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All your questions answered

 

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Onsite Services

[fa icon="plus-square"] What onsite support do you provide?

Yes we do.

24/7 on-site technicians (smart hands) are available at all data centres, except at Gloucester where  they are available 12/7.  

Our technicians provide a range of immediate support e.g. repowering a device. Unless stated, these services are all  included in our rack space charges, with an SLA of 80% within 15 minutes and 100% within 60 minutes.

[fa icon="plus-square"] Can you assist with equipment installation and cabling?

Yes we can. Our skilled data centre technicians are available to undertake installations of racks, equipment and cabling. We  also provide the cabling infrastructure to connect data cables between your racks.

For larger data cabling needs we can secure multiple quotes and project/quality manage the installation on your behalf. 

[fa icon="plus-square"] How do you ensure my data is secure?

We provide the following physical security features:

  • perimeter security,
  • hardened visitor authentication areas,
  • CCTV and 24/7 guarding.
  • access is controlled by our access and security policy.
  • we maintains a register (Access List) of all Datacom staff and visitors, (permanent and visitor access). 
  • our facilities have either been earthquake protection or are not located near any fault lines.

We have multiple fire protection equipment including:

  •  Vesda,
  • smoke and heat detection,
  • fire suppressant gas.
We have onsite back up power generators, with our New Zealand data centres keeping 48hrs of fuel onsite and our Australian data centres keeping 24 hours.

 

[fa icon="plus-square"] Do you maintain my back up tapes?
 Yes this service is included at no extra charge.  
[fa icon="plus-square"] Do you offer secure parking?
 Yes. All of our sites have parking. Each data centre has 24/7 onsite secure parking. Except for Abel which has spaces at the front of the building and on the street.  
[fa icon="plus-square"] What facilities are available onsite?

We provide the following onsite facilities:

  • inwards goods and a secure store.
  • build and project rooms.
  • customer offices with kitchens, meeting rooms, bathrooms and sickbays.
  • guest WiFi provided.
Booking may be required, however there are no extra charges.  
[fa icon="plus-square"] Are your facilities eartquake protected?

Orbit and Kapua

Importance level 3 Earthquake protection. 
IL3 designed to resist seismic accelerations for a 1 in 1000 year period. 

Abel and Gloucester

Both our facilities have undertaken earthquake remediation upgrades. 

Sydney and Melbourne

Our facilities are not located in a 100-year flood plain or near an earthquake fault.

Racks

[fa icon="plus-square"] What racks do you provide?

Our rental racks are 52RU, 600mm wide and 1200mm deep. 800mm wide racks are also available. 

We also provide secure ½ [22RU] and ¼ [11RU] rack compartments, offering dedicated power rails, electronically locked doors and discrete data cabling entry to each compartment. 

[fa icon="plus-square"] Can I bring my own racks?
Yes you can, however there are charges to install, provide power outlets, connect to seismic bracing systems (in NZ) and to add electronic rack locking.
[fa icon="plus-square"] How much power can your racks support?

Orbit and Kapua

Can accommodate up to 12kW/rack with an average per customer of 6kW.

Abel and Gloucester

Can accommodate up to 8kW/rack with an average per customer of 4.5kW.

Sydney and Melbourne

Can accommodate up to 12kW/rack with an average per customer of 8kW.

We also provide A and B power to your racks in our our centres. 

[fa icon="plus-square"] Can I change my rack size?
Yes you can. We offer flexible contracts that can be increased or decreased as your business requirements change.  
[fa icon="plus-square"] Do you have rack capacity?

We have plenty of space available!

We recently completed a significant capacity expansion project at Gloucester, Orbit and Kapua.

 Abel’s expansion project will be completed by 2020.

We opened our new Sydney hall in August 2018 and will be opening Melbourne in April 2020. 

Access

[fa icon="plus-square"] Can I access your data centres?

You can access our data centres 24/7

There are no charges to access our facilities, except when an escort is required.

If you are authorised by your organisation and have been inducted, escorts are not required.  Escorts can be provided if necessary.

We welcome tours, but ask that you contact the team in advance to book one in. We don’t require background checks. 

[fa icon="plus-square"] Do you have location access restrictions on your data centres?

There are no restrictions.

You can be in one or any combination of our facilities. We have a dedicated network linking our New Zealand and Australian facilities to ensure maximum efficiency for all customers.

[fa icon="plus-square"] Can we take our customer por stakeholders into the data centres?
We welcome tours. These can be booked in advance with the data centre team. 

Additional Services

[fa icon="plus-square"] Which suppliers can I engage with?
We have no restrictions and operate with a fully neutral supplier policy. This means all our data centres are Telco and service provider neutral and guaranteed to remain so for the lifetime of the facility.  You have full control and choice over who you work with.
[fa icon="plus-square"] Do you provide relocation services?
Yes, we can. We can help create the migration plan and run the physical relocation program for you, as we have done for numerous of of customers.  
[fa icon="plus-square"] Do you provide rubbish removal services?

Yes, all packing waste and IT equipment and hardware and is responsibly disposed or recycled for you at no extra charge at our New Zealand sites. Charges do apply for our Australian centres.

We can also provide secure disposal of data destruction, however we charge for this service.  

[fa icon="plus-square"] You require planned outages?
No. It is our goal to never expect to have to ask you for an outage in the lifetime of the facilities, and we pride ourselves on ensuring our facilities run optimally to avoid unplanned outages as far as are within our control. 
[fa icon="plus-square"] Can I audit your data centres?
Yes, although we provide a number of certifications that should prevent the need for individual audits. If customers do require an audit these can be arranged with the data centre team. 
[fa icon="plus-square"] Do you provide time service?
We offer Stratum-1 NTP Time Server at Orbit, Kapua, Sydney and Melbourne. These services are however not currently available at Abel and Glouster.  

Contracts and Costs

[fa icon="plus-square"] How am I billed?
You are billed on a monthly basis, to ensure you have maximum flexibility and are able to scale up or down your requirements as your needs and business demands change.
[fa icon="plus-square"] What reporting do you provide?

A monthly report is available that includes:  

  • Power, rack, air operating conditions 
  • Maintenance undertaken and scheduled to take place  
  • Data Centre Incidents 

Additional reporting content is currently being developed and will be automatically included as it is rolled out.

[fa icon="plus-square"] Is my equipment in your data centre insured?
Yes
[fa icon="plus-square"] Do you charge cross connect fees?
There is a one-off fee for the installation of a cross-connect, typically undertaken using data centres structured cabling systems. There are no on-going cross-connect fees. 
[fa icon="plus-square"] Do I need to provide and commit to a certain amount of power up front?
No. All power is metered and charged by real-time usage.  This takes the stress and hassle out of predetermining what you may need, as well as saving you money, as you only pay for what you use.
[fa icon="plus-square"] Are there any hidden costs?

No, all power is metered and charged by real-time usage. The majority of the services we provide are already included in your rack space rates, unless clearly stated.

There are no access charges for approved and inducted people. 

The right partner by your side


Find out how our team can work with you to identify and
implement the solution that will deliver real results for your business.

 

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