SDSCDatacenterReferenceGuide

I.PURPOSE: Thepurposeofthisdocumentistoserveasreferencematerialforcampuspersonnelandcustomers participatingincolocationattheSanDiegoSupercomputerCenter.Revisionstothisdocumentwillbe madeasnecessarytomaintainitsaccuracy. II.TECHNICALSTANDARDS: SDSCDataCenterAttributes: 19,000sq.ft.ofspace 4Megawattsofcurrentdatacenterpower,withonsitecapacityof13Megawatts o 208Vdistributioncurrentlyavailable o 480Vavailable

EquipmentRacks: TherackstobeusedandprovidedintheSDSCdatacentersareAPCAR3100sintheWestDatacenterand Liebert/KnurrMiracel600mmwidth,1200mmdepth,42UracksintheEastDatacenter.Allracksare labeledfrontandrearatthetopwiththeirroomcoordinates.Therackswillincludeoverheadcable troughsandthermalcontainmentsystems. http://www.apc.com/resource/include/techspec_index.cfm?base_sku=AR3100 http://www.knuerr.com/web/zippdf/en/ITSpecialCatalog/ITSpecialCatalogMiracel.pdf Networking: ThedesignoftheSDSCcolocationnetworkfabricprovidesastable,flexibleinfrastructurethathashigh performanceandreliability.Allbackbonetrunkscurrentlyutilize10glinks,insomecasesusingmore thanonebondedtogetherforincreasedthroughput.TheLayer2/3ColofabricwillincludeJunipercore andAristaaggregationswitches.Thedesignwillsupportthousandsof1Gportsandhundredsof10g portswithhundredsofvlansavailable.Vlanswillconvenientlyallowavirtualspaceinthenetwork devotedtoacustomersIPaddressspace.Customersmayrequirelocaldataandmanagementvlans assignedtoacustomergoingtothesameordifferentracks.Thiswillallowseveraldifferentoptions dependinghowacustomerwantstousetheirrackspace. BelowistheagreeduponSDSCnetworkinfrastructuretosupportscalablecolocation:

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 Ataracklevel,therearethreestandardconnectivityoptions: Inrack48or24portJuniperEX4200switches: o Theswitchisrechargedtothecampusupfrontwithanannualmaintenancecost chargedformaintenanceandthedepreciationoftheupstreamfabric. o Hostsareconnectedtooneortwo1Gcopperportsortoa10Gbportonthe4200 switch. o UptotenEX4200switchessharetrunksbackintothefabricusingaredundant128Gb ringarchitecturethatallowalltenswitchestoactasoneswitchfromamanagement andperformanceperspective. 10Gblinksdirectlyintotheaggregationswitchfabric: o Forhigherbandwidthneedsorotherspecialcircumstances,10Gblinkscanbeprovided intotheAristaaggregationswitchlayerofthenetworkfabric. o These10Gbportsareleasedonanannualbasis,recoupingthedepreciationcostsof theirshareoftheupstreamfabric. 10Gblinksdirectlyintothecoreswitchfabric: o Forcertainspecialcircumstances,10GblinkscanbeprovideddirectlyintotheJuniper coreswitchlayerofthenetworkfabric. o These10Gbportsareleasedonanannualbasis,recoupingthedepreciationcostsof theirshareoftheupstreamfabric.

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Additionalspecialconfigurationsareavailableonacasebycasebasisworkingwiththenetworking groupsofthecampusandSDSC.ThesemightincludethecapabilityforcustomerstohaveuniqueBGP peerpoint,dedicated10GL2/L3path(s)toCENIC,orotherWANnetworkingneeds. IfusingSDSCaddressspace,IPaddressingismanagedbySDSCsnetworkgroup.Eachcampuswouldbe providedsubnetsandVLANsasneededtosupporttheirnetworkingneeds,withtheallocatedamountof IPschargedforatcurrentrates.DNSserviceswithinSDSCsaddressspaceareincludedintheperIP costs.Insome(butnotall)cases,DNSservicesmaybeabletobedelegatedtotheparticipatingcampus. Alternately,campusdelegatedaddressspacewouldbecompletelymanagedbytheparticipating campusandnotincuranyperIPcosts. Additionalservicesinclude: TimesuppliedbySDSCservers. SNMPstatsonacolocationwebserverofVLANusageorportusageattheheadswitchinarack. PerformancetestingNDTserversonlineforlocalorremotetestingofbandwidth. Troubleshooting/configurationsassistanceatcurrenthourlyrates. Prohibitedactivitiesinclude: NATIPaddressingfordataaccess(VPNaccessispermitted). SpanormirrorportsinthefabricswitcheswithoutcoordinationwithSDSCnetworking. Excessiveperformancetestingthroughfabric. RackPower: SDSCwillprovidetwoNEMAL630,30Amp,208vpowerconnectionsforallracks.Ifadditional powerisrequired,alternatearrangementsshouldbemadewithSDSC. Conditionedpowercouldbeavailablebutisnotguaranteed.

