Introduction Thank you for choosing ServerCity for your advanced co-location needs. Rest assured that our entire staff will do everything possible to consistently exceed your service and support expectations.
This handbook has been developed to help communicate key points with respect to operating procedures and general usage guidelines associated with our data center facility and co-location services. It outlines the basic responsibilities you can expect from ServerCity in the delivery of services to you and in turn, also defines ServerCity's expectations of its customers regarding the proper use of the co-location facility and associated services.
Our desire to provide secure and reliable co-location service is dependent on the combined efforts of ServerCity staff and our customers with respect to following defined operating procedures. We encourage all customers to familiarize themselves with this document and encourage anyone with questions regarding its content to contact us at any time.
Contacting Us
General Inquiries & Billing Questions
(Available 10am–6pm Eastern Time Zone, Monday through Friday, holidays excluded)
Phone: (866) 912-HOST
Fax: (702) 360-3523
Technical Support / Customer Support – toll-free
(Available 24 hours a day, 7 days a week)
Phone: (866) 912-HOST
E-mail: support@servercity.com
Web Site
www.servercity.com
Authorization Lists
During the co-location service set-up process, all customers are required to provide ServerCity with a list of individuals who are authorized to physically access or initiate telephone/e-mail support requests associated with the co-located equipment. Only those individuals identified in writing by the customer as authorized administrators may access the co-location area or initiate telephone (or e-mail) requests regarding co-located equipment or services. Each customer is responsible for providing timely notice to ServerCity's Network Operations Group of any changes to the Authorized Access List.
For each individual included on the Authorized Access List, the customer may specify whether the person has the authority to physically access the equipment, initiate phone/e-mail requests or both. Additionally, list members can be flagged as having the ability to request changes to the Authorization List itself.
Part of each Authorization List record includes a password, which must be provided as part of any phone or e-mail support request. While ServerCity encourages the use of user-specific passwords, rather than customer-specific ones, the policy regarding this area remains at the discretion of the customer.
Activity Logging
All customer related support activity, including site access requests, telephone/e-mail support requests and SC initiated support on behalf of a customer (i.e. response to a “server down” alert) are logged into a support tracking system for historical purposes. Information regarding logged support activity specific to a customer's co-location service will be made available to any person on the customer's Authorized Access List upon request.
Access to the SC Data Center
Hours of Availability—ServerCity customers may physically access their equipment 24 hours a day, 7 days a week with no advance notice required.
Parking —Is available in both the front and back of the facility. Vehicles must always be properly parked in accordance with any posted signs and other markings applicable to any of the parking areas around the building.
Loding Docks — Are available at the rear of the facility and are in close proximity to the co-location areas. The loading docks are designed to accommodate full-size tractor-trailer vehicles. However, the dock heights are at ground level, which will require any trucks delivering heavy equipment to provide their own lift gates. Not available at all data centers.
Signing In/Out—Upon their arrival, all visitors to the ServerCity Data Center must sign-in at the Network Operations Center window, located on the main level of the facility. Visitors will be required to provide a valid, picture ID (i.e. Driver's License) so identification can be verified against the customer's defined Authorized Access List. Additionally, visitors will be asked to sign an access log and indicate the nature of their visit. Individuals not listed on the customer's Authorized Access List will not be allowed to enter the data center facility at any time.
Visitors who have been validated will be issued a temporary access card for the duration of their visit and will be allowed to enter the co-location area unescorted. The customer may only access the portion of the Data Center specific to their co-located equipment, unless otherwise approved and accompanied by an authorized ServerCity representative.
At the conclusion of each visit, all access cards must be returned to the Network Operations Center and each visitor must sign-out on the access log. At the discretion of ServerCity, picture IDs presented at the time of sign-in may be retained for the duration of the site visit and returned upon sign-out by the visitor(s).
Technical Support
SC's Network Operations Center is available 24 hours a day, 7 days a week and is responsible for monitoring the security and overall operation of the ServerCity Network. This includes responding to network monitoring alerts, site access requests and other support requests initiated by customers via telephone or e-mail.
Customer representatives who have been authorized to make phone/e-mail requests specific to the co-located equipment may log a request at any time. When calling in, customers will be asked to identify themselves and provide their designated administrative password.
“Remote Hands” Requests
ServerCity is able to provide basic “Remote Hands” services to customers upon request. Simple reboots, checking cables / led's, etc, will be free of charge. More complex steps, which might involve restarting a specific application or service, tape swaps, disk insertions are not considered basic remote hands and will be billed in 30-minute increments at $200 per hour.
