Now with Etisalat Colocate Your IT Equipment in the Most Secured Data Center in Egypt Table of Contents

Now with Etisalat Colocate your IT equipment In the most secured data center in Egypt Table of Contents

Cover Letter:...... 3

Why Etisalat:...... 3

Commercial Packages:...... 3

Data Center Information:...... 4

Additional Services:...... 10

Quality Commitment:...... 10 Cover Letter: It is our pleasure to select Etisalat Misr as your technology partner for data center services, considering the highest levels of security and operational reliability, Etisalat Misr has enriched its portfolio with colocation services. Etisalat owns and operates six well-engineered data centers in Egypt. The objective of this handbook is to provide you with all the information about Etisalat colocation services. This guide covers many essential processes and policies and other guidelines to ensure that the important aspects of your engagement with Etisalat Misr are clear and straightforward. Our data centers are engineered to comply with TIA-942 and Uptime Tier 3 or greater standards in terms of multi-layer security system, fully redundant power system, infrastructure distribution paths, and environmental management, to provide best-in-class colocation services. Through our comprehensive experience in providing colocation services, we developed a service delivery framework to ensure next day service provisioning. We believe we are best positioned to be your trusted partner, to outsource location of your mission critical equipment; gain peace of mind, save IT cost and scale your business. Yours truly, Etisalat Misr

Why Etisalat: • Highest level of security and operational reliability (telecom operator data center). • Next day connected. • The only provider who facilitates postpaid payment. • Hands-on during working hours free of charge. • Provides more than colocation service.

Commercial Packages: Basic Packages:

Package 1U 2U Rack ¼ Rack ½ Full Rack Rack space 1U 2U 10U 20U 42U AC Power in KVA 0.1 0.2 0.75 1.5 3 IPCAM X X X X √ SLA √ √ √ √ √ Next day connected 1 2 3 4 5 • Next day connected is a non-returned USB modem with SIM in a dedicated APN configuration allow the customer to access his collocated equipment next day of receiving them at Etisalat data center. • Etisalat provides Hands-on service free of charge during working hours (8:00 am – 5:00 pm) for all packages. Add-ons:

Additional power 1.5 KVA Additional power 3KVA Extra U Cage IPCAM Hands-on out of working hours

Data Center Information:

1- Location: The physical location of the data center should complement your business. A data center located physically closer to customers and partners can reduce latency for end users; proximity to strategic locations helps reduce the effect latency has on your applications. Additionally, for business continuity and disaster recovery purposes, Etisalat establishes data center in smart village to promptly recover mission-critical data and applications and protect against downtime.

Smart Village Campus in the Sixth of October City, Giza, Egypt 2- Security: The importance of security in data center is essential. Etisalat multi-layered approach meets the international standards, guarantees the highest level of security to your co-located systems. • Security guards are available 24/7 to control personnel & material access to Etisalat data centers. • Biometric access readers to ensure the access for authorized personnel only. • Motion detection sensors. • CCTV cameras are installed in every lineup inside the DC & other cameras to cover all corridors & doors outside the data center. This system is fully controlled by Etisalat security department in HQ. • Caging is available based on customer request to increase layers of security. • Protection with advanced data security systems including firewall & DDoS Mitigation systems by technology leading vendor’s equipment. 3- Power system: Etisalat data centers have access to diverse power feeds with dual generator systems meet Tier 3+ level. Additionally, we have sufficient power density capabilities allowing you to upgrade power as your requirements grow without the need to invest in additional space or migrate to a new facility with higher power density.

DG DG DG TR TR TR

SYNCHRONIZATION PANEL

ATB ATB ATB

MAIN AC PANEL FOR MAIN AC PANEL FOR MAIN AC PANEL FOR DATA CENTER-1 DATA CENTER-2 DATA CENTER-3 UPS UPS UPS UPS UPS UPS UPS UPS UPS UPS UPS UPS HVAC HVAC HVAC RECTIFIER RECTIFIER RECTIFIER RECTIFIER RECTIFIER RECTIFIER PDU PDU PDU PDU PDU PDU PDU PDU PDU PDU PDU PDU AC RACK AC RACK AC RACK DC RACK DC RACK DC RACK

