Data Center HANDBOOK

Transcription

1 Data Center HANDBOOK

2 1.0 Introduction Facilities Access to Facilities Shipping Equipment to the Data Center Data Center Addresses Shipping Equipment from the Data Center Loading Dock Access Colocation Services Data Cabinet and Private Cage Keys Cabinet Space Secure Cage Space Power Equipment Labeling Access to Crash Carts Facility Restrictions Facility Services 12 i

3 3.0 Network Operations Center (NOC) Contacting Windstream Hosted Solutions Support Personalized 24 x 7 Support Ticketing Support Ticket Severity Levels Maintenance and Administration Contact Information 17 ii

4 Introduction Introduction Welcome and thank you for choosing Windstream Hosted Solutions for your data center business needs. We have the track record, national reputation, and most importantly enterprise grade facilities, network, and staff to delivery highly available data center solutions. All of the Windstream Hosted Solutions facilities are staff 24 x 7 by highly experienced industry professionals. This guide was designed to help you with questions you may have regarding our Data Center services and to help you with operating and general guidelines regarding our facilities. Note: Although the information in this handbook covers most of the Windstream Hosted Solutions Data Centers, some facility services may vary based on location. Facilities Access to Facilities Windstream Hosted Solutions (WHS) Data Center access is available 24 hours a day, 7 days a week. Individuals must be listed as an authorized customer contact in the WHS Navigator Portal to gain access to the facility. In addition, a government issued photo identification must be presented and left with the guard during the duration of the visit. All visitors are asked to sign in and out of the facility log book to document their presence. On occasion, Windstream Hosted Solutions may limit access to certain areas when performing special maintenance or for other reasons deemed necessary for the continued operation of the facility. Authorized Vendors Authorized vendors may be granted independent facility access to service equipment. Customers must open a ticket in the WHS Navigator Portal for each visit documenting time/date, impacted equipment and vendor name. Technician names and permissible time frames must also be included. Vendors are also asked to sign in and out of the facility log. Customers are held responsible for the actions of their designated vendors. Adding Employees to Access the Data Center and/or Create Tickets All Windstream Hosted Solutions customers must provide a written notification regarding the addition of customer employees who are authorized to access any Windstream Hosted Solutions facility. Please notify us through our ticket system with their name, and phone number or add authorized users directly through our Navigator Portal. Please indicate if they need to access the Navigator Portal. Employee Termination Notification All Windstream Hosted Solutions customers must provide immediate written notification regarding the termination of any customer employee who is authorized to access any of our facilities. Please notify us with a ticket through the Navigator Portal. 4

5 2.2 Shipping Equipment to the Data Center Windstream Hosted Solutions is willing to accept customer-ordered equipment shipped directly from the manufacturer to any Windstream Hosted Solutions Data Center. All shipments must include the customer or project names noted on each shipment/carton. Note: Windstream Hosted Solutions does not accept any liability for lost or misplaced equipment. Windstream Hosted Solutions secures equipment upon delivery and holds it until the customer arrives for installation. No ongoing inventory tracking for any stored customer equipment is provided. It is highly recommended all delivered equipment be installed by the customer within 10 business days of its arrival. 2.3 Data Center Addresses Please add the customer name and ticket number (if applicable) to each package. Andover Data Center 15 Shattuck Road Andover, MA Bethlehem Data Center c/o Windstream Communications 3864 Courtney Street, Suite 130 Bethlehem, PA Boston Data Center 500 Rutherford Avenue Boston, MA Cary Data Center 111 Corning Road, Suite 150 Cary, NC Charlotte 1 Data Center (Metro) 4021 Rose Lake Drive Suite 200 Charlotte, NC Charlotte 2 Data Center (Uptown) 125 North Meyers Street, Suite 300 Charlotte, NC

6 Facilities Charlotte 3 Data Center 113 North Meyers Street, Suite 300 Charlotte, NC Note: The Charlotte 1, 2 & 3 locations do not have loading docks. All large shipments require a truck with a lift gate and inside delivery. There also may be weight limitations for the freight elevator. Chicago Data Center 9333 W Grand Avenue Suite 120 Franklin Park, IL Conshohocken Data Center: 1100 East Hector Street Lee Park, Suite 500 Conshohocken, PA Houston Data Center North I-45 Freeway Houston, TX Little Rock Data Center Chenal Parkway Little Rock, AR McLean Data Center 1764A Old Meadow Lane McLean, VA Nashville Data Center: 311 Eddy Lane Franklin, TN Raleigh Data Center Customer Name/Ticket ID 5301 Departure Drive Suite 111 Dock HS-1 Raleigh, NC

