Customer Manual. for colocation customers of M247 Ltd. v Classification: A (Public)

Transcription

1 Customer Manual for colocation customers of M247 Ltd v2.1.0 Classification: A (Public) M247 Ltd 1 Ball Green Stretford, Manchester M32 0QT T +44 (0) F +44 (0) support@m247.com

2 Table of Contents Welcome to M247 Ltd 3 Access 3 Help desk Access Access On Arrival Emergency Access Visitor/Third Party Access Photographic ID Access Permissions Access Denial Access Fobs Opening of Racks Drugs and Alcohol Delivery Procedure 4 Notification of deliveries Confirmation of delivery Collection of deliveries Unexpected deliveries Storage of deliveries & charges Courier Collection Procedure 5 Technical Support 6 Remote Hands Emergency Remote Hands Raising a Remote Hands Ticket Additional Services 6 Cabling Colocation Customer Manual 1

3 Cabling within Cabinets Cable Requests Delivery Lead Times Hardware Installation Lockers Customer Build Room M247 Ltd Site Acceptable Use Policy 8 General Use of the Data Centre Customer Cabinets Equipment and Connectivity Shared Facilities Fire Regulations 10 Risk of Fire - Combustible Materials Fire Detection/Suppression Fire Evacuation Procedure Fire & Other Alarms Fire Assembly Point First Aid Electrical Equipment Work Permits 11 Permit Requests How to find us? 11 Getting here by public transport Appendix A: Cabling 13 Good Cabling Bad Cabling Colocation Customer Manual 2

4 Welcome to M247 Ltd We are thrilled that you have chosen to colocate in our data centre. This manual is to help you get the best colocation experience. We offer many unique facilities to our customers including lockers, a comfortable break room and a dedicated build room. Our aim is to make your time on site as straight forward and comfortable as possible. Access Help desk Access To request access you should submit an access request via the support system. You will need to be authorised for the account to request access, the account holder can grant additional persons permission to request access by submitting a support ticket. Simply visit Choose to Submit a Ticket Select the Access Request department Fill in the form providing the following information Account Number Name of visitor(s) Company name of visitor(s) Date of access Number of days for access (1 if omitted) Access Alternatively you can send an to access@m247.com including the information detailed above. Acknowledgement and subsequent confirmation or denial of the access request will be sent via . We require that 24 hours notice is given for all access requests. On Arrival Visitors to the site must raise a member of staff through the intercom on the gate and provide their access request code. On production of a valid access request code the visitor will be allowed access to the parking area. Once parked, visitors should proceed to the main building entrance and use the intercom to summon a member of M247 Ltd staff to allow them entry to the building. You will be escorted upstairs to reception where you will be asked to show photographic identification and sign the visitors log before receiving an access fob which will allow access to the data floor. Customers will be escorted around the building if they have equipment in an area that is shared with other customers, ensuring a high level of security. On a customer s first visit to the data centre they will be entered into our building access control system, this includes taking a digital picture of the customer to prevent impersonation. All visitors must inform staff they are leaving the site and sign out prior to leaving the building. Emergency Access Procedures are the same as for normal access, but permits a shorter notification period. Should this period be repeatedly abused the offender may be banned, or charges may be incurred at the rate of 25 per incident. Visitor/Third Party Access Authorised personnel for an account may request access on behalf of a third party as detailed using the normal access procedure. Photographic ID We will accept the following forms of photographic identification Valid Passport Driving Licence If you cannot provide, on request, valid photographic identification you will be will denied access to the site. Access Permissions All colocation customers are required to complete and maintain a Colocation Access Form for their organisation which identifies their specific named contacts and associated data centre access permissions for each individual. Authorise access list changes Request access for self Request access for others Request Deliveries Collect Deliveries Request Remote Hands The customer should make any necessary changes to their Colocation Access Form and return to M247 via to access@m247.com. The will only be accepted if it comes from a user with permissions to Authorise access list changes. Colocation Customer Manual 3

