Q-D1. Ark Continuity Limited Data Centre Service Definition
March 2013
Copyright © 2013 Ark Continuity Limited. All rights reserved.
The information contained in this document represents the current view of Ark Continuity on the issue discussed as of the date of publication. Because Ark Continuity must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Ark Continuity, and Ark Continuity cannot guarantee the accuracy of any information presented after the date of publication.
Ark Continuity may have patents, patent applications, trademark, copyright or other intellectual property rights covering the subject matter of this document. Except as expressly provided in any written licence agreement from Ark Continuity, the furnishing of this document does not give you any licence to these patents, trademarks, copyrights or other intellectual property.
Ark, Ark Continuity, ArkNet, Cody Park and Spring Park are trading styles of Ark Continuity Limited, registered in England and
Wales number 05656968.
Registered and Head office: Hartham Park, Corsham, Wiltshire, SN13 0RP

Company Confidential
Data Centre Service Definition
1.
Introduction ...................................................................................................................................... 1
2.
Service Levels .................................................................................................................................. 1
3.
Physical configuration ...................................................................................................................... 3
4.
Pricing Structure .............................................................................................................................. 4
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Ark Continuity Limited (Ark) is able to provide data centre services from its two sites at Spring
Park, Corsham, Wiltshire and Cod y Park Farnborough, Hampshire. Arks’ purpose designed and state of the art data centres offer scalability, ranging from a single aisle to a discrete dedicated data centre module.
Accredited to BS 25999, Ark use rigorous engineering and leading technology combined with modular, predictable and scalable infrastructures to deliver choice of resilience, power density and energy configurations to meet occupiers’ requirements.
Ark delivers comprehensive risk based, multi-layered, security regimes accredited to ISO
27001 and JSP (440) Controls. These include 24 x 7 guarding, monitoring and management from onsite command centres.
Ark, accredited to ISO 14001, deliver sustainability from the ground up; from design, build, energy sources, use and waste, to operations and end of life, Ark actively seeks to minimise the impact to the environment whilst promoting social responsibility and delivering the best economic outcome. The administration building incorporates security, technical offices and a command centre together with a goods loading area providing secure goods receiving, quarantine and staging facilities
2.1 Power Supply Service Level
2.1.1 The power to the Aisle PDU shall be available 24x7x365 (366 in a year that includes
29 February). The power shall be monitored on a continual basis over the month.
2.1.2 The target availability for the power to each Aisle Tap-Off Point through either the A or
B power supply is 100% (“ Power Supply Availability ”).
2.1.3 Power Supply Availability shall be measured by Ark’s intelligent monitoring system up to the Aisle Tap-Off Point.
2.2
2.1.4 The Service Level measure is the minutes per month where the power is not available from either the A or B power supply from the Aisle Tap-Off Point.
Temperature Service Level
2.2.1 The temperature within eac h Cold Aisle adjoining and serving the Customer’s Rack
Areas shall at all times be maintained between 17 °C and 28°C (“ Minimum
Temperature Levels ”).
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2.2.2 The temperature shall be monitored on a continual basis over the month and shall be the average across all the sensors within the cold Aisle.
2.2.3 The target range for the temperature of the Aisle shall be maintained between 17 °C and 28 °C for 100% of the time during the month (“ Target Temperature ”).
2.2.4 The temperature within each relevant Cold Aisle shall be measured by Ark’s intelligent monitoring system including, without limitation, the Air Handling Units
(“ AHU ”).
2.2.5 This Service Level measure is the minutes per month where the temperature is not within the Target Temperature.
2.2.6 Service Credits will not apply where Ark is able to demonstrate that the Customer has caused an imbalance through the deployment or usage of a high concentration of heat load in the Aisle or of Racks or Customer Equipment that do not permit sufficient flow of cool air from the Cold Aisle through the Rack Areas. The Customer will need to rebalance the Customer Equipment estate to ensure that the heat load is more evenly spread and/or airflow is restored before any Service Credits will apply.
2.3
2.4
Humidity Service Level
2.3.1 The humidity within each Cold Aisl e adjoining and serving the Customer’s Rack Areas shall at all times be maintained at between 20% and 8 0% (“ Minimum Humidity
Lev els”).
2.3.2 The humidity shall be monitored on a continual basis over the month and shall be the average across all the sensors in the cold Aisle.
