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Colocation Services: Has Your Provider Completed the SSAE 16 Audit?

May 15th, 2012

When it comes to selecting a colocation services provider, the SSAE 16 audit provides customers the peace of mind to know the proper internal controls are in place. Replacing the SAS 70 audit standard, the Statement on Standards for Attestation Engagements (SSAE) No. 16 is issued by the American Institute of Certified Public Accountants (AICPA).

The SSAE 16 standard is considered a more rigorous and in-depth audit compared to SAS 70. It represents a colocation services provider delivers a reliable and secure operating environment. In addition, the provider has the proper controls in place to assure a high-availability data center operation with quality services.

When beginning the SSAE 16 audit, a colocation services provider develops a full description of its systems, technical design, operational processes and safety controls at its data center locations. An auditing firm reviews the SSAE 16 document and examines the provider’s internal operations. If the auditor confirms the provider’s statements, it will provide a stamp of approval and an opinion letter stating it agrees with the controls and processes the provider follows.

What Changed from SAS 70 to SSAE 16?

The new SSAE 16 standard was established in June 15, 2011. Any audits after this time must conform to SSAE 16 requirements.

The main difference in the two standards involves the management attestation. In other words, the SSAE 16 assessment requires a colocation services provider’s management attest in writing to the accurate presentation and design of the internal controls. In the SAS 70 standard, the provider’s management did not have to provide any attestations.

What’s the Difference between Type I and Type II?

Just like the SAS 70 audit, the SSAE 16 report has two types. A colocation services provider can either have an SSAE 16 Type I or Type II designation. Both designations rely on the description of internal controls.

Type I determines whether a colocation services provider accurately and completely describes its internal controls. In addition, these controls must be designed in a way to meet the provider’s stated objectives. The auditing firm evaluates these controls are in place at a certain point in time.

Type II audits are the same as Type I, but more extensive. The auditing firm will actually test the internal controls over a designated period of time. The Type II audit is more stringent and requires more effort for colocation services providers.

Why is the SSAE 16 Audit Important?

If a colocation services provider serves public companies registered with the SEC, it will most likely need to produce an SSAE 16 auditor’s report. Customers of service providers will be provided a copy of the SSAE 16 assessment report during the evaluation and selection process.

A customer company must be able to exercise control over its financial reporting. And, by law, officers of the company must attest to the accuracy of its financial statements. If some of its services are outsourced to a colocation provider, the company must have assurances the proper internal controls are in place so its financial reporting is accurate.

If the SSAE at assessments were not available, a customer company would have to audit a colocation provider’s controls on its own. This option is unlikely to happen because of the time and cost involved. Or, it would have to attest to unknown controls in its financial reporting.

Because no publicly-traded company wants to audit every service provider it does business with, or admit on record to having inadequate controls, the SSAE 16 audit becomes a necessity. It’s also in the best interest of the colocation provider so it doesn’t have to undergo numerous intrusive audits from its customers.

The SSAE 16 assessment is designed to streamline the auditing and reporting processes for public companies using outsourced colocation services. By undertaking its own SSAE 16 assessment, a services provider can produce an auditor’s report to its customers upon request. Because the report is reviewed, evaluated and approved by an independent auditor, customers can rely on the quality of the internal controls in place without having to verify them on their own.

Tags: Colocation Services, CoreLink Data Centers
Posted in Colocation Provider | No Comments »

Healthcare IT Management: The Two “Must Haves” for Delivering the Right Data Center Solution

April 24th, 2012

Because of the need for critical medical data, healthcare IT management is one of the most demanding functions for data center providers. In the healthcare world, life and death decisions require ongoing access to data in systems such as Electronic Medical Records (EMRs) and Picture Archiving and Communications Systems (PACS) .There’s no room for systems downtime, security breaches or other mishaps causing unavailable medical information.

In addition to the foremost priority of supporting quality patient care, a healthcare IT environment must also meet strict regulatory requirements. Conforming to regulatory standards contributes to proper care and helps healthcare organizations avoid massive financial penalties and lost patient goodwill.

To help healthcare organizations deliver the best patient care possible and conform to stringent regulatory requirements, healthcare IT solution providers need to provide the highest levels in two areas: continuous uptime and steadfast security.

Continuous Systems Availability

Providing 100 percent uptime of the healthcare IT environment is not just nice to have; it’s a critical requirement. A solution provider needs to have various safeguards in place to accommodate a wide variety of issues. Examples include equipment failures, power outages, facility issues and natural disasters.

