EQUINIX IBX GUIDE

HONG KONG HK2

WELCOME

Dear Customer,

Thank you for choosing Equinix, the preferred destination for the
world’s most demanding businesses. Whether you are inside one of
our International Business Exchange™ (IBX®) data centers in New York,
Paris or Hong Kong, you expect industry-leading uptime and reliability,
unparalleled performance and security, and the ability to connect to
the major global networks and carriers.

We hope that you find this guide helpful as you begin to deploy your
data center operations. With locations in major markets across the
Americas, EMEA and Asia-Pacific, you can securely exchange critical
information with hundreds of networks available at Equinix. In addition,
our industry-leading team of technical experts has configured some of
the most complex data center installations imaginable. This blend of
premium colocation and technical expertise is why the world’s most
demanding businesses choose us.

If you have any questions on how to take advantage of our products and
services, please contact your dedicated Equinix Implementation Manager.

Equinix looks forward to serving you with the highest level of service
and responsiveness possible. Our expertise is at your service. Thank you
for choosing Equinix to protect and connect your most valued assets —
your information.

Best,

Samuel Lee
President, Asia Pacific
Equinix

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CONTENTS

Getting Started with Equinix 3 IMPORTANT TO KNOW

Equinix Acronym Guide 4 Check-in Procedures 16

Your Portal Into Equinix 17

YOUR IBX Policies and Procedures At-a-Glance 18

IBX Technical Specifications 6 Security Procedures At-a-Glance 19

IBX Location, Map and Parking 7 Shipping Procedures At-a-Glance 20

Critical Contacts 8

On-Site Tools, Internet Access, & Facilities 9 IBX POLICIES & PROCEDURES

Emergency Procedures 10 Shipping & Receiving 22-24

Equinix Smart Hands™ 11 Cages & Suites Cleanliness 25

Customer Conduct Policies 26

DESTINATION HIGHLIGHTS Work Visit Policies & Procedures 27

Transportation 13

Restaurants 13

Hotels 13

Things to See and Do 14

Exercise Facilities 14

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BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
GET STARTED WITH EQUINIX

Your Implementation Manager (IM)

1 As a customer of Equinix, you will have a dedicated Implementation Manager. Your Implementation Manager is here to
help you access the IBX, set-up your installations, advice the shipping policies of equipment to the IBX and answer any
questions that may arise. Your installation is a top priority and we want to make sure it will be a smooth and easy process.
Your Implementation Manager will confirm order details, review IBX policies and schedule date of completion for you to
start the move in process.

IBX ™ Orientation Walk-Through

2 Your Implementation Manager will offer to schedule an orientation walk-through at the IBX. The walk-through is not only
an opportunity to get an in-depth look at the IBX, but an opportunity to examine your new licensed space and installation.
IBX maps are available to help you find your licensed space and become familiar with the colocation area.

Accessing the IBX ™

3 Your company’s Primary Point-of-Contact (PPOC) and/or other authorized users registered in the Equinix Services
Portal (ESP), accessible at https://esp.ap.equinix.com, can schedule visits to the IBX data center through the ESP (click
on Customer Care and select Site Visit). When you arrive on site, bring a government-issued photo ID and your ticket
number (applicable for temporary access) for check in with Equinix Security in the lobby area. After you have checked in,
you are free to access the IBX. The IBX is accessible 24x7x365.

Local Resources & Transportation

4 We have a guide of hotels, transportation, exercise facilities and restaurants close to the IBX as well as a list of things to
see and do in the area. You can refer to the section called "Destination Highlights".

Customer Support & Feedback

5 Equinix Asia Pacific Network Operations Center (AP NOC) is at your service for any questions and feedback that may
come up.
——Contact the AP NOC by calling +65.6723.8833, email ap-noc@ap.equinix.com or contact your Implementation Manager

——Utilize resources on ESP at https://esp.ap.equinix.com

——Request a formal ESP training session for you and your team by contacting your Implementation Manager

Equinix Smart Hands™

6 Equinix Smart Hands provides a wide range of support, whether you require technical assistance within the IBX or from a
remote location, we are equipped to offer a full scope of services. IBX technicians are trained to be the eyes and ears for
management of your infrastructure and are available 24 hours a day, 7 days a week. Contact your account manager for
more information or make a request for Smart Hands on the Equinix Services Portal (ESP) at https://esp.ap.equinix.com.

