Introduction

Welcome to vXchnge Data Centers.

Thank you for choosing vXchnge for your colocation needs. This document contains information regarding access to our Data Centers, security, installation/maintenance guidelines, requests for new services/upgrades, trouble reporting and other items to ensure the safe, and efficient operation of your equipment within our Data Centers.

We look forward to providing you with world-class service and support. Our Operations Service Support Center (OSSC) staff is ready to assist you 24/7.

Updates Since Last Release

Effective Date: November 19, 2019

Purpose

vXchnge Operating, LLC (“vXchnge”) Policies and Procedures (“Policies”) govern colocation and/or interconnection participation at all vXchnge facilities, as referenced in the Master Service

Agreement or prior versions of same (“Agreements”) and Customer Orders between vXchnge and its Customer. These Policies are designed to ensure that all Customers (as well as their customers) and others accessing the vXchnge facilities on their behalf, (collectively, “Customer”), and their property and equipment housed in the facilities are afforded an equivalent level of protection and quality of service. In order to maximize the uniformity and

value of these Policies, and in recognition of the evolving nature of the telecommunications and Internet industries, vXchnge may update this document from time to time without any prior notice. Copies of these Policies are always available upon request or downloadable on in\site.

In its underlying Agreements, vXchnge asks all customers to abide by these Policies and to ensure that their employees, agents, invitees, and guests are familiar with and abide by them. vXchnge reserves the right to enforce these Policies through various mechanisms that include restrictions on or denial of additional services and/or access to vXchnge premises and, in extreme cases, termination of the underlying Agreement. Please note, enforcement of these Policies is not dependent on our customer’s formal notification of said Policies, and all Customers are responsible for knowing and understanding the Policies contained within, and ignorance of said Policies does not inhibit vXchnge’s ability to enforce.

For consistency, the terms used in the Policies that follow, have the same meanings as in the Agreements (unless otherwise noted). vXchnge’s Operations and Sales departments are always ready to answer any questions that arise.

Contact Details

vXchnge East

Secaucus, NY

NYC, Westchester, NY

Cleveland, OH

Philadelphia, Pittsburgh, PA

vXchnge Central

Minneapolis, St. Paul, MN

Nashville, TN

Raleigh/Durham, NC

St. Louis, MO

vXchnge West

Santa Clara, CA

Austin, TX

Portland, OR

Note: Technical support calls may be monitored and recorded for record-keeping, training, and quality assurance purposes.

General & Billing Inquiries

Main Number: (201) 453-5300

Main Fax: (201) 453-5318

8:00 AM - 5 PM Eastern Monday - Friday, excluding holidays:

salesorg@vxchnge.com

billing@vxchnge.com

 

Technical Support (24/7)

(800) 553-1829

support@vxchnge.com or in\site

General & Billing Inquiries

Main Number: (201) 453-5300

Main Fax: (408) 545-0549

8:00 AM - 5 PM Pacific Monday - Friday, excluding holidays:

salesorg@vxchnge.com

billing@vxchnge.com

 

Technical Support (24/7)

(800) 553-1829

support@vxchnge.com or in\site

vXchnge Data Center Access Policy and Compliance

For access to all vXchnge facilities, Customer is required to comply with vXchnge’s general security procedures (see the section entitled “Security and Emergency Procedures” later in this document). Approved access to vXchnge facilities is restricted to those individuals whose names have been provided by the Customer and in turn, enrolled in the access control system at permitted locations.

Upon execution and implementation of an Agreement with vXchnge, and receipt by vXchnge of the Customer Contact Information form (CCI), provided to Customers as part of the onboarding process, those names identified on the CCI will be granted access to the appropriate vXchnge Data Centers. Customers may add or remove names to its CCI by making changes through in\site, the vXchnge customer platform, or submitting the CCI form at the following email address: cciupdates@vXchnge.com. Customers are welcome to enter the vXchnge facilities in order to install, operate or maintain their equipment, and conduct business as outlined in the Agreement. vXchnge will not permit access to the Data Center if a representative of your company does not have a valid Customer Contact Information (CCI) form authorization on file or does not have data center access authorization within in\site. All CCI form updates must be submitted by the person(s), who is/are authorized to update CCI information (“Contact Administrators”), at least 24 hours in advance of their security registration process.

Access can be granted to contractors and other third parties through in\site by Master Administrators, users who have the ‘User can grant temporary Data Center access to others’ option enabled, or by users authorized to create Site Access Support tickets. When creating Site Access tickets, a start and end time for access must be entered, and the name of the individual(s) must be submitted. Upon submitting the ticket, a confirmation will be sent to your email.

vXchnge provides access to its facilities 24 hours per day, 7 days a week. The right of entry is in accordance with any additional policies and procedures identified by the management of the buildings in which vXchnge facilities are housed (e.g., certain entry doors, stairways or elevators that must be used, or building sign-in procedures). During such visits, Customers may inspect their equipment and the immediate area(s) where their equipment is located and work on their equipment.

Customers are obligated to follow vXchnge policy when receiving access:

  • All customer personnel who wish to access the facility must be registered with the vXchnge Access Control System.
  • No one under 18 years of age is allowed in the Data Center.
  • All visitors are required to use both their pin code and biometric device in order to enter the facility (for facilities employing both biometric and PIN codes).
  • All visitors are required to enter their pin code (if applicable) in order to EXIT the Data Center (for facilities employing both biometric and PIN codes). Failure to do so will activate the security alarm.
  • A Certificate of Insurance for both General Liability and Workers Compensation must be on file with accounting before the customer can be registered in our security system (see co-location contract).
  • The “authorized person” can authorize new/additional personnel to enter the data center through the User Management module within in\site.
  • An “authorized person” must grant access through in\site or submit a CCI authorization form for a particular user before that user gaining access to a vXchnge facility.
  • To cancel or reassign access, the “authorized person” must remove access or delete the user from within in\site.
  • Presenting a valid government-issued photo identification is required to access the facility.
  • Each authorized representative will be supplied with her/his own unique access code linked to their biometric data.
  • All visitors and guests of the facility are required to sign the Data Center Visitor Log to acknowledge vXchnge’s non-disclosure statements before entering the data center.
  • No “Tailgating.” Please do not allow anyone to enter secure access doors when entering or existing said areas.

Authorization Lists/IDs

 

Only those individuals identified through in\site or in writing by the Master Administrator as authorized administrators may access the colocation area or initiate requests regarding collocated equipment or services. For each individual listed in the User Management module within in\site or included on the CCI form, the primary customer contact 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 CCI form itself. Part of each Authorization List record includes an administration password, which must be provided as part of any phone or e-mail support request. vXchnge encourages the use of user-specific passwords, rather than customer-specific ones.

If the individual included in in\site or the CCI form is an independent consultant or vendor (i.e. named person is not an employee of their company), please follow the instructions above to grant access for these individuals. vXchnge requires current General Liability and Workers Compensation insurance for that consultant or vendor on file before access can be granted.

Customer Conduct

  • Customer and Customer’s employees, agents, clients, customers, invitees, and guests shall be responsible for the observance of all Rules and Regulations set forth herein.
  • Each customer will maintain its co-location area in an orderly and clean manner and in good repair and condition (reasonable wear and tear only excepted). No customer may leave litter, cartons, packaging or other unnecessary items overnight in or around its space.
  • Absolutely no food or beverage is allowed in any vXchnge data center at any time.
  • All empty equipment boxes and combustible materials must be removed from the data center or placed at designated disposal area (unless a technician is removing waste). Failure to comply will result in a Remote Hands Ticket charge.
  • Customers must keep the area surrounding of their cabinets/cages clean of cables and equipment. All cables must be organized in wire management.
  • Walking area surrounding cabinets should be clear of cables, boxes or any other equipment.
  • All vXchnge Co-location facilities are non-smoking. Customer, its employees, its invitees and guests shall not smoke in the Space, Building or indoor common areas.
  • vXchnge prohibits engaging in any activity that is in violation of the law or aids or assists any criminal activity while in a vXchnge facility or in connection with the Data Center services provided.
  • vXchnge prohibits the harassment of any individual, including vXchnge personnel and authorized administrators of other vXchnge customers.
  • No customer may touch, access, tamper or interfere with another customer’s space, equipment or property. No customer may alter, tamper with, adjust, or repair space, equipment or property of vXchnge.
  • No customer may eat, or drink within the facilities except within areas designated by vXchnge.
  • Alcoholic beverages or illegal controlled substances may not be used anywhere within the site. No person under the influence of these substances will be permitted access to the Premises.
  • Customer shall not use any method of heating or air conditioning other than the approved design provided by vXchnge. Customer shall not waste electricity, water or air conditioning. Customer shall keep corridor doors closed.
  • Customer shall not interfere with radio or television broadcasting or reception from or in the Building or elsewhere.
  • Customer shall not install any radios or television antennas, satellite dish, loudspeakers or other devices on the roof or exterior walls of the Building/Space except as provided under the Master Service Agreement.
  • Customer shall not create or maintain a nuisance in the Space. Nor make or permit any noise or odor use or operate any electrical or electronic devices that emit loud sound, airwaves, or odors, that are objectionable to other Customers of the Building or any adjoining building or premises; nor shall the Space be used for lodging or sleeping nor any immoral or illegal purpose that will violate any law, damage to the Space, or injure the reputation of the Building or Property or Space.
  • No signage, placard, pictures, advertisement, name or notice shall be installed or displayed on any part of the inside or outside of the Building and/or space without the written consent of vXchnge. vXchnge shall have the right to remove, at the Tenant’s expense and without notice, any signage installed or displayed in violation of this rule. All approved signage or lettering on doors and walls shall be printed, painted, affixed or inscribed at the expense of the Customer by a subcontractor/vendor selected by vXchnge. In addition, vXchnge reserves the right to change from time to time the format of the signage or lettering and to require previously approved signs to be appropriately altered.
  • Customer shall not mark, drive nails, screw or drill into the walls, flooring, or ceilings, or in any way deface the Space without specific prior written approval from vXchnge.
  • Customer shall be responsible for the cost of any repairs related to any damage resulting from non-compliance with this rule.
  • Customers may not alter, tamper with, damage, adjust, repair, interfere with, or breach the security of its Licensed Space or the facility (including, without limitation, the electrical and other building systems of the facility). Any equipment or property leased, licensed or owned by vXchnge (including, without limitation, any Cross- Connects, mechanical equipment or electrical equipment, which only vXchnge will install, repair or alter.
  • Restricted access areas include but are not limited to another Customers’ licensed space, supporting structures, vXchnge tray systems, equipment areas, and any area marked as Restricted.
  • Customers may not take any photographs, visual recordings, or audio recording inside the Data Center unless you have prior written approval from vXchnge.
  • Abandoned vehicles in dedicated parking facilities are subject to be towed at the owner’s expense.

Compliance

  • Certifications and full audit reports can be downloaded via the in/site business intelligence platform at any time and on-demand.
    • vXchnge has achieved the following certificates supporting our Compliance goals of Information Security: ISO 27001:2013, SSAE 18 Type 2, SOC1 Type 2, HIPAA/HITECH, PCI: DSS 3.2.
    • Full Audit Reports are available via the in\site business intelligence tool using the Reports Tab, Compliance Reports.
  • Audit periods
    • Certificates are valid from June of the current year through May of the following year.
    • Bridge Letters are made available for customers on-demand via in\site.
  • GDPR
    • vXchnge understands the need for supporting those customers who fall within the scope of GDPR; specifically, the treatment and protection of an individual’s Personal Identifiable Information (PII). vXchnge maintains an ISO 27001 Certificate and has verified our standards to support Information Security across our internal systems. vXchnge has implemented incremental procedures to address PII Removal. Primary control of the customer Contact Records is controlled/managed by the customer and contained in the in\site Customer Profile. Should an individual’s PII Removal be requested beyond those in\site Customer Contact Records, please submit the request via a support ticket.

