NOVEL TECH TRADING LIMITED

At NOVEL TECH TRADING LIMITED, we are committed to providing reliable, professional, and transparent cloud server and dedicated server services. Our team is focused on supporting customers throughout the service lifecycle, from server selection and provisioning to configuration, maintenance, technical assistance, and service management.

This Team & Services Policy explains our service approach, team responsibilities, support standards, and the general scope of assistance available to customers.

1. Our Service Commitment

We aim to provide practical server solutions designed around performance, reliability, flexibility, and ease of management.

Our services are intended to help customers deploy and operate server infrastructure without unnecessary administrative complexity. Depending on the service selected, customers may receive access to dedicated server resources, cloud server environments, server configurations, technical assistance, and related infrastructure services.

We strive to:

  • Provide clear and understandable service information.
  • Process service requests efficiently.
  • Assist with server provisioning and basic configuration where applicable.
  • Respond to technical concerns in a professional manner.
  • Help identify and troubleshoot service-related issues.
  • Maintain transparent service procedures.
  • Protect customer information and service-related data.
  • Continuously improve our service processes and customer experience.

2. Our Team

Our service operations are supported by personnel responsible for customer assistance, server provisioning, technical administration, troubleshooting, and general service coordination.

Our team may assist customers with matters including:

  • Service selection and general product information.
  • Server provisioning and activation.
  • Basic server configuration.
  • Installation of primary services where included.
  • Security updates and routine maintenance.
  • Server monitoring.
  • Basic server optimization.
  • Backup-related procedures where applicable.
  • Availability and connectivity issues.
  • General troubleshooting.
  • Service changes and cancellation requests.

The exact scope of assistance depends on the service purchased, its technical specifications, and the services included with the customer’s order.

3. Cloud and Dedicated Server Services

NOVEL TECH TRADING LIMITED provides server solutions designed for different computing requirements.

Depending on the available service, customers may select configurations based on factors such as:

  • Processor resources.
  • Memory capacity.
  • Storage capacity and type.
  • Operating system.
  • Server location.
  • Network requirements.
  • Dedicated or virtualized resources.
  • Other technical specifications displayed with the applicable service.

Customers are responsible for selecting a configuration that is appropriate for their intended workload.

4. Server Provisioning

After an order has been successfully processed, our team may begin the applicable provisioning process.

Provisioning may include:

  • Preparing the selected server environment.
  • Allocating the purchased resources.
  • Installing the applicable operating system.
  • Installing primary services where included.
  • Applying basic configuration settings.
  • Performing initial checks.
  • Providing the required access information.

Provisioning times may vary depending on the selected service, configuration, availability of resources, technical requirements, and any additional configuration requested.

5. Technical Support

Our technical support is intended to help customers address service-related issues and understand the basic operation of their server environment.

Depending on the service, support may include assistance with:

  • Server availability.
  • Basic connectivity problems.
  • Initial configuration.
  • Operating system-related issues.
  • Primary service installation.
  • Basic server optimization.
  • Routine updates.
  • Monitoring-related concerns.
  • General troubleshooting.

Support does not necessarily include administration of applications, custom software development, complex system architecture, or third-party services unless specifically included with the purchased service.

6. Server Maintenance

Routine server maintenance may involve activities intended to maintain the general stability and security of the server environment.

Where applicable, maintenance services may include:

  • Security updates.
  • System updates.
  • Service monitoring.
  • Installation of primary services.
  • Basic configuration adjustments.
  • Basic server optimization.
  • Routine technical checks.

Some maintenance activities may be automated or performed periodically by our technical team.

The availability and scope of maintenance services depend on the specific service purchased.

7. Availability and Service Issues

If a server experiences an availability or technical issue, our team may investigate the matter and take reasonable steps to identify the source of the problem.

Depending on the circumstances, troubleshooting may involve:

  • Checking the server status.
  • Reviewing relevant system conditions.
  • Identifying configuration issues.
  • Checking basic connectivity.
  • Restarting applicable services where appropriate.
  • Applying necessary configuration adjustments.
  • Escalating infrastructure-related issues when required.

Resolution time can vary depending on the nature, complexity, and underlying cause of the issue.

8. Security and System Protection

Security is an important part of responsible server management.

Where applicable, our technical services may include routine security updates, basic system maintenance, monitoring, and other reasonable measures intended to support the security and stability of the server environment.

Customers remain responsible for securing their applications, accounts, credentials, installed software, databases, websites, and other content hosted on their server unless a specific management service states otherwise.

Customers should use strong credentials, maintain appropriate access controls, and avoid installing software or configurations that may compromise system security.

9. Backup Services

Backup requirements can vary significantly depending on the customer’s workload and infrastructure.

