Our Facility Location Calgary, Canada is an ideal location for our primary data centre because of the absence of natural disasters, and the close proximity to peering points for Europe and US. Additionally, being geographically located on the Calgary metro power grid with multiple carrier fiber runs right outside the front door, this makes the DataHive Calgary data centre the perfect location for your mission critical data. Physical Security The data centre is physically isolated from everyone but DataHive's technicians. Public access is strictly forbidden because our data centre is not open to the public. You can rest assured that only a handful of highly trained DataHive technicians will be allowed within close physical proximity to your server. Customer access to the data centre floor is restricted to those holding pass cards. Furthermore, access to the data centre is restricted by biometric scanners. The data centre is under 24/7 video surveillance internally and externally and the whole facility is monitored by building management for external physical breaches. Sophisticated video management equipment provides seamless live and recorded views of the data centre from any moment in time. Uninterrupted Conditioned Power Power systems in DataHive's data centre are designed to run uninterrupted even in the unlikely event of a total power outage. All servers are fed with conditioned UPS (Uninterruptible Power Supply) power that will run if utility power fails. The UPS power subsystem is N+1 redundant with instantaneous fail over in the case of primary power interruption. A bypass system is in place to take over in the event of scheduled maintenance of the UPS. Backup Power In the event of an extended power outage, a diesel generator can run indefinitely. The generator is regularly tested to ensure that it will continue to function in the event of an emergency. When the power is restored, the generator continues to operate until mains power has been stabilized. Precision Environment DataHive's data centre is meticulously tidy. All air is circulated and filtered every 45 seconds to remove dust and contamination. Liebert environmental control systems ensure the data centre is kept at a constant temperature. The data centre's Liebert HVAC (Heating Ventilation Air Conditioning) system is N+1 redundant to ensure that even in the event of an entire HVAC system failure, there is a backup system on standby to take over. These systems regulate both room temperature and humidity to ensure a cool, static-free environment. We maintain 20 degrees Celsius with 50% humidity all year round. Fire Detection & Suppression An advanced fire suppression system is in place to prevent any fire from spreading, in the unlikely event that one could start. The temperature, humidity and air flow in the data centre are under constant monitoring. Extreme Network The DataHive DSA IP network features a dedicated, redundant backbone network that connects the data centre using multiple high-speed lines. The DataHive network virtually eliminates the risk of a single point of failure. Within the data center, DataHive has implemented a LAN architecture that scales to meet, and usually exceed customers demand for bandwidth. In fact, the DataHive architecture scales in anticipation of customer demand by employing powerful routers that run at gigabit speeds. Connectivity DataHive utilizes connections to multiple backbones to ensure that data reaches the end user in the fastest, most efficient manner possible. The connecting trunks are a combination of Fiber Optic, Copper and Laser line of sight connection. These services are a mixture of Layer 1 to Layer 3. BGP4 Network Diversity Routing Border Gateway Protocol is the inter domain routing protocol designed for the global Internet. DataHive runs the Border Gateway Protocol (BGP4) for best case routing. The BGP4 protocol is a standard that allows for the routing of packets of information sent out from the DataHive network. Each packet of information is evaluated and sent over the best route possible. Because of our redundant network architecture, packets may be sent via alternative routes even if they are being delivered to the same end user. Should one of our providers fail, packets leaving our network are automatically redirected though another route via a different provider. Bandwidth Utilization The DataHive network has plenty of excess capacity, even during peak times. This allows us to accommodate the largest spikes in traffic that are often associated with the most popular web sites. We are always adding network connectivity and new routes in an effort to make sure content is delivered to your users as efficiently as possible. A low bandwidth utilization also allows for maximum uptime, even if one of our providers has an outage. Just another reason to outsource your hosting to DataHive. Guaranteed Packet Delivery DataHive pays our transit IP providers to make sure that packets of information are delivered to the end users. This offers significant advantages over simply peering with the major backbone. Peering agreements rarely include Service Level Agreements (SLA's) so no one is accountable for lost packets at congested exchange points. Because DataHive actually has SLA's with all our transit IP providers we are able to guarantee that all packets will leave our network at full speed. Network Providers We work closely with leading telecommunications companies to build and maintain our world-class network. By monitoring our network and our carrier connections we can see trends developing ahead of time and take steps to keep in sync with demand. Such recent trends include the widespread deployment of end user ADSL, the emergence of Streaming Video, the development of VOIP, the need for customers to have offsite backups and the increased need for security. Keeping up with global trends puts our customers ahead of the rest. Monitoring Our Network Operation Centre uses industry-standard SNMP (Simple Network Management Protocol) and provides round-the-clock monitoring of all hardware, including routers, switches, UPS systems, and servers. The Network Operation Centre also maintains power, environmental factors (such as temperature, humidity), generator status, and network connectivity. All critical services/ports are monitored, including FTP, HTTP, SMTP, HTTPS, SSH and POP3. Carriers DataHive is a carrier neutral facility; this allows our customers to choose the circuit provider that they feel best suits their connectivity requirements. Customers who have existing relationships with specific carriers can now transport their services into DataHive's secure data centre facilities and utilize all the services and features DataHive provides. Now, a complete network move into DataHive facilities is seamless, and an easy reality for network administrators everywhere. Our customers deserve choices for bandwidth and the option for problem free network mobility space. For those clients who do not have a preference, our primary circuit provider is Sprint Canada. Sprint Canada provides reliable Internet connectivity. Our BGP failsafe provider is Envision (Enmax). Method of Payment We accept numerous methods of payment including Visa, Mastercard, American Express, cheque and money orders. With credit card transactions you have instant access to your account at DataHive. However with cheque and money orders, we do need to receive payment before your account is activated. Money Back Guarantee The following list of terms and conditions apply to requests for refund. • Accounts cancelled/terminated for violations of the Acceptable Usage Policy will not qualify for money back guarantee. Example; if a service is cancelled due to spamming violation, it will not qualify. • Software add-ons such as 'Control Panel', 'Cold Fusion' are non-refundable. • Refunds issued to credit cards may take up to 5-10 days. If the refund is unsuccessful due to credit card processing errors (example; you changed your credit card on file) a refund by cheque will be issued. • Refunds by cheque may take up to 2-4 weeks. • If you wish to discontinue your service with DataHive, you may do so. We ask that you contact us directly and advise us of the circumstances and we will endeavor to accommodate you to the best of our ability.