Data Center Standards OutlineData Center Standards Outline

ExpectationsExpectations• Customer serviceCustomer service

Answering the phoneAnswering the phone Resolving a problemResolving a problem Escalating a ProblemEscalating a Problem Follow up or (customers’ Follow up or (customers’

quality assurance)quality assurance)• Employee's job conduct Employee's job conduct

and etiquetteand etiquette personal Cell Phonespersonal Cell Phones AudioAudio VideoVideo GamesGames

Shifts AccountabilityShifts Accountability• PunctualityPunctuality

Start the shiftStart the shift Lunch BreakLunch Break End of shift End of shift Shift ChangeShift Change

• Time away from your stationTime away from your station• Emergency time off and shift Emergency time off and shift

adjustmentsadjustments• Data Center VisitorsData Center Visitors

ACT’s equipment usageACT’s equipment usage• Bandwidth Bandwidth • PhonePhone• ComputerComputer• ToolsTools• VehiclesVehicles

ExpectationsExpectations

Customer SupportCustomer SupportAnswering the phoneAnswering the phone when you pick up the phone always remember that we never know who is on the other when you pick up the phone always remember that we never know who is on the other

the end of the line. Just bare in mind a couple of things;the end of the line. Just bare in mind a couple of things; That it may be a current customer, a potential new customer or just your boss checking That it may be a current customer, a potential new customer or just your boss checking

the quality of service. the quality of service. Also “your first impression maybe the last”! The last to keep a custom, the last to sign a Also “your first impression maybe the last”! The last to keep a custom, the last to sign a

custom, or realistically the last chance to keep your job. custom, or realistically the last chance to keep your job. Bottom line is; you are a direct reflection of ACT, and ACT business is selling a service, Bottom line is; you are a direct reflection of ACT, and ACT business is selling a service,

you were hired to provide customer with you were hired to provide customer with qualityquality support for this service. Basically if the support for this service. Basically if the customers do not get quality support, they will go elsewhere (find another provider). customers do not get quality support, they will go elsewhere (find another provider). Without the customers, ACT will go out of business, and this not an option for ACT. Without the customers, ACT will go out of business, and this not an option for ACT. However the other option, and the only solution to ensure that such a thing dose not However the other option, and the only solution to ensure that such a thing dose not happen, is to have capable and responsible personnel on staff. happen, is to have capable and responsible personnel on staff.

Here are a few hits:Here are a few hits: Always be polite to the customerAlways be polite to the customer Be professional - identify the company (ACT) and yourself to the customerBe professional - identify the company (ACT) and yourself to the customer Try to maintain a steady, but positive, and informative communication with the Try to maintain a steady, but positive, and informative communication with the

customer at all times. customer at all times. Do not place the customer on hold for too long, for any reason, or without asking Do not place the customer on hold for too long, for any reason, or without asking

and notifying them.and notifying them. Maintain you cool at all times, and always try to end on a good note.Maintain you cool at all times, and always try to end on a good note. Follow up or (customers’ quality assurance)Follow up or (customers’ quality assurance)

ExpectationsExpectations continue…..continue…..

Employees’ office conduct and etiquetteEmployees’ office conduct and etiquette• Your office environment should be organize, tidy and most of all professional:Your office environment should be organize, tidy and most of all professional:

Organization is the key to any operation running smoothly, For instance: all procedures and Organization is the key to any operation running smoothly, For instance: all procedures and documentation should be properly filed and maintain, weather it may be paper or electrical documentation should be properly filed and maintain, weather it may be paper or electrical data. Remember the other person behind you will need it at a later time, so make sure that data. Remember the other person behind you will need it at a later time, so make sure that you put thing back where they belong.you put thing back where they belong.

The way you keep your office is a reflection not only on you, but also, your home and more The way you keep your office is a reflection not only on you, but also, your home and more importantly ACT. We all need to feel comfortable coming to work at a clean and healthy importantly ACT. We all need to feel comfortable coming to work at a clean and healthy environment. Also other professionals and business personnel will be visiting from time to time, environment. Also other professionals and business personnel will be visiting from time to time, so it is extremely important that we make the extra effort to clean up after ourselves at all so it is extremely important that we make the extra effort to clean up after ourselves at all times.times.

To promote a professional working environment, we must be respectful, considerate and To promote a professional working environment, we must be respectful, considerate and courteous, to others around us. We should be able to speak calmly on the phone, without courteous, to others around us. We should be able to speak calmly on the phone, without having to scream over load background noises, or even having to ask to keep it down etc. having to scream over load background noises, or even having to ask to keep it down etc.

