Digital Realty Customer Service

Data Center Solutions

Customer Service

At Digital Realty we know that it is easy for companies to say that they provide excellent customer service. Empty claims and promises mean nothing when you have a critical datacenter issue. We realize that in selecting Digital Realty as your datacenter provider you have placed your faith in our ability to respond to your needs quickly and successfully. We do not take this responsibility lightly. Our commitment to our customers is best expressed by the tenets that our customer service organization has been built upon:

Digital Realty Connection
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Customer Portal

We do what we say — Our word is our bond. You can always count on us to follow through on our commitments.

Actions are completed on time — Your datacenter operations depend on our ability to complete activities on time. Our goal is to complete them ahead of schedule.

We are responsible — Good intentions are nothing without results. As our customer we are responsible for ensuring your satisfaction through our performance.

We communicate — Your mission critical operations can't afford surprises. We are committed to communicating with you clearly and regularly.

Satisfaction builds loyalty — We view each customer as a long term partner. Maintaining your loyalty demands that we continue to garner your satisfaction by exceeding your support expectations.

Continuous improvement — We hear you and strive to make improvements to our processes each and every day.

The Connection

The Window to Data Center Management

Digital Realty Critical Facilities Management Diagram

"Your Most Important Management Tool"

The level of uptime delivered by your data center is the most important of all metrics. Internal temperatures, PUE and any other measurements that you may use to monitor your data center operations don’t mean a thing if it’s not working. To enable you to proactively guard against data center failures Digital Realty has developed its customer service and monitoring portal—The Connection.

The Window to Your Operations

A standard component of Digital Realty’s Turn-Key Datacenter^® product package and available as an option for Powered Base Building^® customers, the Connection is a bi-directional customer service portal that allows you to communicate directly with your Digital Realty customer service representative to not only report maintenance requirements or make inquiries but to track their progress through to their resolution as well. The portal also serves as the access point for Digital Realty’s Critical Facilities Management^® software system which enables operators to monitor and control critical system components.

A Flexible Platform

Through the Connection users possess a wealth of capability at their fingertips. Access to important documents and archives of past events are available in the Connection’s archive area and the system enables multi-data center customers to manage all of their Digital Realty facilities from a central location. The distributed capabilities of the portal also enable local users to access the system from their individual sites via the Connection’s password protected interface.

Unique Capability

The Connection has been developed by Digital Realty to offer our customers capabilities that aren’t available from competitors or Do it Yourself solutions. Through the Connection you can proactively monitor and control your data center operations to ensure that you're able to maintain your most important metric.

Digital Realty Connection
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