New Infrastructure Systems

       This article contains the processes for New Infrastructure Systems.  The information contained within this document applies to sites that range from newly acquired sites to established sites.  These sites may range in size from small sites (0-300 PCs), medium (301-500 PCs), or Large (501-1000 PCs up).


Refer to this article if:

• Your site is currently not on the planed, namespace, and you plan to install your company workstations or servers. (That entire process is described here.)
• You need to perform a subset of a new infrastructure deployment, such as:
      • Installing a new subnet for a site
      • Setting up DHCP at a site
      • Setting up DNS at a site
      • Installing Organizational Unit (OU) structure at a site
      • Setting up AD (Sites and Services ) for a site
      • Installing an AD Domain Controller at a site
      • Installing a software management services server at a site

Site Services Definitions:  Subnets, DNS, DHCP, OU’s
Subnet Design
The network team, who makes updates to the router for all sites should plan/design as is required for the following:

• IP readdressing
• Subnet mask

Note:  This design is to plan minimum of 15 weeks before the infrastructure needs to be in place (your scheduled IP readdress date, or server/desktop deployment date). 

New sites
For those deploying newly acquired sites, the following steps will be required:

• Design new IP Addresses
• Design DNS Entries
• Subnet Design
• Work on site design
• Procure hardware and installation – Routers, rack, servers, space, power requirements

Procure Hardware
       Determine Hardware Requirement Determine your site’s hardware requirements and place your order 15 weeks prior to Day 1 of deployments. Depending on your location and procurement processes, it can take anywhere between 2 weeks and 4 months to receive your hardware.

Server Builds
       The individual server teams can be taked control to finish the process, which takes 5-7 work days for each server.) for example

• AD Server and DC Promo – DCs need 5-7 work days (assumes already racked, and turned  on “burning in the HW” for a  minimum of 48 hours, and ready to begin DC Promo by day 1) for servers to be built.  After building out the AD Server and promoting the DC, set up the trust between CT and the resource domain. 
• Software Management Services Server - SMS needs 5-7 work days (assumes already racked, built to Brand and turned on “burning in the HW” for a minimum of 48 hrs by day 1).  Do not plan on deploying workstations until a minimum of 10 work days after the SMS server is complete to avoid workstation deployment delay. The SMS and Exchange servers must wait for the DC server to be completed.  Exchange is also dependent on SMS being available. 
• DHCP/DNS Build (Create/Delegate DHCP Scope) – NS Servers need 5-7 work days for completion. 
• Exchange Server - The Active Directory and SAN storage? will need to be in place prior to server installation. Mailboxes can be migrated as soon as servers and storage are in place.  Note that if Exchange will be at the site, then a DC must be at the site as well.
• Print Server -  Build up to brand 8 weeks prior to PC Deployment

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Data Center Fire Sprinkler System

       This standard operating procedure template provides guidelines for Data Center Fire Sprinkler System, operating, inspecting, and maintaining the fire sprinkler system at your site(s). This will be achieved by a workforce including, but not limited to, contractors, vendor partners and employees who consistently apply safe work practices. Safe work practices, including emergency procedures in the event of disasters, support Operational Excellence. A safe and secure environment helps ensure the health and well being of all individuals (including workforce and visitors) as well as minimizes the impact of incidents that could affect business operations.

      To mitigate potential and preventable impacts to data center operations that could be caused by a fire going undetected through the application of industry standards and current best practices with the goal of ensuring 100% operability and reliability when called upon for service.

      Workforce members should assist each other in following the guidelines.

