Using the CoreSite Customer Service Delivery Platform

Updated by CoreSite

The secure, reliable and efficient CoreSite customer service delivery platform, found at mycoresite.coresite.com, allows its customers to track current deployments, monitor existing services, order new services, and obtain personalized support 24/7. Available features on the platform include the following:

  • Trouble ticket services for 24/7 emergency support
  • Remote hands services for 24/7 non-emergent support
  • Monitor current and track historical power usage, humidity, and temperature via CoreInsite®
  • Service delivery platform access and permissions management
  • Emergent and non-emergent notification management
  • Interconnection, power and build out services ordering
  • Interconnections disconnect requests
  • The Open Cloud Exchange® access
  • Any two-relationship management
  • Invoices and legal contracts
  • Reports
    • Access history
    • Network usage
    • Order history for both active and inactive services
    • Current and historical power usage, humidity, and temperature
  • Scheduling of deliveries and equipment removal
  • Self-help support through CoreSite’s Knowledge Base
  • Inquiry tracking
  • Certification documentation

 

ACCOUNT STRUCTURE

The CoreSite customer service delivery platform gives customers an account for each data center site in which they have existing cage or cabinet space and services in. This allows customers to set service delivery platform and access permissions for users at each building. For example, if Company XYZ deployed in CoreSite’s LA1 and NY1 data centers, an administrator for Company XYZ can give John Doe service delivery platform access at LA1 but does not need to also offer access at NY1 because each data center location is a separate service delivery platform account.

However, any user with service delivery platform access to multiple accounts may view all accounts together by selecting “All Accounts” on the top left of the service delivery platform. Alternatively, he may choose to view each account individually. Keep in mind the following implications of this structure:

  1. Each User Permission List is specific to a site / customer account. If an Administrator would like the user to have service delivery platform or physical access to multiple accounts, that user must be set up in the User Permission List for each account.
  2. When looking for a specific Order ID, users should ensure that they are on the correct account page or have selected All Accounts.

 

HOMEPAGE

The service delivery platform homepage is designed to provide a quick overview of any open service and support Orders, and to highlight those which require customer attention or approval. The page is broken into multiple tabs to allow users to quickly navigate to a specific Order type. If you receive an email requesting your approval or to supply additional information, you should be able to locate the applicable order under the Action Required section.

Once you have identified the Order you would like to view, merely click on the hyperlinked Order ID. Case comments and details will be visible at that time. 

MY ACCOUNT

The My Account tab provides a wide variety of customer specific information. Customers can set-up employees with specific physical and service delivery platform access levels, view historical long-term access logs, review invoices and legal contracts, as well as manage contacts for The Open Cloud Exchange. As some of this information can be sensitive in nature, Customers can determine who can view it.

LOGGING INTO THE CUSTOMER SERVICE DELIVERY PLATFORM
  1. Go to the login page for the customer service delivery platform at www.MyCoreSite.coresite.com.
  2. Enter your username and password:
  • Username = email address;
  • Password = preferred password

Difficulty logging in? If your password is not working, click the Forgot Password link. You will receive an email with a link to reset your password.

USER PERMISSIONS

The User Permissions page is designed to allow authorized users to manage access to the CoreSite Service delivery platform or physical access to the data center. Upon the initial creation of an account in the CoreSite Service delivery platform, CoreSite will set up one user with administrative access. This user then can add additional users and manage their permissions. An Administrator also can set up additional Administrators, thereby giving others the ability to add and manage new users.

MANAGING MYCORESITE.COM PERMISSIONS

Only individuals identified as an Account Administrator can manage service delivery platform preferences, physical access, and user lists. Non-administrators will not have the ability to view the User Permission List, but they may view their own permissions and a list of Account Administrators by clicking on their username on the top left of the service delivery platform. Users will have the ability to edit their contact information and reset their password. They will not have the ability to edit their permissions.

SETTING UP AN ACCOUNT ADMINISTRATOR

When an account is initially created, a CoreSite Customer Support Representative will set up the initial Account Administrator as requested by the customer. At that time, the Administrator can log in to the service delivery platform and modify or update service delivery platform preferences for other users. However, an Administrator is not allowed to modify his / her own permissions or remove himself / herself from the account. CoreSite or another Administrator on the account may do this on his / her behalf. Only an Account Administrator will be able to view all users. A user not identified as an Account Administrator will only see his / her profile information and the names of the Account Administrators on the account(s) to which he / she has access.

TO SET UP A NEW USER
  1. Log into the service delivery platform at www.mycoresite.coresite.com.
  2. Under the My Account tab, click on User Permissions.
  3. Click on the New Security Matrix Record icon on the right-hand side of the screen.
  4. Enter the email address of the individual:
  • If the email already exists in the system, it will add the default contact information for that individual.
  1. Add all the contact information details requested.
  2. Select preferences for their service delivery platform access by checking the Web Access box:

Admin:

Checking this field gives the user all admin rights to the accounts.

End Customer:

Select this option if the user is an individual that you would prefer not view pricing information, legal documents, or invoices.

Access and Packages:

This field determines preferences for short-term access requests, package delivery Orders and equipment removal Orders.

Remote Hands and Trouble Tickets:

This field determines preferences for Remote Hands and Trouble Ticket Orders.

Orders and Inventory:

This field determines preferences about all products (build out services, power, and interconnection), reporting tools, the Any2 Relationship Manager, The Open Cloud Exchange Service delivery platform, and all active services.

Invoices and Legal Documents:

This field determines preferences with regard to invoices and legal documents.

  • Notification preferences allow users to determine if they would like to receive emergency notification and / or non-emergent notifications:

Emergent Notifications:

Notifications sent by CoreSite in the event of emergency maintenance or a potential event in the data center.

Non-Emergent Notifications:

Notifications sent by CoreSite regarding scheduled maintenance activity or general Order notifications.

  • Other notifications not subject to these preferences may include requests for approval or additional information on active Orders, surveys, marketing communication, or direct customer communication.
  • Notes are available for any use by the Account Administrator, however adding a note will not generate any changes.

TO MODIFY PREFERENCES FOR AN EXISTING USER
  1. Log in to the service delivery platform at www.mycoresite.coresite.com.
  2. Under the My Account tab, click on User Permissions.
  3. Select the user for whom you would like to edit preferences and click the Edit or Delete buttons on the left-hand side of the screen.

NOTE: You may view the entire list of user permission details on this page, as well as grant or revoke physical access for each user.

ADDING CUSTOMERS OF RESELLERS TO THE USER PERMISSIONS LIST

Account Administrators may add individuals to the User Permission List to allow for service delivery platform and physical access while preventing them from viewing the following:

  • Pricing (MRCs and NRCs) on products and services.
  • Legal contracts.
  • Invoices.

To add a contact to the User Permission List with this limited functionality, be sure to check off the “remove ability to view pricing / contracts” radio dial box under the Web Access Details when setting the individual up with permissions.

Unless preferences are set to the contrary in the service delivery platform, these customers of resellers will be able to use the service delivery platform functionality in every other way, including but not limited to the following:

Act as Account Administrators by adding others to the User Permissions List. They will not be able to give access to pricing, legal documents, or invoices.

  • Request any product CoreSite offers (without pricing specified).
  • Submit Trouble Tickets or Remote Hands requests.
  • Grant physical access to the space(s) to which the End Customer has access.
  • Contact CoreSite support directly.

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