Custodian Guide A5

9.0Our Code of ConductFire Instructions People and possessions• In the case of an evacuation: • No food or liquids to be brought into the data centre. Please leave via the nearest fire exit. Once outside, make • No photography or videoing without written authorisation. your way to the main car park at the front of the building. Do • No person to be under the influence of, or consuming not use the lifts. Do not stop to collect personal belongings. alcoholic beverages. Do not re-enter the building without permission. • No persons to be under the effect of any drug or hallucinogenic substance.• If you discover a fire: • No smoking on the premises. Please ask Reception forImmediately operate the nearest fire call point/break glass. the details of outdoor designated smoking areas.Only attack the fire if it is impeding your exit. Use the correctfire extinguisher. Power, light and heat • Only authorised Custodian engineers may operate plant or Security and access machinery, including air handling units and PDUs.• Use your access card to pass through all doors – no • Only authorised Custodian engineers may plug or unplug tail gating. power to server racks and freestanding IT equipment. • Non-regular visitors.. • Power cables in racks may only be plugged within that• No doors will be wedged open anywhere within the data rack – no cross plugging between racks is allowed. centre, doing so will set off an alarm.• Emergency exits will be kept clear of obstructions at all Racks, cabling and infrastructure times. • Only authorised persons with a signed work permit to work • All personnel, including visitors, are liable to be searched at may lift floor tiles. any time and are advised that constant 24 hour surveillance • Only authorised persons may run cables between racks cameras are in use on the premises and may be used in after obtaining a signed off permit to work. cabling must be evidence in any disciplinary, civil or criminal proceedings. correctly run on the relevant cable tray and clearly labelled. • Rack doors must be kept shut and lockedHealth and safety when unattended.• All personnel are to behave professionally and responsibly, in accordance with Health and Safety guidelines. Packaging, tools and materials• No use of gas, pressurised air or other substances governed • Cardboard is not allowed in the data centre. Please ask a by COSHH regulations without prior approval. member of staff to show you to the unpacking area. • Remove packaging and rubbish as soon as an item is un Change control packed and dispose of promptly and responsibly. • A permit to work must be obtained prior to starting any • VDU trolleys must not be left unattended and connected to works on the data centre infrastructure. any hardware.• It is the responsibility of the person requesting the work to • No paper based materials are to be left in the rack. This be carried out, to request the permit to work. includes manuals and paper CD covers1 7 T: 01622 230382 E:[email protected] W:www.CustodianDC.com

WELCOME TOCUSTODIAN DATA CENTRESA CLIENT’S GUIDETO MOVING IN Kent Facility www.CustodianDC.comCUSTODIAN DC LTDVinters Business Park, The Maidstone Studios,New Cut Road, Maidstone, Kent, ME14 5NZP: 01622 230 382E-Mail: [email protected]© CUSTODIAN DC LTD

fAwsuteelClyrfuovisnctituocesdgeoiraannttaoed our clients.We are delighted to welcome you to Custodian Data Centres’flagship facility, winner of the Green Data Centre awards. Bychoosing us as your hosting partner, you can rest assured thatyour equipment will be in a secure and resilient environment thatis monitored 24/7 by our team of dedicated and experiencedengineers.At Custodian we focus on delivering a fully integrated serviceto our clients, all of the time. We focus on providing resilienceusing a practical approach to the core values of Tier 4 facilities.We pride ourselves in our experience of providing a high level ofservice and being there when our customers need us.The principles governing this guide are to assist in providing youwith all of the information you need before and after you movein. The following documentation is intended to help you with your moveinto our site; more information is available from our support team24/7/365. [email protected]’re here to help.Regards,Robert WilliamsTechnical Director, on behalf of the entire Custodian TeamP.S. If you feel that there is any information that youwould have liked to have seen in this document,please let us know. 3 T: 01622 230382 E:[email protected] W:www.CustodianDC.com

