Colocation services
Service Description
Release 1.0
Revision History
Date Author Description
Nov, 2012 Sander Chandon Initial draft.
Your comments and corrections are welcomed; please email to: [email protected]
© 2011 Terremark. All Rights Reserved
Table of Contents
1 Introduction ... 3
2 Colocation service components ... 4
2.1 Colocation space ... 4 2.2 Power ... 5 2.3 Cooling premium ... 6 2.4 Power distribution ... 7 2.5 Breakers ... 8 2.6 AC versus DC ... 8 2.7 Carrier Neutrality ... 9 3 SLA ... 11 3.1 Power SLA ... 11 3.2 Humidity SLA ... 12 3.3 Temperature SLA ... 12 4 Datacenters ... 13 5 Additional services ... 15 5.1 Remote Hands ... 15 5.2 Smart Hands ... 15
5.3 Receiving and storing goods ... 16
5.4 Metered Power ... 16
1
Introduction
Terremark's colocation services offer a highly secure and reliable carrier-neutral environment to deploy your computing, network, storage and IT infrastructure. Our world-class datacenters help you reduce the capital and operational expense required to house and protect your mission-critical applications and systems. This
2
Colocation service components
2.1
Colocation space
Colocation space in a datacenter is sold per square foot or meter. Customers rent an area in the open colocation space within the datacenter. In this case, Terremark will build a cage for the customer to their specifications . If the customer requests single racks, we will assign the customer the desired number of racks in a common area in the datacenter, not surrounded by a cage. Customers will be able to lock their racks to prevent unauthorized access.
Terremark can provide various options for racks ranging from 2 or 4-post racks to closed cabinets.
2.1.1 Cage
By renting a cage, the customer rents a specific amount of floor space in the datacenter. This area is protected from other customers by a fence or a wall. A typical cage consists of cage walls, and one door with a standard mechanical lock. Optionally security can be enhanced by adding below floor extension, a roof on the cage, higher walls, various lock options (swipe card, code locks or biometrics), and other optional security features (e.g., CCTV).
The minimal footprint for a cage is 100 square foot or 10 square meters. Pricing does not make sense for smaller cages: the cost to build the cage (wall, door) and the loss of space around the walls is too high compared to the useable space within the cage.
2.1.2 Racks and Cabinets
In this offering customer subscribes to a single or multiple racks/cabinets in a common area as other customer racks. A rack is a standardized frame or enclosure for mounting multiple equipment modules: servers, network devices, storage etc. Each module must have a front panel with the same width of the rack, including edges which allow the module to be fastened to the rack frame with screws. If a customer rents one or more racks, they will reside in an open area of the datacenter, not shielded from other customers. Terremark only allows rack-mountable equipment which is attached to the rack itself: Piling or stocking of equipment is not allowed. In the US and LATAM 2 or 4 post racks are often used, while cabinets are optional. In the rest of the world cabinets are the preferred type.
2.1.3 Rack unit
A rack unit (or U) is a unit of measure used to describe the height of equipment intended for mounting in a rack. One rack unit is about 4.5 cm high. A rack is typically 40 to 48 rack units high, which means it can hold up to 40 devices of 1U or 20 devices of 2U or any combination of devices (and U’s).
2.1.4 Differences
Rack/Cabinet Cage
Quoting Per rack, power feed and cooling premium for high density racks.
Per sq ft or m2, power feeds and cooling premium for high density cages.
Location No cage Secured cage
Racks Included Optional
Security Lockable cabinets Custom security
Cage: lock or swipe card
Price Fixed monthly charges Most locations fixed monthly charges, other locations fixed charges for space and power circuits and variable charges for metered power.
2.2
Power
The term “power and cooling” refers to the cost of the power circuit itself, not the power usage. It refers to the redundant infrastructure which ensures power and appropriate cooling in the datacenter: generators, UPS (uninterruptible power supplies), datacenter cabling, chillers and so on. It does not cover any customer-specific equipment like cables to the rack, breakers etc.
Power is available in non-redundant (A-only) or redundant (A+B) configurations. However, only redundant( A+B) configurations are supported by power availability SLA’s.
Each rack will require one or more power connections, the following options are available.