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BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
EQUINIX ACRONYM GUIDE

At Equinix, our staff uses a number of acronyms which may or may not be familiar to you. Here is a list which will help you better
understand some of our day-to-day operations:

AM Account Manager LOA Letter of Authorization

ASTS Automatic Static Transfer Switch LOCC Local Operations Control Center

BCTR Business Continuity Trading Rooms MC Media Converter

BMR Biometric Reader MDF Main Distribution Frame

BOM Bill of Material MLPE Multi-Lateral Peering Exchange

CAB Cabinet item MMF Multi Mode Fiber

CC Cross-Connect MMR Meet Me Room

CMR Critical Maintenance Request NNI Network to Network Interface

CO Change Order NOC Network Operations Center

CRD Customer Requirements Document NRR Non-Recurring Revenue

DWDM Dense Wavelength Division Multiplexing NTP Network Time Protocol

ESP Equinix Services Portal PDU Power Distribution Unit

IB Installed Base PEC Provisioned Electrical Capacity

IBCC Intra-Building Cross Connect PNI Private Network Interface

IBID Intra-Building Innerduct POTS Plain Old Telephone Service

IBX ®
International Business ExchangeTM PPOC Primary Point of Contact

IBXFlex Office Space SE Sales Engineer

IDF Intermediate Distribution Frame SH Smart Hands

IEEE Institute of Electrical and Electronics Engineers SLA Service Level Agreement

IM Implementation Manager SMF Single Mode Fiber

IR Incident Report SOP Standard Operating Procedure

ISS IBX Security System SOW Statement of Work

IXP Internet Exchange Point STS Static Transfer Switch

kVA Kilovolt-Amps VNI Virtual Network Interface

kW Kilowatt XC Cross Connect

LEC Local Exchange Carrier Z-Side Destination point for cross connect

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YO U R I BX
HONG KONG HK2

IBX Technical Specifications

HK2

PROFILE POWER BUILDING

Phone – +852.2279.0522 Electrical Capacity (Critical Customer
Fax – +852.2279.0510 Load) – 3.6 kVA per cabinet
Email – sales-hk@ap.equinix.com Electrical Capacity (Uninterruptible
Power System) – 4 x (2 x 500) kVA (N+N)
Square Footage Breakdown
Utility Feeders – 2 x 11 kV
Power Transformers –
Leased 50,988 ft2 (4,737 m2)
4 x 2 MVA + 2 x 1.6 MVA 11kV/380V
Colocation Area 15,969 ft2 (1,484 m2)
Standby Power – Diesel Generators
IBXflex Space Custom Request
4 x 2.25 MVA (N+N)
Satellite Platform Custom Request
COOLING
GLOBAL SLA Cooling Capacity – 3.6 kVA per cabinet
• 99.999+% Power availability Cooling Plant – Water-Cooled Centrifugal
• 99.99+% Temperature and Humidity Chillers (N+1); Computer Room Air
availability Conditioners (N+1)
• 99.99+% Cross Connect availability
SECURITY
Physical – Physical access control lists
manage ingress and egress
Human – 24x7x365 security officers
Electronic – 24x7x365 CCTV recordings,
Access Control, Biometric scanners
Construction Type – Reinforced
concrete structure
Building Type –18-story
Floor Load – 15 kN/m²
Slab-to-ceiling Height – 4.85 m
FIRE PROTECTION
Fire Detection – Very Early Smoke
Detection Apparatus (VESDA)
Fire Suppression – Pre-action double
interlocking sprinklers (dry pipe) data
hall and UPS Rooms, FM200 for Fuel
Tank Rooms
Fire Rating – Minimum 1 hour rating
INTERCONNECTION OPTIONS
AVAILABLE
System – Meet-me-room
Cross Connects – Cat5e/6, COAX
and Fiber
Metro Connect – Extends choice and
reach for carrier and network availability
across metro areas offering Metro
Connect to HK1 and Mega iAdvantage
Equinix Internet Exchange™ – Central
switch for public and private peering
offering Gigabit Ethernet and 10Gigabit
Ethernet
Equinix Connect – Automated
network provisioning, multi-homing
and billing offering Fast Ethernet and
Gigabit Ethernet

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BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
HONG KONG HK2

Location, Map and Parking

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LOCATION DISTANCE FROM AIRPORT

1/F Kerry Warehouse —— 26 km from Hong Kong
3 Shing Yiu Street International Airport
Kwai Chung
Hong Kong LOCATION ORIENTATION
—— 15 km from Central Business District
PARKING —— 10 minutes walk to Panda Hotel
Hourly carpark is available

HOURS OF OPERATION
IBX Work Access 24x7x365

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BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
CRITICAL CONTACTS

Who to Contact and When

HK2

You can access the Equinix Services Portal (ESP) to handle all of your customer care needs https://esp.ap.equinix.com or by contacting
one of the following contacts listed below.

CUSTOMER CARE AND IBX CUSTOMER FEEDBACK YOUR ACCOUNT TEAM

INCIDENT HOTLINE
marketing@ap.equinix.com Equinix Hong Kong Sales
Equinix Asia Pacific NOC Suite 5106
Staffed 24x7x365 Your experience as a preferred customer 51/F Central Plaza
of Equinix is extremely important to us. 18 Harbour Rd
ap-noc@ap.equinix.com Whether we are doing something well or Wanchai, Hong Kong
+65.6723.8833 direct we need to improve a current process,
we want to hear directly from you. sales-hk@ap.equinix.com
The Asia Pacific Network Operations +852.2970.7788 direct
Center (AP NOC) is the front line for
all support issues or problems as they
arise. AP NOC personnel will engage
the appropriate resources to ensure the
problem is understood and actions are EQUINIX SMART HANDS™ SHIPPING & RECEIVING
being taken to solve the problem in a
timely manner. AP NOC also monitors,
Contact your account manager for more Visit https://esp.ap.equinix.com
troubleshoots and processes all AP IBX
information or make a request for Smart
incidents and notifications.
Hands on the Equinix Services Portal
(ESP) at: https://esp.ap.equinix.com.

