ColoHouse COVID-19 Customer and Facility Updates

  • ColoHouse COVID-19 Customer and Facility Updates
    • September 4 2020

    UPDATE – FRIDAY, SEPTEMBER 4, 2020 – 12:00 PM 

    ColoHouse continues to follow all COVID-19 local government policies and regulations. Miami-Dade County has a 10:00 PM curfew. We ask that all customers take note of all migrations and maintenances windows to comply with ordinances. Please have any necessary documentation with you. Please click here for more information.

    Miami-Dade requires a mask/facial coverings at all times. For more information on the mask ordinance, please click here. Those who do not comply will be fined by local law enforcement.

    ColoHouse is an essential business, we will remain open with 24/7 access and technicians available on-site from 8:00 AM to 6:00 PM Monday-Friday. ColoHouse administrative office is closed as our team continues to work remotely.

    UPDATE – MONDAY, JULY 7, 2020 – 3:00 PM

    As of this morning, Mayor of Miami-Dade County, Carlos Gimenez, announced the closing of non-essential businesses like dine-in restaurants, ballrooms, and gyms until further notice.

    ColoHouse is an essential business, we will remain open with 24/7 access and technicians available on-site from 8:00 AM to 6:00 PM Monday-Friday.

    Due to the unprecedented spikes in COVID-19 cases, ColoHouse will continue to insist that all customers wear facial coverings whenever in the data center. We ask that customers continue to practice social distancing from our staff and other customers and to please follow proper personal hygiene.

    The safety of our other customers and staff is our priority. You will find hand sanitizing stations around the data centers.

    UPDATE – MONDAY, JULY 7, 2020 – 3:00 PM

    As of this morning, Mayor of Miami-Dade County, Carlos Gimenez, announced the closing of non-essential businesses like dine-in restaurants, ballrooms, and gyms until further notice.

    ColoHouse is an essential business, we will remain open with 24/7 access and technicians available on-site from 8:00 AM to 6:00 PM Monday-Friday.

    Due to the unprecedented spikes in COVID-19 cases, ColoHouse will continue to insist that all customers wear facial coverings whenever in the data center. We ask that customers continue to practice social distancing from our staff and other customers and to please follow proper personal hygiene.

    The safety of our other customers and staff is our priority. You will find hand sanitizing stations around the data centers.

    UPDATE –  FRIDAY, JUNE 26, 2020 – 11:00 PM 

    Since March, ColoHouse has been committed to the safety of our customers, vendors and employees. Our goal is to keep our customers fully informed about the building, allowing you to make informed decisions about visiting the facility.

    As of 7:00 PM, Friday June 26, 2020, ColoHouse was notified that a member of the Digital Realty Security Team has tested positive for COVID-19.

    The ColoHouse team onsite has been asked to quarantine for the next 14 days. ColoHouse will be hiring a third-party company to provide cleaning services to disinfect the 4th floor space. 

    Further to our recent communications, we ask that only customers who have a business essential need visit ColoHouse at this time. Should you need to visit the data center between now and 8:00 PM Saturday, June 27, 2020, please see the following instructions from Digital Realty below.

    Our Support team remains on site from 8:00AM to 6:00PM EST from Monday to Friday to provide remote hands support. We are also available outside these hours if it is an urgent matter. Please submit a ticket via portal, email, phone or chat. 

    We understand we have customers who are migrating and are still conducting business as usual, we ask that for your health and the health of those around you everyone continue to follow all CDC precautionary advice. Customers are required to wear a mask at all times in the building.

    ColoHouse hopes you continue to stay safe during these uncertain times and should you have any questions for our team, please contact us directly at operations@colohouse.com.

    UPDATE RED Event – Security Officer Confirmed COVID-19 Positive
    36 NE 2nd Street Miami, FL

    Digital Realty has been made aware that a security officer at the site has tested positive for the novel coronavirus. The individual was last onsite this morning, June 26th, until approximately 11:30 AM. Their path of travel would have included the main lobby, Security Office, and women’s restroom on the 1st Floor. There has been no impact on infrastructure operations at the site and our ongoing Stage 2 enhanced cleaning at the building was last performed this afternoon. Additionally, we are mobilizing our Stage 3 cleaning protocols and a specialty cleaning service is being engaged to disinfect the common facility spaces from the main entrance through the path of travel utilizing CDC published protocols.

