Customer Service Manual. Meridian Gate London. Customer Service Manual - Meridian Gate

Transcription

1 Customer Service Manual Meridian Gate London 1

2 CONTENTS 1.0 Location and site contact details 2.0 Authorised contact list 3.0 Digital Realty support portal 4.0 Access to site 5.0 First Line Support 6.0 Deliveries and collections 7.0 Cabling, quoted works and cross-connects 8.0 Maintenance work 9.0 Customer feedback and useful contacts 10.0 Acceptable Use Policy Health, safety & fire regulations 13 2

3 1.0 LOCATION AND SITE CONTACT DETAILS Please take a moment to review this document in full, especially if you are a new customer or new visitor to Meridian Gate. Please ensure that visitors have reviewed the Acceptable Use Policy on page 12 before their first visit to site. If you have any queries about the Customer Service Manual, or your Digital Realty services please use the contact details below. 1.1 Address Memaco House Meridian Gate 215 Marsh Wall London E14 9FJ Tel: opsmer@digitalrealty.com 1.2 Escalation path Escalation Path Name/Position Telephone 1. Operations team opsmer@digitalrealty.com 2. Gary Carter, Data Centre Manager gcarter@digitalrealty.com 1.3 Car parking Meridian Gate has a limited number of car parking spaces for visitors to use. These spaces are available on a first come, first served basis. The nearest 24 hour National Car Park facility is located at London Lawn House Close, Lawn House Close, E14 9YQ. 1.4 Meeting rooms and customer rest areas Meridian Gate visitors can book a meeting room for their use by contacting the Operations team on to confirm availability. Customer rest areas are available for any visitor to site. 1.5 IP, virtual, network and managed services Please note that the information in this document refers to your co-location services. If you have queries regarding your IP, virtual, network or managed service, please contact our specialist Support team on support@telecity.com or

4 2.0 AUTHORISED CONTACT LIST 3.0 DIGITAL REALTY SUPPORT PORTAL All customers are required to complete an Authorised Contact List in order to maintain the security of the data centre. The Authorised Contact List details a number of key contacts within the customer s business: Contacts with permission to request access to site Contacts with permission to request First Line Support (including deliveries to site) Contacts with permission to request quoted works Emergency contacts Day to day operational contacts Contacts who require details of upcoming maintenance Contacts with permission to access the Digital Realty support portal Contacts with permission to request quoted works, including cross-connects and cabling The Authorised Contact List is controlled by the Authorised Contact List Owners nominated by the customer s business. Only Authorised Contact List Owners can view the list or make changes to the permissions. Please note that Digital Realty cannot release the names of contacts within the Authorised Contact List to any customer personnel apart from the nominated Authorised Contact List Owners. Digital Realty recommend that customers nominate at least three Authorised Contact List Owners, as the Authorised Contact List must be updated as soon as possible in the event of any changes within the customer s business. If all nominated Authorised Contact List Owners leave your organisation without nominating new Authorised Contact List Owners, Digital Realty require a signed letter of authority on company letter head paper from an individual at Director level or above to add individuals as Authorised Contact List Owners. To update your Authorised Contact List please ensure your Authorised Contact List Owner contacts opsmer@digitalrealty.com directly. The Operations team will be happy to assist. The Digital Realty customer support portal is the most convenient way to request access to site, First Line Support and to arrange deliveries. The portal is located at: In order to access the support portal, customers will need the correct permissions on their company s Authorised Contact List. Please contact opsmer@digitalrealty.com if you have any queries, including password resets and reminders. Please note that customers using IE10 will need to follow the configuration instructions on the log-in page of the support portal before proceeding. 4

