We wanted to reach out to you with some relevant news and changes to our operating conditions here at Custodian. Whilst there have still been zero cases within the CDC team, as a result of the global pandemic escalation, we are moving to the next stage of our management plan. All non-essential staff are now working remotely where possible and meetings have been cancelled or moved to electronic interactions only.
Inline with our Pandemic planning, we have split our Operations Centre into two active teams operating across isolated locations. Staff are no longer mixing between teams. We do not anticipate this to have any significant impact on the level of service you receive from us.
In addition, please do not attend site if:
• You have travelled outside the country within the last 2 weeks.
• You have had contact with someone who has since self-isolated.
• You feel unwell in any way whatsoever.
To assist you with this, we will be offering extended (FOC) remote hands services to a best-effort level. So if you need something that would usually require a visit, please call us first and we will perform the work for you without charge wherever possible. This is subject to scheduling and availability of course, but we will do our best to assist you for our collective well-being.
To further reduce the risk to your staff, we are also providing a drop-off service for the contact-less delivery of hardware by your team for us to install for you. If you require this service please notify the NOC in advance.
Our focus remains on service availability at all times and we will continue to monitor the situation closely.
March 24, 2020 09:59 GMT
[Update] Dear Customer,
In line with other UK DC Operators and following guidance from the UK Government, we are switching to an appointment-only system for data floor visitors from 6AM this Wednesday 25th.
This will enable us to achieve a good level of social distancing, contact surface tracking/cleaning (post-visit) and minimise the risk of cross-contamination between all individuals involved. Managing the movement of personnel like this greatly improves the controls we can put in place to protect your staff when they are on site, as well as our own team. The new process will operate until further notice and works as follows;
If your visit is absolutely essential, please email access@CustodianDC.com to arrange a suitable time-slot. We will need you to specify which rack(s) you will be working on and how long you will require access. The number of concurrent visitors will be limited based on the data floor and area being worked upon. The shared build room areas are closed until further notice. Our contactless sign-in process will continue as it is now and non-booked visitors may be turned away at the gate. Free of charge remote hands is continuing to operate on a best-efforts service level, please consider using this service instead of attending site.
We are still accepting deliveries, they must be pre-booked following our normal delivery process and a contactless drop off specified wherever possible. If you have any questions about any element of this, please contact our team on +44(0)1622 230382. Visitation bookings should be made via access@CustodianDC.com only please.
We thank you for your understanding during these unprecedented times.
These maintenance windows have been issued to cover at-risk upgrades to core equipment. These preemptive works are in preparation for future upgrades planned over the coming months.
This maintenance plan had been entirely on hold due to the Covid-19 situation, but has now been resumed due to upcoming customer capacity requirements, coupled with the extended duration of the pandemic.
No customer-facing services are planned to be impacted during this window, however since we are upgrading several core chassis, it is possible that some interruption to core transport forwarding may occur.
[ Services with possible impact during window No.1 starting 12th June ]
Layer-2 (MPLS/VPLS), Layer-3 (IP Transit) or Remote-IX services with ports at our Maidstone facility within DF1, DF2, DF3 and DF4 (all floors).
All DWDM services plus any other unlisted services at all other sites will be unaffected during this window.
Since these are core transport upgrades, there are no specific planned impacts to either an 'A' or 'B' feed for any particular customer services. Due to our core design, if there is disruption then it will be limited purely to a single 'A' or 'B' feed per customer, depending on which way a given service is traversing our core.
If a customer is using only a single feed (or a non-resilient Layer-2 service) then there is a potential for an interruption of up to 3 x 20 minutes per service - as the worst case, and assuming a rollback also has to be performed.
If any interruption does occur, customers using dual feeds or diverse services will experience it only on one service at a time.
Details and dates for the additional maintenance windows will be issued in due course.