Data Centre Colocation Services

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Overview – iomart Data Centre Colocation Services

iomart Hosting has invested millions of pounds in procuring, equipping and operating seven UK data centres offering more than 6,620m² of advanced data hall space in the hubs of Glasgow, London, Nottingham, Leicester, Maidenhead and Manchester.

Each iomart data centre is fully powered, secure, resilient and newly equipped to handle the demands of future computing trends such as high density computing, virtualisation, energy conservation, distributed storage and multi-site disaster recovery.

iomart Data Centre Estate

Uptime Guaranteed

One objective: One hundred %.

In these modern always-connected times every second counts, and even the smallest interruption in service means lost productivity, reputation and revenue. Without a resilient and secure network, even the most advanced web applications, server infrastructures and cloud environments are constantly at risk. Designed from inception with no single point of failure, our network and our datacentres guarantee and deliver 100% uptime for our customers. High-performance, minimal latency, maximum redundancy and fully

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Copyright iomart Group Plc 2014 4 iomart controlled, our network ensures that when it matters, customers and staff alike can always access the services they required

At the heart of our network infrastructure lie our own UK data centres - located in London, Maidenhead, Glasgow, Nottingham, Leicester and Manchester. Each data centre is built to exacting standards, and each network hub is based on 2N-redundant Cisco 7600-series cores, providing datacentre solutions at any location connectivity ranging from 10 Megabits per second to 10 Gigabit per second.

Our national MPLS enabled network and partnership with BT enables private circuits to be provided to customers not only between our datacentre sites, but also into customer premises. We offer a complete range of speed and redundancy options to suit a variety of requirements, along with a full range of customer assistance options from self-maintained single links up to fully managed multi-site multi-protocol WAN packages.

Deliverable by fibre, broadband or even radio-based connections, and available from 2Mbit/s up to 10Gbit/s, the iomart WAN solution can supply anything from simple inter-site connections to fully quality-of-serviced VoIP-capable multi-VLAN layer-2-enabled complete communications solution capable of passing any traffic to and from any other location, be it the datacentre, the other end of the country or the other side of the world. Our internet breakout locations are equipped with best of breed Cisco networking hardware. Transit is provided by a blend of Tier 1 providers and private peering agreements to ensure that your content takes the fastest onward route to its destination.

Automatic systems constantly monitor our entire network, transit links and servers. In the event of any problem, our data centre teams are on site 24 hours a day. We hold on-site spares for the critical equipment that powers our network to assist us in ensuring that we maintain our 100% uptime guarantee.

Connectivity

Our network routes over 20 Gigabits per second of traffic at peak times and has over 80Gbps of internet capacity available at any time. Each data centre network hub has bandwidth of a minimum of 720 Gbps internally and 10Gbps externally to other datacentres. Our fibre network enables as to add capacity on demand with no interruption to service, with our total control of the fibre allowing us complete freedom and flexibility around our capabilities.

Through our partnerships with both Geo and BT, our customers have the ability to connect to our network in more than one location thus increasing their own service resiliency. Our managed hosting customers can pass traffic between their own ports and can even request secure private services running on our MPLS backbone. iomart Hosting deploy network-edge protection against focused attacks toward IP’s within our network as part of our standard network service, so no matter what else happens on one part of our network, each customer is segregated, immune to and unaware of any activities beyond their own interests. This provides your platform with a level of protection against the most common Distributed Denial of Service attacks, and should your platform be the target of the attack, our network team will work with you to help mitigate the impact and suggest options for more detailed layers of protection in the future.

Service Level

100% uptime is our guarantee, our motto and our mantra. We live and breathe it.

We offer guaranteed service levels on network availability, power, data centre environmental conditions and support.

All hosting services engineered to ensure no single point of failure wherever possible. Because we physically own and manage our data centre infrastructure, we can offer industry leading levels of service which are flexible and provide customised support KPI/SLA

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Security

In today’s enterprise, datacentres are required to provide a robust, non-disruptive, fabric-based data security strategy.

Our datacentres are designed to offer complete peace of mind with security systems incorporated to manage the physical building and all of the equipment as well as the personnel located therein from theft, vandalism, natural disaster, manmade catastrophes, and accidental damage. All systems are rigorously maintained with pre-planned maintenance and improvement programs in place and come with suitable emergency

preparedness, reliable power supplies, adequate climate control, and appropriate protection from intruders (both physical and virtual).