    The site management team has confirmed that the specialty cleaning of the common areas at 36 NE 2nd Street will begin at approximately 5:00 PM tomorrow, June 27th, and is expected to take 2-3 hours. Digital Realty will provide an “all clear” notification upon completion of the specialty cleaning. While the CDC have recommended an evacuation of our spaces at the facilities in support of complete disinfection, the facilities will remain accessible until it begins and during the cleaning by permanent access badge holders unless otherwise directed by the local health agency. Anyone entering the building in the interim and prior to the completion of the specialty cleaning should access through the loading dock door in the alley adjacent to the building, where temporary Security screening has been established.

    Digital Realty will continue providing 24×7 remote monitoring leveraging in-market staff. We remind our customers that any of their employees exhibiting flu-like symptoms should remain at home and self-quarantine for 14 days before returning to the site. We ask that customers advise Digital Realty immediately if any of their personnel test positive for the COVID-19 virus.

    UPDATE – WEDNESDAY, JUNE 17, 2020 – 3:00 PM 

    MIAMI – The ColoHouse Miami team has returned to the office while taking extensive precautions to keep the safety of our employees and customers our #1 priority. 

    Our team is rotating small groups into the office while following social distancing guidelines, mask requirements, and office entry/exit routes to minimize interactions between staff. 

    Digital Realty still requires all visitors to use facial coverings while in the building.

    If you need to speak to a member of the team in the administration office, it is preferred to call us at 866.790.2656 Ext. 0. If it is essential you speak to someone in person please follow social distancing guidelines and instructions when ringing the doorbell and entering the office space.  

    Please do not hesitate to reach out to our team should you have any questions. 

    UPDATE – FRIDAY, MAY 1, 2020 – 8:00 AM

    ColoHouse Miami and ColoHouse The Hague continue to remain operational with our onsite technical team. As stay at home and social distancing guidelines begin to ease, we would like to provide the following update

    ColoHouse Miami

    FACIAL COVERINGS ARE REQUIRED TO ACCESS BUILDING

    –  Effective Sunday at 11:59 PM, May 3, 2020, all employees, visitors, vendors and customers must wear a facial covering to enter the Digital Realty data center facility and the ColoHouse data center.

    – Cloth face coverings are permitted. Coverings do not need to be surgical grade or “N95” rated; however, any covering should fit snugly and cover one’s nose and mouth.

    – Facial coverings must be worn at all times within the facility or near entry/exit areas. Coverings should be disposed of offsite and outside the facility in a closed trash container. Immediately clean hands with alcohol-based hand sanitizer or soap and water.

    Individuals not complying with face covering guidelines may be denied access to the facility

    – Individuals must procure their own facial covering.

    ColoHouse The Hague

    FACIAL COVERINGS ARE REQUIRED TO ENTER DATA CENTER

    – Effective Sunday at 11:59 PM, May 3, 2020, all employees, visitors, vendors and customers must wear a facial covering to enter the ColoHouse data center.

    – Cloth face coverings are permitted. Coverings do not need to be surgical grade or “N95” rated; however, any covering should fit snugly and cover one’s nose and mouth.

    – Facial coverings must be worn at all times within the facilityor near entry/exit areas. Coverings should be disposed of offsite and outside the facility in a closed trash container. Immediately clean hands with alcohol-based hand sanitizer or soap and water.

    Individuals not complying with face covering guidelines may be denied access to the facility.

    – Individuals must procure their own facial covering.

    The ColoHouse Team will continue to monitor and assess the situation on a per location basis. We wish you, your teams, and families continued health during this time.

    UPDATE – TUESDAY, MARCH 31, 2020 – 9:00 AM 

    Please see the following message from Digital Reality regarding our Miami Data Center Building:

    It has been reported to Digital Realty that a customer employee has had direct contact with an individual that tested positive for COVID-19. The individual had been on site this morning, March 30th until approximately 11AM ET, when they immediately departed upon being notified that they had direct contact with a person that tested positive for the coronavirus. While onsite, their path of travel was isolated to the customer's spaces on the 3rd floor, 7th Floor, the roof and the common areas on the 1st floor.”

    We stress that the customer employee is NOT a member of the ColoHouse team. However, we want to keep our customers fully informed about the building, allowing you to make informed decisions about visiting the facility.

