complete we will notify you by e-mail, accompanied by a detailed report describing the solutions introduced.