Cooling redundancy alarm during peak load

NorthEdge Data Centers · Escalating customer · 60 min

Case briefing

A CRAC unit in white space B has failed during a heat wave. Inlet temperatures are rising 0.4 °C per minute. The customer wants an on-site engineer immediately; your team is fully booked.

Learning objective: Prioritise incident handling and escalate correctly under time pressure

AI customer conversation

Tomás Bauer (NorthEdge) · 13:02

We are at 27 °C inlet and climbing. I need an engineer on site within the hour or we start shutting down racks.

Task checklist

Assess severity and SLA impact

Inform the on-call project manager

Agree mitigation steps with the customer

Document the escalation path

25% complete

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