Colocation services Service Description

Transcription

1 Colocation services Service Description Release 1.0 Revision History Date Author Description Nov, 2012 Sander Chandon Initial draft. Your comments and corrections are welcomed; please to: 2011 Terremark. All Rights Reserved The Terremark and Verizon names and logos and all other names, logos, and slogans identifying Terremark's and Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. terremark.com Page 1

2 Table of Contents 1 Introduction Colocation service components Colocation space Power Cooling premium Power distribution Breakers AC versus DC Carrier Neutrality SLA Power SLA Humidity SLA Temperature SLA Datacenters Additional services Remote Hands Smart Hands Receiving and storing goods Metered Power Auditing and compliancy support services terremark.com Page 2

3 1 Introduction Terremark's colocation services offer a highly secure and reliable carrier-neutral environment to deploy your computing, network, storage and IT infrastructure. Our world-class datacenters help you reduce the capital and operational expense required to house and protect your mission-critical applications and systems. This document describes the details of the colocation product and service delivery in model A and B sites (described in detail in chapter 4) as delivered from January 1 st terremark.com Page 3

4 2 Colocation service components 2.1 Colocation space Colocation space in a datacenter is sold per square foot or meter. Customers rent an area in the open colocation space within the datacenter. In this case, Terremark will build a cage for the customer to their specifications. If the customer requests single racks, we will assign the customer the desired number of racks in a common area in the datacenter, not surrounded by a cage. Customers will be able to lock their racks to prevent unauthorized access. Terremark can provide various options for racks ranging from 2 or 4-post racks to closed cabinets Cage By renting a cage, the customer rents a specific amount of floor space in the datacenter. This area is protected from other customers by a fence or a wall. A typical cage consists of cage walls, and one door with a standard mechanical lock. Optionally security can be enhanced by adding below floor extension, a roof on the cage, higher walls, various lock options (swipe card, code locks or biometrics), and other optional security features (e.g., CCTV). The minimal footprint for a cage is 100 square foot or 10 square meters. Pricing does not make sense for smaller cages: the cost to build the cage (wall, door) and the loss of space around the walls is too high compared to the useable space within the cage Racks and Cabinets In this offering customer subscribes to a single or multiple racks/cabinets in a common area as other customer racks. A rack is a standardized frame or enclosure for mounting multiple equipment modules: servers, network devices, storage etc. Each module must have a front panel with the same width of the rack, including edges which allow the module to be fastened to the rack frame with screws. If a customer rents one or more racks, they will reside in an open area of the datacenter, not shielded from other customers. Terremark only allows rack-mountable equipment which is attached to the rack itself: Piling or stocking of equipment is not allowed. In the US and LATAM 2 or 4 post racks are often used, while cabinets are optional. In the rest of the world cabinets are the preferred type Rack unit A rack unit (or U) is a unit of measure used to describe the height of equipment intended for mounting in a rack. One rack unit is about 4.5 cm high. A rack is typically 40 to 48 rack units high, which means it can hold up to 40 devices of 1U or 20 devices of 2U or any combination of devices (and U s). In managed hosting, customers can share a rack with others and rent rack units individually. For colocation, renting a single rack unit is NOT possible. terremark.com Page 4