5 4.0 ACCESS TO SITE Meridian Gate is open to visitors 24 hours a day, every day. Customers with permission to request access on the Authorised Contact List can request access to their area(s) within Meridian Gate up to 31 days in advance via the support portal or . Customers requesting access to site will be issued with a unique access code. Please ensure the access code is quoted upon arrival at site. Access cannot be granted to any visitor without a valid access code. Please note that access will be granted between 00:01 and 23:59 on the requested day. Visitors arriving late in the evening who may need to remain on site past midnight are advised to request access for the following day in advance to avoid interruptions to their visit. Photographic identification is required on your first visit to site. Please see page 5 for examples of acceptable photographic identification documents. Visitors arriving on site with a valid access code will be granted access to your location unless the request states otherwise. If your visitor is arriving to complete work on one particular rack, we strongly recommend that the rack reference is given on the access request, with instructions not to give the visitor keys to any other locked racks. 4.1 Requesting access via the support portal The support portal is the easiest way to request access, as access codes are generated immediately. Please visit and log in using the login details provided. If you have any issues logging in or require help using the portal please call the Meridian Gate Operations team on You will receive your access code immediately via the portal and Requesting access via Customers with permission to request access on the Authorised Contact List can the Meridian Gate Operations team at opsmer@digitalrealty.com, Please ensure the request is sent from the address Digital Realty have been given on the Authorised Contact List, as our security validation is completed by address, not name. You will receive your access code via once the request is processed by the Operations team. 4.3 Emergency access requests In the event of an emergency which requires a visitor to attend site but access cannot be requested online or via , please call the Meridian Gate Operations team on The Operations team will check the caller has permission to request access to site, then call back on the phone number we have listed for that person on the Authorised Contact List. These validation checks are required in order to maintain the security of your services. Once validated, the caller will be given an access code over the phone. We will need to complete further security checks, such as contacting an Authorised List Owner if we are unable to contact you on the number provided. 4.4 Acceptable photographic identification Examples of acceptable photographic identification: Valid passport Valid UK or European driver s license Valid company ID card with photograph To maintain the security of the data centre, the following forms of photographic identification cannot be accepted: Photocopies Company ID cards with an expired date If you have any queries regarding photographic identification, please contact the Meridian Gate Operations team before you arrive on site on Accessibility Visitors with accessibility requirements are asked to contact the Meridian Gate Operations team before their visit on The Meridian Gate Operations team will ensure the appropriate arrangements are made. 4.6 Third party visitors Customers are welcome to invite third party visitors into their own area(s). Access can be requested by a customer with request access for anybody permission on the Authorised Contact List. If you wish your visitors to be supervised, or their access limited in any way, please contact opsmer@digitalrealty.com to arrange escorting or supervision under the First Line Support process. Third party visitors attending site to complete any work involving a degree of risk must submit a full Risk Assessment and Method Statement 48 hours ahead of their visit. Examples of work requiring RAMS include moving cabinets within a customer area, lifting floor tiles and running cabling between cabinets in the same suite. Please ensure these documents are sent to the Operations team with 48 hours advance notice. Once the documents have been reviewed, a work permit will be granted to cover the actions detailed on RAMs for the specific time and date requests. 4.7 Visitors under 16 years Due to Digital Realty s Health and Safety regulations, visitors under the age of 16 are not permitted to attend site. 4.8 Behaviour on site Please note that Digital Realty reserve the right to refuse access to visitors with a valid access code if they are, or appear to be impaired or unfit through substance misuse. Digital Realty reserve the right to refuse access to any visitors using abusive or threatening language towards our staff, contractors or other visitors. 5

