COLOCATION: NEWARK DATA CENTRE DEFINITIONS 1.1 In this Appendix, the following expressions shall have the following meanings unless the context otherwise requires: Bandwidth Core Network Customer Owned Equipment Data Tape Rotation Data Transfer Keyboard, Video, Mouse over IP (KVMoIP) Newark Data Centre (NDC) use of connectivity within the Supplier s MPLS network through resilient 10Gbps resilient links the Supplier s resilient fibre optic network which connects to wholesale Access Networks, the Internet and Supplier Data Centres refers to the server and IT equipment that the Customer chooses to locate in the Supplier Data Centre an additional service where the Supplier will rotate backup tapes according to the schedule defined by the customer data transmitted through the bandwidth allocated within the Agreement an additional service that provides remote access to equipment within the Newark Data Centre the Supplier s purpose built data centre facility located in Newark, Nottinghamshire. Power and power sockets are provided as stated on the Agreement. Power is measured in Amps. Remote Hands a professional service offered to perform remote, nonobtrusive tasks, as defined in the Remote Hands Policy Space 1. SERVICES SUPPLIED measured in U, racks or pods. This is the space provided as specified in the Agreement 1.1 This Agreement includes the supply and usage of rack space, power and bandwidth within the Newark Data Centre (NDC) to provide a resilient and secure location for rack mountable computing equipment. Timico Limited 2013 Page 1 of 4 DOC 7.2.10 v3 Nov 2013
1.2 The space requirement, power and bandwidth allocations and type of equipment to be colocated are stated within the Customer Agreement. 1.3 In the event that the Supplier is required to make any changes to the standard rack configuration, excess charges may be levied. All equipment must be rack mountable. 1.4 The Supplier will provide public Internet access. Responsibility for ensuring that security and anti-virus is deployed lies with the Customer. Firewall options are available from the Supplier upon request from the Customer and separate Service Schedules are applicable. 1.5 It is the responsibility of the Customer to ensure that all data is backed up. Online backup is available from the Supplier and carries its own Service Schedule. Where the customer wishes to backup onto tape media, the Supplier can provide tape rotation at additional charge. Tapes are kept in a separate building, within a fire-proof safe. The Supplier will not provide any required tape drive. 2. USE OF THE SERVICE(S) 2.1 Access to equipment will be granted in accordance with the Newark Data Centre Access Policy (DOC 7.2.3). 2.2 Shared colocation racks will be accessible to all customers with equipment in that rack. Customers with a dedicated rack will have sole access, with exception to qualified Supplier engineers. 2.3 If the Customer detects a service fault, using Supplier monitoring or through their own finding, the Customer must inform the Supplier as soon as possible. 2.4 Use of the Internet by the Customer is subject to an Acceptable Use Policy (AUP). If breached, the Supplier reserves the right to discontinue the service provided. 3. CHARGES 3.1 Any installation charges and on-going rental charges are as set out in Appendix 8. If any excess installation costs are incurred as described in Clause 1.3 these will be detailed to the Customer during the installation. If the Customer does not agree to these charges then the Supplier reserves the right to reject the installation. 3.2 If any additional excess costs are incurred by the Supplier during installation, which were not reasonably foreseeable, the Supplier reserves the right to pass these costs onto the Customer. 3.3 If the Customer cancels the service prior to installation, but after the Supplier has committed to an agreed installation date the Supplier reserves the right to pass on any costs reasonably incurred, including those incurred by any supply partners. Timico Limited 2013 Page 2 of 4 DOC 7.2.10 v3 Nov 2013
