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Multinet Data Center Support

Department Policy and Procedures
Multinet Data Center Support Emergency Event Notification - SOP

Emergency Event Notification -SOP

SOP Identifier: Version: Effective Date:

DCS-SOP-EEN 1.1 01/05/2014

Author:
Mutayyab Attique
Snr. Network Engineer – Data Center Approved by:

Humayun Mustafa
Head of Transmission & Infrastructure Engineering

Verified by:

Mohsin Tariq
Assistant Manager – Data Center

Document Revision History

Version Number Revision Date Summary of Change Author

1.0 15/07/2013 Final version of draft Nawaz Sharif
1.1 01/05/2014 First revision of document Mutayyab Attique

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Multinet Data Center Support Emergency Event Notification - SOP

Table of Contents
1 SYNOPSIS .................................................................................................................................... 4
2 PURPOSE ..................................................................................................................................... 4
3 APPLICABILITY/SCOPE.................................................................................................................. 4
4 RESPONSIBILITY ........................................................................................................................... 4
5 DESCRIPTION ............................................................................................................................... 4
5.1 Data Center: ..................................................................................................................... 4
5.2 Data Center Infrastructure: ............................................................................................... 4
5.3 Rack: ................................................................................................................................ 4
5.4 Environment Control and Fire Suppression System: ........................................................... 4
6 TYPES OF DATA CENTER EMERGENCIES ........................................................................................ 5
6.1 What is an Emergency Event? ........................................................................................... 5
7 Action Plan for Emergency Events ................................................................................................ 5
7.1 SMS Alert ......................................................................................................................... 5
7.1.1 SMS Format ............................................................................................................. 5
7.1.2 SMS Recipients ....................................................................................................... 5
7.2 Email Notification (Internal Customer) .............................................................................. 6
7.2.1 Format .................................................................................................................... 6
7.2.2 Email Recipients..................................................................................................... 6
Email Notification (External Customer) ......................................................................................... 6
7.2.3 Format .................................................................................................................... 6
7.2.4 Email Recipients..................................................................................................... 7
7.3 Trouble Ticket (TT) ............................................................................................................ 7
7.3.1 Format .................................................................................................................... 7
7.3.2 Recipients ............................................................................................................... 7
8 SUPPORT ..................................................................................................................................... 8

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Multinet Data Center Support Emergency Event Notification - SOP

1 SYNOPSIS

This Standard Operating Procedure deals with procedures to be followed for the Emergency
Event notifications at Multinet Data Center.

2 PURPOSE

The purpose of this Standard Operating Procedure is to lay down the procedures and guidelines
to be followed by Data Center Support Engineer for the emergency event notifications at MPPL
Data Center.

3 APPLICABILITY/SCOPE

The audience of this document are (i) Network Engineer (ii) Senior Network Engineer belonging
to the Network Operations Center (NOC) of Data Center Support.

4 RESPONSIBILITY

It is the responsibility of Engineer on‐duty to ensure that processes laid in this document are
strictly and professionally followed.

5 DESCRIPTION

5.1 Data Center:

The Datacenter is defined as the main equipment room where all the core networking and
switching equipment are collocated. These can be in the form of racks along with the area where
the power supply is placed as well.

5.2 Data Center Infrastructure:

The Data Center constitutes of raised floor and a false ceiling. The cabling and connectivity
between different equipment is done under the raised floor. The Datacenter also contains
cooling units and lighting system.

5.3 Rack:

It is defined as the cabinet which houses passive and active networking equipment inside the
datacenter.

5.4 Environment Control and Fire Suppression System:

The environment control and Fire Suppression System is located inside & outside the datacenter
and it monitors fire, smoke, humidity and dust through different sensors inside the datacenter

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Multinet Data Center Support Emergency Event Notification - SOP

and generates the corresponding alarms.

6 TYPES OF DATA CENTER EMERGENCIES

Any event which causes hindrance/ outage to smooth operations in Data Center operations should
be considered as emergency event. Some examples of the Emergency Event are given below.
 UPS Power Failure or any fault which results in power outage.
 Short Circuit
 Fire due to any reason
 Circuit Breaker Fault
 Any other event resulting in power failure to DC equipment

7 Action Plan for Emergency Events

Shift Engineer must take any of these events on real emergency basis and take actions for
resolving the issue and contact related Vendor for rectification.
In case of any emergency event, it is mandatory for the shift engineer to do the following tasks.
 Send SMS alert.
 Send Email Notification to all DC internal customers.
 Open TT.
 Send Email Notification to all external customers.

7.1 SMS Alert

7.1.1 SMS Format

SMS must be sent to the above mentioned MPPL personnel by following the format given below.

“MPPL DC Support
(01/07/2013 2200 Hrs. PKT)
A circuit breaker of Multinet Lahore Data Center has gone faulty due to which LDC Emerson
Rectifier has faced power outage for 10 minutes. Currently all operations are running smoothly.
Regards
Nawaz Sharif”

7.1.2 SMS Recipients

An SMS notification for Emergency must be sent to the following Multinet Personnel.
 Adnan Asdar Ali
 Tariq Mustafa
 Major Zuberi
 Humayun Mustafa
 Asim Hussain
 Mohsin Tariq

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Multinet Data Center Support Emergency Event Notification - SOP

 Syed Umar
 Shahid Ch.
 KDC HOTLINE
 LDC HOTLINE
 IDC HOTLINE

7.2 Email Notification (Internal Customer)

7.2.1 Format

Email notification format for DC internal customers is given below.

7.2.2 Recipients

An email notification must be sent to all internal DC customers by following standard format
regarding the emergency event, causes of emergency and total outage duration due to this
emergency.

7.3 Email Notification (External Customer)

7.3.1 Format

Email notification format for Data Center External Customers is given below.

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Multinet Data Center Support Emergency Event Notification - SOP

7.3.2 Recipients

An email notification must be sent to all external DC customers by following standard format
regarding the emergency event, causes of emergency and total outage duration due to this
emergency.

7.4 Trouble Ticket (TT)

7.4.1 Format

A TT must be opened by following the format given below.

7.4.2 Recipients

Shift Engineer must open TT for Emergency Event which has to be sent to following recipients:

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Multinet Data Center Support Emergency Event Notification - SOP

 datacenter.support@multinet.com.pk
 admin@multinet.com.pk
 imran.shahid@multinet.com.pk
 shahidch@multinet.com.pk

8 SUPPORT

For any query or other communication the Multinet Data Center Support can be contacted
on the below mentioned contact details:

Hotline (Cell): +92 345 2009070 / +92 345 2009071 / +92 345 2009072
Primary line (PSTN): +92 21 111 021 021 (ext 6151)
Secondary line (PSTN): +92 42 9 920 4440
24x7 Manned Desk: datacenter.support@multinet.com.pk