6 5.0 FIRST LINE SUPPORT Digital Realty provide technical support through our highly experienced Customer Service Engineer team. Based on site on a 24 hour basis, our Customer Service Engineers are always at hand and ready to provide a wide range of services, support and guidance to our customers. Digital Realty defines First Line Support (FLS) as any instance when customers request intervention to their equipment or assets. As First Line Support requests are completed under precise customer instruction, the responsibility of the outcome remains with the customer. Please note that First Line Support must be requested from a customer with the correct permissions on the Authorised Contact List. Digital Realty offers two levels of first Line Support at Meridian Gate. Level 1 First Line Support includes standard support tasks, for example: Managing customer deliveries and collections Device labelling Escorting and supervising visitors Visual inspections Support with audits, such as completing equipment inventory Managing removable media Rubbish removal Hardware installation and removal Level 2 First Line Support has been designed to deliver a more advanced support service, for example: Software installations (application or operating systems) Logging on to a customer s server, switches or routers to complete changes or execute system admin processes Requesting that require access to the internal casing of customer equipment Any time spent carrying out First Line Support requests by any member of Digital Realty staff will be deducted from your allocated First Line Support allowance or charged at the current rate. Digital Realty charge a minimum of 30 minutes for each First Line Support request. If your request takes longer than 30 minutes to complete Digital Realty will charge in 15 minute intervals. Please note that it is not possible to cap an individual s First Line Support usage or advise a contact when the monthly total goes above a particular amount. A breakdown of the time spent on each First Line Support task will be added to your invoice. If you have any queries over the billing or costs of First Line Support, please contact your Account Manager. If you have a request not covered above, or have any queries regarding the First Line Support process, please contact the Meridian Gate Operations team at opsmer@digitalrealty.com. 5.1 Requesting First Line Support via the support portal The support portal is the easiest way to First Line Support as the request is automatically logged in our system. If your request is urgent, Digital Realty recommends that you visit to log the request and then call the Meridian Gate Operations team on to request urgent assistance. 5.2 Requesting First Line Support via Customers with permission to request First Line Support on the Authorised Contact List can do so by ing the Meridian Gate Operations team at opsmer@digitalrealty.com. Please ensure the request is sent from the address Digital Realty have been given on the Authorised Contact List, as our security validation is completed by address, not name. You will receive your First Line Support reference via once your is validated and processed by the Operations team. 5.3 Emergency First Line Support requests As with emergency access requests, Digital Realty recognise that on occasion customers may not have access to the support portal or . In order to log an emergency request please call the Meridian Gate Operations team on The Operations team will check the caller has permission to request First Line Support, then call back on the phone number we have listed for that person on the Authorised Contact List. These validation checks are required in order to maintain the security of your services. Once validated, the request will be logged and the caller given a First Line Support ticket reference over the phone. We will need to complete further security checks, such as contacting an Authorised List Owner if we are unable to contact you on the number provided. 5.4 Escorting and supervising visitors Digital Realty are happy to escort and/ or supervise visitors on your behalf under the First Line Support process. The supervision service needs to be arranged in advance to ensure Digital Realty can accommodate your request. Please contact the Meridian Gate Operations team at opsmer@digitalrealty.com to arrange. 5.5 Ceasing cross-connects In order to protect your services, Digital Realty will only accept cease requests from contacts on the Authorised Contact List with First Line Support permissions. Although this is logged as a First Line Support requests, ceases are not chargeable. Please opsmer@digitalrealty.com with the details of the cease and the Meridian Gate Operations team will confirm when the work has been scheduled. 6

7 6.0 DELIVERIES AND COLLECTIONS As part of our security accreditations, Digital Realty requires all customer deliveries to be logged before the delivery arrives at site. This enables Digital Realty to allocate the delivery to the correct customer and maintain the security of the site. Delivery requests can be logged via the support portal or by any customer with permissions to request First Line Support. Digital Realty recommend logging all delivery requests on the support portal as this enables customers to monitor which items have arrived. Please ensure that the unique delivery reference number issued by Digital Realty is given to the courier or supplier. The delivery reference number must be printed clearly on the outside of the packaging. If the delivery is already in transit please log the delivery request and advise Digital Realty of any other unique references on the packaging, such as a tracking number. Please note that large and heavy deliveries must be arranged directly with site before the courier is dispatched and we require a representative from your company to attend site to oversee the delivery. Digital Realty define a large or heavy delivery as any item that cannot be safely moved by one person and cannot provide any specialist moving equipment. Please bear this in mind when placing orders with suppliers who may group multiple items together for transport. If you are expecting a large or heavy delivery, or are unsure if your delivery qualifies please the Meridian Gate Operations team at opsmer@digitalrealty.com. 6.1 Logging deliveries via the support portal The support portal is the easiest way to log deliveries as the request is automatically logged in our system. Please ensure your courier or supplier receives the delivery request reference ahead of the shipment date. Digital Realty cannot store deliveries in combustible packaging within customer areas. If you would like our Customer Service Engineers to unpack the delivery and move it to your secure area, please note this instruction in the text field provided and a First Line Support request will be raised. Unless there are additional instructions detailed in the request, Digital Realty will move the delivery to our secure onsite storage area until collection. This may incur charges, please see section 6.6 for further details. 6.2 Logging deliveries via Customers with permission to request First Line Support on the Authorised Contact List can the Meridian Gate Operations team at opsmer@digitalrealty.com to request a delivery reference. Please ensure the request is sent from the address Digital Realty have been given on the Authorised Contact List, as our security validation is completed by address, not name. In order to log the request, we require the following information: Proposed Date of Arrival Delivery type Number of packages Courier company Details on size and weight if the delivery is large or heavy If your request is urgent or the shipment is already out for delivery, Digital Realty recommends you log the delivery via then call the Meridian Gate Operations team on to request urgent assistance. You will receive your delivery request reference via once your is validated and processed by the Operations team. Please ensure your courier or supplier receives the delivery reference ahead of the shipment date. Digital Realty cannot store deliveries in combustible packaging within customer areas. If you would like our Customer Service Engineers to unpack the delivery and move it to your secure area, please note this instruction and a First Line Support request will be raised. Unless there are additional instructions provided Digital Realty will move the delivery to our secure onsite storage area until collection. This may incur charges, please see page 8 for further details. 6.3 Preparing items for delivery Please ensure the delivery is addressed as follows: Company name Delivery reference Memaco House Meridian Gate 215 Marsh Wall London E14 9FJ 6.4 Rejecting deliveries Although the Meridian Gate Operations team do not wish to inconvenience customers, deliveries that arrive without a delivery request reference will be rejected unless the customer has contacted us with another unique reference number. The Meridian Gate Operations team will attempt to identify the customer expecting the delivery and contact them to advise the delivery has arrived without the delivery request reference. However, this requires the co-operation of the courier companies, who may not be willing to wait onsite while the Operations team investigate. If a courier advises you that a delivery was rejected, please ask for the proof of rejection (usually a signature) and the time the delivery was attempted. If a delivery with no delivery reference number is in transit and you have advised Digital Realty of another unique reference number, please instruct your courier to attempt delivery. Due to the number of deliveries Meridian Gate receives on a daily basis couriers may not attempt delivery if they cannot see a delivery reference number. 7