MEET Leonard Kay SOME Commercial ManagerOF THE E: [email protected] TEAM Holly Chittenden Account Manager E: [email protected] Bethany Kinch Accounts Assistant E: [email protected] of content Keely Goldfinch Accounts ExecutiveWelcome E: [email protected] Customer Access (5) Martyn Burford2.0 Important Contacts (6) Operations Manager3.0 On-site Facilities (7) E: [email protected] On-site Safety (8)4.0 Setting Up Your Rackspace (9) James Cullum4.1 Cooling (10) Layer - 14.2 Network (11) Infrastructure Manager4.3 Power (12) E: [email protected] Remote Hands & Technical Support (13)6.0 Custodian Supporting Your Business (14) Pavelas Sokolovas7.0 Delivery & Collection (15) Head of Infrastructure8.0 Other Services (16) E: [email protected] Our Code of Conduct (17) Casey McNamara 4 Head of Security E: [email protected]

1.0Customer AccessOur data centre is a 24/7 operation. The Custodian customer access list is in place to ensure that the right people fromyour business can gain access to your rack space at any time. Our security measures mean we cannot grant access to anyperson who is not part our customer access list.• For access to the DC, a client must either be on our Permanent Access List or Temporary Access List• All visitors to the DC must provide government issued photographic ID (i.e. passport or driver’s licence)• Any visitor without the correct ID will be refused entry to the DCTHE PERMANENT ACCESS LIST - 24/7/365 Access to Data CentreThere are two levels of access for personnel on the Permanent access list as shown in the table:LEVEL 1 ACCESS LEVEL 2 ACCESS 24/7 Access 24/7 Access Ability to request remote hands Ability to request remote hands Add/Remove clients on Permanent List Make a Temporary Access RequestTo add a new person to the permanent access list, a client who already has Level 1 Access must supply the following detailsin full by email to [email protected] *:• Full Name• Email• Job Title• Office Number• Mobile Number• Access Level• Receive Service Status Notifications Y/NEscalation Matrix Time elapsed Person to contactInitial Fault Logged N/A Support teamLevel 1 4 hours since fault logged [email protected] 2 2 hours since L1 escalation 01622 230382 option 1Level 3 2 hours since L2 escalation Lead NOC engineer 01622 230382 option 1 Robert Williams Technical Director 01622 230382 option 1 Rowland Kinch CEO 01622 230382 option 25 T: 01622 230382 E:[email protected] W:www.CustodianDC.com

2.0 Important Contacts From within the data centre, just lift the receiver by any of the doors to be put through to our support team. Below are some further useful numbers and email addresses.Custodian Main Line Available 24/7/365 +44 (0)1622 230382 [email protected] fault reports, support issues and twitter.com/custodiandcrequests, including remote hands [email protected] Account [email protected] status.cdc.systems/Access/DeliveriesData centre access requests, changes 07591 083504 I 07971 956830and notificationAccountsAll accounts and billing enquiriesMailing ListSubscribe to our Service Statusnotification listEmergency ContactsIn the event of a serious emergencywhere main telephone lines fail6