SeismicProtection: Allequipment(i.e.racks,mainframes,clusters,etc.)placedintheSDSCDataCenterwillneedto beinstalledontopofIsoBaseseismicplatforms.Thisisanadditionallevelofprotectioninthe eventofanearthquakeorothermajorcatastrophe. o http://www.worksafetech.com/pages/isobase.html

AisleContainment: SDSCutilizesaislecontainmenttomaximizelifeandefficiencyofDatacenterequipment. EquipmenthostedattheSDSCDatacentermusthaveanairfloworientationfromfronttoback.

III.DATACENTERINFRASTRUCTURE: HVAC:

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WestDatacenter: o TheSanDiegoSupercomputerCenterutilizesLiebertairhandlingunitsforDatacenter cooling.IntheWestDatacentertherearemultiple30and40toncoolingunitsplaced throughouttheroomtodelivercoldair.Deliveryofairisthroughperforatedfloortiles throughthe2footraisedfloor.Theceilingaboveactsasthereturnplenum,sending theexhaustedhotairbacktotheCRAC(computerroomairconditioning)units.The CRACunitsaresuppliedchilledwaterbytheUCSDcentralpumpstation.Intheevent thissupplyisinterrupted,SDSChasalocalchilledwaterloopthatcansupply supplementalcoolingduringtheoutage. EastDatacenter: o Theairhandlingunitsareunderneaththefloor.Thesupplyplenumisbeneaththefloor whilethereturnplenumisabouttheceilingliketheWestDatacenter.Theambient roomtemperatureiscontrolledbyaJohnsonControlssystem.Interactionwiththis systemisperformedinsidetheSDSCNOC.

FireSuppression: Detection: o Thedetectionsystemisacombinationofinroomandunderfloorparticledetection devices. WaterSuppression: o LikemostbuildingfacilitiestheSDSCDatacenterisequippedwithawetfireextinction system.Itisadrysystem,meaningthepipesarenotfilledwithwateruntilinitial particledetection.Ittakesaminimumoftwoseparatedetectionstoenergizethis system.Actualdischargewilltakeplaceifthewickslocatedatthenozzlesreacha criticaltemperature. o Afalsepositivecanoccurifoneofthenozzlesrecessedintheceilingisdamagedor tamperedwith.Thiswillfillthesystemwithwaterbutnotleadtoadischarge.Safety guidelinesshouldbefollowedalltimesintheSDSCDatacenter. WestDatacenterCleanAgent(Halon): o Thedetectorsaresimilartotheonesusedinthewatersystemhowevertheyare underneaththefloor.Theparticledetectionunderneaththefloorispossiblebecause theparticulateswouldbecycledthroughtheroombytheCRACunits.Twodetections arerequiredtodischargethesystem. o ThereisanabortbuttonphysicallylocatedintheDatacenterthatcanpreventdischarge ifpressedbeforetheseconddetection. EastDatacenterHFC125(FM200CleanAgenttype): o TheSDSCDatacenterexpansionutilizesthistypeofsystem.Detectiondevicesare mountedtotheceilingandtheaislecontainmentbutnotunderneaththefloor.All otheroperationsofthissystemaresimilartotheHalonsystem.LiketheHalonsystem, thereisanabortbuttonlocatednearthemainentrancetotheDatacenternexttothe EPObutton.

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Oncethefiresuppressionsystemenergizes(eitherwaterorHalon),theroomwillEPO (emergencypoweroff)allequipmentexceptforthelights(forsafetypurposes).Thereare6 EPObuttons(4intheexistingDatacenterand2moreintheexpansion)throughoutthe Datacenterthatcanalsobemanuallypushedintheeventofanemergency.

