Colocation Customer Tech Policies
Colocation Policies and Regulations
The colocation facility will be accessible 24 hours a day, 7 days a week, except in the event of an emergency. Cirracore shall use reasonable efforts to provide advance notice to Customer regarding material changes to or suspension of the hours of operation.
Customer will assure its officers, employees, technicians, agents, representatives, subcontractors, and visitors who are granted access to the building and the colocation facility, comply with the policies and procedures set forth herein and individual facility policies. Customer will be responsible for any damages caused by its officers, employees, technicians, agents, representatives, subcontractors, shipping providers, and visitors.
Cirracore may provide a kitchenette, conference room, restrooms and work area in the colocation facilities. Use of any of the foregoing will be in accordance with the policies and procedures set forth herein or as posted at the colocation facilities.
Customer shall comply with all laws, orders and regulations of all governmental bodies having jurisdiction over the building and/or Customer's activities and with all of building owner's and Cirracore's policies and procedures.
GENERAL RULES AND REGULATIONS
Equipment Delivery & Storage
Cirracore will accept delivery of and store customer's equipment in accordance with the guidelines set forth below. Due to limited storage space in each colocation facility, Cirracore, at its sole discretion, has the right to deny or limit the amount of storage space and storage time to customers.
Due to individual building requirements at each site, all Customer deliveries must be scheduled at least 48 hours in advance with Cirracore's Network Operations Center (NOC), reachable by submitting a support ticket at firstname.lastname@example.org. If Cirracore has not been notified of equipment arrival, the facility will deny acceptance of shipment.
Third Party Equipment Delivery
If the equipment is delivered by a third party, Cirracore facility personnel will receive it on behalf of Customer, provided that Customer pre-scheduled the delivery with Cirracore's NOC. If Cirracore has not been notified of equipment arrival, the facility will deny acceptance of shipment.
Include the following packing and shipping information:
- Customer account number
- Customer ticket number (assigned by Cirracore) on the shipping label
- Cirracore colocation facility address
- Customer cabinet or cage number (assigned by Cirracore)
- Special instructions
Customer shall prepay all shipments, freight, packages, etc. Cirracore will not accept shipments that require any payment, whatsoever. Customer is responsible for all shipping and/or freight claims.
If the shipment is large and cannot be easily brought in to the Data Center then it is the responsibilities of the Customer to have the shipping company bring the equipment into the Data Center from the building loading dock.
Upon receipt of Customer's equipment, Cirracore will provide the following:
- Verify that the shipment is for the correct colocation facility.
- Conduct a thorough visual inspection of the external packaging for possible damage.
- Inventory all boxes and verify that the carton count matches shipping receipt.
- Place the equipment in Customer's Space or store the equipment in a secured area until Customer's Space is ready or available in accordance with the equipment storage policy.
- Notify Customer of receipt of all shipments, damages, or shortages, if any.
In the event of damaged external packaging, Cirracore will accept the equipment and indicate, "damaged shipment/freight" on the shipping receipt and request the delivery driver to countersign acknowledging delivery of "damaged shipment/freight."
In the event of a discrepancy, Cirracore will accept the shipment and indicate "short shipment/freight" on the shipping receipt and request the delivery driver to countersign acknowledging delivery of "short shipment/freight.”
If Customer's equipment can be safely locked in the Customer's Space, no storage charges will apply. However, once the initial customer build has been completed no spare equipment can be stored in cardboard boxes within the confines of a customer's space or any portion of the colocation floor. If there is not enough storage area in a Customer's Space, Cirracore will store Customer's equipment in a designated and secure storage area if there is space to do so at the discretion of the site Operations Manager and the Cirracore NOC. Customer will have fifteen (15) days in which to retrieve its equipment from the storage area from the date the equipment was delivered, after which, storage fees will apply.
All equipment left in Cirracore storage areas for more than forty-five (45) days will be shipped to a Customer specified location at Customer's sole cost and expense.
Cirracore is not responsible for loss or damage to Customer equipment stored in Cirracore facilities or in transit if returned to Customer.
Prior to the use of the Space, Customer shall install or have Cirracore install within Customer's Space an appropriate number of (i) patch panels, (ii) DSX panels for category 5 twisted pair, coax, single and multi-mode fiber or (iii) other appropriate point of demarcation equipment number. Cirracore may modify the appropriate amount of demarcation equipment required by Cirracore from time to time in its reasonable discretion. Upon such modification, Customer shall install or have Cirracore install within the Space licensed by Customer, the appropriate amount of demarcation equipment.
Customer is solely responsible for any connections, wiring and items inside Customer's Space between the demarcation equipment and Customer's equipment. All wiring, connections, circuitry and utility ports shall be labeled to include appropriate information in accordance with Cirracore standard procedure for identification purposes. Upon Customer's request and if Customer provides the required information, Cirracore shall provide such labels. However, Cirracore shall have no liability with respect to such labels, even if Cirracore provides the labels.
All cables, interconnections, demarcation equipment and wiring must be cleanly wrapped and tied together and kept within the applicable cabinet or rack within the Space licensed by Customer in a manner satisfactory to Cirracore. Upon request, Cirracore shall assist with cleanly wrapping wiring, and interconnections.
