Co-location Service Description (IL3)

Transcription

1 Co-location Service Description (IL3)

2 About Telehouse Established in 1988, Telehouse became Europe s first purpose-built data centre provider and has since pioneered the UK Co-location industry as home to the London Internet Exchange (LINX.) With European headquarters in London, UK, Telehouse has since grown to become one of the largest global data centre providers, operating a network of 45 data centres in 26 strategic locations in the EMEA, the Americas and the Asia-Pacific region. Telehouse provides a comprehensive range of data centre services and ICT solutions to more than 2000 customers worldwide, specialising in secure and resilient infrastructure for mission-critical IT systems. Telehouse is the data centre subsidiary of Japanese corporation KDDI, a $45 billion Global Fortune 300 telecommunications and systems integration provider. As a group company Telehouse can provide a total ICT solution with specialism in networks, systems architecture and integration, data security and virtualisation. In 2012, Telehouse in conjunction with KDDI launched Telecloud, its own brand of cloud services offering the full portfolio of infrastructure-as-a-service solutions. Our brand values that define the Telehouse identity and strategy are: Trust - Maintaining absolute trust in the management of outsourced business-critical systems Reputation - Our reputation lies in the reputation of our customers supported by the reliability of our service Customer Service Equality - Telehouse strive to provide consistently high service from all our global data centres, regardless of size or requirement End-to-end solution provision - Deploying bespoke end-to-end ICT solutions to achieve optimum performance Telehouse s commitment to delivering upon our values make us the trusted service partner. From a single rack to a fully agile IAAS platform, Telehouse provide the infrastructure and expertise to deliver long term ICT plans.

3 Contents About Telehouse... 2 Key Service Attributes- Overview:... 5 Telehouse G Cloud Co-Location Services... 6 Shared Facilities Management (SFM)... 6 Dedicated Facilities Management (DFM)... 6 Cages... 6 Additional Colocation Services... 7 Managed Cabling Services... 7 Physical Backup... 7 Virtual Data Recovery & Backup (DPR)... 7 Systems Observer... 8 Technical Information... 9 UK Facilities... 9 Telehouse North... 9 Telehouse East... 9 Telehouse Metro... 9 Telehouse West Power Information London Docklands London Metro Tier Classification and Uptime Fundamental Requirements Performance Confirmation Test and Operational Impact Uptime Service Level Agreements Connectivity Data Centre Environment Cooling Adiabatic Air conditioning with direct drive fans Free Cooling System Fire Detection and Suppression Security Accreditation... 13

4 Telehouse Security Provisions Information Principles for the UK Public Sector LEVEL 1: Information as a Valued Asset (Protected) LEVEL 2: Information is Managed Service Management Account Management Remote Hands On boarding Off boarding Environmental Sustainability Environmental Commitment Greening Government ICT Strategy Pricing... 18

5 Key Service Attributes- Overview: General Overview Infrastructure Co-location Service Deployment Model Private/Public/Hybrid Direct Connectivity Options Internet Connectivity Options Available On-Site Information Principle Assurance Green ICT Strategy Compliance On Boarding Process Off Boarding Process Data Processing and Storage Locations EU Code of Conduct Standards Data Centre Tier Performance Attributes Backup and Disaster Recovery Service Support Real Time Management Information Janet Internet PSN GSI N3 JANET IL3 (Target) ISO/IEC 27001:2005 PCI-DSS (Payment Card Industry Data Security Standard) Carbon Trust Accreditation. Service Information Yes Yes UK (User controlled, full global portfolio available on request) Yes Tier 3 (Uptime Institute) Defined Below Yes Yes (Outlined Below) Yes (Outlined Below)

6 Telehouse G Cloud Co-Location Services Dependant on the infrastructure requirements of our customers; Telehouse offer three main increments of physical colocation, Shared Facilities Management, Dedicated Facilities Management and Dedicated Cages. Shared Facilities Management (SFM) A cost efficient option for customers who want the benefits of a purpose built colocation service but only require a small footprint and investment. Choosing SFM inside a Telehouse UK data centre provides customers with options of: Single Full Rack Unit Multiple Full Rack Unit Dedicated Facilities Management (DFM) Customers that require increased security resilience, higher power options or both, Telehouse UK can offer customers the choice to have their own dedicated suite in partitioned areas. With access control a standard dedicated suite of 18m² can hold up to 9 standard sized racks for customers, however if your company requires different specifications then we can provide a variety of alternative sizes to best match your needs. Cages If customers require extra security but do not need higher power options than what is provided as standard, clients can choose to house their cabinets inside a Telehouse cage. The caged environment will benefits from the same climate control, power distribution and fire detection and suppression facilities as the racks outside the cage but access control provides increased security.

7 Additional Colocation Services Depending on the requirements of our customers, Telehouse are also able to provide a number of additional services. Managed Cabling Services Telehouse s onsite cabling engineers are able to install any type of in-house communication cabling that our customers request. Our flexibility and dedication allow us to design and implement full cabling solutions for our clients inside both our dedicated and leased areas. We install a variety of Copper and Optical Fibre types for our clients to choose from, these include: 3002 coax (AKA T1/E1/2Mbps/75 Ohm) 2003 coax (AKA T3/E3/DS3/34Mbps/45Mbps) RA7000 coax CAT5e UTP RJ45 CAT5e STP/FTP CAT6 UTP Beldon 9508 X.21 Multimode Fibre (62.5/125 or 50/125 micron) Singlemode Fibre (9/125 micron or circuit types STM1/STM4/STM16) Physical Backup Telehouse s on-site remote hands tape back-up service enusres security and peace of mind for our clients. Through complying to our strictly controlled procedures and through customers supplying their tape change procedures and schedules make sure that Telehouse engineers adhere to the loading and removal of tapes on your behalf. Your tapes can be stored inside the Telehouse tape storage area at our off-site highly secure external facility or customers are able to arrange their own tape courier to collect and store their tapes. Telehouse are flexible to ensure our customers can use their preferred choice of tape storage. Virtual Data Recovery & Backup (DPR) The Telecloud Data Protection and Recovery (DPR) service enables our customers to recover anything instantly, with up to 90% cost savings. DPR eliminates silo data protection systems, virtualising data management to deliver an application-centric, SLA-driven solution that decouples the management of data from storage, network and server infrastructure. Telecloud can liberate IT organizations of all sizes from vendor lock-in and the management challenges associated with exploding data growth. DPR virtualises your copy data storage applications, providing backup, snapshot, BC/DR, test & development, analytics and disaster recovery all through a single storage system. This approach enables you to consolidate all of these functions and recover anything instantly with the highest service levels. For more information, please click here.

8 Systems Observer Ensuring clients equipment is working at optimum levels is of the upmost importance which is why it is imperative that we at Telehouse can provide a superior network performance monitoring solution Systems Observer. Telehouse s fully managed equipment monitoring service is the ideal solution for companies looking to manage their systems as effectively and efficiently as possible. Its flexible nature allows customers choose exactly what they want to be informed on by or SMS (or both). This cost-effective, flexible, reliable and easy-to-use system collects and stores minute-by-minute statistics every five minutes for up to 5 years. Systems Observer allows our clients to not only monitor the availability and packet loss to their equipment but also see statistics on CPU and memory usage, interface and volume utilisation and application availability. In conjunction with our remote hands service our customers ensure their network will be operating at its peak performance at all times. Standard Service Includes: Web-based monitoring system 1 x user account Customisable alerts decide what you wish to be alerted about Unlimited notifications and SMS messages included Data retained for up to 5 years 2 x Ethernet cables (Main and Standby) where required, can be used along with VLAN or Server Socket if applicable 24/7 Helpdesk support

9 Technical Information UK Facilities Telehouse has four facilities in the UK, Telehouse Metro (London, City), Telehouse North, Telehouse East and Telehouse West (London Docklands.) Our newest facility (Telehouse West) was opened in 2010 as our flagship data centre. With growth capacity being of paramount importance in Telehouse s role as the trusted data centre, expansion works have continued ever since the original opening. The next stage in our expansion sees the opening of a new floor in Telehouse West, which will be available from early To meet the ever increasing requirements of our customers post-2014, a new state-of-the-art Data Centre is to be constructed on our Docklands Campus. Further information will be released over the coming months. Telehouse North Date of opening - June 1990 Colocation size - 9,717sqm Power per rack - 1 to 3kW Number of carriers x incoming power feed 4 x generators with N+1 redundancy 15 mins of UPS battery supply with N+1 Telehouse East Date of opening Colocation size - 5,400sqm Power per rack - 1 to 2kW Number of carriers x incoming power feed 5 x generators with N+1 redundancy 15 mins of UPS battery supply with N+1 Telehouse Metro Date of opening Colocation size - 1,043sqm Power per rack - 1kW Number of carriers x incoming power feed 4 x generators with N+1 redundancy 30 mins of UPS battery supply with N+1 or N+N

10 Telehouse West Date of opening - April 2010 Colocation size - 4,705sqm Power per rack - 2kW to 10kW Number of carriers x incoming power feed 8 x generators with N+1 redundancy 15 mins of UPS battery supply with N+1 Power Information London Docklands Power to Rack (Range): 2kW-10kW Total amount of power to London Docklands site at 40MW scalable to 50MW On-site primary substation with total capacity of 50MVA with cooling and two 132kV power lines directly connected to the National Grid reducing transmission losses Holds two 50 MW transformers offering N+N redundancy 6 independent 11kv three phase electrical supplies are provided from 3 separate national grid substations. Standby Generation is provided at N+1 redundancy via diesel engine driven generators. On-site fuel is stored to maintain full load operation for all generator sets for continuous running of 24 hours. Back up deliveries are available from diverse supply depots. London Metro Additional information available on request.

11 Tier Classification and Uptime Our Telehouse London data centres are designed and built to Tier III (Uptime Institute) standards. Fundamental Requirements A concurrently maintainable data centre has redundant capacity components and multiple independent distribution paths serving the equipment. All IT equipment is dual powered and installed properly to be compatible with the topology of site s architecture. Performance Confirmation Test and Operational Impact Each and every capacity component and element in the distribution path can be removed from service on a planned basis without impacting any computer equipment. Sufficient permanently installed capacity to meet the needs of the site when redundant components have been removed from service. Planned site infrastructure maintenance can be performed by using redundant capacity components and distribution paths to safely work on remaining equipment Uptime Service Level Agreements Telehouse provide % uptime SLA on power provision Telehouse provide 99.95% uptime SLA cooling provision Connectivity As Europe s first carrier Neutral Data Centre, Telehouse have over a twenty year period built an extensive connectivity portfolio, which includes access to key public sector connections such as JANET, N3 (BT), PSS and GSN. Home of the London Internet Exchange (LINX) since 1994 (with 100% uninterrupted downtime). LINX have 467 members, 1133 connected member ports, 58 member countries, 632 member-facing 10GigE ports 400 Carriers, ISPs and ASPs connected onsite over 20 years A and B meet me rooms in Telehouse West with 15 key carriers with easy access from each tenant floor Further access to following internet exchanges: LONAP - London Access Point SFINX - Global Internet Exchange

12 Data Centre Environnent Cooling Adiabatic To enhance the thermal performance of air-cooled condensers and dry air coolers adiabatic cooling is used to reduce the effective incoming air temperature. The result of which is less energy is required to maintain optimum temperatures inside the data centre itself. Air conditioning with direct drive fans The installation of these latest direct DC powered fans result in using less power to run than older belt driven fans. They improve energy efficiency as they allow for automatic speed adjustments based on the room load and work on a low start ramp up speed that builds to optimal operating speed. Free Cooling System Heat rejection units have been positioned on the roofs of Telehouse data centres and when external conditions are appropriate, they can pre-cool the chilled water before it enters the chillers. Two stages of operation; 1) elo 1 allo s partial free cooling that reduces the stages running on the chilled water network. 2) elo 8 allo s full free cooling and sees the chiller packages shutdo n to a standby status Both stages result in less electricity being needed to cool the water to optimum temperatures therefore increasing energy efficiency. Fire Detection and Suppression Data centre areas are fitted with a fully addressable two stage fire detection system that monitors both under-floor and the room itself. Detectors with 50% mix of optical and ionisation are split across 2 separate zonal-loops, to meet BS 5839, 6266, 5445 and Very early smoke detection alarms (VESDA) installed throughout the facility. Dry sprinkler fire detection system to meet BS 5306, 3115 and with LFEPA approval. The systems are designed to minimise any possible customer disruption and to ensure that any minor problems remain localised. Dry sprinkler is the main fire suppression method employed.

13 Security Accreditation ISO Business Continuity BS :2007 PCI-DSS (Payment Card Industry Data Security Standard) IL3* * Target accreditation. Expected Q Telehouse Security Provisions Perimeter protected by alarmed fences and PIR detection. Gated entrances manned combined with a security management system to ensure no unauthorised access to the site. Movement activated CCTV coverage for the Perimeter, Entrances and Loading Docks, Common areas reception and corridors and of course our state of the art suites. Single point of entry to our main facilities controlled by time limited access cards combined with card Independent client card identification access system and integrated digital video camera surveillance. Proximity card access is provided from the main data centre building and is issued to provide access only to authorised facilities management suites. Strict security processes are in place to ensure delivery and loading of goods are secure. Doors fitted with alarms that immediately report back to a manned security suite when unauthorised access is attempted or doors are forced or held open. A highly trained Security presence 24/7 to ensure that you and your nominated staff gain authorised access to the facility whenever you require, day or night