DATA CENTER-1 DATA CENTER-2 DATA CENTER-3 DATA CENTER SCHEMATIC DIAGRAM ( 3 DATA CENTERS ) 4- Environmental management: The company’s commitment to quality is reflected in our imple- mentation of a quality management system, maintained and assessed in accordance with International Standard ISO 9001: 2008. Etisalat are following the highest data center standards like Uptime Institute, BISCI & TIA-942 standards including the following: • Hot /Cold aisle containment. • Raised floor height 80 cm. • Fully overhead & under raised floor cable trays network to ensure a smooth laying of fiber, Ethernet & power cables within our data center. • The data center includes FF systems (detection & suppression using FM200) cover all the data center and under the raised floor. 5- Access: a- First time access / visit Request should be communicated via Etisalat account manager 48 hours’ notice prior to planned visit date, using access form below, and account manager should escort the customer through the visit. b- Access permissions: All colocation customers are required to complete and maintain a colocation access form for their organization which identifies their specific named contacts and asso- ciated data center access permission for each individual. • Authorize access list changes • Request access for self • Request access for others • Request deliveries • Collect deliveries • Request hands-on The customer should make any necessary changes to their Colocation Access Form and return to Etisalat via email to [email protected]. The email will only be accepted if it comes from a user with permissions to “authorize access list changes”. To request access you should submit an ‘access request’ via the support system. You will need to be authorized for the account to request access; the account holder can grant additional persons permission to request access by submitting a support ticket. • Simply call 16337 to submit a request. • Or fill in the form below and send it to [email protected] Account Company Date & Estimat- Visitor 1 Visitor 1 Visitor 1 Type of number name time of ed visit name ID/pass- # mobile work access duration .port no

Maximum 5 visitors at a time. We require that 24 hours’ notice is given for all access requests.

c- On arrival You will be escorted to the reception where you will be asked to show photographic identification/ valid passport and sign the visitors log before receiving an access for which will allow access to the data floor. All visitors must inform staff they are leaving the site and sign out prior to leaving the building.

d- Emergency access Procedures are the same as for normal access, but permit a shorter notification period. If it is repeatedly abused it may be banned. We require that 2 hours’ notice is given for all emergency access requests.

e- Third-party access

Authorized personnel for an account may request access on behalf of a third party as detailed using the normal access procedure.

f- Opening of racks

• In case of total rack belong to one customer → copy with customer & copy with data center operation team.

• In case of shared rack → copy with data center operation team only.

g- Access denial

• If a visitor cannot provide, on request a valid photographic identification.

• If the request has been submitted via unauthorized person.

• Customer will get contacted if the access request has been denied for other reasons. 6- Receiving of goods procedures highlighting the following elements:

a- Notification of deliveries • Customer has to fill in the form below and send it 72 hours prior to equipment delivery to the account manager Date of delivery and time Account number Company name window

Material IN/OUT form

# Part number Serial Description Quantity

Labeling format Company name Address Customer name Box (1 of XX)

b- Collection of deliveries Etisalat staff is not allowed to receive any equipment. Customer must be present while collecting the deliveries. c- Unexpected deliveries Etisalat reserves the right to check /refuse deliveries which are not properly listed or labeled. For unexpected deliveries, customer can initiate a new notification request on the spot and mark it higher priority. We will try to accommodate any unexpected deliveries but acceptance is at the discretion of Etisalat. d- Storage of deliveries Deliveries which have been accepted by Etisalat are locked in a secured store room for only 24 hours thereafter it must be installed in the white area. 7- Hands-on: • Power cycling, booting equipment. • Plug in console port for remote monitoring by customer. • Cabling changes. • Reporting on visual status of the equipment. • Connect a console to a serial port to enable checking system status and alarms. • Diagnostics and signal testing for cross connection circuits.

8- Service level agreement: • Overview Subject to the terms and conditions of the agreement, Etisalat Misr uses unattainable efforts to provide the colocation services in accordance with the service levels set forth below. The service levels specified below do not apply to any server not maintained by Etisalat Misr (including any server available through the Internet) or CPE, or any issues or disruptions arising therefrom.