NA LATAM APAC EMEA
120vAC, SP, 20amp, CPS 120vAC, SP, 10amp, CPS Australia 230vAC, SP, 16amp, CPS 120vAC, SP, 30amp, CPS 120vAC, SP, 20amp, CPS 240v AC, SP, 10amp, CPS 230vAC, SP, 25amp, CPS 120vAC, SP, 50amp, CPS 120vAC, SP, 30amp, CPS 240v AC, SP, 15amp, CPS 230vAC, SP, 32amp, CPS 120vAC, SP, 60amp, CPS 120vAC, SP, 50amp, CPS 240v AC, SP, 20amp, CPS 400vAC, 3P, 16amp, CPS 208vAC, SP, 20amp, CPS 120vAC, SP, 60amp, CPS 240v AC, SP, 25amp, CPS 400vAC, 3P, 32amp, CPS 208vAC, SP, 30amp, CPS 208vAC, SP, 10amp, CPS 240v AC, SP, 32amp, CPS 400vAC, 3P, 64amp, CPS 208vAC, SP, 50amp, CPS 208vAC, SP, 20amp, CPS Hong Kong
208vAC, SP, 60amp, CPS 208vAC, SP, 30amp, CPS 220v AC, SP, 16amp, CPS
208vAC, 3P, 20amp, CPS 208vAC, SP, 50amp, CPS 220v AC, SP, 32amp, CPS
208vAC, 3P, 30amp, CPS 208vAC, SP, 60amp, CPS Singapore
208vAC, 3P, 50amp, CPS 208vAC, SP, 100amp, CPS 230v AC, SP, 16amp, CPS
208vAC, 3P, 60amp, CPS 208vAC, 3P, 10amp, CPS 230v AC, SP, 20amp, CPS
208vAC, 3P, 20amp, CPS 230v AC, SP, 32amp, CPS
208vAC, 3P, 30amp, CPS Japan
208vAC, 3P, 50amp, CPS 100v AC, SP, 20amp, CPS
208vAC, 3P, 60amp, CPS
2.3
Cooling premium
Power Density is a measure that indicates the ratio between the colocation space occupied by the customer and their estimated power consumption. It is an indication of the average power installed in a cage or rack. The higher the power density, the more energy and cooling capacity is required to evaporate the heat generated by the customer equipment installed in the datacenter.
Some of the power options in the previous paragraph increase the power density and heat generation above the standard levels. In these cases a cooling premium will be added to the quote. This is an additional charge per square foot or meter for a cage, or per cabinet for individual racks.
The standard power density for a cage is 120W per square foot or 1.2kW per m2. The cooling charge for power circuits installed in a customer cage that stay within the standard power density is included in the power charges. However, if a customer requests the installation of power circuits that exceed the standard power density, a cooling premium charge will be added to the price quote. The options for cooling premium are listed below.
Cooling Premium: Contracted Square Meter (upto 1.6kW/sqm) Cooling Premium: Contracted Square Meter (upto 2.0kW/sqm) Cooling Premium: Contracted Square Meter (upto 2.4kW/sqm) Cooling Premium: Contracted Square Meter (upto 2.8kW/sqm) Cooling Premium: Contracted Square Meter (upto 3.2kW/sqm) Cooling Premium: Contracted Square Meter (upto 3.6kW/sqm) Cooling Premium: Contracted Square Meter (upto 4.0kW/sqm) Cooling Premium: Contracted Square Footage (upto 160W/sqft) Cooling Premium: Contracted Square Footage (upto 200W/sqft) Cooling Premium: Contracted Square Footage (upto 240W/sqft) Cooling Premium: Contracted Square Footage (upto 280W/sqft) Cooling Premium: Contracted Square Footage (upto 320W/sqft) Cooling Premium: Contracted Square Footage (upto 360W/sqft) Cooling Premium: Contracted Square Footage (upto 400W/sqft)
For cabinets, the standard density is 160W per sq feet or 1.6kW per m2. The cooling charge for power circuit(s) installed in a customer rack that stays within the standard power density is included in the power charges. However, if a customer requests the installation of power circuit(s) that exceed the standard power density, a cooling premium charge will be added to the price quote. The options for cooling premium for cabinets are listed below:
2.4
Power distribution
Depending on the requirements of the customer, one or two power circuits enter the rack via holes in the floor. Each power circuit gets terminated on a Power Distribution Unit (PDU).
Power distribution unit 1 Customer device
Power circuit A Power circuit B
Rack
Power distribution unit 2 Floor
A power distribution unit (PDU) or “power bar” is a device fitted with multiple power sockets used to distribute power within a rack. It is connected to one of the power circuits and transfers the current to more common outputs. Mounting options depend on the model of the PDU: This can be horizontally, vertically, in the front, at the back, etc.
Premium models have additional features like remote power monitoring and power state control. Rack PDUs are typically categorized as “basic”, “metered” or “switched”. Main difference in features:
Feature Basic PDU Metered PDU Switched PDU
Distribute power v v v
Allow power monitoring over network - v v
Power state control over network - - v
PDU’s must be connected to a socket below the raised floor. The type of the socket is IEC 60309 and each rack gets 2 connections by default. Additional power connections are available for high-capacity racks.
