The CoreSite Operations Support Center (OSC) serves as the central command point in the colocation data center, monitoring data center systems 24x7x365 to quickly identify and mitigate issues that can impact the availability and high performance of customers’ critical infrastructure.
As data from the 2026 State of the Data Center Report shows, “IT leaders are increasingly prioritizing uptime, security and low-latency performance as drivers of modern infrastructure strategy.” CoreSite’s OSC plays a key role in supporting these requirements, making it an essential part of an organization’s infrastructure and business continuity plans.
CoreSite’s OSC has four core functions:
1. Monitoring critical infrastructure. The OSC is responsible for round-the-clock monitoring of all data center infrastructure, including power and cooling equipment, connectivity feeds and security systems, across CoreSite’s 30 interconnected data centers to ensure systems and networks always remain available. When our automated monitoring systems detect an infrastructure or connectivity issue or our team identifies an anomaly, the OSC immediately evaluates the issue before quickly moving into incident management mode
2. Managing incidents. The OSC investigates every system alarm to isolate the source of the alert and determine its risk level. After assessing the situation, we engage the data center operations team at the incident site to resolve the issue. In the case of a connectivity issue, we may also contact the appropriate network provider. While customers own and manage their own IT equipment, the OSC and field operations teams work together to maintain the performance and availability of all data center systems. The OSC manages the issue through resolution, keeping customers apprised of the progress along the way.
3. Provisioning interconnections. The OSC also supports customer connectivity by processing, engineering and provisioning the necessary interconnections. This layer of customer support assures our customers can connect to the providers, partners and customers they need to operate their businesses.
4. Supporting customers. The OSC serves as the first point of contact for customers who are experiencing issues and are unable to travel to the site to address them. Customers who contact CoreSite for assistance — whether by phone, email or a support ticket — are directed automatically to the OSC, where the concern is reviewed and forwarded to an on-site data center field operations technician to manage.
The careful oversight of the OSC and intervention of our data center technicians maintains the integrity of our data center infrastructure and allows businesses to operate uninterrupted. This is important as unaddressed system degradations or outages can impact business productivity and disrupt the digital services end users rely on, whether for streaming services, completing an online financial transaction or utilizing real-time navigational routing for an ambulance driver.
Redundancy is also built into the OSC. CoreSite operates two regionally diverse, mirrored OSC locations — on the East Coast and the West Coast — to guarantee the OSC is always open, staffed and monitoring all infrastructure and network systems in real time. These locations are also video-connected to enable communication and coordination between the sites.
Delivering always-available, smooth-running digital infrastructure for customers requires uniquely knowledgeable and skilled people. CoreSite’s OSC is staffed with highly qualified and technically trained infrastructure and network technicians, many of whom have 20+ years of industry or connectivity experience.
CoreSite’s OSC runs 24x7x365 to meet our customers’ SLAs for uptime, high performance, security and interconnection.
Our infrastructure team focuses on the proper functioning of data center systems including power, cooling and security, while our network team oversees the status of our industry-leading connectivity infrastructure — from internal and local connectivity to external, multi-site interconnection. The team is also cross-trained to deepen team capabilities.
The OSC team is acutely aware that our colocation customers have put their trust in us to deliver 100% uptime SLA. Our customers’ success depends on our attention to detail and our speed of resolution. The education, industry certifications, internal training and long tenure of our team help customers feel confident that this trust is well placed.
The OSC’s role goes beyond monitoring systems and coordinating incident response and resolution. We are also responsible for communicating with customers throughout the resolution process.
The OSC operates transparently. From the time of an initial alarm through resolution, the OSC remains in constant contact with impacted customers. We communicate openly through our incident notification broadcasts to provide them with the status of the event and what we’re doing to minimize risk and protect their environments. This level of communication ensures customers know what is happening, even if the issue is minor or the likelihood of the event impacting them is low.
CoreSite emphasizes strong customer experiences, and we operate our always-available OSC with their expectations, SLAs and business-driven requirements in mind. We pride ourselves on our speed of response, the thoroughness of our issue investigation and our high level of customer service.
The OSC plays a mission-critical technical role in our customers’ operational integrity. Our accessibility, responsiveness and customer focus help strengthen and maintain customer relationships. This makes the OSC an integral piece of CoreSite’s customer success team. We recognize that the availability and performance of each customer’s deployment is in our hands, and we take that responsibility seriously.
Learn more about CoreSite’s OSC and see our teams in action in our videos: What is an Operations Support Center in a Colocation Data Center? and How the OSC Supports Customers in a Colocation Data Center.
Reach out if you’re ready to partner with CoreSite as your data center infrastructure provider.