8 6.0 CONT. DELIVERIES AND COLLECTIONS Although every effort is made to accommodate deliveries that are correctly logged and labelled, Digital Realty may be forced to reject a very large or heavy delivery if it arrives without prearrangement with site, or if the delivery is very badly damaged and unsafe to move. The Meridian Gate Operations team will contact the customer expecting the delivery to advise why the delivery was not successful and arrange another delivery date. 6.5 Collecting deliveries Any contact on the Authorised Contact List can collect deliveries from the Meridian Gate reception area. We will ask the visitor to quote the delivery reference number before the delivery is released. If your visitor is not on the Authorised Contact List, please ensure an authorised contact arranges the collection by ing opsmer@digitalrealty.com prior to the visitor arriving on site. Digital Realty request all packages are unpackaged immediately and can assist you with this task under the First Line Support process. Bins are provided throughout the site to dispose of any packaging. Any packaging left in shared areas or within your suite will be removed under the First Line Support process. 6.6 Delivery storage and charges Digital Realty are unable to store large delivery items for any period of time. We can store small or medium deliveries on your behalf on a short term basis as detailed below. Please note this service is not meant as a permanent storage solution. If any deliveries are not removed within five days of arrival, the following charges will apply: 0-5 days free of charge 6-28 days per item per day 29 days per item per day Any time spent signing for, accepting or moving deliveries into customer areas or into the Meridian Gate storage area by any member of Digital Realty staff will be deducted from your allocated First Line Support allowance or charged at the current FLS rate in 15 minute increments. 6.7 Overseas deliveries, VAT, Customs and Excise duty Digital Realty cannot cover the cost of any VAT, Customs or Excuse duty levied against an overseas delivery. Please do not list any Digital Realty address as the billing address when arranging deliveries as the courier will invoice Digital Realty in error. All charges and fees must be paid directly to the appropriate agency before the delivery is released. 6.8 Collections Customers are welcome to instruct third parties to collect deliveries from Digital Realty sites on their behalf. Please contact opsmer@digitalrealty.com to confirm the details of the visitor and request a collection reference number. Unless an access request is raised, the visitor will only be granted access to reception to collect the delivery from the Meridian Gate storage area. Items can only be released to third parties if their details have been supplied by the customer via in advance and they can quote the collection reference number. 6.9 Equipment installation and removal Our Customer Service Engineers can install and remove equipment in your area under the First Line Support process. Please note that it is the responsibility of the customer to control equipment installations and removals not requested via First Line Support. Installations or removals involving a degree of risk, such as moving cabinets or lifting floor tiles need to be arranged in advance by ing the Rick Assessment & Method Statement documentation 48 hours prior to opsmer@digitalrealty.com. Please be aware that any visitors will a valid access request can install or remove equipment. Unless a method statement or supervision request has been logged, Digital Realty staff are unable to intervene in these works, unless there is a breach of health and safety guidelines. 8

