Physical Security SLAs Sample Clauses

Physical Security SLAs. Service Level commitment for physical security in a LightEdge data center is: Service Level Service Level Agreement SLA Credit COLOCATION SECURITY AVAILABILITY Mitigation: 15 minutes Repair: 1 day DESCRIPTION: Secured colocation space is provided to Customer as security caging or colocation rack(s) for purpose of storing and operating Customer electronic equipment in a LightEdge data center. Colocation racks are typically four post racks with combination lockable front and rear doors and locked side panels. Side panels on adjacent colocation racks will not be removed. LightEdge will maintain the colocation space and all security components such as cage entry points, doors, side panels and door locks, in good working order. In the event any colocation rack(s) needs repair or replacement of the security components, LightEdge will provide additional controls until the colocation rack(s) are returned to normal service. For example, if a door lock were the be inoperable, LightEdge might require escorted access into that data center quadrant until the door lock was repaired. MEASURED BY: Failures of customer secured colocation space must be reported to LightEdge by Customer. Service Failure occurs when any infrastructure related to critical physical security controls fails and is left unmitigated or unrepaired for an extended period, resulting in a breach of physical security of the Customer collocated equipment installed within the rack. Service Failure begins when Customer reports failure of security component of their secured colocation space, as documented by a Service Ticket. Service Failure for mitigation SLA ends when equivalent security control has been implemented and noted by timestamp in Service Ticket. Service Failure for repair SLA ends when failed infrastructure has been restored back into normal service. The physical security control repair SLA is provided during periods of normal operations and is exempt during periods of Force Majeure as defined in the Master Agreement. > 15 minutes for mitigation = 1% credit for each Service Failure > 24 hours for repair = 5% credit for each Service Failure DATA CENTER SECURITY RESPONSE 5 minutes DESCRIPTION: All entry and egress points into the data center are secured against unauthorized access. Each Customer entry point into the data center is secured by card and biometric access controls and is limited to approved Customers or LightEdge personnel. Critical operational areas such as AHU/HVAC rooms, UPS/Batte...