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Cyxtera Colocation CustomerInformation Guide & HandbookDocument Version: v. 10.13Last Updated: September 5, 2019
2018, Cyxtera Data Centers, Inc., a subsidiary of Cyxtera Technologies, Inc. All rights reserved. Cyxtera and CyxteraTechnologies are the registered trademarks of Cyxtera Technologies, Inc. All other marks and names mentionedherein may be trademarks of Cyxtera or another company.The products described herein may be Cyxtera’s or another company’s intellectual property and protected by one ormore U.S. or international copyright or intellectual property laws.The terms set forth in this Cyxtera Colocation Customer Information Guide & Handbook (“Service Guide”) apply tocolocation services provided by Cyxtera to customer from time to time (the “Services”). With respect to a Service,“Cyxtera,” “we,” or “us” means (1) if customer has entered into a service order, statement of work or other signedagreement (the “Order”) with respect to such Service, the applicable affiliate or subsidiary of Cyxtera Data Centers, Inc.that is a party to such Order, or (2) if customer has not entered into an Order with respect to such Service, (a) if suchService is not a Federal Service, the applicable affiliate or subsidiary of Cyxtera Data Centers, Inc. set forth in the tablebelow, or (b) if such Service is a Federal Service, Cyxtera Federal Group, Inc. “Federal Service” means a Service that issold by Cyxtera to a (i) U.S. Federal Government Agency, (ii) customer that has notified Cyxtera that such Service is beingpurchased for use by such customer in fulfillment of, or for purposes of satisfying its obligations under, a contract for aU.S. Federal Government Agency(ies), (iii) customer that has notified Cyxtera that such Service is being purchased forincorporation of such Service into a product or service of such customer to be provided by such customer to a U.S. FederalGovernment Agency(ies), or (iv) partner or reseller that has notified Cyxtera that it is reselling such Service to a U.S.Federal Government Agency(ies). “U.S. Federal Government Agency” means any agency or department that is aninstrumentality of the United States under the executive, legislative or judicial branch of the United States government,or any independent instrumentality of the United States, such as the U.S. Securities and Exchange Commission or theU.S. Federal Communications Commission.Location of Data Center at which the Service is to beProvidedAffiliate or SubsidiaryUnited States or Any Other Country Not Listed in thisTableCyxtera Communications, LLCCanadaCyxtera Communications Canada, Inc.United KingdomCyxtera Technology UK LimitedJapanCyxtera Japan, Ltd.SingaporeCyxtera Singapore Pte. Ltd.Hong Kong or ChinaCyxtera Hong Kong LimitedGermanyCyxtera Germany GmbHAustraliaCyxtera Australia Pty. Ltd.No part of this document may be reproduced, transmitted, distributed, transcribed, stored in a retrieval system, ortranslated into any language, in any form or by any means, electronic, mechanical or otherwise, without the priorwritten consent of Cyxtera.Cyxtera Proprietary Informationi
This Service Guide constitutes proprietary information of Cyxtera and may not be disclosed or used except as may beprovided in the terms and conditions of the service agreement pursuant to which you have been authorized to use theServices or to review this Service Guide.Cyxtera Proprietary Informationii
ContentsIntroduction . 5Cyxtera Customer Support Portal . 5Customer Support . 5Incident Management and Service Level Objectives. 5On-Site Support . 6Cyxtera Facility Infrastructure Overview . 7Infrastructure Maintenance and Schedule . 7Maintenance Notifications . 8Data Center Locations. 9Cyxtera Operated Data Centers - Domestic . 9Cyxtera Operated Data Centers - International . 103rd Party Data Centers . 11Colocation Customers . 11Data Center Power Specifications . 11Security Policies . 12Physical Security . 12Video Surveillance . 12Data Center Cage and Cabinet Security Controls . 13Access Policies . 14Access Control Systems and Badges . 15Customer Access Authorization List . 16Customer Badge Issuance . 17Security Access Reports . 17Visitor Access . 17General Policies. 18Signage . 18Photography Policy. 18WAP in Customer Area . 18Shipping and Receiving Policy . 19Building Evacuation Policy. 20Parking Lot Policy . 20Conference Rooms . 20Floor Tile Lifting Policy and Under Raised Floor Access . 20Moving Heavy Equipment . 21Cyxtera Proprietary Informationiii