2.3.3 The target range for the within each Cold Aisle adjoining and serving the Customer’s
Rack Areas shall be between 20% humidity and 80% humidity for 100% of the time during the month (“ Target Humidity ”).
2.3.4 The humidity shall be measured by Ark’s intelligent monitoring system and the AHU’s.
2.3.5 This Service Level measure is the minutes per month where the humidity is not within the Target Humidity.
Service Support
2.4.1 Target for Smart Hands to reply to service request is five (5) minutes.
2.4.2 Target for Smart Hands from service request to completion of requested action is thirty (30) minutes or such other time as is agreed at the time by the Parties and/or is reasonable in circumstances where the request is too substantial to be completed within a 30 minute period.
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2.4.3 Support desk to answer 95% support calls within one minute.
2.5
2.4.4 Log an incident or problem tickets and advise reference number within fifteen (15) minutes.
2.4.5 Track the incident or problem and provide status updates; confirming time of action taken within fifteen (15) minutes.
2.4.6 Notify the Customer of the closure of all incidents or problem tickets.
Access
2.5.1 Access to site and DataRoom available 24x7 every day of the year.
2.5.2 Ark will acknowledge any request made to access site under the provisions of the
ASPD within thirty (30) minutes of call being placed with confirmation/ acknowledgment of the compliance to access policies with access being approved or otherwise.
2.5.3 Ark shall track requests to access site being made, approved, taking place, and key times on site and access request being completed and closed. Customers shall be able to audit the schedule of access logs for entry into their data DataRoom and access authorisations.
Reporting 2.6
Ark will report monthly an audit trail for compliance; each report issued three (3) days prior to meeting.
3.1 The service will be provided in physical terms as aisles (each with a technical supply capacity of 109kW) in the Ark modular data centres at Spring Park and Cody Park referred to above.
Ark’s existing facilities are available for inspection by appointment.
3.2 Each aisle comprises space for 26 47U x 800mm x 1200 mm (HxWxD) Racks which are supplied and charged for separately according to customer requirements and permits power to be drawn up to a limit of 109kW.
3.3
3.4
The minimum order is therefore 109kW and above that supply can be ordered in increments of 109kW.
The minimum order of 109kW provides a single aisle in a multi-occupied room. Service can be ordered in 109kW increments each of which will provide a further single aisle in a multioccupied room
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3.5 There are seven aisles in each data room. An order of 760kW (or in multiples of 760kW) therefore provides a whole data room (or rooms as appropriate) with exclusive occupation at the lower rate specified below.
3.6 Ark’s data centres are modular in nature and the data centres at each location are being delivered as part of a rolling construction programme. Due to the nature of these datacentres they can be deployed rapidly to meet demand. Planning permission and funding are in place and therefore the standard delivery period for a whole new 4.5MW data centre (comprising six modules each of 760kW) is only circa 18 weeks,
3.7 Ark intends at all times to have capacity available for immediate occupation by potential customers but the service commencement date for an order cannot be determined until that order is placed (or about to be placed).
4.1 Orders are to be specified in terms of the electrical supply capacity required for the equipment to be housed plus the number and specification of the cabinets required for that order.
4.2 The pricing structure for such orders is set out in the table below
Order
Each 109kW order or increment of 109kW
Each 760kW order or increment of 760kW
Each 47U x 800mm x 1200 mm (HxWxD) Rack with Air-Lok kit installed, tap-off box and 2 x Standard Rack PDUs
Supply and fit Rack PDU upgrades
Rate
£162.50 per kilowatt per month
£125 per kilowatt per month
£1,950
Net cost of supply + 25%
4.3 The following additional pricing factors are included in Ark’s Supplier Terms that form part of the framework:
Smart Hands assistance
Power charges @ loads below 40% of capacity for the relevant aisle
Power charges @ loads below 40% of capacity for the relevant aisle
£100 per hour
Actual cost to Ark of power consumed multiplied by a factor of 1.45
Actual cost to Ark of power consumed multiplied by a factor of 1.35
4.4 Alternative cabinet pricing: the price of cabinets ordered can be amortised over the term of the order to which they relate and the rate per kW for that order adjusted upward accordingly.
Amortisation will be calculated on a straight line basis.
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4.5 Charges are subject to RPI indexation by reference to a March 2013 base.
4.6 Business rates and other normal property related outgoings for the space occupied are invoiced in addition to the services fees.
4.7 Prices exclude VAT.
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