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.