Data Center Support

We take a proactive approach to customer support. Our team is comprised of intelligent operators with more than 300 years of collective industry experience. We are here 24x7x365 to answer your questions, service your requests, and ensure your data center is online – all the time.


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800.232.4173

Operations Command Center

The Operations Command Center (OCC) is a central communication hub, staffed 24x7x365, which enables our team to monitor and coordinate policy actions, perform resource management, emergency response, and address to your requests. The OCC has visibility into every system and is responsible for communicating and escalating critical information. Our team monitors all critical infrastructure so that we can anticipate, correct, and prevent many issues before they impact the data center.

FAQS

We will have an “on-boarding” meeting with you to answer any questions you may have and introduce you to each member of the local site team. You will also be presented with an “on-boarding” guide that will detail our Rules & Regulations and answer a number of frequently asked questions.
During the implementation phase, you will be introduced to your Implementation Project Manager as well as your entire implementation team, all committed to ensuring a swift and pain-free move into Aligned Data Centers. Your Implementation Project Manager is dedicated to your project and will serve as your primary point of contact throughout the onboarding process. Once your environment is in production, your primary point of contact will transfer to an ADC Customer Relationship Manager as well as the Data Center Facility Director.
Please submit a request for service through the client support portal and the appropriate Aligned Data Centers team member will respond to help you with your cross-connect request.
Please submit a request for service through the client support portal and the appropriate Aligned Data Centers team member will respond to help you with your request.
All packages can be picked up at the loading dock.
Please make sure your company’s name and “Attn. to:” are included on the shipping label.
We allow up to 72 hours for package pick-up.
Please submit a request for service through the client support portal and the appropriate Aligned Data Centers team member will respond to help you with your request.
Storage space is limited, however, your packages can be stored in a secure area for up to 72 hours.
The access control list is self-managed by your organization. An authorized technical user for your company can log in to the ADC Customer Portal to request access control revisions and user permissions for your vendors and employees.
All visitors wishing to access the property must be pre-approved through the client portal access control. A government issued photo ID and adherence to all ADC Rules & Regulations is required for access.
As a Tier III data center with a 100% availability SLA, our priority is customer satisfaction. Should you encounter a service-related issue however, please open a ticket in your customer portal or phone the Operations Command Center (OCC). The OCC team will contact the appropriate personnel to respond to your issue and a work ticket will be generated through your customer portal.
An annual major maintenance calendar is published each January and provided to all client. Reminder notifications are sent to each client one month prior to any planned maintenance and once again the week prior.