Account and Insurance Policies

Customers are required to comply with vXchnge accounting and insurance policies as stated in their contract document. Any customer authorized personnel/consultant must also adhere to these rules:

  • Customers/Consultants are required to maintain a current Certificate of Liability for both General Liability and Worker’s Compensation (reference co-location contract), naming vXchnge as additional insured.
  • All accounts are due upon receipt. Past due accounts are subject to suspension and may be charged penalty before reactivation.
  • Accounts must be current and paid in full (i.e., good standing) in order for any customer representative access to the premises.

Use of Datacenter Facility

By its Agreements, vXchnge grants Customer access to and the right to use the identified space and facilities to accommodate their equipment. These Agreements do not grant to the Customer or its customers or any other third parties any real property or leasehold interest in the space or the remaining portions of the vXchnge facility. Customers in a direct contractual relationship with vXchnge are required to assume responsibility for loss or damage caused to the space or the facility by their employees or representatives. Additional consent

documentation may be required where Customer’s customers are to be granted access to the Customer space. Therefore, vXchnge requires that Customer not bring into those facilities or install, racks or other distribution infrastructure without vXchnge’s prior knowledge and approval.

Similarly, vXchnge does not allow Customer to perform any unapproved construction or modifications to any vXchnge facility. This generally includes the erection of any signs, devices or fixtures or any alterations, additions or other modifications. In order to maintain the proper configuration and operation of each facility, vXchnge must oversee any approved special installation or construction.

vXchnge requires that Customer keep the area in which their equipment is located in good order and dispose of all non-hazardous waste in trash receptacles. Hazardous substances and waste are specifically prohibited in all vXchnge facilities, and Customer is not allowed to generate, store or dispose of any hazardous substances at any vXchnge site. Should a customer release any hazardous substance in or around the vXchnge Premises, the customer is required to notify vXchnge promptly and will be responsible for any removal or clean up.

vXchnge and its Customer recognize that each vXchnge site is a shared environment used by many different Customers and networks. As such, a customer may not itself, or authorize or permit others to, create a nuisance, interference or hazard within the vXchnge facility. In the event that vXchnge identifies any such nuisance, hazard or other interference or service obstruction, the offending customer must take immediate steps to eliminate the problem, understanding that vXchnge reserves the right to disconnect any equipment should a solution not be found in a reasonable time.

In order to maximize the efficient use of each of its facilities, vXchnge determines where in the facility each customer’s equipment will be located and (although such occurrences are extremely rare) may need to have certain equipment relocated to comparable space within a given site. Whenever such moves are deemed necessary, vXchnge will provide notice as far in advance as is reasonably possible (with a goal of at least 30 days) and will work in good faith with the affected Customer to minimize any service disruptions. In the unlikely event of an emergency or hazard, vXchnge will take whatever steps are necessary to address the problem, including the relocation of equipment, and will provide notice to the affected Customer as soon as possible thereafter. vXchnge will be responsible for the physical move and costs related to relocating the equipment except where the relocation was caused by the customer. vXchnge will invoice Customer for such moves in the event that they are due to the customer’s breach of the Agreement.

Equipment, Materials and Connections

In an effort to provide seamless installation support and ensure the customer’s space is appropriately prepared, vXchnge suggests that our Customers provide a detailed installation plan 30 days prior to the installation of equipment. The installation plan should include a spreadsheet detailing the make and model numbers for the devices to be deployed (including the basic device configuration details) and a rack-level diagram if available. In the absence of an approved plan, vXchnge may be unable to meet the customer requested installation timeframe. vXchnge reserves the right to require Customer to rework equipment configurations in order to remain within the vXchnge site specifications.

Customers are responsible for the proper installation, configuration and maintenance of their equipment in vXchnge facilities and for any connections to the vXchnge distribution infrastructure, even when installed by a vXchnge technician. Upon completion of installation, are responsible for promptly removing all packaging and/or other materials brought into the facility. Because such materials may pose a hazard, health or safety risk to others, Customer may be required to reimburse vXchnge for any reasonable expenses resulting from vXchnge’s removal and/or disposal of such materials. At the conclusion of any work in the Data Center, the customer shall ensure all cables are routed and dressed neatly, and all doors are closed and locked, and the equipment or area is left in a closed, orderly, and secure manner.

For all installations, vXchnge must approve Customer’s projected floor loadings to ensure that items do not exceed either the load per square foot that the floor is designed to support or the maximum legal limit for the space. vXchnge reserves the right to prescribe the weight and position of all equipment installed in the facilities, and Customer will be invoiced for any necessary engineering evaluation, floor support design and installation resulting from the placement of equipment that exceeds floor load specifications. Such Services will require a mutually agreeable Customer Order prior to installation.

The customer is also responsible for the ongoing maintenance and configuration of their equipment to ensure that their equipment and software are compatible with and do not interfere with the proper operation of the vXchnge distribution infrastructure or other Customer.

vXchnge is not a customs agent and will not sign powers of attorney or like documentation for the importation of equipment on behalf of Customer. The customer is responsible for retaining its own customs agent for payment of duties, completion of paperwork, etc. to process shipments through customs.

vXchnge requires at least 30 business days prior written notice from the customer if the customer intends to completely remove all of the customer’s equipment from the vXchnge premises.

vXchnge prefers that Customers remove, pack and ship their equipment themselves. In certain situations, vXchnge will perform the service pursuant to a Remote Hands ticket but will only pack and ship customer equipment if customer executes a complete waiver and release and subject to other requirements outlined in the Handbook. vXchnge reserves the right to use third party vendors to perform the work on our behalf if the Statement of Work requires specialized assistance. vXchnge disclaims any liability for any loss or damage resulting from vXchnge performing these services.

Bandwidth & Interconnection Rules

1) Bandwidth Access Service

In addition to the foregoing, the following policies apply only to vXchnge’s bandwidth access services. Such resale of bandwidth access is subject to terms and conditions of the respective bandwidth access provider and the AUPs referenced below.

2) vX\defend

vX\defend is a premium Internet Access service offering from vXchnge. With vX\defend, we provide high performance, highly available Internet Access with DDoS attack protection. This no-compromise solution is designed to protect customers that cannot afford service disruptions and downtime from denial of service attacks. The service is backed by redundant industry- leading ISPs for increased resiliency and low latency, with robust Distributed Denial of Service (DDoS) protection built-in.

vXchnge will make all commercially reasonable efforts to provide protection from DDoS attacks in accordance with the respective access provider’s terms and conditions. However, due to the nature of attacks, vXchnge cannot guarantee that all attacks will be detected and/or mitigated; nor does vXchnge guarantee that all IP traffic patterns that initially appear to be attacked are actual attacks.

3) vX\direct - Cogent

vX\direct is an Internet Access service offering with a named Internet Service Provider contracted through vXchnge. Powered by one of the most interconnected networks, Cogent provides reliable, scalable and affordable bandwidth. The service is backed by the vX NOC and the ISP local customer support centers.

Any burstable overages associated to DireXConneX may be billed 60 to 90 days in arrears.

4) Equipment Maintenance

From time to time, vXchnge and/or third-party internet access provider(s) may need to perform maintenance on or upgrades to its equipment. vXchnge will provide as much advanced notice as possible prior to any scheduled maintenance or upgrade work and will use its commercially reasonable best efforts to minimize or avoid service interruptions during such periods. vXchnge also reserves the right to perform emergency or unscheduled maintenance outside of planned maintenance times, as needed to preserve the integrity of its network. In these cases, vXchnge will provide as much prior notice to the designated primary Customer contact as possible.

5) Burstable Bandwidth Committed Information Rate (95th percentile)

The vXchnge Bandwidth Measurement System collects the data points for the average sum of input and output traffic flow by connection of customer's equipment to the vXchnge network; every five minutes, 24 hours a day, 7 days a week.

Over the billing period, the highest five percent total traffic data points are discarded. The remaining data points are designated as the 95th percentile usage value.

The 95th percentile value of the total traffic is used to determine the additional bandwidth usage with respect to ‘committed’ usage bandwidth. For multiple circuits the customer is billed by taking the 95th percentile of each circuit

For multiple circuits the customer is billed by taking the 95th percentile of each circuit. The 95th percentile means that 95% of the time, the usage is at or below this amount. Conversely, 5% of the samples may be bursting above this rate. The sampling interval is every 5 minutes. At the end of the month, the samples are sorted from highest to lowest, and the top 5% (which equates to approximately 36 hours of a 30-day billing cycle) of data is thrown away. The next highest measurement becomes the billable use for the entire month. Based on this model, the top 36 hours (top 5% of 720 hours) of peak traffic is not taken into account when billed for an entire month. Bandwidth could be used at a higher rate for up to 72 min a day with no financial penalty. Conversely, if peak traffic only appears for a brief instant and no additional traffic is generated the bursting amount can be substantially higher than Average usage billing.

6) Usage Based Committed Information Rate

vXchnge bills monthly for usage compared to the customers predefined fixed monthly committed information bandwidth rate (CIR). Customers requiring the ability to burst above their CIR should choose the burstable bandwidth billing option (available services vary by data center location).

7) Interconnection Rules

All cross-connects between Customers and cross-connects between cabinets of an individual Customer must be ordered by completing a Sales Order and must utilize the vXchnge distribution infrastructure and/or Meet-Me-Room (MMR), as applicable, by the site. To avoid interference with vXchnge’s distribution infrastructure or other Customer networks, vXchnge closely regulates all connections to each vXchnge network or distribution infrastructure. No customer to customer cable runs are permitted without written consent of vXchnge.

8) Cross Connect Order Policy

Customer represents that upon Interconnection order submission, Customer must obtain a requisite Letter of Authorization (LOA) from the third party (the "Terminating Party") where the cross-connect referenced in the Interconnection order is to be terminated. Customer is required to fill out a “Customer Cross Connect Form” in its entirety for all cross-connect orders to be provisioned (please speak with your account manager if assistance is needed in filling out the form). This allows vXchnge to terminate the cross-connect with the Terminating Party and Customer agrees to hold vXchnge harmless if the Terminating Party denies access or otherwise contests the termination of the cross-connect and that vXchnge may disconnect immediately upon receipt of such a communication from the Terminating Party without liability.

9) Extended Cross Connects

At locations where available, vXchnge provides connectivity from our suites to the building meet me room or third-party meet me room as added value for Customer. These interconnections are not conditioned circuits, and vXchnge does not guarantee the signal quality beyond its demarcation point. It is the customer's responsibility to resolve all service related issues beyond vXchnge’s demarcation point with the carrier from whom have they have contracted services.

When a Customer requires that vXchnge order the final connection within the Building or third- party MMR to the service provider, vXchnge will do so but will pass along the Building MMR owner’s cross connect fees (in addition to vXchnge’s standard Extended Cross Connect fee) to the Customer.

If the Z Location Customer has a patch panel of the appropriate media type in the vXchnge MMR, vXchnge will terminate the circuit to the carrier’s panel in the vXchnge MMR. Extended Cross Connect orders will be screened to ensure that the Carrier you specify is demarked to the closest point of presence. Using the vXchnge MMR will improve your circuit reliability and eliminate the Extended Cross Connect pass-through charge.

10) Online Conduct

vXchnge exercises no control whatsoever over the content of the information passing through the customer's collocated system(s). It is the sole responsibility of the customer to ensure that all information transmitted through their system complies with all applicable laws and regulations as well as vXchnge’ Service Terms and Legal Notices, including the AUP, (listed below).  vXchnge 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 Terms and Policies.