Product Specific Terms and Conditions . 21Office Space / Storage Space . 21Express Entrance / Pathway Conduit . 22Ecosystem Entrance Panel . 23Roof Rights . 23Month-to-Month Services . 25Data Center Work Rules . 25Cyxtera Policy . 25Data Center Safety and Environmental Policy . 25Prohibited Materials in Cyxtera Data Centers . 26Weapons . 26Bolt down, Seismic Bracing & Grounding of Cabinets and Racks; Customer Equipment . 26Compliance Audit Reporting. 27Customer Cabling . 27Billing and Service Credits . 27Billing Inquiries . 27SLA Credit Requests . 27Key Contacts . 27Cyxtera Proprietary Informationiv
IntroductionWelcome to Cyxtera. We are happy that you have become a Cyxtera customer and want you to know that we arecommitted to exceeding your expectations and are looking forward to developing a long and productive relationship.The objective of this Service Guide is to provide you with sufficient information regarding the ongoing support of yourCyxtera colocation Services. This Colocation Customer Information Guide & Handbook covers essential processes andpolicies such as our data center visitation process, security and operational policies, installation and maintenanceguidelines, how to request new Services and upgrades, issue reporting, problem escalations, and other items to ensurethat the important aspects of your Cyxtera engagement are clear and straightforward.For customers in third party data centers, Cyxtera will, upon customer’s request, provide you with a copy of the thirdparty vendors’ data center guidelines. The customer is responsible for following all third-party vendor guidelines forbehavior in the data center as well as information contained within this Colocation Customer Information Guide &Handbook.Cyxtera Customer Support PortalIn the fast-paced world of managing IT infrastructure it is critical to have the proper information at your fingertips.Whether it is bandwidth reports, case management, or change management status, up-to-date information is criticalto making the right business decisions. Having access to critical information needs to be simple and intuitive. Theinformation also needs to be presented in an informative manner. To help customers meet these needs Cyxtera hascreated the Cyxtera Customer Support Portal (the “Portal”).The Portal is a web-based view of your Cyxtera colocation products and Services via a standard Internet browser andcan be accessed at support.cyxtera.com. It provides a set of reports and interactive information on the Servicesreceived. Cyxtera customers manage their own access to the Portal. User access is controlled through three types ofaccounts: admin, data center access authorization admin, regular user.Through the Portal you can update your company’s contact list from any location with Internet access, convenientlyand easily, and with immediate results. See “Customer Access Authorization List” of this Service Guide.The Portal provides a wealth of vital information including monitoring of real-time status of trouble tickets, billinginvoices, remote hands metrics, status of open orders, physical security reports if you have incremental physicalsecurity at your cage and SLA failures affecting your environment that Cyxtera has become aware of. You can alsocreate new cases, create and manage requests, create and manage contacts as well as user logins via the Portal.In addition, you can view a range of statistics related to your remote hands support activity and information of thoseentering and leaving the