Colocation
Bandwidth
General
Network and Facilities
Data Center
Building Access
Billing and Customer Service
Colocation
| Q: What is included when I use a GenTech cabinet? |
A: GenTech provides full 42U cabinets for shared and private use. Cabinets are ventilated and are enclosed on all four sides. Please click here for additional cabinet colocation information.
Q: What are the dimensions of your cabinets? |
A: Our cabinets are 19” rack mount, will accept 34” deep equipment, and adhere to the EIA 19” specifications.
| Q: How much weight can your cabinets hold? |
A: Our cabinets are limited to 1400lbs per cabinet.
| Q: How much equipment could I install into a full cabinet? How much for a half cabinet? |
A: Our cabinets are standard 42 rack units tall. Our half cabinets are 20 units tall each. Along with this space, you have access to mount equipment to either the front or back in an acceptable manner.
| Q: What is included when I use a GenTech cage? |
A: GenTech provides 4-sided open-top fenced cages with a lockable entrance. Please click here for additional cage information
| Q: Can I install my own cabinet? |
A: Yes, you may bring your own cabinet to the GenTech floor. In certain situations GenTech may recommend the purchase of caged squared footage if nonstandard cages are to be used.
| Q: May I install my own lock on my cabinet or cage? |
A: No, due to fire and safety restrictions GenTech requires access to all colocated items located within the building.
| Q: What are my power options? What if I have special power needs? |
A: In a shared cabinet environment, GenTech clients will be using power from a 20 AMP circuit shared with others in the cabinet. As a full cabinet or cage client, GenTech will provide you with one (1) dedicated 20 AMP circuit per cabinet. Each dedicated 20 AMP circuit will be fitted with a NEMA type 5-15P plug rated for 110 volts.
Additional circuits for redundancy or additional power and custom circuit
configurations are available.
| Q: What happens if I need more power? |
A: There are many types of power that we can bring to your equipment. Because of this, we ask that you contact our sales team for information about service upgrades.
| Q: Can I install my own UPS systems? |
A: Yes. Any UPS system that fits in the allotted space and power requirements is allowed and will be added to your billed space amount accordingly.
| Q: What type of cabling may I have installed to my cabinet/cage? |
A: All standard data and voice cabling is permitted, i.e. any type of twisted pair cabling, coaxial, and fiber. Any additional cable types may be pre-approved by contacting GenTech support.
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Q: May I order my own data circuits, not using GenTech infrastructure or equipment? Is there a cost associated with doing so? |
A: Yes, private dark circuits may be installed by GenTech via a cross
Connect. All circuits, however, will be terminated by GenTech and may touch a
GenTech demarcation point which will be extended to your floor location. Charges
may be involved depending on the type of circuit.
| Q: Could I install a standard phone line into my colocation space? |
A: Yes, GenTech allows standard analog lines to be installed for data, monitoring, or voice applications.
| Q:
What items are permitted in my cabinet/cage space? |
A: Colocation clients are not permitted to store any flammable goods such as paper or cardboard boxes. Liquids, foods, or perishable items of any kind are also restricted. Colocation spaces are required to be neat and orderly. Servers, data tapes and related equipment are the typically stored items but for any special needs aside from those listed, please contact our support department for verification and approval.
| Q: Can I bring in a standard two or four post open rack as opposed to an enclosed cabinet? |
A: Yes, but only if you have a private cage. Any rack configuration may be used within colocated cage space. Customer-provided cabinets for single-cabinet colocation outside of cage space must be enclosed.
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Bandwidth
| Q: Can I view my bandwidth usage on-line? |
A: Yes. Clients may access an online bandwidth information page with a GenTech provided login username.
A: By default, GenTech caps all bandwidth at 20Mbps unless otherwise requested by customer.
|
Q: Do you provide anti-virus, anti-spam, or firewall protection? |
A: Yes, GenTech provides a full suite of managed
services including firewall protection; load
balancing; virtual private networks; anti-virus and
anti-spam.
|
Q: Do you provide name resolution servers for my use? |
A: Yes, GenTech maintains name resolution servers for customer use. Upon installation, you will be provided all such necessary information. GenTech also provides domain name hosting. If you are interested in this please contact our sales department.
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Q: Do you allow spamming? |
A: GenTech will not tolerate spamming originating from our data center network. All notices of abuse will be dealt with on a case-by-case basis. For more information, please refer to our Acceptable Use Policy (AUP).
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General
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Q: Could GenTech reboot my server for me? Is there a cost? |
A: For most cases a GenTech engineer can reboot client
equipment. Depending on the details of your contract
our remote hands and eyes fee may be applied. GenTech
recommends the use of remote power switches which we
can provide for you.
|
Q: Can GenTech install software for me? |
A: Yes. With installation approval, a GenTech engineer
can install and configure client software for you.
Depending on details of your contract our remote hands
and eyes fee may be applied.
|
Q: Will GenTech configure my equipment for me? |
A: Yes. GenTech can configure equipment in certain instances. Depending on contract details charges may apply.
|
Q: Could I buy hardware through GenTech to be used in my colocation space? |
A: Yes, you may purchase network equipment such as Cisco brand routers, firewalls, or switches through GenTech. However, GenTech does not offer any system related equipment or GenTech warranted hardware.