 

Acceptable Use Policy (AUP)/Proper Use

vXchnge’s third-party bandwidth access providers require that Customer comply with the respective third-party bandwidth provider’s AUP and other terms and conditions of service. The AUPs are pass-through requirements of the respective providers. vXchnge notifies Customer promptly upon learning of any alleged AUP violation of the underlying provider. Immediately upon such notice, Customer is responsible for investigating complaints and taking the necessary steps to remedy any violations. vXchnge reserves the right to terminate its agreements at any time if AUP violations are not promptly cured, subject to lump-sum early termination charges as provided in the agreement. If service is terminated by the underlying provider for AUP violations, vXchnge will not sell like services from another third-party bandwidth access provider to the AUP violator.

The text below details the Acceptable Use Policy (AUP) for the use of services provided by vXchnge by the client/user (hereinafter known as Customer). This document supersedes all forms of this document previously published by vXchnge.

All Customers of vXchnge are required to be familiar and comply with this policy. Use of vXchnge services in any form constitutes acceptance of this Acceptable Use Policy and agreement to adhere to it. This Acceptable Use Policy may be known hereinafter as policy, AUP or Acceptable Use Policy.

The effective date of this Acceptable Use Policy is the date of acceptance by the Customer of services from vXchnge, and they shall remain in effect until Customer terminates his/her account or vXchnge cancels Customer's account.

Continued use of vXchnge services constitutes agreement to this Policy and any modifications to this AUP thereof.

 

Provision of Services

  • vXchnge will provide services on its host computing systems to individual account holders in exchange for payment of fees and compliance with the terms and conditions of this document.
  • vXchnge services are defined as the use by the account holder of computing, telecommunications, software, and information services provided by vXchnge. These services also include the provision of access to computing, telecommunications, software, and information services provided by others using the Internet.
  • vXchnge includes access to the entire Internet community. Some of the Internet-based material and discussions contain language or pictures about subjects intended for adult audiences. Account holders less than 18 years old must have a parent or legal guardian agree in writing on the registration form to these conditions to indicate acceptance, and the parent or legal guardian agrees to be responsible for payment of the account.
  • Utilization of IP addresses allocated by vXchnge to its customers is controlled by ARIN; therefore, vXchnge customers must adhere to ARIN’s Address Assignment Policy and Procedures.
  • vXchnge excercises no control whatsoever over the content of the information passing through. vXchnge makes no warranties of any kind, whether expressed or implied, for the service it is providing. vXchnge also disclaims any warranty of merchantability or fitness for a particular purpose. vXchnge is not responsible for any damage you suffer. This includes loss of data resulting from delays, non-deliveries, missed deliveries, or service interruptions caused by its own negligence or your errors or omissions. Use of any information obtained using vXchnge services is at your own risk. vXchnge specifically denies any responsibility for the accuracy or quality of information obtained through its services. vXchnge bears no responsibility for the performance of any third-party network or end-user resource comprising the “Internet.”
  • vXchnge will publish a notice of fee increases 30 days before such increases take effect.
  • The service starting date is the day on which vXchnge activates the account. The set-up fees and first-month fee, as outlined in the vXchnge Registration Form, are refundable if the account holder cancels within 7 calendar days of the service starting date.
  • Account holder understands that the service period extends for 1 month and is automatically renewed unless terminated by the account holder or by vXchnge. vXchnge reserves the right to change its fees at any time, but must inform the account holder in writing at least 30 days prior to the new rate. Fee changes take effect at the time of renewal. vXchnge reserves the right to terminate any account in violation of any term of this policy.

 

Use of Material

  • Public Domain materials (for example, images, text, and programs) may be downloaded or uploaded using vXchnge services. Account holders may also re-distribute materials in the public domain. The account holder assumes all risks regarding the determination of whether the material is in the public domain.
  • As provided by United States federal law and by international treaties, copyrighted materials (for example, images, text, and programs) cannot be uploaded using vXchnge services without the permission of the copyright holder. Copyrighted materials may be downloaded for personal use. Except as expressly permitted, materials under copyright cannot be distributed to others. Copyrighted material cannot be changed nor can the author attribution notices nor the copyright notices be modified.

 

Use of Services

  • The account holder agrees to maintain a secure password to the account. Secure passwords are those that are between 6 and 8 characters long, contain upper and lower-case letters and numbers or other characters, and cannot be found in direct or reverse order in a dictionary, without regard to the language of the dictionary.
  • The account holder agrees to use the services provided by vXchnge as permitted by applicable local, state, and federal laws. The account holder agrees, therefore, not to use these services to conduct any business or activity or solicit the performance of any activity that is prohibited by law.
  • The account holder agrees not to use any process, program, or tool using vXchnge services for guessing the passwords of account holders on this or other systems. The account holder agrees not to use the services to make unauthorized attempts to access the systems and networks of others.
  • vXchnge and connecting networks can be used by account holders to conduct legal businesses. These businesses should, however, not impinge upon the use of vXchnge services by other account holders.
  • Sending unsolicited bulk email is considered SPAM and is unlawful. The sending of any form of unsolicited bulk email through vXchnge’ services is prohibited. Likewise, the sending of SPAM from another service provider advertising a web site, email address or utilizing any resource hosted by vXchnge, is prohibited. vXchnge accounts or services may not be used to solicit customers from, or collect replies to, messages sent from another Internet Service Provider where those messages violate this Policy or that of the other provider.
  • Connecting wireless access points to the vXchnge network is prohibited.
  • Subscribing email addresses to any mailing list without the express and verifiable permission of the email address owner is prohibited. All mailing lists run by vXchnge customers must be Closed-loop ("Confirmed Opt-in"). The subscription confirmation message received from each address owner must be kept on file for the duration of the existence of the mailing list. Purchasing lists of email addresses from 3rd parties for mailing to/from any vXchnge hosted domain, or referencing any vXchnge account, is prohibited.
  • Advertising, transmitting, or otherwise making available any software, program, product, or service that is designed to violate this AUP or the AUP of any other Internet Service Provider, which includes, but is not limited to, the facilitation of the means to send SPAM, initiation of pinging, flooding, mail-bombing, denial of service attacks is strictly prohibited.
  • Operating an account on behalf of, or in connection with, or reselling any service to, persons or firms listed in the Spamhaus Register of Known Spam Operations (ROKSO) database at www.spamhaus.org is prohibited.
  • Customer may not attempt to gain access to any account or computer resource not belonging to that user (e.g., "cracking").
  • Customer may not obtain or attempt to obtain service by any means or device with intent to avoid payment.
  • Customer cannot initiate unauthorized access, alteration, destruction, or any attempt thereof, of any information of any vXchnge customers or end-users by any means or device.
  • Customer is prohibited to knowingly engage in any activities designed to harass, or that will cause a denial-of-service (e.g., synchronized number sequence attacks) to any other user whether on the vXchnge network or on another provider's network.
  • Account holder cannot use their Internet account to harass or abuse other members of the Internet community or for any unlawful purpose.

 

Indemnification

  • The account holder acknowledges that vXchnge makes an honest effort to keep the information available on vXchnge' systems accurate. However, vXchnge can make no warranty of any kind, either expressed or implied, regarding the quality, accuracy, or validity for the data and/or information available. Use of information obtained from or through vXchnge is at the risk of the account holder.
  • The account holder also acknowledges that the information available through the interconnecting networks may not be accurate. vXchnge has no ability or authority over the material. vXchnge can make no warranty of any kind, either expressed or implied, regarding the quality, accuracy, or validity of the data and/or information residing on or passing through these networks. Use of information obtained from or through vXchnge services is at the risk of the account holder.
  • The account holder agrees to indemnify and hold vXchnge harmless from any claims, including attorney's fees, resulting from the account holder receiving vXchnge services which cause direct or indirect damage to another party.
  • vXchnge is not responsible for any materials stored on their host's systems.

 

Abuse of Services

  • Any use of vXchnge system resources that disrupts the normal use of the system for other vXchnge customers is considered to be abuse of system resources and is grounds for administrative intervention. Some examples of system abuse include, but are not limited to such things as phishing, distributed denial of service, or copyright and/or trademark infringement.
  • Depending on the nature and the severity of the abuse, the user may receive an email warning or the user's account may be suspended by vXchnge Network Operations Center. If the misuse is unintentional, the suspension may be rescinded following discussion with vXchnge Network Operations Center. If the misuse is intentional, the suspension may be rescinded at the discretion of the vXchnge Network Operations Center Manager and may require the payment of a service reconnection charge. Occasionally, unintentional misuse is misclassified as intentional misuse. Customers who believe their activity has been misclassified can appeal to the vXchnge Network Operations Center Manager.
  • Violations of any of this AUP are unethical and can be criminal offenses. You are expected to report to vXchnge any information you may have concerning instances in which the AUP has been or are being violated. When vXchnge becomes aware of possible violations, we will initiate an investigation. At the same time, in order to prevent further possible unauthorized activity, vXchnge can suspend access to services to the individual account in question. Confirmation of violations can result in cancellation of the individual account and/or criminal prosecution. The account suspension may be rescinded at the discretion of the vXchnge Network Operations Center Manager, following payment of a reconnection charge.

 

General

  • Copyright. All images, text, programs, and other materials found in the www.vXchnge.com website is protected by United States copyright laws. Any commercial use of images, text, programs or other materials found within the said websites is strictly prohibited without the express written consent of vXchnge.
  • Trademarks. The names, logos, and taglines identifying vXchnge’s products and services are proprietary marks of vXchnge, Inc. or its subsidiaries. All other trademarks and service marks are the property of their respective owners.
  • Content Submission. Certain areas of the vXchnge Web Site allow for the exchange of information between the customer and vXchnge. Any submission by the customer becomes the property of vXchnge, and the customer implicitly grants vXchnge the authority and right to use that content in accordance with vXchnge corporate privacy policies.
  • Customer Responsibility. The customer assumes all responsibility for the use of the vXchnge Web Site. The customer waives all claims against vXchnge, Inc., its officers, directors, employees, suppliers, and programmers that may arise from the utilization of the vXchnge Web Site. Each vXchnge customer is responsible for the activities of its users and, by accepting service from vXchnge, is agreeing to ensure that its customers/representatives or end-users abide by this Policy. Complaints about customers/representatives or end-users of a vXchnge customer will be forwarded to the vXchnge customer's primary contact for action.
  • Accuracy of Information. While all reasonable attempts are made to ensure the accuracy of information, neither vXchnge, nor its information contributors can be held responsible by the customer for the accuracy of the information found in the vXchnge Web Site. vXchnge makes no expressed or implied warranty as to the accuracy or merchantability of content or programming.
  • vXchnge will never send banking information or instructions via email.
  • vXchnge’s banking instructions can be found on the pdf version of the invoice or in in\site.
  • Any changes to vXchnge’s banking information will only be communicated via Certified Mail.

 

Applicability

The AUP cannot be superseded by any verbal agreements of vXchnge employees or customers. Any agreement modification or special changes to this AUP must be in writing and signed by an officer of the Company.

Power Usage

Customers are required to adhere to the 1996 National Electrical Code (NEC) breaker sizing rules. Sections. 210-22(c), 220-3(a), 220-10(b), and 384-16(c) which states a maximum continuous load on a circuit should not exceed 80% of the breaker size. vXchnge requires locking plugs for all sub-floor connections.

Customers are permitted to use the following circuits within the datacenter: Primary / Redundant and Primary, so long as the total amperage used of the circuit does not exceed 80% of the total breaker size. This includes load-balancing between the Primary circuit and Redundant circuit.

Power Overage Usage

Power overage usage is defined as when a single primary circuit or circuit pair exceeds the 80% threshold; this measurement is recorded for when the power on the circuit or between the circuit pair occurs for a sustained 4 hours of usage.