Input(s)

• The Facilities Team is responsible for maintaining an operational fire sprinkler system.
• See contact list for appropriate contacts.
• Any use of chemicals, cleaner, lubricants, etc. in support of data center operations requires a material safety data sheet be submitted and approved by the data center operations manager prior to being brought onto the site.
• The workforce is responsible for proper housekeeping practices, including the storage of tools and equipment during and after the work, cleanup, and waste disposal.
• All tools and equipment must be stored in a pre-approved area, or removed from the work site.
• All regulatory and company safe work practices must be followed where applicable, including but not limited to personal protective equipment, safety barriers lockout/tagout, and confined space entry.
• Any member of the workforce may stop any work in progress due to unsafe work methods, conditions causing the area to be unsafe, emergency, or for any other data center operational necessity. All unsafe work methods will be reported to the data center operations manager who will investigate the situation and take corrective action.
• Depending on organizational capability to perform the required work and/or maintenance, it may be necessary to contract with a qualified third party for some or all of the work described below. Note that many authorities having jurisdiction require that a licensed fire protection contractor perform at least some of the work on these systems.  For instance, sprinkler head inspections are typically done by facility staff, while the replacement of a pre-action valve is typically done by a licensed contractor. These requirements shall be verified for each site prior to implementing this standard operating procedure.

System Description
—Include Site System Information Here

• The fire sprinkler system consists of a fire alarm panel, pump panel, pumps, piping, valves, and sprinkler heads.
• Location—Indicate where the system is installed to include the risers, pumps, fire alarm panel, and other system components. Indicate if the system is installed under the raised floor, above the dropped ceiling or only at the rack level as applicable.
• Specifically describe the operation of the pump panel.  Define how to run the pumps at no flow, minimum flow, rated flow, and peak flow conditions.
• Indicate if the use of passwords is required.
• Indicate the location of the Operations and Maintenance manuals for further reference.
• Reference the Fire Alarm Panel and Detection standard operating procedure for the following:
   • Detection sequence leading to alarm and discharge
   • How an alarm or fault is indicated both at the panel and at the horns and strobes for normal, alarm and fault conditions.
   • Fire panel buttons, menus and diagnostic testing.
   • Silencing alarms, clearing/resetting the system.
   • Alarm notification sequence and expected response times. 

Outputs
       Data center manager shall ensure that a logbook is kept up to date with all inspection results and required actions.

Metrics

• Fire sprinkler system remains 100% available.
• No false alarms.

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Data Center Access Policy and Guidelines

       This procedure provides Data Center Access Policy and Guidelines for the process of providing short term (visitor) and long term data center access. This will be achieved by a workforce (i.e. anyone conducting work including, but not limited to contractors, vendor partners, employees, etc.) who consistently apply safe work practices, including emergency procedures in the event of disasters, to meet your business needs.  A safe and secure environment will help to assure the health and well being of all individuals (including workforce and visitors) as well as minimize the impact of incidents that could affect business operations. 
      To mitigate potential and preventable impacts to facilities IT equipment caused  by unauthorized data center access through the application of industry standards, governmental regulations and current best practices with the goal of ensuring 100% operability and reliability when called upon for service.
 
       Workforce members should assist each other in following the guidelines.

Input(s)

• The Data Center Facilities Team Lead is responsible to ensure that all IT personnel adhere to the policy of applying for data center access.
• See contact list for appropriate contacts.
• Any member of the workforce may STOP any WORK in progress due to unsafe work methods, conditions causing the area to be unsafe, emergency, or for any other Data Center operational necessity.  All unsafe work methods will be reported to the Data Center Operations Team Lead who will investigate the situation and take corrective action

Physical Security

• Physical access to all computer rooms must be tightly controlled.  Doors must be locked at all times with only authorized personnel having access.
    - All employees, contractors, and visitors on company premises must wear identification tags at all times.
    - All visitors and vendors MUST be approved by the Data Center Facilities authorized approvers, visitor access added to their smart card (visitor card), and must be escorted while in the data center.  - Authorized personnel must not allow unknown or unauthorized individuals into restricted areas.  Unauthorized or unknown personnel not accompanied by authorized personnel, particularly in computer areas, must be challenged (in a tactful manner).  Personnel without a valid reason for being in the computer room must be escorted out of the computer room immediately and Security must be contacted.
    - Security in the Data Centers is the responsibility of the Data Center Facilities Team Lead.  The Data Center Facilities Team Lead will manage security by:
          ** Daily reviews and processing of your facilities Data Center Access
          ** Weekly reviews - Door Checks
          ** Quarterly review of all individuals with Data Center Access
          ** Yearly Documentation and Review

Outputs
        Data Center Facilities Team Lead shall ensure that records and documentation is kept with all checklist results, door checks and required maintenance actions.