POLICE, FIRE & AMBULANCE

EMERGENCY SERVICES

999

DIRECTORY ENQUIRIES

+852.1081

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ON-SITE TOOLS, INTERNET
ACCESS, & FACILITIES
On-Site Tools

AVAILABLE TOOLS FOR

CUSTOMER USE
TOOL LENDING GUIDELINES
Each IBX center will maintain tools for use free of
——Tools are available on a first-come basis and there is
charge. Availability of tools varies at each IBX but
no guarantee tools will be available.
typically includes:
——Only tools designated for 'Customer' use may be
—— Tool Kits ——Tape Measure loaned.
—— Multi-Meter ——Flat Head Screwdriver
—— Extension Cords ——Phillips Screwdriver
——To borrow tools, you must show the ID used to
access the site to a Security Officer (depending on
—— Cutters ——Ladders
the IBX).
—— Needle Nose Pliers ——Trolleys
—— Adjustable Wrench ——Crash Cart ——Tools must be returned to the IBX security counter
—— Allen Wrench ——Flashlight before you leave for the day.
—— Stool ——Blank CD-ROMs ——You may be required to relinquish tools not in use, if
—— Folding Chair another party request the tools.

——You are responsible for any negligent act arising

Our staff will gladly assist you at the IBX Reception/Security
from use of tools while the tools are signed-out to
Check-in
you.

——You are responsible for the understanding and

practice of safe use of tools while the tools are
Internet Access signed-out to you.

TOOL CHECK-OUT
Complimentary wifi access is available in
To borrow tools, you must show a photo ID card to a
all of the Asia Pacific IBX data centers.
security officer.
Our staff will gladly assist you at the IBX
Reception/Security Check-in.
You must read all terms on the IBX Tool Lending Log and
sign the log acknowledging you understand and accept
the terms.

TOOL CHECK-IN
On-Site Facilities You are required to return the tools to the IBX security
counter when finished with them. Please remember,
others may be waiting to use these tools.

TOOL SAFETY
Tool users must follow all written and verbal safety
instructions. For example, ladders are marked with the
Other IBX amenities may include shower facilities, vending
safe working height. That working height should not be
machines, coffee machine, microwave, refrigerator, video game
exceeded.
consoles, phone, conference room, computer desktop access,
first aid materials and equipment carrying tools.

For a list of local restaurants, and hotels, see our section on

Destination Highlights.

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EMERGENCY PROCEDURES

IBX Building Evacuation

Follow all directions

given by staff and
security EVACUATION PLAN 7F (Point 3)

——When a building fire alarm signal sounds, all

persons should evacuate the building calmly
and quickly.

——Use the lighted EXIT signs posted

throughout the IBX center to find the
nearest exit.

——Maps showing evacuation routes are also

posted in each IBX center.

——If the IBX center is in a multi-level building,

visitors will be directed to use designated
stairways when evacuating the building. Do EVACUATION PLAN 7F (Point 4)
not use elevators.

——All individuals will be directed to meet in

a designated assembly area outside the
building, and to check in with a designated
Equinix staff member.

——Using the visitor sign in sheet as the official

evacuation list, the IBX staff member will
verify all visitors have been evacuated from
the building.

Re-entering the Building

DO NOT RE-ENTER the To help prevent potential injury or property loss, and to assure that unauthorized
IBX until instructed by personnel do not enter the IBX, all persons must be re-admitted to the IBX by lobby
security. security, as directed or otherwise permitted by the fire department, or other authority
having jurisdiction.

Both IBX security and site staff will document the evacuation and related incidents.

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EQUINIX SMART HANDS ™

We'll Be There When You Can't

Manage your Internet business infrastructure and maximize operational uptime within an IBX®
center by utilizing the Equinix Smart Hands™ service.

EXTEND THE REACH OF YOUR OFFSITE IT STAFF THROUGH A REMOTE

SMART HANDS SERVICE
Equinix Smart Hands™ allows customers to manage/outsource their Internet business
operations and maximize uptime within an Equinix International Business Exchange™ (IBX®)
center by utilizing Equinix’s technical resources. Equinix Smart Hands™ provides a wide range
of support, whether you require technical assistance within an Equinix IBX center or from a
remote location, Equinix is equipped to offer a full scope of services. IBX technicians are trained
to be the eyes and ears for management of your infrastructure and are available 24 hours a day,
7 days a week.