Where backup-related services or procedures are included, our team may assist with maintaining applicable backup arrangements for supported server environments.

Customers should independently determine whether the available backup arrangement is sufficient for their business, applications, and data requirements.

Unless specifically stated as part of a purchased service, customers should not assume that all server data is automatically backed up or that every type of data can be recovered.

10. Customer Responsibilities

Customers are responsible for the lawful and appropriate use of their server resources.

Customers should:

  • Keep account and server credentials secure.
  • Maintain appropriate access controls.
  • Use server resources in accordance with applicable laws.
  • Ensure that installed software is properly licensed where required.
  • Maintain their own applications and website content where applicable.
  • Keep important data backed up where necessary.
  • Provide accurate information when requesting technical assistance.
  • Cooperate with reasonable troubleshooting procedures.
  • Avoid activities that may compromise server stability, security, or network availability.

Customers are responsible for the content, applications, data, and services operated through their server unless otherwise agreed.

11. Third-Party Software and Services

Servers may operate with third-party operating systems, applications, software, control panels, security tools, or other technologies.

Our ability to provide support for third-party products may be limited by the product’s licensing terms, documentation, technical restrictions, or support structure.

Where an issue originates from third-party software or infrastructure outside our reasonable control, we may provide reasonable assistance in identifying the issue but cannot guarantee resolution of the third-party component.

12. Service Limitations

Our services are provided according to the specifications and scope associated with the applicable service.

Unless expressly included, our services do not automatically cover:

  • Custom software development.
  • Application development.
  • Extensive database administration.
  • Complete website management.
  • Custom network architecture.
  • Unrelated third-party systems.
  • Customer-specific programming.
  • Recovery of data that has not been backed up.
  • Resolution of problems caused solely by customer-installed software or configurations.

Additional technical work may require separate arrangements depending on the circumstances.

13. Service Changes and Maintenance

From time to time, technical maintenance, infrastructure improvements, software updates, or other operational activities may be necessary.

Maintenance activities may affect particular services depending on their nature and scope.

We will make reasonable efforts to manage maintenance activities responsibly and minimize unnecessary disruption. However, certain technical circumstances may require temporary service interruptions or configuration changes.

14. Customer Communication

We aim to provide clear and professional communication when handling service-related matters.

Customers may contact our team regarding:

  • Service information.
  • Orders and provisioning.
  • Technical problems.
  • Server availability.
  • Configuration questions.
  • Maintenance matters.
  • Cancellation and refund requests.
  • Other matters related to purchased services.

Providing accurate order and technical information can help our team investigate issues more efficiently.

15. Privacy and Confidentiality

We recognize the importance of protecting customer information.

Customer information is handled in accordance with our Privacy Policy. Our team will use customer information only as reasonably necessary to provide services, process requests, maintain service operations, communicate with customers, and meet applicable legal or operational requirements.

Customers should avoid sending unnecessary confidential information when requesting technical assistance.

16. Professional Service Standards

We aim to maintain a professional and respectful service environment.

Our team is expected to:

  • Communicate clearly.
  • Handle customer requests responsibly.
  • Treat customers respectfully.
  • Provide accurate service information.
  • Avoid misleading statements.
  • Protect customer information.
  • Follow applicable operational procedures.
  • Escalate technical matters when necessary.

We also expect customers to communicate with our team respectfully and provide sufficient information when requesting assistance.

17. Service Improvement

Technology and server requirements continually evolve. We may periodically review and improve our service processes, technical procedures, support practices, and infrastructure arrangements.

Service improvements may include changes to provisioning processes, monitoring procedures, configuration methods, maintenance practices, or other operational processes.

Such improvements are intended to enhance service reliability, usability, security, and customer experience.

18. Policy Updates

We may update this Team & Services Policy from time to time to reflect changes in our services, operational procedures, technology, or applicable requirements.

The latest version published by NOVEL TECH TRADING LIMITED will apply to our current service practices.

Customers are encouraged to review this policy periodically.

19. Contact

For questions concerning our team, services, technical assistance, or this Team & Services Policy, customers may contact:

NOVEL TECH TRADING LIMITED
Contact Person: Lin Lihua
Address: RM D, 13/F, SUN FAI COMM CENTRE, 576 RECLAMATION ST, MONG KOK, HONG KONG

We will review service-related inquiries and provide assistance within the applicable scope of the customer’s service.

20. Acknowledgment

By using services provided by NOVEL TECH TRADING LIMITED, customers acknowledge that they have reviewed this Team & Services Policy and understand the general responsibilities, service scope, and support principles described above.

This policy should be read together with our Privacy Policy, Refund & Cancellation Policy, Shipping & Service Delivery Policy, Terms & Conditions, and other applicable service terms.