Metrics
       Check list results are maintained and available at all times.


Contacts

• Data Center Facilities Team Lead – xxx who will be assigned
• Data Center Facilities Coordinator – xxx who will be assinged
• Emergency Back Up – xxx who will be assigned

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Best Practices of RAISED FLOOR

       The purpose of this article is to provide a basis of "Best Practices of RAISED FLOOR" for data center management and infrastructure. This can be applied to your data center. Insuring that the raised floor is structurally sound, well grounded and maintained in a proper manner contributes not only to the overall reliability of the data center; but, to safety as well.

Design
      The following should be considered and implemented in the design of the data center raised floor.

• The raised floor grid should be grounded to the ground reference (meaning earth ground).
• Use "white space" to spread out the equipment and prevent hot spots
• A floor tile layout grid marked either on the walls or the tiles themselves will provide an easy reference to any equipment location. This grid layout can also be indicated on any columns
• Any sub-floor infrastructure (valves, electrical panels, etc.) should be noted with signage. The same applies to any infrastructure in the ceiling that cannot be seen
• Fiber cabling runs in the raised floor should be protected in either metal cable raceways or by some other  protection method
• Servers should be elevated off of the floor so that air intakes do not become clogged with dust and dirt
• In areas where earthquakes are prevalent, earthquake restraints should be installed on all equipment, storage cabinets and shelving
• In earthquake prone areas, equipment should be installed on the Iso-Base product.
• All equipment racks should be equipped with a power distribution unit. The use of power strips to connect to electrical circuits is viewed as a safety hazard.

Operations
      The following should be considered and implemented in the operations of the data center raised floor.

• A proactive maintenance program is critical to long-term effectiveness of any program designed for system availability.
• A data center audit should be conducted on a regular basis by an outside, impartial firm
• The raised floor and pedestals should be checked on a regular basis for leveling and fit. Warped, protruding or badly fitting tiles should be replaced.
• The sub-floor are should be cleaned with a vacuum on a regular basis in order to prevent debris from being blown into the equipment racks.
• Tiles that have galvanized, non-painted surfaces on the bottom of the tiles should be checked for zinc whiskers.  The zinc in galvanized tiles will come off in 2-micron whiskers. These may be blown into the equipment racks.
• Unused data cables should be removed from the sub-floor. This is a NFPA code requirement.
• Marking tiles or using contrasting color tiles to indicate where equipment can be installed versus reserved space for infrastructure or white space alleviates layout confusion
• Use yellow hazard tape on the tiles to guide foot traffic away from critical or non workspace areas
• Raised flooring that has electroplated passivated sheet metal bottoms with wood cores is subject to zinc whiskers. These are approximately 2 microns thick, and can be blown into equipment. Inspect the bottoms of the tiles with a flashlight at an oblique angle. If the surface twinkles, zinc whiskers are present.
• At no time should wire spools with excess wire or cable be left under the floor. These contribute to poor air distribution
• Equipment should be unpacked outside the data center to reduce the amount of debris and dirt circulating in the space
• Storage of cardboard boxes in the data center should not be permitted. Doing so is a fire hazard and contributes to the amount of dust and fiber circulated into the equipment.
• No food or drink should be allowed in the data centers at any time.

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Infrastructure Equipment

       The purpose of this article is to provide a basis of "Best Practices of Infrastructure Equipment" for data center management and infrastructure. Local business reasons, local governmental code or other circumstances may mitigate the implementation of these best practices.


       It should be understood that the implementation of "Best Practices of Infrastructure Equipment" may require long term processes to be implemented, capital or expense funding and that the corrective actions will be ongoing. No work activities can be performed that have the potential to impact services without the prior approval of the appropriate management personnel.