environment. This data can be viewed on a daily, weekly, monthly, quarterly and yearly basis,providing you with critical information.For additional Portal support, please refer to the Portal User Guide (by selecting “Portal Guide” under the Help menu inthe Portal) or contact Customer Care at 1-800-884-3082.Customer SupportIncident Management and Service Level ObjectivesWhile Cyxtera strives to resolve all incidents and open requests as quickly and efficiently as possible, all requests will beprioritized based on the following criteria to ensure the highest levels of availability for all customers. A Services LevelObjective (SLO) has also been assigned to each priority to ensure proper expectations are established. An SLO is ametric which Cyxtera makes all reasonable efforts to achieve. Cyxtera does not offer remediation for missed SLOs.Cyxtera Proprietary Information5
Priorities and DefinitionsPriority)DefinitionP1 (Urgent) Business impacting or imminent impact; full site outage.A system or device is down; customer cannot perform business critical functions.P2 (High) Partial site outage/loss of redundancy.A system or component is down.Customer may be experiencing degradation of service.Customer may be experiencing loss of resilience.P3 (Medium) Incident/non-business impacting.A system is experiencing minor issues.An individual system component has failed.Customer is not experiencing degradation of service.P4 (Low) Incident/non-business impacting.No service issues.Low level incident required to investigate minor issue.Response Service Level ObjectivesCyxtera will promptly respond to all facility and operational incidents (which, for the avoidance of doubt, includes SLAfailures) upon becoming aware of any such incident. Cyxtera will also notify customers via email within fifteen (15)minutes of becoming aware of any (a) facilities / operational incident or (b) other non-facilities / operational incidentthat affects such customer.In addition, customers may also report incidents by calling Customer Care at 1-800-884-3082 or emailing them atCustomerCare@Cyxtera.com; or by submitting a case via the Cyxtera Customer Support Portal 1. Cyxtera will makeevery effort to answer all phone calls immediately and respond to requests submitted by email within (48) hours orthrough the Portal within six (6) hours.Target resolution and communication timeframes based on priority are as follows:PriorityTarget Resolution 2Communication CadenceP1 (Urgent)5 hoursEvery 1 hour or as agreed to with customer.P2 (High)12 hoursEvery 4 hours or as agreed to with customer.P3 (Medium)48 hoursEvery 24 hours or as agreed to with customer.P4 (Low)60 hoursEvery 48 hours or as agreed to with customer.On-Site SupportRemote Hands support (formerly known as Gold Support) services provide on-site (“hands-on”) support for ourcustomers’ environments within Cyxtera’s data centers. Remote Hands are purchased in three forms:12All P1 and P2 incidents should be called into Customer Care to ensure a prompt response.Target resolution is subject to the availability of the on-site operational and support teams.Cyxtera Proprietary Information6
Monthly Recurring Subscription is a fixed block of support hours purchased each month. Support hoursprovided at Customer’s request during a calendar month are subtracted from the number of hours purchased.Unused hours may not be carried into successive months. Customer shall remit payment for all hours in suchfixed block regardless of whether hours are used. Overages are charged at the On-Demand rate.Pre-Paid Support Blocks are fixed blocks of support hours purchased and consumed over several months.Support hours provided at Customer’s request are subtracted from the number of hours purchased untilexhausted. Overages are charged at the On-Demand rate.On-Demand support is purchased for those instances where there are unplanned events and Remote Handshours are not purchased in advance.Each plan provides 24/7 support by Cyxtera support engineers and is billed in fifteen (15) minute increments. To requestRemote Hands services, you may do so by opening a ticket in the Portal.Cyxtera Facility Infrastructure OverviewInfrastructure Maintenance and ScheduleCyxtera schedules routine maintenance to enable work to be performed that improves the Cyxtera network and facilityinfrastructures. Additionally, preventative maintenance is performed to remedy potential events that have beenidentified by Cyxtera. In the event of an urgent fault condition, service loss, or critical business need an emergencychange could be raised.All changes to the network and facilities are subject to Cyxtera’s change management process. During the process,work is reviewed for completeness (risk assessment, completed test procedure, metrics for measuring progress,validation, back out procedure, etc.) and accuracy prior to scheduling and implementation.The goals of change management are: Implement changes to Cyxtera services, infrastructure, policies and procedures in an effective and efficientmanner; Minimize risk and impact to our customers; and Enable Cyxtera to be proactive in notifying you of potential disruptions to Service.Cyxtera strives to prevent disruptions in Service and targets to perform maintenance during low traffic times tominimize potential interruptions to customer operations.Planned Maintenance ScheduleWindowMonday – Friday8:00 – 17:00 Local TimeMonday – Friday17:01 – 7:59 Local TimeSaturday and SundayCyxtera Proprietary InformationWork Allowed Non-critical systems (NCS) and critical systems (CS) workallowedStandard and minor change supported“N 1” or greater is maintained and requiredChange management approval may not be necessary if usingstandard/pre-approved template NCS, CS and multiple critical systems (MCS) work allowed“N” at a minimum requirement and maintained with noplanned/expected outageSignificant change NCS, CS, and MCS work allowed 7
00:01 – 24:00 Local Time Major change“N” at a minimum requirement and maintained with potential ofplanned and unplanned outages occurring. Planned outageswill be communicated.Window spans 48-hour time if neededMaintenance NotificationsMaintenance notifications are only issued to contacts that have been identified as “Technical Notification Contacts”.The maintenance notification informs you of any impacting local or global improvements to Cyxtera’s infrastructure. Inmost instances, the maintenance notification will be issued fourteen (14) days prior to the scheduled impacting workexcept for expedited or emergency maintenance actions, which will be managed on an as needed basis. Notificationswill be communicated for “Potential Impact” maintenance categories consisting of “Latency/Packet Loss, Loss ofRedundancy, Other, and Service Impacting”. Customers will also receive “State” change maintenance notifications(Approved, In-Progress, Canceled, Closed) during the life-cycle of the Change Request to reflect current workflow.If a mission critical situation arises, Cyxtera will promptly contact you using its emergency contact procedures. Only“Technical Notification Contacts” with e-mail addresses on the Cyxtera Customer Support Portal will be notified in theevent (a) of a facilities event or (b) an event affects such customer, in each case, which notification will include details ofthe event. Periodic updates throughout the course of the incident will be provided.Cyxtera strives to keep you informed of changes and maintenance. If you are ever in doubt as to whether a particularmaintenance will affect (or has affected) your company, please call or e-mail Customer Care with the activity numberand ask that a case be opened and/or escalated to determine the extent of impact. If you are not receiving maintenancenotifications, please call Customer Care at 1-800-884-3082 or send an email to CustomerCare@Cyxtera.com.Maintenance TermsEmergency Change – Change required to restore loss of service, fix severe degradation, correct a fault condition,address a critical business driver, remediate a known vulnerability, or