9 7.0 CABLING, QUOTED WORKS AND CROSS-CONNECTS All cabling within shared areas of Meridian Gate must be carried out by Digital Realty engineers. Digital Realty does not permit any customer or third party contractors to install cables within these areas. Customers who have dedicated suites are permitted to carry out cabling within their own suite only, subject to the receipt of valid Risk and Method Statement documentation. 7.1 Cross-connects, cabling and quoted works Customers with permissions to request quoted works on the Authorised Contact List can request a new cross-connect by visiting Once submitted, an automated will be generated providing a unique circuit ID which you should retain for your records. Once you have placed the order, the B-end customer will receive a confirmation request using the details you have provided to authorise the installation within their area. Our online system eliminates the use of Letters of Authority and ensures a secure method of authenticating your request. Please note that it is the ordering customer s responsibility to ensure that the contact details for the B-end customer are correct. Due to data protection guidelines, Digital Realty are unable to offer alternative contact suggestions if your B-end contact cannot complete the authorisation process. If you have any queries regarding the cross-connect portal, or wish to confirm the termination details in advance, please contact opsmer@digitalrealty.com. If you are looking to purchase a Private Ethernet Circuit between data centres, please your Account Manager for further information and pricing. 7.2 Cross-connects delivery lead time Digital Realty s target delivery time for standard cross-connects (between one to eight cables) and for the initial set-up of a cross-connect bundle is ten working days. For customers with unused capacity in an existing bundle service, our installation time is 48 hours. Digital Realty do offer an expedited service at additional cost, please see for pricing and details. 9

10 8.0 MAINTENANCE WORK Digital Realty carry out regular maintenance and testing on all infrastructure equipment as part of our planned preventative maintenance program (PPM). This work is done to ensure the continued reliability of the site and to protect the stability of your services. Maintenance work will only be scheduled once approved by the Digital Realty Change Advisory Board as part of Digital Realty s risk management process. 8.1 Standard maintenance work Where there is deemed to be a potential risk to customers service, Digital Realty will issue an notification at least fourteen days in advance to all customers who have been elected to receive maintenance announcements on the Authorised Contact List. The notification will include a brief overview of the work, the time and date of the maintenance window and contact details of the Digital Realty specialist overseeing the work in case of additional queries. 8.2 Emergency maintenance work On very rare occasions Digital Realty will schedule work with less than fourteen days notice in order to prevent an impact or serious risk of impact to service. Digital Realty will issue a completion communication notice to all emergency and maintenance contacts when the maintenance window has been closed. 8.3 Maintenance contacts Please note that it is the customer s responsibility to keep the Authorised Contact List details up to date and ensure anyone needing to receive maintenance notifications has the correct permissions. Please contact the Meridian Gate Operations team to update your Authorised Contact List at opsmer@digitalrealty.com. In order to comply with current data protection and anti-spam legislation, contacts can ask for their address to be removed as a maintenance contact without permission from the Authorised Contact List Owner. As a result of customer feedback, Digital Realty will not issue a further communication when the maintenance window has been closed unless the work is high-risk. 10

11 9.0 CUSTOMER FEEDBACK AND USEFUL CONTACTS The Meridian Gate team welcomes all feedback from their customers, either over the phone, face to face or via . If you have had a particularly positive experience, please do take a moment to , Meridian Gate Data Centre Manager at gcarter@digitalreality.com to ensure this is noted. If you have not had a positive experience and the issue is ongoing, please use the escalation table below. Useful Contacts Name/Position Telephone 1. Operations team opsmer@digitalrealty.com 2. Gary Carter, Data Centre Manager gcarter@digitalrealty.com If the issue has been resolved, but you remain dissatisfied, please contact your Account Manager. If you do not have your Account Manager s details to hand, please the sales team at sales.lon@digitalrealty.com. 9.1 Useful contacts Account Managers sales.lon@digitalrealty.com Meridian Gate Operations team opsmer@digitalrealty.com Support team (for queries on IP, Managed Service, network and virtual services) support@telecity.com