• Crankcase vapor recover systems on the diesel generators help keep the fins clean and heat transfer efficient
• Fuel filters on the diesel generators should have water detection sensors installed
• Having multiple fuel and oil filters with bypass valving on the diesel generators allows filter replacement while the generators are running
• Re-circulation dampers reduce CFM air flow during cold weather
• The installation of an insulating jacket of the diesel generator exhaust pipes will help to reduce ambient temperatures inside enclosed engine rooms
• Compressed air should be piped directly to the diesel generator locations, with the proper quick connect fittings, to provide easy connection points for impact tools
• The use of aircraft type of hose (metal braided exterior) vs. the rubber hoses on diesel generators will provide lengthened hose life
• Diesel generator crankcase heaters should have cutoff valves installed for easy hose replacement
• Pre-filled oil filter cartridges and an electric lube oil transfer pump can reduce downtime for an oil change
• Engine start batteries should have clear plastic covers installed to prevent accidents
• Permanently installed load banks will allow UPS systems and generators to be tested on a regular basis. Both UPS systems and generators should be tested on a monthly basis
• A log sheet for recording UPS maintenance should be readily available, and preferably attached to the main UPS panels
• All circuit breakers should be marked with a color coded schema to indicate whether they are normally open or closed
• Main UPS and switch gear circuit breakers should be protected from accidental operation
• Spare fuses should be stocked near the points where they are used
• Environmental equipment systems labeling should be thorough, consistent and clear
• Acid absorbent materials should be installed below UPS batteries
• The installation of a permanent chain host in the UPS battery room will facilitate battery replacement and reduce the chance of personnel injury
• Individual cell equalizers installed on the UPS batteries will ensure that each cell gets the exact charging voltage required for optimal battery performance
• The use of a battery watering cart, complete with a bulk supply of de-ionized water and a small pump, will reduce the time required for topping off batteries
• If battery lugs have multiple bolt holes, multiple bolts should be used to prevent constraint of current flow
• Eye wash stations in the battery rooms should be interconnected to the alarm system, with appropriate organizations notified when the station is used
• All piping should be numbered, color coded and flow direction noted
• External connection points on the chilled water piping would allow the use of truck mounted chiller units in case of emergency
• Breathing apparatus should be located in the proper area for the number of personnel assigned to the area
• The condenser and cooling tower water control valves should have a manual override with a valve position indicator clearly marked
• Cooling tower sump water should be checked on a daily basis for clearness. The use of a portable sand filter for the cooling towers is advantageous
• An active biocide program should be initiated to prevent growth in the condensate drains for the CRAHs
• Spill containment equipment and programs should be instituted in all spaces
• Having an abnormal operating configurations or conditions posted on a status board available to all shifts will allow each shift to immediately be informed about any conditions
• Each door exiting the equipment plants should have a telephone, flashlight, fire extinguisher and emergency procedures
• Lockout and tag out tools are clearly labeled and stored in such a manner that any missing tool is apparent
• Spare parts cabinets should be well stocked. Parts inventory sheets direct mechanics and engineers to the appropriate spares quickly
• Fire stopping between spaces is consistent and well done
• Fire detection heads should be on flexible conduit for easy relocation
• Cooling condenser coils should be kept clean. A regular maintenance program should exist on the coils. Dirty coils reduce capacity
• Cooling tower piping should be protected against freezing on cold days

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Best Practices Data Center Safety

       The purpose of this article is to provide a basis of "Best Practices Data Center Safety" for data center management and infrastructure. Local business reasons, local governmental code or other circumstances may mitigate the implementation of Data Center Electrical. This can be applied to your business.


