Enterprise Hosting prides itself on providing a consistent level of high quality service to our customers. In order to accomplish this successfully, we follow a strict set of processes and meetings for each customer that we contract with. The Customer Life Cycle defines the deliverables and responsibility for each step involved with managing the hosting customer from introduction to recurring operations at our Atlanta, GA data center. The two charts below provide an overview of the policy and key deliverables.
The Customer Life Cycle defines deliverables and ownership required to identify and implement customer contracts in our data centers.
Prospect to Customer Procedure
This procedure defines the process for matching the customer’s needs to Enterprise Hosting service offerings. Key deliverables of the process include a Non-disclosure Agreement, Credit Application, Contract Terms and Conditions and clear customer requirements.
Customer Implementation Procedure
This procedure defines the process for making the sales to operations hand-off for a customer, preparing for the installation through a pre-implementation meeting, meeting with the customer to review the requirements in an implementation meeting, completing the technical details in the Design Requirement forms, defining customer detail through the Customer Notebook. Some of the major elements in the Customer Notebook include the colocation diagram, network diagram with critical architecture points and specific troubleshooting procedures that match the customer’s architecture.
Account Management Procedure
This procedure defines the process for keeping the customer’s account current over time. This procedure covers reporting requirements to the customer, periodic meetings with the customer, audits of the Customer Notebook, and specific activities to ensure the deliverables in the Customer Notebook are accurate over the life of the contract.