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Please include your rack number in your correspondence to expedite request.

Main Frequently Asked Questions Page

Q: I want to book a dedicated rack. How long do I have to make payment?

A: For dedicated rack rentals, reservations can only be held for 24 hours. After 24 hours, the reservation is released and anybody can book the rack. We are sorry, we are unable to hold reservations for a longer period of time without payment. To hold reservations for longer than 24 hours, we ask for a non-refundable 5% deposit good towards the dedicated rental amount.

Q: How do I change my reservation?

A: To change your reservation please use the online scheduling system. Reservations made online can be changed using automated online scheduling system as often as needed up to 72 hours before the session start time. For changes under the 72 hour period there will be a processing fee of 50%. That means only 50% of the hours or credits used to book the rental will be credited back to your account. (For R&S, Security, and Service Provider sessions only. Contact support for Data Center cancellation policy.)

Q: How to obtain technical support if I encounter issues with my rack during a scheduled session?

A: We are here to assist you in every step of the way. Please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. as soon as possible or use the orange / green web chat bubble on the lower right hand corner of the page. Our staff closely monitor incoming support emails to provide immediate response to your issues. Please include your rack number and detailed description of the problem and if possible, console output from telnet session.

If the issue is determined to be our fault and we are unable to resolve it quickly, then we will gladly provide you with another session or extension to your rental period.

Q: How long does it take to get setup for 12 or 24 hour dedicated access?

A: Normally processing time for 12 and 24 hour dedicated access is 48 to 72 hours. In some cases we MIGHT be able to expedite the process and get rack access in 24 hours but this is not a guarantee. We will make every effort to get you setup as soon as possible.

Q: What is your cancellation policy?

A: Cancellations require 72 hour notice. For cancellations under the 72 hour period there will be a processing fee of 50%. That means only 50% of the hours or credits used to book the rental will be credited back to your account. (For R&S, Security, and Service Provider sessions only. Contact support for Data Center cancellation policy.)

Q: How do I book an 8 or 12 hour long session?

A: To book an 8 or 12 hour long session, simply make back-to-back bookings using our online scheduling system. Back-to-back bookings are continuous and will not be interrupted between sessions.

Q: What is your refund policy?

A: We do not offer refunds unless we are unable to provide you with a rack rental for the agreed upon time. If there is a problem with your session, we will resolve the issue quickly or credit your account with more rack rental time to compensate.

Q: What is the Frame Relay Switch Configuration?

A: Here is the full-mesh frame relay switch configuration for the CCIE Security workbook topologies. Hardware topology and DLCI mappings are found in the lab topology PDF for your rack. Configure "encapsulation frame-relay IETF" and "frame-relay lmi-type cisco" on individual router serial interface to bring up the FRS connections.


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