Ancero Colocation Hosting Service Guide

Ancero Colocation Hosting Service Guide

Contents Service Overview... 3 A Turnkey Solution for Consolidation, Cost Control and Global Growth... 3 Expand Capacity, Extend Reach... 3 Maintain Control, Minimize Costs... 3 Decrease Risk, Tighten Security... 4 Consolidate and Save... 4 Features and Benefits... 4 Help Desk & Support... 5 Support Hours... 5 Response vs. Resolution Time... 5 What You Should Do Before Contacting the Help Desk... 6 Help Desk Service Level Objective... 6 Customer Obligations... 7 2014 Ancero, LLC. Page 2 of 7 v01282014

Service Overview A Turnkey Solution for Consolidation, Cost Control and Global Growth While expanding into new markets or acquiring new companies can be exciting, it can be downright exhausting for data center managers especially those already knee-deep in massive IT consolidation projects. Each of these situations call for squeezing more out of the budget and over-crowded data center space. It comes down to a construction vs. colocation decision: Find the funds to build a new data center or tap into colocation hosting services for faster, more cost-effective consolidation and easier growth. That s why customers take advantage of Ancero s colocation services, powered by AT&T, a recognized leader in enterprise hosting for more than 10 years and a leading network service provider with thousands of customers across six continents. We can help you realize your IT expansion and consolidation goals. Expand Capacity, Extend Reach Data center construction can take as long as 12-18 months. But you couldn t and shouldn t put your plans on hold for that long. With a turnkey colocation solution from Ancero you don t have to. Instead, tap into the global coverage of our Internet Data Centers and the extensible power of the AT&T network. Ancero colocation services, powered by AT&T, include: Presence in an AT&T global Internet Data Center Physical security, scalability and availability of a fully redundant enterprise-class data center Access to the vast and powerful AT&T network the world s leading global IP network High-bandwidth, low-latency connections for seamless communication with public and private networks 24x7 monitoring of Internet Data Centers and network connections Customers can start small with one server or expand to cover thousands of square feet across multiple Internet Data Centers. With colocation, you can quickly expand both capacity and reach with less disruption and more flexibility. Our proven experience in applying best practices and engineering standards with consistency and discipline around the world greatly simplifies and streamlines your global expansion and consolidation initiatives. Maintain Control, Minimize Costs With Ancero colocation services, powered by AT&T, you manage and maintain your hardware infrastructure within our Internet Data Center. This means you gain the cost and growth benefits of colocation, while maintaining complete control over your systems and data. Colocation also helps you avoid or defer new facilities construction and related staff costs. You pay a monthly fee, which makes it easier to manage and predict your IT budget as you expand. Colocation services also give you some breathing room to focus on how to best plan for, allocate, and budget a mix of in-house and outsourced resources to support growth. 2014 Ancero, LLC. Page 3 of 7 v01282014

Decrease Risk, Tighten Security Our Data Centers consistently deliver upon the highest standards for performance, reliability, and security to reduce business risk. Physical Security. With SAS 70 Type II examinations and SysTrust and PCI audits, every data center delivers physical security for hosting your critical applications. Compliance. Our high security levels make regulatory compliance easier. With Internet Data Centers around the world, we can help you meet the varying security demands for systems outside the U.S. Multi-layered Network Security. A highly secure network can be your first line of defense against threats. That s why we employ a defense-in-depth strategy of continuously deploying additional layers of security behind the network perimeter. As a result, you can feel more confident as you implement applications in new markets or expand your global presence. Guaranteed Availability. Our Internet Data Centers and networks deliver up to 99.999 percent availability. This is further fortified by our industry-leading service level agreements. Built-in redundancy (N+1, 2N UPS) ensures your systems stay up and running. Redundant Power and Cooling. High density racks, cabinets, and server blades use more power and generate a lot of heat. Adding new systems to increase computing capacity only worsens the problem, causing cooling costs to escalate, along with system failure rates and power outages. Our Internet Data Centers employ the latest redundant power supply and cooling technologies to decrease outages and increase availability. Expertise. A highly trained and proficient data center staff means you can worry less about outages and Security concerns and focus more on critical IT initiatives. You can rest easy, knowing your systems reside with a company who manages data centers for thousands of customers every day from one server to multiple servers spread across the world. Consolidate and Save Colocation is an ideal opportunity to consolidate expensive IT resources distributed across many data centers. Since our Internet Data Centers and network extends across the world, consolidating your global operations becomes much easier and more cost-effective. Some customers consolidate resources that support mission-critical applications or specific business units or regions, while others use our Internet Data Centers as disaster recovery for primary in-house systems. You have the flexibility to decide what and where you consolidate. If you need help designing and implementing a colocation solution that supports your strategy and costcutting goals, our professional services team can provide data center consolidation services to assist you. Features and Benefits Access to a global, enterprise-class AT&T Internet Data Center Connection to the AT&T network Comprehensive 24x365 monitoring Award-winning Customer Support Combined power of Ancero s expertise and support, AT&T s global network assets and enterprise-class Internet Data Centers worldwide Access to the world s No. 1 global IP network for multinational customers High bandwidth, low latency IT services around the world 2014 Ancero, LLC. Page 4 of 7 v01282014