EQUINIX SMART HANDS™: TROUBLE-SHOOTING, MAINTENANCE AND INSTALLATION

Specific tasks performed under the Equinix Smart Hands™ offering include:

—— On-site technical assistance and troubleshooting
—— Equipment installations
—— Interface card removal and installation
—— Test carrier circuits
—— Take inventory of equipment, record digital pictures and
record serial numbers
—— Power cycling a router, server, switch, and soft-booting a
server
—— Move equipment within your space and cabinets
—— Tape Backup: Cassette exchange and strongbox
—— Ladder racking, pre-wiring of patch panels and equipment
—— Assemble, install and maintain cabling
—— Verify cable integrity on installed media
—— Provide visual verifications to assist in remote
troubleshooting
—— Install, replace or remove equipment, such as a router, switch
card, disk drive, memory, etc.
—— Assistance in the conference room and AV equipment setup
—— Add, remove or verify a demarcation
—— Assist with uncrating equipment from boxes and ship
replaced equipment
—— Extend patch cables from the patch panel to equipment

PURCHASING SMART HANDS
Contact your account manager for more information or make a
request for Smart Hands on the Equinix Services Portal (ESP) at
https://esp.ap.equinix.com.
Note: Smart Hands is designed to provide Customers with on-site technical assistance
and may include, for example, Equinix complying with Customer’s simple instructions
relating to remote management, installation or troubleshooting of its equipment within
an IBX center or any other services Equinix deems to be Smart Hands. With respect
to the Smart Hands service offered by Equinix, Equinix’s only obligation is to carry
out the express instructions of Customer; and Equinix reserves the right to reject a
Customer's request if such rejection is reasonable or if such service is not offered as
part of Smart Hands. In addition, Equinix reserves the right to require that a Customer’s
instructions be given in additional detail and in writing (which may be by electronic mail).
Notwithstanding the foregoing, Equinix has the right to perform Smart Hands services
where the Customer fails to timely act or Equinix has the right to act under the Policies
at Customer’s expense as part of the Smart Hands service.

For information on Equinix Exchange™ and Equinix Financial eXchange™

please contact your Account Manager.

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D E S T I N AT I O N H I G H L I G H T S
HONG KONG AT-A-GLANCE

HK2

Transportation Restaurants Hotels

AIRPORT SHUTTLE CHINESE L'hotel Nina et Convention Centre
(FOR AIRPORT EXPRESS Ho Choi Seafood Restaurant http://www.lhotelhk.com/eng/
PASSENGERS ONLY) +852.2492.6261
No. 59 Heung Wo Street, Tsuen Wan Panda Hotel
http://www.mtr.com.hk/eng/airport_
which is close to IBX
express/complom_free_bus.html
www.pandahotel.com.hk
JAPANESE
CAR RENTAL AGENCIES G. Sushi
Avis Hong Kong +852.2940.7009
http://www.avis.com.hk/ Shop 144, 1/F, City Landmark Shopping
+852.2882.2927 Arcade, 68 Chung On Street, Tsuen Wan

LIMOUSINE AND CAR SERVICE WESTERN

Jubilee International Outback Steakhouse
Tour Centre Ltd +852.2940.0682
Address 2/F, Amtel Building Shop 3-5, Level 2, Discovery Park
148 Des Voeux Road Shopping Centre, Tsuen Wan
Central, Hong Kong
enquiry@jubilee.hk FOR MORE OPTIONS, TRY:
+852.2530.0530
http://www.openrice.com

PUBLIC TRANSIT
http://www.mtr.com.hk/eng/airport_
express/intro_index.html

TAXI/CAB SERVICES
+852.6620.1638

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HONG KONG AT-A-GLANCE

HK2

Things to See & Do Exercise Facilities

VISIT California Fitness
http://www.discoverhongkong.com/eng/ http://www.californiafitness.com/club.
index.html jsp?country=hk&lang=en

Pure Fitness
KEY HIGHLIGHTS: http://www.pure-fit.com/en/hongkong/
The Peak contact/studios.php
Victoria Harbour
Giant Buddha Golf Playground
Hollywood Road http://www.hkga.com/index.do
Cat Street / Man Mo Temple
Stanley Market & Murray House
Ocean Park Hong Kong
Lan Kwai Fong & SoHo
Happy Valley Racecourse
Avenue of Stars
Sik Sik Yuen Wong Tai Sin Temple
Lei Yue Mun Seafood Bazaar
Temple Street Night Market

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BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
I M P O R TA N T TO K N OW
CHECK-IN PROCEDURES
Getting Access to the IBX:
1 PPOC CONTACT
When you become a customer
with Equinix, your main technical
contact is given the role of Primary
Point of Contact (PPOC) by the
Implementation Manager. The PPOC
will be sent via e-mail a user name
and password to our Equinix Services
Portal (ESP) to:
——Open a work visit ticket
——Manage the administration of
your company’s contacts
——Arrange permanent access to
the IBX
——Schedule non-billable services
When You First Arrive at an IBX:
1 TICKET NUMBER
Applicable for temporary access: Bring
your work visit ticket number with you
for check in with Equinix Security.
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BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
2 PERMANENT ACCESS
Upon receipt of login information,
the PPOC may set up profiles and
arrange permanent access to the IBX
for your company's employees. He/
she may do this in the Admin section
on ESP, accessible at:
https://esp.ap.equinix.com/
2 PHOTO ID
All visitors are required to show a valid
Equinix-approved photo identification
card for check in with Equinix Security.
The following types of IDs are
approved by Equinix:
——Government-issued photo IDs
——Equinix-issued photo IDs
——Passport
3 TEMPORARY ACCESS
If you are not the PPOC, you must ask
him/her to add you as a contact and
open a work visit ticket for you.
——Work visit tickets are for contacts
or visitors who do not need
permanent access
——The ticket will ask for an opening
date and will remain open for at
least one week.
3 IBX TOUR AND MAP
After you have checked in with Security,
you are free to access the IBX.
If you are unfamiliar with the facility,
speak to your Implementation Manager
in advance about arranging a tour.
YOUR PORTAL INTO EQUINIX