Data centre Connectivity

 100% network guarantee

 Diverse, iomart-controlled and lit dark-fibre between all sites

 High-bandwidth direct connection to tier-1 carriers from multiple sites  High-bandwidth peering relationships at LINX

 2N-redundant Cisco 7600-series routing cores at each site  10-40Gbps inter-DC bandwidth

 720Gbps internal core switching fabric  DWDM wavelength-based connection options

Customer site Connectivity

 2Mbps-10Gbps bandwidth range

 Single, redundant, diverse and diverse-redundant options  Fibre, copper, EFM, FTTC and radio-based connection methods  Local or datacentre-based internet breakout

 Low latency

 Layer-2, Layer-3, MPLS, QoS, and VoIP capabilities  Flexible connection management structure  Broadband-based failover option

 SLA-backed service delivery

 Flexible site-to-site and site-to-datacentre security models

Physical & Site Security

 Unassuming facilities – unmarked and inauspicious  On site security 24 x 7

 Electronic surveillance and continual monitoring/recording  Electronic access

 Client access by appointment only

 Dual Power supply, UPS & onsite generator back up

 Fire, power, weather, temperature, and humidity monitoring systems  Diverse fibre routing via multiple carriers.

System Security

 System installation range of operating systems  Full security patching service

 Dedicated firewall and VPN services  Daily offsite Data back up and collection  Optional dedicated intrusion detection devices  Risk assessment and security consultation and auditing  Programmed evaluation and testing of all systems

 Internal inventory systems track all cables, circuits and cross-connects  Scalable architecture including multiple redundant core switches and routers

Operational Security

 Employees directly employed by iomart

 Employees trained on information security and privacy procedures  Employees trained and accredited by hardware and software vendors  Access to confidential information restricted to authorised personnel only  All systems monitored and access logged and tracked for auditing purposes  All passwords PGP encrypted

 Secure media handling and destruction procedures for all customer data

 Independently audited disaster recovery and business continuity plans in place reviewed in line with annual ISO Audit and certification procedures

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Technical Features

City of London Data Centre

Our data centre is located within the heart of Europe's centre of global finance – London’s Square Mile.

The centre offers a combined net capacity of 1,520 m² (16,000 ft²) of high quality, resilient and secure space, across 4 separate data halls:

• Data Hall 1 = 493m² (5,309 ft²) • Data Hall 2 = 534m² (5.747 ft²) • Data Hall 3 = 274m² (2,957 ft²) • Data Hall 4 = 216m² (2,328 ft²)

Key features at a glance

• 24 hour Manned Security, CCTV & Intruder Alarms • 24 hour on site Network Operations Centre (NOC) • 4 x 1MW Generators

• 0.75 kW/m² power density • N+1 Air Conditioning Systems

• Dual zone fire detection & INERGEN suppression system • Up to 63A MCCB’s within PDUs

• Dark Fibre Capability & Diverse Fibre Entry • Carrier Neutral

• 6 x 500 kVA UPS (N+1)

• Controlled Environment - room temperature 24°C +/- 2°C • 0.75kW/m² cooling density

• 12kN/m² raised floor system – 600mm void • Mirrored Switchgear

City of Glasgow Data Centre

Our data centre, is located approximately 5km from the heart of Glasgow’s merchant city centre. Built on a 0.7 acre site and constructed especially for the purpose of large scale server hosting and colocation.

The centre offers a combined gross capacity of 1000m² (12,300 ft²) of high quality, resilient and secure space, across 2 separate data halls:

• Data Hall 1 = 410m² (4,445 ft²) • Data Hall 2 = 358m² (3,855 ft²) Key features at a glance

• 24 hour Manned Security, CCTV & Intruder Alarms • 24 hour on site Network Operations Centre (NOC) • 1MW Generator

• N+1 Air Conditioning Systems

• Dual zone fire detection & suppression system • Up to 63A MCCB’s within PDUs

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Copyright iomart Group Plc 2014 7 • Carrier Neutral

• 2 x 500 kVA UPS (N+1)

• Controlled Environment – room temperature 24°C +/- 2°C • 0.75kW/m² cooling density

• 12kN/m² raised floor system – 600mm void

City of Nottingham Data Centre

Our data centre is situated to the west of the City, less than half a kilometre from Nottingham’s main commercial and shopping district.

The centre offers a single data hall providing a net capacity of 410 m² (4,445 ft²) of high quality, resilient and secure space.