General development for good Back-protection habits:

• Exercise regularly for strong, flexible muscles
• Avoid or control stress
• Do not overestimate your own strength
• Walk, do not run, to prevent slips and falls
• Sleep on a firm mattress, either on your side with your knees bent or on your back with your knees elevated

Seek Alternatives to lifting:

• Use equipment: hoists, hand trucks or dollies, rather that lifting when possible
• Push, do not pull, loaded trucks or dollies
• Break a large load into several small ones
• Get a helper to lift heavy or awkward objects
• Plan jobs and work areas to minimize the need to move tools and materials

Before you lift:

• Plan straightest, fastest and clearest route to your destination
• Look for places to stop and rest along the way
• Remove any objects you may trip over before starting to move the object
• Try to have a waist high surface for loading
• Make sure the area where you will unload is clear
• Check the object you will be carrying for rough or jagged edges or slippery surfaces
• Lift properly, a corner of the object to check weight and stability
• Wear gloves with good grip, safety shoes with reinforced toes and nonskid soles, and clothing that fits snugly (may just want to limit this to gloves but to be aware of the others as a risk possibility)
• Warm up with gentle bends and stretches

Lift correctly:

• Stand close to load, with feet firmly on the floor, about shoulder width apart, with toes pointing in an outward position
• Squat down close to the load with back straight, knees bent, stomach muscles tight
• Place hands on the diagonally opposite corner of the load so one hand pulls the load toward you and the other hand lifts
• Grip load firmly with both hands, not just the fingers
• Bring the load as close as possible to your body, with weight centered over you feet, lock arms and elbows into side and chin into neck
• Stand up slowly, keep your back straight and let your legs do the lifting
• Move forward with small steps with the load close to the body and not above waist high
• Change direction by moving feet not by twisting

Unload properly:

• Lower body slowly, with knees bent so legs do the work
• Position hands so fingers will not be caught under the load
• Place load on edge of surface and slide it back
• Fire suppression systems should be tested twice yearly at a minimum for proper operation. Local codes may require more frequent testing.
• Fire extinguishers should be checked monthly for proper certification and levels.
• No equipment may be moved without data center management permission.
• Workstation areas (tables, desks, etc) that are used on more than an intermittent basis should comply with CITC ergonomic standards.
• No data cables should be run across aisle ways, including extension cables or power cables.
• Alarm procedures should be reviewed on an annual basis for compliance with local and national codes; and, adherence to your business safety policies.
• The location of all fire extinguishers should be clearly marked
• The location of all safety equipment should be clearly marked
• The location and operation of all EPO's, fire suppression and alarm switches should be clearly marked
• Each telephone in the data center should have an up to date contact list and emergency procedures listing attached nearby
• Each door exiting the data center should have a telephone, flashlight, floor puller, fire extinguisher and emergency procedures
• Each major piece of infrastructure equipment (PDU/CPC,  air handlers) should have an emergency contact number attached to it
• Fire stopping between spaces is consistent and well done
• Fire detection heads are on flexible conduit for easy relocation
• The following activities have been restricted from inside the Data Center, except as specifically authorized by the your IT manager

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Best Practices Data Center Electrical

      The purpose of this article is to provide a basis of "Best Practices Data Center Electrical" for data center management and infrastructure. Local business reasons, local governmental code or other circumstances may mitigate the implementation of Data Center Electrical.
       It should be understood that the implementation of best practices Data Center Electrical may require long term processes to be implemented, capital or expense funding and that the corrective actions will be ongoing.

