Introduction

Welcome to in\site Mobile, vXchnge’s solution for managing user access and critical tasks on the go. in\site Mobile provides access to the following capabilities from anywhere and at any time:

  • Manage support tickets across all services and vXchnge data centers.
  • Make service change requests.
  • Manage users’ physical access to vXchnge data centers.
  • Monitor and track, in real-time, assets deployed by cabinet across all data centers.
  • View power utilization by cabinet and by power circuits.
  • View bandwidth utilization.
  • Stay informed of scheduled maintenance activities, advisories, and other events relevant to your data center.
  • Immediate contact with vXchnge support 24x7x365 with on-site technicians.

 

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Installing the in\site Mobile App

in\site Mobile is available for Apple iOS and Android devices. To download the app, you can search the App Store or Google Play for vXchnge.

AppStoreGoogle Play

Account Registration

If you do not yet have access to in\site, please contact your in\site Administrator.

 

Logging into the App

To login, enter your registered email address and password. This is the same email address and password that you use to login to the in\site Business Intelligence System website at insite.vxchnge.com.

For your convenience, a show password icon is available to help verify the entered password if needed.

 

Login page

Password Reset

If you have forgotten your password for in\site, a “Forgot Password?’ link is available on the logon page. After entering your registered email address, an email will be sent that will allow you to reset it.

NOTE: If you do not receive this email within a few minutes, please check your Spam or Junk Email folders.

How to change your password prior to logging into in\site Mobile:

1. Open the in\site Mobile app or the in\site Business Intelligence System website at insite.vxchnge.com.

2. Tap or click the Forgot Password? link on the logon page.

3. Enter your registered email address.

4. Check your email box for a message providing a link to reset your password.

NOTE: If you do not receive this email within a few minutes, please check your Spam or Junk Email folders.

5. Click the link in the email to be taken to a ‘Finish Account Setup’ page.

6. Answer your challenge question and then click ‘Submit’.

7. Enter and confirm your new password and then click ‘Save’.

Search

You can quickly search the app for users, support tickets, and assets. This allows you to find, view, or edit support tickets or change user access faster than navigating through the app to locate them. Performing a search automatically navigates to the list of users, tickets or assets, filtering the list to show all matching records.

How to perform a search

  1. To perform a search, first tap the magnifying glass icon at the top.

Search

  1. Next, choose a record type (Users, Support Tickets, Cabinets, In-Rack Assets, Power Circuits, Bandwidth Services, or Cross-Connects).
  2. Enter the search query text, and then tap the Search button.

Search 2

Notifications

Tap the alarm icon at the top to view all data center maintenance, service, weather, and informational advisory notifications associated with your data center(s).

Notifications

Menu

Tap the menu icon at the top to view information about in\site Mobile, Logout, or switch to another company profile if you are associated with more than one.

Menu

Using in\site Mobile

Navigation of the system is accomplished using easy to read Dashboard menu items. To return to the Dashboard at any time, simply tap the in\site icon in the upper left:

Using insite Mobile



Cabinets

To view the list of cabinets associated with your account, tap the Cabinets button. In sites where branch circuit monitoring is available, all cabinets with associated power circuits will include a colored icon to indicate current power utilization. Additionally, buttons are available to view each cabinet’s in-rack assets, power utilization history, and to create support tickets.

Color-Coded Power Utilization

Cabinets with a green power icon indicate that all individual and primary/redundant paired power circuits within the cabinet are utilizing less than 60% of their rated capacities.

Cabinets with a yellow icon indicate that at least one individual or paired power circuit within the cabinet is using between 60% and 80% of its capacity.

Cabinets with an orange icon provide an indication that one of the circuits.

 

Colored power usage

 

To investigate further, tap the colored power icon to view the list of power circuits within the cabinet. You can then view all circuits’ utilization and see past usage history.

In-Rack Assets

To view the devices mounted within the cabinet, two choice are available. To see a visual representation of the cabinet and the assets mounted within it, tap the main cabinet identifier at the top.

InRack Assets

 

Cabient View

 

From the cabinet view, you can scroll up and down to locate a specific asset and then “long-press” to load the asset’s details. This makes it very easy to locate a specific asset for which you’d like to create a support ticket.

Alternatively, you may view the list of all devices associated with the cabinet by tapping the computer icon.

 

InRack Assets Icon

 

Permissions for In-Rack Assets

Only users with View Only or Modify permissions for Asset Compliance can see the in-rack assets area. This authorization is managed through the in\site Web interface.

Cabinet Power Usage History

To view current and past power utilization history for the cabinet, tap the chart icon.

 

Cabinet Power Usage History

 

By default, the Power Usage chart loads with the past days’ worth of cabinet power history. You may also view usage by week or month if needed, and you can view previous days, weeks, or months of usage by using the arrow buttons above the chart.

Cabinet Power Usage Chart

 

To view the power usage history for any of the power circuits within the cabinet, select the circuits from the Cabinet Total drop down list.

Permissions for Cabinet Power Usage

Only users with access to the Power Usage features of in\site can view cabinet and power circuit utilization. These authorizations are managed through the in\site Web interface.

Cabinet Support Tickets

To quickly create a new support ticket for a specific cabinet, tap the ticket icon.

Cabinet Ticket Icon

 

A new ticket form will appear with the cabinet identifier included, making it easy for Operations to locate the cabinet in which assistance is needed.

Permissions for Cabinet Support Tickets

Only users with Modify permissions for Support Tickets can create new support tickets in Mobile. These authorizations are managed through the in\site Web interface.

 

In-Rack Assets

To view the list of all in-rack assets tap the In-Rack Assets button. All assets are listed with the cabinet they are associated with, the RU position they occupy, along with the manufacturer and model for each. From this list you can easily create new support tickets for any assets, greatly minimizing the time needed for Operations to locate the device and address your needs.