2.5
Breakers
A breaker is an electrical switch designed to protect an electrical circuit from damage caused by overload or short circuit. It automatically interrupts the power circuit in case of failures. Once the problem has been resolved, a breaker can be reset to resume normal operation.
Breakers come in a wide variety of sizes and specifications, depending on the circuit they need to protect. Please see section 2.2 for detailed information about available breaker sizes per site.
2.6
AC versus DC
The majority of power circuits in the datacenter deliver AC-current. However, some customers may request for DC power: DC is the native power used in all electronics (CPU, memory chips, disk drives). Therefore,
equipment running directly on DC don’t need components to transform the power, which results in less failures and so on. Consequently, a DC-powered environment is considered to be more reliable, safe and efficient compared to an environment running on AC-current.
2.7
Carrier Neutrality
The colocation product is a carrier neutral product. Any carriers will be enabled to become colocation customers by renting cage or racks and installing their infrastructure in the data center. Carriers will also be able to bring in their external fiber plant to enable connectivity of the data center with their network. Carriers interested in bringing external fiber to the data center should contact their Account Manager to work out the detailed configuration.
Terremark allows the installation of connections within a dedicated colocation space and between colocation spaces or a colocation space and the Meet-Point-Room. For security, manageability and operational stability only Terremark or Terremark’s contractors are allowed to install connections in general areas.
Carriers that collocate in the data center will utilize the Meet Point Room to connect to any other colocation customer. The details of the Meet Point Room service are indicated below.
2.7.1 Meet point room
A “meet point room” (MPR) is a special cage in the datacenter where customers can physically connect to one (or more) service providers to exchange data. It can also be used to interconnect two cages in the datacenter. The MPR typically contains patch panels, cables and network equipment.
2.7.2 Intra-facility cabling (IFC)
2.7.3 Cross connects
Cross connect refers to the connection (patch) made in the MPR itself between ports assigned to two customers. A customer can choose any port assigned to them to use enabling a cross-connect
IFC and cross connect only refer to the physical connection: They do not imply any guidelines or rules for exchanging data between both parties and/or locations.3
SLA
SLA’s are provided on three main infrastructure components: power, humidity and temperature.
3.1
Power SLA
Terremark ensures power on at least one of the two power circuits in a redundant (A+B) power circuit at all times. The SLA states a 100% “Power Availability Guarantee” on the power circuits only if the design complies with these specifications:
1. Customer subscribes to (at least) two power circuits
2. Customer’s actual load remains less than 75% of the contracted power on the A and B circuits combined. For example, on a 20 Amp (A+B) circuit, the customer may draw up to 15 Amps of combined load between the A and the B circuits.
Extract from the Colocation SLA document
“Terremark power availability guarantee is to have power delivered to the “Demarcation Point” within the Colocation Space available 100% of the time. This guarantee only applies if the following prerequisites have all been met: (1) a subscription to at least two separate power feeds (A+B, …), (2) each device must have at least two power sources which are connected to separate power feeds, and (3) a maximum of 75% of any single power feed is utilized across all power feeds, which make up the entire circuit. The Demarcation Point for power shall be all receptacles provided by Terremark to which the Services are delivered.”
3.2
Humidity SLA
In accordance with ASHRAE TC9.9 (2008), Terremark’s Humidity Stability Guarantee is to have cool air delivered to the Demarcation Point in the Customer’s Equipment Space between 40% and 60% RH1, 100% of the time. The Demarcation Point for humidity is a point located inside one of the cold aisles within the customers cage or in the cold aisles within the general colo area.
3.3
Temperature SLA
4
Datacenters
Verizon Terremark has a fairly simple two-part rating system for its datacenters. The rating system has been designed to give employees quick snapshot of the services that are available at any given site. The rating consists of “A” and “B” followed by a numeral from “1” to “3.”
“A” denotes a site that is manned 24/7 entirely by Verizon Terremark staff. It offers the crème de la crème of the support offerings. Customers can be assured that an “A” rated site will always have support staff on hand to address any and all issues, as they arise.
“B” means that a site is not staffed 24/7 and may or may not be staffed by Verizon Terremark personnel. It does vary by site, so make sure to contact an product team member to verify availability and guaranteed response times before committing a customer to a site.
The numeric system is an average of myriad points of data which include things like latency, power
redundancy, lease versus owned, and numerous other factors. The average is then rounded to a “1,” “2,” or “3,” with “3” being the highest rating available.
Combining the two gives the site’s rating. A facility rated at “A3” would then be the best Verizon Terremark has to offer, whereas a “B1” would theoretically offer many less services. Ultimately this system is in place to allow for a quick identification for addressing customer needs and concerns.
