The first step in the service relationship is Onboarding. Onboarding includes the start-up activities necessary to ensure that the ongoing service meets your specific technical and customer-service requirements. This includes provisioning network connections, delivering power to your specific needs, and establishing communications processes. The onboarding process is led by the TPx team and with your engagement can be completed within 32 business days depending on availability.
It is our goal to deliver a frictionless customer experience for you during the onboarding process. As part of this you will be assigned a dedicated Managed Service Delivery Specialist. This individual will be a single point of contact to manage the onboarding process and coordinate the other TPx experts that are part of your onboarding team. In addition, TPx will create a “Runbook” that will house all important documentation regarding your service and systems. This Runbook will be maintained as your systems and/or service changes over time.
Onboarding deliverables
The first step in the service relationship is Onboarding. Onboarding includes the start-up activities necessary to ensure that the ongoing service meets your specific technical and customer-service requirements. This includes provisioning network connections, delivering power to your specific needs, and establishing communications processes. The onboarding process is led by the TPx team and with your engagement can be completed within 32 business days depending on availability.
It is our goal to deliver a frictionless customer experience for you during the onboarding process. As part of this you will be assigned a dedicated Managed Service Delivery Specialist. This individual will be a single point of contact to manage the onboarding process and coordinate the other TPx experts that are part of your onboarding team. In addition, TPx will create a “Runbook” that will house all important documentation regarding your service and systems. This Runbook will be maintained as your systems and/or service changes over time.
Service Onboarding includes the following major tasks/milestones:
- Engineering resource request
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- Your dedicated Managed Service Delivery Specialist will request and schedule an engineering resource to lead the technical onboarding process.
- Engineering will review order
- Welcome / Kickoff Call
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- Your dedicated Managed Service Delivery Specialist will schedule the initial welcome call.
- An overview of the provisioning process will be provided.
- Contracted services will be reviewed.
- General project timelines, activities, and responsibilities will be discussed and confirmed.
- A review of the information collected to date will be performed.
- The customer Runbook will be updated.
- Technical Call
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- Your dedicated Managed Services Delivery Specialist will schedule the technical call.
- Product/Service information will be confirmed
- Escalation contacts, maintenance windows, and procedures will be confirmed.
- The customer Runbook will be updated.
- Initial Configuration
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- Using information gathered from the Pre-Qualification Engine (PQE) and from the technical call, the TPx datacenter team will prepare the contracted space to meet the technical requirements of the customer as appropriate.
- Walk-through – Walk-through will be a step in the installation process to ensure customer has been delivered all services per their Service Agreement. The coordination owner of this step is the Project Coordinator and the Switch Technician will be responsible for the walk-through.
Installation Walk-through
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- Walk-through must be scheduled no less than 72 hours prior to CCDD
- PC responsible for coordination with Colocation Site Manager and Customer
- Walk-through assumes that all service requested is ready for turn-up
- During the Walk-Through, Site Manager/Switch Technician will be responsible for reviewing the provided products with the customer, delivering of keys/combination, badges to the customer as well as gaining signature on the Customer Acceptance document.
- Site Manager/Switch Technician will contact PC upon signature and send copy of Customer Acceptance document to PC
- PC will be responsible for Walk-Through document “Colocation Acceptance”
Disconnect Walk-through
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- Retention is responsible for coordination with Colocation Site Manager and Customer
- Walk-through assumes that all service installed and customer equipment will be vacated
- During the Walk-Through, Site Manager/Switch Technician will be responsible for reviewing the provided products with the customer and gaining keys from the customer.
- Site Manager/Switch Technician will contact retention upon customer release of space and keys.
- Support Handoff
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- Onboarding project completion will be confirmed.
- Managed Service Delivery Specialist will schedule a closing call.
- At this point the support relationship will be handed off from our Onboarding Team to our Datacenter Team.
Onboarding Timeline
Service Onboarding generally takes about 32 business days to complete and is contingent on customer and technical detail availability. Onboarding can be expedited as needed for an additional fee.
