Service Level & Reliability Policy

The Service Level & Reliability Policy defines the commitments GridColo makes regarding the availability, stability, and continuity of its colocation services. Customers entrust mission-critical infrastructure to GridColo facilities with the expectation that power, cooling, and connectivity will remain uninterrupted. The objective of this policy is to set forth the standards by which GridColo measures service reliability, communicates performance, and responds to incidents, while also clarifying the customer's role in ensuring their own systems are resilient.

This policy applies to all GridColo colocation services, across all Security Levels (1–4). It covers facility-provided infrastructure — including power distribution, mechanical cooling, physical environment, and connectivity handoffs — but does not extend to the performance of customer-owned hardware or applications. The commitments in this policy apply equally to customers, vendors, and other third parties operating within GridColo facilities.

GridColo is committed to delivering highly reliable colocation environments that meet or exceed industry benchmarks. This includes robust design (N, N+1, or 2N configurations depending on facility tier), disciplined maintenance practices, and real-time monitoring of critical infrastructure. GridColo provides service level commitments (SLAs) on facility availability, while reserving the right to schedule and conduct maintenance in accordance with the Maintenance Coordination Policy. Reliability is a shared responsibility: GridColo provides resilient infrastructure, and customers must design their deployments to take advantage of redundant paths, feeds, and services provided.

GridColo commits to a facility uptime percentage consistent with its design tier. Typical availability commitments are:

• Tier III equivalent facilities: 99.982% annual availability (no more than ~1.6 hours downtime per year).
• Tier IV equivalent facilities: 99.995% annual availability (no more than ~26 minutes downtime per year).

The availability calculation covers critical facility systems: power, cooling, and interconnection to the meet-me room. Availability does not cover disruptions caused by customer equipment failure, customer misconfiguration, force majeure events, or violations of GridColo's policies.

Each customer allocation is provisioned with redundant power feeds where facility design allows. Customers are responsible for connecting their equipment to both feeds to achieve redundancy. GridColo guarantees continuous power delivery to contracted receptacles or breaker positions, backed by UPS and generator systems. Temporary reductions in redundancy due to maintenance will be communicated in advance.

GridColo commits to maintaining environmental conditions within ASHRAE-recommended ranges for temperature and humidity. Customers are expected to operate equipment within these ranges and to cooperate with airflow management requirements (blanking panels, closed cabinet doors, no obstruction of containment). GridColo will maintain sufficient cooling capacity to support contracted loads, including N+1 or better redundancy on chillers, pumps, and air handlers.

GridColo maintains diverse carrier pathways into meet-me rooms (MMRs) and provides secure cross-connects to customer allocations. GridColo is responsible for the physical availability of these cross-connects, but not for upstream carrier network performance beyond the facility demarcation. Customers are encouraged to contract with multiple carriers for resilience.

Critical systems are monitored continuously by GridColo operations staff, with alarms integrated into a central monitoring platform. Customers may also request notifications regarding power or environmental events affecting their allocations. GridColo commits to promptly investigating and remediating alarms to minimize impact.

In the event of an incident, GridColo will:

• Immediately mobilize operations staff to isolate and resolve the issue.
• Notify customers via the customer portal and official communication channels, with updates provided at regular intervals until resolution.
• Conduct root cause analysis (RCA) for significant events, delivering post-incident reports to affected customers.

Customers are expected to report anomalies within their allocations to GridColo Operations promptly so that emerging risks can be identified and addressed.

Scheduled maintenance is necessary to sustain long-term reliability. GridColo conducts maintenance under redundancy whenever possible and communicates potential risks in accordance with the Maintenance Coordination Policy. Temporary reductions in redundancy or protective coverage do not constitute service level violations when properly communicated and managed.

GridColo's reliability commitments exclude disruptions caused by:

• Failures of customer-owned equipment.
• Improper customer use of facility-provided infrastructure (e.g., not utilizing dual power feeds).
• Customer or vendor activities that violate GridColo policies.
• Force majeure events (natural disasters, war, terrorism, regional utility grid collapse).
• Carrier network outages beyond the GridColo demarcation.

Where applicable by contract, GridColo may provide service credits for outages that exceed the availability thresholds defined in individual customer agreements. Credits are applied against future invoices and represent the sole and exclusive remedy for service level shortfalls. Customers must request credits within the timeframe specified in their Master Services Agreement (MSA).

Customers are responsible for:

• Designing equipment deployments to utilize redundant power feeds and cross-connects.
• Maintaining their own hardware, software, and configurations in good working order.
• Cooperating with airflow and containment standards to preserve cooling efficiency.
• Responding promptly to GridColo communications during incidents or maintenance.

GridColo is responsible for:

• Designing and maintaining resilient facility infrastructure.
• Monitoring and responding to critical system alarms.
• Providing transparent communications regarding incidents, maintenance, and availability metrics.
• Continuously improving operational practices based on post-incident reviews and customer feedback.

Customers who believe that GridColo has failed to meet its commitments may escalate concerns through the GridColo service desk, which will investigate and respond. Repeated failures to honor commitments will be addressed through contractual remedies as specified in customer agreements.

This policy is effective upon publication and remains in force until replaced. GridColo reserves the right to amend this policy to reflect evolving industry standards, technological improvements, or regulatory requirements. Customers will be notified of substantive updates through the customer portal and official notices.