Equinix Services Portal

Visit the Equinix Services WHAT YOU CAN DO

As a customer you have access to the secure web-based ESP
Portal (ESP) at to handle all of your needs, such as:

https://esp.ap.equinix.com ——Order and expedite cross connects services

——Request Equinix Smart Hands services

ACCESS TO THE PORTAL ——Review the full Install Base Inventory and Invoice history
Your company’s Primary Point of Contact (PPOC) will
——View Equinix Exchange sFlow graphs and port traffic
determine who may have access to ESP and what role
statistics
they will be designated with. The PPOC may enter the new
user via the portal or by contacting the Equinix Asia Pacific ——View important Maintenance Announcements
Network Operations Center (AP NOC). Once entered in the
system, a password will be sent to the user via e-mail. ——Track Trouble Tickets

——Check on the Environmental Status within your IBX

——Authorize personnel for IBX center access (including your

cages and cabinets)

——Schedule IBX work visits and tours

——Schedule equipment shipments to and from an IBX center

——Maintain user information for your company’s Authorized

Representative List

For assistance or questions, please contact the ESP Support Team at aphq-esp@ap.equinix.com.

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BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
POLICIES AND PROCEDURES
AT-A-GLANCE
You must schedule all shipments to an IBX data center in
1 advance using the Equinix Services Portal (ESP)
Contact your Implementation Manager (IM) for support on your installation.

Only registered parcels will be accepted by shipping

2 Customers have to ensure that all customs declaration and duties/taxes are paid for the shipment.

Do not “daisy-chain” powerstrips

3 Equinix does not allow "daisy-chaining" (linking of power strips). Each power strip should be connected to its own
Equinix-supplied AC receptacle and branch circuit.

Do not tamper with power or connection cables

4 Do not plug power strips into the general purpose socket outlets. Please contact your IM for assistance.

Cables must be neatly bundled

5 All cables must be neatly wrapped and tied together (if a Customer fails to do so, Equinix may neatly wrap and tie such wires
and cables and may charge the customer for doing so under Smart Hands).

Immediately discard waste from cages

6 Unless Equinix is removing waste as a Smart Hands order, you are required to take all packing materials to the shipping
dock or designated disposal area immediately after your installation is complete.

Never enter Restricted Access Areas

7 Restricted Access Areas include but are not limited to: another Customers’ licensed space, above the general purpose
socket outlets or other supporting structures, on or within Equinix tray systems and Equinix equipment areas, whether
secured or otherwise marked as restricted.

No pictures taking in the IBX

8 Visitors may not take any photographs, recordings or similar visual or auditory recording of the IBX or any of the employees
of Equinix while on-site. Refer to the Customer Conduct Policies for more details on photography permission.

Absolutely no smoking, food or drink in the colocation areas

9 Smoking is not permitted anywhere within the facility. Food and beverages are permitted only in designated areas.

The IBX is open 24/7/365

10 Work Access to your IBX center is twenty-four hours a day, seven days a week, 365 days a year.

Age limit on IBX access

11 All IBX visitors must be at least 18 years of age.

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SECURITY PROCEDURES
AT-A-GLANCE
Security check-in
1 All visitors must check-in with IBX security personnel in the lobby.

Equinix-approved photo identification

2 All visitors must show a valid ID to enter an IBX: Government-issued photo ID, Equinix-issued photo ID or Passport.

No recording devices
3 Visitors may not bring any unauthorized recording devices (cameras, video recorders, etc) into the IBX. Customers in private
cages may request photographs of their cage/equipment, taken only by IBX staff, when they schedule a visit.

All bags are subject to search

4 All bags and packages brought into or removed from the facility are subject to search by Equinix security personnel.

No firearms or weapons
5 Visitors may not bring any type of firearms or weapons into the facility.

Video Surveillance
6 All visitors to Equinix IBX centers should be aware that the centers are under constant video surveillance.

Footwear Requirement
7 For your protection, we require all visitors to wear sturdy enclosed shoes within the IBX facility.

Radios
8 Radios may not be used in the facility.

Cleanliness
9 Visitors must leave all common areas and cages clean after use.

Check-out required
10 All visitors must checkout with the lobby security personnel and return any visitor badge(s) issued during check-in.

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YOUR IBX
DESTINATION HIGHLIGHTS
IMPORTANT TO KNOW
BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
SHIPPING PROCEDURES
AT-A-GLANCE
Scheduling a shipment to or from the IBX
1 All inbound and outbound shipments must be scheduled in advance by opening a ticket through the ESP (Click on Customer
Care tab and go to Shipments sub-tab). Once a shipment request has been successfully submitted through ESP, a ticket
reference number will be issued for shipment receipt in the respective IBX.