The following use cases explain the vXchnge policies when contracting for power:

Contract for power in a Primary and Redundant fashion with load balancing between the paired circuits:

  • Primary and Redundant paired circuits equal to or exceeding 80% of the combined circuits:
    • If the total amperage used of the paired circuit(s) exceed 80% of the primary circuit at a given point, vXchnge will notify the customer of the overage within 24 hours of the event. If the action is not corrected within 120 hours of notification; the customer agrees to pay charges for the difference between a primary and redundant circuit at list rates. However, if at any time the problem is not fixed, and vXchnge determines that there is a safety risk, vXchnge reserves the right to shut down the circuit. If the customer remains unresponsive to the requests to resolve the issue, the customer's vXchnge co-location service may be terminated.
  • Primary and Redundant paired circuits exceeding 80% on each of the paired circuits:
    • If the total amperage used of the combined circuits is at 80% at a given point and/or any individual circuit is over 80% amperage, vXchnge can shut down the circuits. Power will be restored when corrective action is taken. If the customer remains unresponsive to the requests to resolve the issue, the customer's vXchnge co-location service may be terminated.

Contract for power in a Primary fashion or single circuit:

  • When contracting for power in a Primary fashion, If the total amperage used of the circuits exceed 80% at a given point, vXchnge will notify the customer of the overage within 24 hours of the event.If the action is not corrected within 120 hours of the notification additional power charges will apply. However, if at any time the problem is not fixed, and vXchnge determines that there is a safety risk, vXchnge reserves the right to shut down the circuit and if the customer is unresponsive to the requests to resolve the issue, the customer's vXchnge co-location service may be terminated.

Options to remedy power over usage:

  • Reduce load on the affected power circuit
  • Spread load to other power circuits allocated to the affected cabinet. Circuits assigned to adjacent cabinets may not be used for this purpose.
  • Customers can move their equipment to their adjacent cabinet(s), which may have available power to help distribute the load.
  • Buy an additional power circuit or convert a redundant circuit to primary.

If the customer is not in compliance based on the Power Overage Usage Section, and remediation has not been satisfied or corrected, the customer will not be covered by the vXchnge Service Level Agreement for power. Once the customer takes corrective action of remediation the Service Level Agreement for power will be reinstituted for the customer.

Power Overage Billing Measurements

During the course of a contract month, if the total amperage exceeds the vXchnge Compliance threshold noted above, charges will apply. Please note, that power overages are based on four hours of sustained usage on a given primary circuit or between a Primary and Redundant circuit pair. The charges are as follows:

Primary and Redundant Overage:

If a customer is over the 80% threshold on a paired circuit (Primary and Redundant), the charge will be pursuant of the difference between the Primary and Redundant Circuit at list rates.

Primary Overage:

If a customer is over the 80% threshold on a primary only circuit, the MRC charge will be the difference their current price and the next circuit size up.

Power Overage Credit

If the customer resolves the issues within the specified compliance time frame (dependent on use case stated under the section “Power Overage Usage”), the customer will not be charged an overage fee for the given month.

If the customer resolves the issue after the specified compliance time frame (dependent on use case stated under the section “Power Overage Usage”)) the customer's invoice will be adjusted on the next billing cycle. This excludes the customer purchasing an upgraded circuit.

Hot/Cold Aisle Configuration and Containment Guidelines

vXchnge cabinets are arranged in a hot and cold aisle design and may include cold aisle containment using end of aisle sliding doors, overhead paneling, rack-mounted panels, and blocking material to control the direction of airflow. This method allows for the separation of cold and hot air in the data center. It is imperative that equipment be installed properly for maximum cooling effectiveness.

Overview:

  • 100% cold and hot air separation
  • No hot air circulation
  • CRAC units drive the cold air from underneath the floor directly to the enclosed cold aisles.
  • The cold air is drawn in by the equipment fans through the cabinets to the hot aisles.
                       vXchnge_Philly_Pod_Zone                            HotColdAisle

 

With this configuration, cold air is supplied directly to the equipment racks. Therefore, it is vital that the equipment be correctly installed within each rack:

  • Cold Aisle Containment Doors and/or Curtains may not be propped open for convenience. Failure to maintain containment boundaries can have an adverse effect on temperatures within the cold aisles.
  • Servers and Routers must be installed with the air intake facing the cold aisle and the air discharge facing the hot aisle to ensure proper airflow from the cold-side (inside the pod) to the hot side of the pods.
  • Desktop PCs should be placed on their sides, so they cover maximum shelf space and block airflow.
  • Blanking Plates (provided by vXchnge, unless customer wishes to provide) must be used (facing the Cold Aisle) in empty shelf units and units with equipment in these categories:
    • All monitors, keyboards, telephones, etc, must be facing the Hot Aisles and must be blanked off from the cold aisle side of the cabinet.
    • Smaller equipment, which does not cover an entire shelve must also be facing the Hot Aisle and be connected from the hot aisle side, including laptops, disk drives, etc. and must be blanked off from the cold aisle side of the cabinet.
  • No flammable material (including cardboard boxes) is allowed inside or around the cabinets or anywhere else in the Data Center.
  • Any manuals or other paper products must be securely enclosed inside a non-flammable box when stored inside your cabinet.
  • Tools and cables must be stored in a non-flammable box.

 

Layout/Rack Deployment

vXchnge suggests an operational review of a customer’s “as-built” layout designs prior to installation to ensure compliance with vXchnge design standards. Customers should contact the local Operations Manager for further information. All customer installations must utilize a “hot aisle/cold aisle” row design. Airflow design is intended to direct cold air to the intake of racked equipment as efficiently as possible. See below.

                                       HotColdAisle2

Avoiding air recirculation will maximize airflow and improve equipment performance. The use of blanking panels is important in eliminating air recirculation within the data center and may increase the stability and lifespan of equipment.

Cabinet/Cage Installations Must Conform to Data Center Air Flow Requirements.

  • All equipment air intakes must be directed to the designated cold aisle All equipment exhaust must be directed to the designated hot aisle Blanking panels are required to be used in cabinet gaps facing cold aisles.
  • Equipment/Structures that are found to be impeding air flow in a cage area will not be allowed.
  • All cabinets/racks in the cold aisles shall be flush with each other so as to form a straight line.
  • Server faceplates/intakes should be installed flush with the cabinet/rack rails to maximize airflow and cooling efficiency.
  • Stack equipment adjacent to each other to reduce the amount of blanking panels required to be installed.
  • Customers are required to keep the aisle-way clear of debris at all times.

Power/Grounding

  • All safety concerns should be reported immediately to security and/or vXchnge’s operations personnel.
  • Customers are restricted to using only those electrical circuits which have been installed specifically for Customer’s use.
  • All electrical work within the facility and Tenant premises shall be done by licensed electricians and in compliance with all applicable NEC, local codes, and not exceed 80% of the breaker rating.
  • All cabinets will be grounded upon installation.

Raised Floor

  • vXchnge will lift or remove raised floor tiles in the event access to sub-floor plenum is needed.
  • Safety cones and barricades will be set up in all areas where floor tiles are removed or other hazards exist.
  • All authorized raised floor penetrations shall be properly sealed and contained Perforated floor tile configurations may only be adjusted by vXchnge personnel.
  • Raised floor grommets are to be left in place.

 

Customer Convenience Items

The items listed here are for customer’s convenience only. Please be advised that these services, tools, and equipment are available on first-come-first-served basis only and are provided as is without any SLA or warranties.

Wireless Internet Access

vXchnge provides wireless Internet access as a convenience for our customers and does not guarantee uptime. Customers are reminded that they are not permitted to set up their own wireless access points unless authorized by vXchnge in writing. If you have any questions or would like to request the password to access wireless, please engage with the local Site Operations team.

Equipment Carts

Equipment carts are provided for the purpose of bringing equipment in and out of the Data Center. We appreciate any feedback on broken carts, so that we can remedy the problem as quickly as possible. Carts must be returned to the storage area after usage.

Server Lifts

Server lifts are offered in some of our Data Center locations and are available on a first come first serve basis but require a vXchnge technician to operate the lift. Customers should open a Remote Hands ticket to reserve technician time to operate the lift.

Courtesy Carts

vXchnge maintains an inventory of Courtesy Carts, which provide customers the use of monitor, keyboard and mouse to assist customer on server installation and troubleshooting. A Courtesy Cart is available based on first come first serve. Customer should respect other customer's need and should release Courtesy Cart and return it to cart area if usage is completed or if not needed.

Short-Term Secure Storage

On occasion, customers may need to ship equipment to vXchnge prior to their scheduled site visit. vXchnge provides short-term secure storage area available for this purpose, but requires advanced notice of any such shipment. Please review the Shipping and Receiving Procedures for additional information. In addition, customers may use this storage for interim equipment movement. If the equipment is not picked up after ten days, it will be removed from the secure area.

Basic Hand Tools

Customers are encouraged to bring their own tools. If needed, a full assortment of basic hand tools is available at the customer’s request for hardware configurations and upgrades. Customers must be prepared to submit a valid photo ID in order to check out any tools. Customers are responsible for returning any tools in good working order. If the tools are found to be damaged or not returned, the customer is responsible for full replacement costs.

Real-time Information Technology Asset Management (ITAM) Tracking

vXchnge ITAM solutions allow customers to conveniently track the location of their assets in real-time without leaving their office. Customer assets are affixed with passive RFID transmitter tags, which are actively monitored within the customer assigned space. Should the asset move outside the customer assigned space, the ITAM solution will alert the customer and local facility engineers to the asset movement for immediate investigation. This offers protection from unauthorized movement, loss of capital investment, and provides protection of investment. For additional information about this product, please refer to the data sheet on vXchnge’s website or contact your Account Executive.

vXchnge will not be responsible for the loss or theft of any asset tagged using this product. vXchnge will not challenge any persons identified as leaving a data center with assets not previously approved for removal. A signed Sales Order or a Remote Hands ticket relating to the ITAM product grants vXchnge permission to open customer cabinet(s) to perform RFID installation. A signed Sales Order or Remote Hands tickets also releases vXchnge from all liability, including financial responsibility, for any loss, damage, or outage that may result of the installation and placement of tags on customer equipment.

in\site - the vXchnge Customer Platform

The in\site platform is vXchnge’s foundation for providing you ‘Datacenter-as-a-Service’ to help you make smarter decisions about your standalone, multi-site, or Edge micro-data centers. For a complete and up-to-date list of in\site features, please visit our website.

The in\site platform is continuously being improved with new features and functionality to provide you even greater visibility into your micro-data center. These improvements are delivered according to our preferred update schedule. Users may notice intermittent availability during these time periods. Additional maintenance windows (outside of those listed) may be required on occasion to maintain system performance, security, or reliability. We will continue to send notifications for emergency releases outside of posted windows that may impact users.

Only authorized personnel are able to login to the portal and view and/or change specific information. As mentioned before, all personnel must be authorized via an account administrator. CCI forms are available in section XVI. Supporting Customer Forms, or by contacting technical support.

Shipping and Receiving Procedures

The vXchnge Shipping and Receiving areas will be open during normal business hours (8 am– 5 pm local time, Monday through Friday), and closed on holidays. Business hours and local shipping details for each vXchnge facility are defined in the Data Center Fact Sheets section of this Customer Handbook. All off-hour deliveries or pickups must be coordinated in advance using existing support ticket procedures.  Please do not have customer equipment delivered to a site prior to your service start date unless prior arrangements have been made. vXchnge may refuse shipments if the intended recipient is not clearly identifiable as an active Customer in our facility. Flatbed carts, hand trucks, and dollies are available to assist Customers when moving your equipment. Shipments that take longer than 30 minutes will be a billable Remote Hands Ticket. vXchnge is not responsible for any improperly delivered package, packages left outside the premises, or packages without an appropriate vXchnge signature.

For all vXchnge data centers located in multi-tenant facilities: vXchnge and its customers must abide by all building rules and regulations, including but not limited to shared loading docks, freight elevators, hours of operation, etc.

