Agile SDN overlays, reliable incumbent provider underlays
Converge China traffic over a global private MPLS core
Multisite WAN as if on the same local area network (LAN)
Add edge security with SSL VPN and cross border MPLS
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Protected & unprotected 10G & 100G China / APAC routes
Sector-specific services for multinational businesses
Drive agility with multi-cloud connectivity
Simple, scalable cloud solutions with high availability
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China Telecom operates 450+ on-net data centers throughout Mainland China and has a footprint in 180+ data centers across the globe.
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Block cyberattacks with real-time threat detection technology
Fuel collaboration with data sharing solutions
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Process transactions faster with low-latency connectivity
Protect patient data and keep operations in shape
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China Telecom America’s escalation procedure has been established to provide our customers with the ability to notify our upper management of service or operational system problems. This procedure also applies to installation of new services. We track all problems through a comprehensive trouble reporting system.
Technical Support and Problem Resolution Escalation Procedures
Technical Support. China Telecom Americas provides Customers with Technical Support (24 x 7) with a telephone/pager number for submission of all requests for support and/or technical assistance, 877-244-6241. An on-call support technician will answer the telephone/pager number. You can also email a technician at [email protected]
The following Problem Classification Table definitions are used for classifying performance issues.
Severity 1 (Critical) The Service is non-operative or significantly impaired. Data transmission cannot be conducted without significant delay, if at all. No known work around is currently available.
Severity 2 (Degraded) The Service does not function as designed.
Severity 3 (Minimal) This group includes problems that have little or no impact on daily business process.
If the Bandwidth Service fails to operate in conformance with the Performance Standards set forth above, either China Telecom Americas will itself note the problem, or Customer may so notify China Telecom Americas. Immediately thereafter, a customer will classify the problem and China Telecom Americas will assign at least one engineer to resolve the situation. If China Telecom Americas determines that the problem is due to customer equipment or premises wiring changes, escalation procedures may be halted.
The following information will be tracked on all trouble calls:
China Telecom America’s fault report process offers 24 x 7 support for fault resolution so customers can report a fault at any time. China Telecom America s established Customer Service Centers in all provinces with highly trained professional staff that can resolve issues quickly and efficiently.
For more specific information on China Telecom America’s escalation procedures, please contact our headquarters at 1-703-787-0088.