Data Center Access

Customer representatives may access the Data Center, without providing prior notice, from 8:00 AM to 5:00 PM EST, Monday through Friday, excluding federal banking holidays (“Regular Access Hours”).

Individual seeking access must:

  • Provide a government-issued picture ID
  • Must be one of Customer’s authorized contacts or data center representatives.
  • Must sign in and out of the Data Center Access Log as directed by the Ongoing Operations staff.
  • Comply with any other requests by Ongoing Operations necessary or reasonable to maintain the security of the Data Center

After-Hours Access means access anytime other than Regular Hours Access, Emergency Access (below).

To gain After-Hours Access to the Data Center, Customer must provide prior notice at least forty-eight (48) hours before the desired access time.  The notice must include the estimated time of the Representative’s arrival and the estimated duration of the Customer’s stay.  This notice should be directed to 240-527-6810. If the Customer does not or is unable to provide notice, then Emergency Access policy will apply.

Individual seeking access must:

  • Provide a government-issued picture ID
  • Must be one of Customer’s authorized contacts or data center representatives.
  • Must sign in and out of the Data Center Access Log as directed by the Ongoing Operations staff
  • Comply with any other requests by Ongoing Operations necessary or reasonable to maintain the security of the Data Center.

Emergency Access:

If Customer desires to enter the Data Center in an emergency situation, as defined below, or is otherwise unable to provide the 48-hour required notice for afterhours Access, the following Emergency Access Policy will apply. Clients may be charged for afterhours assistance from Ongoing Operations staff at current smart hands rate for that facility if emergency access is required and not part of a disaster declaration.

  • One-Hour Advance Notice Preferred.
  • To gain Emergency Access, Customer should provide at least one (1) hour of notice
  1. Such Emergency Access Notice must be directed to 240-527-6800 option 1.   The notice must provide the estimated time of arrival and the anticipated duration of the stay.  For purposes of this section, an emergency situation means any of following events
  • Total System Failure  (Server has been reported as no longer responding to a system check and Customer’s account is not in arrears or terminated pursuant to this Agreement.)
  • Total Application Failure (No part of the application is functioning or server is no longer responding to HTTP requests.)
  • Loss of Power
  • Loss of access to bandwidth
  • Individual seeking access must:
  • Provide a government-issued picture ID
  • Must be one of Customer’s authorized contacts or data center representatives.
  • Must sign in and out of the Data Center Access Log as directed by the Ongoing Operations employee.
  • Comply with any other requests by Ongoing Operations necessary or reasonable to maintain the security of the Data Center.