3.4 If the applicable Colocation agreement states that the Customer s service has a monthly Data Transfer allowance, the Supplier reserves the right to charge for any excess usage or to contact the Customer to discuss a better suited package. 3.5 If the applicable Colocation agreement states that the Customer s service has a power allowance, the Supplier reserves the right to charge for any excess usage or to contact the Customer to discuss a better suited package. 3.6 The number of IP addresses provided will be stated on the Agreement. If additional IP addresses are required they will be chargeable and provided at the Supplier s discretion as the use of IP addresses must be justified. 3.7 If any additional cabling is required it will be chargeable. 4. CONTRACT TERM AND CANCELLATION FEE 4.1 The Initial Term is stated in the Agreement. 4.2 If the Agreement is terminated by the Customer while any of the individual dedicated bandwidth services are still within the Initial Term, then the Supplier shall exercise its right to levy a Cancellation Fee, which shall be calculated on a pro-rata basis, for outstanding rental charges on each of the individual dedicated bandwidth services still within the Initial Term. 5. SERVICE LEVEL AGREEMENT 5.1 Provision of new services will be five (5) working days whilst confirmation that the service is available will be received within two (2) working days. All installations are subject to pre-qualification. 5.2 Confirmation of whether space can be reserved will be provided within two (2) working days. If space is reserved, the Supplier has the right to contact the Customer to provide thirty (30) days notice that the space can no longer be reserved. 5.3 The service package may not be downgraded to a level below that which has been agreed within the Agreement. In the event that an upgrade or downgrade is performed, including bandwidth and power, the billing rate will be changed effective from the 1 st day of the next month. Upgrades or downgrades do not affect the current contractual term. 5.4 Installation of the service will take place between the hours of 09.00am 17.30pm, unless specified on the Agreement. Out of hours installation may be available but may levy additional charges. 5.5 The Newark Data Centre and other premises used in connection with the Services must be left in the state detailed within Section 5 of the Data Centre Access Policy as provided by the Customer to the Supplier. Timico Limited 2013 Page 3 of 4 DOC 7.2.10 v3 Nov 2013
6. SERVICE AVAILABILITY AND PERFORMANCE 6.1 The monthly availability target is 99.99% based on a standard 30 day month. The following formula is used to calculate the monthly availability. Monthly Availability (%) = (30 x 24 x 60) (Total Unavailable Time in minutes) x 100 (30 24 x 60) 6.2 The components included within the availability target are listed below: 6.2.1 Data Centre Network 6.2.2 Data Centre Infrastructure 6.3 The components not included within the availability target are listed below: 6.3.1 Customer Owned Equipment 6.3.2 Server Antivirus 6.4 The Supplier may be required to perform maintenance on the Data Centre Infrastructure and Data Centre Network to provide optimal performance and security. Full details of the Maintenance Policy can be found within the Service Promise document. 6.5 Power is deemed available if the Newark Data Centre is powered. Power will deemed to be not available if it cannot be supplied to all equipment within the Newark Data Centre. 6.6 Cooling is provided in N+N availability and the average temperature of the Supplier s cold aisle containers is 20 +/- 5. 6.7 The Supplier is not liable for any insurance of Customer owned equipment within the Data Centre. The Customer must ensure that they have their own insurance policy in place to cover equipment that is located in a 3 rd party building. 7. SUPPORT LEVELS AND FAULT RESOLUTION 7.1 All details of the opening hours for technical support can be found in the Timico Service Promise document. 7.2 Supplier colocation includes equipment reboots within business hours (9.00am 17.30pm). 24 hours notice is required wherever possible. However, emergency or service affecting requests will be given priority and the Supplier will use reasonable endeavours to carry them out as soon as possible. Requests for reboots must be made with the Technical Support team. Timico Limited 2013 Page 4 of 4 DOC 7.2.10 v3 Nov 2013
7.3 The Supplier offers remote hands support for any other professional services, as stipulated within the Remote Hands Service Policy document provided by the Supplier to the Customer. Package details will be stipulated on the Agreement. Where no package is taken, all Remote Hands requests will be chargeable. Professional services, such as installation of additional equipment or server management will be charged at a separate rate to Remote Hands. 8. EXCLUSIONS 8.1 The Service Levels do not apply where the fault is a result of the Customer Owned Equipment or customer configuration. 8.2 If loss of power is caused due to exceeding the Customer s allowance and/or tripping the breaker, the Services will not be deemed unavailable. Timico Limited 2013 Page 5 of 4 DOC 7.2.10 v3 Nov 2013