Posts Tagged 'Facilities'

May 31, 2011

Bringing Home Data Center Security

Look at any time period in mankind's history, and you'll come to the undeniable conclusion that technology changes the daily lives people in any society. With the evolution of technology, our lives have gotten so much easier. Consider all the little luxuries and conveniences available now to get tasks done in the workplace and home. Unfortunately, our rapid technological advancements aren't necessarily exclusive to the "good guys" ... The "bad guys" are benefiting from new technologies as well. Crime and theft have become more sophisticated, and as a result, more technological advancement has to be pursued in security, and it's pretty remarkable to see some of the security measures and technologies put in place by companies like SoftLayer.

The day I started working here, I thought I was actually joining the CIA. I had to undergo several procedures to gain access to all the facilities: I had my photo taken and my fingerprints scanned before I registered for multiple key cards. The first job I had out of college only required its employees to have a single key card that allowed entrance through one door with access to all areas. Needless to say, it was a lot different to work in such a secure environment.

To give you an idea of what kinds of security we have at our data center, I'll walk you through my daily experience. I step into our lobby and am usually greeted by multiple security guards behind what appears to be bullet-proof glass. I have to pass a fingerprint scanner and numerous secured door checkpoints to get into the office. Every move is under the scrutiny of video cameras recording every square inch of the building. Big Brother is always watching, and for SoftLayer customers, that should be reassuring.

The facility's security reminds me of the movie Minority Report, and while those security measures may seem unnecessary or excessive, they're actually just visible evidence of SoftLayer's focus on the importance of security both online and in the physical realm.

Thinking about safety, I've also started considering heightening security at my home with a few security cameras. Some of my friends joke that this consideration is a sign of impending paranoia, but the "better safe than sorry" mantra should always be kept close to heart when it comes to protecting valuables. Apparently, I'm not alone in my home security research ... A day after writing a good portion of this article, I came to work and in the morning a coworker told me he'd recently bought a security camera with night vision for personal use. I didn't expect such a coincidence, and of course I enthusiastically replied to my coworker that I was thinking about making a similar purchase.

In closing, I'd like to ask you if you've entertained the idea of increasing security in your own home, and if so, do you have any suggestions about what equipment to purchase and features that prove useful? I doubt I'll go as far as hiring security guards and installing fingerprint scanners, but you never know!

-Danny

May 25, 2010

Customer Service

Customers are the heart of any business. If you don’t have customers you will not have a business. Here at Softlayer we take the meaning of customer service to another level. Yes, we have a Customer Service department but we don’t view customer service as an event, but rather as a series of interrelated pieces of a process. Many departments within our organization in addition to Customer Service provide a degree of customer service whether it’s to an internal or external customer.

Softlayer employs the “best practice” approach to take the perspective of the customer in all that we do. Since our customers come in through our website, the Softlayer team is continually working to improve the online ordering experience with the customer usability in mind at all times. One of my first tasks here at Softlayer was to “act” like a customer and order a server. I then had to do a write up on the experience. I have to be honest; it required some thought as to what could be improved because this process has been fine tuned as it’s been done over and over again. I thought the website and ordering process was very well put together, intuitive and easy to use.

Another way a customer will experience Softlayer is through our portal. Now, working from the inside, the portal is quite overwhelming at first. As you spend more time on it you realize just how powerful it actually is. We have quite a few developers working on it daily and this is to ensure that the customer has every tool, option, and task at their fingertips so they can get the most from their servers. Being in the internet business we understand that a competitor is only one click away.

Also during my first week here, I spent several days working in the NOC. Aside from being thoroughly awed with our facilities and how neat and organized everything was, I was impressed as I listened to the techs on their calls with the customers. The calls are handled with customer satisfaction as the first priority. Yes, I even heard the challenging calls that were very difficult to handle. The techs remained calm and focused to solve the problem at hand. The quality of work depends on the quality of people in place so if you have any technical problems these are the folks you want to speak with.

According to Wikipedia, “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”[i] Here at Softlayer we exceed the customer expectations and will continue to implement and improve best practice processes and initiatives to improve our customer’s experience.

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