Procedures

24/7 Monitoring and Alerting System

EdgeNet understands the requirement for ensuring that systems are running 24/7. We monitor the facility not only from video surveillance but the core networks as well. We have incorporated an email notification system to ensure that you are always in the know.

Through these built in systems we are aware of a potential issue before it becomes one. All of our network gear provides this granularity of information ensuring our 99.9999% uptime.

Clients are also welcome to add their own methods of network monitoring in their space.

Remote Access Tools

EdgeNet recognizes that each client requirements are unique. We provide clients with an open connection without any blocking on their ports. Clients are given at least one public IP address that they can use to remotely access their systems.

Help Desk and Trouble Ticketing System

EdgeNet provides an online trouble ticketing system using Mantis BT. This system provides complete tracking of a customers tickets and immediate emailing of the ticket to those persons required to provide the service.

Ticket escalation is extremely important as we strive to address the requirements and needs in a timely fashion.

EdgeNet can also be reached through their 24/7 help desk number if a manual ticket cannot be entered or the repair is such that escalation is needed immediately.

Executive reporting and Customer Portal

EdgeNet offers an online portal for users to view their present connection state and usage history. These documents are customizable and printable for the customer records.

Location Entrance Procedure

The location of our data center is not publicized. This is to provide our customers the option to keep the identity of the location where their assets are located confidential.

The entrance to the data centers is monitored and controlled and there are sign in procedures. All customers who have need for 24 hour access are given written procedures for entrance to the facility. Customers using less than full cabinets are not given access to enter the data center by themselves on 24 hour basis. They are required to access it during the business hours and they are accompanied by a staff member during their presence in the data center. It is advised that customer shall discuss their requirement for facility entrance with a company representative before locating its equipment at the data center.

New Customer Startup Procedures: All new customers are required to:

  • Set up an account with the company and establish the payment arrangements.
  • Specify how many individuals require un-accompanied access to the data center. Each individual must submit security clearance document from the police to complete registration. Unregistered individuals are not allowed into data center. It is the responsibility of the customer to register their staff.
  • Customers granted accompanied entry must also register using same procedure as above.
  • Details of entry to the data center will be provided upon completion of registration.
  • Data Center is a secure facility and each customer is only allowed to have access to their own cabinet and/or equipment. The data center is monitored live on 24x7 basis. Unauthorized individuals will not be granted entry. Individuals trying to access cabinets other than their own will be prohibited from entering the data center in the future and if the intent is traced to the customer, the customer’s account will be terminated. For more details, please read terms of colocate in colocate Agreement.