Customer demarcation equipment wiring or cables through our Remote Hands services. Customer shall not permit any wiring, interconnections, Customer's demarcation equipment connections or cables to enter any other space outside of Customer's cabinet, rack or Customer licensed Space.
Customer shall not install any equipment that cannot be securely affixed or bolted into a cabinet or rack in a manner reasonably acceptable to Cirracore. Any and all equipment that is too large or heavy for a rack or cabinet (including, but not limited to large servers) shall be fastened, securely affixed or bolted directly to the floor by an Cirracore technician. Customer shall not stack or rest any equipment on any other equipment. In addition, nothing may be mounted on cage walls that may restrict the airflow through the Cirracore facility. No equipment shall be placed directly on the floor. The equipment shall be at least 6 inches off the floor using either shelves or rack rails. No other method shall be used. (i.e. Cardboard boxes to elevate equipment).
Cirracore facilities are physically secure data centers that are accessible to authorized customers 24x7x365. A closed circuit television security system typically is located at all entrances. A biometric scanner/card access system controls access to the facility. All visitors at the facility must sign in and state their affiliation to a Cirracore Customer.
Customer may not prop open any doors within the Cirracore facility. No one may shield his or her face in any manner from the Cirracore security system. All Customer employees, vendors and visitors must display their access badge or visitor badge prominently AT ALL TIMES.
All customers shall present an “access list” of permitted employees that are allowed entry to the facility and access to the customer space. Any Customers that wishes to grant access to an employee not on the permitted “access list” must ensure that the employee is accompanied by someone on the “access list' at all times. Customers are responsible for all actions of their employees.
Upon execution of a colocation contract, Customer must also complete Cirracore Security Form prior to the issuance of security badges. The Security Form contains information on which Customer employees or Customer vendor employees are authorized by the Customer to enter an Cirracore facility on the Customer's behalf. It is the Customer's responsibility to keep the Security Form updated at all times by using the customer portal at http://my.cirracore.com.
The standard number of security badges issued will be in accordance with the number of cabinets or amount of Space licensed by Customer. Upon the first visit to every facility, Customer authorized personnel are required to contact Cirracore personnel to go through the identification and badge issuance process. All persons accessing the facility will be required to show a valid driver's license or other government issued form of picture identification. Once Customer's identification is confirmed, Cirracore personnel will build the Customer into the palm scanner system. Once this process is completed, Customer will have access to it's Space and shared areas of the colocation facility without further need of assistance from Cirracore personnel. Customer must have a minimum of one cabinet or cage space to obtain access or security badges or 24/7 unescorted access to the facility.
Additional and replacement security badges
If a badge is lost or stolen, Customer must contact Cirracore Network Operations Center at http://my.cirracore.com or sending an email to email@example.com immediately. A completed Security Card Form is required to order additional or replacement security badges. Customer's identification number and password will be required when requesting additional security badges due to possible additional charges. Customers will be assessed a replacement fee for any lost badges at the then applicable rate.
Customer Sponsored Visitors
Facility tours must be scheduled at least 24 hours in advance by contacting your Sales Representative. Please allow 1 business day for confirmation of tour approval. Facility at its sole discretion may apply tour charges if tour is outside of the Cirracore area. Customer will be informed at the time of confirmation if Customer will incur a charge for the tour. All tours must be cancelled 24 hours in advance or tour charges may apply.
All visitors entering the colocation facility will be required to sign in on the visitor roster, present a valid driver's license or other government issued form of picture identification, and sign a Nondisclosure Agreement. Customers are required to escort their sponsored visitors in the facility at all times, including entering and exiting the facility.
The following escalation procedure has been established to ensure a timely response to Customer's critical needs and is triggered upon Customer's email to firstname.lastname@example.org or a ticket in the support system at http://my.cirracore.com.
Power provided will be based solely on accepted equipment configurations as set forth on any applicable executed colocation contract. Cirracore cannot guarantee additional power for equipment reconfigurations or upgrades.
All individual power runs are to be installed and maintained by Cirracore. Customers may not install any batteries in the colocation facility.
Customer must inform Cirracore immediately upon discovery of any worn, frayed or cut cables by contacting our Cirracore Network Operations Center at email@example.com.
To insure the safety of the Cirracore facility, each cabinet installed in the Space may have a circuit maximum of 60 Amps AC (7,200 watts) or 60 Amps DC power. Each rack may have a circuit maximum of 100 Amps AC (12,000 watts).
All equipment utilized in an Cirracore facility must meet Underwriter Laboratory (UL) listing or a similarly recognized governing board. No soldering or open flames are allowed.
Customers may not plug any equipment into receptacles or courtesy power outlets without the express written permission of Cirracore.
No equipment specifically designed to emit Radio Frequency (RF) energy is permitted to be installed in the Customer Space or to be operated within the Cirracore facility without express written consent of an authorized Cirracore representative.
No device that is specifically designed to emit an electrical control signal on either AC or DC power lines is permitted to be installed in the Customer Space or to be operated within the Cirracore facility without express written consent of an authorized Cirracore representative.
