Data Centre Hosting/co-location Supplier of the Year
What are your company's key distinguishing features and/or USP?
Telehouse is a world-leading secure, resilient and carrier-neutral data centre operator and co-location provider with over 40 sites in 18 countries around the world, each strategically placed to offer customers maximum data centre connectivity potential. Telehouse boasts one of the world’s most highly connected networks of carriers, ISPs, internet exchanges, cloud service and data centre providers. The operator has over 3,000 customers worldwide to which it upholds a 99.999% uptime service level agreement.
One of Telehouse’s key USPs is its unrivalled experience and expertise having first established itself in the industry since 1988. The organisation has been providing connectivity to businesses across the UK and Europe for over 30 years. It is trusted by industry leaders worldwide including leading carriers, enterprises, and service providers.
As the first home of the London Internet Exchange (LINX), Telehouse is where the world’s data centre traffic meets. The company’s London Docklands campus is Europe's most connected data centre facility, operating four data centres and is the continent’s first carrier-neutral colocation facility.
Ciaran Power, senior datacentre engineer & technical sales of UK Dedicated Servers commented: “The primary reason for being in Telehouse is connectivity. A large portion of the UK’s internet traffic passes through that site so it was a logical move to have a presence. The connectivity options are second to none.”
Telehouse South, a substantial Telehouse investment, is currently being extensively refurbished close to the Docklands campus to support the growing demand for secure, resilient, colocation services as well as access to leading cloud players and managed services. The new facility will provide over 31,000 square metres of colocation space over six floors with the first floor opening to customers in early 2022.
What tangible impact has your company had on the market and your customers?
When other operators had to scale back their operations through the pandemic, Telehouse kept its operations running, maintaining business as usual operations for its customers. The organisation has also maintained its normal staffing levels throughout the pandemic to support its customers while many other operators have scaled back their services and operated with skeleton staff.
Telehouse’s value to its customers has been clearly demonstrated throughout the pandemic, delivering a record number of services including unlimited round-the-clock remote hands technical support, engineering projects and operational services. To support customers whose workforces had to adapt to homeworking, Telehouse also increased bandwidths to facilitate efficiency and productivity.
Service delivery data shows that Telehouse delivered a record number of interconnections between April 2020 and April 2021. The volume of interconnects spiked significantly from a typical rate of 600 to over 1700 in July and 2700 in October 2020. These are unprecedented levels that have maintained Telehouse’s customers’ ability to provide the high level of service expected by their users.
The data also reveals that there was no drop off in Telehouse’s capability to deliver on its customers’ requirements throughout the pandemic. Service request volumes reached 30% higher than usual as the year progressed before a natural drop off ahead of Christmas.
What levels of customer service differentiate you from your competitors?
Telehouse places customer experience at the heart of everything it does. To support the claim, last year the company created the position of Senior Customer Experience Director and promoted former Sales Director, Mark Pestridge, to the role. Mark’s focus is managing relationships with Telehouse’s clients and the creation of not only his position but creating a full team to support him has enabled the business to excel in this department over a potentially challenging period such as 2020.
Telehouse partner IX Reach are a beneficiary of Telehouse’s exceptional customer service standards. CEO Stephen Wilcox commented: “I value the relationships I have developed with some of the people who make the company so special. It is always a pleasure to deal with the Telehouse team who are all highly professional while also being easy to deal with.”
The pandemic highlighted to Telehouse the importance of constantly looking for ways to improve the customer experience and providing seamless end-to-end journeys and collaboration opportunities that help customers achieve their goals faster and more easily. Mark and his team are dedicated to fostering a deep understanding of Telehouse’s customers’ ambitions and do this to ensure they are able to work together to achieve the long-term objectives of the business.
Tim Anker, formerly colocation director at Amito, a Telehouse customer, recently commented: “We know the individuals at Telehouse very well and one of the most important aspects in selecting the company is its stability – the stability of the team and of the Telehouse model.”
What are the major differentiators between your company and your primary competitors?
In 1990 Telehouse opened Telehouse North, its first London data centre and became Europe’s first colocation provider. The organisation continues to be a pioneer and innovator, helping to shape the growth, future and sustainability of the sector. Its London Docklands campus is Europe’s most connected data centre facility and the organisation has over 40 data centres worldwide currently serving over 3,000 customers.
The location of Telehouse’s facilities is not to be underestimated and is a key differentiator for its customers and partners. IX Reach’s Wilcox said: “One of the best things about working with Telehouse is that they have the right locations”.
Anker commented further: “There is so much evidence to support the leading proposition offered by Telehouse. For example, the high proportion of LINX ports in the Telehouse London Docklands campus. Telehouse’s ongoing investment and expansion is very important for Amito.”
Telehouse’s data centres are also powered by 100% renewable energy and have been doing so for almost a decade, being recognised with a DCS award in 2017 for Data Centre Energy Efficiency Project of the Year. Carolina Uribe is Telehouse’s Energy and Environmental manager, whose unique role is dedicated to working with government bodies and regulatory agencies, ensuring the company is continually innovating its green initiatives.
Its data centres also offer low-latency connections to a range of partners including leading internet exchanges and cloud service providers and direct, resilient links to Microsoft Azure ExpressRoute and Amazon Web Services Direct Connect.
Telehouse is the host of the LINX and became the first global colocation provider to host the Olympics Broadcasting Service Platform. The London Docklands campus is a Microsoft Azure ExpressRoute location.