Outsourcing your data centre needs to a colocation provider promises cost savings, enhanced security, and access to state-of-the-art infrastructure without the capital expenditure. However, some colocation clients discover that the advertised price tag comes with hidden costs. The root of this issue often lies in a fragmented service model where critical management and engineering functions are outsourced to third parties. Contrary to this model, we find that controlling the management layer directly impacts cost transparency, performance, and risk management, ultimately delivering a superior client experience.
Why our in-house service management matters
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The importance of keeping the service management in-house
Hidden costs of outsourced service management
When a colocation provider subcontracts its service management, it creates a disconnect between you, the provider, and the people actually managing your infrastructure. This separation can lead to several unexpected and often costly problems.
Lack of cost transparency
With multiple third-party contractors involved, understanding who is responsible for what becomes complicated. This complexity can obscure the true cost of the service you receive. You might face unexpected charges for tasks you assumed were included or experience delays while waiting for quotes from external teams. A lack of a single, accountable point of contact means you spend more time managing suppliers and less time focusing on your core business.
Degraded performance and service levels
When you need immediate assistance such as a ‘remote hands’ request, a patch installation, or troubleshooting, response times inevitably suffer if your colo provider has to coordinate with an external team. The engineers who arrive may lack familiarity with your specific setup or the facility’s unique systems, leading to longer resolution times and increased disruption to your business operations.
Increased risk
Fragmented service management introduces risks, not least accountability. When an issue arises, it can lead to a blame game between the provider and its subcontractors, leaving you caught in the middle while your critical systems are at risk.
The in-house advantage: a bespoke and transparent approach
A colocation partner that manages all its services in-house, from the account managers to the on-site engineers, eliminates these hidden costs and complexities. At Datum, we have built our service offering around this principle.
Truly bespoke and flexible solutions
We understand that every business has unique requirements, and our service offering is wholly tailored to what you need to achieve. For some clients, this means we work as a seamless extension of their IT team, supporting them through digital transformation and providing access to partner-delivered lifecycle services. For others, it’s simply a case of arranging secure access to the data centre as and when required, leaving them in complete control.
A dedicated, client-facing engineering team
One of the most significant differences is our in-house engineering team. They are 100% focused on client success, not juggling other facility management tasks. Available 24/7, they provide both emergency response to minimise disruption and scheduled services like connectivity, cable installation, re-racking, and power cycling.
Because our engineers are always on-site and part of the Datum family, they possess an intimate knowledge of our facilities and our clients’ environments. When you need assistance, you’re not talking to a call centre agent who needs to pass on a message. You are engaging directly with an expert who can resolve your issue efficiently. This direct line of communication is invaluable when business-critical work is required and your own personnel are unavailable.
Proactive and insightful service reporting
Transparency is at the core of our service philosophy. Our facilities are monitored using an advanced Building Management System (BMS) integrated with a sophisticated Data Centre Infrastructure Management (DCIM) system. This gives us – and you – total visibility into the performance of our data centre and the security of your IT estate.
Depending on your chosen solution, you can opt for detailed monthly or quarterly service reviews. These reports provide full transparency on:
- Service performance: a log of all tickets raised and resolved, so you can track any ongoing issues.
- Security: a record of who from your organisation has accessed the data centre, offering peace of mind that only authorised staff are near your business-critical IT.
- Environmental data: detailed metrics covering power usage (PUE), humidity, and temperature, available in your service documents and on the client portal.
This proactive reporting empowers you with the data needed to make informed decisions and ensures there are no ambiguities about the health and security of your infrastructure.
Bespoke account management for stronger partnerships
When you trust a colocation provider with your infrastructure, you need to know you have a strong relationship built on clear communication. We maintain a clear separation between service and commercial considerations by allocating every client both a dedicated account manager (your advocate for all operational matters) and a service manager (focused on the strategic direction of your partnership with us). This dual-support structure ensures you always know who to turn to and that you’ll never have to jump through hoops to talk to the right member of the Datum team. Talk to us today about your data centre requirements and discover how we can support your business.