• 24 hour Manned Security, CCTV & Intruder Alarms • 24 Hour Network Monitoring

• 800 Kva Generator

• 2 x 500kVA UPS (N+1)

• 12kN/m² raised floor system – 600 mm void

City of Leicester Data Centre

Our Leicester data centre is situated I kilometre north-west of the city of Leicester.

The Leicester centre provides a total capacity of 620 m² (6,696 ft²) of high quality, resilient and secure space across 2 data halls.

• Data Hall 1 = 300 m² (3,239 ft²) • Data Hall 2 = 320 m² (3,457 ft²)

• 24 hour Manned Security, CCTV & Intruder Alarms • 24 Hour Network Monitoring

• 1 Mva Generator

• 2 x 500kVA UPS (N+1)

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Maidenhead Data Centre

Our Maidenhead data centre is situated on a purpose built site near the centre of the town. The Maidenhead data centre estate provides a total capacity of 2800m² (30,140ft²) of high quality, resilient and secure space across 9 data halls.

 24 hour Manned Security, Biometric access, CCTV & Intruder Alarms  24 hour Network Operations Monitoring

 6 x 1.5 MW Generator  N+1 Air Conditioning Systems

 Dual zone fire detection and suppression systems  2 x 8MW diverse supply UPS (N+1)

 Dark Fibre Capability & Diverse Fibre Entry

 Controlled Environment – room temperature 24°C+/-2°C  0.75kW/m cooling density

 12kN/m² raised floor system – 450mm & 600mm void .

City of Manchester Data Centre

Our Manchester data centre is located on a purpose built technology park, just south of Manchester's city centre.

The centre offers a net capacity of 278m²(3,000 ft²)of high quality, resilient and secure space. Key features at a glance

• 24 hour Manned Security, CCTV & Intruder Alarms • 24 hour on site Network Operations Centre (NOC) • 2 x 2MW Generators

• 0.75 kW/m² power density • N+1 Air Conditioning Systems

• VESDA fire detection & FM200 suppression system • Up to 63A MCCB's within PDUs

• 2 x 380 kVA UPS (N+1)

• 12kN/m² raised floor system - 480mm void • Mirrored Switchgear

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Accreditation

iomart Group is one of only a handful of UK service providers to have every one of its Data Centre facilities certified to ISO9001 Quality Management System and ISO 27001 Information Security Management System standards.

Service Offering

We offer a range of colocation options - from single 1u in a shared rack through to private colocation suites to suit your requirements.

Colocation 1u

Each one of our UK and global data centres is totally secure, highly resilient and designed to cope with all computing demands. As a colocation 1u customer, you benefit from the same functionality and feature sets that our large multi rack customers do.

Colocation Racks

We utilise the Rittal 19" Rack Server 42U 600mm x1000mm as standard throughout its data centre estate. This rack was selected as its design assists iomart Hosting with both the physical security and climate control of the servers housed within it.

Colocation Suites

We design and build private and shared colocation suites for organisations that require additional privacy, coupled with additional space, for their IT systems. Based on your own specialist power and space requirements, our team of technical experts will configure and create a custom colocation suite built to your specifications.

Service Management

iomart assigns an Account and Technical Manager to each client. Our approach to Account Management has been developed to provide a value added service to our customers. Account Managers are focused on developing relationships, understanding each customer’s strategic goals and supporting them in the achievement of their objectives. By understanding the demands placed on the organisation and the business drivers we are able to identify and recommend solutions that support customers in the achievement of those objectives.

The Account Manager is also a single point of contact for any requirements or escalations, ensuring any issues are dealt with seamlessly and effectively.

All customers are given access to the online control panel.

The control panel provides real time data and provides every customer with instant access to their iomart Account at all times. Administrators can check billing, assets deployed, payment records, set user permissions, request access, support and manage their entire hosting infrastructure at the tap of a screen or click of a mouse. The system also contains usage records – both historic and real time – enabling customers to manage power, bandwidth and carbon emissions effectively.

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Pricing

The following costs will apply:

Per Rack Rate by Data Centre Location

1. BT Glasgow price is inclusive of 2kW Power

2. For other data centre pricing, power is charged at current rate of 24p per kWh based upon metered use and charged monthly in arrears

3. Per 1U Per Month

£75 - 0.3AMPS Power, Single uplink, single 100 Mbps Uplink, dual power £75 per additional 0.5 AMP

4. All costs are based on a minimum one month contract. 5. All costs exclude VAT

Monitoring & Support

Support is offered on a 24x7 basis by technical staff who are located in iomart data centres in London, Nottingham, Glasgow and Maidenhead.

The following table outlines the structure of the iomart Support team.

