Overview

Data transfer requests are designed to let the appropriate parties in our datacenters know to expect a shipment from a user. Requests are submitted through the Customer Portal. When creating a request, keep the following guidelines in mind:

• Ensure that the device(s) being sent in association with the request meet all hardware requirements.
• If shipping internationally, provide provide return shipping labels and export documents in the package so the device(s) may be returned after the transfer period is complete.
• The carrier and tracking number for the shipment to our datacenter must be provided when completing the request. Ensure that the label has been created with the appropriate datacenter address prior to completing the request.

Follow the steps below to submit a data transfer request.

Submit a Data Transfer Request

1. Access the Data Transfer Service screen in the Customer Portal. Refer to Access the Data Transfer Service Screen.
2. Click the Order Data Transfer Request link at the top of the screen.
3. Complete each field in the Device Information section according to the table below.

   Field Name	Instructions
   Device Type	The type of device being sent to the destination. If the device type is not listed, select "Other".
   Serial Number	The serial number for the device.
   Description	A brief description of the device. Important details to include may be identifying factors such as color, labels or stickers that are attached, etc.
   Note	Any additional notes regarding the device or the transfer.
   Destination	Datacenter that will receive the device.
   Carrier	Post or express carrier used to ship the device to its destination.
   Tracking Number	Full tracking number for the shipment.

4. Complete each field in the Return Address section or select the Company Address check box to automatically populate the fields with the company address on file.
5. Select the Service Agreement Acknowledgement check box after reading each service agreement provided.
6. Click the Submit Service Request button to submit the request. Click the Cancel button to cancel the action.

What Happens Next

After submitting the request, the status for the request ticket will appear as Sent to SoftLayer. After the device is received, the status is updated to Received by SoftLayer and updated again to Connected after a datacenter technician has connected the device to our network. The initial data transfer period is to last no more than two (2) weeks. During this time, access to the device is permitted to the account administrator only. Should additional time be necessary, an extension may be requested. Conversely, if the device should be shipped sooner than two (2) weeks, a request for return may be made. When the transfer period ends, the device will be disconnected and returned to the return address provided on the initial request.