5 Access Denial There are a number of reasons for which an access request might be denied. Upon receipt of a request denial please check the following All invoices are paid and no outstanding balance You are an authorised contact for requesting access If none of these requirements preclude you then please get in touch with us via the access request to obtain clarification. Access Fobs Lost fobs should be reported immediately to a member of M247 Ltd staff who will ensure they are deactivated. Fobs are only to be used by the person to which they are assigned, they are not transferrable. Fobs are the property of M247 Ltd and must not be taken offsite. They are valid for single day use only and must be returned to a member of M247 Ltd staff prior to leaving the site. Opening of Racks All customer racks are locked by way of a 3-digit numerical combination code. It is the customer s responsibility to keep a record of this code and ensure any visitors requiring access to their rack(s) are aware of this 3-digit combination lock code. M247 will not open racks on behalf of any visitor who is unaware of their rack lock code. M247 Helpdesk can set and change this combination code on behalf of the customer. Drugs and Alcohol Drugs and alcohol are prohibited at the data centre and M247 Ltd reserves the right to deny access to any person who is, or appears to be, under the influence of drugs or alcohol. Delivery Procedure Notification of deliveries When sending any packages to M247 Ltd or any of its sites a delivery notification must be sent. To do this you must raise a delivery ticket at with the following information Account Number Sender Name Number of items Contents Weight of items if greater than 20 kilograms Expected delivery date (or window) Courier company if known Confirmation contact details (optional) You may alternatively this information to deliveries@m247.com which will open a ticket for you. Please note that notification of ticket receipt does not qualify as acceptance of the delivery notification. A separate acknowledgement of acceptance will be sent once the request has been processed by M247 Ltd staff. Provided all of these details are acceptable a delivery number will be issued. You should then address the packages to Company or Customer Name DN: Delivery Number c/o M247 Ltd 1 Ball Green Stretford Manchester M32 0QT If there is more than one package being sent then all packages must bear the delivery number and also be numbered, eg 1 of 3. All deliveries accepted by M247 Ltd staff on behalf of the customer involves charging 15 minutes of remote hands time. If a delivery is received without a ticket then the charge will be 30 minutes of remote hands time. Heavy or large deliveries may incur additional remote hands charges. Be aware that we do not have the equipment required for unloading pallets, ensure your courier is capable of doing this. Colocation Customer Manual 4

6 For overseas deliveries the customer is responsible for any VAT or Customs charges incurred. These may require payment prior to couriers dispatching goods to M247 Ltd. M247 Ltd reserves the right to refuse deliveries which are not properly labelled, have not been advised or are not safe for handling by our staff. Confirmation of delivery Deliveries will be confirmed via the original delivery notification ticket. Additionally if a confirmation contact has been specified then that person will be notified by the requested means. Collection of deliveries Deliveries may be collected from reception 24 hours a day by any authorised personnel. You will need to quote the delivery number when collecting the deliveries and sign the delivery book. Deliveries should be unpacked immediately, flat pack boxes and dispose of all packaging in the bins outside. Account Number Number of items Contents Weight of items if greater than 20 kilograms Expected collection date (or window) Courier Company As with delivery notifications you may alternatively deliveries@m247.com with the above details. Again please be aware that notification of ticket receipt does not qualify as acceptance of the delivery notification. A separate acknowledgement of acceptance will be sent once the request has been processed by M247 Ltd staff. Remote hands may be used to package items for collection. The cost of this is on a case by case basis. Any labels or address details which need to be affixed to the package must be specified. In the case of labels these must be provided in PDF or an image format. Unexpected deliveries For urgent or unexpected deliveries please mark your request as high priority and/or call the site directly on We will try to accommodate any unexpected deliveries but acceptance is at the discretion of M247 Ltd. Storage of deliveries & charges Deliveries which have been accepted by M247 Ltd are locked in a secure store room. There is no charge for the first 7 days of storage. After 7 days the following charges apply: 10 /box /day up to 15 days 25 /box /day up to 30 days 50 /box /day up to 60 days After 30 days, notification of collection is required 24 hours in advance and full payment of storage charges before packages will be released. After 60 days any packages will be returned to the sender at the customer s expense. Courier Collection Procedure When arranging for items to be collected from M247 Ltd or any of its sites a collection notification must be sent. To do this you must raise a support ticket at support.m247.com/ with the following information: Colocation Customer Manual 5

