Colt DCS is continuing to carefully monitor the COVID-19 situation

Regular updates related to COVID-19 can be found on this page.

Information is reviewed and updated regularly. If you have a specific question you can not find the answer to, please reach out to your Account Manager or Service and Contract Manager. Alternatively, you can send an email to dcscustomersuccess@colt.net systematically ensure that from simple to more complex solutions, we make our data centres as efficient as possible.

Colt Data Centre Services has a BCP and Senior Management Structure in place to address questions, minimise and mitigate risks.

Colt Data Centres Services operates to the ISO 22301:2019 standard where all identified critical business functions have proven business continuity plans which staff are trained on and the plans are annually reviewed, exercised and/or tested. Colt Data Centre Services;

• Have a dedicated global team of certified Business Continuity professionals.
• Complies with all country government and health authorities’ guidance and instructions.
• Incident Response reviews.
• Co-operates to the industry standard Bronze, Silver and Gold Incident/Crisis management model which is regularly exercised.

The general escalation process relating to Operation and Maintenance of the Data Centre is described in the Operations Manual and should be followed as usual. The latest version of the Operations Manual can be found on the Data Centre Services customer portal.

Our standard operating processes and procedures will be managed as usual but we ask our customers to minimise the amount of activities in our Data Centres to critical works only. We will continue to follow government advice and guidelines on social distancing and hygiene for those on site.

If you have additional questions or concerns please send an email to; dcscustomersuccess@colt.net

The general Colt Data Centre Services Operations Manual can be found on the customer portal.

Colt Data Centre Services is actively monitoring national government and the World Health Organisation for updates and taking appropriate actions.

Colt Data Centre Services has to reduce the risks of our staff being infected while maintaining service to our customers, as of Monday 23rd March 2020 implemented near 100% various Isolated working protocols including, but not limited to:

• Work From Home for all non-operational teams.
• Split Teaming for all operational teams that are required to be on site.
• Gaining local authority permission for field engineers to travel.

Yes, Colt Data Centre Services does have a Pandemic plan. The plan can be found on this page above.

Yes, Colt Data Centre Services operates following the industry standard Bronze, Silver and Gold Incident/Crisis management model which is regularly reviewed and training provided.

Yes, Colt Data Centre Services Crisis Management Team regularly validates the status for each Data Centre.

All risks will be reviewed and acted upon working with local site management and aligned to the advice and restrictions imposed by local government.

Measures that will impact the functionality of Data Centres will be communicated accordingly. The continued operation of the facilities are our priority along with the Health and Safety of our employees, contractors and customers.

The standard incident process will be triggered and the situation responded to accordingly, depending on priority levels.

Currently, on site engineers or remote monitoring is in place for all our sites. We are working with suppliers and partners to ensure we mitigate and have backup solutions in place should an event take place.

We have general EOPS and SOPs in place.

We request our customers and contractors inform Colt Data Centre Services if an employee, or other, undertaking work on your behalf;

• Has visited the Data Centre and is a confirmed COVID-19 case.
• Has been in contact with a confirmed COVID-19 person recently.

After a suspected or confirmed case of COVID-19 having been on site, the procedure for disinfection will be started immediately for shared areas.

Access may be limited or suspended during cleaning and impacted customers will be informed as soon as possible at the time and based on the scenario.

For those we can identify as having been in direct/close contact with the infected individual, will be informed and asked to self-isolate for 14 days.

Colt Data Centre Services has taken preventative measures in order to keep all the Data Centres fully operational.

In unlikely and exceptional circumstances Colt Data Centre Services reserves the right to temporary close the Data Centre Facility to visitors until the disinfection process has been completed and the crisis team provide the approval to release the “closed” status.

Colt Data Centre Services requests and asks for confirmation that anyone coming to site (which should be limited to critical works only) does not have an flu/flu like symptoms, a cough or a high temperature (above 37.5°) nor been in direct contact with someone known to have COVID-19 or symptomatic of the virus.

Yes, we have a list of conditions that need to be met before an engineer can enter the Data Centre:

• The site visit is for a critical task only and limited to the task.
• Standard access procedures are followed.
• No flu or flu-like symptoms, a temperature above 37.5° or a cough or breathing problems.
• No close contact with a person affected by Covid-19 recently (last 10 days) and
• The person has not received a communication from the authorities about close contact with a person infected by COVID-19.