Receiving Policies

  • All vXchnge data centers have limited short term storage space. We ask that all customers provide as much notice as possible when sending large shipments to the site and that you plan shipments for when equipment is planned to be installed.
  • All shipments sent to a vXchnge facility must open an associated ticket prior to a delivery date, notifying us of the pending delivery.
  • vXchnge will work in good-faith with the customer to store your shipment for a very short period based on our shared storage availability at the site at the given time. If the site cannot accommodate the request, they will provide the customer a written notice on alternative options. vXchnge reserves the right to return the package to the orignal sender should a ticket not be open or space not permitting.
  • If a shipment needs to be stored for a prolonged period of time, please coordinate with your vXchnge Sales team as charges may apply.
  • vXchnge has the right to refuse a package that is improperly labeled or severely damaged. By default, visibly damaged shipments will be accepted.
  • vXchnge is not responsible or liable for any missing equipment or damage that may occur during packaging and shipping. Photographs provided upon request.
  • When your shipment arrives on-site:
    • You will receive an automated notification via email.
    • Only those customer personnel, who are authorized by their CCI to access the facility, are allowed to check out any packages.
    • You are responsible for moving your shipments to and from the shipping/receiving area and your cage/cabinet. You may request help with a delivery via the vXchnge Remote Hands billable service.
    • You can open a vXchnge Remote Hands ticket to request that vXchnge unpack your shipments and dispose of packing materials.
  • Please do not leave items unattended at loading docks and areas outside the Data Center. vXchnge reserves the right to remove said items if necessary.

Outbound Shipments from vXchnge Data Centers

Customers are responsible for:

  • Communicating in writing special packaging instructions.
  • Scheduling outbound shipments with your designated carrier.
  • Paying for all associated shipping fees including retrieval.
  • Completing all necessary paperwork.
  • Notifying the carrier that all packages will be shipped to or retrieved from the Data Center loading dock area.
  • Providing special packing material if it is required.
  • At the time of vXchnge’s inspection of any shipments to or from the Data Centers, vXchnge may record serial numbers for equipment valued at USD $1,000 or more.
  • When packing equipment for shipment, each customer should be aware that vXchnge personnel will need access to the serial numbers on the Equipment being shipped, and should seal boxes after serial numbers are recorded.
  • Upon request, the Data Center staff will complete shipping paperwork for Customer. You must provide the vXchnge Operations Service Support Center with the following:
    • Company shipping account number.
    • Company address associated with the account number— this will be used as the SHIP FROM address.
    • Correct SHIP TO address.
    • The declared value of the shipment.
    • Instructions and any special packing material, if needed.
  • In the case of a Remote Hands request to prepare an outbound shipment, you are expected to provide containers and packing materials for the equipment to be shipped.
  • Site Technicians can provide waybills and apply packing tape to close and stabilize the package.
  • Packing materials such as small to medium boxes, foam padding, and pallets may be saved and offered to you at no extra charge. These supplies vary by Data Center.
  • All carriers (Federal Express, UPS, etc.) must retrieve all packages from the designated shipping/receiving area.
  • You will be charged for after-hours loading dock/freight elevator use.

Other Shipping/Receiving Policies

  • Customer Customer shall not use in any space or in the public halls of the Building any hand trucks except those equipped with the rubber tires and side guards or such other material- handling equipment as vXchnge may approve.
  • Customer, its contractors and/or agents, shall not exceed the capacity of any passenger or freight elevator or shall be liable for all costs and damages that are sustained. vXchnge may require deliveries to be scheduled in advance for the use of the freight elevator.
  • All deliveries must be made via the service entrance and the elevators designed by vXchnge for service. No equipment, materials, furniture, packages, supplies, merchandise, or other property will be received in the Building and/or Space or carried in the elevators. vXchnge’s written approval prior to such deliveries.
  • Customer must adhere to all building and where applicable union rules for shipping, installation, or removal of any equipment. vXchnge may require a written plan prior to the commencement of any work within vXchnge’s Data Centers.
  • Deliveries during non-standard business hours (after hours, holiday or weekend deliveries) require prior approval and will be billed to your account as a vXchnge Remote Hands charge.
  • You must communicate in writing any special shipping or packing instructions and if special packaging material is required.
  • vXchnge shipping areas are designed for just-in-time shipping arrangements, meaning there is limited space for storage.
  • Charges for loading dock use after normal hours, weekends and holidays may apply.
  • 2 business days advance notice is always required for the use of the freight elevator at our multi-tenant buildings. You can provide notice by entering a ticket via the in\site portal or sending an email to support@vxchnge.com. Please review the Data Center Fact Sheets for details or contact support.
  • vXchnge will not accept Cash on Delivery shipments on the customer's behalf.
  • vXchnge will not accept unidentified packages or packages containing hazardous materials.
  • vXchnge reserves the right to visually and/or physically inspect shipments at the Data Center loading dock area.
  • You are responsible for moving your shipments to and from the shipping/receiving area and your cage. If you need assistance you can open a vXchnge Remote Hands ticket.
  • You can open a vXchnge Remote Hands ticket to request that vXchnge pack your shipments and dispose packing materials.
  • vXchnge is not responsible or liable for any missing equipment or damage that may occur during the packaging or shipment of your equipment.

Technical Support

The vXchnge Operations Service Support Center (OSSC) is available 24 hours a day, 7 days a week and is responsible for monitoring the security and overall operations of our Data Centers. This includes responding to network monitoring alerts, site access requests and other support requests initiated by customers either in person, via telephone, or the vXchnge Customer Support Platform, in\site, (only authorized users will have access to in\site). Customers should consider updating their in\site contact authorizations immediately if they want additional personnel to have access to the Data Center or the ability to submit requests for technical support.

Customer representatives, who have been authorized, via the CCI form or in\site, to make 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 will be challenged to verify their identity using specific contact information before the request is accepted.

vXchnge Policy for DNS Zone Management

  • vXchnge does not provide secondary DNS services. vXchnge only provides Primary DNS service for customers using the vX\defend product.
  • vXchnge will not delegate a reverse zone file (classful or classless) to a customer.
  • Primary DNS service includes forward and reverse support for up to 12 domains a month.
    • If this number is exceeded in a single request please send the inquiry to the Director of Operations Control & the Product Manager, Colocation.
  • vXchnge does not provide DNS resolvers for customers to use. There are plenty of publicly available for both IPv4 and IPV6

Remote Hands Requests

vXchnge offers, as an optional service, Remote Hands technical support services to all Customers where vXchnge’s technicians can, at the requesting customer’s direction, complete various installation, maintenance and repair tasks.

Because vXchnge’s Operations Technicians are acting as a “remote” set of “hands” and “eyes” at the direction of the requesting customer, the requestor needs to provide clear, specific and detailed instructions. The vXchnge Operations Technician will not act on any direction that he or she deems to be unclear, incomplete, dangerous or otherwise inadvisable, particularly if he or she believes such action will interfere with the vXchnge distribution infrastructure or another customer’s equipment. Ultimately, it is up to the on-duty Technician to determine whether to perform a requested task, and vXchnge will not be obligated to provide these services. In any event, vXchnge will not be responsible or liable for carrying out any requested procedure (as long as it does so in accordance with the instructions provided).

vXchnge offers custom remote hands service that includes the execution of specific, predefined steps outlined by the customer with respect to their equipment and associated services. In the event a customer’s monitored service (power, bandwidth, etc) is deemed to be “down,” vXchnge Operations Technicians will carry out the defined procedures for the system in question when a support ticket is opened. This service may range from a simple system reboot, to slightly more complex steps, which might involve restarting a specific application/service and backup tape swap and handoff services. In some cases, the instructions may simply request that the customer be contacted and advised of the problem, with no further action required. Custom Remote Hands engagements outside of the scope of the standard offering will be accompanied by a Statement of Work (SOW) defining the engagement.

Remote Hands are billed in 30-minute increments.

Service Description Definitions

Service Trouble and Scheduled Support:

  • Circuit Testing
    • Assisting the customer to test cross connect or internal circuit cabling for continuity and integrity by determining if the physical or logical layer is functioning properly. This may also include assisting the customer while they test with their end user or circuit provider.
  • Connectivity Issue
    • If a customer is experiencing service degradation and requests assistance troubleshooting network connectivity with the help of a vXchnge Technician who is granted authorization perform intrusive testing.
  • Contact Authorization
    • Assisting the customer with the assignment or edit of Contact Authorizations found in the in\site Business Intelligence System or customer contact record in NetSuite.
  • Courtesy Cart
    • A cart that vXchnge provides for customer convenience in support of various task at the data center. If the customer requires special connectivity or accessories added to the cart the time to complete the modification and the time to restore the cart to its original configuration. A vXchnge Technician must perform all modification to the Courtesy Cart Service.
  • Customer Storage
    • Providing temporary storage or shelving space within a vXchnge secured area for packages and pallets of goods.
  • Data Center Tour
    • vXchnge Operations providing a scheduled tour of the data center facility at the request of an existing customer.
  • DNS Zone Management
    • Assisting to reconfigure, add, or delete DNS records on behalf of customers with vX\defend or Managed Internet services.
  • Equipment Configuration
    • Assisting to set up or configure customer provided equipment installed in their designated environment.
  • Equipment Installation
    • Assisting to install customer provided equipment or internal patch cabling in a customer’s designated cabinet or cage environment.
  • Equipment Reboot
    • When a vXchnge Technician performs a hard or soft reset of customer provided equipment at the request of the customer.
  • Equipment Relocation
    • Assisting to relocate customer provided equipment to a new location within the cabinet or datacenter. This can involve activities like re-installing power, re-establishing connectivity, or re-routing cables to another location.
  • Equipment Removal
    • Assisting to de-install or remove customer provided equipment or internal patch cabling from a customer’s designated cabinet or cage environment.
  • Equipment Replacement
    • Replacing existing customer provided equipment within their designated cage or cabinet environment.
  • Equipment Troubleshooting
    • Assisting to troubleshoot equipment or devices installed in the customer’s designated cabinet or cage environment at the request of the customer.
  • Information Request
    • Any question or inquiry submitted by a customer which requires vXchnge Technicians to provide status or response with respect to the customer account. This could include providing updates on current projects, exporting report from the in\site Business Intelligence System, or presenting the customer with information related to vXchnge policies or procedures.
  • Inventory Request
    • When a vXchnge Technician performs a visual inspection or reviews inventory detail records and reports back to the customer to assure asset inventory is correct. This may include counting or labeling customer owned equipment.
  • Monitoring Alert
    • When a vXchnge monitoring tool alerts of a network flap, power overage allotment threshold warning, bandwidth overage warning.
  • Power Supply
    • Assisting customers with any issues related to power supply or distribution within their cabinet or cage environment. This includes load balancing equipment, resetting tripped circuit breakers, and investigating loss of power to any customer provided equipment.
  • Site Cleanup
    • Used when a customer requests to discard items, remove trash, or organize their data center environment to prevent non-safe working conditions for customers, vendors, guests, and employees with access to the facility.
  • Tape Management
    • Performing any task which relates to the normal operation of tape drives or storage devices. This includes installing, removing, or circulating tape media as well as storing or preparing tapes for offsite pickup and delivery.
  • vXchnge Internet Access
    • Any request where vXchnge Technicians are required to assist with testing, troubleshooting, or configuring vXchnge network services such as vX\defend or Managed Internet Access.
  • Inbound Shipment
    • vXchnge Technicians receive packages, pallets, or goods containing customer provided equipment. These items are then temporarily stored or used to fulfill customer remote hands requests. After a package has exceeded the maximum time allotment for holding a shipment, the ticket should be reassigned to Customer Storage.
  • Outbound Shipment
     
    • vXchnge Technicians preparing and processing customer provided equipment for pick-up by a designated courier or third-party service.

Support Ticket Procedures

Support requests are primarily created through the vXchnge Customer Support Platform, in\site. Customers may also place requests by phone or e-mail using the contact information found in this Handbook. Only authorized personnel may request technical support from vXchnge Operations. Please see Data Center Fact Sheets in section XV for your facilities support contact details.