North America (NA)
Ashburn, VA B2 IAD1
Atlanta, GA B2 ATL1
Beltsville, MD A2 BWI1
Billerica (Boston), MA B2 BOS1
Carteret, NJ B2 EWR1
Culpeper, VA A3 IAD3
Doral (Miami), FL B2 MIA2
Elmsford, NY B2 LGA1
Englewood (Denver), CO A3 DEN1
Houston, TX B2 IAH1
Irving, TX B2 DFW1
Kent (Seattle), WA B2 SEA1
Manassas, VA B2 IAD4
Miami, FL A3 MIA1
Norcross, GA B2 ATL2
Piscataway, NJ B2 EWR2
Richardson (Dallas), TX (Alma Rd) A2 DFW2
Richardson (Dallas), TX (Int'l Pwy) B2 DFW3
San Jose, CA (Fortune) B2 SJC1
San Jose, CA (Zanker) A2 SJC2
Santa Clara, CA A3 SJC3
Torrance (Los Angeles), CA B2 LAX1
Toronto, Canada B2 YYZ1
Vancouver, Canada B2 YVR1
Latin America (LA)
Bogota - Columbia A1 BOG1
Sao Paolo - Brazil A3 GRU1
Europe (EU)
Amsterdam - Netherlands (TMRK) A3 AMS1
Amsterdam - Netherlands (VZ) B2 AMS2
Dublin - Ireland B2 DUB1
Frankfurt - Germany A1 FRA1
Istanbul - Turkey B1 IST1
London - UK (THW) A1 LHR1
London - UK (UK4) B2 LHR3
London - UK (UK5) B2 LHR4
Luxembourg B2 LUX1
Madrid - Spain B1 MAD1
Milan - Italy B2 MIL1
Paris - France B2 CDG1
Stockholm - Sweden B2 XEV1
Asia Pacific (AP)
Canberra - Australia (Fyshwick) A1 CBR1
Canberra - Australia (Bruce) A1 CBR1
Hong Kong (Tsuen Wan) - China A2 HKG1
Melbourne - Australia B2 MEL1
Singapore B2 SIN1
Sydney - Australia B2 SYD1
5
Additional services
Terremark offers datacenter services. These services are targeted towards colocation customers and do not apply to managed hosting.
5.1
Remote Hands
Remote Hands assist customers that need remote access to their equipment for performing simple trouble-shooting or maintenance tasks. Remote Hands involve the most basic activities of Terremark‘ s staff, performed with eyes, ears and fingers that do not involve the use of tools or equipment.
Examples of Remote Hands are:
• Power cycling (turning equipment on and off). • Toggling a switch; pushing buttons.
• Securing cabling to connections.
• Observing, describing or reporting on indicators or display information on equipment or consoles. • Basic observation and reporting on the environment in the Datacenter.
Remote Hands DO NOT include:
• Any service requiring a tool or diagnostic equipment. • Opening equipment.
• Movement of connected equipment.
5.2
Smart Hands
Smart Hands offer customers more complex remote assistance using industry certified engineers for troubleshooting and maintenance.
Smart Hands are subject to the availability of certified technicians at the Datacenter. Examples of tasks that may be performed by Smart Hands:
• Management of equipment components (e.g. cards, drives, memory) • Installing, replacing or removing devices
• Configuration • Troubleshooting • Media management • Supply management • Inventory & archiving
• Complex cable configurations • Loop back and signal testing
5.3
Receiving and storing goods
Terremark receiving and storing goods services enable a customer’s delivery of goods to be received and stored at the Datacenter in the event that the customer is not available to receive the delivery in person.
Terremark’s staff will receive the goods on Customer’s behalf and store them in a secured area. Customer will receive a notification by email that its shipment has arrived and a collecting number. Customer will be required to have cleared import Customs and prearrange shipment with the DC personnel. If shipment is not
prearranged it will be rejected.
5.4
Metered Power
The Metered Power service is only available in certain locations and in combination with a suite/cage service. Suites and cages are by default equipped with a kWh meter.
Customers using more power than 100% of their provisioned power will be contacted by their Account Manager to upgrade their provisioning or agree on a usage limit. Any power used in excess of the 100% of the provisioned power shall be billed to the Customer, and paid by the Customer at the then applicable rate for power bursting (“Bursting Fee”). Terremark’s systems and records will be leading. At this time, metered power is only available in the NAP of Amsterdam.
5.5
Auditing and compliancy support services
Through its auditing and compliancy support services, Terremark provides assistance to customers with respect to customer’s (certification) audits and other compliancy matters.
The Auditing and compliancy support services can consist of, amongst other things: A guided tour of the Datacenter and the Customer Environment; and/or
Access to certain information and documentation as made available by the security officer of Terremark for this purpose.