A basic requirement for an always-on environment is built-in redundancy. All operating systems within healthcare IT should have backup systems to accommodate an outage. Even the facility’s power and cooling systems must have redundancy built-in to avoid system downtime.In addition, using secondary locations can help ensure constant availability.

But how does a healthcare provider know their data center environment will always be available? The Service Level Agreement (SLA) a healthcare IT service provider offers will spell-out the terms of availability. The SLA will outline the level of guaranteed uptime, which should be 100 percent. It will also specify each data center component and the measures taken to ensure no downtime.

Physical and Network Security

Equally important to availability of the healthcare IT environment is security. Regulations such as the Health Insurance and Portability Accountability Act (HIPAA) require all Protected Health Information (PHI) be safeguarded.

Any breaches to PHI can negatively impact patient care. And, security issues can cost a healthcare organization millions of dollars in lost business and government-imposed penalties.

The security of a healthcare environment should be addressed at the physical and network levels. Physical security requires procedures and controls to protect data and equipment. An SSAE 16 audit from an independent CPA firm will confirm these safeguards are operating as expected.

Up to five levels of physical and electronic systems should be working within a healthcare IT environment. Examples of these systems include 24/7 monitoring using closed circuit televisions, onsite security staff, biometrics security systems and military-grade access. Alarms and sensors must also be incorporated to notify police and fire departments of emergencies.

With regards to network security, a data center environment must be protected from viruses, hackers, human error, malicious acts or other events putting patient data at risk. Healthcare organizations need to rely on their network for patient care, efficient operations and staff productivity.

Important elements for the highest levels of network security include managed firewall services, managed intrusion detection and prevention, managed virtual private network services and PCI compliance. These services can protect data and servers from cyber attacks and reduce the risks of breaches.

In addition, healthcare organizations need to carefully evaluate how they backup their data. Managed data solutions, such as physical or virtual data storage, can help safeguard electronic medical records and other critical healthcare information.

Healthcare IT management is a serious matter. Solutions must be designed to meet the stringent availability and security requirements. Using a data center services provider can allow healthcare managers to outsource to experts who have specialized experience protecting medical data and IT environments. In addition to the peace of mind from knowing IT operations are safeguarded, healthcare staff can focus on core business initiatives and patient care.

Tags: CoreLink Data Centers, heathcare it
Posted in Healthcare IT Solutions | No Comments »

Colocation Provider: Top Considerations for Facilities, Networks and Services

April 20th, 2012

Selecting a colocation provider is a challenging and critical decision. Just like any other decision impacting business operations, careful consideration and time is needed to find the right partner. Taking a formalized and detailed approach to this decision can make the selection process go smoother.

The first caveat in choosing a colocation provider is not to take any short-cuts during the evaluation process. Although it may seem easiest to rely on a recommendation from a peer, it’s important to resist any decision not fully analyzed in an objective manner.

When the decision is finally made, companies often have peace of mind knowing they did everything they could to select the best colocation provider for their requirements. The following represents the starting points for a comprehensive analysis.

The Facilities

The facilities of the colocation provider must be equipped to withstand any system or equipment outages. Power and cooling systems must be technologically advanced with environmental controls must be in place. Redundancy of all systems needs to be built-in. And, everything needs to be monitored around-the-clock by on-site experts.

The Network

When considering a colocation provider, the network is a major piece of the puzzle. Companies need to know the network will be continuously available and operate at the necessary performance levels. If either of these features are lacking, a company’s business operations will be negatively impacted. And, the service to its own customers could take a major hit.

The Services

A colocation provider with multiple data center locations is best positioned to customize a solution to a company’s specific requirements. Important characteristics such as flexibility, scalability and security are important considerations. Colocation solutions should be available in a wide range of configurations. And, they should be easily adaptable to changing business needs.

Colocation services should be designed for the most demanding IT environments. Multiple layers of security, including biometrics and video surveillance, need to be integrated in a provider’s solution. Fully redundant power available 24/7 is a non-negotiable requirement for all businesses. Plus, experts should be on staff around-the-clock to assist companies whenever needed.

Environment controls must be proven and advanced. Features like high density power handling, N+1 cooling, and powerful computer room air conditioner (CRAC) units are critical environmental components of a colocation solution.