To see a visual representation of the device within the cabinet, tap the asset’s name and then tap the name of the cabinet at the top.

To create a new support ticket, simply tap the ticket icon.

Power Circuits

To view the list of all power circuits, tap the Power Circuits button. All circuits are shown with their Amps, Volts, Usable Power, and the cabinet in which they are installed. To view additional details for a circuit, tap its ID at the top.

Power circuits in a primary/redundant paired configuration (A+B) will appear next to each other in the list, and each will have a link icon with the IDs of both circuits listed. In addition, the total power utilization of the pair will appear next to it.Power Circuits List

To view the usage history of the circuit(s) tap the usage chart icon, and to create a new Support ticket, tap the ticket icon.

Bandwidth Services

To view the list of all vX provided bandwidth services, tap the Bandwidth Services button.

Initially, basic information such as the most recent total upload and total download speeds will appear, along with the type of service and its commit and peak rates. To view additional detail, such as the IP blocks associated with the service, tap the ID of the bandwidth service at the top.

To view the usage history of the service, tap the usage chart icon, and to create a new Support ticket directly from the service, tap the ticket icon.

Cross-Connects

To view the list of all cross-connects tap the Cross-Connects button.

Basic information such as the A and Z side locations will appear by default and tapping the ID of the cross connect will expose additional detail such as the media type and provider circuit ID associated with the cross connect. As with other asset types, you can quickly create a new support ticket directly from the cross connect by tapping the ticket icon.

Support Tickets

Use the Support Tickets area to quickly create new support and site access tickets, or to view the current status and make updates to existing support tickets.

Permissions

Only users with View Only or Modify permissions to Support Tickets will see this area, and only users with Modify permissions can create new tickets. Authorizations are managed through the in\site Web interface.

How to create new support tickets

  • To create a new support ticket, first tap on the New button.
  • If you would like to associate the ticket with an internal identifier from your own system, enter the number into the Internal ID field.
  • If you have products and services in more than one vXchnge data center, select the facility from the Data Center field.
  • If someone other than yourself should be assigned to the ticket, select them from the Contact field.
  • Under the Support Type field, select one of the following values depending on the type of support needed (Site Access, Standard Support, or Service Trouble):

Site Access

This is used to submit a ticket granting temporary data center access to one or more people. This can be used to grant access to an employee, or an individual not directly associated with your company, such as a hardware vendor.

Standard Support

Use this Support Type if you have questions or to request assistance for matters that are not critical in nature.

Service Trouble

This Support Type should only be used if you are experiencing problems related to your colocation and/or network services that must be resolved immediately.

  • If you selected the Standard Support or Service Trouble Support Type values, select one of the options from the Service Description field to help better categorize the assistance needed.
  • If you selected the Site Access Support Type, specify the date range and times when the access to the data center will be valid, and then enter the names of all individuals who will be authorized to enter the facility on your behalf.
  • Enter a subject for the request.
  • Add comments as needed to help us better serve your request.
  • Once complete, tap Save.
How to view existing support tickets

To view ALL existing Support tickets created in the last 90 days, simply tap on the main Support Tickets button.

To only view open Support tickets created in the last 90 days, tap on the Open (xx) button.

How to update or add comments to an existing support ticket

  • To update an existing support ticket or add new comments, first tap on Support Tickets and then tap the ticket number to open it.
    HINT: If you are having trouble locating an existing ticket, you can use the Search field at the top to enter keywords that may help you locate it. You can search for support tickets based on the Internal ID, Ticket Number, or Subject.
  • Tap the Edit button.
  • Make any necessary changes or add a comment at the bottom of the ticket and then tap Save.

User Access

Tap User Access to view the list of all users associated with your company, along with their contact information. From this area, you can also change data center access authorizations and quickly contact them if needed.

Permissions

Only users with User Manager access will see this area. Authorizations are managed through the in\site Web interface.

How to change data center access authorizations

1. To quickly grant or remove access to the data center, first tap on User Access.
2. Next, locate the individual for whom access must be changed and then tap the small shield icon corresponding to their name.

Data Center Access

3. On the user’s Data Center Access page, tap the shield at the top or toggle the Data Center Access option to grant or deny the user from accessing the data center.
4. If the user is granted access to the data center, you may optionally enter a date range for which the user’s access will be valid.
5. Prior to saving, make sure at least one data center is enabled and then tap Save.

Data Center Access Detail

 

How to call or email existing users in in\site

  1. To quickly call or email any user who is associated with your company account, first tap on User Access.
  2. Next, tap the phone or mail icon corresponding to their name in the list.
  3. If you’d like to make a call, select the number to use. This will automatically open the phone app with the user’s phone number entered.
  4. If you are emailing the user, tapping the mail icon will automatically open the default mail app, and the user’s email address will be pre-populated for you.

How to view user details

To view the user’s name, job title, email address, and phone number(s), simply tap the user’s name from the Users list.

Contact vXchnge

To quickly contact vXchnge Support or your Sales Executive, tap Contact vXchnge.

How to email Support

To quickly email Support, simply tap the Contact vXchnge button. This will use the default email app to generate a new email to vXchnge Support.

How to call Support

To call Support, tap the Call Support link. This will bring up the phone app with the contact number entered for you.

How to call your Sales Executive

To quickly call your account rep, tap the Call My Rep link. This will bring up the phone app with the rep’s contact number entered for you.

 

How to Submit Feedback

To leave feedback or offer suggestions for improvements to the vXchnge in\site Mobile app, please email insite.mobile@vxchnge.com or use the ‘Help Improve in\site’ link located at the bottom of the page in the in\site Business Intelligence System to submit your suggestions.