3.0 24Hr Supermarket and Fuel Whilst our restaurant is on hand 9am toOn-Site Facilities 3pm weekdays, a 24hr Tesco supermarket is available just 0.3 miles from the data centre,Our data centre is part of a wider complex of via Grovewood Dr N. Also available is 24hr fuelfacilities that are available to all of our clients. station in the Tesco complex.We want to make you feel at home every timeyour business visit us. Below is a range of on-site The address for the supermarket isfacilities available. Grovewood Dr North, Weavering, Maidstone, ME14 5TQ.Wireless InternetWireless Internet is available throughout thedata centre. Details for this will be found aroundthe facility.Build RoomIf you have equipment to configure, please useour on-site build room.The room is equipped with a large work surface,power strips, monitors, keyboards and mice foryou to use.Restaurant FacilitiesThere is a restaurant on-site which is open from9am to 3pm weekdays. However, this can beused 24 hours a day with vending facilitiesavailable. Our free Wi-Fi is also accessiblefrom this location.Meeting RoomsThere are a number of meeting rooms on-site. If youwould like to hold a meeting here,please contact one of our team. We willgladly book one of these resources for you.Disaster Recovery OfficesWe offer a range of work place recoveryoptions in cases of emergency.OfficesOur fully serviced spaces are available for shortor long-term office rental, our rental packagescan cover rates, heating, lighting, cleaning,waste disposal, fire risk assessment, first aidcover, 24 hour on-site security with CCTV,reception facilities and postal services.ParkingWe offer ample parking facilities around the datacentre with 400 spaces available. Head to car park 6,which is the closest of all car parks to the data centreentrance on-site.7 T: 01622 230382 E:[email protected] W:www.CustodianDC.com

3.1 On-Site Safety In the event of the Fire Alarm, please leave the data centre via the nearest exit: Custodian staff will also walk around the data centre and ensure that everyone is out. Custodian uses an argon/nitrogen gas extinguishing system. In the event that this is used, warning alarms will sound in the data centre. Please be aware: these are naturally occurring gases and reduce the oxygen level to a point where it is breathable, but combustion cannot take place. If you hear these, leave immediately. Releasing the gas is a human decision and will not be done unless the data centre is clear. If you spot or suspect a fire: DO NOT ATTEMPT TO PUT A FIRE OUT OR OPERATE THE GAS RELEASE SYSTEM YOURSELF. PRESS THE NEAREST FIRE ALARM BUTTON AND LEAVE THE DATA CENTRE IMMEDIATELY. FIND A FIRE MARSHALL (THEY WILL BE WEARING A BRIGHT FIRE MARSHALL JACKET) AND LET THEM KNOW WHERE YOU FOUND THE FIRE.8

4.0Setting Up Your RackspaceWe want you to take full advantage of your rack space at Custodian DataCentres. As a Tier-3 colocation provider we offer our customers resilient fullracks, half racks, quarter racks and simple u-space.Custodian has built and designed it’s very own revolutionary cooling, unrivallednetwork connectivity and diverse power, meaning your business will reap thebenefits of 100% uptime; a record the data centre has held since launching.Our experienced engineers are on hand to help you move in during the wholeprocess. If needed, the Custodian team will be there to guide you step-by-stepthrough your rack installation in our award-winning data centre. 9 T: 01622 230382 E:[email protected] W:www.CustodianDC.com

- 4.1Controlled Enviroment CoolingOur cooling systems are ahead of the curve.We have designed a fail-safe climate controlsystem with cooling technologies that will keepyour equipment operating at its optimum level100% of the time.Cold and Hot Aisle Layout FRONT HOT AISLE OF RACK RETURN AIRYour rack is in a Cold Aisle/Hot Aisle environment.Cold air is delivered to the front of your rack and COLD AISLEthen hot air is pulled from the back. SUPPLY AIRWhen you install a device into your rack space, REARensure that you check which way the air flows OF RACKthrough it. Ensure any device is installed so that itcan only draw air from the cold isle. Example of air flow through a rack in a Hot and Cold Aisle environmentPlease install blanking strips into any gaps at thefront of your rack. We provide these free of charge.Also some devices take air from left to right. If youare using these, ensure that all of them draw air thesame way as they will also circulate air. In thesecases you may need to leave blanking plates outaround the device(s) to ensure they get a suitablesupply of cold air around them. 10