Inbound Shipments
2 Shipment receipts should be scheduled at least 24 hours in advance. Identify any over-sized shipments (cabinets, large
crates) in your Shipping Receipt.

Delivery Hours
3 Standard Delivery Hours are Monday - Friday during office hours. Deliveries during non-standard business hours require
prior approval.

Addressing a Shipment
4 Shipments must be clearly addressed to the recipient with your company name, customer name and Equinix Company
name.

Storage
5 We will store your inbound deliveries for up to 3 business days after you have been notified of the delivery. If the delivery has
not been retrieved after that time, we will contact you and attempt to make arrangements.

Delivery Equipment
6 A list of tools and delivery equipment is available in the "On-site Tools, Internet Access, & Facilities" section of this handbook.

Moving Equipment to your Cage

7 You may request that Equinix helps with the delivery via Equinix Smart Hands service and your account will be billed based
on time.

Outbound Shipments
8 You are responsible for scheduling the shipment with a carrier and for completing all necessary paperwork for the shipment.

Paperwork
9 Upon request, IBX staff will complete outbound shipping paperwork for customers. You are responsible for paying all fees
associated with the shipment, including fees charged by Equinix.

Outbound Information
10 1. Your shipping account number; 2. Your address associated with the account number, this will be used as the Ship From
address; 3. Ship To address; 4. Declared value; 5. Special instructions and special packing materials

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YOUR IBX
DESTINATION HIGHLIGHTS
IMPORTANT TO KNOW
BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
I BX P O L I C I E S & P R O C E D U R E S
SHIPPING & RECEIVING

Inbound Shipment

If your carrier requires Equinix contact The Equinix AP NOC will assist shippers with delivery issues.
information for the shipment:
Equinix shipping areas are designed for just-in-time shipping
Equinix Asia Pacific NOC arrangements, meaning there is limited space for storage. Unless the IBX
+65.6723.8833 has STORflex space available, plan on retrieving your shipment or have
ap-noc@ap.equinix.com Equinix deliver it to your space within 3 business days of arrival.

RECEIVING POLICIES
Please refer to the Outbound Shipment policies for scheduling 5. Expired inbound shipment requests will be cancelled or
your Inbound Shipments and using Smart Hands service to assist closed and an email notification will be sent to the original
in the handling of your equipment. customer requesting the ticket.

1. The IBX Operations will contact your Shipping Contact
by email and/or phone within twelve (12) hours after the
shipment arrives.
——Tip: Moving equipment is available for your daily use
——If you have not retrieved your shipment (48) hours after
the shipment has arrived, the IBX Operations will notify
your Shipping Contact that if the shipment is not retrieved
before the 3 business days has elapsed, it may be
returned to the “shipped from” address at your expense
under the Smart Hands service.
2. Equinix is not responsible or liable for any missing /damaged
equipment which may occur during the packaging and
shipping.
3. When scheduling your shipments, you are required to provide
the following information:
——Carrier Name
——Shipment tracking number (You can open an inbound
shipping ticket without a tracking # and contact the AP
NOC to add it when they receive it)
——Scheduled shipment delivery date
——You may monitor the requests through the ESP and
may open a new inbound shipment ticket if the original
shipment ticket expires.
6. If the 'Send Notifications' flag is checked on the shipment
ticket, an email notification will be sent to the customer
contact when:
——Shipment is received and/or delivered to the customer
cage
——Shipment Ticket is closed
7. Equinix will still refuse packages and not accept into
quarantine area if the shipment:
——Exceeds 60 lbs. or 27.2 kg.
——Girth exceeds 108" or 274 cm; 2x(L)+2x(W) +2x(H)
——Exceeds more than 5 packages
——Does not have a "shipped from" address displayed
——Is sent COD. Equinix will not accept Cash on Delivery
shipments on the customers' behalf

——Company name of party receiving shipment ——Is unidentified or contains hazardous materials (ie.
Liquids, combustibles or any other hazardous materials)
——Shipment description (size, weight, # boxes, or # pallets)
——Packages addressed to an Equinix employee
——Special handling instructions (Oversized package?)
8. Visibly damaged shipments will be accepted. Site staff will
——Correct Address Label: photograph damaged shipment; LOCC or AP NOC staff will
John Doe (Customer Contact) alert your shipping contact of damaged shipment and forward
ABC COMPANY (Company name) photographs on request.
C/O: Equinix Hong Kong Limited
<IBX Street Address> 9. Shipments originating internationally must be shipped as
<IBX City, State, Zip> ‘Free Domicile’. Equinix is not responsible for any shipping
<Cage #> costs or customs obligations for international shipments, as
Equinix does not operate as an "importer".
4. Each Inbound Shipment request will remain active for a
period of 7 days from the expected delivery date, OR until the
# of packages specified in the request have been received –
whichever comes first.