And, backup features should be sophisticated enough to handle every business need. For example, a colocation provider should offer extensive uninterruptible power systems and on-site diesel generators.

Finally, a provider should offer a customized solution for each company regardless of size or budget. The contract should spell out the details of the solution and how it will be tailored to meet business requirements. Agreements should also identify service levels and how the solution will adapt to changing needs.

The Colocation Provider

Given the popularity of colocation services, finding the best suited provider can be time and labor intensive. Once companies evaluate the facilities, network and services, they need to look carefully into the provider’s background.

For example, it’s critical to evaluate a provider’s financial condition. Entering into an agreement with a provider deeply in debt can put a company in jeopardy. Excessive and growing debt levels can spell bankruptcy down the road. At a minimum, debt can affect the provider’s service levels.

It’s also important to focus on colocation providers who have been around for awhile. Service providers with established track records are less likely to go away any time soon. Checking the provider’s stability and profitability can go a long way to reducing this risk and delivering the required level of services.

Tags: Colocation Provider, CoreLink Data Centers
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HIPAA Security Compliant Data Center: Top Four Requirements for Service Providers

March 28th, 2012

When it comes to maintaining a HIPAA security compliant data center, healthcare organizations have to choose between keeping IT functions in-house and outsourcing to a services provider. They also must ensure new technologies, such as cloud computing, and all outsourced services comply with HIPAA regulations.

The first order of business is to decide if outsourcing is a good fit. Today, there is a significant trend occurring of healthcare organizations migrating to an outsourcing strategy. By outsourcing data center functions, healthcare organizations can reduce costs, access high-end expertise and better focus on their core business.

When the case has been made to outsource, the next decision involves selecting the right data center services provider. Health care organizations must make sure the provider has the technical qualifications and fits well culturally, but also require the vendor have a HIPAA security compliant data center.

HIPAA is the acronym for the “Health Insurance Portability and Accountability Act of 1996.” HIPAA was created to protect the privacy and security of patient’s health information. The security section of the rule provides specific guidelines for administrative, technical and physical safeguards recommended for securing electronic protected health information (ePHI). The data center must meet the requirements of the HIPAA Security rule if it is hosting ePHI. This following section dictates how IT operations and data centers must conduct business.

Primarily, to HIPAA security compliance a data center must have the proper security mechanisms and access protocols in place. HIPAA security compliant data centers must go to great lengths to ensure the highest levels of conformance. Non-compliance can result not only in significant monetary penalties but in bad publicity as well. New HIPAA requirements mandate public reporting of data breaches.

The following guidelines can help ensure healthcare organizations are enlisting the services of a HIPAA security compliant data center:

Established and Proven Processes
It’s not enough to have a solid security program in place. All policies and processes must address and conform to the HIPAA security rule administrative, technical and physical safeguards. A HIPAA security compliant data center needs to take every measure to protect the infrastructure containing ePHI. The guidelines are stringent and the cost of non-compliance extremely high.
Proper Security Controls
A HIPAA security compliant data center should demonstrate the controls they have in place for processes such as physical access to facilities and management of all data. Access to data center facilities should be restricted and granted only through strict identification measures.

Data must be protected at all times. When in transit, data center managers must use the most advanced encryption technologies. All data, including backups, needs to be accounted for at all times.

Another important consideration point for healthcare organizations is the location of their data when using an outsourced data center. It’s critical to know where the data will reside at all times. For disaster recovery protection it is also important to have the data reside in low risk areas.

24/7 Monitoring
HIPAA security compliant data centers require round-the-clock monitoring to prevent threats. A network operations center, or NOC, needs to be staffed by highly trained experts who know what to look for and how to address any suspicious activity before it becomes a full-blown attack or breach.

It’s also important for healthcare organizations to get real-time data regarding monitoring of their environment. An advanced system will monitor the data center for any change in status, including all electrical and mechanical functions and environmental conditions. Processes should be in place to deal with any and all issues.

HIPAA Security Trained Personnel
To ensure conformance, healthcare organizations must select a HIPAA security compliant data center staffed with experts who know how to service healthcare organizations and have a proven track record. An intimate knowledge of HIPAA requirements is required to avoid costly breaches. The data center provider must ensure everyone within its organization attends periodic training on HIPAA security and is well versed in all processes and requirements to support HIPAA compliance.