7 Technical Support M247 Ltd provides round the clock technical support. Our technicians are always available to provide a wide range of services and support to our customers. Our technical support staff are responsible for the management of the site. Their duties include: Explanation of Health and Safety guidelines Explanation of Data Centre regulations and best practices Authorisation of customers visiting the data centre Receipt of deliveries (with or without customer staff present) Working with customers regarding equipment installations at the site Providing access for: Maintenance Agents and sub contractors Customers and their personnel Remote Hands Should you require physical action by a member of M247 Ltd staff in relation to a support request an instance of remote hands will be raised. Remote hands is defined as any instance where interaction with customer equipment is required, where actions are taken to precise customer instruction, and the responsibility of the outcome of those actions remains with the customer. The following activities are covered by, but not limited to this service: Reset, reboot and power cycling of customer equipment Check/Replace of patch leads and panel connections Visual inspection of equipment such as status lights Cable tracing Replacement of hot swappable components using spares provided by the customer Connection of KVM equipment to customer hardware Tape rotation and storage Remote hands is available by ticket request 24 hours a day and your contract will stipulate included time and rates for additional time. Emergency Remote Hands In the event of emergency remote hands being required a ticket should be raised as with non-emergency support. You should then contact support by telephone and provide the ticket number of the request. M247 Ltd reserves the right to levy charges for repeated abuse of the emergency remote hands procedure. Raising a Remote Hands Ticket Simply visit Choose to Submit a Ticket Select the M247 Support department Fill in the form providing the following information: Account Number Urgency of request Cabinet label Equipment label Once the ticket has been raised: Precise instructions of what is required You will receive an including the ticket number of your request You will receive a ticket response when the work is beginning You will receive a ticket response when the work has been completed If the technician requires additional instructions or has any complications with the instructions provided further details will be requested via ticket response. Additional Services Cabling Customers are permitted to cable only within their own cabinets. All other cabling between cabinets and within the rest of the data centre must be performed by M247 Ltd engineers. Cabling within Cabinets Customers are permitted to perform cabling between devices within their cabinet. When doing so care should be taken to ensure that cables are routed such that no obstructions are introduced which impede equipment exhaust air flow. Minor obstructions in air flow can have a detrimental effect on equipment cooling performance. If you are unsure how best to route network and power cables within a cabinet you may seek advice from M247 Ltd staff. Examples are provided in Appendix A. Colocation Customer Manual 6

8 Cable Requests Cable requests may be raised by any authorised customer personnel. A ticket will need to be raised as a remote hands request detailing the following additional information: Where the cable needs to run from and to Type of cable required, eg fibre, copper, etc Once the request is received, a quote for the work will be issued and the request will be confirmed on receipt of a valid purchase order. Delivery Lead Times We will aim to complete all cable installations in the shortest possible time. The target delivery time for up to 8 cables is 5 working days. For larger quantities of cables please contact support for details. Please allow extended lead times for specialist cabling requests. The lockers are a fairly unique feature service aimed to improve our customer s experience. Customer Build Room There is a dedicated customer build room, this provides a far more effective building area for our customers than the data floor itself. Customers can simply use the build room as they need when on site. The build room has meters for customers to check on the amount of power they draw before installing in racks thus enabling them to estimate power usage. Please be aware that servers do draw additional power under load. Hardware Installation It is the customers responsibility to organise the physical installation and cabling of their equipment. M247 Ltd understands that coordinating this can be difficult and so as an alternative can arrange for installation and cabling of equipment on the customers behalf. To provide this service the customer must: Arrange delivery of the hardware to the M247 Ltd data centre according to the delivery procedure Provide detailed instructions including: Form factor (U) of the device(s) Data cabling requirements between devices Any device specific instructions If the hardware is being dispatched from a supplier please also include device labeling requirements, otherwise we ask that customers label their equipment prior to dispatching it to M247 Ltd. To obtain a quote for hardware installation please contact the support desk prior to dispatching your hardware. Lockers Customer lockers are located in the Customer Build Room. These can be rented at a price of 30 + VAT per month per locker. It enables customers to keep items like tools constantly on site. Also smaller deliveries can be put in your locker, thus not incurring storage costs. Colocation Customer Manual 7

