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2 Content Index 1. General Location and Building Telecommunication Feeds Electric Power Climate Control Safety and Security Internal Procedures... 11

3 General Costa Rica Servers is a division of Sistemas Edenia Internacional S.A. a Costa Rican IT company founded in 1987 as the country s first BBS service. As the online world progressed towards the internet Costa Rican state-owned telecom monopoly ICE provided the country with internet access via its sole ISP Radiografica Costarricense (RACSA). We have since then developed a long history of partnership with Costa Rica s largest ISP, RACSA. Costa Rica Servers maintains lease contracts of datacenter space on the 3rd floor of RACSA s main building in San Jose, our administrative offices are located 2 blocks from the datacenter. RACSA provides the datacenter with security, connectivity and power feeds while Costa Rica Servers provides hardware infrastructure management, 24/7 English speaking support, service and network monitoring. With decades of hosting experience acquired we have evolved to serve very demanding customers in over 30 countries. Costa Rica Servers offers the following services: Server Co - Location Dedicated Servers Virtual Private Servers Shared Hosting Services Domain Registration Services In addition Costa Rica Servers has demonstrated experience providing the following services: Communications Administration, ASA, VPN etc. Microsoft Infrastructure, AD, Patches, SO, etc. Backup Management. Hardware Infrastructure Management. Administration and Maintenance of SQL Data Bases. DNS server admistration. Remote Administration Services. 3

4 Location & Building Exact Address: San José Avenida 5, Calle 1 Coordinates (Lat./Long) lat= , lon= Date Built: 1988 The seven story building, that houses RACSA exclusively, is centrally located in downtown San José. The third floor has been designated mainly for infrastructure, which is where the datacenter facility is located along with the RACSA NOC, other tenants and other state telecom infrastructure. The RACSA building has parking available for authorized personnel, additionally Costa Rica Servers has acquired fixed parking spots in an nearby parking lot. There is widely available public transport in and out of downtown San José. Several major highways terminate nearby including the main highway to the Atlantic coast (route 32) which terminates a few blocks from the building. Occupants of adjacent buildings / offices North-NorthEast: Numar Building / National Power Company (CNFL) East-Southeast Commerce South-Southeast National Power Company (CNFL) West -Northwest ICE/ Parking Lot Approximately 50% of the third floor is used as datacenter space and fitted with a raised floor and structured cabling, the remaining area is utilized as NOC space, office space and includes an unused area for raised floor expansion. Costa Rica Servers Co-Location space is located adjacent to datacenter space used by other tenants and space allocated for RACSA infrastructure. Internal datacenter walls are modular division panels that separate allocated spaces, exterior walls are concrete. All equipment is placed inside locked rack space. 4

5 Datacenter Floor Plan 5

6 Telecommunication Feeds Network Redundancy Fiber optic connections reach Costa Rica on both coasts via three submarine cables that provide the majority of bandwidth to Costa Rica. Access to all three backbones, ACOS-1, MAYA-1 and Pan American Crossing (PAC), provide real time fail-over and redundancy at the facility. Direct connections to upstream carriers (Columbus Networks, Sprint, Level 3 Communications and XO Communications) grant that no single point of failure is present in network as connections. The network employs BGP to assure all traffic reaches its destination if one connection fails. These routes from suppliers to the datacenter do not share equipment or exit routes. Communications transport to international connections is made fully redundant and supported in two locations, the main building in San Jose and the Teleport in Calle Blancos, approximately 7 kms away. Costa Rica Servers benefits form this connectivity infrastructure, which includes private peering network connections to major Internet carriers. These private peering arrangements allow the network to quickly and efficiently exchange packets of data with every major backbone carrier in a one-to-one environment. Network Reliability Within the RACSA network, circuit failure is virtually eliminated. We have backup network routers, switches, hubs and servers to avoid hardware failures. We use only the most reliable network products, our routing network is 100% Cisco Systems and Sun Microsystems. Network and servers are monitored 24/7 for unusual patterns to prevent problems before they occur. Other Services: Bandwidth availability: Costa Rica Servers currently offers dedicated bandwidth up to 600Mbps. Satellite access: Available via RACSASAT as a service provided by ISP. Microwave connectivity: Available as a service provided by ISP. 6

7 Electric Power Our datacenter is located within Costa Rica s only subterranean power grid, local power is supplied via redundant connections. If local power is lost, auto switched Caterpillar 3412 power generators and centralized Uninterrupted Power Supply systems provide (40 KVA) power for uninterrupted operation. Diesel fuel is kept on site to operate the generators for several days. Every major part of the emergency power system has a redundant equivalent and both are regularly serviced and tested to ensure that they will function flawlessly in the event of a power loss. Connected to multiple sub stations? YES Multiple transformers? YES Lightning protection? YES Uninterrupted Power Supply UPS RACSA has multiple UPS facilities in the building that are exploited for the benefit of colocation service. The datacenter has independent feeds for each of its two power circuits. Each of these UPS have a model of fault tolerance of N +1. UPS are fed by the public power system and if necessary by or electrical generators. Transfer of these two services is fully automatic, two electrical generators feed each emergency circuit that power data center equipment. Power Feeds and Off-line power capabilities: Redundant Uninterrupted Power Supplies (40 KVA) connected through a Dual Input configuration for complete failover. Dual Diesel Power Generators (530 KVA - Caterpillar 3412) as main power and backup unit. 7