Before requesting for help, please consider the following points:

  • Has the problem occurred more than once? If not, power-off and restart your computer and modem, then try again.
  • Were any changes applied (by you or anyone else) to your computer's hardware and software configuration before the onset of the problem? If so, be prepared to describe in detail.
  • Be prepared to describe the symptoms of the problem as well as the sequence of events surrounding it. Vague descriptions such as "It doesn't work!" or "I can't dial out!" are not usually helpful when diagnosing a technical problem.
  • Were any error messages displayed? If so, write down the exact text of the message.
  • What events immediately preceded the problem (i.e., exactly what were you doing when the problem occurred)?
  • What events immediately followed the problem (i.e., did you change anything in your efforts to fix it)?
  • Be prepared to provide the name and version number of operating system and application software installed on your computer.
  • The better information you can provide, the more likely your problem can be resolved in timely fashion.

Service-Affecting Problem Reporting and Escalation Procedures

vXchnge Operating, LLC., is committed to achieving excellence in customer support and provides a structured procedure when the need arises for escalation of service affecting trouble events. Our mission is to provide a solution to each service-affecting problem in a short timeframe for ensuring that all our valued customer realize full services at all times.

However, situations may arise where loss of services cannot be remedied as timely as we would like.

In the event of any vXchnge service affecting event that holds the potential to affect one or more customer connections or services, a master support ticket will be created to track problem status leading toward a final resolution. This support ticket initiates a series of events that will automatically occur during the problem resolution cycle.

a) 00:00 - Initial Customer Service-Affecting Problem Call Received

At this point, a new support ticket is created, and the OSSC Specialist gathers the details of the problem. If the preliminary analysis determines the problem cannot be immediately resolved, is part of a larger customer impacting event or involves a carrier outage, the customer will be given a support ticket reference number along with an explanation of next steps. The OSSC Specialist will dispatch the support ticket to a member of Network or Site Operations and document a timeline for recording all corrective action taken and resources working on the problem.

b) 00:30 - First Level Escalation

If the Technician is unable to resolve the problem after thirty minutes of symptom diagnosis and troubleshooting to the customer's satisfaction, the support ticket is escalated to the attention of an Operations Manager to ensure all necessary troubleshooting steps and procedures are being performed. If the impact is local to one customer, the Operations Manager will ensure latest updated are being provided through the support ticket.

c) 01:00 - Second Level Escalation

At the one-hour interval from ticket origination, if the problem has not been resolved to the customer's satisfaction, the Operations Manager will notify the Director of Operations with a detailed description of the fault/issue and a full progress report on the on-going resolution plan. The Director of Operations will evaluate the process and revise the planned approach in conference with the local Operations team members.

d) 04:00 - Third Level Escalation

After a customer service affecting trouble ticket has been open for four hours, the Director of Operations will escalate the situation to the Vice President of Operations to ensure executive awareness of any serious or ongoing problems.

e) Continuing Status Updates

The customer contact is kept informed of all developments or significant changes in status every thirty minutes by the Network or Site Operations team members working the problem. The customer contact may request a more or less frequent interval to suit their particular needs on a case by case basis.

f) 06:00 - Fourth Level Escalation

If a service-affecting problem remains unresolved to the customer's satisfaction after six hours, the details of the ticket will be escalated to the President of vXchnge Operating, LLC. or his/her designate. Any customer service affecting that would resist a solution for this length of time is of significant interest to the executive staff at vXchnge Operating, LLC. and would typically include the involvement of our suppliers' management teams at the highest levels.

The Operations Problem Management process will provide technical ownership, timely resolution, and proper communication during customer service-affecting problems. The process provides our customers with updated status information from the moment a service-affecting problem is discovered. It is this commitment to excellence and sense of urgency that allows vXchnge Operating, LLC. to work as a team with our customers and suppliers to provide the highest quality service and support.

Contacting the Operations Service Support Center (OSSC)

Please use your best discretion in defining an emergency. An emergency situation is generally defined as a complete network outage, power supply issue, connectivity or DNS issue, or any other problem that does not appear to have been caused by your own equipment or network.

Please detail the following information below to the OSSC Specialist that takes your call:

  • Name of company receiving service
  • Your first and last name
  • Your preferred method of contact and/or callback number
  • Which vXchnge data center your equipment is located in
  • vXchnge account number
  • Service type (Co-location, cross-connect, vX\Defend, etc.)
  • A brief description of the problem
  • Priority of your Request (i.e. Service Trouble, Standard Support)
  • Service(s) affected (i.e. Colocation, Network Services, in\site Access)

An agent will begin investigating your support ticket using the information you provided above. The agent who received your emergency request will then contact you for more information or provide an update on the status of your support ticket.

In the case of an Service Trouble customer request, the specialist is instructed to request the assistance of an available member of Network or Site Operations who will engage their Operations Manager per the defined escalation procedures. The Operations Manager will be kept abreast of the problem and its status at all times during the resolution process.

Service Level Agreement (SLA)

vX Services are backed by the following Service Level Agreements (SLA) and allows the Customer to receive credits set forth below if one or more SLAs objectives are not achieved.

In this SLA, the following terms are defined as:

  • “Data Center” means the physical location where vXchnge houses computer systems and associated components.
  • "Data Center Availability” means all the time in any calendar month the Data Center is available to visit, not to include Scheduled Downtime.
  • “Data Center Downtime” means any interruption in the Data Center Availability guaranteed in Section 3.1., not to include Scheduled Downtime.
  • “Force Majeure” means an act of nature (including fire, flood, earthquake, storm, hurricane or other natural disasters impacting data centers), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalization, government sanction, blockage, or embargo.
  • “Power” means the physical electricity delivered to the Customer within the Data Center.
  • “Power Downtime” means any interruption to the Power delivered to the Customer within the Data Center guaranteed herein.
  • “Environment” means the recorded ambient temperature in front of the cabinet.
  • “Environment Downtime” means a change in the recorded ambient temperature that is outside of the ASHRAE Recommended Temperature Guidelines range maintained in front of the cabinet.
  • “Service Agreement” shall mean the agreement for Services executed by both vX and Customer.
  • “Service Outage” shall mean any Data Center, Power or Environment downtime.
  • “Services” shall have the meaning ascribed herein.

All credits described below are subject to the following rules and conditions:

  1. Co-location contract must be for a minimum of twelve (12) months in duration, and no credits will be issued to Customers that have a month-to-month service.
  2. The total amount of credit per month is limited to the Monthly Recurring Charge (MRC) for the affected services.
  3. To be eligible for any credit, Customer MUST contact vX customer service at (800) 553- 1829 or enter a ticket on the portal within forty-eight (48) hours of the event. A ticket MUST be opened to be considered for any credit.
  4. vX will use every reasonable commercial effort to confirm a missed SLA, and no credit will be issued unless it is confirmed by vX.
  5. The Customer will also be responsible for assisting vX in the restoration of service, including but not limited to, allowing access to customer equipment, engaging in network diagnostics, providing necessary data and providing LAN support personnel. Failure to do so may void the credits on the affected breach.
  6. No credits will be made if failure is attributed to reasons of Force Majeure.
  7. No SLA credits will be awarded to Customers with delinquent or non-current account payment status.
  8. SLA outages as a result of previously scheduled maintenance are not eligible for SLA credit. A minimum of forty-eight (48) hours advance notice will be provided for all scheduled maintenance. Any SLA not achieved as a result of scheduled maintenance with less than forty-eight (48) hours notice is considered unscheduled and is eligible for SLA credits.
  9. Outages attributed to coordinated Denial of Services (DOS) beyond the control of vX and against the vX network or Customer's network will be excluded from SLA credits.
vX\defend Service Availability Guarantee SLA Credit

vX\defend Service Availability guarantee is 100%

vX\defend Service Availability Guarantee is defined as the availability, over a 30-day period, of IP connectivity between the Customer's access port and at least one upstream Internet Service Provider for the Customer to send/receive traffic to/from the Internet. It includes vX switches, routers, and physical cables between Customer's access port and vX switches. Additionally, it includes the Customer's Primary DNS zones availability.

The Guarantee does not include customer-caused outages or disruptions, Customer's equipment or application failures, the performance of Internet Networks controlled by outside Companies, failures within ISP networks or within the Internet, DDoS attacks, Customers not using redundancy mechanisms provided by vXchnge (i.e. dual handoffs, dual BGP sessions, virtual default gateway), Customer's patch cable failures, traffic exchange points outside of the control of vX, or scheduled maintenance activity.

One (1) day of MRC for the first 120 minutes.

Four hours (4) of MRC for every 60 minutes after 120 minutes.

 

vXdirect Cogent Network Latency Guarantee Credit

The monthly average Network Latency for packets carried over the COGENT Network between backbones for the following Regions is as specified below:

Intra-North America: 45 Milliseconds or Less

Intra-Europe: 35 Milliseconds or Less

New York to London (Transatlantic): 85 Milliseconds or Less

Los Angeles to Tokyo: 125 Milliseconds or Less

Network Latency (or Round-trip time) is defined as the average time taken for an IP packet to make a round trip between Backbone Hubs within the regions specified above on the COGENT Network.  COGENT monitors aggregate latency within the COGENT Network by monitoring round-trip times between a sample of Backbone Hubs on an ongoing basis.  

 After being notified by Customer of Network Latency in excess of the rates specified above, COGENT will use commercially reasonable efforts to determine the source of such excess Network Latency and to correct such problem to the extent that the source of the problem is on the COGENT Network.

If Cogent fails to remedy such Network Latency within (2) hours of being notified of any excess Network Latency and average Network Latency for the preceding 30 days has exceeded the rates in the detailed in the table.

One (1) day of MRC.

From the period of time of notification by the Customer until the average Network Latency for the preceding 30 days is less than the times indicated.

 

vXdirect Cogent Network Availability and Notification Credit
If the customer experiences un-scheduled Network Unavailability for a DireXConneX Cogent service for more than 15 consecutive minutes.

One (1) day of MRC

for each cumulative hour of Network Unavailability in any calendar month.

 

vXdirect Cogent Packet Delivery Guarantee Credit

Packet Loss is defined as the percentage of packets that are dropped between Backbone Hubs on the Cogent Network. Cogent monitors this aggregate packet loss on an ongoing basis, and compiles the collected data into monthly average packet loss measurement for the Cogent Network.

If Service Provider fails to remedy within three (3) hours of being notified of any Packet Loss and upon request of the customer.

One (1) day of MRC after 180 minutes.

Four hours (4) of MRC for every 60 minutes after 120 minutes.

 

vX IP Service Availability Guarantee SLA Credit

vX IP Service Availability Guarantee is 99.999%

vX IP Service Availability Guarantee is defined as the availability, over a 30-day period, of IP connectivity between the Customer's access port and the last egress router before packets are handed to the upstream provider. It includes vX switches, routers, and physical cables between Customer's access port and vX switches. Additionally, it includes the Customer's Primary DNS zones availability.

It does not include customer-caused outages or disruptions, Customer's equipment or application failures, the performance of Internet Networks controlled by outside Companies, DDoS attacks, Customer's patch cable failures, or traffic exchange points outside of the control of vX.

One (1) day of MRC after the first 6 up to 120 minutes.

 

Four hours (4) of MRC for every 60 minutes after 120 minutes.

 

vX Power Guarantee SLA Credit

Power SLA Standard:

vX guarantees that AC power will be available to the Customer's equipment in its colocation space 100% of the time.

AC Power Availability SLA Process:

Customer must have equipment capable of utilizing dual power sources and equipment must be plugged directly into both the primary power strip and the redundant power strip.   Customer must not permit power consumption to exceed the power rating identified in the Service Agreement or Service Amendment including customer overload or negligence and all equipment must be UL approved. Cabling used by Customer must meet national electrical and fire standards and any specifications provided by vX.

