November…

On is the final battle of online shopping season of the year,

Toughest is the challenge to the operating and maintenance capacity,

Double-11, Black Friday, Double -12, and New Year’s Day, around the world,

Be it service or business, no one is to be let down,

Shining in the fog of uncertainty, here is your gold shield guarding your O&M work;

A few days ago, we received a letter of thanks for things we’ve done in the Double-11 shopping season. We are very glad and proud to hear that, in 2019, with our help, a customer achieved the best Double-11 results in its history. Here, with sensitive information concealed, we’d like to reprint this letter. This is the best record showing how our O&M people stepped from back stage to the front state and transformed their role from a supporter to a creator.  

To Shanghai Data Solution:

Before anything, allow us to thank you, all people in the SDS, for your kindness and long time support! Especially, when the online shopping competition was so intense, both you and us were facing the greatest challenge in our history. Looking back on all the Double-11 seasons we’ve been through together, battle after battle, barrier after barrier, we supported each other, encouraged each other, and united together to improve and upgrade our services. This year, once again, we achieved another all-time best sales record, thanks to your strong and reliable operating and maintenance support.

Special acknowledgements to Mr. Xie Jinbo, Mr. Peng Jiang, Mr. Zhang Yougang, Mr. Sun Junming, Mz Xu Jiani and Mr. Kang Chaojie for their extraordinary contributions made before, during and after the 2019 Double-11 Online Shopping Season!

Before the Double-11 season, in order to ensure a smooth operation, we and people from SDS had some great discussions over matters involving O&M cooperation and deployment, on-call up-scaling system, disaster recovery plan and contingency plan, as well as the construction of our temporary Double-11 War Room. During the Season, the SDS upgraded its O&M support to us. In addition to normal 24/7 O&M supports, special persons were assigned to watch out for any unexpected occurrence for us. As it turned out, thanks to such arrangements, all urgent situations were quickly responded and the stability of business operation was safeguarded. The days with SDS people in the War Room gave us an immediate experience of SDS’s customer-first service. We were impressed by SDS’s attentive, careful, thoughtful and responsive services!   

Thank you again! No words are good enough to praise the high quality of the services that SDS O&M people did for us! Thank you!

The hard-work of our O&M people deserves a faithful presentation. The results of our O&M function deserve better understanding and more attention. So, we invited some of our O&M people to give a brief introduction of their work and experience.

Preliminary Communication and Network Resource Preparation

• Made an on-site visit in advance to understand customer needs, define key tasks in the Double-11 preparation, and put all preparations in place;
• Elaborated the Double-11 HR response up-scaling system; Created and sent PPT files to the customer for them to have a clearer view of the contingency plan and O&M arrangements;
• Developed an network block plan to enhance network emergency preparation; Assigned more guard tours for core network equipments to check on exceptions and protect the stability of business operations; 

Resource allocation and support

• Set up for the customer a temporary War Room, prepared all network and connection lines, and completed data exchange tests in advance, to ensure the hardware performance during the ‘War Time’;
• Hearing that the customer needs more monitors to build a screen wall in its War Room, the SDS O&M team managed to get a few from its own office to help out the customer;
• Hearing that the customer needs a large number of desks in its computing room to ensure its Double-11 operation, the SDS O&M team managed to collect all desks available in every floor and sent them to the user’s zone;

Services to the customer’s resident staff

• Called on the customer’s War Room from time to time to ensure they have everything they need;
• Strengthened O&M support to the customer by assigning more O&M persons for the customer in case there should emerge any urgent situation;
• Kept an eye on the customer’s data traffic and ensured the stable operation of the traffic scrubbing systems;
• Seeing that the customer staff needed to stay overnight in the War Room, the O&M team turned air-conditioning to the heating mode at night;
• Considering the customer staff needed to use the War Room for three days and three nights, the O&M team set up outside the customer’s computing room a special service counter to provide food (instant noodles, chocolate, etc) and one-off toothbrushes, towers, etc.

As the unsung heroes behind the grandness of the E-commerce event, the SDS O&M people and IT engineers deserve all credit for their efforts made to ensure a zero-time-delay, precise and uninterrupted data processing and for the trouble-free interactive calculation achieved with the equipments running E-commerce platform;

As the long-time data center O&M service provider of the E-commerce platform, SDS did a thorough work in mobilizing and delivering service supports ranging from staff organization, to platform operation stabilization and optimization, and to contingency management. In particular, we paid special attention to guaranteeing the stable operation of the data center service at key support points during the Double-11 event, and, as a result, left a full mark record against the greatest data center O&M test of the year. 

An enterprise data center is not only an IT architecture center, but also a center of IT services and values. The SDS is committed to improving its capacity of providing IT service, developing its O&M knowledge system, helping O&M staff to understand O&M from an IT service perspective and a developing perspective, improving the essential technical capability of its O&M service, and creating a synergy with customers, to offer our users with great support for their business development.