Policies & Procedures

Edge Data Center Services

Updated on 3-4-2020

Policies and Procedures

 

Customer shall ensure that its officers, employees, technicians, agents, representatives, subcontractors, and visitors (“Customer Representatives”) who are granted access to an Edge Data Center (“EDC”) associated with a Customer’s Service Order(s) shall comply with these policies and procedures, as amended from time to time. The customer will be responsible for any damage caused by Customer Representatives.

Further, Customer and Customer Representatives shall comply with all laws, orders and regulations of all governmental bodies having jurisdiction over the Edge Data Center.

GENERAL RULES AND REGULATIONS

1) Customer Equipment

1. a) Equipment Delivery & Storage. EdgePresence will not supply storage space.
2. b) Installation. Customer shall provide EdgePresence with written notification two (2) days before Customer wishes to install or remove a major piece of Customer equipment from its assigned location in an EDC. (This does not include replacing a piece of equipment with a similar piece of equipment.) Customer shall be solely responsible at its own expense for installing or removing such Customer equipment and for leaving the EDC and the common areas in good operating condition.

Customer is solely responsible for any connections, wiring and other items inside Customer’s EDC location(s) between the demarcation equipment and Customer’s equipment. All cables, interconnections, demarcation equipment and wiring must be cleanly wrapped and tied together and kept within the EDC in a manner satisfactory to EdgePresence. Upon request and subject to payment of the applicable fee, EdgePresence shall assist with wrapping wiring, interconnections, Customer demarcation equipment, wiring or cables. Customer shall not permit any of its wiring, interconnections, equipment connections or cables to enter any space outside of the customer cabinet and or EDC location(s).

Customer shall not install any equipment that cannot be securely affixed or bolted into a cabinet or rack in a manner reasonably acceptable to EdgePresence. Customer shall not stack or rest any equipment on any other equipment.

2) Security

365. a) General. EdgePresence facilities are physically secure installations that are accessible to authorized customers 24x7x365. A closed-circuit television security system is located at all entrances to an EDC. A pin pad/card access system controls access to the facility.

No Customer Representative may prop open any doors within the EdgePresence facility. No one may shield his or her face in any manner from the EdgePresence security system. All Customer Representatives must display their access badge prominently at all times.

Customer shall provide an “access list” of Customer Representative that are allowed entry to the facility and access to the EDC.

1. b) Access/Security Badges. Prior to the issuance of any security badges to Customer Representatives, Customer’s designated technical contact must put a ticket into the HelpDesk detailing the name of every person that will have access and need to be badged (see section 3).

The standard number of security badges issued will be in accordance with the number of cabinets or amount of space licensed by Customer. Prior to the first visit to an EdgePresence facility, Customer authorized personnel are required to contact EdgePresence personnel to go through the identification and badge issuance process. All persons will be required to show a valid driver’s license or other government issued form of picture identification before accessing the EDC. Once a Customer Representative’s identification is confirmed, EdgePresence personnel will build the Customer Representative into the access system. Once this process is completed, the Customer Representative will have access to the Customer space and shared areas of the EDC without further need of assistance from EdgePresence personnel.

Badges are not to be shared or passed to another person. If a badge request is needed for new Customer Representatives or a replacement is needed a ticket must be entered into the HelpDesk. Customer Representatives may not open doors for unbadged people. If a Customer Representative is not able to access an area, then he or she is not authorized to enter this area. If Customer believes a Customer Representative has been incorrectly denied access to an EDC, Customer must enter a ticket into the HelpDesk and EdgePresence will review the current access and decide whether or not access limitations should be changed.

1. c) Additional and replacement security badges. If a badge is lost or stolen, Customer must contact EdgePresence at (904) 900-4328 immediately. A ticket must be created by the designated technical contact in order for any badge changes to be made.
2. d) Customer Sponsored Visitors. Facility tours must be scheduled at least 48 hours in advance by contacting the EdgePresence Sales Representative. Please allow 1 business day for confirmation of tour approval.

Visitors must present a valid driver’s license or other government issued form of picture identification. Customers are required to escort their sponsored visitors in the facility at all times, including entering and exiting the facility. All visitors and customers must sign the visitor’s log.