4.2 Custodian Network OverviewNetwork INTERNET ROUTER INTERNET ROUTER- INTERNET INTERNETNetwork Connectivity DISTRIBUTION DISTRIBUTIONWe provide two internet feeds to your rack. FEED FEEDBy default both of these are on the samenetwork but are from different sources to ensureconnectivity continues if one of your feeds were togo offline.Several other configurations are available onrequest. CLIENT RACK SPACE There are two ways you can connect to us... INTERNET INTERNET INTERNET INTERNETDISTRIBUTION DISTRIBUTION DISTRIBUTION DISTRIBUTION FEED FEED FEED FEED INTERNET INTERNET INTERNET FACING FACING FACING SWITCH/ SWITCH/ SWITCH/FIREWALL A FIREWALL B FIREWALL Connecting each cable to a different switch or Using both cables connected to one switch orFirewall. This allows the best connectivity solution as Firewall. A commonly used solution, but if this deviceif one device is off-line the other will continue to run has an issue, you could lose all connectivity.11 T: 01622 230382 E:[email protected] W:www.CustodianDC.com

Diverse Power 4.3 PowerOur truly diverse and resilient power will provide two powerfeeds to your rack space. The examples below demonstrate thebest method to deliver power direct to your very own equipment. Protected Not Protected Devices linked to dual feeds or through a Static Transfer Devices connected to single feeds. This leaves equipment Switch (STS). If a feed were to go off-line, devices will vulnerable to power loss in the event that one of the feeds continue to function from the second feed. goes off-line. These methods are not covered by our SLA. POWER POWER DISTRIBUTION DISTRIBUTION BOARD A BOARD A SINGLE PSU EQUIPMENT DUAL PSU EQUIPMENT POWER POWER SINGLE PSU DISTRIBUTION DISTRIBUTION EQUIPMENT BOARD B BOARD B Client Rack Space Client Rack Space Dual supply to each device Single supply to each device POWER POWER DISTRIBUTION DISTRIBUTION BOARD A BOARD A DUAL PSU EQUIPMENT STATIC SINGLE PSU TRANSFER EQUIPMENT SWITCH POWER DISTRIBUTION POWER DUAL PSU DISTRIBUTION BOARD B EQUIPMENT BOARD B Client Rack Space Client Rack Space Dual supply connected to Devices fed from the same PDU. Single PSU via a Transfer Switch (either ATS or STS).Connection TypesPower is presented at our racks via two methods: Rack Type Connections you will need Full Racks 2 x power bars with 32 Amp Are provided with 2 x 32 Amp 2P+E Three pin commando connector. 200-250 Volt (IP44) sockets. Devices that use the C14 connector. Quarter and Half Racks Between 8 and 14 C13 sockets depending on the size of the rack space.SparesIf you arrive here and find that you have left a cable behind or need to borrow a switch for a while, please let us know. Wecarry spare cables and devices that can be rented or purchased12

5.0Remote Hands & Technical SupportBasic remote hands and technical support are These are on separate mobile networks. Please note: In theprovided free of charge 24/7/365; other event of a major fault, our engineers’ 1st priority will be toservices are priced as below. correct the issue as soon as possible. Unnecessary calls at that time may therefore delay the resolution of the problem.Requests can only be made by authorisedpersonnel whose details are held on our Support Processsecurity system. We follow a process to log and manage our calls. When• Call 01622 230382, option 1 or email a support event is raised, either by our customers or our [email protected] automated systems, we will follow this process to ensure that it is dealt with quickly and professionally.• Your details will be taken and an engineer will call you back to verify your authority. Every time you raise a new support call, you will be given a Job ID number. Each time you contact us regarding the sameIn the event of a serious network failure that issue, please use this number to help us find your call quicklymay affect our telephone system, there are 2 and begin helping you straight away.backup numbers which are listed below.• 07591 083504• 07971 956830• twitter.com/custodiandc• xxxxxxxxxxxxxLevel of Service Monday to Friday All other Times Scope 08:00-18:00 (Excluding Bank Holidays)Basic Remote Hands Free of charge 1 hour Free of charge 2 hour Check alarm lights on the Equipment. Power response target response target Cycle by means of a button or a full power disconnect /reconnect. Patch /un-patch cables. Install /remove hot swap HDDs. £95 /hour (1 hour min) 2 hour responseRemote Hands £20 /15 minutes (30 minutes min) £80 /hour (1 hour min) 2 hour Connect KVM and follow customer‘s 1 hour response target response target telephone instructions. Basic internal server tasks (battery/ raid card/ internal HDD/ RAM swaps etc).Advanced Engineer Assistance £120 /hour (1 hour min) 1 hour £160 /hour (1 hour min) 2 hour Any tasks outside of the above scopes, up to response target response target the advanced technical level of one of our senior engineers.U Space Escort £12.50 /15 minutes 1 hour response £95 /hour (1 hour min) For U space customers only, escort into DC 2 hour response & unlock rack for access, remain & lock rack afterwards.U Space Remove/Replace Server £10 one off 1 hour response £95 /hour (1 hour min) For U space customers only, remove/replace 2 hour response server to workbench.13 T: 01622 230382 E:[email protected] W:www.CustodianDC.com