5 2.1.4 Differences Rack/Cabinet Cage Quoting Per rack, power feed and cooling premium for high Per sq ft or m 2, power feeds and cooling premium for high density cages. density racks. Location No cage Secured cage Racks Included Optional Security Lockable cabinets Custom security Cage: lock or swipe card Price Fixed monthly charges Most locations fixed monthly charges, other locations fixed charges for space and power circuits and variable charges for metered power. 2.2 Power The term power and cooling refers to the cost of the power circuit itself, not the power usage. It refers to the redundant infrastructure which ensures power and appropriate cooling in the datacenter: generators, UPS (uninterruptible power supplies), datacenter cabling, chillers and so on. It does not cover any customer-specific equipment like cables to the rack, breakers etc. Power is available in non-redundant (A-only) or redundant (A+B) configurations. However, only redundant( A+B) configurations are supported by power availability SLA s. Each rack will require one or more power connections, the following options are available. NA LATAM APAC EMEA 120vAC, SP, 20amp, CPS 120vAC, SP, 10amp, CPS Australia 230vAC, SP, 16amp, CPS 120vAC, SP, 30amp, CPS 120vAC, SP, 20amp, CPS 240v AC, SP, 10amp, CPS 230vAC, SP, 25amp, CPS 120vAC, SP, 50amp, CPS 120vAC, SP, 30amp, CPS 240v AC, SP, 15amp, CPS 230vAC, SP, 32amp, CPS 120vAC, SP, 60amp, CPS 120vAC, SP, 50amp, CPS 240v AC, SP, 20amp, CPS 400vAC, 3P, 16amp, CPS 208vAC, SP, 20amp, CPS 120vAC, SP, 60amp, CPS 240v AC, SP, 25amp, CPS 400vAC, 3P, 32amp, CPS 208vAC, SP, 30amp, CPS 208vAC, SP, 10amp, CPS 240v AC, SP, 32amp, CPS 400vAC, 3P, 64amp, CPS 208vAC, SP, 50amp, CPS 208vAC, SP, 20amp, CPS Hong Kong 208vAC, SP, 60amp, CPS 208vAC, SP, 30amp, CPS 220v AC, SP, 16amp, CPS 208vAC, 3P, 20amp, CPS 208vAC, SP, 50amp, CPS 220v AC, SP, 32amp, CPS 208vAC, 3P, 30amp, CPS 208vAC, SP, 60amp, CPS Singapore 208vAC, 3P, 50amp, CPS 208vAC, SP, 100amp, CPS 230v AC, SP, 16amp, CPS 208vAC, 3P, 60amp, CPS 208vAC, 3P, 10amp, CPS 230v AC, SP, 20amp, CPS 208vAC, 3P, 20amp, CPS 230v AC, SP, 32amp, CPS 208vAC, 3P, 30amp, CPS Japan 208vAC, 3P, 50amp, CPS 100v AC, SP, 20amp, CPS 208vAC, 3P, 60amp, CPS Note that not all options are available in every datacenter. terremark.com Page 5

6 2.3 Cooling premium Power Density is a measure that indicates the ratio between the colocation space occupied by the customer and their estimated power consumption. It is an indication of the average power installed in a cage or rack. The higher the power density, the more energy and cooling capacity is required to evaporate the heat generated by the customer equipment installed in the datacenter. Some of the power options in the previous paragraph increase the power density and heat generation above the standard levels. In these cases a cooling premium will be added to the quote. This is an additional charge per square foot or meter for a cage, or per cabinet for individual racks. The standard power density for a cage is 120W per square foot or 1.2kW per m2. The cooling charge for power circuits installed in a customer cage that stay within the standard power density is included in the power charges. However, if a customer requests the installation of power circuits that exceed the standard power density, a cooling premium charge will be added to the price quote. The options for cooling premium are listed below. Cooling Premium: Contracted Square Meter (upto 1.6kW/sqm) Cooling Premium: Contracted Square Meter (upto 2.0kW/sqm) Cooling Premium: Contracted Square Meter (upto 2.4kW/sqm) Cooling Premium: Contracted Square Meter (upto 2.8kW/sqm) Cooling Premium: Contracted Square Meter (upto 3.2kW/sqm) Cooling Premium: Contracted Square Meter (upto 3.6kW/sqm) Cooling Premium: Contracted Square Meter (upto 4.0kW/sqm) Cooling Premium: Contracted Square Footage (upto 160W/sqft) Cooling Premium: Contracted Square Footage (upto 200W/sqft) Cooling Premium: Contracted Square Footage (upto 240W/sqft) Cooling Premium: Contracted Square Footage (upto 280W/sqft) Cooling Premium: Contracted Square Footage (upto 320W/sqft) Cooling Premium: Contracted Square Footage (upto 360W/sqft) Cooling Premium: Contracted Square Footage (upto 400W/sqft) For cabinets, the standard density is 160W per sq feet or 1.6kW per m2. The cooling charge for power circuit(s) installed in a customer rack that stays within the standard power density is included in the power charges. However, if a customer requests the installation of power circuit(s) that exceed the standard power density, a cooling premium charge will be added to the price quote. The options for cooling premium for cabinets are listed below: Cooling Premium: Cabinet (upto 2.2kW/sqm) Cooling Premium: Cabinet (upto 4.0kW/sqm) Cooling Premium: Cabinet (upto 220W/qsft) Cooling Premium: Cabinet (upto 400W/qsft) terremark.com Page 6

7 2.4 Power distribution Depending on the requirements of the customer, one or two power circuits enter the rack via holes in the floor. Each power circuit gets terminated on a Power Distribution Unit (PDU). Rack Customer device Floor Power distribution unit 1 Power distribution unit 2 Power circuit A Power circuit B A power distribution unit (PDU) or power bar is a device fitted with multiple power sockets used to distribute power within a rack. It is connected to one of the power circuits and transfers the current to more common outputs. Mounting options depend on the model of the PDU: This can be horizontally, vertically, in the front, at the back, etc. Premium models have additional features like remote power monitoring and power state control. Rack PDUs are typically categorized as basic, metered or switched. Main difference in features: Feature Basic PDU Metered PDU Switched PDU Distribute power v v v Allow power monitoring over network - v v Power state control over network - - v PDU s must be connected to a socket below the raised floor. The type of the socket is IEC and each rack gets 2 connections by default. Additional power connections are available for high-capacity racks. Customers using their own PDU s must make sure that they can connect it to an IEC socket terremark.com Page 7

8 2.5 Breakers A breaker is an electrical switch designed to protect an electrical circuit from damage caused by overload or short circuit. It automatically interrupts the power circuit in case of failures. Once the problem has been resolved, a breaker can be reset to resume normal operation. Breakers come in a wide variety of sizes and specifications, depending on the circuit they need to protect. Please see section 2.2 for detailed information about available breaker sizes per site. 2.6 AC versus DC The majority of power circuits in the datacenter deliver AC-current. However, some customers may request for DC power: DC is the native power used in all electronics (CPU, memory chips, disk drives). Therefore, equipment running directly on DC don t need components to transform the power, which results in less failures and so on. Consequently, a DC-powered environment is considered to be more reliable, safe and efficient compared to an environment running on AC-current. A customer can either request AC or DC current in our some of our datacenters. For DC current scenario s, Terremark will install and maintain the appropriate amount of rectifiers (responsible for converting AC to DC). terremark.com Page 8

9 2.7 Carrier Neutrality The colocation product is a carrier neutral product. Any carriers will be enabled to become colocation customers by renting cage or racks and installing their infrastructure in the data center. Carriers will also be able to bring in their external fiber plant to enable connectivity of the data center with their network. Carriers interested in bringing external fiber to the data center should contact their Account Manager to work out the detailed configuration. Terremark allows the installation of connections within a dedicated colocation space and between colocation spaces or a colocation space and the Meet-Point-Room. For security, manageability and operational stability only Terremark or Terremark s contractors are allowed to install connections in general areas. Carriers that collocate in the data center will utilize the Meet Point Room to connect to any other colocation customer. The details of the Meet Point Room service are indicated below Meet point room A meet point room (MPR) is a special cage in the datacenter where customers can physically connect to one (or more) service providers to exchange data. It can also be used to interconnect two cages in the datacenter. The MPR typically contains patch panels, cables and network equipment Intra-facility cabling (IFC) To interconnect with another cage or carriers, a customer orders an intra-facility cable (IFC) from their cage towards the meet point room. The type of the connection depends on the requirements of the customer and supported technology: twisted pair, fiber channel, single hand-off, dual hand-off, with or without multiplexing. An IFC is the term referring to the physical connection towards the MPR. It includes structured cabling and patching from a customer s cage or rack towards (a patch panel in) the meet point room. Customers would typically prefer to install multi-strand cabling to the MPR to support multiple cross-connects in a single IFC. The IFC is terminated on ports in the MPR that are assigned to the customer. terremark.com Page 9

10 2.7.3 Cross connects Cross connect refers to the connection (patch) made in the MPR itself between ports assigned to two customers. A customer can choose any port assigned to them to use enabling a cross-connect IFC and cross connect only refer to the physical connection: They do not imply any guidelines or rules for exchanging data between both parties and/or locations. Terremark will offer internet connectivity to colocation customers through the MPR. Customers need an IFC from their cage or rack towards the MPR and Terremark will connect them with the carrier of choice or our Managed Routing Service, if available. terremark.com Page 10

11 3 SLA SLA s are provided on three main infrastructure components: power, humidity and temperature. 3.1 Power SLA Terremark ensures power on at least one of the two power circuits in a redundant (A+B) power circuit at all times. The SLA states a 100% Power Availability Guarantee on the power circuits only if the design complies with these specifications: 1. Customer subscribes to (at least) two power circuits 2. Customer s actual load remains less than 75% of the contracted power on the A and B circuits combined. For example, on a 20 Amp (A+B) circuit, the customer may draw up to 15 Amps of combined load between the A and the B circuits. As a best practice, each customer device should be connected to (at least) two separate power circuits in order to take advantage of the redundancy built into our data centers. terremark.com Page 11

12 Extract from the Colocation SLA document Terremark power availability guarantee is to have power delivered to the Demarcation Point within the Colocation Space available 100% of the time. This guarantee only applies if the following prerequisites have all been met: (1) a subscription to at least two separate power feeds (A+B, ), (2) each device must have at least two power sources which are connected to separate power feeds, and (3) a maximum of 75% of any single power feed is utilized across all power feeds, which make up the entire circuit. The Demarcation Point for power shall be all receptacles provided by Terremark to which the Services are delivered. 3.2 Humidity SLA In accordance with ASHRAE TC9.9 (2008), Terremark s Humidity Stability Guarantee is to have cool air delivered to the Demarcation Point in the Customer s Equipment Space between 40% and 60% RH1, 100% of the time. The Demarcation Point for humidity is a point located inside one of the cold aisles within the customers cage or in the cold aisles within the general colo area. 3.3 Temperature SLA As is the case with the humidity SLA, our temperature SLA is based on ASHREA TC9.9 guidelines. Terremark guarantees a temperature between 18 and 27 Celsius 100% of the time. The measurements are taken in the same locations as used for the humidity SLA. terremark.com Page 12

13 4 Datacenters Verizon Terremark has a fairly simple two-part rating system for its datacenters. The rating system has been designed to give employees quick snapshot of the services that are available at any given site. The rating consists of A and B followed by a numeral from 1 to 3. A denotes a site that is manned 24/7 entirely by Verizon Terremark staff. It offers the crème de la crème of the support offerings. Customers can be assured that an A rated site will always have support staff on hand to address any and all issues, as they arise. B means that a site is not staffed 24/7 and may or may not be staffed by Verizon Terremark personnel. It does vary by site, so make sure to contact an product team member to verify availability and guaranteed response times before committing a customer to a site. The numeric system is an average of myriad points of data which include things like latency, power redundancy, lease versus owned, and numerous other factors. The average is then rounded to a 1, 2, or 3, with 3 being the highest rating available. Combining the two gives the site s rating. A facility rated at A3 would then be the best Verizon Terremark has to offer, whereas a B1 would theoretically offer many less services. Ultimately this system is in place to allow for a quick identification for addressing customer needs and concerns. North America (NA) Ashburn, VA B2 IAD1 Atlanta, GA B2 ATL1 Beltsville, MD A2 BWI1 Billerica (Boston), MA B2 BOS1 Carteret, NJ B2 EWR1 Culpeper, VA A3 IAD3 Doral (Miami), FL B2 MIA2 Elmsford, NY B2 LGA1 Englewood (Denver), CO A3 DEN1 Houston, TX B2 IAH1 Irving, TX B2 DFW1 Kent (Seattle), WA B2 SEA1 Manassas, VA B2 IAD4 Miami, FL A3 MIA1 Norcross, GA B2 ATL2 Piscataway, NJ B2 EWR2 Richardson (Dallas), TX (Alma Rd) A2 DFW2 Richardson (Dallas), TX (Int'l Pwy) B2 DFW3 San Jose, CA (Fortune) B2 SJC1 San Jose, CA (Zanker) A2 SJC2 Santa Clara, CA A3 SJC3 Torrance (Los Angeles), CA B2 LAX1 Toronto, Canada B2 YYZ1 Vancouver, Canada B2 YVR1 Westmont, IL B2 ORD1 terremark.com Page 13