12 10.0 ACCEPTABLE USE POLICY Please take a moment to familiarise yourself with the Acceptable Use Policy detailed below in order to ensure your services remain stable and secure. In addition to all building, fire and Health & Safety regulations, Digital Realty customers and their representatives are bound by the following rules and regulations regarding the use of any Digital Realty data centre. Failure to adhere to the Acceptable Use Policy may result in a temporary or permanent ban from site, disconnection of power or termination of contract. Digital Realty s decision in all matters pertaining to the Acceptable Use Policy are final and Digital Realty reserve the right to update or amend the Acceptable Use Policy without prior notice General All visitors must not engage in any illegal activity while attending any Digital Realty facility. Customers may not use our hosting services for any illegal purposes or host illegal content. Customers will not behave in an abusive or inappropriate way towards any Digital Realty staff, including face to face contact, exchanges and telephone conversations. Items must not be left unattended on site. Any unattended items will be removed and Digital Realty cannot accept any liability for any losses incurred. On advice from our security team and local security enforcement, Digital Realty may implement security searches of vehicles, bags, briefcases etc. While optional, visitors refusing to co-operate with our security team will be refused access to site. Smoking is not permitted within the data centre or surrounding areas, with the exception of signposted smoking areas. This includes e-cigarettes Use of the data centre Visitors will not move or lift any floor tiles or cabinet in any areas of the data centre. No combustible packaging is allowed on the data floors. Combustible materials cannot be stored within customer areas. No item that could damage or interfere with the operation of a data centre or of the equipment therein is permitted inside the data centre. Bringing any such items into the data centre may result in permanent expulsion from all Digital Realty facilities. Visitors must not take food or drink on to the data floor. Public walkways must remain clear at all times. Visitors must not touch, tamper or interfere in any way with equipment that is not their own. Visitors must follow the access procedure and return any keys or proximity access cards to reception on exit. No cameras or photographic equipment can be used throughout the data centre without prior permission from Digital Realty Equipment & Connectivity Customers must ensure that any equipment consuming power will comply with the following harmonic distortion requirements: that the total harmonic distortion (including all harmonics up to the order 40 relative to the fundamental) and their effect on the supply voltage at the point of common coupling shall be less than or equal to 5%. Digital Realty reserves the right to carry out power quality audits on equipment stored in the customer s colocation area. Where it is determined that customers are not complying with the harmonic distortion requirements above, relevant customers will be required to reduce the total harmonic distortion to within those acceptable limits. If the customer fails to reduce the total harmonic distortion to within this limit within a reasonable time period requested by Digital Realty, Digital Realty reserves the right to install, at the customer s expense, corrective equipment to reduce the harmonic distortion of the supply voltage to within that limit. Faulty power supplies or other faulty customer equipment must be replaced by the customer within 24 hours of notification from Digital Realty. Customers may not exceed power limits set by Digital Realty, as set forth in their contract. Customers must only use the power source provisioned by Digital Realty for each individual rack. Customers must not connect equipment within one rack to a power bar from any other at any time. Equipment should not be stored or powered on top of or outside of cabinets. Customers must only use the power bars provided by Digital Realty. Extension leads are not permitted within the data centre. Customers must not, under any circumstance connect multiple power bars together. Customers who require additional power sockets must request this through the Operations team. Under no circumstances should customers interfere or alter any power provisioned by Digital Realty. It is the responsibility of the customer to ensure that their own rack and equipment is properly secured. Equipment must be installed in line with the current hot/cold aisle cooling configuration. Empty space within cabinets must be filled with blanking panels. Blanking panels are available free of charge at reception and can be installed by our Customer Service Engineers under the First Line Support process at no charge. 12

