1. Introduction Availability & types of colocation... 2

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1 Service Description Service Description COLOCATION SERVICES 1. Introduction Availability & types of colocation Signature Colocation Sterling Colocation Network Colocation Key Attributes Colocation Service Components Colocation Space and Environmentals Power Carrier Neutrality and Networking Service Level Agreements Power SLA Humidity SLA Temperature SLA Implementation process Start of implementation Design phase Ordering phase Implementation phase Handover Additional Services Remote Hands Smart Hands Receiving and storing goods Metered Power Auditing and compliancy support services Page 1 of 10

2 1. INTRODUCTION Colocation Services are the practice of located the IT and network infrastructure for multiple businesses in the same facility. Verizon's colocation services offer a highly secure and reliable 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 related services. AVAILABILITY & TYPES OF COLOCATION Verizon offers various commercial models are available, depending on geographic location and type of facility. In some cases this means space, power and cooling are combined into packages, in others all three components are available to create an á al carte solution. Please contact your account team for additional information about the possibilities in the datacenter of your choice. Verizon has various types of datacenters where our colocation services can be provided. Depending on your requirements we can propose one or more of the following types of facilities. Signature Colocation Verizon's Signature Colocation services enable our customers to co-locate their infrastructure within Verizon's best in class facilities, designed to standards above and beyond any conventional data center. Facilities offering Signature Colo leverage state of the art buildings and infrastructure designs built to not only support today s extensive requirements of Fortune 500 type enterprises, but also enable our customer to evolve with the requirements of tomorrow. These facilities are designed to provide customers with the highest possible uptime, as well as satisfy all physical security requirements. Our world-class facilities help to reduce the capital and operational expenses required to house and protect missioncritical applications and systems. Signature Colocation facilities strive to enable an IT Market Place where customers can leverage products and services up the IT stack to enable their business to be successful. This includes highly secure and reliable carrier-neutral environments that deploy computing, network, storage and IT infrastructure. Page 2 of 10

3 Sterling Colocation Verizon's Sterling Colocation services enable our customers to co-locate their infrastructure within Verizon's reliable facilities, designed to conventional data center standards. These facilities are designed to provide customers with the highest possible uptime, as well as satisfy standard physical security requirements. Facilities offering Sterling Colo are designed and built to ensure that colocation customers can reduce the capital and operational expenses required to house and protect mission-critical applications and systems within their own facilities. Sterling facilities are positioned as an economical solution for colocation and are designed to be comparable facilities to other colocation facilities within the vicinity. Standard and Advanced Colocation 2.3 Standard and Advanced offers carrier-grade facilities and provide access to the Verizon Business network. With several locations worldwide, Network Colocation Data Centers can help you: Improve speed to market Establish a local presence in multiple markets Remain protected with secured entry into building Store equipment in non-locking racks and vented cabinets (Individual locking cabinets are also available.) Key Attributes Standard or Advanced Colocation Sterling Colocation Signature Colocation Facility Wants Redundancy & Resiliency up to 100% Uptime 100% Uptime 100% Uptime Support Response 2 hours 30 minutes Facility Response 2 hours 2 hours 30 minutes Aesthetics Painted/Clean Painted/Clean Painted/Clean & Branded Customer Break Room N/A N/A Sink, Refrigerator, Vending Machines, etc. RemoteHands Support N/A Yes Yes SmartHands Support N/A N/A Yes Physical Security 24x7 24x7 24x7 + Roving Guards On-site Fuel Capacity depends on site 3 day minumum 5 day minimum On-site Service Center N/A N/A Staffed 9x5 Commercial Wants Flexible Contracting & Pricing One Contract & Quick Order Process One Contract & Quick Order Process One Contract & Quick Order Process Carrier Neutral Verizon only Carrier Redundant Carrier Neutral Advanced Services Colo Only Colo Only Cloud and/or Hosting Ease of Use ACL Changes; Ticket and Project Reporting ACL Changes; Ticket and Project Reporting ACL Changes; Ticket and Project Reporting; Operational Visibility Real-time, Customer Power Utilization & N/A N/A Specific Reporting Environmentals Peering Exchange N/A N/A Local Peering Exchange SSAE 16 N/A Yes Yes HIPAA N/A N/A Yes ISO N/A N/A Yes Page 3 of 10

4 COLOCATION SERVICE COMPONENTS Colocation Space and Environmentals Cage 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, Verizon will build a cage for the customer to their specifications. 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, due to the economics surrounding the cost to build the cage (wall, door) and the loss of space around the walls. The cost of a smaller space is too high compared to the useable space within the cage. Verizon can provide various options for racks ranging from 2 or 4-post racks to closed cabinets. 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. Cabinet Space Customers requesting single racks, will be assigned 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. A Cabinet 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 Cabinets, they will reside in an open area of the datacenter, not shielded from other customers. Verizon only allows rack-mountable equipment which is attached to the rack itself: Piling or stocking of equipment is not allowed. 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 following paragraphs 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. 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. Page 4 of 10

