TERMS OF USE FOR SDC Colocation Service:
This Service is subject to and governed by the Customer's separate signed Master Services Agreement with Washington Technology Solutions - doing business as WaTech. This Agreement is entered into between you (the Customer) and WaTech for the provision of WaTech's State Data Center (SDC) Colocation Service offered at both the SDC and the Quincy Data Center (QDC).
A. Service Description
The WaTech Colocation Service provides data center facilities to customers who wish to locate IT equipment they own and operate in one or both previously mentioned highly secure, professionally managed data centers. WaTech's Colocation Service provides space, power, cooling, connectivity, as well as physical and network security for servers, data storage, and networking equipment of WaTech customers.
For descriptions of additional WaTech Colocation services and their service fee structures, please see the Colocation Olympia and Colocation Quincy web pages on the WaTech Service Catalogs at watech.wa.gov.
General Exclusions
WaTech does not manage the following services:
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Third party Network Connections: These remain the vendor responsibility.
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Customer application programs.
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Customer environments i.e. routers, switches, or customer servers, etc., other than fee-for-services such as WaTech's OS Administration.
B. Availability/Accessibility. WaTech provides 24x7-service support including state holidays. The services described in this agreement and linked agreements will be available 24x7 with the exception of defined scheduled maintenance windows, which are covered in detail below.
C. Charges. The service fees for all Colocation services are on our Colocation Olympia and Colocation Quincy web pages within the WaTech Service Catalogs at watech.wa.gov.
D. WaTech Responsibilities. WaTech will provide the following as part of this service:
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Notice to Customer point of contact (POC) of any emergency maintenance or network changes in either data center, as soon as WaTech understands any Customer impacts. First, an initial notice to the Customer POC through the WaTech Support Center. Second, Customer POC and WaTech will coordinate and agree on times for emergency maintenance.
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WaTech Service Desk will route all requests from Customer for Service and Incidents to the proper WaTech group.
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WaTech may review and update these roles and responsibilities with the Customer when the need arises.
E. Customer Responsibilities
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Contact and work with WaTech's SDC Space Management Team for all equipment adds, moves or changes using the Data Center Facilities Equipment List, and send to DataCenterSpaceManagement@watech.wa.gov.
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Follow documented communications and ticketing processes through Support@WaTech.wa.gov.
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Take advantage of redundant power and network equipment provided within the facility. If the customer chooses to forego redundant power and network connections, WaTech will not be liable for primary power or network interruptions due to un-utilized redundant services.
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Identify for WaTech, any Customer staff authorized for remote or on-site access to the facility and collocated systems within each data center.
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Define an escalation path outlining whom WaTech will contact in the event of problems with systems monitored by WaTech staff.
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Abide by WaTech physical security procedures that control access to both facilities: Data Center Access and Security Procedures.
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Manage hardware lifecycle of devices collocated in either data center by following recommended manufacturer maintenance and replacement schedules.
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Abstain from removing any facility raised floor tiles, or operating any HVAC or power infrastructure controls.
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Keep area neat and orderly at all times.
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Submit all requests for service or emergencies to the WaTech Support Center at Support@WaTech.wa.gov.
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Immediately report excessive heat, malfunctioning equipment, strange sounds or suspect odors to the WaTech or QDC Security Office preferably in person or by phone - whichever is faster: 855.WATECH1 or 360.586.1000
F. Special Terms
1. Support
When any service supplied under the terms of the agreement is impacted, the Customer will contact the WaTech Support Center to open an incident ticket. The WaTech Support Center is available via the following contacts:
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WaTech Support Center: 855.WATECH1 or 360.586.1000
- Support@watech.wa.gov
The Customer will also contact the WaTech Support Center for new customer service requests, by the same above email or phone number. In either case, WaTech will open incident or request tickets to identify and track. WaTech staff will coordinate with the Customer to work on open tickets and bring to resolution. WaTech will identify the Customer who requests a ticket as the customer contact assigned to that ticket. The Customer will receive the ticket tracking number via email. The Customer should contact the WaTech Service Desk via phone when the incident is urgent.
While the Customer is not required to implement power and network redundancies, and may choose not to implement these redundancies, the Customer accepts full responsibility for any outage of their systems in the event of a data center power or network subsystem failure, whether the result of scheduled or unscheduled maintenance of a data center power or network subsystem component.
2. Redundant Systems
WaTech provides for redundancy in many areas of the data center facilities including enclosure power and network subsystems. We strongly recommend that the Customer avail themselves of the redundancies of the enclosure power and network systems. This means connecting Customer IT equipment to each of the two separate power strips within the enclosure, providing dual network interfaces for each device within the enclosure, and connecting them to separate Customer switch gear (if implemented) and for network connections that exit the enclosure and connect to WaTech network equipment.
Should maintenance be required, or there be a failure of either power circuit supplying the enclosure or a component of WaTech network equipment, implementing redundant connections enables greater resiliency, reducing the risk of a Customer application outage.
3. Maintenance
WaTech will inform the Customer regarding changes to their environment via the Change Calendar, sent to Customers weekly representing a week's view of changes, as well as a monthly calendar. WaTech will also use Technical Bulletins to communicate additional details to Customers as needed: System Notifications and Change Reports.
4. Unscheduled maintenance
WaTech will announce unscheduled maintenance tasks on SDC equipment that could or will cause service downtime, as soon as possible on the WaTech Services Status page.
5. Change notification
WaTech will maintain a mailing list of Customer contacts who will be notified of planned maintenance and unplanned events. Customers must notify WaTech of any changes regarding contact information, at Support@WaTech.wa.gov as part of providing an escalation path. The Customer should review contact lists periodically.
Please click and review the following links for specific technical services provided alongside of WaTech's SDC and QDC Colocation Services: