Service Description Colocation Version 4.0. Service Description. Colocation. Version 4.0

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1 Service Description Colocation Version 4.0

2 Introduction This document is the copyright of Claranet intended for internal use and Customer distribution only. This description is subject to the Claranet Business Master Services Agreement. Service in this document is defined as any combination of the various services outlined below and ordered by the Customer ( Service ). The purpose of this document is to provide a reference guide to the processes and procedures Claranet employs when delivering the Service(s) and to define the Service level metrics that Claranet will endeavour to deliver against when providing Colocation. This document defines the compensation ( Service Credits ) that can be provided in the event that Claranet does not deliver according to the stated metrics. This Service Description details Claranet s and the Customer s key duties, obligations and responsibilities related to the provision of the Services described herein. This document forms part of the Agreement between the Parties. Contents Introduction Service... 4 Colocation space... 4 Colocation Power Terms Responsibilities Service support Service changes Maintenance windows Service Level Agreement Terms of agreement General terms Exceptions Service level guarantees & credits Service availability guarantee Measure of availability

3 Claranet can provide rack space, power, cooling, and physical security to house Customer owned hardware.. The responsibility for the hardware and the operation thereof remains with the Customer. The Customer is permitted access to their hardware for installation and maintenance purposes in compliance with the Colocation Access Policy. Claranet are responsible for the rack and network up to the demarcation point (the Claranet network port or cable within the rack). The Claranet Colocation facilities are accessible 24 hours a day, 7 days a week, except in the event of emergency or routine maintenance requiring the suspension of access for safety reasons. Claranet shall use reasonable efforts to provide advance notice to Customers regarding Changes to or suspension of the hours of operation. This document covers UK facilities only. Colocation is available in the following data centres: Table 1: Addresses of available data centre Data Centre Global Switch London East (GS2) Telecity 8-9 Harbour Exchange Square Vitesse Hoddesdon Manchester 247 Telecity Sovereign House Full Address 3 Nutmeg Lane, London. E14 2AX 8/9 Harbour Exchange Square, London. E14 9GE Unit 7, Geddings Road, Hoddesdon. EN11 0NT 1 Ball Green, Cobra Court, Manchester, M32 0QT 227 Marsh Wall, London. E14 9SD 3

4 1. Service Colocation space Claranet assigns rack space based on a number of factors, which include, but are not limited to the following: Power and cooling availability within a given site or area Customer disaster recovery requirements Customer preference or operational requirements Each rack is an industry standard server rack with the following minimum specification: Full Rack Height - 42U Half Rack Height 21U Quarter Rack Height 11U Depth - between 900 and 1200mm, specifications are dependent on site and rack Width - 600mm Sides - Steel (key locked) and bayed (secured) to neighbouring racks Load - Rated to 750 kg load Locks Three-digit tamper proof lock mechanism. Code to be nominated by Customer. Customers may not lease their space to anyone else unless pre-agreed with Claranet. All Claranet data centres meet the ASHRAE cooling standards. Each facility s Heating, Ventilation, Air Conditioning (HVAC) system is designed for N+1 redundancy and to provide a consistent operating environment. Claranet s objective is to maintain the temperature in the Customer s assigned Colocation area at 22 degrees Celsius plus or minus 5 degrees over the course of a twenty-four hour period, and to maintain the relative humidity in the Customer s Colocation area at 50% plus or minus 10%. Claranet operates fire suppression/extinguishing systems in each of its facilities that are guaranteed safe for use on electronics. The fire suppression system is augmented by Very Early Smoke Detection Apparatus (VESDA). The VESDA system is an air sampling system that continuously draws an air sample from the protected space through a network of piping with sampling ports. The system also interacts with smoke detection systems and with the building management system monitoring the air within the space. The detection systems runs in a double knock configuration requiring two detectors to trigger before an evacuation message is sounded. If a single detector is triggered an alert will be sent to the in-house team. Each ¼ and ½ rack is separated from other racks by secure metal plates which form a completely enclosed unit and have a secure spine ensuring one customer cannot access another customers cabling. All racks have a locking front and rear door secured by a key or numeric code. All sites are protected by a card entry system with multiple checkpoints as well as video surveillance for all entrances, exits and passageways within the building. In addition, Claranet operates its own video surveillance system within the data centre suites. All video captured by the Claranet system is retained for 90 days. Two-factor door access control allows authorised personnel into the building, the data hall corridors and the Claranet suites. 4

5 Global Switch London East, Telecity 8 & 9 Harbour Exchange, Telecity Sovereign House, and Hoddesdon are ISO27001 compliant for the provision of internet services, integrated hosting, network and managed application services and PCI-DSS compliant for physical security. Global Switch London East, Telecity 8 & 9 Harbour Exchange, and Telecity Sovereign House Data Centres are ISO9001 compliant. Claranet are unable to guarantee the Customer space in their chosen data centre. Purchasing multiple ¼ or ½ racks does not guarantee that they will be in the same enclosure. Racks are dedicated to the Customer, and Claranet do not offer shared colocation racks as standard. Additional units can be purchased and configured into the same VLAN (Virtual local-area network) providing the chosen data centre allows it. Claranet is unable to guarantee that all additional rack colocation spaces will be located in the same area of the data centre. Claranet provide 30 minutes of remote hands free of charge with each rack purchased. Claranet maintain an acceptable use policy and reserve the right to charge Customers who use more than 30 minutes per month per rack of Remote Hands. Colocation Power Each facility is serviced by an N+1 or a 2N redundant power system, and all incorporating an Uninterruptable Power Supply (UPS) capable of powering the facility on full operational load. In the event that the National Grid supply fails, the UPS will supply power until the generators are able to provide full power. Claranet provide power strips within the racks for customer equipment. Full racks have 44 IEC- C13 connectors, ½ racks have 22 IEC-C13 connectors, and ¼ racks have 11 IEC-C13 connectors. ¼ racks will utilise a single power feed, this may be A or B, and all other rack sizes will use dual A and B feeds. Custom power distribution is available but may incur additional cost and/or lead time. All power bars remain the property of Claranet. Please note that the capacity of the power feed to a given rack does not guarantee a contractual right to use a specific amount of power. This entitlement is identified separately in the Customer Agreement. 5

6 The power feeds have circuit breakers installed within the data floor Power Distribution Units. Current draw (continuous or spiked) exceeding the rated amperage will cause the circuit breaker to trip and the feed will shut down. The following table outlines Claranet s recommended limits to prevent current spikes tripping any of the breakers: Table 2: Full Rack Colocation power overview Site Upstream power feed Feed Recommended maximum draw Global Switch London East (GS2) 2N UPS, Stactic Transfer Switch (STS) and backup generators Redundant 32A 25A 8-9 Harbour Exchange Square N+1 UPS with backup generators Redundant 16A and 32A 10A/25A Hoddesdon 2N UPS with backup generators Redundant 32A 25A M247 2N UPS with backup generators Redundant 32A 25A Sovereign House N+1 with Diesel Rotary UPS (DRUPS) generators Redundant 16A 10A Subject to additional cost, Claranet can offer a wide range of different power outlet options in addition to the standard IEC-C13 units. This includes IEC-C19, UK 3-pin, 16/32A single-phase and 3-phase commando. Please discuss this with your Account Manager and Claranet's Data Centre Team for further details and guidance. 6

7 Additional power feeds may be available depending on the site in which they are required. These options may also have an effect on the amount of power consumed and may result in additional monthly charges. The maximum amount of power available in a rack is subject to the location of the data centre. Table 3: Colocation power overview (kilowatts) ¼ ½ Full Min Max Min Max Min Max Global Switch London East Harbour Exchange Square 3 4 M Hoddesdon Sovereign House Terms The Customer must remove Customer Equipment on or before the cancellation date. If the Customer Equipment remains within the facility after the cancellation date, Claranet will turn off the Customer Equipment and charge the Customer for the storage of the equipment at the applicable daily rate and pro-rata from the cancellation date. If the Customer fails to remove the Customer Equipment, then, following notice in accordance with section 12 of the Torts (Interference with Goods) Act 1977 (but which for these purposes shall impart the following rights to Claranet 20 Business Days after such notice but no sooner), Claranet may: (i) (ii) (iii) Remove the Customer Equipment from the Data Centre; Delete, so far as is practicable, all data from any such Customer Equipment and Shall have no liability whatsoever to the Customer. The Customer shall indemnify and keep indemnified Claranet in respect of any losses arising from the exercise by Claranet of its rights as set out in this Service Description. 7

8 If Claranet exercises its rights under and in particular deletes, so far as is practicable, data from the Customer Equipment, Claranet may: (iv) (v) (vi) Sell the Customer Equipment in a commercially reasonable manner as agent for and on behalf of the Customer, provided that Claranet shall pay or account to the Customer on demand for the proceeds of such sale (but not any interest on the proceeds) less any costs of storage and sale reasonably incurred by Claranet and any other sums still remaining due to Claranet under the terms of an Order; Retain the Customer Equipment for its own uses, provided that Claranet shall pay or account to the Customer on demand for the amount which, in Claranet s reasonable opinion, it may have expected to receive if it was sold to a third party (but not any interest on the amount) less any costs of storage reasonably incurred by Claranet up to the date on which Claranet first starts to use such equipment and any other sums still remaining due to Claranet under the terms of an Order; or Destroy the Customer Equipment in accordance with good industry practice, in consideration of waiving future storage costs (and the Customer shall pay to Claranet any storage costs reasonably incurred by Claranet up to the date of such destruction). The Customer shall indemnify Claranet in respect of any losses arising from such destruction. All visitors to site must provide valid photo identification on arrival and agree to random searches when entering the building. Claranet will accept the following as a valid form of identification: Passport Photographic driving licence Please note that you will be refused entry to the site if you are unable to produce one of these forms of identification on request. Customers visiting sites will be provided with a temporary card for the duration of their visit. This card is the responsibility of the Customer when in its possession and must be returned to security upon leaving the site. Charges will apply for cards that are removed from the site. Cards are never allocated to Customers on a permanent basis. Access cards will automatically expire after 24 hours. All cabinets are locked with a combination lock and it is the responsibility of the Customer with full racks to make sure it is secure on leaving the data centre. The technical contact will be provided with the combination for the cabinet and it is the responsibility of the Customer to make sure that this combination is kept secure. In a genuine urgent/emergency situation, Customers can arrange an urgent access request by contacting the Service Desk. We retain the right to charge for any expenses incurred during an audit visit. Any questions must be forwarded prior to the audit to the Account Manager. The Customer will ensure that all Customer Equipment installed at a Claranet data centre is fully insured against any loss or damage and confirms to all relevant UK electrical standards and regulations including Portable Apppliance Testing (PAT). If you have bespoke requirements that do not fit within the limits of this document please speak to your Account Manager. 8

9 3. Responsibilities Table 4: Claranet and Customer responsibilities table Component Platform Maintenance & Monitoring Claranet responsibility Customer responsibility Provision, maintenance, patching and upgrade of the datacentre Scheduled & Emergency Maintenance windows Backup and recovery of the equipment Monitoring and break/fix of the eqiupment Installation & Provision Provision of components Provision of power Proivsion of space Secure facility Backup of data Remote hands Request for remote hands Management of equipment Installation of equipment Request for access to site 9

10 4. Service support Claranet s Service Desk is available to respond to queries 24x7x365. Details of how to log request tickets, incidents and general Service Desk contact information will be provided on the handover document once the Service is live. Service changes Customers have the responsibility to familiarise themselves with the official Claranet change control process and to follow this process every time a change to the Serivce is required. Details of this process can be provided by the Service Desk. New Services, change of Service type, additional users or a change in Service features must be requested via the Customer Account Manager and will be subject to changes in prevailing Fees. 5. Maintenance windows Table 5: Scheduled maintenance windows Day Window start time Window end time Every 2 nd and 4 th Thursday Thursday, 21:00 GMT Friday, 02:00 GMT The maintenance period during these windows will often be brief or not used at all, and Service is typically uninterrupted during scheduled maintenance windows. As part of Claranet s standard change advisory process, if an outage is expected or a reduction in resiliency of infrastructure will be seen, Claranet will make every effort to communicate the outage with the Customer at least seven calendar days in advance of the required work wherever possible. Emergency maintenance may be applied at any time deemed necessary by Claranet. Where emergency maintenance is required and where outage is expected or a reduction in resiliency of infrastructure will be seen, Claranet will make every effort to communicate the outage with as much prior notice as possible. Supplier maintenance will be communicated to individual Customers impacted where it is likely they will experience an outage, Claranet will make every effort to communicate this works within a day of receipt of the notification from our supplier. 10

11 6. Service Level Agreement Terms of agreement This Service Level Agreement ( SLA ) is provided by Claranet (or subsidiary company) and applies specifically to the Services indicated, as described in the Order Form General terms Compensation claims must be submitted, in writing ( or letter), within 30 days from the service level guarantee breach to which they refer. All claims must be submitted to the appointed Customer Account Manager and/or Service Manager. The Customer agrees to correct problems and to attempt to minimise the recurrence of problems for which the Customer is responsible that may prevent Claranet from meeting the service level guarantees. Requests for Customer support received by the Service Desk (formerly known as Solution Support) by means other than telephone or request ticket (for example, by fax) will be excluded when calculating service levels. 11

12 Exceptions Claranet excludes responsibility for meeting any service levels to the extent that meeting the service levels is affected by the following items: (i) (ii) (iii) (iv) (v) (vi) (vii) (viii) (ix) (x) (xi) (xii) (xiii) (xiv) (xv) If the Customer is in default under the Agreement; In respect of any non-availability which results during any periods of scheduled maintenance or emergency maintenance; In the event that the Service is disrupted due to unauthorised users or hackers; In the event that the Service is unavailable due to Customer-initiated changes whether implemented by Customer or Claranet on behalf of Customer; In the event that the Service is unavailable as a result of the Customer exceeding system capacity; In the event that the Service is unavailable due to viruses; In the event that the Service is unavailable due to the Customer s failure to adhere to Claranet s implementation, support processes and procedures; In the event that the Service is unavailable due to the acts or omissions of the Customer, its employees, agents, third party contractors or vendors or anyone gaining access to Claranet s network, control panel; or to the Customer s website at the request of Customer; In the event that the Service is unavailable due a Force Majeure Event; In the event that the Service is unavailable due to any violations of Claranet s Acceptable Use Policy; In the event that the Service is unavailable due to any event or situation not wholly within the control of Claranet; In the event that the Service is unavailable due to the negligence or wilful misconduct of the Customer or others authorised by the Customer to use the Services provided by Claranet; In the event that the Service is unavailable due to any failure of any component for which Claranet is not responsible, including but not limited to all Customer-provided or Customer-managed electrical power sources, networking equipment, computer hardware, computer software or website content; In the event that the Service is unavailable due to any failure of Customer-provided local access facilities; and In the event that the Service is unavailable due to any failures that cannot be corrected because the Customer is inaccessible or because Claranet personnel are unable to access the relevant Customer sites. It is the Customer s responsibility to ensure that technical contact details are kept up to date by submitting a request ticket to confirm or update the existing the technical contact details. Service level guarantees & credits If Claranet fails to deliver the stated service level, Claranet agrees that the Customer shall be entitled to receive, in lieu of all other remedies available to the Customer, Service Credits as set forth in this section against the Fees owing to Claranet under the Agreement. In the event the Parties agree that Claranet has failed to meet any service level guarantee during any given calendar month, Claranet will credit the Customer's account with a Service Credit. Service Credits shall apply only to the fee(s) for the affected Service(s). Service Credits shall be deducted from the relevant monthly fee due in respect of the second month following the month in which an agreed Servcie Credit is claimed. The maximum amount of Service Credit a Customer can receive in each calendar month relating to this Service Level Agreement is fixed to 50% of the fee for the affected Service. The Service Credit issued are liquidated damages and that unless otherwise provided in this Service Level Agreement, such Service Credits will constitute the Customer's sole and exclusive remedy with respect to the failure for which the Service Credits are payable. 12

13 Service availability guarantee Claranet guarantee that the Colocation Service will have the following availability; Table 6: Service availability Commitments Service or Component Availability Colocation 99.95% Downtime per month 22 minutes 19 seconds If Claranet fails to meet the availability guarantee, Service Credits will be paid according to the following table: Table 7: Service availability Commitments Percentage service availability per calendar month < 99.95% but 99.90% 5% < 98.90% but 98.00% 10% < 98.00% but 95.00% 15% Percentage credit of monthly charge for the Service, for the calendar month in which non-availability occurs 0% - SLA met < 95.00% but 90.00% 25% < 90.00% 2.5% for every 1% of lost availability up to a maximum of 50% of the monthly charge Measure of availability Claranet will measure availability as the amount of time Claranet is able to deliver power to either feed A or feed B. The demarcation point is the commando socket; as long as power can be drawn from the socket Claranet will consider the Service to be available. The exception to this will be when the circuit has tripped or blown as a result of the customer equipment attached i.e. due to a failed power supply or exceeding the maximum load. 13