Section I: Introduction and Service Description. OPERATIONS MANUAL DATA CENTER COLOCATION Company means MCI Communications Services, Inc., d/b/a Verizon Business Services, or any affiliated entity designated as the provider of any Service offered in the Guide. 1. Data Center Colocation provides: a. Fully scaleable bandwidth connections between Company and Customer s Equipment at 1.544 Mbps (DS- 1/T-1) through 2.5 GB (OCx/GB) levels. b. 24 x 7 Customer access to Customer s Equipment. Customer may access Advanced Data Centers between 8 a.m. and 5 p.m. local time, Monday through Friday. At any other time, Customer must contact Company at least 1 hour prior to the time Customer accesses the Data Center. Customer access to Customer s Equipment located in Standard Data Centers is available upon at least 24-hour advance written notice by Customer to Company. c. Technical Support (also referred to as Hands and Eyes Support ) d. Company provides a web based portal, Verizon Business Customer Center. Customers in Premium Data Centers are provided access to certain account information including data center access lists and bandwidth utilization and may open tickets and access the technical library and documentation. Customers in Premium, Standard and Advanced Data Centers may open a trouble ticket via the Client Central portal at http://www.verizonbusiness.com/us/support or by calling the Company support line at the number provided to Customer by Customer s account team. For customers in Standard and Advanced Data Centers the portal offers limited functionality. e. Facility Services i. Company will perform certain services that support the overall operation of the Facility (e.g., janitorial services, environmental systems, and maintenance) at no additional charge to Customer. ii. In the Facility, Company will maintain in a Standard or Advanced Data Center a temperature of 72 degrees Fahrenheit plus or minus 8 degrees with 20 percent to 65 percent (non-condensing) humidity within the Facility. The temperature is measured from the intake of the computer room air conditioning unit. iii. In the Facility, Company will maintain in a Premium Data Center conditioned air within the cold aisles, which means the enclosed area between adjacent rows of cabinets of the Premium Data Centers as measured by the building monitoring systems: o Low End Temperature: 64.4ºF o High End Temperature: 80.6ºF o Low End Moisture 41.9 ºF DP (Dew Point) o High End Moisture 60% RH & 59 ºF DP The temperature and humidity terms above for Premium Data Center are in accordance with the 2008 ASHRAE Environmental Guidelines for Datacom Equipment. iv. In the Facility, Company will maintain in a Premium, Standard and Advanced Data Centers: 1. a response time of 2 hours to respond to temperature alarms from the computer room air conditioning (CRAC) units and Company will subsequently take steps as required to solve the problem. 2. a response time within Company s standard response intervals based on the severity of the problem and will work with Customer to determine the best course of action in terms of changes that can be Page 1 of 5
made by Company or by Customer to remedy the issue. Such changes may include (but are not limited to) Company making changes to perforation tiles in the Customer cage, Company making changes to the CRAC set points, or Customer making modifications to the Customer equipment configuration. In some cases, recommended changes may require additional charges to the Customer. 3. internal alarm systems to monitor the operational status of the facility systems and report any failures or anomalies to Company operations personnel. 4. and monitor security systems (e.g., closed circuit TV and pass card systems) to prevent unauthorized entry or other security breaches. v. In the Facility, Company will provide: 1. a standard equipment cabinet or relay rack and the weight specifications are listed in the following sections. 2. AC and/or DC power circuits, exclusively, as specified in the individual Service Order for each Facility. 3. fire suppression services. 4. a separate and insulated ground bus bar in the Facility and will supply a grounding conductor between the bus bar and the Space. 5. A&B DC power feeds for Customer s redundancy and protection purposes only, when requested on the Service Order and available. Customer must provide a fail-safe circuit (C-source diode) type power panel to terminate the DC power cable feeds if the Equipment is not designed with power redundancy (i.e., A and B input power). 6. protected DC power through rectifier chargers that convert the supplied AC voltage to DC and to maintain a float charge in storage batteries. vi. Data Center Colocation at a Premium Data Center, at an Advanced Data Center and at a Standard Data Center provides the infrastructure services necessary to deploy a Customer s Internet applications and includes: 1. web-server cabinets, telco cabinets, two-post racks, and custom footprint; in caged and non-caged (on the open Data Center floor) configurations. A Custom Cabinet Footprint is 24 square feet in a non-caged space and 32 square feet in a caged space. Each cabinet/rack can support a total equipment weight of 1250 lbs. Requests for cabinets that can support up to 2000 lbs may be accommodated. This will require Company s prior approval and there may be additional charges to fulfill such requests. Customer will ensure the Equipment weight does not exceed 1250 lbs or the amount approved by Company, as applicable. Effective September 1, 2008 Company will not provide half-cabinets or permit Customer-provided cabinets. Customers with such cabinets installed prior to September 1, 2008 are permitted to maintain such cabinets with the understanding that no subsequent orders for half-cabinets or Space for Customer-provided cabinets will be accepted by Company. 2. 24X7 Customer access to the facility; 3. Power Options: AC, DC and 3-phase power supply options are available. AC Power: AC power supply (for specific options see Section IV rates and charges for the applicable Data Center type) is available and delivered in a redundant or non-redundant fashion depending on the service ordered. Customer may also order a combination of 20 amps AC 120 volt and 30 amps AC 120 volt receptacles (for which Company will provide power strips) or Customer may also plug directly into an electrical receptacle. Any Customer provided power strips must meet National Electric Code requirements. Page 2 of 5
