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How to request and revoke facility access (MEL, TMR)

How to request and revoke facility access (MEL, TMR)

Overview
This document outlines how colocating clients request access cards for regular access and one-time visitor badges for entry into the Nexcess Southfield facilities.

Procedures

Only users assigned the Superuser role through the Client Portal can request access cards with the Colocation Access Request Form as outlined below. For more information regarding the Superuser and other roles, refer to our Knowledge Library article, How to configure user roles in your Client Portal.

Acquiring access cards

Access cards grant authorized users unescorted access to the Nexcess data centers in MEL (21700 Melrose Avenue) and TMR (24700 Northwestern Hwy) in Southfield, MI for 1 year or until the end of the colocation contract, whichever comes first.

At MEL, clients exchange their government-issued photo ID or company ID for their access card, which they then use to gain entry. When departing, users must exchange their access card for their ID.

Attention: Authorized users have full, unescorted access to the data center and, by extension, the Superuser’s hardware. They make bring in new equipment as well as remove existing equipment. Superusers are responsible for the behavior of authorized users attached to that Superuser’s account.

The procedure for colocating clients to acquire an access card is as follows:

  1. Superuser creates a user in the Client Portal for the applicant.

  2. Superuser completes the Colocation Access Card Request Form.

  3. Superuser creates a ticket with the Nexcess Support Team, attaches the completed Colocation Access Card Request Form, and submits the ticket.  

  4. Nexcess verifies the request and contacts the individual to receive the access card:

    • Nexcess contacts the individual to schedule a time to photograph and fingerprint that individual between 9 a.m. - 5 p.m. eastern time (ET), Monday through Friday.

    • The individual has 14 days to complete the process before the Superuser must restart the process at Step 1.  

Renewing access cards

Access cards expire 1 year after they are issued and this expiration date is printed on the card.

While it’s the clients’ responsibility to renew access cards, reminder emails will be sent to the Superuser prior to expiration. It is the client’s responsibility to contact the Billing Team for card renewal. 

Revoking access cards

If an access card is lost, stolen, or belongs to a user that no longer needs access for any reason, the Superuser on the account must promptly create a ticket with the Nexcess Support Team, complete the Colocation Access Card Request Form, attach it to the ticket, and submit it. 

Visitor badges

Visitor badges give visitors temporary access to their equipment as well as the ability to sign equipment in or out. These badges can only be requested by a Superuser or DC User on the account, and the DC User role can only be created and assigned by Superusers through the Client Portal. Refer to How to configure teams in the Client Portal for more information.

To request a visitor badge, the Superuser or DC User on the account creates and submits a ticket to the Support Team at least 5 days in advance of first entry into the facility with the following information:

  • Visitor's full name

  • Company name

  • Facility location

  • Date of visit

  • Duration of visit

  • Estimated time of arrival

If approved, visitors may only enter the building through the front main lobby entrance on 21700 Melrose Avenue and must sign in using the Guest Sign-In System. They cannot proceed past the lobby until escorted by either a Nexcess team member or an authorized client, and they must be escorted at all times. Upon departure, visitors must sign out using the Guest Sign-In System.

Visitors to TMR (24700 Northwestern Highway) must call the DC Operations (DCOps) office at 1-248-565-4605 15 minutes before arrival. DCOps  meets the visitor at the location, verifies their valid government-issued photo ID, then remains with the visitor until the completion of their visit. 

Emergencies

If a colocating client is experiencing prolonged downtime or other severe effects, the Nexcess management team may allow for deviations from the time constraints outlined in this document.

Revision History

DateNameComment
2015-Sep-01 TWD First Draft
2015-10-05 TWD Clarified how Superusers revoke access cards
2018-Mar-01 TWD Clients now exchange government ID or company ID for temporary use of access card; clients now have 14 days instead of 10 to complete request process; other minor stylistic changes

(Last reviewed Feb 2018 by E. Abdulla)

For 24-hour assistance any day of the year, contact our Support Team by email or through the Client Portal.

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