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YOUR IBX
DESTINATION HIGHLIGHTS
IMPORTANT TO KNOW
BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
SHIPPING & RECEIVING

Deliveries to the IBX Center

Customers who require the use of dollies, handcarts, or similar transport equipment, must check in with security to arrange an escort
through an IBX freight entrance or loading dock area. During regular business hours, no Shipping or Equinix Smart Hands requests are
required. After-hours and on weekends or holidays, handcart deliveries at all IBX centers require an Equinix Smart Hands request.

UNATTENDED ITEMS
Please do not leave items unattended at loading docks and areas outside the IBX center. Equinix reserves the right to remove them.

THE TABLE BELOW SUMMARIZES THE BASIC REQUIREMENTS FOR CUSTOMER HANDCART DELIVERIES

IBX in Multi-Tenant Building IBX in Standalone Building

Shipping Area—Normal Business Hours Hours Varies. View loading dock hours by IBX Mon-Fri, office hours

Smart Hands Required After normal hours, weekends, holidays

Charges for Loading Dock Use Standard Smart Hands rates apply

Only if the customer, staff or contractors performing the delivery do not already have permanent access
Work Visit Ticket Required
established

Exceptions Call the AP NOC for details

Note: Please contact the AP NOC at least 24 hours before the planned delivery so it may be arranged with building management.

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YOUR IBX
DESTINATION HIGHLIGHTS
IMPORTANT TO KNOW
BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
SHIPPING & RECEIVING

Outbound Shipments

If your carrier requires Equinix contact information for the shipment:

Equinix Asia Pacific NOC

+65.6723.8833
ap-noc@ap.equinix.com

The Equinix AP NOC will assist shippers with delivery issues.

For security purposes and proper handling of equipment, all outgoing shipments from an IBX center must be scheduled 24 hours
in advance through the Equinix Services Portal (ESP) https://esp.ap.equinix.com

You must communicate (in writing) any special shipping or packing instructions. You must provide special packaging material if it
is required.

OUTBOUND SHIPMENT POLICIES

1. You are responsible for:
——Scheduling outbound shipments with your designated
carrier
——Paying for all shipping associated fees including retrieval
——Completing all necessary paperwork
——Notifying the carrier that all packages will be shipped to or
retrieved from the IBX loading dock area
2. You will need to ensure that all shipments are clearly labeled
with the company name and full name of company contact.
Unidentified packages will not be accepted.
3. Equinix reserves the right to visually and/or physically inspect
shipments at the IBX loading dock area.
6. Equinix is not responsible or liable for any missing /damaged
equipment which may occur during the packaging or shipment
of your equipment.
7. Upon request, the IBX staff will complete shipping paperwork
for Customers. You must provide the Equinix IBX Operations
with the following:
——Company shipping account number
——Company address associated with the account number—
this will be used as the SHIP FROM address
——Correct SHIP TO address
——Declared value of shipment
——Instructions and any special packing material, if needed

——At the time of Equinix’s inspection of any shipments to or 8. In the case of a Smart Hands request to prepare an outbound
from the IBX centers, Equinix may record serial numbers shipment, you are expected to provide containers and
for equipment valued at US $1,000 or more. packing materials for the equipment to be shipped.

——When packing equipment for shipment, each Customer
should be aware that Equinix personnel will need access
to the serial numbers on the Equipment being shipped,
and should seal boxes after serial numbers are recorded.
4. You are responsible for moving your shipments to and from
the shipping/receiving area and your Licensed Space.
5. If you request Equinix to pack or unpack the shipments and
dispose packing materials, the Customer may do so by using
the Smart Hands service.
——IBX Operations can provide waybills and apply packing
tape to close and stabilize the package.
——Packing materials such as boxes, foam padding and
palates may be saved and offered to you at no extra
charge. These supplies varies by IBX.
9. All carriers (Federal Express, UPS, etc.) must retrieve all
packages from the designated shipping/receiving area.
10. You will be charged for after-hours loading dock / freight
elevator use and access.

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YOUR IBX
DESTINATION HIGHLIGHTS
IMPORTANT TO KNOW
BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
CAGES & SUITES
CLEANLINESS

For Fire Safety, it is essential that we keep a neat, orderly, and ‘combustible-free’ working environment for all customers, vendors and IBX
employees.

Janitorial staff will clean shared areas as necessary. Once a quarter, private cage customers may request a no-charge cleaning of their
private cage floor; a representative of the customer must be present. To request additional cleaning, customers may open a Smart
Hands™ service request through the Equinix Services Portal (ESP) https://esp.ap.equinix.com.

PLEASE REVIEW OUR CAGE CLEANLINESS POLICY HIGHLIGHTED BELOW:

DO: DO NOT:

—— Deposit litter in designated trash receptacles or in appropriate
locations outside the IBX center.
—— Includes any boxes, packing materials and plastics left
from your equipment installation. All of these items may be
brought to the Operations staff and we will dispose of them
for you.
——Store or leave any loose items (including Equipment) inside
or outside of the Customer’s Licensed Space. If Customer
leaves any loose items inside or outside of the Customer’s
Licensed Space, Equinix will notify the Customer. If the
Customer fails to remove or to secure such items within
twenty-four (24) hours of such notice, Equinix may, in
addition to any other remedies, remove such items and
charge Smart Hands rates for such removal.