Use of Colocation Facilities, Building and Customer Space
Customer shall maintain its Space in an orderly and clean manner and in good repair and condition, satisfactory to Cirracore. Customer shall keep the Space free of litter, cartons, packing materials or packaging and related items (collectively "waste materials"). Customer shall deposit all waste materials in designated trash receptacles that may be located in the colocation facility or within or outside of the building. Under no circumstances shall waste materials be discarded or left in the colocation facility or the building. Customer shall deposit all non-hazardous waste in appropriate receptacles located outside the building. Cirracore does not provide and is not responsible for providing receptacles for Customer waste materials.
Customer shall insure that their Space is in compliance with all Federal and State Occupational Safety and Health Organization (OSHA) standards. Customer will be responsible for all damage that may be caused by failure to comply with any OSHA standards within the space and under the customer's control.
Customer shall not eat, drink, or smoke within the colocation facility or the building, except in areas designated by Cirracore or the building management.
Customers shall not bring any weapons, including guns, knives or mace, alcohol; or drugs within the colocation facility or the building.
Customer shall not photograph, videotape or film any areas in the colocation facility or the entrances to the colocation facility.
Customer, its officers, employees, technicians, agents, representatives, subcontractors and visitors shall behave in a courteous and professional manner at all times while in a Cirracore colocation facility or the building in which the colocation facility is located.
Customer, its officers, employees, technicians, agents, representatives, subcontractors and visitors shall not touch, access, tamper, or interfere with another customer's or Cirracore's Space or equipment without such customer's written authorization, even if Customer owns equipment within another customer's Space.
Customer, its officers, employees, technicians, agents, representatives, subcontractors and visitors shall not loiter or solicit within the colocation facility, the building in which the colocation facility is located, or on the grounds that the colocation facility is located.
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 building that might constitute or result in a private or public nuisance or waste.
Customer shall not make any alterations, additions or improvements to the Space without the prior written consent of Cirracore, which shall be in Cirracore's sole discretion.
Customer shall not, nor shall Customer permit others to: (i) fail to maintain a suitable environment as specified by Cirracore; (ii) alter, tamper with, adjust or repair any equipment or property of Cirracore or any other property (other than its own equipment inside Customer's Space) located within the colocation facility or the building; or (iii) abuse or fraudulently access the building or the colocation facility to obtain or attempt to obtain service by any means or device with intent to avoid payment, unauthorized access, alteration or destruction, or any attempt thereof, of any information of Cirracore or any other customer of Cirracore by means of devise, use of any equipment in violation of the law or in aid of any unlawful act, use any equipment so as to interfere with the use of the Telecommunications Network operated by Cirracore or customers or authorized users or in a manner which, in the opinion of Cirracore is not in accordance with its generally accepted standards of Telecommunications access and use.
Customer shall wear slip-resistant shoes while on the data center floor and inform Cirracore technicians immediately of any unsafe facility conditions of which the Customer is aware (e.g., loose ladder racks, slick floors or electrical issues).
Each Customer cage and cabinet in Cirracore facilities are designed to provide colocation to an individual customer and Cirracore does not allow more than one customer per customer cage or customer cabinet in any Cirracore facility.
Customer agrees to safely configure, operate, and maintain equipment in Customer's 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.
Cubicle workstations may be utilized on a first come first serve basis and must be vacated and cleaned daily. Customer may not leave equipment in the work area without a Customer technician present.
A conference room is available in most Cirracore facilities. Customers can reserve conference rooms for periods of 1 to 2 hours by submitting a ticket to firstname.lastname@example.org.
Order Processing and Invoicing
Upon order acceptance and approval, Cirracore will (i) issue a letter acknowledging the order and inform Customer of the Target Installation Completion ("TIC") date. The TIC date indicates when the customer space and services are customer ready". The TIC date also represents the date that monthly recurring billing will begin, regardless of whether Customer actually occupies the Space. Activation fees are due immediately in order to initiate the installation process. Orders may have more than one TIC date for Space and power.
Cirracore deployment team may engage Customer during the installation planning stage at which time mutual tasks, responsibilities, and timeframes will be identified and committed with regard to the TIC date. Cross-connects will be billed when installed by Cirracore. Cirracore will not be responsible for delays of the TIC date caused by Customer. Customer will be responsible for Cross-Connect termination fees from facility upon termination of Cross-Connect.
Customer can request one-time services such as remote hands, conference rooms, etc., by emailing support@cirracore or creating a support ticket at http://my.cirracore.com portal.
Once a month, Cirracore will invoice the customer for all fees associated with service requests performed during the prior month.
Changes to an executed Colocation Contract must be made in writing using the appropriate Change Order Form and submitted to Cirracore. Any changes made to the initial Order Form may cause serious delays and change fees will apply. Installation fees associated with a Change Order are due and payable when the Change Order is submitted to Cirracore.
Cirracore maintains the confidentiality of Customer's identity within the colocation facility, including, but not limited to, the location of Customer's equipment. Customer may not post any signage in the Cirracore facilities, including Customer cages or cabinets.