Tags: CoreLink Data Centers, HIPAA compliant data center
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Data Backup Services: Big Challenges for Companies Using Tape Backups

March 17th, 2012

Data backup services are necessary to avoid losing critical business data. However, certain methods are better than others in terms of performance, benefits and limitations. As the initial and most popular backup method, tape has been used by businesses for many years.

In the past, IT managers felt good about having their data in a medium they could carry around with them. So using tape for backup and disaster recovery became a widely accepted business practice.

Although many companies still use tape data backup services, better options exist. The limitations and servers platform compatibilities with tape when compared to newer technologies have caused companies to re-evaluate the methods they use to backup business data.

Depending on the amount of data, making tape backups can be a long, manual process. And, protecting and storing the tapes is tedious at best. For example, once a tape is backed up and extracted, it must be physically transported to a remote location for storage.

When tapes are transported in this manner, the risks greatly increase. Tapes can be lost or stolen in transit. And, tape backup media is more vulnerable to natural disasters. When a tape is gone or physically damaged, the company has no recourse for restoring data.

If companies want to recover any backed up data, someone needs to return to the warehouse where the tapes are stored, find the needed tape(s), return to the office and begin to restore the data. Data backup services using tape becomes very labor and time intensive. And recovering tape data has a reputation for being unreliable.

Because tape backup has been around for so long, it’s often used with legacy technology. As companies migrate to more advanced systems, tape backup may become incompatible.

The Disk Advantage for Data Backup Services

By far, the better choice is disk backup. It’s fast, efficient and can be completely automated. Working with today’s advanced technologies, disk backup can be done locally or remotely. Data is compressed to save storage space and it’s encrypted to ensure security.

Disk backup provides an instant, anytime and anywhere access. It can be stored in electronic “vaults” and be replicated across multiple locations.

How Data Backup Services Work

Disk Backup does not require expensive backup software for each platform. And, it’s compatible with virtually all existing platforms. The central control system can be installed on a laptop, workstation or be web-based.

A good data backup system will have a “central control” and “agent” configuration. Using a centralized management console, an administrator has complete control over the data backup and recovery processes.

Given this configuration, disk backup provides an excellent solution for multi-location companies. The backup administrator can perform backup remotely utilizing a central control application. The best services will provide an easy-to-use GUI for customization of policies and schedules.

The agents are installed on each client system to be protected. The system executes backups on these systems. During the backup process, the system compresses, encrypts and pushes backed up data to the “vault” location.

The backup vault is installed on a Windows® based server. It stores, manages and monitors the backups. In addition, the backup vault processes, catalogs and indexes changed blocks.

When designing data backup services, a company should have the backup vault located at an offsite data center and a remote client site. This configuration best protects company data against security and disaster threats.

Tags: CoreLink Data Centers, data backup services
Posted in Data Center Disaster Recovery | No Comments »

5 Must Have Requirements for Evaluating Data Center Service Providers

February 29th, 2012

When evaluating data center service providers, businesses need to begin with the basics. First, companies should select a provider with specific industry experience and a thorough understanding of the relative business processes. Next, a proven track record endorsed by objective third-parties becomes part of the initial evaluation. And, finally, the provider should demonstrate an ability to communicate clearly and indicate a strong desire for the business.

But, these criteria are only a starting point during the selection process for data center service providers. After the basics, companies need to decide which provider is the best fit for their particular corporate culture.

To avoid having a data center service provider relationship turn dysfunctional, companies need to pay particular attention to the following characteristics during the sales process:

Does the data center service provider show interest in solving the company’s problems? If a provider is more interested in selling rather than listening about specific issues, a business may not be finding the best match.

Every company is different. So, providers must take the time to learn the intricacies of a company’s operations. A one-size-fits-all solution rarely works in a data center solution. And what works for one company may not work for another, even if they’re in the same industry.

Does the data center service provider allow a potential customer to participate in the sales process and listen intently to input? If providers spend meeting time talking and presenting rather than engaging, they probably won’t know how to best provide an innovative solution. Providers will likely be on their best behavior during the selection process. So, if listening is an issue from the start, companies may not get the proper focus and results once the contract is signed.

Is the data center service provider making the sales process more complex than it needs to be? Providers should be able to define their solutions in straightforward terms. Overcomplicating the issues may mean the provider doesn’t understand a company’s issues or requirements. For example, if providers propose a bunch of add-ons, they may be trying to broaden the scope of the contract or they misunderstand the company’s needs.

