FAQ
Company Frequently Asked Questions
How many locations is Telx in?
| Telx manages Colocation Centers in 9 states with 15 sites. |
Does Telx own all of the buildings?
| Telx owns 56 Marietta Street in Atlanta, GA. In the other 14 locations, Telx is a major primary lease holder for the building Interconnection Center or its Core Interconnection Facility space. |
Why don’t you provide services to Hosting Providers?
| In some cases we certainly do, such as in 56 Marietta Street in Atlanta, GA where we lease full floors to data center and hosting tenants. For the most part, hosting providers require a lot of space and power and cooling which does not fit into our Interconnection Centers and Core Interconnection model. |
Where is Telx headquartered?
| Telx is headquartered in New York City at 1 State Street, New York, NY 10004. |
Who owns the buildings Telx is in?
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With the exception of 56 Marietta Street in Atlanta, GA which is owned by the Telx Group, 60 Hudson Street in New York City, the original Western Union building is managed by GVA Williams and 111 8th Avenue in New York City is owned by Taconic Investment Partners. The other 10 sites are owned by Digital Realty Trust, owner and manager of technology-related real estate, a public company listed as DLR on the NYSE. DLR owns the following buildings where Telx manages the Interconnection Centers:
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Who are Telx customers?
| Carriers, PTTS, International Service Providers, Managed Service Providers, ISPs, Content Providers, wireless carriers, CLECs, ILECs, BLECs, VoIP Providers, IP Exchanges, Peering Providers, Enterprises, Financial Networks, Media Companies, ancillary networks, corporate WANs, etc. Telx customers are companies who can benefit from proximity to other networks. Telx caters to a variety of clients, from large carrier network operators to enterprise network operators and everyone in between. |
How many customers does Telx have?
| Currently there are over 750 and adding new customers monthly. |
What is the CBX?
| It is our Customer Business Exchange, an annual customer event in NYC hosted by Telx with various sponors that are partners and/or customers within our Interconnection Colocation Centers. 1000’s of customers and partners gather to network with one another and close deals. |
Do you have a Network Operations Center?
| Yes, in NYC, it is managed 24x7x365. |
How do I contact Telx?
| Main office: 1.212.480.3300 Technical Support: 1.888.835.9832 (1.888.TELXTECH). |
Does Telx offer bundled solutions for multi-location deals?
| Yes, a Telx Account Executive can provide bundled location offers on an individual case basis. |
How long do cross connects take to install?
| With accurate port information, cross connects of any type can be delivered in approximately 48 hours. |
How much power will Telx allow me to install in my rack, cabinet or cage?
| Telx maintains an average of 75 watts per square foot across all facilities. A rack is considered equivalent to 6 square feet and a cabinet is equivalent to 10 square feet. Wattage allotment per square foot may vary in certain facilities based on overall usage and available cooling. |
What is the Telx Virtual Xchange and where is it offered?
| The Telx Virtual Xchange” is a term for the umbrella of services under which Telx provides customers with circuit multiplexing (“muxing”) and grooming solutions. Some applications currently supported by this platform are protocol conversions of optical circuits from SONET to SDH, muxing and demuxing of optical circuits to sub rate optical or electrical drops, circuit grooming, law conversions and wide band DCS functions. Many customers that utilize this platform save on the capital expense of procuring equipment and the associated cost to colocate and power it. This service is available in the Telx 60 Hudson Street, NYC and 56 Marietta Street, GA facilities as well as the Telx presence in the 1 Wilshire Interconnection Center in Los Angeles, CA. |
What is the difference between a Interconnection Center and a Interconnection Area?
| Telx refers to their entire space within a carrier hotel as a Interconnection Center Colocation Center where tenants locate their equipment in racks, cabinets and cages. The Interconnection Area is a subsection of that space that is passive and secure where all customer individual interconnections via cross connects take place. |
What technical support services does Telx offer?
| Telx technicians can support anything from a server reboot to the installation, turn up and provisioning of network equipment and circuits, and everything in between. Telx technical support is available 24x7x365 on an as-needed basis billed in 15 minute increments or can be purchased in monthly packages at discount rates. Telx technical support is also available in the new Telx Interconnection Center Colocation Centers typically from 8am to 8pm. These new sites are being ramped up to 24x7x365 based on demand by market. |
What type of power does Telx provide?
| Telx can provide AC power from 120v, 208v, 480v as well as -48v DC power in most facilities. |
Customer Frequently Asked Questions
When is it appropriate to use the Telx Order Portal vs. techsupport@telx.com?
| The Telx Order Portal is used for ordering new services or cross connects. techsupport@telx.com is used for testing/troubleshooting existing circuits or assistance with rebooting. |
Why would an enterprise network operator choose a Telx facility for network interconnection over their commercial property?
| There are several benefits to enterprise network operators, the greatest of which is the proximity to the carrier networks they are already utilizing. The ability to directly interconnectto these carrier networks eliminates local loop fees and reduces delivery timeframes. Enterprise operators also gain access to 24x7x365 technical support in a facility that is more secure and offers greater power and cooling redundancy than their commercial property. |
If I need to ship parts to and from a Telx site for installation what is the process?
| Please send an email to delivery@telx.com 24-hours before shipping. Please include the equipment type, number of packages and expected delivery dates within your email. **Please note all sites must be “inside delivery”. |
If I suspect there are power issues within my cage, cabinet or facility who do I need to contact?
| Please send an email to telxtechsupport@telx.com. |
If I need to have a vendor visit the site - what is the process for providing access?
| Please send the vendor listing to access@telx.com. Please include: name/company/cell phone number/work to be done and the dates the vendor will require access to the site. |
If one of my employees has been terminated from my organization how do I ensure that they can not contact Telx and request work with our equipment or access into the site.
| Please send an email to access@telx.com immediately. |
Can anyone gain access to the Telx Customer Portal?
| For security purposes and to protect our customers, Telx does not give out the authorization for ordering services within the customer portal. Each company has a primary contact that authorizes ordering capabilities; that list is them given to Lenora Avila who then provides client passwords. This portal usual list can be updated by the primary contact by emailing customerservice@telx.com. |
How do I check the status of my Cross Connect order?
| You can check the status of your Cross Connect 24x7x365 by logging into our customer portal. By using the Case # associated with your order, you will be able to view the status of your order. If you still have questions you can either email telxtechsupport@telx.com or call/email your project manager directly. |
How do I go about expedite a Cross Connect? And is there a charge associated with that?
| Only Cross connects can be expedited and that can be done when you first order it via the portal; There is a box that says "if you want an expedite it'll be $500, click here" |
What if I need to expedite my order? And is there a charge associated with that?
| Only Cross connects can be expedited. Installations such as power, connectivity, may be available for expedite but it would be on a one-off basis. Please contact your Sales Engineer or Account Manager directly for this request. |
Do you provide cables if needed? Phone lines, Ethernet, fiber jumpers, is there standard pricing?
| We have some in stock; however the request has to be initiated thru telxtechsupport@telx.com. |
Do you have a light source and meter for troubleshooting or installing fiber optic equipment? If yes, what type of connectors?
| We have testing capabilities, from Ds1-OC-N, laser and power meter; our standard connector is Sam Charley. |
Can you provide power reports of how much power is being used per rack? If yes, what is the process for requesting this info?
| Electrical contractor will have to be called in to read current power draw on customer circuits. Charges may apply. We don’t provide this type of report. |