Power&Electricity: UtilitySupply: o SDSCcurrentlyhastwoutilityprovidersthatsupplyelectricitytothebuildingand Datacenter.Withthecompletionofacurrentelectricalupgrade,thesesystemstotal ~12000kVa. Distribution: o SDSChasmultipletransformersandpowerdistributionunits(PDU)thatwillsupply~10 megawattsofpowertotheDatacenter.Distributionvoltagesrangefrom110to480. UninterruptablePowerSupply(UPS): o TheSDSCDatacenterhasacombinationofMGEandMitsubishiUPSsystems.These UPSprimarilykeepcoreinfrastructureandcriticalsystemsrunningintheeventofa powercompromiseorloss.Thesecriticalsystemsincludebutarenotlimitedtothe SDSCNOC,andtheSanDiegoNetworkAccessPoint(SDNAP) Generator&CatastropheSupport: o TherearetwogeneratorsthatsupplytheDatacenterwithsupplementalpowerinthe eventofutilityloss.OneofthesegeneratorssupportstheSDNAP.Theotherisshared withanearbyfacilitybutdoessupplyasubstantialamountofenergytotheDatacenter expansion.BothofthesegeneratorsrunondieselfuelandarecheckedbyUCSD FacilitiesManagementregularlyforproperoperationandcondition. o TheSDSCDatacenteralsoutilizestheUCSDnaturalgascogenerationplant.Intheevent thattheutilitysupplyislost,thenaturalgasplantcansupplytherequiredenergyfor nearregularoperation.

Security: PhysicalAccess: o CCTVSecurityCameraSystem: SDSCcurrentlyhassecuritycamerasfocusedonallentryandexitpointsofthe Datacenter.ThesecuritycamerainfrastructureextendsbeyondtheDatacenter tohallways,publicspaces,andthephysicalexteriorofthehostbuildingtothe Datacenter. Therecordedfootageisstoreddigitallyandsecurelyandisretainedfora minimumof60days.Intheeventfootageneedstobereviewed,itisreadily availableintheSDSCNetworkOperationsCenter(NOC). o PhysicalAccesstothebuildingandtheDatacentercanbesegregatedthroughtheuseof theIdentiscanbiometricaccesssystem.TheIdentiscansystemutilizesauniquePINand thevascularpatternofyourhandforidentityverification.

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Duringnormalbusinesshoursof8amto5pmPDT,SDSCslobbydoorsareunlockedand open.Outsideofthesetimes,thedoorsarelockedandrequirebiometricaccessoran alternativemethodtoenter.TheSDSCDatacenterrequiresidentityverification 24x7x365. IntheeventthatapersonattemptingtoenterSDSCisnotenrolledintheIdentiscan system,therearecallboxeslocatedoutsideofthelobbyandtheloadingdock.These phonescalldirectlytotheSDSCNOC,whereanondutyoperatorisresponsiblefor verifyingandauthorizingaccess. EnrollmentforSDSC/DatacenterAccess: Bydefault,alltechnicalpointsofcontact(TPOC)specifiedoneachSLAwillbe enrolledintheIdentiscansystemandconsideredbySDSCauthorized representativesofthecustomer/campus. Theenrollmentprocessrequirestheindividualtobephysicallypresentatthe SDSCNOC.Photoidentificationwillberequiredtoenroll. Authorizationbythecustomer: Priortotheindividual(s)arrivingattheSDSCDataCenter,thecustomer shouldauthorizeaccessthroughoneofthesechannels: o Anemailsenttooperator@sdsc.eduwiththecustomername, contactinformation,thenameoftheindividual(s)toallow entry,andanyspecialinstructionstoSDSCNOCstaff(e.g. certainhoursofaccess,etc.). o CalltheSDSCNOCat858.534.5090toverballyauthorizethe individual(s).ThepasscodechosenduringtheSLAwillneedto bereferencedbythecustomer.Thesearekeptonfileinthe SDSCNOCindefinitelyforverificationpurposes. Duringtheenrollmentprocessthefollowinginformationiscollected:fullname, emailaddress,aphotographtobestoredwiththeenrollmentrecord,acurrent phonenumber,thecustomerbeingrepresented(i.e.UCSB,UCLA,etc.),andany specifichourstopermitaccessifrequestedbythecustomer. Tocompletetheregistrationprocess,theenrolleeuseseitherhandforvascular recognitionandcreatesauniquePIN. ***AvalidformofIDmustbepresentedattimeofenrollmentfor identityverification.ThisIDwillnotbekeptonrecordtoavoidstoring PII. IntheeventtheIdentiscanaccesssystemisofflineuseofacallboxisrequired. AccesstotheSDSCfacilitywithoutIdentiscanenrollment: AnyonerequestingaccesstotheSDSCDatacenterwhoisnotenrolledinthe Identiscanaccesssystem.Thisisprimarilyintendedfornonrevisiting contractorsorspecialstaffneededintheeventofanoutage. ManualentrywillbeprovidedbySDSCNOCstaff.Theindividual(s) requestingaccesswillberequiredtoshowphotoidentificationandto

