An Intro to phoenixNAP’s Data Center Mission-Critical Programs, Policies, and Procedures


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PhoenixNAP takes pride in having developed a very robust comprehensive program of mission critical documents which addresses and manages all data center infrastructure activities.

Just to be sure, our Program, Policies and Procedures are the foundation for all our data center activities and, without these in place, it would be difficult to manage our data center effectively.

One of the most critical documents I want to discuss is our Method of Procedure Program or MOP Program.

The Method of Procedure document is intended to capture all maintenance steps (task breakdown) in a given maintenance activity to reduce and eliminate the risk of performing maintenance on a piece of equipment. It is a part of an overall maintenance risk management process and it ensures that all operational maintenance procedures are developed with respect to our critical facility work rules, industry standards, equipment configuration and possible system dependencies.

There are several areas we critically assess when we are creating a Method of Procedure for a maintenance activity. Some of these include:

1. Effect of MOP on Critical Facility.

In order to ensure the right outcome of MOP, the first thing we do is carry out a detailed assessment of the ways in which it can impact our equipment and our staff. This helps us ensure that maintenance tasks will not disrupt any other procedures or systems.

2. MOP Supporting Documentation.

As an overarching document that provides high-level guidelines for maintenance performance, our MOP is supported with specialized documentation that offers additional information on handling specific equipment, configurations or escalation procedures.

3. Safety Requirements.

With security being one of our primary focuses, we constantly work to ensure all our tasks and procedures are in line with the highest data center security standards. Whether it is preventive or reactive maintenance, we follow security best practices in every scenario to eliminate any risks for our clients.

4. MOP Risks & Assumptions.

Based on detailed analyses, our previous experience and industry best practices, we work to identify any possible risks and provide guidelines on how best to eliminate them. This aspect helps our staff easily cope with any challenge that may arise.

5. Detailed Procedure of Maintenance Task.

For each of the tasks outlined in the MOP, we provide step-by-step instructions to provide full transparency to both our staff and our clients.

6. Back-Out Procedures.

Developing back-out procedures is essential for maximizing uptime in our data center. With each new change or upgrade bringing a risk of failure, detailed back-out procedures enables us to minimize this risk and ensure availability of all critical data and equipment.

7. Comprehensive MOP Review & Approval.

Before it is implemented, our MOP is internally reviewed and approved by our executive management. Every update to the documentation is made in consultation with multiple experts and departments to ensure its efficiency in every possible aspect.

Rest assured our robust vetting of all our Method of Procedure documents allows us to mitigate all site planned maintenance risk so that we can maintain 99.999% uptime for all of our customers.


Bobby Pennington is the Facility Manager of PhoenixNAP Data Center with more than 30 years of mission critical expertise in a variety of different business segments and roles both internationally and in the US.


Categories: Data Center Operations