How does CINNOX monitors its service?
Our 24-hour Service Operations Centre (SOC) monitors all the service platforms round-the-clock.
How do you know your infrastructure is working properly?
CINNOX adopt service-based monitoring approach. We deploy a Network Management System (NMS) that provides a real-time holistic view on the performance of the infrastructure.
What will your SOC do when they receive an alert on the infrastructure?
Our SOC monitors and reacts to every alert / alarm. Action will be taken according to the SOP (Standing Operation Procedure) and SLA (Service Level Agreement).
CINNOX uses different cloud-based solutions around the globe, so how can you monitor them as some of the servers are not in Hong Kong?
For private cloud in different data centres in the world, we have an SLA with our hardware vendors to provide on-site support for any hardware failure. For public cloud in different locations, we don't need to take care of the hardware maintenance. Our vendor does it in the cloud infrastructure and they provide an SLA to us.
How can you ensure your service is working as intended?
We use our own programs to simulate customer behaviour and test the service features. This automation testing helps us proactively monitor the service availability and quality that we are offering to our customers.
How often do you perform testing on your services?
The automated testing is running on a regular basis round-the-clock.
What will be the response of your SOC when they receive alert / alarm?
Alert will be sent to the SOC if any service abnormality is detected by the auto-test. SOC will investigate and issue a service ticket to relevant party depending on the problem nature.
Updated about 1 year ago