4. delivery of AC power to the Space in a redundant (2X) fashion if Customer orders it. Redundancy is achieved by installing primary and redundant power circuits to the Space which allows for failover if the primary power circuit fails. An example would be if a customer orders 2 x 20 amps x 120 volts redundant power circuits to the Space, one of the 20 amps x 120 volt circuits is to be used as primary and the second is to be used for failover purposes only. Company s AC Power Availability Service Level Agreement ( SLA ) provides that one of the power circuits (A or B) will be supplied power 100% of the time with the understanding that the total power draw on a cabinet must not be more than the National Electrical Code standard which means that Customer s power draw will not exceed 80% of amperage rating or breaker size, e.g. the maximum current allowed for a power installation of 2 x 20 amps x 120 volts (a redundant pair) is 16 amps (i.e. 80% of 20 amps). The maximum power draw can be 1920W (i.e. 0.8 x 120V x 20 amps) for the redundant pair of power outlets. Any customer order with a potential power consumption of more than 5KW total per cabinet will require Company s review and approval prior to installation. To be eligible for Company s AC Power Availability SLA, Customer must have Equipment capable of utilizing dual power sources and Equipment must be plugged directly into both the A power strip and the B power strip/receptacle. Customer is responsible for making the power connections and ensuring the power draw does not exceed 80% of amperage rating or breaker size as previously stated. Customer utilization of contracted redundant power in a non-redundant fashion, will not be eligible for the power SLA, and Customer will be required to rectify the usage in accordance with the contracted load and usage upon Company s notification within 10 business days and in accordance with the following. If a power upgrade is available, Customer will rectify usage by upgrading power to ensure redundant power is only used in a redundant fashion. If a power upgrade is not available, Customer will rectify usage by lowering power consumption to ensure redundant power is only used in a redundant fashion. Customer can elect to contract power in a non-redundant fashion, yet such configuration would not be eligible for power SLA. All loads are calculated based on individual circuits. 5. physical security, which includes electronic card reader access, surveillance cameras, KeyTrac, biometric scanner, and 24x7 security guards. 6. direct access to the Company s IP Backbone via Data Center Primary Internet Connectivity. Company offers either tiered or burstable primary circuits. Tiered bandwidth offers network connectivity with a maximum bandwidth limit. Burstable bandwidth provides usage based flexible connectivity. 7. a customer work area furnished with shared workstations, Internet access and telephones. Use of the customer work area is on a first come first serve basis. Customer will not use the customer work area as a primary work location for any of Customer s employees or agents. 8. provides both telco carrier-grade facilities and the infrastructure services necessary to deploy a Customer s Internet applications, and includes: 9. web-server cabinets, telco cabinets, two-post racks, and custom footprint; in caged and non-caged configurations. A Custom Cabinet Footprint is 24 square feet in a non-caged space and 32 square feet in a caged space. Each cabinet/rack can support a total equipment weight of 1250 lbs. Requests for cabinets/racks for Equipment that exceeds 1250 lbs may be accommodated. This will require Company s prior approval and there may be additional charges associated to fulfill such requests. Customer will ensure that Equipment weight does not exceed 1250 lbs or the amount approved by Company, as applicable. 10. Non-UPS, Non-redundant 20,30, 50 amp AC power supply or redundant 30, 50, 60 amp DC power supply options available. 11. UPS option available. Please find detailed information about customer provided Uninterruptible Power Supply (UPS) option in Feature & Options section below. 12. lock-and-key secured entry into building, with limited surveillance camera capability; 13. availability of Fast Ethernet connectivity to Company s IP Backbone (requires additional contract for Internet Dedicated). vii. Data Center Colocation at an Advanced Data Center provides telco carrier-grade facilities, including: Page 3 of 5