Is the data center service provider geographically close to the company? When it comes to decision-making for IT operations, companies should select a provider for their primary data center in a location closer rather than farther away. Businesses need to carefully analyze off-shore relationships. In general, the farther away decision-making moves from a company, the more complex and time-consuming it becomes.

Most, if not all, IT managers would prefer not to have middle-of-the-night conversations with a provider located several time zones away. Solutions need to be implemented as quickly as possible to ensure the highest performance levels.

How does the data center service provider approach the relationship? Is the provider’s mindset one of arrogance or service? A partnership is desirable on many levels. But, service providers must not lose sight of the fact they are in the relationship to serve the customer.

After evaluating data center service providers on basic qualifications, companies need to focus on each provider’s behavior during the sales process. Any red flag must be carefully evaluated to avoid making the wrong decision. By paying attention to the few criteria listed above, businesses can increase their chances of entering into a beneficial relationship.

Even if a provider’s expertise, experience and capabilities may seem better than any other candidate’s, they must be evaluated on whether they are a good match culturally with a particular company. The best provider will be compatible with a company’s culture, be accessible when needed and be interested in serving the company with straightforward solutions.

Tags: CoreLink Data Centers, Data Center Service
Posted in Data Center Services | No Comments »

Chicago Data Center: Moving Operations Off-Site to Improve IT Readiness

February 16th, 2012

Many Chicago data center operators deal with peaks in demand for IT services. And, adjusting to these changing needs can often prove difficult. To prepare for fluctuating demands and ensure a constant state of readiness, companies have had to re-think their IT operations. A common outcome from this analysis involves moving data center operations off-site to a third-party provider.

Typical goals of using a data center provider are to increase reliability, offer more services and improve cost efficiencies. Companies should consider moving to a Tier-2 or higher facility to benefit from advanced IT capabilities. With the right Chicago data center, IT managers can scale operations as needed, configure resources appropriately and access the right bandwidth connections.

To help make the right move, companies need to follow some basic guidelines. Prior to enlisting a Chicago data center, IT managers should carefully weigh available alternatives. Then, when a solution is selected, they need to let go of the outsourced portion of IT operations and turn their focus to more strategic initiatives.

Analyze and Compare Technology Alternatives

Moving some or all of its IT operations off-site requires a huge amount of forethought. The transition often includes more than just the existing infrastructure. A Chicago data center can offer additional capabilities and benefits previously unavailable to a company.

For example, a company may believe outsourcing is the perfect time to venture into cloud and virtualization technologies. Virtualizing, for example, can shrink the IT footprint and improve cost efficiencies. Future capital expenses can be avoided by eliminating hardware. In addition, total cost of ownership can be improved by leverage new technologies.

Let IT Responsibilities Go

Many companies realize the best way to run a Chicago data center is not to operate one in-house. In fact, several organizations find running internal data center functions does not add value. Instead, third-party providers can offer additional options such as disaster recovery, data backup, managed security and monitoring, to name a few.

In addition to capitalizing on additional services, one of the biggest advantages to outsourcing is scalability. In other words, companies can expand IT capabilities quickly and easily without huge investments in technology. Conversely, if organizations need to scale back, they can do so without letting resources become idle. Chicago data centers are well equipped to meet fluctuating demands.

Companies can use several delivery models for IT applications. The flexibility as a result of outsourcing data center services allows organizations to move platforms entirely off-site or evolve the migration over future time frames. Many applications are delivered to users more cost-effectively as part of an outsourced solution.

Another major benefit of outsourcing operations to a Chicago data center is 24/7 support. Companies won’t have to staff help desks and provide support to employees. Instead, the outsourcing provider can manage the day-to-day IT functions, including support and troubleshooting. The company’s IT staff can then focus on more strategic issues in support of company goals.

Outsourcing all, or part, of a company’s IT operations to a Chicago data center can have a major impact on a company’s IT readiness. Not only will IT operations have the potential to reach new levels of performance, but the associated cost savings can become substantial.

Tags: Chicago Data Center, CoreLink Data Centers
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Network Monitoring: How to Strategically Watch for Problems 24/7

February 9th, 2012

Network monitoring involves guarding complex environments to minimize problems, optimize data flow and enhance network and system access. This critical IT function reduces costs associated with network performance, employee productivity and infrastructure investments. For example, monitoring can help resolve slow webpage functions, lost e-mails, suspicious user activity, file overloads, crashed servers and unstable network connections.