prevent an imminent outage situation fromoccurring. This change is normally executed in an urgent manner to ensure uptime and reliability of environmentrequiring change scheduling within 48 hours. Emergency changes can occur inside or outside a scheduled maintenancewindow.Expedited Change - Changes that do not meet the lead time requirement for a normal change but are not anemergency change that is related to restoring services. Expedited changes are considered changes that have an urgentbusiness need requiring change scheduling to be within 3 to 9 days.Normal Change - Changes that must follow the complete Change Management process with Change Managementreview. This type of change is a non-emergency and non-standard change. These are often categorized according torisk and impact on the organization. Normal Changes are considered changes that have been well planned,documented, reviewed, coordinated and approved to allow for change scheduling.Standard Change - A change to a service or infrastructure which is pre-approved by Change Management (adocumented process that has already been approved and reviewed) that has an accepted and established procedure toprovide a specific change requirement. A pre-approved/authorized template will be required.Rescheduled Change – An Approved or In-Progress change that is delayed due to unforeseen events such as weather,vendor scheduling, supplier, resource assignment, etc. Reschedules are reviewed, re-approved, and documented.These messages are emailed to the “Technical Notifications Contact.”Latency/Packet Loss – Service will be usable, but it may be degraded.Loss of Redundancy – Service will be usable but lacks redundancy. Applies to N 1 scenariosNon-Service Impacting – Service will be usable with no planned disruption. Applies to N 2 scenarios.Cyxtera Proprietary Information8
Other – Service may fall under any Potential Impact category and used for special free-text communication needs toour customer.Service Impacting – Service will be disrupted or unusable.Data Center Locations 3Cyxtera Operated Data Centers - DomesticData CenterPODABQ1-A400 Tijeras Ave NW AlbuquerqueAlbuquerque, NM (Floor 3)MinimumWatts sq./ft.150ABQ1-B400 Tijeras Ave NW AlbuquerqueAlbuquerque, NM (Floor 4)150ATL1-A375 Riverside ParkwayAtlanta, GA165BOS1-C600 Winter St.Boston, MA150BOS1-A580 Winter St.Boston, MA150BOS1-B115 2nd AveBoston, MA150LAX2-A3015 Winona AveBurbank, CA150ORD1-A350 E Cermak RdChicago, IL150ORD2-A,B2425 Busse RoadChicago, IL150ORD1-B350 E Cermak RdChicago, IL (Suite 410)163ORD1-C350 E Cermak RdChicago, IL (Suite 810)200ORD1-D350 E Cermak RdChicago, IL (Suite 830)200DFW1-A,B,C14901 FAA BlvdDallas, TX170LAX1-A200 N Nash StEl Segundo, CA150DEN2-A8534 Concord Center DrEnglewood, CO150STL1-A587 James S. McDonnell BlvdHazelwood, MO150DEN1-A9180 Commerce Center CircleHighlands Ranch, CO150DEN1-B9110 Commerce Center CircleHighlands Ranch, CO200LAX3-A, B17836 Gillette AveIrvine, CA150EWR1-A34 Exchange PlaceJersey City, NJ150MHW1-A,B4949 Randolph Rd NEMoses Lake, WA150EWR4-A165 Halsey St.Newark, NJ150CMH1-A8180 Green Meadows Dr. N.North Lewis Center, OH150PHX1-D616 N. 48th St.Phoenix, AZ150EWR3-A,C3 Corporate Place NorthPiscataway, NJ150EWR3-B365 S RandolphvillePiscataway, NJ150SFO1-A2401 Walsh AveSanta Clara, CA150Data Center AddressData Center LocationNew site codes effective July 1, 2018. For a cross-reference list of site codes, please visitwww.cyxtera.com/pdfs/site-codes.pdf3Cyxtera Proprietary Information9
