These policies supplement the customer agreement with additional terms and conditions governing the use of DataBridge Sites, LLC datacenters by customers, including customer’s authorized and accompanying persons.
Access to the datacenter is limited to those on the approved access list for the customer. Additional individuals can be granted temporary access through one of the existing approved individuals opening a ticket with the full name (as it appears on their government photo ID) and contact info, as well as date and approximate time and duration of visit. All customers and approved visitors must present a valid government photo ID for verification by security for admittance.
All customers and authorized visitors are expected to conduct themselves in a courteous, lawful, and safe manner as well as abide by all security measures, policies, and posted signs. Failure to do so may result in access being denied or removal from the datacenter.
Access by customers and authorized visitors is strictly limited to the customer’s designated cage or cabinet area, as well as approved common areas. Attempts to gain access to other areas, or to tamper with or alter any equipment owned or maintained by DataBridge Sites may result in removal from the datacenter.
DataBridge Sites staff will not access customer areas without authorization from an approved contact via a ticket to perform smart hands duties as directed by the customer. Staff will open a ticket to provide prior notification if it is necessary to access the customer area for maintenance or inspection of datacenter equipment, and as soon as feasible if access is needed in an emergency. DataBridge Sites suggests that the customer designate one or more contacts as emergency contacts that can be reached during off hours.
Possession of any of the following may result in access being denied or removal from the datacenter:
- Explosives, firearms, or other weapons
- Hazardous materials
- Illegal drugs or alcohol
- Magnets and electromagnetic devices
Access may be temporarily delayed or restricted if there is an emergency including, but not limited to: weather, medical, fire, mechanical, and security incidents. Customers and visitors will follow instructions given by onsite personnel as appropriate.
The following policies apply to the customer’s designated space, i.e. cabinets or cages within the datacenter. DataBridge Sites is not liable for damage to customer equipment caused by failure to adhere to these guidelines.
Wherever possible, equipment should be:
- securely affixed to a rack rather than resting on a shelf or another piece of equipment
- installed so that the heaviest and hottest equipment is near the bottom of the rack or cabinet
- mounted so that it is adhering to any designated hot/cold aisle airflow
- cabled to avoid impeding airflow
- surrounded by blanking panels (where provided) to assist in airflow control
Where permitted by local laws, flammable materials such as cardboard boxes and paper may be stored in the customer area for a maximum of 24 hours. Any empty packaging material left in excess of this time will be disposed of by DataBridge Sites personnel. Packaging that still contains equipment or other material will be moved to storage and be subject to our storage policies below. Materials in violation of this policy that must be removed by staff may be subject to smart hands rates.
The following are permitted in customer space only with prior written permission from DataBridge Sites:
- Furniture such as chairs, desks, or tables
- Cameras, CCTV, and other recording equipment, subject to the policies below
- WiFi and other electronic signals originating from customer equipment, subject to the policies below
Recording of the customer space for security and monitoring will only be approved for fixed cameras (e.g. no pan/tilt/zoom functions) without audio recording capability, and mounted completely within the customer’s space, in such a way that nothing other than the customer space is visible to the camera’s field of view. Equipment in violation of this policy will be removed. Similarly, customers and visitors may not take pictures or video using personal/portable (e.g. phone or tablet) cameras of any space except their own.
DataBridge Sites provides guest WiFi access for all visitors. Any equipment installed in the customer area with WiFi, Bluetooth, or other wireless transmission capability should have this completely disabled (i.e. not just disabling SSID broadcast) except when an authorized person needs this for temporary access to the equipment while working onsite. As a part of our compliance audits, we are required to make a quarterly scan of the building for unauthorized WiFi access points, and remove any that are found with sufficient signal strength to be in range of our compliant hosting area. Customers without prior permission will be asked to disable these transmissions, request written permission for an exception, and after sufficient notice, noncompliant equipment will be removed.
DataBridge Sites will provide the necessary power for all customer equipment to be directly connected to our distribution system, with sufficient capacity (wattage) for demand to remain below 80% of PDU circuit capacity, and diversity (A/B) to ensure reliable power. For this reason, customers are prohibited from using the following equipment in their cabinets or cages:
- Power strips and multi-plug taps or splitters connected to the DataBridge provided PDUs to increase the number of available outlets
- Power cabling that goes between cabinets in a multi-cabinet installation or otherwise exits the rack or prevents the cabinet doors from closing
- Power backup and distribution devices containing batteries, i.e. Uninterruptible Power Supplies (UPS)
- Network and compute devices with batteries permanently installed, such as laptops, are permitted exceptions, but the batteries should be periodically inspected for signs of swelling and other damage
- DC rectifiers or DC-powered equipment with exposed DC power terminals or improperly sized or terminated DC wiring
- Any equipment without UL listing or wiring that does not comply with the National Electrical Code
Equipment found to be in violation of these policies will be removed. DataBridge Sites will make a best effort to coordinate any such removals and corrections with the customer to prevent unnecessary downtime.
