Products and Services Upgrading

VNET consistently regards product and service innovation as the core engine propelling the Group's growth. While ensuring stable business operations, we continue to scale up investment in innovation, enhance service quality, and elevate customer satisfaction, delivering secure and reliable products and services to our clients.

Technological Innovation

·Technical Innovation and Application

Leveraging its foresighted strategic vision and profound technological accumulation, VNET actively promotes synergistic innovation between technological advancement and industrial application. Through comprehensive collaboration with industry partners, we are accelerating the transformation of data centers toward intelligence and sustainability, thereby injecting new vitality into the digital economy.

In December 2024, VNET joined forces with Eaton to co-develop and launch the "10kV Medium-Voltage Energy Router Solution". This innovative solution integrates medium-voltage, low-voltage, solid-state transformers, and intelligent control technologies, achieving a high-efficiency energy conversion rate of 98.3%. By significantly reducing heat generation and temperature rise, it enhances power supply reliability. This technology promotes the application of green energy, providing strong support for enterprises' sustainable development.

Our self-developed intelligent data center operation solution, the "Smart Navigation Platform", enables comprehensive intelligent management of personnel, facilities, and workflows within data centers, significantly enhancing energy efficiency and operational maintenance performance. Currently, 62 buildings nationwide have been connected to the "Smart Navigation Platform". Moving forward, we will continually promote the full coverage of intelligent O&M systems across our self-owned data centers while actively empowering upstream and downstream partners in the industrial chain. Together, we strive to contribute to the sustainable development of data centers through collaborative innovation.

·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 the Intellectual Property Management Policy, continuously improved the intellectual property management system, and clarified the organizational structure and responsibilities of intellectual property management.

VNET keeps exploring new technological frontiers in data centers and prioritizing the timely and effective translation of innovative achievements. Aligned with the Group's development strategy, we deploy patents across technical domains including renewable energy applications, green energy conservation, intelligent O&M, power systems, and network computing power. While safeguarding product and business growth, this approach proactively secures a leadership position in cutting-edge technology applications for data centers, enhancing the Group's future competitiveness. We have initiated international patent applications in accordance with the Patent Cooperation Treaty (PCT) and have undertaken overseas patent distributions in the United States and Singapore, providing VNET a solid backup in order to openly participate in global market competition.

The Group avoids infringing on others' intellectual property rights while safeguarding its owned intellectual property rights. We keep track of the patent applications of peers to avoid infringement of other parties' intellectual property rights at the product design stage. Meanwhile, before filing intellectual property applications, we conduct clearance searches to prevent potential violations. When entering contractual agreements with other parties, we rigorously review intellectual property-related clauses to explicitly define intellectual property ownership, thereby preventing disputes arising from ambiguous ownership. In 2024, there were no material intellectual property infringement cases in the Group.

We continue to strengthen our strategic awareness of intellectual property, optimizing intellectual property management and enhancing internal incentives for patent innovation and trademark registration. To fortify internal intellectual property protection consciousness, standardize intellectual property operations, and improve patent application efficiency, the Group introduced an intellectual property management system this year to empower innovation. At the same time, we actively engaged in industry seminars to stay abreast of the latest policies and trends, elevating our innovation capabilities and intellectual property management standards. In training initiatives, we have organized diverse intellectual property programs such as "Intelligence-Driven Innovation" through various means, including internal organization and inviting external lecturers. Moreover, we launched a patent navigation project, using the patent big data to construct a patent database for the data center industry, analyzing the key technologies development to further fuel our research and development (R&D) innovation.

Relying on its remarkable achievements in the intellectual property domain, VNET was honored with the title of "2024 Beijing Intellectual Property Advantage Enterprise".

By the end of 2024, VNET has accumulated a total of 341 patents, 391 software copyrights and 688 trademarks.

Customer Services

VNET attaches great importance to customer services. To continuously improve customer service performance, we conduct nationwide customer satisfaction surveys twice a year, covering all customers across data center services, network services, cloud services, and Hybrid IT (HIT) services, evaluating product quality, response speed, technical expertise, service capabilities, and professionalism. This aims to collect holistic customer feedback and foster deeper partnerships. In 2024, the nationwide customer satisfaction rate reached 99.63%, with data center services achieving an impressive 99.72%.

Building on these surveys, we established a spot-check mechanism for data center services satisfaction. This involves timely satisfaction surveys with a sample of clients utilizing data center services on any given day. Negative feedback triggers immediate issue tracking and rectification, with resolutions synchronized across all data centers nationwide. The spot-check satisfaction rate for 2024 stood at 100%.

We have developed a survey feedback mechanism. The responsible department analyzes and rectifies the problems or suggestions proposed by customers, and the customer service personnel conducts follow-ups to confirm that the cases have been properly resolved. Meanwhile, we strengthen the professional training of customer service personnel to enhance their online problem-solving abilities, professionalism, and service quality. In 2024, we also pioneered an intelligent customer service project, creating an intelligent ticketing assistant to preliminarily identify customer data center booking needs and boost service efficiency. This innovation was recognized by being selected for the List of Chaoyang District Innovation Workshops in 2024.