14 Information Principles for the UK Public Sector The data centre is addressed in stages one and t o of the Information Principles for the UK Public Sector overvie. The hierarchical approach of the frame ork highlights the importance of achieving a performance, future proofed infrastructure in maximising the potential of information within a department or even the wider government. LEVEL 6: 6: Public Information is is Published LEVEL 7: Citizens and Businesses can Access Information About Themselves LEVEL 5: Information is Re-Used LEVEL 3: Information is fit for purpose LEVEL 4: Information is Standardised and Linkable LEVEL 2: Information is Managed LEVEL 1: Information is a Valued Asset G-Cloud Colocation services offer a number of features designed to deliver a performance platform on which to achieve the goals: LEVEL 1: Information as a Valued Asset (Protected) Protection is to be given the same attention as recording, understanding and eventually benefiting from information. Co-location from Telehouse is backed by ISO accreditation as standard and also holds BS :2007 (Business Continuity) and PCI-DSS (Payment Industry) accreditation to provide the piece of mind that all data is secure and protected on an on-going basis. IL/BIL Accreditation With customers including financial institutions and peering exchanges, Telehouse have a breadth of experience with meeting highly robust security requirements. In addition to ISO, BSI and PCI-DSS; Telehouse are currently working towards IL3 Accreditation to meet the confidentiality, integrity and availability demands of the IL framework. Accreditation is expected to be confirmed Q

15 LEVEL 2: Information is Managed Although information management is a broad term, a higher emphasis on the use of data within any organisation is often simultaneous with an increase in the volume stored. Telehouse have identified this as a key concern within our existing customer base, both within the private and public sectors. In addition to cost effective virtual storage options, Telehouse are able to offer, on request, virtualised backup solutions that can reduce footprint by up to 80%. Experience has shown these efficiencies in backup give not only cost savings, but the ability to have true confidence that all data can be backed up and protected against loss. Service Management Total ustomer Satisfaction of paramount importance to Telehouse and, as such, we provide extensive end- to-end customer care spanning the lifecycle of your infrastructure. Account Management All customers are assigned a full-time, experienced account manager that is available 9-5pm Monday to Friday to assist with any service changes or queries with the administration of your account. Remote Hands Achieving a reliable, dependable infrastructure requires uncompromised support. As a result, Telehouse provides 24/7/365 support as a standard. Our highly skilled engineers will be able to respond quicker to your equipment as they are based on site and are familiar with the equipment being used. Standard customer contracted remote hands support includes: Checking alarms on equipment Receive notification of circuit faults from customers, Telehouse will liaise with Telecom carriers regarding the fault and then notify customers of clears Change faulty modems and plug in type cards using spares provided by customers Re-set, re-boot and po er on/off of customers P s and servers Please contact your account manager to find out what extra remote hands service is provisioned for that is not stated on the contract. Telehouse engineers also provide router and switch support to our customers that will include: A fault diagnosis upon notification from the customer Interrogation of the system configuration of the router through the console port under detailed customer direction Change the system configuration parameters under detailed customer direction

16 Remove cards, power supply or chassis and replace with customer supplied spares following fault diagnosis Reload operating system software and/ or configuration by either downloading a soft copy of the configuration supplied by customer or by entering a hard copy supplied by customer On boarding Telehouse offer full on boarding assistance, dependant on customer requirements. This can range from installation/configuration of servers to installation of switches and routers. Off boarding Telehouse s remote hands team can also assist ith off boarding activities on request. Environmental Sustainability As a global data centre provider, we at Telehouse are aware of the effect that our industry has on the environment. It is through this understanding that we can work towards minimising our impact by improving energy efficiency and cutting carbon emissions. By purchasing the most energy efficient equipment and implementing environmental best practices we can show our commitment to a sustainable future. Environmental Commitment Design colocation facilities that employ energy-saving technology omply ith environmental regulations, legislation and policies Monitor carbon emissions by accurately measuring po er consumption Introduce services that help customers monitor and reduce their po er usage Partner ith environmentally responsible suppliers Include environmental responsibility as part of our staff training programme Enforce environmentally sensitive recycling schemes Meet the requirements of the arbon Trust Standard Monitor this environmental performance

17 Greening Government ICT Strategy By providing the above assurances and accreditation, Telehouse are able to assure that that in selecting our services, your day-to-day operations are environmentally sustainable. However, meeting the ambitions set out in the July 2013 edition of the Greening Government report requires a significant change to a departments ICT strategy, one that Telehouse is able to support. onsolidation and Utilisation KPI s are both at the top of the agenda ithin the Maturity Model Assessment framework. Although improved in 2013, both Key Performance Indicators were however significantly underachieved; which is surprising due to the requirements of consolidating and improving utilisation at an infrastructure level. Whether a single rack, the complete consolidation of existing physical data centres or a stepped change to IAAS via an initial outsourced physical infrastructure, Telehouse Manage Services are able to provide both the facilities and expertise to achieve a more sustainable and efficient data centre environment.

18 Pricing Service Pricing SFM- Single Rack SFM- Multiple Rack DFM- Single Rack DFM- Multiple Rack Available on request. Dedicated Cage Additional Services Educational Discounts are available. To facilitate the breadth of services and options available within the Telehouse Co-location portfolio, we operate a bespoke pricing model. For more information, please submit an enquiry through the G- Cloud portal or via our website (

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