ServerCity staff will always strive to accommodate customer support requests to the best of their ability and as rapidly as possible. However, ServerCity reserves the right to decline “Remote Hands” requests if the staff determines that:
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The scope of the request exceeds the technical ability of available ServerCity staff or based on the opinion of ServerCity staff, lacks adequate information required to complete the task.
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The time required to complete the request is deemed excessive.
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The nature of the request poses a physical risk to an ServerCity staff member.
Use of Data Center Facility
Customers and their authorized administrators must adhere to all operating, security and safety measures established by ServerCity and set forth in this Data Center Customer Handbook and other related service agreements which prohibits:
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Misuse or abuse of any property or equipment of ServerCity or third party.
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Unauthorized use of or interference with any property or equipment of any other ServerCity customer.
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Harassment of any individual, including ServerCity personnel and authorized administrators of other ServerCity customers.
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Engaging in any activity that is in violation of the law or aids or assists any criminal activity while in a ServerCity facility or in connection with the Data Center Services provided.
It is each customer's responsibility to keep their co-location area clean and free of debris and refuse. The customer shall not, except as otherwise agreed to in writing by ServerCity:
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Place any computer hardware or other equipment in a co-location area that has not been identified to ServerCity.
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Place any 3rd-party power apparatus including power strips or extension cords in the co-location area.
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Store any paper products or other combustible materials of any kind in the co-location area (other than equipment manuals)
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Bring any prohibited material, as defined below, into the ServerCity facility. "Prohibited Materials" include, but are not limited to the following:
- Food or beverages
- Tobacco products
- Explosives or weapons
- Hazardous materials
- Alcohol, illegal drugs or other intoxicants
- Electro-magnetic devices that could unreasonably interfere with computer and telecommunications equipment
- Radioactive materials
- Photographic or recording equipment of any kind (other than data back-up equipment)
Equipment and Connections
Unless specifically contracted to ServerCity, customers are responsible for the provisioning, maintenance, repair and service functions of customer-owned, colocated equipment.
Each piece of equipment installed in a customer area must be clearly labeled with the customer's name or ServerCity assigned customer number. Each connection to and from a piece of customer equipment shall be clearly labeled with the customer's name or customer number at both the starting and ending point of the connection. Colocated equipment must be configured and run at all times in compliance with the manufacturer's specifications, including power receptacle, power consumption and equipment clearance requirements.
Scheduled Maintenance
From time to time, ServerCity will conduct scheduled maintenance of its Data Center infrastructure. ServerCity will provide a minimum of 48 hours notice of all scheduled maintenance via e-mail. Please send an email to support@servercity.com should you have any questions or concerns about our Scheduled Maintenance. In the event a mission critical maintenance situation arises, ServerCity may be required to perform emergency maintenance at any time and will make every effort to communicate these situations to customers in a timely manner.
Online Conduct
ServerCity exercises no control whatsoever over the content of the information passing through the customer's colocated system(s). It is the sole responsibility of the customer to ensure that the information it and its users transmit and receive complies with all applicable laws and regulations as well as ServerCity's Acceptable Use Policy, which can be found on the our website at www.servercity.com/acceptableusepolicy.php
ServerCity reserves the right to suspend and/or terminate a customer's service at any time for any material failure of the customer, its authorized administrators or its users to comply with our Acceptable Use Policy.
Convenience Services
Customer Work Areas—For extended customer visits requiring time-consuming hardware/software installs and upgrades, ServerCity provides temporary customer work areas, which are available on a first-come, first-served basis.
Storage Lockers—Are available and may be rented for a monthly fee for secure storage of customer materials associated with their colocated equipment. Not available in all datacenters.
Equipment Carts—Are provided for the purpose of bringing equipment in and out of the data center. Monitors and keyboards can also be placed on the carts to complete quick administrative tasks at the customer's co-location area.
Monitors & Input Devices—ServerCity maintains an inventory of computer monitors, keyboards and mice which can be placed on an equipment cart or in the customer work areas for server administration, software installation as well as hardware testing and configuration during customer visits.
Short-Term Secure Storage—On occasion, customers may need to ship equipment to ServerCity prior to their scheduled site visit. ServerCity has made a short-term secure storage area available for this purpose, but requires advanced notice of any such shipment. Not available in all datacenters.
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