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signinontheSDSCDatacenterAccessLog,locatedjustoutsidethe SDSCNOC. EachtimeapersonwishestoentertheDatacenter,anotherentryon theSDSCAccessLogisrequired.

SystemandNetwork: o SDSCsnetworkandsecuritypracticesaremanagedbySDSCstaffunderadifferent securitymodelthantherestofUCSD.ToolssuchasFoundstone,fordetectingsystem vulnerabilities,networkmonitoringandintrusiondetection/preventionisutilized. GeneralpracticesdospanacrossbothSDSCandUCSDbutarenotidentical. o Systemsecurityistheresponsibilityofthecustomerunlessotherwisespecifiedinthe appropriateSLA.(E.g.:ThesystemismanagedbySDSCforanadditionalfee) o Toensuretheavailability,securityandintegrityoftheSDSCDatacenter,systemslocated intheDatacenteraresubjecttonetworksecuritymonitoringbytheSDSCsecurityteam. o SDSCwillscanthenetworkforvulnerablesystemsandcompromisedsystemsona regularbasis.SDSCcurrentlyutilizesboththeUCSDmanagedFoundstonesystemand TenableSecuritysNessussecurityscanningproduct.SDSCmaintainscontrolof schedulinganddepthofthescan. o Therearetwoclearsecurityincidentscenarios: SuspectedVulnerability:IftheresultsfromtheSDSCscanshowvulnerabilities existonahost,thecampustechnicalpointofcontactwillbeemailedwith detailedinformationincluding: Detectiondate Vulnerabilitytype Reportinformationgeneratedbythescan. Ifremediationofavulnerabilitythatcouldleadtoacompromiseisnot detectedbythenextscheduledscan,thehost(s)maybedisconnected fromthenetwork. SuspectedCompromise:Ifasystemissuspectedtobecompromised,SDSC reservestherighttodisconnectthesystemfromthenetworktoprevent communityinfection.Atthistime,anemailnotificationwillbesenttothe contactsspecifiedintheSLAwiththefollowinginformation: Timeofdisconnect Areportofaffectedsystem(s)includingwhichvulnerabilitieswere detected. TheFootprintsticketnumberassociatedwiththeincident. Toprotectothersystemsandthenetwork,SDSCmayrequestfromthe technicalPOCthataforensicimageofthesystembecreatedforfurther analysis.Allpersonalandprivatedatawillbekeptconfidential. o Itisthecampustechnicalpointofcontactsresponsibilitytocoordinateallactivities withtheircampusendusersofthecolo.SDSCpersonnelwillcreateaFootprintsticket totracktheprocessofremediationandcommunicationwitheachcampus.Thecampus