9 M247 Ltd Site Acceptable Use Policy In addition to building, fire and health & safety requirements, customers of M247 Ltd and their personnel are required to abide by the following rules and regulations while in any M247 Ltd site. General Customers may not be involved in any illegal activity while at M247 Ltd facilities Customers may not utilize the hosting services of M247 Ltd for illegal purposes or to host illegal content Items must not be left unattended on the data floor. Any waste or rubbish brought into the data centre must be disposed of promptly. Items left unattended outside the cabinet will be removed and may be destroyed. M247 Ltd will not accept liability for any losses incurred. Vehicles and bags may be subject to security searches, persons refusing any such searches will not be permitted access to the site. M247 Ltd reserves the right to modify the Acceptable Use Policy at our own discretion at any time and without prior notice. Violations of the Acceptable Use Policy may result in termination of contract, disconnection of network connectivity or power and/or removal of equipment from the data centre. M247 Ltd will not be held liable for any losses incurred should equipment be disconnected or removed due to a breach of the Acceptable Use Policy All decisions in matters pertaining to the Acceptable Use Policy by M247 Ltd are final. Use of the Data Centre All customers must sign the visitors book when entering or leaving the site and return any access fobs to reception. Customers are responsible for visitors or third party contractors and must accompany them within the building at all times. Contractors should never be left unattended. Items which may damage or interfere with the operation of the data centre or equipment, such as power tools or liquids are prohibited in the data centre. Bringing such items into the data centre may result in a permanent ban from all M247 Ltd sites. If you are unsure about an item please do ask. Customers and their visitors must not engage in any activities which may cause damage or disruption of service to other M247 Ltd customers, such as the use of untested servers. Customers and their visitors may not touch, tamper or interfere with any equipment which is not their own. Specifically lighting, cables, cable trays, floor or ceiling tiles or power provisioning. Customers are not permitted to access underfloor spaces, move/lift floor or ceiling tiles, or move cabinets. Ladders, stools and chairs may not be used by customers within the data floor without consent from M247 Ltd staff. Food, drink and other liquids are only permitted within the designated break areas and office suites. Smoking is not permitted anywhere inside the building. No packaging is permitted on the data floors. Combustible, corrosive or otherwise hazardous materials are not to be stored in the data centre. Walkways and corridors must be kept clear of any obstructions at all times. It is forbidden for customers to prop open any doors with boxes, fire extinguishers or other such objects to ease entrance or exit from an area of the data centre. Additionally preventing any doors from closing properly is also strictly forbidden. Customers must take the necessary precautions to avoid damage to the walls, doors, floors, ceilings, furniture and other property in the data centre while installing, moving or operating their equipment. M247 Ltd reserves the right to claim damages to the data centre, M247 Ltd property or third party property caused by the customer. Customers acknowledge that the data centre is protected by a VESDA detection and FM200 suppression system and agree that they may be held liable for any costs and expenses that result from the activation of these systems due to activity which is in breach of the Acceptable Use Policy and/or the terms or any contract including but not limited to, the cost of replacing such systems. Cameras and photographic equipment may not be used without prior consent from M247 Ltd. Customer Cabinets Customers are responsible for maintaining their own cabinets and keeping them free of obstructions, debris and prohibited materials at all times. Customers are to use the space allocated to them only for the placement of equipment and use of the data centre services. Customer cabinets must be fitted with blanking plates to ensure efficient operation of the cold aisle containment Colocation Customer Manual 8