3) Technical Support.

There are two ways to get Technical support: Entering a Ticket with the Help Desk or calling the Network Operations Center (“NOC”) at 833-334-3763.

1. a) Ticketing System. EdgePresence’s ticketing system is utilized for tech support, on-site assistance, facility issues, upgrades, customer service needs and general communication needs.

The designated Customer IT contact may access HelpDesk and enter tickets. If the Customer would like additional employee(s) to have access, a request can be made by submitting a ticket and advising EdgePresence of the name of the person to be added.

3763. b) Escalation Procedures. The following escalation procedure has been established to ensure a timely response to Customer’s critical needs. It is triggered upon Customer’s call to the EdgePresence Help Desk at 833-334-3763.

4) Problem Management Procedures.

In the event that there is a problem with EdgePresence’s network, EdgePresence’s NOC will contact all customers via email. Until the problem is resolved there will be updates in one hour intervals. In the event that email is not working a dial-in hotline will be started. Customers may contact this hotline at: 833-334-3763.

5) Problem Resolution

1. a) Problem Resolution procedures are defined in the Network Operations Center Manual.

6) Power.

Power will be provided as set forth on the Service Orders(s) applicable to the Customer space. EdgePresence does not guarantee additional power for equipment reconfigurations or upgrades.

EdgePresence may provide redundant A and B feeds for power. EdgePresence may, with 24 hours’ notice, temporarily remove from service any individual power feed for maintenance of the power infrastructure. Customer may not use a redundant power feed as an individual power feed.

All individual power runs are to be installed and maintained by EdgePresence. Customers may not install any batteries in the EDC.

Customer must inform EdgePresence immediately upon discovery of any worn, frayed or cut cables by contacting the NOC at 833-334-3763.

All equipment utilized in a EDC must meet the requirements of Underwriters Laboratory (UL) or a similarly recognized standards body. No soldering or open flames are allowed.

By code, the load on any AC circuit should not exceed 80% of its maximum rating. To insure the safety of the EdgePresence facility, there are restrictions on the maximum total power provided to any individual cabinet, rack or cage installed in the facility. For example, each cabinet installed in a EDC may have a circuit maximum of 60 Amps AC (7,200 watts) and no enclosed cabinet may have an individual circuit that exceeds 30A AC. The standard maximum power limit is two (2) 20A AC circuits per cabinet or equivalent. The site Operations Manager must approve all specific Customer power requirements that exceed this standard.

The standard power circuit configuration is one primary 20A AC circuit with two EdgePresence power strips per cabinet or rack. Customer shall only use outlets from EdgePresence provided power strips. If Customer plugs additional power strips into the EdgePresence provided power strips, then all EdgePresence SLAs are void and no longer in effect. EdgePresence reserves the right to demand the removal of the additional power strips.

A redundant 20A AC circuit for fail-over is also provided. Customer must use the redundant circuit for fail-over only and may not use it as a primary power feed. The actual combined power draw on a primary/redundant circuit pair may not exceed 80% of the primary circuit’s maximum draw. If Customer’s actual power requirement exceeds 80% of the primary circuit’s maximum draw (for example, 16A on a 20A/120V circuit), Customer must purchase additional primary power circuit(s). EdgePresence will periodically review Customer’s usage of primary and redundant circuits to verify that Customer is not overloading the circuit or using a redundant circuit as a primary power source.

Customers may not plug any equipment into receptacles or courtesy power outlets outside the EDC without the express written permission of EdgePresence.

No equipment specifically designed to emit Radio Frequency (RF) energy is permitted to be installed in the EDC or to be operated within the EDC y without the express written consent of an authorized EdgePresence representative.

No device that is specifically designed to emit an electrical control signal on AC power lines is permitted to be installed in the EDC or to be operated within the EDC without the express written consent of an authorized EdgePresence representative.

7) Use of Edge Data Center.