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technicalpointofcontactwillberesponsibleforensuringissuesareremediatedandany ticketsarecommunicatedasclosedtoSDSC. o SDSCcolocationminimumsecuritystandardspertainingtosensitive(PII/PHI/HIPAA) data: ****TheseminimumsecuritystandardsareSDSCrecommendedanddonot ensurecompliancewithHIPAAoranyotherstandard.Suchcompliancewith regardtobothphysicalsecurityandtechnicalsecurityistheresponsibilityofthe customerandtheirprogramauthority. Differentadministrativeentities(departments,groups,etc.)willnotoccupythe samephysicalracksunlessalladministrativeentitiesagreetothespacesharing andapproveofthesecurityimpactsthereof.Sharingracksimpliesshared physicalaccesstothemachinesbyotherentitiesintheracksanddesigneesof thoseentities(vendors,administrators,etc.).Thisagreementmustbeclearly statedontheServiceAgreementsofallentitiesintherackbeforethe installationofanyequipment. Ifmorethanonegroup/departmentwantstoshareoccupancy,theyare responsibleforensuringthatshared(andtherebyonlypartiallycontrolled) accessisacceptablebytheprojectsponsor...i.e.DHS,CMS,NSF,etc. Systemscontainingsensitiveinformationmustresideinracksthathavehandle locksinstalled.Therewillbeaonetime$300costtoprocureandinstallthe locksontherack(APCAR8132A),andthisadditionalcostwillberechargedto theuseroftherack(notincludedinthebasecoloservice). Systemscontainingconfidentialinformationmustensurethatthedatais encryptedbeforetransitto/fromthesystem. Formoreinformationregardingspecificpolicies,pleasecontactSDSCsChief SecurityOfficer.

IV.SERVER&EQUIPMENTMANAGEMENT: Shipping&Receiving: SDSCsloadingdockcanaccommodateallvehiclesincludingastandardcommercialtractor trailertruck.AcallboxismountedontheNorthwallthatringsdirectlyintheSDSCNOCfor notificationandassistancepurposes. SDSCdoesnotofferpalletorpackingservicesforequipment.IfSDSCpersonnelarerequested orrequiredtoperformthisservice,timeandmaterialswillbepaidforbythecustomer. Incoming:

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WhenacustomershipsequipmenttoSDSC,itistheirresponsibilitytoarrangeshipment withthecarrier. o Oncetrackinginformationhasbeenreceived,itshouldbeemailedtoSDSC (operator@sdsc.edu)withthefollowinginformation: Customername Campusororganizationname Nameofcarrier Numberofpackages Trackingnumbersforallcontainers o Uponreceiptofthedelivery,SDSCwillinventoryandassesstheconditionofthe shippingcontainers.Intheeventthereisdamageormissingitems,SDSCwilldecline thedelivery. o Iftheshipmentiscompleteandtheconditionverified,SDSCwillacceptthecontainers andmovethemintotemporarystorage.Therearecurrentlytwostorageareas:one nexttotheloadingdockandtheotherisuponelevelneartheDatacenter.Neitherof thesespacesisenvironmentallycontrolled. o SDSCwillnotbeheldliableforanydamagedormissingitemsduringshipping. Outgoing: o WhenequipmentisscheduledtoleaveSDSC,itistheresponsibilityofthecustomerto makeallcarrierarrangements.Itisalsotheresponsibilityofthecustomertopackthe equipmentforshipmentadheringtoSDSCDatacenterpoliciesandsafetyrules. o Oncethepickupisscheduled,thecustomerwillemailSDSC(operator@sdsc.edu)the followinginformation: Customername Campusororganizationname Nameofcarrier Numberofpackages Trackingnumbersforallcontainers o AftertheshipmentleavesSDSC,aconfirmationemailwillbesenttothecustomerand TPOCspecifiedonthecorrespondingSLA. o

CommissioningEquipment: InaccordancewiththecurrentSDSCDatacenterpolicy,packingmaterialsarenotpermitted insidetheDatacenter.Thereforeallunpackingandassemblyofequipmentmusttakeplacein eitherofthetwopreviouslyspecifiedstorageareas.Thecustomerwillberesponsibleforthe disposalofallpackingmaterials. PriortotheinstallationofequipmentintheSDSCDatacenter,thefollowinginformationwill needtobesenttoSDSC(operator@sdsc.edu): o Date(s)ofinstallation o EquipmentlistifdifferentfromtheoneprovidedwiththeSLA. o Anyadditionalnetworkingneeds.

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o Anyadditionalmaterialsneededfortheinstallation(e.g.cabling,etc.). o AnyworkspecificationstobecontractedtheSDSCtocompletetheinstallation. EquipmentbeingcommissionedintheSDSCDatacenterwillbeenteredintotheinventory system.SDSCwillaffixlabelstothefrontandrearoftheequipment.Becauseofthewide varietyofsystemenclosuresonlythehostnamewillbelabeledfrontandrear.Morecomplete informationwillbestoredintheSDSCinventorysystem. Isobaseseismicplatformswillbeorderedpriortoinstallation.