• Colocation power Etisalat Misr uses unattainable efforts to ensure that customer’s power is available to customer’s cage, cabinet, rack with 99.982% availability except as part of scheduled maintenance or as requested by customer. Such service level does not apply or extend past the power receptacle at customer’s cage, cabinet, rack and does not include customer’s electrical connections within its cage, cabinet, rack.

• Environmental Etisalat Misr uses unattainable efforts to ensure that the supply air temperature in Etisalat Misr colocation area (“Environmental Temperature”) and relative humidity (“Environmental Humidity”) remains in Etisalat colocation standards that provide hot/cold aisle arrangement, humidity and temperature sensors covering all the data center space. Such commitment does not apply during scheduled maintenance, or as requested by customer, or to localized conditions within a particular customer cage, cabinet, rack. CPE must be properly oriented to cold/hot aisles and otherwise comply with facility installation guidelines to be eligible for service level related to temperature or humidity. • Physical security Etisalat Misr uses unattainable efforts to ensure that access to customer’s space is monitored and restricted at all times though our restricted access policy and measures provided by 24/7 surveillance monitored and physical security guards side by side with biometric access readers to ensure the access for authorized personnel only. In addition to recorded in/out logs (for personnel and equipment) with motion detection sensors and receiving of goods policy.

Additional services: Connectivity:

• Etisalat state of the Art IP/MPLS backbone network with 99.999% availability. • Etisalat fiber backbone network (ring protection) and redundant international Internet links act as a gateway to national, regional and international destinations to international carriers. This provides excellent diversified communication services to link customer sites across the region and/or globe. • Six gateways with capacity of 18 X STM16s. • Peer exchange connectivity with other providers.

GE STM16 TATA2 SDH

EoSDH

10GE STM16 AS Seabone IGW-SW2 - TATA: 6453 UTO-IGW2 - Seabone: 6762 10GE - PCCW: 3491 10GE

STM16 GE TATA3 10GE 10GE TN2-BRAS STM16 TATA1 IGW-SW1 UTO-IGW1 10GE 2xSTM1 3xSTM1 3xSTM1 TN2-NPE1 STM1 NR2-UPE1 MNE-UPE1 GE UTO-NPE1 GE 10GE 10GE ABS-NPE1 2xSTM1 UTO-NPE2 GE STM1 ABS-BRAS 10xGE UTO-BRAS GE

3xGE STM1 1xSTM1 3xSTM1 3xSTM1 ABS-P2 4xSTM1 NR1-UPE1 ZAW-UPE1 UTO-P1 STM1 STM1 ABS-P1

STM1 UTO-P2 KBA-UPE1 STM1 IP/MPLS 2xSTM1 10xSTM1 SKM-UPE1 Backbone 2xSTM1 STM1 10xSTM1 4xSTM1

3xSTM1

PSD-UPE1

RMS-P2

STM1

AST-UPE1 10G RMS-P1 RDA-P1 STM1 STM16 GE PCCW 2xGE

GE 10GE 3xSTM1 GE RMS-NPE2 GE RMS-BRAS RDA-NPE1 ISM-UPE1 RMS-NPE1

STM1 STM1 RDA-BRAS

STM1 STM1

STM1 2xSTM1 STM1 STM1 STM1 2xSTM1

SHE-UPE1 BLK-UPE1

QNA-UPE1

FYM-UPE1 OC1-UPE1 ECC-UPE MOH-UPE1 DOK-UPE1 GZA-UPE1 Quality commitment: We classify Etisalat data centers and infrastructure as aligning to the “Tier 3” or greater level with many aspects meeting “Tier 4” level.

Etisalat 1-Tier 2-Tier 3-Tier 4-Tier Standard Power Source Single feed Single feed Dual feed Dual feed Tier 3 Power Redundancy N N+1 N+1 2N Tier 3 (generators) Power Tier 4 (2 par- allel system Redundancy N N+1 N+1 2N each system (UPS) is 2N) Tier 3 Distribution Active-1 (1-Active 1 1 Active-2 paths Passive-1 1-Passive)

Availability 99.671 % 99.741 % 99.982 % 99.995 % 99.982 %