5 Power The term power and cooling 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 in the rack, PDU s 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. North America Latin America Asia-Pacific Europe 120vAC, SP, 20amp 120vAC, SP, 10amp Australia 230vAC, SP, 16amp 120vAC, SP, 30amp 120vAC, SP, 20amp 240v AC, SP, 10amp 230vAC, SP, 25amp 120vAC, SP, 50amp 120vAC, SP, 30amp 240v AC, SP, 15amp 230vAC, SP, 32amp 120vAC, SP, 60amp 120vAC, SP, 50amp 240v AC, SP, 20amp 400vAC, 3P, 16amp 208vAC, SP, 20amp 120vAC, SP, 60amp 240v AC, SP, 25amp 400vAC, 3P, 32amp 208vAC, SP, 30amp 208vAC, SP, 10amp 240v AC, SP, 32amp 400vAC, 3P, 64amp 208vAC, SP, 50amp 208vAC, SP, 20amp Hong Kong Istanbul 208vAC, SP, 60amp 208vAC, SP, 30amp 220v AC, SP, 16amp 220vAC, SP, 10amp 208vAC, 3P, 20amp 208vAC, SP, 50amp 220v AC, SP, 32amp 220vAC, SP, 15amp 208vAC, 3P, 30amp 208vAC, SP, 60amp Singapore 220vAC, SP, 20amp 208vAC, 3P, 50amp 208vAC, SP, 100amp 230v AC, SP, 16amp 220vAC, SP, 30amp 208vAC, 3P, 60amp 208vAC, 3P, 10amp 230v AC, SP, 20amp 208vAC, 3P, 20amp 208vAC, 3P, 30amp 208vAC, 3P, 50amp 230v AC, SP, 32amp Japan 100v AC, SP, 20amp 208vAC, 3P, 60amp Note that not all options are available in every datacenter. 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 Page 5 of 10

6 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 must comply with local electrical codes. 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 the socket provided by Verizon. 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. 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 usually results in less failures. Therefore, 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 within most of our datacenters. For DC current scenario s, Verizon will install and maintain the appropriate amount of rectifiers (responsible for converting AC to DC). Carrier Neutrality and Networking In selected Verizon locations, the colocation product is a carrier neutral product. Any carrier will be allowed to become colocation customers by renting cage or racks and installing their infrastructure in the data center. This allows them to offer their network products and services to other customers in the facility. In those sites, Verizon allows the installation of connections within a cage and between cages or racks and the Meet- Point-Room. For security, manageability and operational stability only Verizon or Verizon 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. Page 6 of 10

7 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. Datacenter Cage 1 Patch panel Meet Point Room Patch panel Inter-facility cable #1 Cage 2 Patch panel Cross connect Inter-facility cable #2 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. 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 enable a cross-connect. IFC and cross connects only refer to the physical connection: They do not imply any guidelines or rules for exchanging data between both parties and/or locations. Verizon will offer internet connectivity to colocation customers through the MPR. Customers need an IFC from their cage or rack towards the MPR and Verizon will use cross connects connect them with the carrier of choice or our Managed Routing Service, if available. Page 7 of 10

8 SERVICE LEVEL AGREEMENTS Service Level Agreements (SLAs) are provided on one or more of three main infrastructure components, depending on datacenter type: power, humidity and temperature. Power SLA Verizon 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. Rack #1 Rack #2 Rack #3 Floor PDU #1 PDU #2 SLA demarcation Power circuit A < 75% < 75% < 75% Power circuit B Extract from the Colocation SLA document Verizon 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 Verizon to which the Services are delivered. Humidity SLA In accordance with ASHRAE TC9.9 (2008), Verizon 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 colocation area. Temperature SLA As is the case with the humidity SLA, our temperature SLA is based on ASHREA TC9.9 guidelines. Verizon 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. Page 8 of 10

9 IMPLEMENTATION PROCESS After contract signature, our implementation team gets involved to deliver your colocation service. This implementation process consists of the following steps: Start of implementation Your implementation manager will contact you and discuss the order to make sure everything is clear. Design phase In this phase the right location for your colocation environment is selected. This location in influenced by the size of the solution, power and cooling requirements, whether a cage is required and other technical factors. Once the location has been determined an EDP (Engineering Design Package) and a BoM (Bill of Materials) is created. Ordering phase Based on the BoM, quotes for required materials will be requested and orders placed. Leadtimes range from a few days to several weeks, depending on type of materials. Implementation phase Work orders are generated and the materials will be installed. This phase will take in general between 1 and 2 weeks. Handover Once everything has been installed your implementation manager will hand the environment over to you. You ll receive a Welcome Package which includes detailed instruction about access to the facility, code of conducts, escalation matrices and other relevant information. ADDITIONAL SERVICES Remote Hands Remote Hands assist customers that need remote access to their equipment for performing simple trouble-shooting or maintenance tasks. Remote Hands involve the most basic activities of Verizon 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. 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 Page 9 of 10

10 Inventory & archiving Complex cable configurations Loop back and signal testing RMA and shipping of replaced equipment Equipment testing and troubleshooting Circuit testing Receiving and storing goods Verizon 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. Verizon 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. Metered Power The Metered Power service is only available in certain locations and in combination with a suite/cage service. Customers using more than 100% of their contracted 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 contracted power shall be billed to the Customer, and paid by the Customer at the then applicable rate for power bursting ( Bursting Fee ). Verizon s systems and records will be leading. At this time, metered power is only available in the NAP of Amsterdam. Auditing and compliancy support services Through its auditing and compliancy support services, Verizon 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 Verizon for this purpose. The specific scope of the auditing and compliancy support services will be agreed between the Customer and Verizon in writing. verizonenterprise.com 2013 Verizon. All Rights Reserved. XX/13 The Verizon name and logo and all other names, logos, and slogans identifying 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. Page 10 of 10