DecommissioningEquipment: Priortothedecommissioningofequipment,thecustomermustcontactSDSC (operator@sdsc.edu)withthefollowinginformation: o Date(s)ofplanneddecommissioning(SDSCwillneedtobenotifiedofanychange) o Equipmentbeingremoved(byeitherrackunit,racklocation,orsystemname) o Name(s)ofauthorizedpersonnelperformingtheworkonbehalfofthecustomer WhentheequipmentisremovedfromtheDatacenteritsstatusintheSDSCinventorysystem willbechangedfromactivetodecommissioned.SDSCwillalsoremoveitslabelsaffixedtothe equipmentatthetimeofinstallation. AllSDSCprovidedcablingshouldbereturnedtotheSDSCNOCatthistime. AllpackingofequipmentmusttakeplaceoutsideoftheSDSCDatacenterinaccordancewiththe approvedDatacenterpolicy.SDSCwillprovidetheserviceequipmentincludingdollies,ladders, carts,andhandtoolstoproperlydismountordisconnectallequipmentfromtheDatacenter. Packingofequipmentcantakeplaceineitherofthetwopreviouslyspecifiedstoragelocations.

ColocationRequestProcess: NewcolocationrequestsarereceivedbythecurrentSDSCDatacenterManagerasatechnical supportrequestticketintheSDSCFootprintsticketsystem.AnemailissenttotheDatacenter Manageruponthecreationofthenewticket.Iftherequestisapproved,theticketisreassigned totheSDSCNOCteam.Thatgroupwillprocesstherequesttocompletionandberesponsible foranycontractedtechnicalassistance(ifany).Theactualprocessforhandlinganew colocationrequestattheSDSCDatacenter:

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 Cabling: Cablemanagementarmsarenotrequired.Howevertidycablingpracticesare. Allcableswillbelabeledwiththefollowinginformation: o Networkcable:SwitchName/Switchportnumber/Hostname(e.g.itn77swGi0/2 labyrinth) AllSDSCcablingwillneedtobereturnedduringthedecommissioningprocess.Thecustomer willberesponsibleforanycostinreplacinglostordamagedcables. SDSCNOCstaffwillinspectcustomercablingpracticesatthetimeofequipmentinstallation. Customerinstalledcablingmustbeapprovedatthistime.Intheeventthatinstallationdoesnot meetSDSCstandards,cablingwillneedreinstallationorrouting.Thisworkcanbeperformedby thecustomerorSDSCNOCstaffforanadditionalfee.

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PeriodicinspectionswilltakeplacebySDSCNOCstafftoensurepropercablingpractices.Inthe eventofnoncompliance,thetechnicalpointofcontactwillbecontactedviaemailandanSDSC Footprintsticketcreateduntilremediationiscomplete.

EquipmentMountinginRacks: Customershouldprovideallrailsformountingequipment.RapidRailsaresuggestedforsystem maintenancepurposes.

OSInstallation&Maintenance: SDSCdoesnotincludeoperatingsysteminstallationandmaintenanceinthebasicservice. AdditionalOSmaintenanceservicesareavailable(refertotheSLAforadditionalservice specifications).

V.OPERATIONS,MONITORING,&SUPPORT Hours&ContactInformation: SDSCOperations:24x7,365daysayear o Contact:operations@sdsc.eduorcall858.534.5090 SDSCBusinesshours: o MondayFriday:8am5pmPDT. o SaturdaySunday:closed. DepartmentContact: MattCampbell DataCenterServicesManager mattc@sdsc.edu ph:858.361.8343

Support: SDSCNOCstaffwillonlyprovideremotesupportspecifiedintheSLA(ifapplicable). o Intheeventremotehandshasbeenauthorized,anyperson(s)requestingSDSCNOC staffactivitywillneedthepasscodedefinedintheSLAbeforeworkbegins.Ifthepass codeisnotcorrect,therequestwillbedenied. o SDSCNOCstaffwillcreateaticketintheSDSCFootprintsticketingsystemtorecordand trackthesupportrequest.Therequestor(s)willreceiveanemailuponthecreationof theticketandshouldusethisastheprimarymeansofcommunicationfortherequest. o AllFootprintsticketswillbekeptforauditingandreviewpurposes. o IfnoSDSCNOCremotehandsservicehasbeenestablished,allrequestswillbedenied.