7 Richmond Data Center 4551 Cox Road, Suite 400 Glen Allen, VA RTP/Durham Data Center 99 TW Alexander Drive Durham, NC Shipping Equipment from the Data Center Customers intending to ship materials from any Windstream Hosted Solutions facility must submit a ticket to our Shipping and Receiving Department through the Navigator ticketing system. The following information must be included in the shipping ticket: Destination Address Carrier Account Number Carrier Information (FedEx, UPS, Airborne Express, etc.) Prepaid Shipping Label 2.5 Loading Dock Access Windstream Hosted Solutions shipping and receiving areas are accessible Monday through Friday from 9:00 a.m. until 4:00 p.m. local time. Additional access hours are available subject to Off- Hours Access Fees. All inbound or outbound shipments must be scheduled with Windstream Hosted Solutions at least 48 hours in advance and approved prior to their arrival or departure. Customers shipping equipment in or out of a Windstream Hosted Solutions facility without prior authorization or advance notice within the specified time frame will be charged a Shipping/Receiving Fee. Any materials received at Windstream Hosted Solutions that require the use of a pallet jack or hand truck must be installed within 72 hours after such materials arrive. Materials not installed or removed by the customer within 72 hours after arrival will be placed in storage and the customer will be subject to a Daily Storage Fee until the equipment is removed or installed. No customer may bring into or remove from the facility, by use of the loading dock areas, any equipment without a Windstream Hosted Solutions employee being present. Note: Only a Windstream Hosted Solutions employee may operate loading dock security doors or hydraulic leveling plates. 7

8 Facilities 2.6 Colocation Services Colocation Services are provided from Windstream Hosted Solutions Data Centers in two formats: Cabinet space full cabinets, shared half and quarter cabinets Secure private cage space The physical location of customer equipment within the data center will be determined by Windstream Hosted Solutions depending on space availability and the customer s desires. Space, cabinets or cages will be allocated, based on the amount of equipment being deployed, the classification(s) of service to which the customer subscribes and the type of space the customer purchased. Security is provided by on-site staff and includes: Closed-circuit cameras Secure-card key access doors Locked cabinets and cages A mantrap with biometric scanner(s) and alarmed doors Building and environmental infrastructure is monitored at all sites. 2.7 Data Cabinet and Private Cage Keys Windstream Hosted Solutions retains ownership of all keys. Duplicating keys is prohibited. Site Operations or Security personnel will provide access to your cabinet or cage. On-site security personnel also monitor each data center and manage locking/un-locking cabinets and cages. 2.8 Cabinet Space Cabinet space is provided using individual, four-post, lockable cabinets for the installation of servers and associated IT infrastructure. Cabinets are sold in full, shared or quarter cabinet configurations. Power includes all the elements of a power distribution and backup power generators from our power source to customer equipment: Dimensions: 74"(H) x 24"(W) x 42"(D) (full cabinet) Total 42U (40 usable) EIA rack spaces (one EIA U is 1.75 inches) Secure, but removable, side panels Universal square mounting holes Visual monitoring of common aisles by secure CCTV cameras 8