• Two electricians should be required for all “hot” electrical work.
• Infrared inspections of all PDU/CPCs should be performed yearly. Circuits that indicate readings 10 – 20% more than the norm should be noted and investigated.
• Unused circuits should be turned off at the PDU/CPCs.
• All PDU/CPCs should have a ground strap connected to the raised floor or ground.
  •Harmonic distortion, both voltage and current, measurements should be performed yearly or when substantial amounts of new equipment are installed; or major changes in the data center occur.
• The signal reference grid should be checked for integrity and measured ground resistance on a yearly basis.
• The proper labeling of PDU/CPC circuit breakers and circuits should be checked on a yearly basis. Panel schedules should be updated immediately when circuits are added or de-installed
• Loads on PDU/CPCs should be evenly distributed across the phases in order to reduce harmonics.
• An independent ground wire, should be run with each circuit. Circuits should never share ground wires.
• An independent neutral wire should be run with each circuit. Circuits should never share neutrals. The sizing of the neutral conductor depends on the load and the harmonics present.
• Watertight receptacles should be used beneath the sub-floor if chilled water air handlers are installed in the space.
• Use of 'pin and sleeve' receptacles should be used. If not available, or used, twist-lock receptacles should be raised off the floor by approximately 1 5/8".
• Branch circuits should be designed with the following factors: 1200 VA on 15 Amp, 120 Volt circuits; 1800 VA on 20 Amp, 120 Volt circuits and 3600 VA on 30 Amp, 120 Volt circuits. The minimum conduit size should be 1/2". Individual neutral and ground conductor in each computer receptacle branch circuit with a 3% maximum voltage drop at the furthest outlet in branch circuits and a 5% maximum voltage drop from the main power source to the load.
• The grounding scheme design should provide equal ground potential for all metal supports, equipment enclosures, racks, raceways and raised floor.
• The IEEE Emerald Book should be the standard for grounding all facilities (signal reference grid).
• Unused Seal-Tight circuits should be removed from the sub-floor. This is NFPA code requirement; and, it helps to insure PDU/CPC panel schedules are kept current. Additionally, unused circuits impede proper airflow.
• When using standard 110VAC NEMA 5 plugs, tie wrap the plugs to the receptacles to insure that the plugs do not come loose. Some locations may choose not to allow these circuits under the floor in order to prevent unauthorized personnel from utilizing those circuits.
• All circuit breakers should be marked with a color coded schema to indicate whether they are normally open or closed. This includes PDU/CPC mains and branch circuits.
• Manual EPO switches should be setup as a multiple step device and protected with a cover. If the cover is lifted, an alarm is sounded indicating imminent activation. The EPO switch should have a back-lit and a printed warning attached. The location and layout of the EPO switches should be consistent for each location in order to reduce confusion. Note, check with the manufacturer of the EPO system and relevant UL & NRTL code before any modifications to the EPO system.
• UPS power in the data center will only be used for computer and communications equipment. At no time will the UPS power be used for test, construction, personal and janitorial equipment
• At no time will a IT workforce member operate a PDU or main circuit breaker without consulting office management personnel.

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Best practices Data Center Temperature

     The purpose of this article is to provide a basis of "Best practices Data Center Temperature" for data center management and infrastructure. Local business reasons, local governmental code or other circumstances may mitigate the implementation of these best practices.

Air Conditioning & Cooling (Air Handlers, CRAH or FCU units)

• Air handers should be equipped with filters. These filters should be checked weekly and changed as needed. Pleated filters should be equipped with pre-filters.
• The relative humidity should be set in the 55 – 60% RH range.
• Air handlers should be equipped with output thermostats. These thermostats should be tied into a master monitored console with trip point setup to activate an alarm.
• Air handlers should not be installed back to back. The resulting vortex effect on the discharge may actually reduce flow.
• Air handlers should not be located close to high heat load equipment. The static pressure in front of the air handlers is actually very low due to the high velocity of the air handler's discharge. The low static pressure may cause hot air above the raised floor to be sucked into the sub-floor. This problem may be pronounced with high-static-output air handlers.
• Air hander placement and the number of air handlers should be such that if any one air handler fails, the remaining units will provide sufficient pressure and flow to cool the equipment.
• The room's humidity and cooling should be checked on a semi-annual basis with independent measuring equipment for data centers that do not experience a high rate of change. For those data centers that experience constant change, this time frame should shrink.
• Any sub-floor impediments to proper airflow should be reviewed. Old cabling should be removed, and large cable bundles should be spread out.
• Air handlers should be checked on a regular basis for proper operation and unit performance. Sensors should be check against independent measurement devices.
• Spot temperature and relative humidity measurements should be made on a regular basis with calibrated independent instruments.
• The height of the raised floor contributes to adequate airflow. This coupled with the static output pressure from the air handlers will determine where physical hot spots may arise in the data center. With a two foot raised floor, under ideal conditions, a typical air handler will have enough static pressure for normal flow at 30 feet.
• The residual chilled water piping stubs that remain after de-installation of air handlers should be removed.
• The design of the equipment racks will contribute to adequate airflow. For racks that contain high heat loads, fully perforated front doors, or no doors, are preferential.
• Air handlers should be checked for excessive dehumidification caused by low coil temperatures. Excessive dehumidification will cause corrosion in the fan coil units. This can readily be checked if the coil units are wet
• Condensate drains under the air handlers should not drain into open floor drains
• Water piping for the humidifiers should be supported so that unintentional breakage of the lines do not occur
• The discharge area of the air handers should be kept clean so that dust, dirt and debris are not blown into equipment intakes
• An active biocide program should be initiated to prevent growth in the condensate drains for the CRAHs