Notifications&Outages:

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Plannedmaintenance(performedbySDSC):2weekaverageannouncementpriortoworkbeing performed. o Allattemptsmadetoperformoutsideofnormalbusinesshours(seeabove). Unplannedoutageoremergency:AlleffortswillbemadebySDSCanditspartnerstoreturn equipmentorfacilitytonormalserviceasquicklyaspossible.Anemailnotificationwillbesent tocustomersasappropriate. Allnoticesaresenttoopsnotice@sdsc.edu o Subscriptiontothismaillistismandatoryforalltechnicalpointsofcontact(TPOC) specifiedintheSLA.Itistheresponsibilityofthecustomertokeepthisinformationup todatebynotifyingSDSCOperationsofanypersonnelchanges.

Monitoring: TheSDSCNetworkOperationsCenter(NOC)hasanumberofrealtimemonitors: o Network:TheNOCutilizesnetworkmonitoringtoolsmanagedbySDSCsEnterprise Networkinggroup.ThissystemmonitorsnotonlymanyofSDSCsinternalsystemsand connections,butthemainlinkstotheUCSDcampusandmainuplinkstoCENIC,ESNet, etc. o SystemsandNetworkSecurity:TheSDSCSecurityteamutilizessecuritymonitoringtools toprotectagainst,trackandreportsystemcompromisesandattemptedattacks.These toolsalsopermittheSecurityStafftonotifyacampusstechnicalpointofcontactinthe eventasystemispotentiallycompromised. o BuildingSecurity:TheCCTVsecuritycamerasystemsaremonitored24x7x365inthe NOC. o Facilities:Thereareautomatedbuildingmonitorsforthehostbuildingaswellasthe DataCentertoalertNOCpersonnelandUCSDFacilitiesManagementifanyofthe facilitiesfail.NOCstaffalsoperformsmultiplephysicalinspectionsoftheDataCenter dailytomaintainthefacilitiesintegrity. o UPS:ThebatteriesintheUPSsystemsundergomultiplechecksdaily.SDSCNOC personnelareimmediatelynotifiedvisuallyandaudiblyifthereisanintegrityfailure.At thattimereplacementpartsorserviceisscheduled. o Temperature:AnumberoftemperaturemonitorsexistintheDataCenter.Ifa thresholdtemperatureisexceeded,NOCstaffarenotified.

ServiceDefinitions: o SystemAdministration:SDSCSystemAdministrationisavailableonanhourlybasisand includesapplicationandsoftwaremaintenanceduringitsnormalPMcycle.This maintenanceisperformedonceamonthataspecifictimeunlessacriticalvulnerability isdiscovered.RefertotheNotificationsectionforSDSCannouncementprocedures. SecurityServices:TheSDSCSecurityteamisavailableonanhourlybasistosupportall areasofsystemsecurity,includingOShardening,IntrusionDetectionSystem,firewall

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securityconfiguration,antivirus,auditing,intrusionprotection,forensics,and penetrationtestingandsystemlockdown. BackupServices:SDSChasanumberofbackupoptionsinplacetosuitdifferentlevels ofneed.CommVaultisusedformostWindows,Linux,andSQLbackupneeds.The systemwritestoadiskcacheandisthenstoredontape.Retentionperiodsare configurablebasedoncampusrequirements. Outofbandremoteaccess:Anyequipmentforoutofbandmanagementisprovided byeachparticipatingcampus. AssistedInstallationandRemoteHands:SDSCOperationsstaffassistanceisavailable. Staffareexperiencedininstallingsystemandnetworkingequipment,includingrack mountingandcablingandoperatingsysteminstallation.

VI.SAFETY&CONDUCT: RefertotheServiceAgreementforcurrentSDSCDatacenterconductpolicies.

VII.BILLING: BillingCycle: SDSCsinvoicesaresentmonthly.

SampleInvoice: Belowisasampleinvoice.Thebasicservicewillbeoneitem.Anyadditionalserviceswillbe itemized.

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