7 Teleport Drive • Staten Island, NY 10311 • 800.714.5143
Elastic Technology
Design for today... with
tomorrow in mind
Click here to Learn More.
Supporting you with the industry's BEST data center services
Digital Edge bridges the gap between technology offerings and your needs.
We believe that what matters most is the team you work with. Between our highly-specialized data center technology focus and first-rate support processes, our team's support service is unmatched industry-wide, making them our biggest asset.
Here are some common communication scenarios and how we handle them:
-
#1: Unresponsive servers
Problem: It's 2 AM and a mission-critical process choked when a server became unresponsive after a backup file's size increased over time.
Response: The Digital Edge 24/7 monitoring team receives an outage report on its centralized monitoring display. A monitoring technician reviews escalation procedures and contacts an engineer on duty. The engineer logs into the knowledge management system, and identifies the problem. He decides to address the problem himself-or can escalate it to the engagement engineer, problem-specific engineer or the client IT group. If the problem is not resolved within 30 minutes, the problem is escalated to the client relationship manager and our CTO.
-
#2: Hard drive failure
Problem: A hard drive in a fiber-attached storage RAID group fails. RAID degraded its state and it is running without visible problems; the OS does not notice the failure. The monitoring of fiber-attached storage is configured, but the SMTP server required for alert relay was moved, and the storage device failed to send notification.
Response: Digital Edge notices the failure at its weekly hardware review. Depending upon the agreed service an engagement engineer will notify the client or just replace the failed drive.
-
#3: Unforeseen issue
Problem: You need to contact your engagement engineer; there is an unforeseen situation that you must discuss immediately.
Response: You call or email your support group. The monitoring group picks up the ticket and notifies your engagement engineer that a callback is requested. If the engagement engineer is unavailable, the engineer on duty picks up the call or escalates it to our CTO.
-
#4: The wrong data is stored
Problem: Users stored the wrong data and you need to restore a good version.
Response: You call or email your support group. The monitoring group picks up the ticket and communicates the request to the client relationship engineer. Your support engineer creates a staging place, and restores the requested backup data set, giving you access to verify the data.
-
#5: A new application is implemented
Problem: Your IT department decides to deploy a new application requiring backend integration on your current system. A complex, multiple-step deployment and implementation plan must be developed.
Response: Your Digital Edge relationship manager organizes a joint meeting with your IT group and Digital Edge's support group. The group develops a day-to-day implementation plan. Both your management and Digital Edge's relationship manager control the project's deliverables and milestones.