    Further to our recent communications, access will only be granted to customers who have a business essential need to visit ColoHouse at this time. This is to protect your team, other customers teams and our team.

    ColoHouse is located on the 4th floor but shares the first-floor common areas and roof access with the other data centers located in our building. ColoHouse’s team of technicians are taking the proper precautions necessary to ensure the safety of our customers and our staff. If you were in our building around this time, please take all the personal precautions necessary.

    Our Support team remains on site from 8:00AM to 6:00PM EST from Monday to Friday to provide remote hands support. We are also available outside these hours if it is an urgent matter.

    We understand we have customers who are migrating and are still conducting business as usual, we ask that for your health and the health of those around you everyone continue to follow all CDC precautionary advice.

     

    UPDATE – THURSDAY, MARCH 26, 2020 – 11:00 AM

    We are living in unprecedented times. ColoHouse and its team are monitoring COVID-19 to the best of our ability to keep our customers and our staff safe. Your business is allowing us to keep our doors open and our administrative staff fully employed remotely, and our technicians are doing their best to sanitize the data center for our customers as well as work on your support tickets. Thank you for trusting us and for your business.

     

    We would like to keep this message short. 

     

    ColoHouse is working with a sense of urgency to keep our data centers functioning smoothly. We ask that only critically necessary visits be made to our data centers. We ENCOURAGE you to use our ticketing system and support team to help you during this time, for your safety and ours.  

     

    UPDATE – MONDAY, MARCH 16, 2020 – 1:45 PM

    ColoHouse is committed to our customers’, employees’ and visitors’ safety and security, as well as providing reliable services and minimizing disruption to your operations. As in all emergency situations, we are actively monitoring the outbreak and spread of the COVID-19/ nCoV/ Coronavirus.

    ColoHouse is taking precautions across our global footprint, in line with local and national authorities, public health advice, and World Health Organization (WHO) guidelines. Additionally, we’ll continue to evaluate this very dynamic situation and will enhance our procedures, as necessary, to make sure we are acting in the best interests of our employees, customers, contractors and visitors.

    Below, please see our business continuity plan and the additional precautions we are taking.

    ColoHouse On-site Technical Teams
    – Miami Data Center: Our support team will be on-site from the adjusted hours of 8:00 AM – 6:00 PM. Our teams will still be available to answer support tickets 24/7.
    – The Hague Data Center: Our support team will be on-site from the adjusted hours of 8:00 AM – 6:00 PM. Our teams will still be available to answer support tickets 24/7.
    – After Hours On-Site Requests will be reserved for emergency situations only. Our teams will be handling them on a case by case basis. 

    ColoHouse Administrative Team
    – ColoHouse administrative team will be working remotely for the foreseeable future. We will continue to monitor the situation, keeping the safety of our employees a priority.

    Access to our Data Centers 
    Please be aware of and comply with the following requirements:

    – We STRONGLY ENCOURAGE our customers to use our technical teams and support channels to avoid coming into the data centers during this time.
    – You will be denied access to the data centers if you answer “yes” to the following questions:

    1 –  Do you have symptoms such as fever, fatigue, sore throat, cough, or shortness of breath?
    2 – Have you been in contact with anyone who has tested positive for COVID-19/ nCoV/ Coronavirus in the past 14 days?
    3 –  Have you traveled to China, Iran, South Korea or Italy (these countries are subject to change) in the last 14 days?

    How will we communicate changes to our customers, vendors, and partners?

    ColoHouse will continue to provide its customers with reliable service and support.

    We will continue to monitor the situation and will immediately communicate changes to our response to COVID-19 through email to the assigned point of contact(s). This includes things like access to our data centers, staffing and any additional actions we are taking.

    Contact Information:
    – Support: Customer Portal, Live Chat, or submit a ticket to support@colohouse.com
    – Customer Inquiries (contract terms and information): inquiries@colohouse.com
    – Sales: sales@colohouse.com
    – Billing Inquiries: billing@colohouse.com
    – Please send all invoices to be paid to: invoices@colohouse.com

    We value your input. If you have any questions or suggestions about our plans and response, please reach out to me directly at pbint@colohouse.com

    Yours sincerely,

    Paul Bint
    CEO
    ColoHouse

 
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