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Server Backup SLA example

What this will do for your business, Server Backup:

• Safeguards your data. 
• Meets corporate compliance requirements, ensures that your data is compliant with Policy as it relates to data protection. 
• Provides offsite retention for backed up data in case of Disaster Recovery (including a complete site failure or an individual server failure). 
• Recovers individual files or data bases in the event that data becomes corrupted (see also Server Restore). 
• Standardized infrastructure allows recovery of data at any Server Backup supported site.

      The Server Backup Product offers different levels of backup and offsite storage to meet the customer’s business data requirements. Server Backup offers different levels of service.  In order to achieve the service expected by the clients, and their users, Server Backup will enter in to a Service Level Agreement (SLA) for each service.

SLA-Coverage

SLA Category	Daily Full Backups
Successful Backup Target1	100%
Backup Schedule	Full backups2 done daily
Tape Offsite Frequency	Daily (next business day after backup completion)
Successful Restore Target1	100%
Backup Retained	60 days after being created
Data Integrity Target1 – as related to tape media	100% accuracy
Backup Server Availability Monitoring	Included
Routine Infrastructure Management	Included
Release Management	Included
Initial Client Server Set Up and Configuration	Included
Tape transportation fees for recoveries	Time & Materials
Data recoveries	Time & Materials
Audit IP Compliance Responsibility	Server Backup

SLA Category	Monthly Full Backups
Successful Backup Target1	100%
Backup Schedule	Full backups1 done once a month, differential backup1 done mid-month with daily incremental backups1 on the days when the full and differential backups do not run.
Tape Offsite Frequency	Monthly
Successful Restore Target1	100%
Backup Retained	90 days after being created
Data Integrity Target1 - as related to tape media	100% accuracy
Backup Server Availability Monitoring	Included
Routine Infrastructure Management	Included
Release Management	Included
Initial Client Server Set Up and Configuration	Included
Tape transportation fees for recoveries	Time & Materials
Data recoveries	Time & Materials
Audit IP Compliance Responsibility	Server Backup

Terms and Conditions

Products Responsibilities

   a. The backup server will reside in a physically secure data center.

   b. Server Backup will ensure that the backup infrastructure complies with Information Protection Standards. 

   c. Server Backup will ensure that all backup servers comply with ITC infrastructure hardware and software standards. 

   d. Server Backup will perform due diligence to ensure that all Backup servers have adequate virus protection.

   e. Server Backup will ensure the tape media is stored in a physically secure environment whether onsite or offsite, as well as during transportation. 1

   f. Server Backup will maintain an inventory of backup media to allow timely backup/restoration of financial information and reviewed on a regular basis for accuracy. 1 

   g. Because many of the components of the computing infrastructure are not controlled by Server Backup, uptime of the backup infrastructure cannot be guaranteed.  Server Backup therefore only guarantees the uptime for the backup servers (see item f above). 

   h. Server Backup will provide the Legato NetWorker Client server-related licenses. (Or any other tools)

   i. Server Backup will ensure that new upgrades of backup software have been fully tested in the lab environment before being rolled out into the production environment.

