Server Colocation – Features

Setup Time

Once you’ve ordered your colocation online, our technical team will contact you to verify your requirements. You will receive your IP addresses, followed by a welcome letter explaining how to use the various features of your account.

This process usually takes two working days. Once the process is complete, you will be able to either make an appointment for an accompanied installation, or arrange to have your server(s) couriered to us.

Service Level Agreements (SLAs)

Our colocation is subject to the following service level agreements (SLAs) :

• 100.0% on power availability
• 99.97% on cooling availability
• 99.95% on network availability

For more details on these please see Our Support Charter.

Installation

We offer two options for installation: Courier dropoff or customer-accompanied install.

If you opt for courier dropoff, you will be asked to courier (or personally deliver) your server(s) to our office. An engineer will install the servers within 24 hours. You should pre-configure the machine(s) with IP addresses etc, such that the machine(s) should be able to boot onto the network following connection to power and network. We will perform ping tests to ensure your machine is accessible and contact you to advise you that the installation is complete. Any advanced diagnostic work required to be performed by our engineers may incur additional labour charges.

If you opt for the customer-accompanied install, a mutually convenient installation time (working hours only) will be specified, and full map/directions to the datacentre will be provided to you. An engineer will meet you at the designated time, and will install your server(s) into our cabinets. Once this is complete, you will be allowed time to check that your machine(s) have outbound connectivity. The total installation time should be no greater than 30 minutes, or additional labour charges may be incurred.

Account Manager

Melbourne believes in personal customer service. As such, each customer has a single point of contact, in the form of an account manager. Whilst support tickets should be submitted directly to our technical team, your account manager can help liaise in more complex issues, and also process new orders on your behalf. Your account manager would also be your point of contact in the unlikely event that you are unhappy with any aspect of the service you receive from us.

Cabinet Depths

Our colocation is provisioned from 1000mm x 600mm cabinets, which have a post-to-post depth of 800mm to 750mm, meaning we can accommodate servers with rails between these sizes. All standard HP, Dell, Compaq and Sun equipment fits into these specifications.

No Rails?

If your server does not come with, or has unsuitable mounting rails, we can provide a shelf for a one-off cost of £50.00.

Remote Power Cycling

All power ports are fed via an APC remote reboot switch device, which allows you to power-cycle your equipment through our customer control panel. This is useful, if, for example, your machine locks up and cannot be accessed over the network.

KVM over IP Access

Never lose a server again! KVM over IP enables you to administer your machine as if you were sat next to it. You can edit the BIOS, un-lock a firewall or any other task that you would perform at the console. Furthermore, Virtual Media means you can mount an ISO from your workstation directly onto your server, making remote software installation a breeze! Priced at £9 per port (server) per month.

Online Bandwidth Monitoring

Your network ports will be added to our bandwidth monitoring software meaning you can view your usage statistics any time from our support site.

1Gbps or 100Mbps switch ports

All switch ports are provisioned at 100Mbps and are fully burstable (unless a capped bandwidth option has been chosen).

Accompanied access within one hour

In the interests of overall security, access to shared cabinets is accompanied only. We guarantee to have an engineer available to meet you within one hour, day or night.

Callouts are charged at our standard rates (listed above). A number of office hours incidents/visits are included (see above).