Products and Services Upgrading
To deliver secure and reliable products and services to customers while ensuring stable business operations, VNET continuously increases investment in innovation resources, vigorously advances the upgrades of products and services, and persistently enhances service quality and customer satisfaction.
Technological Innovation
- Technical Innovation and Application
As an industry leader, VNET is consistently at the forefront of technological innovation. The Group leverages its forward-looking strategic layout and profound technological accumulation of knowldedge to focus on the research and development (R&D) of cutting-edge technologies, including green efficiency and intelligence. This allows VNET to deeply integrate advanced technologies with operational scenarios and lead the high-quality development of the data center industry.
VNET collaborated with Eaton to introduce the Energy Router, which leverages Solid-State Transformer (SST) and intelligent energy control technologies to enable flexible bidirectional AC/DC power transmission, driving the industry’s transition from traditional “power distribution” to intelligent “energy management”.After one year of stable operation in 2025, VNET’s SST pilot project fully validated the feasibility and adaptability, as well as its core advantages in efficiency and power density. This established a replicable and scalable technical foundation for future high-voltage DC power solutions.
In June 2025, VNET’s “National Green Data Center Innovative Medium-Voltage DC Energy Router Project” received the Excellent Award in PV-Storage-DC-Flexible Technology at the Xiong’an International Green and Low-Carbon Technology Application Competition. Additionally, we actively contributed to industry standardization by compiling the White Paper on 800V DC Power Supply Technology for Data Centers (Version 2.0), further promoting the standardization and large-scale adoption of medium- and high-voltage DC power technologies.
The Smart Navigation Platform is VNET’s next-generation “O&M brain”, grounded in digitalization, powered by intelligence, and enabled by automation. Leveraging this platform, the Group has significantly enhanced its capabilities in visual management, intelligent scheduling, and cloud-based collaboration. This marks a strategic upgrade of the O&M system from the basic manual-assisted automation to a “Level 3+ autonomous operation” stage with higher autonomous decision-making and intelligent coordination. As a result, operational efficiency, system stability, and sustainable operations have been further strengthened. To date, the platform has been deployed across over 90% of VNET’s self-built data centers.
VNET actively advances O&M digital transformation centered on AI, scaling AI digital avatar applications across multi-dimensional scenarios, such as intelligent drill evaluation, equipment diagnostics, drawing analysis, and personnel training, to achieve all-domain digital intelligence and drive efficient operations.
- Intellectual Property Management
The Group strictly complies with intellectual property-related laws and regulations such as the Patent Law of the People’s Republic of China, the Trademark Law of the People’s Republic of China, and the Copyright Law of the People’s Republic of China. We have formulated internal policies including the Intellectual Property Management Policy and the Trade Secret Management Measures, continuously improved the intellectual property management framework, and revised the organizational structure and responsibilities of intellectual property management.
VNET continues to deepen its expertise in the data center field, actively explores technological innovation directions, and emphasizes the efficient transformation of innovative achievements. Aligned with the Group’s strategic planning, we focus on core technical domains, including renewable energy applications, green energy conservation, intelligent O&M, prefabrication technologies, power systems, liquid cooling technologies, and network computing power, and systematically carry out patent layout. This not only safeguards product iteration and business expansion, but also proactively secures a leadership position at the innovation frontier of cutting-edge technology applications in data centers, enhancing the Group’s future core competitiveness. In accordance with the Patent Cooperation Treaty (PCT), we conduct international patent applications and simultaneously advance overseas patent layout in the United States, Singapore, and other regions, strengthening intellectual property safeguards for VNET to participate in global market competition and expand its business footprint.
While safeguarding its own intellectual property rights, the Group strictly adheres to the bottom line of intellectual property protection and proactively mitigates risks of infringing others’ rights. We monitor peers’ intellectual property application dynamics and proactively identify and avoid infringement risks during the product design phase. Prior to filing applications, the Group implements comprehensive clearance search procedures to minimize potential infringement exposure. When entering contracts with external parties, we carefully review intellectual property clauses, and explicitly define ownership to prevent disputes arising from ambiguous attribution. In 2025, the Group recorded no material incidents of infringing others’ intellectual property rights.
To further enhance intellectual property management efficacy, we continuously refine management practices and strengthen internal incentives for patent innovation and registration. In 2025, the Group launched an intellectual property management system that integrates informatization of intellectual property data and standardization of intellectual property-related requirements, enabling in-depth mining and precise management of innovative outputs and achieving digital, standardized control across the full lifecycle of intellectual property application, maintenance, utilization, and protection. We advance the patent navigation project by constructing a data center industry patent database and conducting in-depth analysis of key technology trend dynamics to assist R&D teams in focusing on core technologies, optimizing research directions, improving R&D efficiency and innovation quality, and promoting the industry’s transition from experience-driven to innovation-driven development.
Additionally, we place high importance on cultivating intellectual property strategic awareness. We conducted targeted training sessions including “Intellectual Property Fundamentals”, “Usage of the Intellectual Property Management System”, and “AI Model Intellectual Property Applications” to elevate all employees’ awareness of intellectual property protection and innovation. Concurrently, we actively participate in industry seminars to stay abreast of the latest policy orientations and industry trends, thereby enhancing corporate innovation capabilities and intellectual property management standards.
By the end of 2025, VNET has accumulated a total of 414 patents, 450 software copyrights and 697 trademarks.
Customer Services
“Continuously creating value for customers” is one of VNET’s core values. We provide customer support and feedback channels, including service hotlines, service email, and face-to-face communication, to ensure customers receive timely assistance. This year, we have continuously optimized the AI customer service ticketing assistant, achieving a 10% increase in ticket creation success rate, enabling more efficient identification of customer appointment requests and enhanced service efficiency.
We place great importance to handling customer feedback and maintaining timely communication. Upon receiving customer inquiries or complaints, we promptly confirm receipt via email or other means and provide updates on resolution progress and estimated completion time within stipulated timeframes until full resolution. Additionally, we transform customer feedback and demands into actionable improvement plans integrated into product and service evaluation, design, development, and operational processes. We continuously strengthen professional training for customer service personnel to comprehensively elevate online problem-solving capabilities, professional competence, and service standards. VNET has obtained ISO 9001 Quality Management System certification and conducts audits on customer satisfaction, complaint handling procedures, and related aspects in accordance with this system to continuously identify service quality improvement opportunities and ensure the sustained efficiency of our customer service.
To continuously improve customer service experience, we conduct nationwide customer satisfaction surveys every year, covering all customers across data center services, network services, cloud services, and Hybrid IT (HIT) services. We gather customer insights across multiple dimensions, including product quality, response speed, technical expertise, service capabilities, and service attitude, to foster long-term partnerships. In 2025, the nationwide customer satisfaction rate reached 99.6%.