9 2.9 Secure Cage Space In addition to individual locked cabinet space, customers can subscribe to private cage space to host their infrastructure. The private cages are fully supported by Windstream Hosted Solutions and offer the ultimate in security. Secure cage space offers the following standards: Physical separation from other cages and cabinets with a heavy-duty perforated steel wall that provides cross ventilation Air flow through the perforated steel grates underneath floors and above walls Secure cage space is installed in standard sizes based on the specifications below: Data Center Dimensions Average Cabinets Additional Space Location Per Cage All 8' x 8' 4 Increments of 8' x 8' (minimum) or 8' x 10' All 8' x 10' 5 Increments of 8' x 8' (minimum) or 8' x 10' 2.10 Power Each data center has a minimum configuration of N + 1 (most locations have 2N) on Uninterruptible Power Supply (UPS) systems. Emergency generators are configured in an N + 1 or 2N design, where N is a minimum of 1 depending on location. Emergency generators are generally configured in an N + 1 design, where N is a minimum of 1. The output of each pair of UPS systems feeds redundant Power Distribution Units (PDUs), thus supplying alternate A- and B-side electrical circuits to each cabinet. In case of a commercial power failure, the multiple standby generators have the ability to provide emergency power to the data center in less than one minute of a commercial power outage. The less-than-one-minute gap is covered by the UPS battery strings. During an extended commercial utility outage, diesel generators provide emergency power to the data center. Every data center has multiple days of fuel stored on site, with 24 x 7 fuel delivery agreements in place. The standard power circuit configuration is one (1) 120V 20-amp circuit with one power strip and one redundant 120V 20-amp circuit with an associated power strip for fail-over, per cabinet. Draw is not to exceed 80 percent of single 20-amp circuit breaker which equates to 16 amps per cabinet. If the customer exceeds 40% utilization on any PDU within a cabinet, it will be necessary to purchase and install additional electrical circuits. If the customer s actual power requirements exceed 5 kilowatts per cabinet, the customer will be required to purchase an additional cabinet, or upgrade to a high-density cabinet to accommodate power consumption and heat dissipation. Windstream Hosted Solutions will periodically review usage of primary and redundant circuits to verify that customers are not overloading the circuit or using redundant circuit as a primary source. All power circuits are purchased in pairs: a primary and secondary circuit. If the customer needs an additional circuit within its cabinet, Windstream Hosted Solutions will install both a primary and secondary circuit to that cabinet. The table below lists the configurations that are available if the standard power included in cabinets and cages does not fit. 9

10 Facilities Customer requirements: Single Phase Power Circuit Type Phase V A Usable A Usable VA kw 20A 120 VAC A 120 VAC A 208 VAC A 208 VAC A 208 VAC Three Phase Power Circuit Type Phase V A Usable A Usable VA kw 20A 208 VAC A 208 VAC A 208 VAC A 208 VAC Legend Standard Density High Density Required 2.11 Equipment Labeling It is important to make sure that your equipment and cabling is clearly labeled. This will provide Windstream Hosted Solutions support technicians the ability to identify the equipment during times when hands and eyes only assistance is being provided. Windstream Hosted Solutions does not accept liability for any issues arising from inadequate or incorrect equipment labeling. Customers are responsible for maintaining their own rack layout. Customers are responsible for providing all cables and tie-downs needed to interconnect equipment within their colocation space Access to Crash Carts As a courtesy to our customers, Windstream Hosted Solutions provides access to a standard SVGA monitor, mouse and keyboard. This equipment is available on a first-come, first-serve basis unless prior arrangements have been made. The customer assumes all responsibility for this equipment Facility Restrictions As a Windstream Hosted Solutions customer, you are responsible to adhere to certain standards of behavior and conduct. These standards have been set to ensure a safe, secure environment for all of our customers and Windstream Hosted Solutions employees. Customers will not misuse or abuse any property or equipment, including items owned by Windstream Hosted Solutions, third parties and/or customers. No unauthorized use or interference with any property or equipment, including items owned by Windstream Hosted Solutions, third parties and/or customers. Customers will not harass or make threats of violence towards any individual, including Windstream Hosted Solutions employees or other Windstream Hosted Solutions customers or their representatives. Customers will not smoke cigarettes, cigars or pipes or use smokeless tobacco anywhere within the Windstream Hosted Solutions facility. 10

11 Customers will not use controlled substances or drugs while within the Windstream Hosted Solutions facility. Note: The use, possession or sale of controlled substances or drugs in any quantity while on or in the Windstream Hosted Solutions facility (except for medications prescribed by a physician which do not impair work performance) is strictly prohibited. Customers may not store combustible materials within the Windstream Hosted Solutions facility. Customers will not use the facility as an office, as a NOC or to house people. Customers will not install cameras within their environment; without prior written consent (fixed cameras only, no exceptions made for PTZ). Customers will not access Windstream Hosted Solutions electrical or HVAC equipment. Any under-floor or overhead access is strictly prohibited. Customers may not supply their own UPS. Customers may not run cables in the overhead trays unless contained within custom cage environment with dedicated trays. Customers may not run network or electrical wiring outside of the cabinets. Customers may not bring their own ladders. Customers may not run any cross connects. Customers may not set up nuisance alarms. We will contact you for multiple alarms, and will disconnect if the item is not resolved. Customers are prohibited from marking or labeling any data cabinet or private cage area within the Windstream Hosted Solutions facility. Customers are prohibited from installing any locking device or additional security measures on data cabinets or private cage areas separate from those provided by Windstream Hosted Solutions. Customers will be responsible for the removal of all packaging material and the disposal of any pallets or shipping crates. Windstream Hosted Solutions waste and recycling facilities are not available for unauthorized customer use. Customers requiring disposal services may purchase access to Windstream Hosted Solutions waste and recycling facilities. Customers neglecting to dispose of packaging and shipping materials, or customers using Windstream Hosted Solutions waste and recycling facilities without prior authorization, will be subject to a Disposal Fee. Due to the amount of space required to store large quantities of empty boxes, Windstream Hosted Solutions cannot store shipping containers, manuals or documentation necessary 11