8 Climate Control The data center s climate control systems are totally redundant. Featuring two main chilled water cooling systems for rack ventilation and five split units for the data center environment. Temperature is controlled along with humidity control and air filtering, maintaining a dust free and consistently cool environment. The facility features raised flooring which enables a constant flow of cool air and helps to maintain uniform room temperature at all times. In addition, raised flooring reduces static and ensures a computer-grade environment for servers. Acclimatized data center room with 2 independent air stations, both stations with backup units. Air provided via false floor and with direct discharge to the outside. Environmental controls monitor temperature, humidity, airflow, and cleanliness. Data Alarm Processor (DAP II) provides component run times and alarm history. Realtime Temperature and Humidity Monitoring. 8

9 Security & Safety The datacenter facility is protected 24/7/365 by an experienced team of security officers. Magnetic access cards restrict entry into the data-center and all racks are locked with a specific key required to open each one. Access to servers is permitted only to a select few technicians. Facilities are also under constant video surveillance and a detailed log of employee and visitor activity is kept. Main Security Features 3 Level Security to Hardware Racks. Armed Security Officers at entrance of building. Metal detectors at building entrance. Magnetic ID card for authorized personnel access. Locked Rack Doors only technicians can access. CCTV installed all through the facilities. Detailed log of all activity is kept. Access controls Automated access control system prevents entry by unauthorized personnel and records the inflows and outflows of authorized personnel. As well as monitor the time doors are kept open. Staff are granted different security levels of access to the building and a magnetic key is required for staff to access the facilities. Each rack has a physical key that is delivered to the technician when required. Video surveillance is undertaken from the building entrance through security check-in, elevators, datacenter entrance, and within the datacenter there are 12 cameras monitoring personnel access to sensitive areas. 9

10 Safety The facility has a monitoring room that works 24 hours a day, 365 days a year, this personnel is responsible for identifying any abnormal situation that may arise, and to notify the relevant institutions, staff and emergency brigade of that event. The building construction meets all occupational health and safety requirements including compliance with anti-seismic norms specified in Costa Rica Seismic code (CSCR-86). Safety zones and emergency exit routes have been marked. Emergency lighting is also installed throughout the building and tested regularly. Flood Risk: NO Avalanche: NO Roadblock Risk: LOW Nearest Hospital: 1km Emergency procedures A selected group of employees have volunteered to form part of a permanent brigade that has been trained and is dedicated to respond to day to day risks identified within the company. With the main objective to safeguard the integrity of employees as well as those who visit the facilities, and as a second objective to safeguard the assets of the company, as well as other partners and customers who hold any assets within the facilities. Fire Fire suppression system: The Data Center is equipped with smoke detectors and has a fire alarm system. No automatic fire suppresion is in place, manual fire extinguishers are available in the datacenter and throughout the building. Distance to nearest fire station: 800m north in RACSA facilities in 8 min (approx.) peak hour. Fire hydrants: The building has its own fire hydrant and automatic water pump capable of 160,000 liters (2.5 hours approx.) There is a city hydrant 20 meters from the building on the northeastern corner. 10

11 Internal Procedures Entry regulations and controls All staff must carry their identification cards and government ID to present to the security officer and undergo standard security inspection upon entering the building. Each staff member granted access to the datacenter will hold one personal magnetic key for building and room access. All keys to individual racks are kept on site at the security office. Authorized personnel must request rack keys at the security office. All staff must sign the key register. After exiting the datacenter all keys must be checked in prior to leaving the building. Leaving the premises with rack keys is prohibited. A maximum of 6 people are allowed simultaneously into the co-location facility. No liquids or food items are allowed into the datacenter. Visitor Access To access collocation facilities all unauthorized personal must present a government issued ID to be registered by the receptionist and receive a visitor ID badge, Visitors must then sign the visitors register provided by the security officer. Visitors can only access the datacenter during office hours 7:00-16:30 on weekdays only and must be escorted at all times with an authorized staff member. Equipment Entry and Withdrawal Regarding equipment entry and withdrawal during working hours, staff must send a formal note to the co-location services manager to enter or withdrawal during working hours. This request must include Customer name, Rack Number, details of quantity, description, brand, model number, serial numbers, and name and ID of authorized staff who will install / remove equipment. Security officers will be informed of equipment entry or withdrawal and equipment inspection and approval for entry or exit is performed by a security officer. 11

12 24 x 7 operation / Out of hours procedures Only authorized staff can access the facility outside office hours. If equipment entry or withdrawal is necessary outside office hours, authorized staff must complete the respective form with the head security officer s approval. This is a case of exception only allowed under duly-justified cases. Authorization of contractors Contractors must fill out appropriate forms which must be approved by the colocation services manager and head of security including description of work to be done and schedule. Cleaning personnel must register at the security office to obtain datacenter access during cleaning hours. Handling of alarm notifications, both technical and security Costa Rica Servers has implemented an automated system that monitors the health of systems and services running in the datacenter and alerts of any abnormality detected. Appropriate staff on call is contacted and dispatched if necessary. News gathering for customer communication is undertaken and communicated to support staff throughout the duration of the incident. Customers can request an incident report after the event. 12

13 #501 Edificio Trifami Avenida 1, Calle 2 San José, Costa Rica P.O. Box USA Toll Free: Phone:

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