It’s hard to believe that another year is upon us. In the past few months Xecunet has added additional redundant power and UPS to our Frederick, Maryland facility, as well as additional rack space. In the first quarter of the new year we will:
- Roll out the IPV6 protocol to customers in 2013!
- Announce a new VPS cloud offering!
- Announce a new online portal for asset and user management!
- Roll out a new iPhone/Android App for our co-location customers
- Biometric Hand-Geometry readers
We look forward to sharing in-depth information regarding these announcements in the coming weeks!
This past weekend I took a trip up to Maine to attend a family reunion. I’m a big fan of Hampton Inn because you can find them in a lot of the smaller cities I tend to go to. The rooms are always nice, and you get free breakfast in the morning (nom nom). This particular property was brand new. You could still smell the paint in the hallways! I’m pretty sure I was the first person to sleep in this particular room. Hampton Inn always exceeds my expectations and in return I have been a loyal customer throughout the years.
I noticed a rare misstep as I was checking out yesterday and I thought I would share the experience and tell you where I feel they went wrong…
As I was waiting in line I overheard a discussion between one of the women working behind the desk and the hotel manager. A customer had apparently booked a room online through Expedia and was calling to confirm their reservations. The woman behind the desk had informed the customer that although their reservations were not showing up in their system she would honor the Expedia pricing and talk to her manager about making sure it was taken care of. Fantastic right? This is where it all goes wrong. The manager proceeded to instruct the front desk agent that they were no longer accepting Expedia reservations because the price Expedia was paying them was” just ridiculous.” Furthermore, she told her not to worry about returning the guests call because they would “call back on their own” (WHAT?!?!) and that if they did call, not to honor the price. (what!?)
Why they wouldn’t just explain to the customer that, although they were no longer accepting Expedia reservations, their business was so important they would honor the price and reservation is puzzling. Maybe Hampton Inn would have made less money on the reservation, but they potentially would have obtained a new customer and the outstanding customer service would have built loyalty. The issue is clearly between Hampton Inn and Expedia, however, the customer is the one paying the price. It also teaches this particular staff member that the customer just isn’t that important. Even in peak times, most hotels only enjoy a 75-80% average occupancy rate. They likely could have easily given this guest a one-time deal and made money off of it. And lastly, why have this conversation in the lobby in earshot of their customers?
Our mantra at Xecunet is that our most important product is customer service. This is something that is repeatedly said in staff meetings, staff correspondence and during training. We have always felt that the key to building our business and creating customer loyalty is by focusing on customer service before and after the sale. Our ability to thrive through two recessions and nearly 15 years of business shows our philosophy works.
Frederick, Maryland – April 18th 2012
Xecunet a full-featured colocation provider; today announced that it has successfully completed a Statement on Standards for Attestation Engagement No. 16 (SSAE 16 or SOC 1) Type II audit for their Colocation Data Center solutions. SSAE 16 effectively replaced SAS 70 on June 15, 2011. SAS 70 was an internationally recognized auditing standard developed by the American Institute of Certified Public Accountants and the new SSAE 16 standard comes with additional requirements for service organizations. A SSAE 16 audit is performed by an independent auditing firm and examines the controls and processes involved in storing, handling, and transmitting data securely. The successful completion of the voluntary audit illustrates Xecunet ongoing commitment to create and maintain the most stringent controls for the protection and security of its customers’ confidential information. More information about Xecunet and their services can be found at www.xecu.net.
The rigorous Type II audit, which included detailed testing of Xecunet controls, was performed by an independent licensed Certified Public Accounting firm that specializes in conducting SSAE 16 audits. The auditor examined Xecunet controls related to their physical and environmental security and network monitoring services supporting the Data Center colocation solutions. Xecunet received a Service Auditors’ Report with a clean opinion and no exceptions were noted during testing, demonstrating that Xecunet’s policies, procedures, and infrastructure for data protection, security, and confidentiality met or exceeded the stringent SSAE 16 criteria.
“The successful completion of our SAS 70 Type II audit provides our customers with the assurance that the controls and safeguards we employ to protect and secure their data are first-rate and only strengthens Xecunet’s position as a regional leader of co-location services.” said Dallas Kincaid – Operations Manager of Xecunet.
SSAE 16 audits have become increasingly important for data-handling service providers since the passage of the Sarbanes-Oxley legislation, which requires a company’s business partners to have adequate internal controls. Xecunet’s customers can easily incorporate its Service Auditors’ Report in their Sarbanes-Oxley compliance programs as proof that appropriate controls are in place. The SSAE 16 audit can also help Xecunet’s customers to comply with other regulations, including HIPAA (Health Insurance Portability and Accountability Act), GLBA (Gramm-Leach-Bliley Act of 1999), and ISO 27001.
About – Xecunet:
Xecunet, founded in 1998, is a full-featured co-location and IT service provider based in Frederick, Maryland. Xecunet owns and maintains its own data centers and also offers high-capacity Internet services in thousands of locations throughout North America, Europe, and Asia. Xecunet also offers cable manufacturing and VoIP telephony services. Whether you’re looking for simple, dependable, high-speed access or complete communications solutions for your organization, Xecunet has the capabilities and experience to design, launch, and maintain it.