Role _{Typical Skills}

NOC Engineers All NOC requests. Server deployments, data centre

maintenance and monitoring, client and contractor access requests and supervision, Remote Hands tasks. Attending to all Iomart internal monitoring and maintenance systems relating to client service delivery and data centre management.

Experience of Windows, Linux and Network Administration.

Datacenter Location Size Setup Annual Monthly

DC1 Glasgow 2kW £ 1,500.00 £ 6,000.00 £ 500.00 DC1 Glasgow 4kW £ 2,000.00 £ 10,000.00 £ 833.33 DC2 London 2kW £ 1,500.00 £ 10,000.00 £ 833.33 DC2 London 4kW £ 2,000.00 £ 16,000.00 £ 1,333.33 DC3/4 Notts/Leics 2kW £ 1,500.00 £ 6,000.00 £ 500.00 DC3/4 Notts/Leics 4kW £ 2,000.00 £ 10,000.00 £ 833.33 DC5 Maidenhead 2kW £ 1,500.00 £ 8,000.00 £ 666.67 DC5 Maidenhead 4kW £ 2,000.00 £ 12,000.00 £ 1,000.00 DC6/7 Manchester 2kW £1,500.00 £6,000.00 £500.00 DC6/7 Manchester 4kW £2,000.00 £10,000.00 £833.33 BT Glasgow Glasgow 2kW £ 1,850.00 £ 22,200.00 £ 1,850.00

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Copyright iomart Group Plc 2014 11 Systems Engineer (Level 1) 1st_{line support escalations and customer deployments.}

Significant Microsoft and Linux system administration experience. Progress to vendor specific experience and qualifications such as Microsoft MCE program, Cisco CCNA, VMWare etc.

Systems Engineer (Level 2) 2nd_{line support escalations and bespoke customer}

deployments/service migrations.

Microsoft, Linux and Network Systems Administrators with certified professional qualifications. Additional vendor specific experience and certifications including Solaris, Cisco, VMWare, EMC, Hitachi and others.

Technical Support Managers (Level 3)

Level 3 escalations and principal contacts for supplier, incident, change, and problem management. Role also includes project management of complex deployments and pre-sales/on-going consultancy.

iomart offers two layers of engineering support. The first layer covers generic system administration skills with the second layer covering specialist areas such as VMware, Network Security and SAN Administration. These two layers are book-cased by on-site data centre engineers at one end offering Remote Hands services and a Senior Technical Management team at the other. iomart ensures that key members of each support service layer are trained and certified via official vendor courses.

Network Operation Centres in London, Glasgow and Maidenhead cross monitor all data centres and hosted infrastructure.

Ordering and invoicing process

Upon receipt of a completed Sales Order form, iomart will deploy the required service. Billing for the service is monthly, with a minimum contract term of one month. Payment can be via Direct Debit or BACS transfer.

Service lead time

For smaller projects i.e. 1u to 5 racks New iomart customers are typically deployed within seven working days from order. Shorter deployment times may be available and prioritized upon request. For larger footprint projects, iomart will deploy to the agreed timescales as detailed in the client’s project plan.

On-boarding and Off-boarding

Once the deployment is completed, account and access details are sent to the Account contact nominated by the customer. The service will then be ready for configuration and deployment by the customer.

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Copyright iomart Group Plc 2014 12 iomart technical teams will assist at the end of the contract to de-provision equipment and associated supplies.

Termination terms

At the point of termination, all data, accounts and access will be permanently deleted, and will not be able to be recovered or restored.

It is the responsibility of the customer to remove all equipment prior to termination. There are no termination costs for this Service.

Service Credits

iomart offers guaranteed service levels on network availability, power, data centre environmental conditions and support. In the unlikely event that we do not meet our stated levels we will credit your account.

Service migration

iomart can assist with physical uplift and installation of equipment and cable management if required. Whether you have to move a 1u switch or relocate a complete server room, iomart can offer you expert assistance. The Company has a wealth of experience within the specialist field of server relocation. With specialist engineers and technicians, vehicles and proven, best practice working methods, iomart can complete your server relocation.

Consumer responsibilities

The control and management of access is the responsibility of the Customer Administrator. Some elements of billing (based on usage) may be variable.

The customer is responsible for ensuring only appropriate data is stored and processed by applications on this environment and that they abide by iomart’s Acceptable Usage Policy.

Trial Services

iomart does not offer customer trials with colocation services but will assist prospective clients with the discovery phase of any project for example latency testing,