Difference between revisions of "Data Center Policies Procedures"

Latest revision as of 14:49, 27 January 2014

GENERAL INFORMATION

All XMission Customers, employees, contractors, agents, invitees, and users of Customers’ facilities (“Authorized Individuals”) are subject to these Rules and Regulations in connection with their use of or access to the XMission facilities and/or Services.

• All power and power distribution must be provided and installed by XMission personnel. In the event that an Authorized Individual wishes to provide their own power distribution, XMission personnel must perform the installation. Customer provided power distribution is subject to approval by XMission, and must meet current Data Center standards. This includes but is not limited to: Power surge protection provided by fuses or breakers. Proper UL ratings.
• An Authorized Individual is not permitted to and shall not approach, handle, use, inspect or examine any equipment, cabinets, cage space, local deployment workstation or floor space, other than their own. Of course, XMission gladly answers questions about our facility and infrastructure as long as they do not compromise security or customer privacy.
• An Authorized Individual’s access to or use of the Data Center and the XMission building shall at all times comply with XMission’s rules and regulations, a copy of which may be obtained from XMission personnel.
• An Authorized Individual is required to abide by XMission’s strict privacy policy, which includes never disclosing customer names or information.
• The XMission building shall be kept neat and orderly at all times. Authorized Individuals shall remove all of their trash and debris upon departure from the building. XMission shall have the right to remove and discard any trash and debris left in the XMission building. Trash receptacles are provided outside of the data center front entrance. Flammable items (ie; cardboard and paper) are not to be stored within any colocated space throughout the data center. At the conclusion of any work in the Data Center, the Authorized Individuals shall ensure all cables are routed and dressed neatly in cabinets and all doors are closed and locked and the equipment or area is left in a closed, orderly, and secure manner. The Authorized Individuals may bring into the Data Center tools and portable test equipment, approved by XMission, provided that the Authorized Individuals are responsible for and remove or secure the same upon their departure from the Data Center. Any Authorized Individual utilizing the Local Deployment Workstations will be responsible for securing all of their own equipment, documents, and supplies.
• Clients adding or removing their equipment from XMission colocation rack space must provide written notice to colocates@xmission.com regarding the change. Clients who do not provide written notice and a rack space audit shows that additional rack space (RMU) has been used will have their account billed back to the beginning of the contract term. Additionally, if you remove equipment and lessen the footprint of your colocate, XMission will not automatically adjust your account fees until such time as you provide written notice of the modification. We will verify the changes and adjust your bill accordingly from that date forward. Adding or removing hardware affects the footprint portion of your service and your monthly bill.
• Attached peripherals are allowed only if the following guidelines are followed:
  • It is at XMission’s discretion to allow attached devices.
  • In many instances, attached devices may require their own RMU purchase.
  • Any attached device may not extent beyond the 19" width or standard rack depth. (28" maximum depth)
  • Peripherals may not hang vertically or occupy space outside the purchased RMU.
  • Peripherals may not hinder access by other clients to their colocated gear or create safety concerns.
  • Peripherals may only be attached using non-conductive materials such as plastic zip ties. No metal.
  • Peripherals are not to be tied or hung to the back of server(s) or to XMission property.
• Colocation clients with payment past due by 30 days or more will have their access rights disabled. The only way to access your equipment will be during standard business hours with an XMission employee escorting you to your equipment. While the account is in default clients are forbidden from removing equipment from the Colocation facility. Automated access will not be re-activated until the billing is resolved.
• All XMission colocation clients are required to comply with XMission’s power policy:
  • Available power service and consumption limits by footprint size.
  • XMission’s Data Center is equipped with 20 Amp or 30 Amp, 120 V and 208 V electrical power service options. To conform to National Electrical Code for peak power use and safety, maximum power usage is limited to 80% of the dedicated circuit value (i.e. 16 Amps on 20 Amp and 24 Amp on 30 Amp). XMission audits client circuits on a real-time basis to monitor usage and circuit condition. View your real-time statistics at: https://datacenter.xmission.com/ If more power is needed, additional power circuits must be purchased. Requests for additional power may be limited by cooling requirements, capacity, and power-to-footprint ratio guidelines as outlined. In some instances it may be necessary for the client to purchase additional footprint or supplemental cooling to meet power needs.
  • Individual circuit load limits:
    • 80% to 89% Load: Clients receiving warnings at this level are requested to upgrade power service immediately. Exceeding 80% or more 5 times in any 7 day period requires a mandatory upgrade. We recommend contacting XMission colocation sales to arrange an upgrade at your convenience.
    • 90% to 99% Load: Clients receiving warnings at this level are only allowed 2 such notices in any 7 day period before they are required to upgrade power service. Please contact XMission colocation sales now.
    • 100% Load and higher: Clients receiving warnings exceeding 100% usage at any time will be subject to mandatory and immediate power upgrades. Please contact your sales agent or * * * XMission’s VIP colocation emergency support staff immediately. We will work quickly to resolve the power concerns.
• Any and all equipment, including Customer Equipment, operated within a Data Center must be configured and operate at all times in compliance with the applicable manufacturer’s specifications, including, without limitation, any specifications as to power consumption and/or clearance requirements.
• No Authorized Individual shall bring into or keep upon the Data Center premises any hazardous, combustible, explosive, or otherwise dangerous fluid, chemical or substance at any time.
• No acids, vapors or other materials shall be discharged or permitted to be discharged into the waste lines, vents or flues of the Data Center.
• Authorized Individuals may not bring or use any of the following in the Data Center:
  • Tobacco Products
  • Explosives
  • Weapons
  • Chemicals
  • Electro-magnetic devices
  • Radioactive materials
  • Photographic or recording equipment of any kind (other than tape back-up equipment for use with the Customer Equipment)