"Power Downtime" consists of the number of minutes that power was not available at a given point in time at the Customer's Data Center Service cabinet to the primary outlet or redundant outlet. Power Unavailability will not include unavailability resulting from (a) any Customer circuits or equipment, (b) Customer's applications or equipment, or (c) acts or omissions of Customer or any use or user of the service authorized by Customer.

One (1) day of MRC for each instance within a twenty-four (24) hour period.

 

 

vX HVAC Guarantee SLA Credit

vX guarantees over a 24-hour period an average ambient temperature in the front of a cabinet’s environment, in accordance with ASHRAE Recommended Temperature Guidelines. vX does not guarantee temperatures within specific closed cabinets or private suites.

Should vX fail to correct the HVAC Guarantee within forty-eight (48) hours, after Customer's notification, vX will credit Customer the specified SLA credits.

One (1) day of MRC for each twenty-four (24) hour period where the average ambient temperature is not in compliance.

 

vX Real-time Information Technology Asset Management (ITAM) Tracking Credit
The Real-time Information Technology Asset Management Asset (ITAM) Tracking product is not covered under any SLA and is provided strictly on an as-is basis. Product availability is not guaranteed. Asset status accuracy is not guaranteed. Real-time asset tracking is not guaranteed. RFID asset status logs are provided as a convenience and should be verified with a separate audit. N/A

 

Product Installation Intervals

When vXchnge is asked by a customer to perform installation work it will make best efforts to complete installations within the following time frames:

Site Cabinet/Power *+Fiber Cross Connect *Copper Cross Connect

CA01 - Santa Clara

5 business days for:

  • Up to 5 cabinets
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)
All other installations are ICB
4 Business Days 2 Business Days

MN01 - Minneapolis

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

MN02 - St. Paul

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

MO01 - St. Louis

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

NC01 - Raleigh/Durham

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

NJ01 - Secaucus

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

NY01 - 75 Broad

ICB 4 Business Days 2 Business Days

NY02 - Westchester

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

OH01 - Cleveland

ICB 4 Business Days 2 Business Days

OR01 - Portland

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

PA01 - Philadelphia

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

PA02 - Pittsburgh

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

TN01 - Nashville

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

TX01 - Austin

5 business days for:

  • Up to 5 cabinets (48U cabinets not included)
  • Up to 2 circuits per cabinet (primary and redundant)
  • Up to 5kW per cabinet (either 20A/120V, 20A/208V, or 30A/208V circuits)

All other installations are ICB

4 Business Days 2 Business Days

* Times are for quantities of (5) cross-connects or less.  Additional quantities are ICB.

+ Standard fiber type is single-mode. ALl other fiber types are ICB.

 

When vXchnge is asked by a customer to perform installation work which includes network provisioning, best efforts will be made to complete installations within the following time frames.

Site New vXchnge Internet Access Service on Fiber* New vXchnge Internet Access Service on Copper Change to vXchnge Existing Internet Access Service vXdirect - Cogent Internet Access Service
All vXchnge Data Center Locations

5 Business Days+

  • BGP configurations are ICB

3 Business Days+

  • BGP configurations are ICB

2 Business Days+

  • BGP configurations are ICB

17 Business Days1

  • BGP configurations are ICB

*Lead times for fiber installations are based on standard fiber type of single-mode. All other fiber types are ICB.

+Use of network service is contingent upon the customer’s ability to complete a test and turn-up with vXchnge Network Operations.

1 An order will not be validated until a signed Order Form and CSA and any other required documentation specified by COGENT, has been received, validated, approved and entered into COGENT’s provisioning system by its Account Coordination team.   Additional required documentation may include a completed questionnaire for IP Allocation as well as completed questionnaires for BGP, SMTP and DNS configurations when requested by the customer on the IP Allocation Questionnaire.

vXchnge Maintenance Procedures

vXchnge performs routine and prescribed maintenance to enable the installation of improvements to our network and facility infrastructure. Additionally, preventative maintenance is performed to avoid potential issues that have been identified by vXchnge’s early warning procedures and processes that are based on careful monitoring and thorough analysis of activity logs for our network and facilities.

All changes to the network and facilities are subject to our change management process. This process ensures that work is reviewed for completeness and accuracy prior to scheduling and implementation such as; risk assessment, quality assurance testing, and metrics for measuring progress and back out procedure.

vXchnge Operations will not schedule any preventative maintenance activities which have the potential to affect power or network delivery to customer provided equipment from the weekend prior to the Thanksgiving holiday and the weekend following the New Year’s holiday. This moratorium does not include corrective maintenance activities or repairs to critical infrastructure required to safeguard against interruption to customer operations.

The goals of change management are:

  • Ensure that changes to vXchnge services, infrastructure, policies, and procedures are implemented effectively and efficiently.
  • Minimize risk and impact to our customers.
  • Enable vXchnge to pro-actively notify customers in advance of potential disruption to their service.
  • Ensure all new equipment or routing configurations have received extensive testing on our independent and isolated test network environment prior to production Data Center configuration deployment.

vXchnge makes every effort to prevent disruption in service and performs maintenance during low traffic periods in order to minimize potential interruption to customer's Internet operations.

Low Impact Network Maintenance Schedule

Planned network maintenance that involves hardware, software or configuration changes that should not cause a service interruption, is deemed Low Impact Maintenance. Examples of low impact maintenance include global routing protocol configuration, adding a new ISP to the vXchnge network, or adding or replacing a redundant line card on an existing production switch. Low Impact Maintenance will be scheduled between 10:00 PM to 7:00 AM local time Friday through Sunday.

A momentary increase in latency or packet loss triggered by a standard redundancy mechanism (such as routing or switching protocol re-convergence, working-protect path failover, redundant card failover, re-balancing traffic on an aggregated trunk, etc.) is possible during a Low Impact Network Maintenance.

Notification: A Maintenance Notification will be sent to subscribers by the vXchnge OSSC 14 calendar days prior to the work taking place. This will be done so that in the unlikely event that a service interruption occurs and is related to the maintenance work. The vXchnge OSSC will be able to correlate the event with any trouble related requests for support they may receive.

Customers can subscribe and unsubscribe from Maintenance Notifications by calling (800) 553- 1829, emailing support@vxchnge.com, or logging into in\site and checking or unchecking the “Data Center Activities" box in the user record.

The Notification will contain the following information:

  • Scope:  What work is being done?
  • Impact: What impact to service can be expected?
  • Purpose:  Why this work is being done?
  • Duration:  Estimated duration of the activity?
  • A Notification will be sent to the same email group after work has been completed.

High Impact Network Maintenance Schedule

Planned network maintenance that is known to be service affecting is deemed High Impact Maintenance. High Impact maintenance will be scheduled between 10:00 PM and 7:00 AM local time, Friday through Sunday. Examples of the maintenance which falls under this category are a reload of a device, the addition or removal of hardware, or global changes to non-redundant routing or switching protocols.

Notification: A Maintenance Notification will be sent to subscribers by the vXchnge OSSC 14 calendar days prior to the work taking place. This will be done so that in the unlikely event that a service interruption occurs and is related to the maintenance work. The vXchnge OSSC will be able to correlate the event with any trouble related requests for support they may receive.

Customers can subscribe and unsubscribe from Maintenance Notifications by calling (800) 553-1829, emailing support@vxchnge.com, or logging into in\site and checking or unchecking the “Data Center Activities" box in the Notifications section of their in\site User Management settings.

The Notification will contain the following information:

  • Scope:  What work is being done?
  • Impact: What impact to service can be expected?
  • Purpose:  Why this work is being done?
  • Duration:  Estimated duration of the activity?
  • A Notification will be sent to the same email group after work has been completed.

Emergency Network Maintenance

Unplanned network maintenance may need to be done on an emergency basis. This work will only be done if normal service is interrupted, degraded, or severely endangered, and action is necessary to restore service or reliability to normal levels.

Notification: A Notification will be sent to the email list for the group that will be affected by the emergency maintenance. The Notification may be sent just prior to the activity, as time is normally of the essence in an emergency situation. The Notification will contain the following information:

  • Scope:  What work is being done?
  • Impact:  What impact to service can be expected?
  • Purpose: Why this work is being done, and why is it being performed outside of the normal maintenance window?
  • Duration:  Estimated duration of the activity?
  • A Notification will be sent to the same email group after all work has been completed.

NOTE: It is the customer’s responsibility to ensure the email group is kept current. Customers can subscribe and unsubscribe from Maintenance Notifications by calling (800) 553-1829, emailing support@vxchnge.com, or logging into in\site and checking or unchecking the “Data Center Activities" in the user record.

Service Provider & Carrier Network Maintenance

vXchnge makes every effort to enforce strict maintenance notification standards on its Service Providers and Carriers, including those who are considered Internet Service Providers or Carriers which support vXchnge Internet Access services including DireXConneX. These events are beyond the control of vXchnge. These parties may schedule service-impacting or non-service impacting maintenance activities at any time, in which case vXchnge will generate a “Carrier Network Maintenance” notification to our customers as soon as possible.

Infrastructure Maintenance

Routing Maintenance: Preventive Maintenance that is not expected to be customer impacting. This type of maintenance will be performed during normal working hours. Notification will be sent at least 14 calendar days in advance of the maintenance activity.

Scheduled Precautionary Maintenance: Preventive or Corrective Maintenance where customer impact is possible but not expected. This type of maintenance will be performed in an off-hours maintenance window (11:00PM to 7:00AM local time) to limit the severity of any unexpected impact to customers. Notification will be sent at least 14 calendar days in advance unless the maintenance is Corrective in nature and action is required sooner.

Service-Affecting Maintenance: Corrective Maintenance where customer impact is either expected or has already occurred. Maintenance notification will be sent as quickly as possible, but restoration of service or emergency actions will not be delayed to allow for prior notification.

Maintenance Notifications will be sent at the following intervals

  • 14 calendar days prior to maintenance commencement, unless the maintenance is corrective in nature and requires more prompt attention.
  • Upon maintenance commencement.
  • Upon maintenance completion.

The notification will contain the following information:

  • Scope:  What work is being done?
  • Impact:  What impact to service can be expected?
  • Purpose:  Why this work is being done?
  • Duration:  Estimated duration of the activity?
  • A Notification will be sent to the same email group after all work has been completed.

 

Security and Emergency Procedures

The following vXchnge Policies are adopted for operational efficiency, security and safety of all Customers. vXchnge has implemented a multilevel security system, in order to ensure your safety and the security of your installation. Complying with all security rules is important.

  • Customers must adhere to the vXchnge Data Center Customer Access Policy (page 5).     Customers are encouraged to report any unusual activity to OSSC staff.
  • Please familiarize yourself with the emergency exit doors of the Data Center. Emergency exits are to be used in case of emergency only.
  • Customer is aware and accepts that all access and movement in the Data Center will be electronically recorded and archived.
  • Customer shall comply with all safety, fire protection and evacuation regulations established by vXchnge or any applicable governmental agency.
  • Customer assumes all risks from theft or vandalism to their equipment within the Data Center and agrees to keep its premises (e.g., cabinets, cages) locked as required.

vXchnge Responsibilities

  • The facilities will be open for customer access 24 hours a day, 7 days a week, except in the event of an emergency. Advance notice will be provided to Customers concerning any scheduled maintenance that may interfere with customer’s access to or use of the customer’s space.
  • The vXchnge facilities will be in substantial compliance with all applicable laws and local codes.
  • Emergency contact information will be provided for the customer to use in the event of an emergency or other need as identified by Customers.
  • vXchnge will restrict unauthorized access to the facilities and to the customer’s space.

Customer & Visitor Responsibilties

  • Each customer will comply with all security procedures relating to vXchnge facilities. No customer or its agent may attempt to gain fraudulent access to the vXchnge facilities.
  • Upon a customer’s entry into the site, vXchnge may (at its discretion) accompany customer inside the site and may (at its discretion) remain with the customer for the entire time that customer is in the site. However, Customer will have privacy when within their contracted space, and vXchnge will maintain sufficient distance from a customer at such times as to not have access to customer’s legitimate activities and confidential information.

