Which colocation facilities do you cover for remote hands?+
We cover Equinix, Digital Realty, Interxion, NTT, Iron Mountain, Telehouse, Vantage, and STACK facilities in the EU and US, with named engineers enrolled on your tenant account per site. For a facility not on that list we onboard against the facility's own access and escort policy during the first week of the engagement, with the scope and access path written into the contract.
How does facility access and badging work?+
Each named engineer is enrolled on your colo tenant account at the facility, with badge, biometric, or escort procedures following the facility's own policy. Access scope, approver list, after-hours escort rules, and visitor logging flow into the engagement contract, not into ticket-by-ticket negotiation. For facilities that require a government-issued ID check and a background screen we complete that during onboarding, not on the first incident call.
What is the ticketing cadence and who sees what?+
Scheduled changes land in a shared change calendar with your NOC and relevant vendor TACs; emergency P1 work follows a separate on-call path with the same 15-minute median first-response. Every ticket carries the engineer name, the asset touched, the runbook step, the photo evidence, and the backout window. Your team sees the full ticket, the colo provider sees only what the facility access policy requires.
How is photo evidence of a change captured and retained?+
The runbook defines the photo checkpoints (pre-state, mid-change, post-state) for every recurring task. The on-site engineer captures the photos against the ticket, timestamped, with the asset serial and port visible. Photos are retained for the audit retention window written into the contract (typically 12 or 24 months) and surfaced in the monthly report.
What is your parts logistics and locker policy?+
We maintain a parts locker per site where the engagement volume justifies it, with serial-tracked spares inventoried in your DCIM. For out-of-locker parts we handle the RMA with the vendor directly (Dell, HPE, Lenovo, Supermicro, Cisco, Juniper, Arista, Schneider Electric, Vertiv, APC) and keep the parts-in-flight state in the ticket. No part leaves your cage without a return-material-authorization and no part enters without a receiving check.
How do cross-connect orders work?+
We own the end-to-end order: LOA generation, submission to the carrier or facility, cable pull or patch, port test, and update of your DCIM and the facility's portal. Status lives in the ticket, not in a separate email thread. Typical EU facility turnaround is 2 to 10 business days depending on the carrier; US turnaround is similar with some facilities faster.
How do you handle PDU and UPS swaps?+
PDU and UPS swaps run as scheduled changes with a written runbook: load profile check, failover validation (where redundant), rack-level power map, approver sign-off, backout plan. For single-cord devices the runbook requires a planned maintenance window; for dual-corded devices we run a one-leg-at-a-time pattern with electrical measurements captured against the ticket. Vertiv, Schneider Electric, and APC kit are in-scope by default.
How are firmware and BIOS update windows planned?+
Firmware and BIOS updates are grouped into monthly or quarterly windows per asset class, with the pre-check (current version, known issues, vendor advisory), the update step, the post-check (health, performance, log review), and the rollback path written into the runbook. For critical paths we stagger across racks and across sites so no single update window puts the whole footprint on an unproven version.
How is hardware RMA handled?+
We open the RMA with the vendor (Dell, HPE, Lenovo, Supermicro, Cisco, Juniper, Arista), track the return and replacement in the ticket, receive and test the replacement in the cage, and update the asset inventory with the new serial and firmware level. The failed part leaves the facility only after the vendor label is attached and the chain of custody is logged.
Which DCIM platforms do you integrate with?+
We integrate with Nlyte, Sunbird dcTrack, and Schneider EcoStruxure IT as the primary targets, and we can work against a client-hosted alternative when that is already in place. Inventory, asset ownership, port maps, and change state live in the DCIM of record; the ticketing system references the DCIM, not a parallel spreadsheet.
How does your work align with ISO 27001 and SOC 2 at the parent company?+
Deploris itself does not hold ISO 27001 or SOC 2 certification. We align our access controls, change-management records, photo evidence, and monthly reporting with the controls those frameworks require, so your parent-company auditor can reuse the artefacts we produce. The underlying facilities (Equinix, Digital Realty, Interxion, NTT) carry their own ISO 27001 and SOC 2 attestations, which we reference in the monthly report where it is relevant.
What happens at the end of an engagement if we move operations in-house or to another provider?+
The DCIM record, the runbook library, the ticket history, the photo evidence, and the asset inventory are yours from day one. On exit we run a written knowledge-transfer window of two to six weeks, hand over the access enrolments at each facility, and keep the engagement open on a lower support tier during the transition if that helps. No part of the operation lives in a Deploris black box.
