Support

What are facility hours?
With the proper authorization and security clearances, the facility is available 24/7. We can schedule a one-time work visit, or you can request permanent physical security access.

Who's allowed to enter the facility?
Entry is granted to employees and vendors on customer-provided, pre-approved access lists.

How do we add new employees to our access list?
Email support@servercentral.com with your request and we’ll take care of it. New employees must bring a government-issued photo ID to enter.

Can I obtain roof rights?
Yes. Our facilities have secured, open roof space for antennas, satellite dishes, and other customer installations.

Can we add and remove equipment from the facility?
Yes. You can bring any equipment into the facility, but gear removal must be scheduled through support@servercentral.com.

Can we take pictures inside the data center?
Photography and video recording is not allowed. If you need photos of your own equipment, please email support@servercentral.com and we'll accomodate your request.

Does the data center staff engineers?
Yes, our facilities are manned with mechanical engineers on site 24/7/365.

How high is the raised floor?
Our raised floors are conditioned and 42” high.

Do you have a Network Operations Center (NOC) on site?
Yes, our NOCs are manned with a minimum of two technicians per shift 24/7.

Do you have work areas available?
Yes, we have work benches with power and phones. We also have open office space available.

Do you have breakrooms off the raised floor?
Yes. Our breakrooms have a microwave, vending machines, and free coffee.

Is there parking near your data centers?
Yes. All of our locations have parking at or immediately adjacent to the facility.

How do you bill for bandwidth usage?
All bandwidth is billed in advance for the commit and in arrears for any overage. ServerCentral offers two methods for metering customer bandwidth usage: 

95th Percentile Method: Customers who have a committed data rate expressed in megabits per second (Mbps) Most ServerCentral customers will fall into this method for billing any usage over their commit.

GB Transfer Method: Dedicated servers and some custom service plans include a specified amount of monthly data transfer usually expressed in Gigabytes (GB). This method uses an exact measurement of the data that is transferred through your switchport over the given time period.

What advantages does ServerCentral offer to industries that require microsecond data transmission?
Our IP backbone offers industry-leading network latency through careful selection of fiber paths from multiple sources. In many cases we are able to offer 20% lower round-trip times than major competitors. This translates to improved customer networks, quicker interactive application performance, and also higher quality transport medium for your voice and video applications.

My application requires high-availability Internet access. How can I ensure that I stay connected?
To speed the flow of information directly to its destination, our continuously upgraded network and careful capacity planning ensure that there are no bottlenecks and that there is sufficient capacity to handle sudden, unpredictable demand. For Ethernet services, the customer edge device can be a Layer 2 switch, with no limits on the customer network topology. Our network supports large jumbo frame applications, allowing customers to optimize their networks with support for 9000+ byte MTUs.

Does your bandwidth have path redundancy?
Yes, our unique design and connectivity configuration offers network path redundancy in and out of our core PoPs and data centers, with rapid re-route features built into our architecture. We also maintain tremendous IP transit peering capacity, which allows us to manage unexpected spikes in IP usage at a moment’s notice.

What happens if an outage occurs somewhere along the network route?
Our global IP backbone is built upon diversity and redundancy, including routers, physical fiber paths, and electrical gear. Our colocation facilities are built upon redundant network nodes throughout our infrastructure, so if one cable or route is down, data automatically reroutes.

How are copper network cables delivered/installed into the cabinets?
Copper data cabling is delivered on the cable runway and ladder systems above the top of the cabinets, no network cabling is allowed under the raised floor. The copper cables are secured and run within flexible sheathing and labeled at each end to meet ANSI/TIA/EIA installation guidelines.

How are fiber network cables delivered/installed into the cabinets?
Fiber cabling is delivered via enclosed fiber troughs above the ladder systems and delivered into the cabinets via flexible conduit. The fiber cables are labeled at each end to meet ANSI/TIA/EIA installation guidelines.

Do you support IPv6?
Yes. ServerCentral has operated a 100% native dual-stack (IPv4 and IPv6) network since 2003 built upon Juniper Networks’ carrier-class routing and optical infrastructure. Rather than encapsulate each v6 packet, we deliver line-rate performance for IPv6 to every single POP seamlessly alongside existing IPv4 services.

Can we manage our own equipment, or will you do it for us?
That's completely up to you. We can provide, install, configure, monitor, and maintain your hardware, but if you have an IT staff to manage all of your equipment, that's fine too.