14 Latin America (LA) Bogota - Columbia A1 BOG1 Sao Paolo - Brazil A3 GRU1 Europe (EU) Amsterdam - Netherlands (TMRK) A3 AMS1 Amsterdam - Netherlands (VZ) B2 AMS2 Dublin - Ireland B2 DUB1 Frankfurt - Germany A1 FRA1 Istanbul - Turkey B1 IST1 London - UK (THW) A1 LHR1 London - UK (UK4) B2 LHR3 London - UK (UK5) B2 LHR4 Luxembourg B2 LUX1 Madrid - Spain B1 MAD1 Milan - Italy B2 MIL1 Paris - France B2 CDG1 Stockholm - Sweden B2 XEV1 Asia Pacific (AP) Canberra - Australia (Fyshwick) A1 CBR1 Canberra - Australia (Bruce) A1 CBR1 Hong Kong (Tsuen Wan) - China A2 HKG1 Melbourne - Australia B2 MEL1 Singapore B2 SIN1 Sydney - Australia B2 SYD1 Tokyo - Japan B2 NRT1 terremark.com Page 14

15 5 Additional services Terremark offers datacenter services. These services are targeted towards colocation customers and do not apply to managed hosting. 5.1 Remote Hands Remote Hands assist customers that need remote access to their equipment for performing simple troubleshooting or maintenance tasks. Remote Hands involve the most basic activities of Terremark s staff, performed with eyes, ears and fingers that do not involve the use of tools or equipment. Examples of Remote Hands are: Power cycling (turning equipment on and off). Toggling a switch; pushing buttons. Securing cabling to connections. Observing, describing or reporting on indicators or display information on equipment or consoles. Basic observation and reporting on the environment in the Datacenter. Remote Hands DO NOT include: Any service requiring a tool or diagnostic equipment. Opening equipment. Movement of connected equipment. 5.2 Smart Hands Smart Hands offer customers more complex remote assistance using industry certified engineers for troubleshooting and maintenance. Smart Hands are subject to the availability of certified technicians at the Datacenter. Examples of tasks that may be performed by Smart Hands: Management of equipment components (e.g. cards, drives, memory) Installing, replacing or removing devices Configuration Troubleshooting Media management Supply management Inventory & archiving Complex cable configurations Loop back and signal testing RMA and shipping of replaced equipment Equipment testing and troubleshooting Circuit testing terremark.com Page 15

16 5.3 Receiving and storing goods Terremark receiving and storing goods services enable a customer s delivery of goods to be received and stored at the Datacenter in the event that the customer is not available to receive the delivery in person. Terremark s staff will receive the goods on Customer s behalf and store them in a secured area. Customer will receive a notification by that its shipment has arrived and a collecting number. Customer will be required to have cleared import Customs and prearrange shipment with the DC personnel. If shipment is not prearranged it will be rejected. 5.4 Metered Power The Metered Power service is only available in certain locations and in combination with a suite/cage service. Suites and cages are by default equipped with a kwh meter. Customers using more power than 100% of their provisioned power will be contacted by their Account Manager to upgrade their provisioning or agree on a usage limit. Any power used in excess of the 100% of the provisioned power shall be billed to the Customer, and paid by the Customer at the then applicable rate for power bursting ( Bursting Fee ). Terremark s systems and records will be leading. At this time, metered power is only available in the NAP of Amsterdam. 5.5 Auditing and compliancy support services Through its auditing and compliancy support services, Terremark provides assistance to customers with respect to customer s (certification) audits and other compliancy matters. The Auditing and compliancy support services can consist of, amongst other things: A guided tour of the Datacenter and the Customer Environment; and/or Access to certain information and documentation as made available by the security officer of Terremark for this purpose. The specific scope of the auditing and compliancy support services will be agreed between the Customer and Terremark in writing. terremark.com Page 16