How to request datacenter access

    Prerequisites

    Requirement Description
    Active service You must have at least one active colocation or housing service with Telecu Cloud
    Verified account You must be logged in to the client portal
    Visitor data Have the identification data of the people who will enter the datacenter ready

    How to access the system

    1. Log in to the Telecu Cloud client portal.
    2. In the top menu, click Support.
    3. Select Datacenter Access.

    Upon entering, you will see two main sections:

    • My Access Requests: Where you create and manage your requests.
    • Authorized Visitors: Where you register the people who need access.

    Step 1: Register visitors

    Before creating an access request, you must register the people who will visit the datacenter.

    Important: Visitors must be registered before creating the request. It is not possible to create a request without at least one assigned visitor.

    Add a visitor

    1. Click Manage Visitors.
    2. Click the Add Visitor button.
    3. Complete the form with the visitor's details:
    Field Required Description
    Full Name Yes Full name as it appears on the identification document
    Identification Type Yes Select: National ID, Tax ID (RUC), or Passport
    Identification Number Yes Document number
    Company Yes Company or organization name
    Position Yes Visitor's job title or position
    Email No Contact email address
    Phone No Phone number with country code

    4. Click Create Visitor.

    Tip: You can register multiple visitors before creating the request. This will allow you to quickly select the people who need access.

    Visitor statuses

    • Active: The visitor can be assigned to new requests.
    • Inactive: The visitor does not appear available for new requests, but their data is preserved in previous requests.

    Step 2: Create the access request

    Once you have at least one registered visitor, you can create your request.

    1. Click My Access Requests.
    2. Click the New Request button.
    3. Complete the form:

    Visit information

    Field Description
    Visit Type Select the purpose: Tour, Maintenance, Installation, Inspection, or Emergency
    Datacenter Select the datacenter you wish to visit
    Service Select the associated service (does not apply to Tour visits)
    Start Date and Time When the visit will begin
    End Date and Time When the visit will end
    Reason Briefly describe the purpose of the visit (maximum 100 characters)
    Requires Escort Check if you need Telecu Cloud staff to accompany you

    Important: Dates and times are displayed in the timezone of the selected datacenter. Pay attention to the notice that appears on the form.

    Visit types and their requirements

    Type Minimum advance notice Hours
    Tour / Guided Visit 3 days Datacenter-specific hours
    Maintenance 1 day 24/7
    Installation 1 day 24/7
    Inspection 1 day 24/7
    Emergency 30 minutes 24/7

    Assign visitors

    1. In the visitors section, you will see the list of your active visitors.
    2. Check the box next to each person who will participate in the visit.
    3. You can use the search bar to find visitors by name, identification, or company.

    Tip: If you need to add a visitor who is not registered, click the quick add icon (+) to register them without leaving the form.

    The counter will show you how many visitors you have selected and the limits allowed by the datacenter.

    Step 3: Submit the request

    Once the form is completed, you have two options:

    • Save Draft: Saves the request to complete later. You can edit it freely before submitting.
    • Submit for Approval: Sends the request for review. Once submitted, you will not be able to edit it until it is processed.

    Important: After submitting the request, you will receive a confirmation email with the assigned request number.

    Step 4: Track the request

    You can check the status of your requests at any time from My Access Requests.

    Possible statuses

    Status Meaning
    Draft The request has not been submitted. You can edit or delete it.
    Pending The request is under review by our team.
    At Datacenter The request has been sent to the datacenter for approval.
    Approved Access authorized! You can now download your access pass.
    Rejected The request was not approved. Review the reason and you can resubmit it.
    Cancelled The request has been permanently cancelled.

    Available actions by status

    Status Actions
    Draft Edit, Submit, Delete
    Pending Request Modification, Cancel
    At Datacenter Request Modification, Cancel
    Approved Download PDF, Request Modification, Cancel
    Rejected Edit, Resubmit, Cancel

    Step 5: Obtain the access pass

    When your request is approved:

    1. You will receive an email with the access pass attached as a PDF.
    2. You can also download it from the portal:
      • Go to My Access Requests.
      • Click on the approved request.
      • In the details section, click Download Authorization.

    Tip: For best PDF viewing, we recommend using Adobe Acrobat Reader.

    Access pass contents

    The PDF document includes:

    • Request number and visit type
    • Datacenter details and authorized dates
    • List of visitors with their identification data

    Present this document upon arrival at the datacenter.

    Requesting modifications

    If you need to modify a request that has already been submitted or approved:

    1. Open the request from My Access Requests.
    2. Click Request Modification.
    3. Enter the reason for the modification (required field).
    4. Make the necessary changes in the form.
    5. Save the changes.

    The request will return to Pending status for a new review.

    Important: If you modify an already-approved request, the previous access pass PDF will be invalidated. A new one will be generated when the request is approved again.

    What to do if your request is rejected

    If you receive a rejection:

    1. Review the email or the request in the portal to see the reason for rejection.
    2. Click Edit to correct the information.
    3. Make the necessary adjustments based on the observations.
    4. Submit the request again for a new review.

    Frequently asked questions

    How many active requests can I have?

    You can have up to 10 simultaneous requests in Draft or Pending status. If you reach this limit, you will need to wait for existing requests to be processed or cancel one.

    Can I modify a visitor's details after assigning them to a request?

    Yes, you can change a visitor's details after assigning them to a request. The changes will apply to new requests; however, previous requests will retain the originally recorded information.

    What do I do if I need to add more visitors to an already-submitted request?

    You must request a modification of the request, add the new visitors, and submit it again for review.

    Does the access pass have an expiration date?

    The access pass is valid only for the dates and times specified in the approved request.

    Published