The promise of cloud is that it can be accessed online anywhere. The reality is that every cloud originates from physical hardware, somewhere. That somewhere could be in a small data closet in Mumbai, India. Or, it could be in a security-controlled, Tier III data center facility in Chicago, IL. It’s good to know where your clouds are being hosted. This helps to understand the SLAs you should expect from the facilities, the support team, and your provider overall.
It Starts With a Strong Foundation
OpenMetal data centers deliver strong infrastructure support and service levels that protect the operations, uptime, and performance of cloud services. While customers are not responsible for managing the physical hardware, understanding the underlying physical infrastructure that hosts our clouds can provide peace of mind.
OpenMetal uses world-class data center spaces that are owned and operated by our staff. This helps to avoid navigating through multiple hosting vendors, reducing time to resolve or address support or troubleshooting issues.
This also gives OpenMetal greater control over the quality of operations, enabling us to deliver stronger benefits to our customers that include:
- 24/7/365 emergency support
- Redundant routers, switches, and power infrastructure
- UPS and generator power backups
- Multiple upstream carriers and service providers
- 24/7/365 security and monitoring
- Monitoring and management of internal systems
- Strict change management policies
For complete list of OpenMetal facilities and specifications, visit our data center locations.
It’s Demonstrated By Great Service
OpenMetal’s personalized cloud support services help customers to build, deploy, and operate their OpenMetal Cloud Cores with the protection of the following data center facility service level agreements.
99.96% Power
Uptime
OpenMetal delivers 99.96% power uptime to keep your services running smoothly. This uptime refers to redundant hardware services related to hardware power or disk operations that impact cloud services.
The data centers that host OpenMetal Clouds have a long-standing reputation for consistently hitting this 99.96% power uptime guarantee – and even maintains a page where you can view real-time reports on network and server status for yourself.
99.96% Network
Uptime
OpenMetal delivers 99.96% network uptime to keep your services accessible. The data centers that host OpenMetal Clouds provide lightning-fast web hosting speed for its customers, offering you not only the most reliable network possible, but also the fastest.
- The East Coast server in Ashburn, Virginia includes two Tier 1 ISP’s via BGP, and it has a carrier-grade network core from Brocade.
- The West Coast server in Los Angeles is connected to four Tier 1 ISP’s with a carrier-grade network core from Arista.
- Network performance tests are frequently executed from 35 U.S. locations to ensure consistent high-speed connection.
30 Minute Support
Response Time
OpenMetal always puts customer service front and center because we know how important it is to our customers. That is why our support team is set up to take immediate action on any and all alerts received.
- Within 15 minutes of any alert notification, tickets will be assigned for review by our internal Tier 1 or Tier 2 support staff to begin identifying and resolving issues.
- If for any reason a ticket is not assigned ownership to a support team member within 15 minutes, that ticket will be immediately escalated to the Manager of DC Operations for resolution.
This process allows for our team to deliver a 30 minute (or less) support response time for customer tickets or support alerts to protect uptime and reliability.
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