12 Facilities for the support, maintenance or installation of equipment located within Windstream Hosted Solutions Colocation facility. These items may be stored within a customer s provided space in a non-combustible container. Customers may not cross-connect any network element to any other cage, rack or customer within the Colocation space without the prior written consent of Windstream Hosted Solutions. Windstream Hosted Solutions will provide cross-connect services for a fee. Cell phones may not be used as recording or photography devices. Customers may not enter Windstream Hosted Solutions with prohibited materials encompassing, but not limited to the following: Food or beverages Explosives or weapons Electromagnetic devices which could unreasonably interfere with computer and communications equipment Radioactive materials Photographic or recording equipment Cardboard No gas, air or combustion powered tools The use of any electric power tool, other than a battery-powered screwdriver used in the assembly or installation of equipment, is prohibited No laser printers are allowed in the data center Note: Please refer to the Windstream Hosted Solutions contract for more information on these and other restrictions Facility Services All Windstream Hosted Solutions provided tools, crash carts, cleaning materials and telephones must be returned to their designated data center locations. Customers, contractors and visitors are responsible for the cleanliness of their designated work areas. This includes left over packing material, assorted debris and/or refuse. Any items remaining upon visit completion are immediately discarded. Windstream Hosted Solutions is not responsible for tracking, safekeeping or preservation of materials left behind. Customers are responsible for labeling equipment unless it is Windstream Hosted Solutionsprovided equipment, cable labeling and rack equipment layouts. Courtesy bins are provided for temporary transportation of equipment to the customer location. Bins must be returned upon leaving the data center. Where possible, data centers provide customer lounges and guest wireless Internet access. 12

13 Restroom access is provided at each data center. Data center suites are provided as an additional monthly cost and is on a first-come, firstserve basis. Server and drive disposal/recycling is offered as a service when required. Windstream Hosted Solutions uses a 3rd party vendor and is not to be held liable for the vendors actions. Recycling bins are provided in each data center for power cords and cabling Standard non-metered 120v 20a power strips (PDU s) are provided to colocation customers who have ordered a 120v 20a circuit pair for their cabinet. All other types of circuits require the customer to provide their own PDU s or purchase separately from WHS. Please remove your own cardboard from the data center upon leaving the facility for the day. We have trash and cardboard dumpsters behind the building and will assist customers with gaining access to this area. Please do not leave cardboard (or other like material) in your cabinets or cages on the floor. This creates excess dust in the data center that requires us to change the filters on our HVAC systems more frequently, as well as clogs intake fans for customer server equipment. Each facility has a storage area that can be used for storing customer equipment that has been shipped directly to the data center. This keeps cardboard and other flammable material off the floor and safely secured in a locked room Network Operations Center (NOC) Contacting Windstream Hosted Solutions Support The best method to contact Windstream Hosted Solutions Support is via the Navigator Portal ( Customers can open tickets, view ticket status and update contact information using the Navigator Portal. Because requests received via the Navigator Portal are secure, response time is much quicker. Customer tickets are also accepted via telephone and ; however, there is a slight delay as Windstream Hosted Solutions is required to perform a verification on such requests by confirming them with an authorized customer contact. In the case of a phone call to the NOC, we will call the person that placed the call from the phone numbers listed on the customer contact list. Note: Navigator training is conducted upon turnover of environment for new customers. Customers will then be responsible for training subsequent employees. 3.2 Personalized 24 x 7 Support Network Operations and Service The NOC will perform the following: Operations support and troubleshooting of network and hosted Infrastructure Monitoring of agreed upon equipment, components and operating systems Problem diagnosis and resolution of in-scope troubles on a 24 x 7 basis 13