Having said that, the following guide line will be firmly enforced going forward :Having said that, the following guide line will be firmly enforced going forward : No food is allowed in the data Center, therefore no eating, or drinking is allowed.No food is allowed in the data Center, therefore no eating, or drinking is allowed. Personal cell phones must be place on vibrate, very low, or if not turned off completely.Personal cell phones must be place on vibrate, very low, or if not turned off completely. Any audio from (songs, game, video, or other multimedia effects), must be of a tasteful Any audio from (songs, game, video, or other multimedia effects), must be of a tasteful

nature, and turn down very low, according to office standards.nature, and turn down very low, according to office standards. Lode disturbing conversations will not be tolerated for any reason.Lode disturbing conversations will not be tolerated for any reason. Any display of screen saver, background wall paper must be tasteful and desecrate. Any display of screen saver, background wall paper must be tasteful and desecrate.

Also there must be no viewing of games, movies, music video during the hours7:00am - Also there must be no viewing of games, movies, music video during the hours7:00am - 9:00pm 9:00pm

AccountabilityAccountability

Punctuality Punctuality

It is very important that we try to be punctual at all times:It is very important that we try to be punctual at all times:• Starting you shift – this does not mean being on the premises, but actual at you desk Starting you shift – this does not mean being on the premises, but actual at you desk

ready to relieve the other operator.ready to relieve the other operator.

• Operators lunch breaks will be co-coordinated and schedule amongst all involve parties Operators lunch breaks will be co-coordinated and schedule amongst all involve parties each month. Lunch breaks will then be posted on the notice board, and taken each month. Lunch breaks will then be posted on the notice board, and taken accordingly. All lunch breaks will be only 1 hour, excepted in emergency cases, when it accordingly. All lunch breaks will be only 1 hour, excepted in emergency cases, when it is authorized.is authorized.

• End of shift – each operator is accountable for his shift End of shift – each operator is accountable for his shift exclusivelyexclusively, until the relieving , until the relieving operator is operator is physicallyphysically in the Data Center. in the Data Center. No operator should at any time, nor for any No operator should at any time, nor for any reason, at the end of a shift, leave the Data Center unattended. reason, at the end of a shift, leave the Data Center unattended.

• Shift Change – all shift are overlapped , in some cases up to one hour . This time should Shift Change – all shift are overlapped , in some cases up to one hour . This time should be use for updating of the shift report and information of things that transpired. The be use for updating of the shift report and information of things that transpired. The incoming technician must use this time to call in to the incoming technician must use this time to call in to the supervisor or manager supervisor or manager if he is if he is unable to report for work . In cases after regular office hours (8:00 to 5:00) this unable to report for work . In cases after regular office hours (8:00 to 5:00) this information should be pass to the operator on shift and also be information should be pass to the operator on shift and also be emailedemailed to the above to the above persons. The technician on shift is automatically reschedule to do a double shift at over persons. The technician on shift is automatically reschedule to do a double shift at over time hours. time hours.

Accountability Accountability continue ……..continue ……..

Time away from your stationTime away from your station Time away from you station should be kept at a minimum, Time away from you station should be kept at a minimum, especiallyespecially during normal working during normal working

hours. This is because you are responsible for:hours. This is because you are responsible for:a)a) Providing quality customer service.Providing quality customer service.b)b) Monitoring and record any unusual internet activities, both dial-up and wireless data Monitoring and record any unusual internet activities, both dial-up and wireless data

center activities.center activities.c)c) Trafficking in and out of the Data Center. Trafficking in and out of the Data Center. d)d) You are the #1 point of contact for ACT’s business associates and engineers, in You are the #1 point of contact for ACT’s business associates and engineers, in

emergency, serious outage, or basically in any event. Being at your station will not emergency, serious outage, or basically in any event. Being at your station will not only identify issues in the early stage, but will also give better chance to react with a only identify issues in the early stage, but will also give better chance to react with a timely solution, and therefore minimizes our down time.timely solution, and therefore minimizes our down time.

If you have to leave you desk for a good reason, just remember the following: If you have to leave you desk for a good reason, just remember the following: a)a) Always take the mobile phone with you.Always take the mobile phone with you.b)b) Notify someone of your destination and how long you will be.Notify someone of your destination and how long you will be.c)c) Try to keep it under 10 minutes.Try to keep it under 10 minutes.

d)d) Night shift operators should utilize the terminal in the kitchen during lunch breakNight shift operators should utilize the terminal in the kitchen during lunch break..

