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Data Center Access Policy
 

Why Choose Alterascape?


 

The purpose of this document is to set forth the Alterascape policy for colocation customer access to the Data Center, as well as removal of customer equipment from the Data Center. To ensure the security of the Data Center, all customers, their representatives, and agent s must follow these guidelines.

ACCESS REQUESTS

A.  Regular Access.

Customer representatives may access the Data Center, without providing prior notice, from 7:00 a.m. to 6:00 p.m EST, Monday through Friday, excluding federal banking holidays (“Regular Access Hours”). 

  1. Customer’s account must be current. If not,  Customer must see/ contact accounting to clear Customer’s account:

    Michele Wheeler
    Accounting Dept
    http://www.alterascape.com/contact.php
    Office phone (407) 251-2053

  2. Individual seeking access must:
    • Provide a government-issued picture ID
    • Must be one of Customer’s authorized contacts or data center representatives. Authorized contacts and data center representatives may be changed by Customer by logging into Customer’s Alterascape account at https://support.alterascape.com/  (“Alterascape Support”) . Only a person listed specifically with the title “Primary Contact” or “Authorized Contact” can authorize an individual’s access to the data center. If the person is not authorized in the Customer’s Profile, authorization, ask the person to send an e-mail from the email address in Customer’s file authorizing the person to gain access
    • Must sign in and out of the Data Center Access Log as directed by the NOC staff.
    • Comply with any other requests by Alterascape necessary or reasonable to maintain the security of the Data Center
B.  After-Hours Access.

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

  1. To gain After-Hours Access to the Data Center, Customer must provide prior notice at least twenty-four (24) 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 407-251-2080 or contact-us. If the Customer does not or is unable to provide notice, then Emergency Access policy will apply.
  2. Customer’s account must be current. If not,  Customer must contact accounting during regular business hours to clear its account:
  3. Individual seeking access must:
    • Provide a government-issued picture ID
    • Must be one of Customer’s authorized contacts or data center representatives.  Authorized contacts and data center representatives may be changed by Customer by logging into Alterascape Support. Only a person listed specifically with the title “Primary Contact” or “Authorized Contact” can authorize an individual’s access to the data center. If the person is not authorized in the Customer’s Profile, authorization, ask the person to send an e-mail from the email address in Customer’s file authorizing the person to gain access
    • Must sign in and out of the Data Center Access Log as directed by the NOC staff
    • Comply with any other requests by Alterascape necessary or reasonable to maintain the security of the Data Center.

C.  Emergency Access.

If Customer desires to enter the Data Center in an emergency situation, as defined below, or is otherwise unable to provide the 24-hour required notice for After-Hours Access, the following Emergency Access Policy will apply.

  1. One-Hour Advance Notice Preferred.  To gain Emergency Access, Customer should provide at least one (1) hour of notice.  Such Emergency Access Notice must be directed to 407-251-2080 or contact-us.   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 
  2. Customer’s account must be current. If not, Customer must contact accounting during regular business hours to clear its account.

    Michele Wheeler
    Accounting Dept
    http://www.alterascape.com/contact.php
    Office phone (407) 251-2053

  3. Individual seeking access must:
    • Provide a government-issued picture ID
    • Must be one of Customer’s authorized contacts or data center representatives.  Authorized contacts and data center representatives may be changed by Customer by logging into Alterascape Support. Only a person listed specifically with the title “Primary Contact” or “Authorized Contact” can authorize an individual’s access to the data center. If the person is not authorized in the Customer’s Profile, authorization, ask the person to send an e-mail from the email address in Customer’s file authorizing the person to gain access
    • Must sign in and out of the Data Center Access Log as directed by the Alterascape employee.
    • Comply with any other requests by Alterascape necessary or reasonable to maintain the security of the Data Center.

REMOVAL OF EQUIPMENT

A.  Removal by Customer.

Prior to Customer’s removal of any equipment located on the Premises, Customer should provide Alterascape with prior written notice and approval obtained from Alterascape.
Prior Notice and Approval.

  1. Customer’s account must be current. If not, Customer must contact accounting during regular business hours to clear its account:

    Michele Wheeler
    Accounting Dept
    http://www.alterascape.com/contact.php
    Office phone (407) 251-2053

  2. Individual seeking to remove equipment must:
    • Provide a government-issued picture ID
    • Must be one of Customer’s authorized contacts or data center representatives.  Authorized contacts and data center representatives may be changed by Customer by logging into Alterascape Support. Only a person listed      specifically with the title “Primary Contact” or “Authorized Contact” can authorize an individual’s access to the data center. If the person is not authorized in the Customer’s Profile, authorization, ask the person to send an e-mail from the email address in Customer’s file authorizing the person to gain access
    • Must sign in and out of the Data Center Access Log as directed by the NOC staff.
    • Comply with any other requests by Alterascape necessary or reasonable to maintain the security of the Data Center.
    • Complete and sign the Equipment Removal Form

                If Customer is Already in Data Center (No prior equipment removal notice)

  • The individual must Complete and sign the Equipment Removal Form

B.  Removal by Third Party. 

  1. Prior Notice Required. Before Alterascape will release equipment to a third-party, Customer must provide Alterascape with prior written notice. This notice must include the name of the third-party to whom the equipment should be released, the date such release of equipment is authorized and a list of the equipment to be released. No equipment will be released to a third party without Alterascape’s approval.
  2. Customer’s account must be current at the time of removal.  If not, Customer must contact accounting during regular business hours to clear its account:

    Michele Wheeler
    Accounting Dept
    http://www.alterascape.com/contact.php
    Office phone (407) 251-2053

  3. Individual removing the equipment:
    • Must sign in and out of the Data Center Access Log as directed by the NOC staff.
    • Complete and sign the Equipment Removal Form
    • Comply with any other requests by Alterascape necessary or reasonable to maintain the security of the Data Center