1. web-server cabinets and Telco cabinets in a non-caged configuration. Each cabinet/rack can support a total equipment weight of 1250 lbs. Requests for cabinets/racks for Equipment that exceeds 1250 lbs may be accommodated. This will require Company s prior approval and there may be additional charges associated to fulfill such requests. Customer will ensure that Equipment weight does not exceed 1250 lbs or the amount approved by Company, as applicable. 2. Non-UPS, Non-redundant 20 and 30 amp AC power supply or non-redundant 30, 50, and 60 amp DC power supply. 3. UPS option available. Please find detailed information about customer provided Uninterruptible Power Supply (UPS) option in Feature & Options section below. 4. lock-and-key secured entry into building, with limited surveillance camera capability. 2. In order to subscribe to Data Center Colocation at a Standard Data Center Customer must subscribe to either: a. a minimum of one (1) Mbps of Company s data services (for example, IP services (Internet Dedicated access bandwidth), Frame Relay Service, ATM service, Domestic Private Line Services, or Private IP Service), or b. Voice Services (i.e., access to Company s voice network), associated with Data Center Colocation at a Standard Data Center for the first three (3) or fewer cabinets. Customer must subscribe to one (1) additional Mbps of such Company services for each additional cabinet above the initial three purchased by Customer. 3. Availability. The first two hours of technical support at a Data Center (Hands and Eyes Support) during a given monthly period is provided at no charge. After the first two hours of support during a monthly period, Customer will pay a per hour charge for Hands-and-Eyes Support, in 15-minute increments. a. Customer may request Hands and Eyes Support by opening a trouble ticket at Company s Customer Support center which is available on a 24x7x365 basis to receive Customer s requests. The contact information for Company s Customer Support center will be provided to Customer during implementation. Company will endeavor to provide Hands and Eyes Support in accordance with the timeframe objectives stated below, in response to a trouble ticket opened by Customer requesting Hands and Eyes Support at a particular location: i. Emergency requests: Company s objective to respond to an Emergency request is within two hours after the trouble ticket is opened. ii. Non-Emergency requests: Company s objective to respond to a non-emergency request is within 12 hours after the trouble ticket is opened. b. The timeframes stated above are objectives only and are not guarantees and are subject to the availability of a Company engineer, c. A request is considered an Emergency when Customer's entire site or single critical device is nonresponsive. A request is considered a "Non-Emergency" when there is a short term work around for a system outage or the requested change is of the nature that it can be scheduled for a future date and time. 4. Hands and Eyes Support includes the following basic operations: a. assisting Customer in correcting equipment circuit dysfunction by replacing degraded components with available spare cards provided by Customer (availability of all spare cards shall be the responsibility of Customer); b. rebooting Equipment; c. pressing of reset or other readily accessible buttons or switches; d. reconfiguration of non-restricted cables with push-on connectors; e. verification of Equipment status; and, Page 4 of 5
f. verification of cross connections. g. Cross-Connect cables connect the Customer s Equipment with telecommunications services via a circuit from the patch panel inside the Data Center to the Customer s cabinet inside the Data Center. The patch panel is the demarcation point ( d-marc ) where Company or a third-party carrier terminates its circuit. Various types of cross-connect cables may be provisioned through Company. All cross-connections relevant to interconnecting the Equipment with telecommunications services shall be established through Company s common cross-connect panel in each Facility. Interconnect signal and power cabling between Company and Customer will be as designated by Company. At Customer s request, Company will provide a DS1/DS3 demarcation panel inside the Space and terminate signal cable to it. 5. This option provides two circuits of equivalent bandwidth (i.e., 2 X 6 Mbps, 2 X 10 Mbps, etc.) to the Company s IP network. Company provisions each circuit from separate Company switches and delivers to the Customer Space. 6. Shadow Service is only available if Customer orders an equivalent primary service from the Company. The contracted term of Shadow Service will be the same as the term of Customer s primary service. Shadow Service requires that the Shadow Service Measured Use Level not exceed the Maximum Shadow Measured Use Level of 64 kbps while the primary service connection is available. If the Maximum Shadow Measured Use Level is exceeded at any time while the primary service connection is available, Company will bill Customer an excess usage charge for the affected access service for that Measured Use Level. Company will bill these charges until the Measured Use Level of the Shadow Service in a month decreases below the Maximum Shadow Measured Use Level. 7. Cabinet cabling enables inter-connections between multiple cabinets of the same Customer and also may be used to establish connectivity between different Customers if both parties agree. Section II: Service Level Agreement 1. The Service Level Agreement (SLA) for Company s B&R Service and Data Center Service at a Premium Data Center is set forth at http://www.verizonbusiness.com/terms (or other URL designated by Company). Company reserves the right to amend the SLA from time to time effective upon posting of the revised SLA to the URL; provided that Company will use commercially reasonable efforts to notify Customer of amendments to the SLA. Company may provide notice to Customer via Customer invoices or inserts or via electronic mail at the Customer s e-mail address. The SLA sets forth Customer s sole and exclusive remedies for any claim relating to the Data Center Colocation service or usage of the Company s Network, including any failure to meet any service level set forth in the SLA. Company s records and data will be the basis for all SLA calculations and determinations. Notwithstanding anything to the contrary, the maximum amount of credit in any calendar month under the SLA will not exceed the monthly recurring charges and/or installation charges and/or Start-Up fees, which, absent the credit, would have been charged for the Data Center Colocation service that month. Page 5 of 5