6.0 Custodian Supporting Your BusinessISO 27001ISO 27001 is the most widely accepted certification available in supporting information, physicalsecurity and business continuity.Custodian Data Centres have been ISO 27001 certified since 2012, underlining the businesscommitment to preserving the confidentiality, integrity and availability of all physical and electronicinformation assets managed by the business.Supporting your businessWe are have our own in-house compliance team and can provide our clients with helpfuldocumentation in their own quest for ISO 27001 certification.For more information on requesting such documentation and advice:Contact our Head of Compliance at [email protected] does ISO2007 certification ensure?• Risks and threats are assessed and managed appropriately• Physical security processes are enforced consistently• Audits are regularly conducted, including tests of security and CCTV monitoringClient ToursOur facility is perfect for clients to invite their own for data centre tours.We have a dedicated sales team who are on hand to take your clients deeperinto the data centre whenever needed.Custodian want to see your business grow and flourish in the data centre.We will also provide a meeting room with refreshments including tea, coffee,water and sandwiches on the day.To book a tour contact [email protected]. 14

7.0Delivery & CollectionOur security team is on hand to help all of our clients arrange deliveries and collections from the data centre.DeliveriesThese should be pre-arranged with at least 24 hours’ notice by contacting Custodian at [email protected] with thefollowing information:• Estimated delivery date/time• Courier company name• Number of packets and approx size/weight • Contact telephone numberCustodian will issue a job number which should be marked on the deliveries as detailed below. Preferably deliveries shouldarrive between the hours of 8am and 5pm; however deliveries outside of these hours are possible by prior arrangement.Deliveries must be labelled as follows:Your Company name,Job Number (see above)C/O Custodian Data Centre,Vinters Business Park,Maidstone Studios,Kent. ME14 5NZ.Tel. 01622 230382Deliveries are made on the understanding that Custodian DC Ltd and its staff accept no liability for damage of goods in transitor held on our premises.We will email you as soon as your delivery arrives. Please confirm receipt of this email and arrange collection from us as soonas possible, quoting our reference number.We will store deliveries free of charge for arge for 2 weeks. After this, longer storage can be arranged but will be chargeable.CollectionsThese should be pre-arranged with at least 24 hours’ notice and preferably between the hours of 8am and 5pm.Please email [email protected] with the following information:• Collection date/time• Courier company name• Number of packets and approx size/weight• Contact telephone number 15 T: 01622 230382 E:[email protected] W:www.CustodianDC.com

8.0 Other Services As well as providing award winning rack space, we also offer a number of other services. These include: DDoS Mitigation Secondary data centre sites in London and Surrey DNS maintenance Domain registration Email filtering Equipment installation and removal On-site satellite dish farm Off-site backup Router and switch configuration Telephone systems Managed firewalls Network consultancy Rack relocations Work place recovery/DR offices On-site office rental Online back-up Meeting rooms MORE INFORMATION custodiandc.com16