10 cooling system. When installing equipment all blanking plates removed must be returned to M247 Ltd. Variable size blanking plates are provided by M247 Ltd. Failure to properly replace blanking plates will incur remote hands charges. Equipment and Connectivity Initial installation and final removal of equipment must be arranged and coordinated with and agreed in advance with M247 Ltd data centre staff. Cabinet doors must be closed and locked unless being actively worked upon. Customers must close and lock all cabinets before leaving the data centre. Customers must label all equipment, cabling and other associated items to enable M247 Ltd staff to adequately identify customer equipment. Customer equipment and associated items, such as rails or cable management arms, must not protrude beyond the customers area. Items may not interfere with rack space or the closing of cabinet doors. Customer cabling must be securely installed within their allocated cabinet space so as not to pose any safety hazards to persons or equipment. It is the responsibility of the customer and their contractors to ensure that their own cabinet is properly secured. No free-hanging cabling is permitted, all cabling must be securely routed through cable management systems attached to the customers equipment or cabinet. Operation of customers equipment must comply with manufacturers specifications including all power requirements. Faulty power supplies or other faulty customer equipment must be replaced by the customer within 24 hours of notification by M247 Ltd. Failure to do so may result in the equipment being removed from the data floor. Customers may not exceed the power limits set by M247 Ltd, as specified in their contract. In the case of a tripped circuit breaker, the customer will be deemed to have overloaded the power feed. Once the customer has remedied the situation the breaker will be reset. The circuit breaker is the interface point between the guaranteed M247 Ltd power distribution and customer equipment. Power availability only applies to the main power distribution infrastructure between the circuit breaker and the data centre main power feed transformers. Customers must only use the power source provided by M247 Ltd for each individual cabinet. Cross connecting equipment within one cabinet to a power source in another is strictly prohibited. Equipment may not be stored or powered outside the area of the cabinet. Customers may only use power bars which conform to the appropriate British Standards. All power bars must be checked and approved by the safety officer. Customers must not connect multiple power bars together. Customers who require additional power must request this through support. Under no circumstances should customers interfere with or alter any power provisioning provided by M247 Ltd. M247 Ltd is not responsible for the insurance of customer equipment. M247 Ltd recommends that customers insure all equipment installed against potential damage. Shared Facilities Customers are permitted to use the break room facilities and complimentary wifi. Customers are welcome to help themselves to tea and coffee in the break room. Customers should help to keep the shared facilities in a clean and tidy fashion for the benefit of all M247 Ltd customers and staff. Customers are requested not to make use of the break room for business activities without prior consent from M247 Ltd staff. Colocation Customer Manual 9

11 Fire Regulations The safety of visitors and their guests is the responsibility of the customer. It is the customers responsibility to ensure that their personnel are familiar with the emergency procedures detailed in this manual. Risk of Fire - Combustible Materials To minimise the risk of fire no combustible materials such as Cardboard, Paper, Rubbish or Flammable Items may be left on the Data Floor. Customers should ensure all packaging and waste material is properly flat packed and disposed of in the bins outside. Failure to properly flat pack and dispose of cardboard will incur remote hands charges. Fire Detection/Suppression A VESDA fire detection and FM200 suppression system is in place in the Data Floor areas. Customers should not interfere with the operation of these systems. Always ensure that your personnel are familiar with the site evacuation procedure and assembly point. Fire Evacuation Procedure If you discover a fire please follow these procedures Trigger the nearest fire alarm point by breaking the glass. Fire alarm points are located near reception, the main entrance, emergency exits and all doors leaving the data floor. Do NOT attempt to tackle the fire under any circumstances. Only members of staff are permitted to do so. Leave the building by the nearest safe fire exit Do not use the lift Proceed to the fire assembly point Do not re-enter the building until allowed to do so by a member of M247 Ltd staff First Aid First aid stations are available in the data floor entry corridor and the break room on the first floor. In the event of an accident which requires First Aid treatment, please contact Reception who will arrange for First Aid. If a major emergency occurs the emergency services would be requested by dialing 999. First aiders are only permitted to administer first aid; they are not to treat minor illnesses. M247 Ltd has a legal requirement under the Health and Safety legislation to monitor accidents across its sites and also to maintain safety standards. All accidents must be reported an and Accident Report should be filed. Electrical Equipment All electrical equipment, such as tools, computers and portable electrical appliances which will use power provided by M247 Ltd must be safe for use. Mains power cables should be inspected and checked on a regular basis to ensure they are not damaged and are safe for use. Portable electrical equipment and cables should be inspected, tested and labelled in accordance with current legislation. Fire & Other Alarms In the event of an audible fire alarm being sounded, leave the building by the nearest safe fire exit and proceed calmly to the fire assembly point. Do not use the lifts. In the event of any other alarms please follow the instructions provided by M247 Ltd staff. Fire Assembly Point The fire assembly point is next to the main gates beside the green cabinet. Colocation Customer Manual 10