DataBridge Sites will provide adequate cooling airflow to keep customer equipment in a standard operating temperature range. In the event of high temperature conditions where it is not possible to increase the supply of cooled air, customers may be required to adhere to specific design constraints regarding cabinet layout (equipment density, hot/cold air path) and airflow management equipment such as blanking panels. Customers are prohibited from using external fans (i.e. those not built into a piece of equipment) or altering DataBridge Sites provided cabinets and floor tiles to address cooling issues.
- DataBridge Sites will typically provide a patch panel in each cabinet or cage intended for terminating all connections that exit the cabinet or cage.
- Customers are responsible for any cabling between this panel and their equipment.
- Customers may order cross-connects to connect their equipment to other customers or carriers within the data center, and DataBridge Sites staff will complete the cross-connects.
- A Letter of Authorization (LoA) authorizing a connection to any third party is required to complete the cross-connect.
- Customers are responsible for all cabling between their equipment inside their space
- Customers with multiple adjoining cabinets are not permitted to use under-floor or overhead space to run their own cables to connect between cabinets. If there are not existing pass-throughs available between cabinets, DataBridge sites staff will assist in either providing cross-connects between panels or running cable between cabinets.
- Cabling between the customer area and other parts of the site is typically single mode fiber, or Category 5e or better copper, subject to distance limitations. Coaxial cable is not supported.
DataBridge Sites is able to accept shipments on customer behalf through typical commercial carriers, including those that require the use of a loading dock, and either perform smart hands duties to install it, move it to the customer area, or securely store it until such time as a customer contact arrives on site to retrieve it. Customer is responsible for all fees and any customs requirements for shipments, so equipment with POD or other fees due to the shipper will be rejected unless prior arrangements have been approved. Prohibited items identified elsewhere in this document cannot be shipped to site.
To ensure proper handling of shipments and prevent them from being rejected, a ticket must be opened notifying DataBridge Sites of incoming shipments prior to their arrival, including carrier and tracking information, and advising staff if the shipment is excessively large or heavy, i.e. requiring team lift or equipment to move it. Packages should be addressed to the customer business name as registered in DataBridge Sites systems, not just to DataBridge Sites, and should be sent to the attention of an authorized contact on the customer account and reference the ticket opened to accept the package if possible.
DataBridge Sites staff will label the shipment with the ticket number and contact the customer when a shipment is received, and if requested perform smart hands service to install the equipment. Otherwise, shipments will be placed into storage. Customers should plan to retrieve their equipment from storage within two weeks, or update the ticket requesting alternate storage arrangements. Alternate storage arrangements must have an agreed-upon retrieval date. Any shipment left in storage for longer than four weeks without approved alternate arrangements to store it for a longer period may incur storage charges or be returned to sender at the customer’s expense.
Customer equipment can be shipped outbound from the datacenter as a smart hands service, i.e. returning a failed piece of hardware to the vendor for RMA. Suitable packaging material and the cost of shipping, including insurance and any required customs forms and fees for international shipments are the customer’s responsibility. If packaging material is not provided, smart hands service can be requested to take small equipment to a local carrier store (e.g. UPS or Fedex store) for packaging and shipment, but all packaging and shipment costs including insurance, customs, and other fees are the customer’s responsibility, and DataBridge Sites staff are not liable for damage to equipment during transit between the datacenter and the shipper location. Large, bulky, or heavy items are not eligible for this service.
Smart Hands services
Smart Hands is intended for performing simple tasks at remote customer direction. They must be requested via a ticket opened by an authorized contact, and may be billable by the quarter hour (15 minute) increment per the terms of your customer agreement. These are typically tasks such as:
- Visual verification that equipment is powered on
- Power cycling equipment as a troubleshooting step
- Verifying cabling
- Re-seating or replacing failed components such as power supplies, optics, hard drives, memory
- Connecting to local console or display to pull basic information about the status of a piece of equipment
Tasks that exceed this level may be supported depending on the skill and knowledge of the technician on duty, but the technician has the right to decline requested work if they are not comfortable performing it. DataBridge Sites makes every effort to ensure proper care and detail when performing requested tasks, but Smart Hands technicians are not liable for outages or damage caused by inadequate instructions. DataBridge Sites strongly recommends that equipment in the customer area be clearly labeled, and requires the customer to provide written, step-by-step instructions in the ticket, including vendor documentation for the process as well as specific information regarding the exact location of the component(s) involved.
Loading Dock Access
Access to the loading dock requires an approved and active badge. Loading docks may only be used during business hours. Outside of these hours all items must pass through the front door, with no exceptions. DataBridge Sites staff shall escort customers at the loading dock for the duration of the visit, and we reserve the right to inspect items that are coming into or going out of the loading dock area. We request that customers requiring loading dock access provide DataBridge Sites 24 hours advanced notice, via the ticketing system, prior to their arrival to allow DataBridge Sites to arrange appropriate resources.
Customers should be aware that our loading dock is a standard 48″ (4′ or 120cm) height, with a ramp that allows for a few inches of height difference below this, and can be raised to accommodate higher decks. Most commercial box trucks are fine, but rental trucks intended for residential moving use (especially U-Haul), as well as pickup trucks and vans typically have much lower deck heights intended to ease loading and unloading without a dock, and usually will not work with a hand truck or pallet jack to load or unload your equipment due to the extreme angle of the loading dock’s ramp.
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