Visitor Authorization and Identification

  • Customers can designate a Primary Security Authorization contact on their initial Access List. The Primary Security Authorization contact will be contacted for approval whenever an unauthorized visitor requests access.
  • All requests for visits by minors (under 18 years old) must receive prior approval from the vXchnge OSSC and a member of Site Operations Management.
  • vXchnge may access any customer’s space as needed during an emergency; and as needed to perform those services necessary for the use of the site by Customer. vXchnge will not touch, maintain, use, upgrade, repair or operate customer’s equipment, except in an emergency or unless authorized by a customer’s Remote Hands technical support request.
  • Notwithstanding that Customer may have been permitted to install additional security or monitoring devices for its cage, Customer may not disable or override physical access measures, such as locks or keys, vXchnge uses to access the space in the events discussed herein.

Other Security Policies

  • Some vXchnge Data Centers employ proximity card access systems. In these cases, vXchnge will furnish the Customer free of charge with two keys and two pass cards to each door in the Space and, as required, to the Building. vXchnge may make a reasonable charge for any additional keys and pass cards. Customer upon the termination of its tenancy shall deliver to vXchnge the keys and pass cards of all doors which have been furnished to Customer, and in the event of loss of any keys or pass cards so furnished, shall pay vXchnge therefore. Customer shall not make or have made additional keys, and Customer shall not alter any locks or install a new or additional lock or bolt on any door of its space/premises without written notification and approval by vXchnge.
  • vXchnge may from time to time, in its reasonable judgment, adopt appropriate systems and procedures for the security or safety of the Building and/or Space, any persons occupying, using, or entering the same, or any equipment, furnishings, or contents thereof, and Customer shall comply with vXchnge’s reasonable requirements relative thereto.
  • Visitors may not bring any unauthorized recording devices (cameras, video recorders, etc.) into the Data Center. Customers in private cages may request in advance that vXchnge staff take photographs of their cage/equipment during a scheduled visit.
  • All bags and packages brought into or removed from the facility are subject to search by vXchnge security personnel.
  • No firearms or weapons of any type may be brought into the facility.
  • All visitors to vXchnge Data Centers should be aware that the centers are under 24-hour video surveillance.
  • Two-way radios may not be used in the facility.
  • Customers may not have any wireless communications access points installed in the data center without written approval from vXchnge.

Remote Hands Services

Remote Hands is a professional service offering that is typically short duration work to help customers install, decommission, troubleshoot and configure their environments. Historically this work is less than an hour but can be longer. Customers authorized to submit requests for technical support may do so using the in\site business intelligence platform, or by contacting the OSSC (800) 553-1829. The request is then dispatched to a member of the site or Network Operations based on the information provided in the support ticket. All requests are prioritized based on the severity declared by the customer and information provided within the request. No SLA exists for this service; it is provided as staff is available.  There are two types of professional services:

Value-Added Services Customer Benefits by Outsourcing
Remote Hands
  • Provides customers with a remote set of hands/eyes when they can’t physically be there
  • Provides 24 x 7 (in most locations) pre-scheduled and emergency technical support so customers can focus on their core business
  • Delivers greater flexibility and better value per maintenance dollar
  • Provides expert, round the clock resources on an as-needed basis, without the cost of in-house staffing
  • Provides customers the ability to ship items from
vXchnge facilities to the location of the customer’s choice
Customer Installation Services
  • Provides customers the flexibility of having a complex installation managed by vXchnge technicians, based on a Statement of Work agreed upon by customer.

 

With Remote Hands service at vXchnge technicians can provide some basic assistance to customers on an as-needed basis. Many times a customer needs vXchnge to provide services where more complex or time-consuming action may be required to accomplish a task that would otherwise require a customer's physical presence to complete. These services are well suited for advanced technical or professional services needs where highly skilled technicians and/or engineers may be needed to accomplish a task or provide assistance with a complex system or network component, software application, or operating system. These Remote Hands services are billed at vXchnge's current hourly rates billed in half hour increments.

Examples of Remote Hands services include:

  • Rebooting equipment, toggling a switch or setting an externally accessible dip-switch.
  • Reading off serial numbers on equipment to customer.
  • Providing visual verification (remote eyes) to assist customer's troubleshooting efforts.
  • Relaying equipment status indicators or typing simple commands on a pre-installed console.
  • Handling occasional inbound packages for customer.
  • Shipping and handling equipment greater than 30 minutes.
  • Plug in a console port for remote management by customer.
  • Moving or securing cables or customer-side cross-connects.
  • Replacing or verifying connectivity integrity of vXchnge provided cross-connects.
  • Adding, removing, or verifying a demarcation label.
  • Basic troubleshooting of customer equipment.
  • Inventorying a customer's equipment or taking digital pictures of equipment or co-location space
  • Labeling equipment and cable connections.
  • Assisting customer with physically installing, relocating, or movement of equipment.
  • Audits for Power, Cross Connect, Link Status, Equipment Status.
  • Installing, replacing/removing components (e.g., router/switch, internal module or card, disk drive, memory, etc.) that are hot-swappable and/or highly modular in design.
  • Swapping of pre-labeled, pre-ejected, removable media (tapes, CDs, DVDs, etc.)
  • PDU installation in customer cabinet.
  • Installing customer provided software with default configurations or specific and basic customer-provided instructions.
  • Diagnostic and signal testing a circuit with diagnostic equipment.
  • Loop-back testing for Telco circuits (DS1, DS3, OC-3, and OC-12, etc.)
  • Rack and Stack. Full deployment of delivered infrastructure, including hardware, software, middleware, and related components.
  • Critical data backup and/or restore operations.
  • Tape Management (changes, vaulting, offsite storage pickup/return).
  • Trash Removal/Dumpsters.
  • Escorted Access.

NOTE: Some of these services may require a signed liability waiver and/or customer configuration with process maps.

Data Center Fact Sheets

Data center fact sheets are available for all vXchnge data centers:

CA01 - Santa Clara

MN01 - Minneapolis

MN02 - St. Paul

MO01 - St. Louis

NC01 - Durham

NJ01 - Secaucus

NY01 - 75 Broad

NY02 - Westchester

OH01 - Cleveland

PA01 - Philadelphia

PA02 - Pittsburgh

OR01 - Portland

TN01 - Nashville

TX01 - Austin

 

CA01 - Santa Clara

Address:

2050 Martin Avenue

Santa Clara, CA 95050

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/7/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Pacific

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 24 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

Shipments are received at the loading dock, which is located at the rear of the building and accommodates large shipments; such as crates and pallets.

Shipping & delivery personnel must check in at the Operations Service Support Center, which is located in the lobby of the building, prior to using the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Server lifts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools

 

MN01 - Minneapolis

Address:

511 S. 11th Avenue Suite 211

Minneapolis, MN 55415

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/7/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Central

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

Loading dock is available 24/7. Two business days advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area
  • Huddle rooms

 

MN02 - St. Paul

Address:

1125 Energy Park Drive Suite 100

St. Paul, MN. 55108

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/7/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Central

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

Loading dock is available 24/7. Two business days advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area

 

MO01 - St. Louis

Address:

701 N. Tucker Boulevard Suite 610

St. Louis, MO 63101

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/7/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Central

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

Loading dock is available 24/7. Two business days advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area
  • Huddle rooms

 

NC01 - Durham

Address:

4518 S. Miami Boulevard Suite 100

Durham, NC. 27703

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/7/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Eastern

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

Packages need to be offlloaded from the rear parking area. Two business days advance notice is always required for the use of the rear parking area.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area
  • Huddle rooms

 

NJ01 - Secaucus

Address:

200B Meadowlands Parkway

Secaucus, NJ. 07094

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/7/365

Saturday and Sunday, 9:00 AM - 5:00 PM Eastern

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Eastern

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

One business day advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools

 

NY01 - 75 Broad

Address:

75 Broad Street, Floor 19

New York, NY. 10004

Site is multi-tenant

Phone: (201) 453-5300 Fax: (201) 553-1829

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 

Monday - Friday, 8:00 AM - 4:30 PM Eastern

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Eastern M-F

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

Charges for the loading dock and freight elevator use will apply.

Two business days advance notice is always required for use of the freight elevator.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools

 

NY02 - Westchester

Address:

480 N. Bedford Plaza

Chappaqua, NY. 10514

Site is multi-tenant

Phone: (201) 453-5300 Fax: (201) 553-1829

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/7/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Eastern M-F

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

Charges for loading dock use after normal hours, weekends, and holidays may apply. One business day advance notice is always required for use of the freight elevator.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools

 

OH01 - Cleveland

Address:

200 W. Prospect Ave., Higbee Bldg., Suite 710

Cleveland, OH. 44113

Site is multi-tenant

Phone: (201) 453-5300 Fax: (201) 553-1829

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/5/365, Monday - Friday

Saturday and Sunday 7:00 AM - 3:00 PM Eastern

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Eastern M-F

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

Charges for the loading dock and elevator use may apply.

Two business days advance notice is always required for the use of the freight elevator.

RESTRICTION: Loading dock height restriction is 12 feet. Any tractor-trailer height above 12 feet requires offload to smaller truck for entering the loading dock area.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools

 

OR01 - Portland

Address:

1233 NW 12th Avenue, Suite 201

Portland, OR. 97209

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/5/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Pacific

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

The loading dock is available 24/7. Two business days advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area
  • Huddle rooms

 

PA01 - Philadelphia

Address:

1500 Spring Garden Street, 5th floor

Philadelphia, PA. 19130

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/5/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Eastern

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

The loading dock is available 24/7. Two business days advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area
  • Huddle rooms

 

PA02 - Pittsburgh

Address:

2202 Liberty Avenue

Pittsburgh, PA. 15222

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/5/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Eastern

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

The loading dock is available 24/7. Two business days advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area
  • Huddle rooms

 

TN01 - Nashville

Address:

211 Commerce Street, Suite 700

Nashville, TN. 37201

Site is multi-tenant

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/5/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Central

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

The loading dock is available 24/7. Two business days advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area
  • Huddle rooms

 

TX01 - Austin

Address:

8025 N. Interstate Highway 35

Austin, TX. 78753

Support Hours and Contact Information

Support Hours: 24/7/365

Business Hours: 24/5/365

Technical questions or support calls should be directed to our Operation Support Service Center following the procedure defined below. Please find the telephone, email, and online options below.

Dial (800)-553-1829

Email: support@vXchnge.com

in\site

 

Local Shipping Details

Normal Hours Shipment Scheduling Off Hours Shipment Scheduling

Normal Deliveries

8:00 AM - 5:00 PM Central

Open ticket 24 hours in advance of shipment delivery.

Identify any over-sized shipments (cabinets, large crates) and provide the day and time that the shipment will arrive.

Small Shipment

Open ticket 48 hours in advance of shipment delivery.

Off-Hours or Large Shipment

Over-sized shipments that will take over an hour should be noted in the ticket 2 business days in advance. This will allow the data center to schedule the shipment with building security and ready staff.

 

The loading dock is available 24/7. Two business days advance notice is always required for the use of the loading dock.

Customer Convenience Items

The following customer convenience items are available at this location:

  • Wireless internet access
  • Equipment carts
  • Courtesy carts
  • Short-term secure storage
  • Basic hand tools
  • Staging area
  • Huddle rooms

 

Supporting Customer Forms

Customer Contact Form (CCI)

Customer Cross Connect (CCC) Form

vXchnge requires a Customer Cross Connect (CCC) form to be filled out for each customer ordered circuit. Please speak with your Account Representative if any assistance is needed in filling out the form in its entirety. All orders will be extended when there is a Sales Order (SO) executed accompanied with the completed CCC. Incomplete forms will not be accepted and will delay your cross connect installation. Please see the attachments within this PDF to open this form.