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Network and Facilities
Data Center
|
Q: What type of fire suppression do you use? |
A: GenTech uses different fire protection at it's different data
centers. In Flint, we use a pre-action dry pipe fire suppression system with hundreds of smoke detectors in the floor and over head to protect the datacenter floor. Laser particle detection systems are used to protect critical facility systems such as UPS and batteries.
FM-200 is used at other GenTech data centers.
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Q: We need to stay over night to work on our equipment, where should we stay? |
A: We allow continuous access to our facility should you need to work into the late hours of the night, or early hours of the morning. But should you require a location to stay in town there is an adequate selection of hotel accommodations located within a 5 mile radius from our datacenter.
|
Q: Where is your facility? |
A: GenTech's parent, Online Technologies Corporation operates multiple data
centers in Michigan, specifically in Flint, Southfield
and Ann Arbor.
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Q: What humidity level do you maintain in your colocation space? |
A: Humidity is regulated at 45%.
|
Q: What temperature level do you maintain in your colocation space? |
A: The temperature is regulated to 68° to 70° F.
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Q: Do you have raised flooring? |
A: We use a 24” raised flooring environment for our server area.
|
Q: How much weight can your raised floor hold? |
A: The raised floor is limited to 1200lbs per square foot.
|
Q: How long can your generator run? |
A: Our generator fuel supply allows the unit to run for 96 hours consecutively on a single tank. In addition, we have a 24 hour response contract with our local fuel provider, ensuring that our generators can run indefinitely in the event of a continuous power outage.
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Building Access
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Q: How do I get access to my equipment? |
A: At install, GenTech provides your company with remote access key cards as well as keys to your cabinet and/or cage. You will have 24 hours access to your equipment via these pinned key cards.
|
Q: How many key cards can I receive and when will I get them? |
A: We issue one key card per contract for shared cabinet space and two key cards for a full cabinet and caged clients. Custom square foot space is negotiated on an individual basis. You will receive your key cards at the time of your installation.
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Q: I need to work on my server in your facility, will you have a keyboard, mouse, & monitor available for me to use? |
A: Yes, mobile carts are available for clients use and are arranged with a monitor, and USB and PS/2 keyboard and mouse combinations on each.
| Q: My equipment needs to be installed by the manufacturer, will that be a problem? |
A: GenTech will work with third-party installation companies as well as allow you to bring them into our datacenter yourself. We do prefer to be notified in advance when this might take place. Should access be required after-hours by third-party companies, or should GenTech technical staff be needed for assistance, you will be billed on a time and materials basis.
| Q: Does GenTech have a loading dock? |
A: Yes, GenTech has a ground level entry dock and a semi truck loading dock that may be used for shipment deliveries given advanced notice and scheduling with GenTech.
|
Q: Does GenTech have a forklift or any heavy lifting equipment? |
A: For larger deliveries or items on pallet skids, GenTech has a pallet jack that can be used.
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Q: I need roof access for a wireless antenna and cabling installed from the antenna to my colocation space. Is this possible? |
A: Yes, GenTech allows the use of its rooftop space for antenna access, please contact sales to verify your specifications.
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Q: How late is the building open? What are your hours? |
A: Our business hours are Monday through Friday, 8:00AM to 5:00PM Eastern Time. As a customer, you may access our facility 24x7x365 as necessary.
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Q: Do you have tools available for my use? |
A: GenTech can provide use of basic tools such as screwdrivers during business hours. Anything further such as specialty drivers, network crimpers, testing equipment, etc. will be the responsibility of our clients to bring in.
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Billing and Customer Service
| Q: When will I be billed? |
A: You will receive your setup bill upon signing of the sales order.
Generally setup will not begin until the setup invoice
has been paid in full. Your first bill may include partial month charges. Thereafter you will be invoiced monthly with charges due by the first of the month for that month’s service. If you are not approved for terms you may be required to pay a deposit or a certain amount of charges up-front.
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Q: What forms of payment do you accept? |
A: GenTech accepts check, money order, and credit card payments.
| Q: What is the grace period for payment? |
A: All invoices are due within Net 20 days. Monthly invoices are sent in advance to allow time for payment. All past due accounts are subject to disconnection.
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Q: How is bandwidth billed? |
A: Bandwidth is calculated based on the 95 th percentile. Bandwidth used
beyond the contract is burstable bandwidth and will be detailed on your invoice
separately from your contracted bandwidth.
| Q: How do I cancel service? |
A: If you would like to cancel service we require a written request to be submitted at least 30 days in advance of desired cancellation date. Upon cancellation, all final pro-rated service charges and any applicable cancellation fees will be assessed and due. Cancellation of service does not alleviate you of payment responsibility for any valid charges billed before or upon cancellation.
| Q: Do you have a reseller program? |
A: Yes, GenTech has both a reseller associate and lead referral program. Please refer to the reseller section of our website for further information.
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