——If Equinix removes items, IBX staff will temporarily store

items in a safe place for ten (10) days. If the items are empty
cartons or packaging, Equinix may discard such items
instead of storing them.

——If the Customer fails to retrieve items stored by Equinix

during the ten (10) day period, the items will, at Equinix’s
sole discretion, either become the property of Equinix or be
discarded by Equinix at the Customer’s expense.

——Block any exit route or aisle that would create a fire hazard.

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YOUR IBX
DESTINATION HIGHLIGHTS
IMPORTANT TO KNOW
BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
CUSTOMER CONDUCT
POLICIES
Photography Inside IBX Centers

Recording equipment is not permitted within IBX centers with the following exceptions:

——Customers in private cages may submit a written request to photograph their cages and their equipment when they schedule a visit.

Photographs may not be taken in shared cages.

——

——Cellular phones and personal digital assistant that contain cameras may be brought into the facility, but may not be used to take
photographs.

Should anyone be found taking unauthorized photographs, the device’s contents will be erased and that person will be escorted
——

from the premises.

Cameras and other recording devices must still be processed per the 'Camera Policy' and may not be brought into an IBX without proper
permissions and escort. If a customer requests permission to take photos of the IBX, they are required to:

——Sign a non-disclosure agreement that stipulates any photos taken are for internal purposes only, and will not be distributed or used
in public marketing/promotional materials without prior written approval from Equinix; and complete a “Camera Pass Application”.

The lobby security officer will supply both of these forms at the time of the Customer’s arrival, unless your Implementation Manager has
collected the completed NDA and delivered it to the lobby security officer.

An Equinix IBX staff member will take the photographs with the Customer’s equipment and will control the equipment inside the IBX
center.

Smart Hands charges will apply if the Customer is not on-site; there will be no charge if the Customer is on-site while the photos are
being taken on-site.

Asset Tracking

Customers as well as their vendors, contractors, and sub-contractors often bring equipment in and out of the IBX centers through the
lobby.

To protect customers, employees, and visitors property, Equinix has adopted the following ‘Asset Tracking’ procedure:

——Equinix will record the following information for any piece of equipment valued at more than US $1,000 that is transported through
the mantrap. If the value of a component is in question and no purchase receipt is available, it will be appropriately logged.

Description of contents
——

Company name, first, last name, contact number and signature of contact
——

Also to protect Customer assets, equipment removed from an IBX center (that was not brought in by that individual that day) must
——

be listed on the individual's Work Visit Ticket as equipment that may be removed. The description of the item(s) should be clear
enough to identify the equipment, but does NOT need to include serial numbers, etc.

This does NOT apply to Customer Contacts who have been assigned the Remove Equipment role. See Work Visit Policies &
——

Procedures topic

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YOUR IBX
DESTINATION HIGHLIGHTS
IMPORTANT TO KNOW
BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES
WORK VISIT POLICIES &
PROCEDURES
On-site Work Visits

Work visit tickets should be scheduled 24 hours in advance for individuals who need access to the IBX center and who are:

——In need of special assistance and your access permission does not permit it without a notation on your work visit ticket

——IBX Tour – If you would like to have a tour of a facility, please pre-arrange it with your Account Manager or IM. You may also open a
ticket for a tour request through the Equinix Services Portal (ESP).

Your Company Contacts and Roles

Your company’s Primary Point of Contact (PPOC) is responsible for setting up company contacts in the ESP under the Admin section.
The PPOC will need the contact's e-mail address and phone numbers to designate one of the roles below. They will need to assign a
temporary Security Type and Security ID for each contact. Once the new contact has access to the ESP, the new contact should go in
and change their Security Type and ID to one of their own preferences.

——PPOC – Access to the secure web-based Equinix Services Portal (ESP) to schedule all services (shipments, work visits) and order
billable services such as Smart Hands and Cross Connects; and add/delete/modify users on the access list.

——IBX Center Access Only – Requires someone with a higher level of authority to schedule work visits for them if a work visit ticket
is required.

In addition, the PPOC may grant each Customer Contact one or more of the following permissions:

——Physical Access: Self or Enrolled Guest – in addition to their assigned ordering role with customer service, this person has
physical access to the IBX center without a ticket.

——Physical Access: Unenrolled Guest – the PPOC must open a ticket to bring an Unenrolled Guest into the IBX. List all Unenrolled
Guests by name on a Work Visit request form found on the ESP. For security purposes, Unenrolled Guests not identified on the
visit request will not be allowed into the IBX center. Unenrolled Guest must have an Equinix-approved ID and follow all local access
login procedures.

——Remove Equipment – Hardware may be removed from the IBX by this person without a ticket.

——Escalation and Maintenance Level 1 – In the event that Equinix needs to notify customers of emergency or routine situations,
notifications will be sent to this person.

——Shipping Contact – In the event that Equinix needs to contact a customer regarding a shipment, notification will be sent to this
person.

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YOUR IBX
DESTINATION HIGHLIGHTS
IMPORTANT TO KNOW
BK-EN WELHK2 3F3 TT-CL 1203 IBX POLICIES AND PROCEDURES