Can we monitor our power and bandwidth usage?
Yes. The Customer Portal displays real-time, per-circuit and aggregate power usage statistics generated by a Branch Circuit Monitoring System (BCMS). Historical power and bandwidth metrics date back to the first day of service.

What is the minimum amount of colocation space you offer?
We have a range from ¼, ½, and full 48U cabinets, all the way to scalable, private cages.

How do I submit an RFP/RFQ/RFI?
Please email your request to sales@servercentral.com and we’ll get back to you right away.

Can I get a quote?
Absolutely. Please fill out our pricing request form and a member of our Sales Team will create a customized proposal for your review.

What are the dimensions of your standard cabinet?
Our extra-tall cabinets are 48U with a 24” x 40” footprint. The standard cabinet we provide is 40” deep.

Are we allotted permanent IP space with our cloud deployment?
Yes.

Can your network support IPv6 in conjunction with your cloud service?
Yes. Our network is IPv6 native.

Can all my applications run in the cloud?
Yes, but not all applications are optimal for cloud infrastructure. In some cases, traditional hosting is ideal. If you have questions, we have answers. Talk to our sales team about your specific case.

Am I able to migrate VMware instances to your cloud?
Yes. We offer fully assisted, live migrations for all VMware instances moving to or from our clouds.

How do you bill for cloud services?
We bill monthly for a block of resources, rather than per instance or CPU cycle.

Is your cloud service designed to be redundant in case there are multiple concurrent component failures?
Yes. We monitor all of the redundant hardware and perform live maintenance as necessary. Your cloud configuration will stay up and available should hardware issues or any component failures occur, and you will be notified promptly.

What is the difference between SaaS, PaaS, and IaaS, and which does ServerCentral provide?
Infrastructure-as-a-Service (IaaS) providers offer the compute and storage hardware on which operating systems and applications are deployed. This allows customers to rent CPU horsepower when they need more compute performance and vast amounts of storage when they need more capacity, providing greater scalability and flexibility as their applications and businesses demand. As a managed IaaS provider, ServerCentral delivers the foundation on which direct customers, PaaS, and SaaS providers build. In other words, rather than offer cloud applications, we provide the infrastructure that supports them. VM environments run by most companies today are a perfect application for IaaS platforms like ours.

Platform-as-a-Service (PaaS) providers offer the structure on which applications are created, tested, deployed, run, and maintained. This model delivers development environments as a service. PaaS offerings may include application services such as team collaboration, web service integration and marshalling, and more.

Software-as-a-Service (SaaS) providers offer the applications that serve end-users. The service provider hosts the software so end-users simply connect and use it. SaaS has become a common delivery model for many business applications, such as customer relationship management, enterprise resource planning, and service desk management.

ServerCentral is an IaaS provider, the foundation on which SaaS and PaaS reside. We are responsible for all data center operations relevant to a cloud hosting environment, including computing power, network components, and storage. When you need more of these resources, you can utilize them as needed rather than purchase them permanently.

Do you offer uptime guarantees?
ServerCentral offers 100% uptime service level agreements (SLAs) on power and network. We also offer competitive SLAs on cooling and humidity.

Can ServerCentral help me determine my power draw requirements?
Our engineers will be happy to work with you in determining a power configuration for your equipment needs now and in the future.

What is your typical turnaround for provisioning new orders?
Our official turnaround time for cabinet installations is ten business days, although we can and often do accomodate urgent requests right away using an active inventory of pre-configured parts on site.

What is your typical response time to a new trouble ticket?
Our average ticket response time is less than 10 minutes.

Can your technical support team accommodate weekly or monthly maintenance requests?
Yes. You can purchase blocks of hourly or monthly Remote Hands time for installations or maintenance.

What if I need technical support right away?
For emergencies, call us locally at +1 (312) 829-1111 ext. 2. We're staffed 24/7, so someone's always nearby, even if you need to run a maintenance window at 2:00 AM. Our support technicians are highly skilled in system administration and can troubleshoot nearly any issue very quickly.

Do you have a customer portal for trouble reporting?
Yes. Our Customer Portal has an enterprise-class trouble-ticketing system with a queue for each department. System trouble, outages, and support requests are handled by this system. Each ticket has a documented response level and escalation path. None of our support functions are outsourced, even during off-hours.