True IDC Customer Service provides system support and assistance to customers 24/7. With the efficient work standards of the Customer Service (CS) team adhering to ISO standards, ensuring customers that every service used with True IDC will operate and meet their needs effectively.

Incident Management and Problem Management Services

• The Customer Service (CS) team offers problem reporting and incident management services. They also analyze incidents to prevent recurrence, following ISO standards under the Service Level Agreement (SLA) provided to customers. This ensures that customer issues are promptly addressed and resolved.

Service Request Management

• The Customer Service department provides service request handling, assisting customers with various needs such as requesting information about services or asking for inspections or actions on services.

Proactive Monitoring of Data Center and Cloud Systems

• The Customer Service (CS) team monitors and ensures that all data centers operate according to set standards, including power supply, water systems, air conditioning, temperature, and security access to the data centers. They also monitor cloud system operations, covering applications, data, runtime, middleware, OS, virtualization, servers, storage, and networking to meet user-specific standards.

• A coordinated work system between the Customer Service (CS) team, the Facilities Operations Center (FOC), and Cloud Engineers ensures that all data center and cloud facilities are properly prepared, monitored, and ready to meet user needs. Using advanced monitoring technology, they provide comprehensive and accurate surveillance of user services at all times.

• True IDC customer service personnels serve all customers with ISO/IEC 20000-1, ISO/IEC 27001, ISO 27799, PCI DSS, ISO 22301, ISO 50001, CSA-STAR, and TIER III TCOS Standards