13 11.0 HEALTH, SAFETY & FIRE REGULATIONS It is the duty of everyone using Digital Realty facilities to do everything reasonably practicable to prevent injury to themselves and others. The safety of visitors and guests of a customer will be the responsibility of that customer. It is the customer s responsibility to ensure that they and their staff are familiar with any of the emergency procedures documented in this customer manual Winter weather conditions Although Digital Realty have a snow clearing and surface gritting procedure in place, visitors must take additional care during winter weather conditions Minimising the risk of fire All visitors have a responsibility to: Dispose of all waste materials safely Be aware of potential hazards (e.g. overloaded electrical sockets, loose papers, combustible materials) Keep emergency routes free of obstruction Ensure no combustible materials are stored on the data floor It is prohibited to use or store foam filled furniture in the data centre, even if the furniture is labelled as fire retardant. Customers and visitors are permitted to use non-combustible polypropylene furniture. Suitable chairs are available from reception and can be booked via the First Line Support process Fire detection and protection Sophisticated fire detection and protection equipment is installed at all Digital Realty sites. It is very important not to interfere with anything provided for this purpose. Always ensure that your visitors are familiar with the site evacuation process and assembly points Fire evacuation procedure If you discover a fire please operate the nearest fire alarm call point by breaking the glass. Do not attempt to tackle the fire yourself and leave the building immediately via the nearest safe fire exit. Do not use lifts and check in with the fire marshal at the assembly point. Please do not leave without checking in as you will be registered as a missing person with the local Fire Brigade. A map showing emergency exits, fire extinguishers, break glass units and assembly points can be found on each floor of the building and above all the fire call points First Aid If you require first aid while onsite please contact reception as soon as possible. Please note that First Aiders are only permitted to administer first aid and cannot treat minor illnesses. In the event of a serious incident, reception will contact the 999 emergency services on your behalf. Digital Realty has a policy of monitoring accidents across all sites. This is a legal requirement and all accidents must be reported to reception, regardless of how minor the accident may appear Work permits All customer installation works (e.g. electrical supplies, cabling) and other tasks including specialist handling of heavy deliveries, drilling, heatshrinking or activity that produces any dirt, dust or heat, that may affect the operation of Digital Realty s buildings, or the safety of staff, customers or visitors, will be subject to controlled processes. All works of this nature are subject to method statements and safety risk assessments prior to the commencement of any work. Details of the proposed work should be forwarded in a Risk Assessment and Method Statement, to the Operations team at least 48 hours prior to commencement of any work and should include: A clear indication of the area to be worked in along with any isolation/ permit requirements. Contact details of the people undertaking the work and the companies they represent. Digital Realty reserves the right to cancel permits if the work is not being carried out in accordance with the Method Statement or Risk Assessment, or is in breach of Health & Safety legislation or Digital Realty Health & Safety requirements. Digital Realty accepts no responsibility for the works or actions carried out by customers sub-contractors. These sub-contractors should work within the confines of their company s Health & Safety requirements, any statutory/ legislative requirements and any special requirements of Digital Realty. Electrical works should only be carried out by suitably qualified competent persons on receipt of a permit to work as detailed above Earthing Each rack position is supplied with an earth cable for connection to your equipment. Earth bonding is important for safety reasons and to prevent static build-up damaging your equipment. The rack and any equipment installed within should be bonded electrically to the earth provided Portable electrical appliances All electrical tools, laptops and other portable electrical appliances brought on to the site must be safe for use. Mains leads and power cords should be inspected and checked on a regular basis to ensure that they are undamaged and safe for use. Portable electrical equipment and leads should be inspected, tested and labelled as required in accordance with current legislation. 13

14 11.0 CONT. HEALTH, SAFETY & FIRE REGULATIONS 11.9 Lone working If working alone, customers and visitors should have suitable lone working arrangements in place. Visitors should not undertake tasks that may put them at risk. Digital Realty are not able to supervise lone working visitors unless this request has been booked under the First Line Support process Manual handling All Digital Realty engineers are trained in manual handling, if you need to remove floor tiles or move objects such as cabinets, please arrange this through the First Line Support process. Due to the potential of injury to personnel or damage to expensive equipment, Digital Realty advises the use of specialist or trained companies for the delivery of racks which are pre-built ready for installation Tools and equipment It is the policy of Digital Realty not to loan out tools and equipment such as power tools, stepladders or tile lifters Stepladders Only fibreglass or wooden stepladders can be brought into Digital Realty sites. Please note wooden stepladders cannot be stored on the data floor in line with our combustible materials policy. Metal stepladders must not be used in any area. All stepladders should be in good condition, free from patent defects and subject to a regular check to maintain their suitability. 14

15 CONTACT US CONTACT Operations team T E opsmer@digitalrealty.com 15