Multiple layers of redundancy for 99.999 percent availability Reduced risks with layered physical security, high reliability and compliance readiness A predictable monthly fee to avoid capital investments AT&T s 10 years of enterprise hosting experience Freedom to focus in-house IT staff on other growth and consolidation initiatives For a complete service description of Colocation Hosting Services, including Service Level Agreements, please click here: Colocation Hosting Service Guide. Help Desk & Support Support Hours Unless otherwise agreed to in writing, help desk support for non-critical issues (P2 and P3 Severity Codes as defined below) will be provided during regular business hours, which are defined as Monday through Friday from 8:00AM to 8:00PM EST. Critical issues such as a complete service outage will be responded to on a 24x7x365 basis. A Customer request to obtain emergency support for a non-critical issue outside of standard business hours will be billed separately. Statutory holidays observed by Ancero are New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. During these designated holidays Ancero may operate with a reduced staff and Customers may experience slower than normal response times. Response vs. Resolution Time It is critical to understand that response time and resolution time are separate and distinct measurements of time. Response time is the time it takes to initially return contact to a Customer and acknowledge the problem after the Ancero technical staff has received a service request. Resolution time is the date and time a given problem is actually resolved. Because of the potential impact of third party vendors and the complexity of certain kinds of technical situations, Ancero cannot provide guaranteed resolution times. If a problem cannot be resolved within the escalation time frame it will be automatically escalated from the help desk technician to a higher level resource for additional support. A variety of factors, including many beyond Ancero s control, can impact the time needed to resolve a technical problem. In most cases, support requests will require the active participation of a Customer representative who is familiar with the reported problem, and who is able to work with the assigned Ancero support technician to ensure a satisfactory resolution. Third party vendor support agreements and their associated response times can significantly impact the time needed by Ancero to resolve a technical problem. 2014 Ancero, LLC. Page 5 of 7 v01282014

There are two convenient ways to contact Ancero when you need technical support: 1. By Telephone: (856) 210-5800 (Option 1) To submit a request for technical support by phone, please call the number listed above any time of day or night. Our emergency support procedures include a built-in escalation plan to ensure that your support request is handled as soon as possible. 2. By Email: support@ancero.com To submit a request for support via e-mail, please send your request to the support e-mail address listed above. The use of e-mail for technical support should be limited to non-emergency service requests only. For immediate, emergency service please call the Help Desk. What You Should Do Before Contacting the Help Desk When you call or send a message, please ensure that you have detailed and complete information: Your name & location and where & how to contact you in case of a problem A description of the problem and its severity Any error messages Any changes made recently In case of a request or question, description of request or question and relevant details Help Desk Service Level Objective Ancero provides all Colocation Hosting customers with access to priority support from our help desk and support staff. The following matrix defines the service level objective provided by Ancero under this Service: Severity Code Severity Initial Response Time Escalation P1 Critical A situation that is causing a critical impact to the Customer s business operation with wide-spread outage, or impact to a critical user or group of users, and no immediate workaround is available. The Customer s workflow capabilities are severely limited or degraded. 15 minutes from receipt of call 1 Hour from first response P2 High - A P1 situation with a workaround such that the Customer can continue to use the service at an acceptable level. The Customer s workflow capabilities may be moderately limited or degraded. 30 minutes from receipt of call 4 Hour from first response P3 Normal - Low impact problems and/or services which do not require immediate resolution or completion, as they do not directly affect the Customer s productivity or limit functionality. This includes routine system maintenance and updates as required. The Customer s workflow capabilities are not limited or degraded. P3 issues are considered non-critical and will be handled during standard business hours. 4 hours from receipt of call As necessary as determined by engineering staff 2014 Ancero, LLC. Page 6 of 7 v01282014

Note: Ancero s technical staff reserves the right to adjust the severity code as the situation develops, and as the support requirement warrants. Customer Obligations Customer must notify Ancero in advance of material changes that may impact this service, or inhibit or delay Ancero s ability to render service. Customer must assign one or more staff members to assist and actively work with Ancero technical staff as needed to resolve problems, especially during the initial service provisioning process. 2014 Ancero, LLC. Page 7 of 7 v01282014