Colocation data centers offer cost-effective IT hosting services to improve availability, performance, and security. Redundant power, temperature and humidity controls, high reliability Internet connections, and top-level security are required. Data center location and, of course, the cost of the services are key considerations. However, it is often the extra services that differentiate colocation providers.
Though many are familiar with remote hands services, there are varying levels of support offered by different service providers. Remote hands services assist clients with certain tasks without forcing them to travel to the colocation facility. Recycling power on a particular device is a common request. Though this does not require much effort on the part of the colocation staff, it can save clients a lot of time.
High-End Remote Hands
The way remote hands services are delivered can make a big difference. For example, how long does it take for the colocation support team to respond to a service request? Does the staff member communicate questions about the requested service in a clear and timely manner? Does the client receive notification when the requested service has been completed? Finally, is the client charged for remote hands services each time they are requested or is there some level of free remote hands support each month?
Colocation data centers restrict access to only those people who are authorized and who have a valid security card. At times people come to the facility without their cards. In these cases, they may be escorted to their equipment if they are on an approved list. As an additional protection, everyone entering the data center must log in and out and will be video taped as they move through the building.
Key Practices
Physical security is essential at a colocation facility. Servers and other IT systems are secured in locked cages and/or locked cabinets. Though clients are issued keys to open their cages and cabinets, a duplicate set of keys should be kept in a secure place at the colocation data center. There are occasions when an authorized client representative visits the colocation facility and has forgotten to bring the key they need to access their equipment. In these cases, the data center staff can provide a spare key so the client can complete their work without having to go back to their office to retrieve the missing key. Experienced colocation professionals never relinquish control of spare keys. They must be sure there is always a spare. If a client has forgotten their key, the data center support person should escort them to their cage or cabinet and unlock the door. After the work has been completed, the staff will lock up.
Many colocation data centers also accept deliveries and provide secure storage of client’s equipment. Notifying clients when shipments have been received and even reporting the serial numbers of the delivered equipment are helpful services provided.
Lending a Hand
Staff may also help install equipment. From providing carts to move the systems into the data center to helping install the gear in a client’s cabinet, the staff at the colocation data center does what it can to help make installations as easy as possible.
The extra services provided by the team at a colocation data center can make a big difference in client satisfaction. CAPS is committed to providing customer service at a level that stands out from the rest.
