The professional care center for data centers

Over the past three years, economies have become virtualized at an unprecedented rate, and as a result, organizations have had to improve competitiveness to deliver faster, faster, effective, and safer virtual experiences.

This need is compounded by the adoption of artificial intelligence and high-performance computing.

According to McKinsey, 65% of companies in the world plan to increase their AI investments in the next three years. Similarly, IDC expects global spending on AI software, hardware and services to reach $300 billion by 2026, almost double the investments made in 2023.

In this new environment, the data center is one of the main drivers of AI adoption, but how has AI changed the data center of the future? The answer consists of three parts:

1. High thermal and energy capacities: A survey conducted by the Uptime Institute in 2023 indicated that more than a third of data center operators have reported a rapid increase in rack densities over the past three years.

As rack densities increase, so do cooling needs and energy consumption. Liquid cooling has positioned itself as a roadmap for future data center success.

2. More resilient infrastructure: Many of today’s data centers were not designed to support large-scale AI applications or high-volume cloud workloads. In addition to new constructions that can be designed to the specifications of an AI data center, prefabricated modular data centers are gaining ground thanks to their ease of deploying a robust infrastructure faster and more flexibly, whenever and wherever customers need new capacity.

3. Effective 24×7 support: High reliance on digital transformation-driven IT systems puts data center operators on the spot to deliver 24x7x365 availability and continuity. A proper real-time monitoring and fault response system makes this a reality.

The necessary support for the data center of the future

Regarding the last component, the support needed for the data center of the future is certainly one of the fundamental pillars since, according to the Uptime Institute, the average time of a data center failure is 138 minutes. Each of these minutes represents a monetary and reputational cost for the operator. Having a real-time technical support service is essential to facilitate data center continuity in the age of digital transformation. Aware of this, Vertiv Care was created in 2021, with a Customer Care Center that provides technology support and customer support for data center control.

The service operates as a 24×7 remote technical support line, where Vertiv customers can manage scheduled maintenance routines, corrective maintenance routines, on-time maintenance, emergency response and equipment guarantee monitoring.

Vertiv Care has a direct line in Argentina, Brazil, Chile, Colombia, Mexico and Peru, as well as coverage in the rest of Latin America. When the customer contacts the hotline either by phone or email, they receive assistance from our operators, which record the request and assign a technician to the case for follow-up with the client in person or remotely until the request is completed.

How does it work?

  1.  Vertiv Care receives calls or emails from customers.
  2. The Vertiv Care agent requests to complete a support form and contact information.
  3. The visit/quotation/technical support that the customer needs is coordinated according to the Service Level Agreement (SLA) established in the customer’s contract. A folio number is provided for tracking each call.
  4. Vertiv Care follows up with the technician and notifies the customer of the final resolution of the request.