12 Work Permits Works involving Hot work, soldering Creation of dust particles, eg drilling, cutting, etc Cabling between racks Lifting floor tiles May not be carried out by customers, their personnel or subcontractors. These works may only be carried out by certified members of M247 Ltd staff. If customers require these works they must detail this in a permit request, depending on the work required a remote hands invoice may be raised. Permit Requests Any work to be carried out by customers, their personnel or subcontractors must first be approved by M247 Ltd, with at least 48 hours notice. The notification should be sent to support@m247.com and include the following details Indication of the area being worked in List of the personnel carrying out the works and the companies they represent Method statement describing how the proposed works will be carried out Risk assessment for the proposed works Planned date of works Number of days work will take In the case of subcontractors a copy of their companies Health & Safety regulations will need to be provided for approval. M247 Ltd reserves the right to cancel permits if the works are not being carried out in compliance with the approved method statement, risk assessment or insufficient insurance cover. Permits may also be cancelled if the works are in breach of Health and Safety Legislation or the M247 Ltd Health & Safety regulations. M247 Ltd may not be held responsible for the works or actions performed by customers own subcontractors. These subcontractors perform their works in accordance with their companies Health & Safety regulations, legal requirements and any requirements stipulated by M247 Ltd. On approval of the permit request, a permit will be issued covering the full period of the works. How to find us? Presently due to the youth of our site s postal code there are a number of GPS and Satellite Navigation products which are unable to correctly locate us. We recommend ensuring prior to the first visit to us that customers check to see if your device is one of those affected. Our site is located near the Trafford Centre in Manchester on Cobra Court which is off Barton Dock Road. On the next page there is a map of the area surrounding the M247 Ltd data centre. Additionally if customers would like Google Maps provided directions you can visit tinyurl.com/m247-dc and calculate them from there. Getting here by public transport To reach us by public transport from Manchester Piccadilly Station, take the number 291 bus from stop SY on Whitworth Street (stop SY) to the Azko Nobel stop opposite Cobra Court. Cross the main road, walk all the way to the T junction at the end of Brightgate Way where the M247 logo can be seen. Turn right here, then turn left into Ball Green. Our gate is on the left hand side. Colocation Customer Manual 11

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14 Appendix A: Cabling Bad Cabling Bad cabling will interfere with the hot exhaust air from the device, this can result in hot air build up behind the device. A build up of hot air behind the device can raise the temperature of the chassis causing temperature alarms and potential equipment damage. Good Cabling Good cabling provides devices with their network connectivity or power while not interfering with the dissipation of the hot exhaust air from the device. An example of this is Bad cabling also makes it extremely difficult and time consuming to trace a cable to learn what its ends are connected to. This can affect response times of remote hands tasks. Good cabling can also make it easier to trace a cable to learn what its ends are connected to. Colocation Customer Manual 13