• Food and beverages are allowed in the Data Center lobby. No food and/or drink will be allowed under any circumstances in any of the raised floor data center space or in the main distribution frames. Any breach of this policy will result in immediate loss of access privileges.
• XMission reserves the right to inspect all objects to be brought into or taken out of the Data Center and to exclude from the Data Center all objects which violate any of these Rules and Regulations. XMission may require any person entering or leaving the Data Center with any package to document the contents of the package.
• All XMission provided connections to and from Customer Equipment will be clearly labeled by Data Center Operations personnel using the XMission labeling code. It is imperative that these labels remain intact so that XMission personnel can easily identify and troubleshoot any of the services it provides to a customer.
• Periodically, XMission will conduct routine, non-emergency scheduled maintenance of its Data Center and Services. XMission shall notify Customers a minimum of two business days in advance of said maintenance window. Customer agrees to cooperate with XMission during the scheduled maintenance so that XMission minimizes Customer impact. Product specific SLAs addressing maintenance periods will govern over this general rule, to the extent they differ. XMission may require emergency maintenance windows on rare occasions and will provide as much notification as possible.

PHYSICAL ACCESS CONTROL

• Only those individuals specifically identified by an authorized employee of the Customer may access the Data Center (“Permitted Individuals”).
• It is the Customer’s responsibility to notify XMission of any change in Customer’s list of authorized contacts. Customers and employees must adhere to XMission’s strict authorized contacts policy. XMission relies on the most current authorized Access list in deciding who shall gain access.
• Customer’s Permitted Individuals shall stay in the vicinity of their own equipment when in the XMission facility and Visitors shall stay in the vicinity of their own equipment or work or shall stay with a XMission escort while in the XMission facility.
• “Tailgating” is prohibited. Tailgating is defined as the act of following a badged individual through access controlled doors without following proper registration and authorization procedures. XMission considers it the responsibility of badge carriers to ensure unauthorized individuals do not follow them through access controlled doors.
• Authorized Individuals shall not access any portion of the Data Center (except for the Customer Area), including without limitation, the building roof, electrical or communications closets, the Data Center ceiling or floor, without prior consent from XMission and without a XMission escort.

CONDUCT GUIDELINES

• All individuals are expected to comply with these rules and regulations as well as with XMission Acceptable Use policy, http://www.xmission.com/about/aup.
• Authorized Individuals may not misuse or abuse any XMission property or equipment.
• Authorized Individuals may not engage or assist in any activity that violates the law or aids in criminal activity while in the Data Center or on XMission property or in connection with the Services.
• XMission may refuse entry to, or require the immediate departure of, any individual who (i) is disorderly, (ii) fails to comply with these Rules and Regulations, or (iii) fails to comply with any of XMission’s other policies, procedures and requirements after being advised of them.

MODIFICATION OF RULES AND REGULATIONS

• XMission reserves the right to change these Rules and Regulations at any time. The current version of this document is always available online or upon request from your XMission representative.

ADDITIONAL COLOCATION RESOURCES

• Additional resources can be found here.