Frequently Asked Questions
Click a category name to expand all of the questions inside it.
- Q: What is the technical support coverage available to colocation clients at Core NAP, and what are the response times?
- A: Technical support is available to all Core NAP customers 24x7x365. They may be contacted by phone and email, as face to face for our colocation customer at the data center. Average response time for email requests is less than 15 minutes with a guaranteed response within 4 hours.
- Q: What technical expertise is provided via Core NAP technical support?
- A: Core NAP employs a wide array of experienced technicians to handle almost any technical need. Areas of expertise include Cisco, Dell, HP, Microsoft, Linux, EMC, among others.
- Q: What is Core NAP's support escalation policy?
- A: Technical staff are available on site in the data center, 24x7x365 and may be contacted via phone or email. Our first line technical support staff our trained to handle most customer technical support needs. For more complicated service needs, on-call system administrators are available for consultation and speedy resolution of the problem
- Q: What are Core NAP's I/T engineering, design, and project capabilities?
- A: Core NAP provides both wide-area-network design and implementation, as well as local-area-network design and implementation. As such, Core NAP is capable of taking projects from the business demand phase to the design, procurement, implementation & project management, and maintenance phases.
- Q: Describe the range of D.R. (disaster recovery) solutions available to Core NAP clients.
- A: Core NAP provides D.R. solutions ranging from the provisioning of remote storage with SSH/SFTP access, to single server replication, to full bare-metal-restore imaging, to complex, multi-vendor solutions.
- Q: Does Core NAP maintain both on-site and remote storage capabilities?
- A: The main Core NAP on-site (remote to client) storage system is built upon a 40TB EMC array with full redundancy, power redundancy, support, maintenance & staff expertise.
- Q: What types of D.R. connectivity are available to the Core NAP datacenter?
- A: Clients may provision any type of carrier circuit, VPN, MPLS network, or Metro Ethernet service into the datacenter to support D.R. connectivity.
- Q: Describe Core NAP's capabilities related to business continuity/disaster recovery design and consulting.
- A: Core NAP can provide all levels of design in preparation of building out disaster recovery solutions, including hardware, network, software, and procedural elements.
- Q: What is the square footage of the Core NAP data center?
- A: The Core NAP Data center is approximately 14,000 sq ft.
- Q: What is the power capacity of the Core NAP data center?
- A: Core NAP currently has two separate City of Austin power feeds: a 2,500A/480V 3-phase primary feed, and a 1,600A/208V 3-Phase secondary feed (upgradeable to 2,500A/480V) for additional primary power as well as true A+B power capability.
- Q: How much HVAC capacity is available in the Core NAP data center?
- A: Core NAP adds cooling units as power is built out to the data center floor. Currently, 322 tons of cooling is in place. Hot/Cold row arrangement and cold row containment strategies help to significantly reduce the effective tonnage required to maintain a proper operating environment.
- Q: What temperature and humidity ranges are maintained in the Core NAP data center?
- A: The average year-round constant temperature of the data center is 70 degrees Fahrenheit, with an ambient relative humidity of 45%.
- Q: How many physical fiber entrances exist into the data center?
- A: There are 3 separate entrances (both aerial and buried) in use for fiber access into the Core NAP facility.
- Q: Which providers have physical fiber and equipment in the data center?
- A: Time Warner Telecom, AT&T;, Alpheus Communications, Grande Communications, Time Warner Cable
- Q: What upstream IP carrier transit connections peer or are ON-NET at Core NAP?
- A: IP Egress is established via AT&T, Level 3, UUNet/Verizon, Time Warner Cable, Grande Communications, as well as peering with large organizations such as Yahoo and Rackspace. Physical backbone capacities to each carrier range from 100Mb Ethernet to 1GB Ethernet and OC-3 to OC-48 SONET.
- Q: Describe the core infrastructure of the Core NAP network.
- A: Core NAP's internal network infrastructure is built upon an 2N+1 Cisco switching and routing design,with additional elements for enhanced availability, delivering full HSRP capability via dual Ethernet drops to the customer cabinet/cage.
- Q: What types of monitoring and recording are utilized in the Core NAP data center?
- A: Over 60 video cameras are placed inside and outside the data center. These digital cameras monitor the entire data center and are capable of capturing high resolution images on motion detection.
- Q: Describe available Core NAP managed security services.
- A: Core NAP provides internal monitoring and reporting of all significant network events, with ability to notify customers of common problem indicators. In addition, Core NAP provides managed firewall and managed IDS/IPS services with full reporting and logging capability.
- Q: Does Core NAP comply with SSAE-16 (formerly SAS-70), Sarbanes Oxley, HIPPA, PCI, and other security & audit standards?
- A: Core NAP successfully completed a SAS-70 type I audit in January 2009, and successfully completed its first type II audit in Q3 of 2009, and another in Q3 2010. Core NAP is committed to undergoing annual audits to insure the integrity of our service. In 2011, the American Institute of Certified Public Accountants (AICPA) is replaced SAS-70 with the SSAE-16. Click here for more details on SSAE 16. Core NAP completed it's first SSAE-16 audit in the fall of 2011. Additionally, Core NAP has assisted several colocation clients in passing their own SAS-70 type I and II audits, as well as PCI, and other certifications.
- Q: What type of physical access security is utilized for the Core NAP data center?
- A: Access to the data center requires a Biometric hand-scan and proxy card. In addition, the data center is staffed 24/7, 365 days a year.