Network monitoring should be distinguished from intrusion detection or prevention. These latter systems monitor network security and detect activity from unauthorized users. Conversely, network monitoring identifies how well a network is running during the course of routine operations.

All types of networks can be monitored, including wireless, wired, corporate LANs, VPS or a service provider’s WAN. In addition, multiple and varied devices using the network can be monitored, such as smart phones, servers, routers, switches and more. The results of network monitoring can help businesses identify specific activities and establish performance metrics. As a result, companies are better positioned to comply with regulations and gain visibility into their network operations.

Important Considerations for Network Monitoring

The first step in a monitoring program is to decide what exactly the business will monitor. IT managers should examine the corporate network topology map and update it as necessary. The map should identify the different networks to be monitored, along with which servers are running what applications and operating systems. It should also show how many desktops exist and what remote devices require network access.

Some companies make the mistake of assuming all is good as long as the network is up and running. However, monitoring is required to maintain overall network health. IT managers need to ensure the network is available and performing at the highest levels.

In network monitoring, IT professionals need to combine experience, judgment and technology to establish and maintain optimum levels of system performance. A company must be able to look for warning signs and track data moving along cables and through servers, switches, routers and connections.

Companies depend on real-time information to conduct business. Any blip along the way can hinder or cripple operations. If information stops flowing, a company can lose customers and revenue. Therefore, the importance of network monitoring to protect company information cannot be over-stated.

The Need for Monitoring Around the Clock

Given the critical nature of monitoring, companies cannot rely on periodic performance snapshots. Nor can they become reactive and only respond when a network issue arises. Instead, a company must monitor its networks 24 hours a day, 365 days a year.

Outsourcing data center functions, including network monitoring, is a viable strategy for many companies. Often businesses don’t have the staffing or technology resources to effectively monitor networks around the clock.

IT managers can make a good case to company executives for outsourced monitoring. After outlining the costs of poor network performance, IT managers can easily justify monitoring solutions, along with any necessary network upgrades and expansions. These efforts play a big role in supporting corporate goals.

Network monitoring is a crucial part of business and IT operations. As IT infrastructures become more complex and mobile, monitoring will become increasing important and required. Without it, managers may not know if a given device, service, application or system is meeting appropriate performance levels. Or worse, the company’s IT resources can become unavailable and bring business operations to a screeching halt.

Tags: CoreLink Data Centers, Network Monitoring
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9 Critical Factors Not to Overlook when Selecting a Data Center Hosting Provider

February 3rd, 2012

Data center hosting solutions come in a variety of service levels. At one end of the spectrum are colocation providers, who typically supply data center floor space, ISP access, basic monitoring and power. Managed hosting providers are at the opposite end and provide comprehensive IT solutions. And, a wide range of solutions exist in between.

Further complicating the data center selection process is the difference in terminology used throughout the industry. The only way a company can compare different data center hosting solutions is to request specific lists of services from prospective providers.

During the evaluation process, companies need to pay attention to the following often overlooked factors:

Facility Location. When considering a data center hosting solution, companies need to make sure a prospective facility is not located in a geographic area prone to natural disasters. Flooding, hurricanes, earthquakes, tornadoes and more can have devastating effects on data center operations.

Facilities should also be far enough away from major highways and railroads to reduce evacuation risks from toxic spills. In addition, companies may want to avoid data center locations near hazardous production facilities and airplane flight paths.

Communications Infrastructure. When evaluating data center hosting facilities, companies need to consider access to multiple ISPs. In addition, cabling should enter the facility from different points to reduce outage risks from construction accidents and technical failures.

Power Capability. Data center hosting facilities should have power supplied from multiple feeds from different substations. If a backup generator goes offline for maintenance, the facility should remain operational. And, the data center should have enough capacity to manage future growth.

Companies should also verify the load at each rack or cabinet. It’s also important to request an outage history, the process for monitoring power disruptions and an equipment testing schedule. Also, businesses need to know how quickly generators will come on line in the event of an outage and how long UPS batteries can last.

Cooling Capability. Prospective data center hosting customers need to tour a data center and listen to the computer room air conditioning units. Excessive noise from these units may indicate a maintenance issue. Also, no water should be visible from condensation or leaks.

Security. Data centers requires around-the-clock security. The facility must be designed to reduce unauthorized access and have processes in place to protect customer data. Examples of basic security measures include sophisticated electronic ID access and video surveillance equipment.

