The Recipe for Delivering a 100% Uptime SLA for Data Center Services

May 19, 2017 Jason Kiser - Vice President of Operations

100-uptime365 Data Centers’ services are backed by a 100% Uptime Service Level Agreement (SLA), which means we are financially committed to providing cooling and power for your equipment 24/7/365. We are proud that we have not had any customer impacting downtime in over ten years. In those years we’ve experienced Hurricane Sandy slamming into New York City, large-scale power outages across the east coast and other power-threatening events including tropical storms, tornados, hail storms, and blizzards.

Of course we have the necessary redundant systems including uninterrupted-power-supply (UPS) batteries and fuel-powered generators, but powering through disasters is much more than simple back-up equipment. While disasters are few and far between, we have the critical policies and testing procedures in place 52 weeks a year to ensure we are prepared for anything:

Data Center Policies and Procedures

All of 365 Data Centers’ facilities across the nation are certified compliant with HIPAA, PCI DSS, SSAE 16, SOC 2, and ISAE. The certification process to achieve compliance is rigorous and requires stringent adherence to policies and procedures that ensure the protection of customer data.

Contracts for Fuel

Fuel shortages are common with disasters that disrupt transportation, and thus our ability to run our data centers on alternative generator power for hours or days is dependent on a steady supply of fuel. For that reason, we have redundant contracts with fuel suppliers in every location that guarantee that deliveries to our data centers are prioritized 24/7 in the event of an emergency.

Maintenance of Data Center Systems and Equipment

A comprehensive data center maintenance program is critical to reducing the risks of downtime and is essential in ensuring key infrastructure components operate at peak performance. 365 Data Centers has a strict preventive and predictive maintenance program. Preventive maintenance maximizes equipment performance/life and can reduce unplanned downtime. Common examples are replacing batteries, changing air filters, and replacing aging components based on life cycle analysis. Predictive maintenance can prevent unexpected equipment failures by using statistical data to determine past and future maintenance trends of a piece of infrastructure. Common examples include oil analysis, vibration analysis and infrared testing.

Testing Data Center Systems and Equipment

There are numerous tests that are completed weekly, monthly, quarterly and annually to ensure that all systems are 100% ready for the unanticipated outage. Part of this testing regimen includes an annual test in which power is cut to the data center. You heard it right, we actually shut down the power to simulate an outage and allow our UPS batteries and generators to kick in and take over. The usual peace and quiet of the data center is disrupted with the sound of alarms and alerts going off – as they should. These tests give our staff the ability to practice our procedures in a safe environment to prepare for times when disasters put our systems, and our team, to the test.

Experienced Team Members

In the event of an emergency, you’ll want to have team members who know the data center equipment, systems and procedures like family members. This is the type of experience that comes with years of working with the same data center provider. The average tenure for 365 Data Center operations staff is 12 years.

Our 100% Uptime SLAs provide credits for any downtime caused by lack of power which impacts your systems. The good news is we have never paid out any credits in over a decade. The better news is our customers can rest easy knowing their equipment at 365 is up and running.