Frequently Asked Questions

EdgePortal is a white-label software that colocation and edge data center operators provide to their end customers as a self-service portal. Through the platform, customers register visits, check in on-site via QR code, announce shipments, open tickets, and accept compliance documents. All of this happens within the operator's brand and language environment.

EdgePortal does not replace a DCIM or a ticketing system. It sits in front:

• A DCIM manages racks, power circuits, cabling, and capacity, i.e. what the operator knows about their infrastructure. EdgePortal manages what the end customer is allowed to do with that infrastructure.
• A ticketing system (e.g., Zammad, OTRS, Jira Service Management) processes operational workflows in the background. EdgePortal provides customers with a structured frontend including templates, status tracking, and approval flows. Tickets are created in the existing system, not in parallel.

Compared to generic visitor management tools (Envoy, Proxyclick): EdgePortal is built for data center operations, not office reception desks.

Designed for:

• Colocation operators with multiple end customers looking to professionalize their customer service.
• Edge and regional DC operators.
• Carriers and network operators with meet-me-room or cross-connect access.
• Multi-site operators needing a unified customer experience across locations.
• Enterprise data centers aligning their operations with industry standards.
• Operators preparing ISO 27001, NIS2, or industry certifications requiring auditable access logs.

Not designed for:

• Pure cloud or managed hosting providers without physical customer access.
• Operators looking for a DCIM or ticketing system. EdgePortal does not solve that.

The portal appears to end customers entirely as the operator's own product. EdgeOps handles full operations in the background and continuously develops the platform.

EdgePortal delivers the organizational and technical evidence that auditors typically require, in machine-readable form.

EdgePortal is not an ISMS tool; it delivers the operational data that an ISMS or auditor needs. Certification itself (ISO 27001, EN 50600, BSI C5) is achieved by the operator, not the tool.

Two deployment models are available:

• Single-Tenant Managed: dedicated instance, optionally in the customer's chosen data center. Full data separation, EdgeOps manages updates and operations.
• Cloud / SaaS: hosted in Germany. Updates, backups, and monitoring by EdgeOps. Shortest time-to-live.

All models use the same code and feature set. Switching between models later is possible. Data location: no transfer outside the EU in standard operation.

Data captured per visitor:

• Name, company, role
• Contact details (email; phone optional)
• Visit period and visited area
• Confirmation of accepted compliance documents with version number and timestamp
• Check-in/out timestamps
• Optional: identity verification data (configurable)

Not captured:

• Biometric data
• Movement profiles within the data center
• Data on persons who have not requested a visit

Retention: Configurable per tenant (default: 24 months audit logs, 90 days inactive requests). Automatic deletion/pseudonymization after expiry.

Legal bases: Art. 6(1)(b) GDPR (contract performance), Art. 6(1)(c) (legal obligation), Art. 6(1)(f) (legitimate interest). DPA per Art. 28 GDPR provided by default.

EdgePortal is API-first and integrates existing ticketing systems bidirectionally. Tickets are created in the target system, status changes synchronize in both directions.

Supported integration patterns:

• REST API with OAuth2 or API token
• Webhooks for status events (created, commented, closed, escalated)
• Mapping of EdgePortal templates to custom fields in the target system

Native connectors: Zammad, Vision HelpDesk, ServiceNow, Jira ServiceDesk. Custom integrations via REST API (approx. 5 person-days).

EdgePortal does not maintain a parallel ticket database. The existing ticketing system remains the source of truth.

Standard onboarding takes 2–4 weeks:

• Week 1: Setup & Branding: Instance, DNS, white-label customization, tenant structure.
• Week 2: Content & Compliance: House rules, security policies, question sets, site/rack structure.
• Week 3: Integration. Ticketing system connection, end-to-end testing.
• Week 4: Training & Go-Live: Admin training, pilot rollout, full rollout.

What the customer provides:

• Logo (SVG preferred)
• Color codes or brand guidelines
• Custom domain with DNS access
• Finalized compliance documents
• API credentials for the ticketing system
• List of tenants and sites

More complex setups take 6–10 weeks. Specific estimate after a 30-minute discovery call.

Monthly or annual billing. Main cost drivers: active tenants and selected modules.

• Starter (1 site, up to 20 end customers): from EUR 750 / month
• Standard (multiple sites, up to 50 end customers): from EUR 1,250 / month
• Enterprise (50+ end customers, individual SLAs): from EUR 2,000 / month

• One-time setup approx. EUR 3,000
• Third-party integrations billed by effort
• On-premise hardware under EUR 10,000
• No hidden costs for API calls, webhooks, or security features

Request a specific quote via the contact page. Typical response time: 1 business day.