A new ECCOM service platform (WeChat service account) has been launched
ECCOM's service account has been fully upgraded recently. It integrates online customer service, online case (or inquiry) and online support of cloud MSP service series, aiming at customer experience and greatly improving service management efficiency! You can access services conveniently via the two modules "Cloud Service" and "Service Support" in the menu.
MSP function module for you -
# Bill inquiry #
Based on daily customer requirements scenarios, a customer do not have to log in to the ECCOM monitoring platform or Amazon Cloud technology platform when he or she only wants to check the total amount. By query with "year+month" (yyyymm), the bill amount of a month will be presented to you (please query after the 6th day of each month for the reason of the billing date).
# Resource status #
Different from the web monitoring platform, our WeChat official account pulls all resources into a mobile page. Key information (e.g., name, ID, status) for key AWS resources (EC2,RDS,EBS,ELB) are retained in the homepage. You can click to view details about these resources without logging in to the platform repeatedly. It is convenient for customers to check the recovery of resource status at any time upon receipt of low-level alarm, so as to quickly make the next operation, and truly realize the convenience and efficiency of monitoring.
# Monitoring & alarm #
Compared with traditional alarm means (e-mail, telephone, etc.), WeChat provides customers with the latest alarm information faster and more conveniently, and identifies the importance of alarms according to information. While improving alarm efficiency, it is no longer necessary to pay too much attention to unusual contact methods such as email and frequently log in to the platform to check resource status.
To facilitate data recording, all previous alarms within three months are automatically stored in our WeChat official account, and accessible to customers at a click without having to go through them one by one.
# Service report #
As an important part of ECCOM MSP, service reports provide customers with detailed monthly monitoring data, optimization suggestions and security audit. They are easily accessible to customers without having to log in to the mailbox or download attachments for viewing.
ECCOM will automatically upload the latest summary report for a month to WeChat while sending another report to customers every month. Customers can get health problems, security audit problems and bill optimization problems for the last month in the cloud environment on WeChat, so that they can quickly identify the importance of problems and whether they are required to take the next steps.
Service support function module -
# Online inquiry #
When a customer clicks on Service Support > Online Inquiry, our WeChat online customer service will respond immediately and communicate with the customer through a WeChat dialog box.
Regardless of equipment failure, technical consultation, license management or maintenance inquiry, you can consult online customer service.
The business hours of our WeChat online customer service are from 9: 00 to 17: 00 on weekdays. At other times, it is recommended to call 400-820-5820 or email us at firstname.lastname@example.org. Our workers on duty provide 7*24 services for customers.
# Open a case online #
# Case query #
Case query is divided into precise search and conditional filter -
# Precise search
Enter an ECCOM case number to view relevant information of the case. It includes case status, case responsible engineer and contact information, RMA number and RMA status.
# Conditional filter
Customers can search for previous cases by time or case status.