Fire Protection. Smoke and heat detectors are basic requirements for data centers. Additional capabilities include technology to show the location of the fire. Systems using gases to suffocate a fire by displacing oxygen are less damaging than water solutions. However, larger fires may only respond to water-based systems.

Network Monitoring. Data center hosting requires continuous monitoring for equipment failures. Because monitoring frequency varies by provider, companies must ask about specific processes. In addition, companies need to determine the type of network monitoring provided.

For example, “ping” tests only check basic connectivity and server response. The facility also needs to track CPU, memory, error and data throughput rates.

Data Backup. What the data center hosting facility uses for data backup may be different from what a company uses. Therefore, businesses need to work with their provider on issues involved in restoring historical data. Either the same backup software and media needs to be used or an investment may be required in third-party data conversion services.

Support. Probably the most critical aspect of the service provider relationship, customer support can have a profound impact on company operations. Businesses need to know the parameters of the support offered, as well as the escalation procedures for problems. A company needs to become well versed in the provider’s formal documentation and problem resolution processes.

Whatever service levels a company requires should be spelled out in the data center hosting agreement. All expectations should be quantified and documented to promote a healthy and mutually-beneficial partnership for the long-term.

Tags: CoreLink Data Centers, Data Center Hosting
Posted in Data Center Service Providers | No Comments »

Seattle Data Center: The Importance of Service Level Agreements

January 28th, 2012

Service Level Agreements (SLAs) are essential for any Seattle data center contract. The SLA identifies expectations for service type and quality. It also provides remedies for when these expectations are not met.

By describing the service levels expected by the Seattle data center customer, the SLA also identifies the metrics used to measure the service delivery. And, if the agreed upon levels are not maintained, the SLA will outline the specific penalties and remedies assessed should the agreed upon levels not be maintained.

Is a 100% SLA Good Enough?

When evaluating Seattle data centers, companies will find SLAs guaranteeing system availability. Many will promise network availability of 100% percent. Although this figure sounds extremely good, businesses must translate any number into reality to see if it is acceptable for their operations. Therefore, companies must be careful not to assume anything less than 100 percent guaranteed availability is acceptable.

A typical SLA will allow companies to reduce their payments to a Seattle data center should guaranteed performance levels not be achieved. The service provider might use a sliding scale to compensate customers based on the severity of the breach.

Why Companies Need SLAs

When using a Seattle data center, the SLA will consolidate all relative information into one document. All services will be outlined along with the agreed-upon reliability expectations. Metrics and responsibilities should be clearly stated so misinterpretation is unlikely. In essence, the SLA ensures both parties have a solid understanding of requirements.

Without an SLA, a company is putting itself in a risky position. Without a comprehensive and written document of services, expectations, metrics and remedies, both parties are subject to deliberate or inadvertent misinterpretation. The SLA provides the necessary protection for Seattle data centers and business customer.

Who Develops the SLA?

Most Seattle data center providers will have standard SLAs. They may offer different versions depending on service levels and pricing. These standard SLAs are a starting point for businesses to negotiate a final agreement. A company should involve legal counsel in the development of the SLA to ensure adequate protection.

Key Components of the SLA

As mentioned SLAs for Seattle data centers should include a description of services, expected service levels, metrics to measure service performance levels, responsibilities for each party and penalties for breaches.

Careful consideration must go into drafting the final SLA to promote good relationships and reduce the likelihood of conflict. For example, problems developing as a result of one party not fulfilling a requirement should not be rewarded. If a customer doesn’t provide necessary information to the Seattle data center and a breach results, the service provider should not have to incur a penalty.

Basically, the SLAs should include a services and management area. Services include the following:

A specific list of services to be performed
Excluded services
Conditions of service availability
Service standards
Responsibilities
Escalation procedures
Cost and service trade-offs

Management elements should include:

Measurement standards and methods
Reporting processes outlining contents and frequency
Dispute resolution process
Indemnification clause (this protects the customer from third-party litigation resulting from service level breaches)

Although the above items are critical for an effective SLA, a mechanism must be developed and included for updating the agreement over time. A company may require different services as their business evolves. Or, a data center provider’s capabilities can change. Therefore, processes must be in place to keep the SLA up-to-date.

Tags: CoreLink Data Centers, Seattle data center
Posted in Seattle Data Center | No Comments »

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