Access
Our facilities are open 24 hours a day, 7 days a week, 365 days a year. 

  • Access to the data center floor requires appropriate Access Permissions 

  • The account signatory is responsible for managing and delegating the Access list. 

    • The Access list is managed by visiting https://portal.datacate.net

    • Please allow 1 business day for physical permission changes

    • In limited emergency based circumstances this can be expedited by opening a support request

For users who are qualified for unescorted access, badging and biometric enrollment is available by appointment during business hours by submitting a ticket to [email protected].

Support

All requests start with a ticket. Tickets are monitored 24 hours a day, 365 days a year. General response times are depicted in the following chart:


Business Hours*

Non-Business Hours

Priority

Target Response

Target Resolution

Target Response

Target Resolution

Urgent

<30 minutes

<6 hours

<2 hours

<8 hours

High

<1 hour

<24 hours

<4 hours

<24 hours

Medium

<2 hours

<48 hours

<4 hours

<48 hours

Low

<4 hours

<72 hours

<4 hours

<72 hours

*Business hours are defined as M-F 8A-4P Excluding State and Federal Holidays

Escalation Procedures

If you have contacted support and have not received a response after 4 hours, please contact your account representative, or call us at 916-526-0737 and select Option 2, then Option 4 to reach our onsite technicians.

Status Blog

To check if there are any upcoming maintenance windows or if there are any unexpected outages you can navigate to status.datacate.net and login to see events at any of our facilities.