SFO1-B2403 Walsh Ave.Santa Clara, CA150SFO2-A4700 Old Ironsides DriveSanta Clara, CA150SFO2-B4650 Old Ironsides DriveSanta Clara, CA150PHX1-A,B,C615 N. 48th St.Scottsdale, AZ150SEA1-A12301 Tukwila International BlvdSeattle, WA150SEA1-B3355 South 120th PlaceSeattle, WA150MSP1-A,B4450 Dean Lakes BlvdShakopee, MN150IAD1-A45901 Nokes Blvd.Sterling, VA150IAD1-B45845 Nokes BlvdSterling, VA150IAD1-C,D,E21110 Ridgetop CirSterling, VA150IAD2-A22810 International DrSterling, VA150IAD2-B22860 International Dr.Sterling, VA150IAD3-A22995 Wilder Ct.Sterling, VA150SFO3-A1400 Kifer RoadSunnyvale, CA150SFO3-B1320 Kifer RoadSunnyvale, CA150TPA1-A9310 Florida Palm Dr.Tampa, FL150SEA2-A6101 S 180th StTukwila, WA150EWR2-A300 JFK Blvd EastWeehawken, NJ150EWR2-C,D1919 Park Ave.Weehawken, NJ175EWR2-B300 JFK Blvd EastWeehawken, NJ (Suite130)150Cyxtera Operated Data Centers - InternationalData CenterData Center AddressData Center LocationMinimumWatts sq./ft.150FRA1-AHanauer Landstrasse 300aFrankfurt, DEHKG1-A,B33 Chun Choi StHong Kong150HND1-A1 Chome-2-1 Hitotsubashi, Chiyoda-kuTokyo, Japan150LHR1-A630 Ajax AvenueSlough, UK150LHR1-B631 Ajax AvenueSlough, UK150LHR2-A7 Greenwich View PlaceLondon, UK150LHR2-B6 Greenwich View PlaceLondon, UK150LHR3-A5 Eskdale Rd, Winnersh TriangleWinnerish, UK150SIN1-A05-01 Geo Tele Centre, 9 Tai Seng DriveSingapore 535227, SingaporeDRT 03-01, 29A International BusinessPark Singapore 609934, Singapore3000 Boulevard René Lévesque Montreal,QC H3E 1T9, Canada555 West Hastings Street, Harbour CentreGeo-Tele Centre, SG150Jurong East, SG150Montreal, Quebec150Vancouver BC1506800 Millcreek Drive Mississauga, ON L5N4J9, CanadaMississauga, Ontario150SIN2-AYUL1-AYVR1-A,BYYZ1-ACyxtera Proprietary Information10
YYZ2-A4175 14th AvenueMarkham, Ontario1503rd Party Data CentersData A3PShG03SYD1-AData Center AddressData Center LocationMinimumWatts sq./ft.20 Wharf Street Brisbane City, QLD 4000,Australia19 Battye Street Bruce, ACT 2617, AustraliaBrisbane150Canberra1505225 W Capovilla Ave Las Vegas, NV8911817135 S Decatur Boulevard, Las Vegas, NV89118, USA5225 W Capovilla AveLas Vegas, NV 8911817365 South Lindell Rd, Las Vegas, NV89139, USA826 Lorimer Street Port Melbourne, VIC3207, Australia4 Millrose Drive Malaga, WA 6090, AustraliaLas Vegas, NV175Las Vegas, NV175Las Vegas, NV175Las Vegas, NV175Melbourne150Perth1506 Huajing Road, Bldg 1 Pudong, Shanghai,China6 Huajing Road, Bldg 3 Pudong, Shanghai,China4 Eden Park Drive Macquarie Park, NSW2113, AustraliaShanghai, China150Shanghai, China150Sydney150Colocation CustomersData Center Power SpecificationsAll Cyxtera data centers provide uninterruptible power in-line with UPS and diesel generator backup in the event of autility power failure. To conform to the National Electrical Code (NEC) for maximum power use, each power circuit islimited to 80% of the circuit breaker rating.In addition, unless the agreement between Customer and Cyxtera expressly states otherwise, in no event shallCustomer be entitled to use more power in a colocation environment (excluding cabinets) than the maximum CEC forsuch environment (excluding cabinets). With respect to cabinets, in no event shall Customer be entitled to use morepower in such cabinet than the maximum allocated power for such cabinet. In the event Customer’s power usage in acolocation environment or cabinet, as applicable, in a calendar month is greater than the maximum CEC for suchenvironment or allocated power for such cabinet, as applicable, Cyxtera reserves the right to charge an additionalpower allocation fee equal to the product of (a) the excess of Customer’s power usage over the maximum CEC orallocated power, as applicable, and (b) 150% of Customer’s then-current rate for power allocation in such colocationenvironment (excluding cabinets) or cabinet, as applicable. For the avoidance of doubt, this provision also applies tometered power colocation environments (including metered power cabinets).Customer installation shall be consistent with Cyxtera’s requirement that customers distribute power evenly among allavailable power circuits. Care should be taken that you consider your future expansion plans and how this may affectyour power distribution. If you do not plan th
colocation services provided by Cyxtera to customer from time to time (the "Services"). With respect to a Service, "Cyxtera," "we," or "us" means (1) if customer has entered into a service order, statement of work or other signed . Priority) Definition P1 (Urgent) Business impacting or imminent impact; full site outage.