   j. Server Backup will test new releases and submit to Release Management for packaging of new Windows based Legato NetWorker software.  It is Release Management’s responsibility to notify customers when the new versions are available.  For new versions of UNIX based Legato NetWorker software, Server Backup will test and make it available in a shared folder.  Server Backup will notify customers via email of the availability of the new software.  

   k. Server Backup will use its discretion in scheduling backups to normally occur between (6PM to 6AM)2 local time. Server Backup is not required to notify customers when their systems will be backed up outside of the normal backup window unless requested by the customer. 

   l. Server Backup may run make up backup jobs during business hours to attempt to meet the 100% backup target unless specifically requested by the customer not to do this.

   m. Server Backup provides a basic set of backup completion and usage reports 

   n. Client servers using an inordinate amount of resources will be asked to pay extra for the resources or move to a dedicated/customized backup environment.

   o. Server Backup does not guarantee that files which are open during the backup process will actually be backed up.  The exception to this is the normally open Windows System Files.

   p. Server Backup will work with the customer upon customer request to test the data restore process  to validate that critical financial information can be timely restored when needed. 

Customers Responsibilities

  a. All client servers that request backups must comply with Server Backup conditions for using the backup service. (Refer to Criteria for Backup Service)  Additionally, changes to the client servers which impact their compliance with the required criteria for backups could void the SLA. If the SLA is voided all effort necessary to complete backup and recovery services will be billed on a time and materials basis to the customer.

  b. All customers are responsible for keeping the Legato NetWorker Client software current, including the OS versions (Refer to Criteria for Backup Service). 

  c. Customer is responsible for ensuring that the backup services are running on the machine.

  d. All customers are responsible for coordinating testing backup & recovery services for their servers when major upgrades occur.  Unless testing is done we cannot guarantee recoverability of the server or the success of backups.

   e. Customer is responsible to ensure that there are adequate client server resources available when restores are requested.  This means including adequate disk space as well as ensuring that the machine meets the criteria for backups.  (Refer to Criteria for Backup Service)

   f. Customers will provide a designated customer contact/support person. Customer contact information includes name, phone number and page (if available).  Customer will also provide billing information for the service as specified in the SOW.  Customer is required to maintain the accuracy of this information.  

   g. Customers will notify Server Backup of any proposed changes in workload or resource requirements that may affect the system’s resource capacity. For example, additional requirements for disk capacity.

   h. Customers will request subscription, changes, adds and deletes through AppHost.

   i. Customer is responsible for notifying Server Backup whenever their server will be unavailable for backups for an extended period of time (for more than 1 day). Customer is responsible for notifying the DIG team when the server is online and ready for backups to resume.

   j. Customers will provide Server Backup with two weeks notice if system availability is impacted during the backup window. Server Backup will reschedule the backups, based on business/Server Backup requirements.

   k. Customer is responsible for subscribing to change management process if they wish to be notified when the backup server is not available.

   l. Customers will be aware that recoveries are charged on a time and materials basis.

   m. Customers will participate in the recovery process by ensuring their application will run once the data has been recovered.

   n. Customer is responsible to work with Server Backup to test backups when backup service is initiated.  If possible, customer will work with Server Backup to test a restore when backup services are initiated.2

   o. Customers will periodically review (at least annually) their backup subscription level to ensure that their changing business requirements are met.

Service Level Exceptions

   a) In the event of a site disaster, Business Continuity Planning (BCP) processes takes precedence over normal backup services. 

   b) Additionally, backups may be rescheduled to free up backup infrastructure resources in order to perform required restores.  

   c) In the event of a major problem with a backup server, backup services cannot be provided while the backup server is being repaired.  This means that missed backup jobs will not be rescheduled if the repair takes more than a day.

   d) If critical data needs to be restored while a backup server is down because of unscheduled outage, it is possible to restore the data using a different backup server.  However, the process for doing this takes longer for performing this restore and requires customer approval. Criteria for Backup Service

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