14 Network Operations Center Hands and Eyes Support This service is intended to offer customers remote hands and eyes to complete tasks defined below at the customer s direction. Upon request, the following is included in our basic colocation service: Reporting indicator light status Observing equipment functionality Reporting physical conditions within the data center Power-cycling of equipment or soft reboot (performed via keyboard) when possible Changing CD-ROMs Visual verification of physical cable connectivity to specific pieces of equipment Troubleshooting Basic troubleshooting includes validation of network and Windstream Hosted Solutions infrastructure. Additional support payment is required for time spent troubleshooting customer equipment. Switching a toggle (if accessible without moving equipment or opening computer cases) Pushing a button Setting a dip switch (if accessible without moving equipment or opening computer cases) Power cycling equipment (turning machine off and on) Rebooting a server Typing commands on a keyboard Running single, built-in diagnostics commands Securing cables Note: The NOC will only support those members on the Authorized Access List documented for your company and will not accept calls, provide troubleshooting assistance or interface in any manner with parties other than the customer, regardless of whether such parties have purchased services from the customer. 3.3 Ticketing Support For customers that have purchased premier monitoring support, the NOC provides immediate pro-active first level monitoring and escalations for issues related to customer systems. These issues could include hardware, disk space, CPU utilization, URL monitoring, availability, network response and degradation of service depending on the level of contracted monitoring. Tickets can be created via an from the customer, in response to an event or alert or on behalf of the customer while on a call with that customer. All alerts, customer-submitted tickets and customer updated tickets are responded to and escalated within 15 minutes. 14

15 3.4 Ticket Severity Levels Ticket Severity Classification one of the primary functions of the Windstream Hosted Solutions NOC is to correctly classify issues or events with the appropriate severity level and acknowledge ticket receipt. Escalation and notification policies are driven by ticket severity. Sev 1 Critical Critical incident impacting a single customer. Response Immediate if not coinciding with a high severity internal issue. Sev 2 Degraded Degraded services such as network latency, slow server response, service not responding, etc. Response Will be given within 15 minutes. Sev 3 Change Request General service requests such as firewall rule set modifications, DNS changes, server reboots, etc. Response Will be given within four hours. Sev 4 Informational Requests for information which do not involve changes. Response Will be given within one business day. How to Change Escalation Please refer to the Navigator User Guide for instructions on how to change the escalation level of a ticket. 3.5 Maintenance and Administration There are three levels of maintenance events that may occur. Windstream Hosted Solutions will make all reasonable efforts to send out maintenance notices at least nine days prior to any scheduled maintenance. Planned Maintenance Normal maintenance activities that may or may not disrupt service: a. Of which the customer is notified nine days in advance. b. That is performed during a standard maintenance window Wednesdays from 12:01 am 6:00 am and Sundays from 12:01 am 8:00 am local time of the Hosted Solutions Data Center at which Customer s equipment is located. Notice of Planned Maintenance will be provided to Customer s designated point of contact by a method elected by Hosted Solutions (telephone, or Navigator Portal). 15

16 Network Operations Center Planned Emergency Maintenance Planned Emergency Maintenance required to prevent a degradation or loss of service: a. Of which the customer is notified 24 hours in advance if conditions permit. b. That is performed during a maintenance window any day from 12:01 am 6:00 am local time of the Data Center location at which Customer s equipment is located. Notice of Planned Emergency Maintenance will be provided to Customer s designated point of contact by a method elected by Windstream Hosted Solutions (telephone, , or Navigator Portal). Unplanned Emergency Maintenance Unplanned Emergency Maintenance required to prevent a degradation or loss of service: Windstream Hosted Solutions will utilize best efforts to notify the customer in advance if conditions permit. 16

17 4.0 Contact Information Please use this guide to help find the right person(s) to support your day-to-day hosting needs. Information including facility locations, available products and account information is also available on our web site (windstreambusiness.com). General Information 24 x 7 Assistance Contacting Windstream Hosted Solutions Resources Questions About Windstream Hosted Solutions windstream.com Windstream.dcsupport@windstream.com Toll-Free: Customer Support 24 x 7 All Hosting Support Security Questions Connectivity Trouble Tickets Account Services Sales New Accounts Additional Services Billing Statement Questions Invoice Requests Payment Questions Windstream.dcsupport@windstream.com Toll-Free: Local: Monday Friday 8 a.m. to 5 p.m. Windstream.dcsupport@windstream.com Toll-Free: Monday Friday 8 a.m. to 5 p.m. Windstream.dcbilling@Windstream.com Windstream Hosted Solutions reserves the right to revoke access privileges granted to any customer as a result of violations of any rules, regulations and/or guidelines set forth herein or as set forth in the customer s contract, the Windstream Hosted Solutions Code of Conduct and the Windstream Hosted Solutions Internet Use Policy. 17

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19 Data Center HANDBOOK

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