Yes, to minimize the spread of infection, Colt Data Centre Services has taken some protective measures:

• We strongly advise minimising the use of dedicated/exclusive office space (if applicable).
• Social distancing should be observed in all circumstances: distance between persons is a minimum of 2m.

No, under no circumstances can food and drinks be brought into the Data Centre Halls. We strongly advice that engineers leave drinks and food in a locker or their car and will make use of it outside the Data Centre Halls.

Currently, we have minimal levels of engineering staff on site with the appropriate government permissions in place to be there (where applicable) or we have remote monitoring in place for a limited number of sites.

Should restrictions on movement become more severe we will review and communicate accordingly.

The conditions will be assessed based on the circumstances at the time and access will be reviewed according to areas of potential impact. Impacted customers will be advised accordingly.

More generally, we are asking customers to minimise their time at our data centres, limiting activity to critical tasks only. This will help to minimise the risk of cross-infection and enable us to keep the data centre operating normally.

Please follow the standard Access Procedure. We ask for access requests to be raised 24 hours in advance.

However, if you have an urgent/exceptional request please call Direct Dial: +44 (0) 203 003 4584 for Service Support.

Additional cleaning regimes are in place at all our Data Centres with an additional focus on high touch areas such as door handles, push panels, banisters and reception/access areas. Hand sanitiser is available on site.

Yes, all our data centres are equipped with hand sanitiser.

Hand sanitiser can be found at reception desk areas.

Soap and hot water is available in the customer kitchen area and all toilets.

All people entering the Data Centre premises are asked to use the hand sanitiser and observe hygiene recommendations.

Colt Data Centre Services recommends that customers provide their own personal protection means (masks) if required as we cannot guarantee that all sites will be equipped. Adhering to social distancing guidelines and maintaining hygiene levels are recommended as a priority.

In Asia temperatures are being taken of visitors to site. However, this is not fool proof and anyone displaying symptoms of COVID-19 or been in contact with someone known or suspected of being infected should refrain from coming to our site.

All toilets and kitchens in the Colt Data Centre Services Data Centres are equipped with paper towels.

Yes, devices that will be exchanged (keys, badges) will be disinfected after each use.

Yes, but Colt Data Centre Services asks the customer to stop or minimise the deliveries to critical parts only and must be collected within 5 days or they may be destroyed.

In the event you can not stop, delay or collect your delivery within 5 days, you need to let us know and we may be able to store for an additional period under exceptional circumstances and upon management agreement.

Please email dcscustomersuccess@colt.net

Yes, maintenance on critical infrastructure (Power, Cooling, Security systems, fire detection) will continue as planned.

Non-essential maintenance will be postponed in order to enable social distancing recommendations and to allow for an increased level of remote hands services resource. We will continue to assess this as the situation evolves.

Colt Data Centre Services has to reduce the risks of our staff being infected while maintaining service to our customers, as of Monday 23rd March 2020 implemented near 100% various Isolated working protocols including, but not limited to:

• Work From Home for all non-operational teams.
• Split Teaming for all operational teams that are required to be.

Yes, the distribution of fuel to our Data Centres can be maintained.

During a pandemic, Colt Data Centre Services regularly reviews and monitors the resilience of its critical suppliers to anticipate and mitigate risks to reduce any identified business impact in their service to us. Suppliers are requested to confirm whether, or not, their supply chain is heavily reliant on an area that has been impacted by the pandemic and that they have proven contingency plans in place to meet their obligations to Colt Data Centre Services.

Yes, Remote Hands Service will remain operational.

A Remote Hands Service can be requested via the customer portal as per normal process. If you are interested in a subscription for remote hands please contact your Account Manager or Service Manager if applicable.

To limit the number of visitors attending a Data Centre site, we recommend our customer use our Remote Hands Service. We are working very hard to ensure we can continue to fulfil these services in a timely manner, but please note there may be some delay depending on demand at the time and the specific site.

If you are interested in a subscription for Remote Hands Service please contact your Account Manager or Service Manager if applicable.

Colt Data Centre Services strongly recommends minimising the use of dedicated office space (where applicable).

All our Data Centres have at least a minimal level of engineering staff on site or a monitoring and response team in place, to ensure the continued operation of the Data Centre. Should stricter measures come into place we will review and advise customers accordingly whilst adhering to government advice.