Emergency time off and shift adjustmentsEmergency time off and shift adjustments

We all have emergency from time to time, but on the other hand we also have a job to do. In this We all have emergency from time to time, but on the other hand we also have a job to do. In this event we have to adjust the shift schedule somehow. In order to maintain a smooth operation, we event we have to adjust the shift schedule somehow. In order to maintain a smooth operation, we have to co-ordinate, and communicate these issues during these times. To achieve this we have to have to co-ordinate, and communicate these issues during these times. To achieve this we have to give ample notification to the proper personnel, so that the necessary adjustment to accommodate give ample notification to the proper personnel, so that the necessary adjustment to accommodate the situation.the situation.

Failure to following these guidelines, may result in serious consequence, for both ACT, and more so Failure to following these guidelines, may result in serious consequence, for both ACT, and more so the operator. You are responsible to keep your workplace inform in times like this.the operator. You are responsible to keep your workplace inform in times like this.

Accountability Accountability continue ……..continue ……..

Data Center VisitorsData Center Visitors There should be ‘There should be ‘absolutely’ absolutely’ nono visitors received, in the Data Center, or on the 2visitors received, in the Data Center, or on the 2ndnd floor, for any floor, for any

reason, or at any time. All visitor (friends, relatives or otherwise) should be received downstairs, no reason, or at any time. All visitor (friends, relatives or otherwise) should be received downstairs, no exceptions. exceptions.

Co-Locating customerCo-Locating customer These are classified as customers; renting rack space, servers, or other applicable service offered These are classified as customers; renting rack space, servers, or other applicable service offered

by ACT. All customer must be accompanied by an ACT authorized staff member to the Data Center, by ACT. All customer must be accompanied by an ACT authorized staff member to the Data Center, where they will be ask to sign in (Name, Name of Company, date, time in, time out, destination, and where they will be ask to sign in (Name, Name of Company, date, time in, time out, destination, and nature of business).nature of business).

ACT Equipment UsageACT Equipment UsageACTACT ‘s ‘s equipments should be use for business onlyequipments should be use for business only, persons who are caught , persons who are caught abusing any of the following in ways other specified, will be face disciplinary abusing any of the following in ways other specified, will be face disciplinary action:action:

• BandwidthBandwidth should only be used for doing ACT business, and nothing else. More specifically should only be used for doing ACT business, and nothing else. More specifically no downloading of personal files, such as audio, video, or any illegal software.no downloading of personal files, such as audio, video, or any illegal software.

• Phone linePhone line should not be held up with personal call, any incoming personal calls on ACT should not be held up with personal call, any incoming personal calls on ACT phones must be kept very brief except in emergencies.phones must be kept very brief except in emergencies.

• ComputerComputer should not be used for personal entertainment, such as the viewing of movies should not be used for personal entertainment, such as the viewing of movies installing messenger, Kazar and other shareware.installing messenger, Kazar and other shareware.

The displaying and saving of any inappropriate, and offensive pictures, screen savers, or The displaying and saving of any inappropriate, and offensive pictures, screen savers, or background, is strongly prohibited, and therefore is a serious offense. Hence offenders background, is strongly prohibited, and therefore is a serious offense. Hence offenders will be discipline to the fullest. will be discipline to the fullest.

• ToolsTools At the end of the working day, all tools must be taken from the work van, and secure At the end of the working day, all tools must be taken from the work van, and secure

back to they respective places where they were removed from. Under no circumstances back to they respective places where they were removed from. Under no circumstances should any tool be left lying around or out of place (in the van). Any tools that is lost, should any tool be left lying around or out of place (in the van). Any tools that is lost, stolen, or damaged as a result of a technician’s carelessness, will be replace by that stolen, or damaged as a result of a technician’s carelessness, will be replace by that technician. ACT will not assume responsibility for technicians’ carelessness.technician. ACT will not assume responsibility for technicians’ carelessness.

• VehiclesVehicles It is the responsibility of the driver of a vehicle, to make sure that the vehicles is properly It is the responsibility of the driver of a vehicle, to make sure that the vehicles is properly

parked and secured at the end of each shift. Also ACT will not be held accountable for parked and secured at the end of each shift. Also ACT will not be held accountable for any traffic ticket given to any driver who are caught driving recklessly. So please drive any traffic ticket given to any driver who are caught driving recklessly. So please drive

safelysafely..