• Customer shall maintain its Customer space in an orderly and clean manner and in good repair and condition, satisfactory to EdgePresence. Customer shall keep the Customer space free of litter, cartons, packing materials or packaging and related items (collectively “Waste Materials”).
• Customer shall remove all Waste Materials from an EDC. Under no circumstances shall Waste Materials be discarded or left anywhere else in the EDC.
• Customer Representatives shall not eat, drink, or smoke within the EDC.
• Customer Representatives shall not bring any weapons (including guns, knives or mace), alcohol or drugs into the EDC.
• Customer Representatives shall not photograph, videotape or film any areas in the EDC or the entrances to the EDC.
• Customer Representatives shall behave in a courteous and professional manner at all times while in an EDC.
• Customer Representatives and visitors shall not touch, access, tamper, or interfere with another customer’s or EdgePresence’s space or equipment without such other customer’s written authorization, even if Customer owns equipment within another customer’s space.
• Customer shall not do or permit anything to be done or fail to do or permit anything to be done in, on or about the EDC that might constitute or result in a private or public nuisance or waste.
• Customer shall not make any alterations, additions or improvements to the Customer space without the prior written consent of EdgePresence, which may be granted or withheld in EdgePresence’s sole discretion.
• Customer shall not, nor shall Customer permit others to: (i) fail to maintain a suitable environment (as specified by EdgePresence) within the EDC; (ii) alter, tamper with, adjust or repair any equipment or property of EdgePresence or any other person (other than its own equipment inside the Customer space) located within the EDC; or (iii) fraudulently access the EDC to obtain or attempt to obtain service by any means or device with intent to avoid payment; (iv) obtain unauthorized access to, or alter or destroy, any information of EdgePresence or any other customer of EdgePresence; or (v) use any equipment in violation of the law or in aid of any unlawful act, or so as to interfere with the use of the telecommunications networks operated by EdgePresence its customers or authorized users.
• Customer agrees to safely configure, operate, and maintain equipment in the Customer space. This includes appropriate engineering and design of equipment systems in adherence to manufacturer specifications. Failure to comply with these safety measures can result in an order to remedy or shut down unsafe equipment.

8) Order Processing.

The EdgePresence deployment team may engage Customer during the installation planning stage to identify each party’s tasks, responsibilities, and timeframes. All communication will be documented in the install ticket. EdgePresence will not be responsible for delays of the install date caused by Customer or by matters beyond the control of EdgePresence.

9) Change Orders.

Changes to an executed Service Order must be made using EdgePresence’s ticketing system and submitted to EdgePresence via HelpDesk at https://modularlife.itclientportal.com Any changes made to the initial Service Order may have fees associated. If there are fees associated with the change an amendment will be generated and the change will not proceed until the amendment is executed. Installation or recurring fees associated with a change are due and payable when the ticket is submitted.

10) Policy on SPAM.

Customers shall not send unsolicited e-mail messages, including, without limitation, bulk commercial advertising, informational announcements, charity requests, petitions for signatures and political or religious tracts (collectively, “Spam”), whether or not the practice causes complaints from recipients. Customer and users of its network also may not use the EDC or the EdgePresence network to:

• Send e-mail messages that are excessive in number and/or intended to harass or annoy others, especially if the recipient has made a request to cease and desist.
• Use the account to collect responses from unsolicited bulk or commercial e-mail sent from accounts with other providers.
• Forward or otherwise propagate chain letters, whether or not such messages solicit money or other items of value, and whether or not the recipient wishes to receive such mailings.
• Continue to send e-mail messages to a recipient who has indicated that he/she does not wish to receive them.
• Send e-mail with forged or missing TCP/IP packet-header information.
• Engage in “mailbombing” (sending large quantities of unwanted or unsolicited e-mail to individual e- mail accounts or copies of a single message to many e-mail accounts); or
• Send or receive e-mail messages in a manner that violates the use policies of the recipient’s Internet service provider.

Customer also shall not transmit, promote or otherwise make available any software product or service that is either illegal or designed to violate this policy. Such software products or services include but are not limited to programs designed to send unsolicited advertisements (i.e., “spamware”), services that send unsolicited advertisements, programs designed to initiate “denial-of-service” attacks, “mailbomb” programs, and programs designed to gain unauthorized access to networks on the Internet.

 

By signing this policy, the Customer acknowledges receipt of the Customer Policies and Procedures Handbook and agrees to comply with all policies and procedures set forth herein.