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 ser- vices, 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, infra- structure 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 busi- ness. 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 addi- tional 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 fol- lowing: • 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 photo- graphic 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 leav- ing 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