100%
of customers are satisfied or very satisfied with the quality of work performed by site personnel
99%
of customers are satisfied or very satisfied with Switch and Data's overall value/"worth what paid for
100%
of customers are likely to recommend Switch and Data to others
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Sales
- Account managers are your primary contact for all your commercial needs
- Customer Solutions Engineers (CSEs) expertly engineer your space, power, cooling and interconnection
Installation and Support
- Sales support teams manage and track your installations and service orders
- Customer service support center provides 24/7 coverage for your maintenance and trouble ticket requirements
Site Security and Support
- Site technicians install and troubleshoot your solution, provision power and interconnection
- Security operations center is your 24/7 interface for security and building access
Switch and Data has developed a sophisticated operations system with central command and control of standard processes and procedures for physical security, environmental security, and operations and controls across the company. Switch and Data's standard procedures were certified SAS 70 compliant in 2006 and give customers maximum uptime, performance and security. Switch and Data provides a standard 99.999% service level agreement for facility uptime.
Metrics for our 2008 processes and procedures were:
Security
- 24/7 monitoring of more than 1,100 cameras in our sites
Environmental Controls
- 24/7 monitoring of more than 3,700 alarm points in our sites
Maintenance and Testing
- Over 2,000 scheduled maintenance actions were completed for our UPS, generator, power distribution, DC plant, cooling, and fire suppression equipment in 2009
Customer Installs and Work Orders
- More than 6,000 customer installs, work orders and trouble tickets tracked and completed in 2009
- Over 24,000 TechSmart® remote technical support requests received and tracked in 2009
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