EPSILON GLOBAL HUBS WELCOME PACK Singapore: New Tech Park
UPDATE: OCT 2018
CONTENT 3
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23
Welcome TO EPSILON
Personal Protective Equipment
Work Situations Young Persons Reporting of Accidents
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19
What We Offer
Work Situations
Occurrences
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20
24
Access To Epsilon Global Hubs
Work Situations
Fire And Emergency Procedures
Data Centre
Tools and Equipment
Fire Exits
Parking
Power Tools
Evacuation
Loading Bay
Cartridge Operated Tools
Access and Egress
Signing In/Out
Moving Machinery
Fire Detection and Alarms
Access
Hot Works
Fire Extinguishers and Fire Integrity
Hours Of Availability
Ladders, Working At Height
Emergency Control Procedures
6
21
25
Authorized Access List
Work Situations
Procedure For Egh
Stepladders should be fully extended before use
14 Technical Support REMOTE HANDS SERVICE
15 Data Centre
Cradles, Hoists and Safety Harnesses Safety Signs and Barriers Protection of Surfaces
Reporting of Injuries And Dangerous First Aid
Fire Safety Awareness
26 Shipment Shipping of Documents & Packages
Floor Loading Warning of Danger
22 Work Situations
27 Shipment Delivery & Elevator Key Contacts
Working in Confined Spaces
16 Use Of Data Centre Facility
Working Alone
28 CONTACT US
17 Floor Rules And Regulations
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WELCOME TO EPSILON Thank you for choosing Epsilon Global Hubs (EGH) for your enhanced collocation needs. We are committed to exceeding your service and support expectations. This handbook outlines Epsilon Global Hub’s basic responsibilities regarding delivery of service to you and defines our expectations regarding the proper use of our collocation facility and associated services by our customers. Our desire to provide secure and reliable collocation service is dependent upon the combined efforts of Epsilon Global Hub’s staff and our customers, with respect to following defined operating procedures. We encourage all customers to familiarize themselves with this information and we welcome any questions regarding its content.
what we offer
Rapid time-to-market in the networking space
Proven capabilities in serving data Centre operators
Local presence in data centre hubs around the world
A dedicated team of infrastructure experts
24x7x365 support across five continents
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Access to Epsilon Global Hubs Data Centre PARKING There are available parking spaces at the building ground floor and level 3 carpark for our customers on a first come first serve basis.
LOADING BAY The loading bay is available at the building. It is located at the side of the building at ground floor level, Cargo lift B, lift #17 and #18. Any courier moving heavy equipment will have to provide their own lifting gear and are responsible for delivery to level 6 where the Data Centre is located.
SIGNING IN/OUT All visitors to Epsilon Global Hubs Singapore must sign in at the level 6 security reception. Visitors must provide a valid Infiny Access Code and a valid government issued picture ID (i.e. Driver’s License) to verify identification against the customers defined by our Infiny Portal. Validated visitors will be issued with a temporary access card for the duration of their visit and will be allowed to enter the colocation area. Customers who would like to to open their racks during the visit will be escorted by the security officer up to their rack(s). All access cards must be returned to the security reception at the end of each visit.
ACCESS & AVAILABILITY Epsilon Global Hubs customers may physically access their equipment 24 hours a day, 7 days a week via Infiny portal to obtain an Infiny Access Codes.
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AUTHORISED ACCESS LIST PROCEDUREÂ In order to gain access to your racks/equipments at Epsilon Global Hubs, visitors are required to provide a Unique Access Code. Note that legacy HEAT numbers will no longer be accepted as access codes. Access will be denied to those who do not have an Infiny Access Code. In the step-by-step guide below, you will learn how to manage your access request via our Infiny by Epsilon portal. 1. LOG IN TO INFINY PORTAL Log in to the portal at www.infiny.cloud using your account credentials.
If you have not registered and received your Infiny login credentials, kindly contact your Epsilon Account Manager.
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2. REQUEST ACCESS VIA INFINY This will bring you to the portal dashboard. 1. Select ‘Datacentre Access’.
2. This brings you to the dashboard, providing you with an overview of all requests information as shown below.
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3. Click ‘New Access Request’ and complete the necessary details. 4. Request an access on behalf of your colleague/engineer (only if they’re on the list) by clicking ‘Someone else’, then select the user from the drop down menu. 5. Click ‘Confirm access request’ to finalise the set up. 3
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6. A pop-up box will appear to confirm your request.
Please Note Epsilon’s SMC is unable to request access on your behalf from the Infiny platform. Access can only be approved based on the security access code shared.
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3. VIEW ACCESS REQUEST VIA THE PORTAL 1. To view the requests made, click on ‘View Access Request’ 2. A dot will appear in the calendar on your requested date if access has been granted. 3. Filter your request either by Datacentres you’re subscribed to, Statuses, or Types of requests to narrow your search. 4. Click on ‘Visit Details’ to view your access request details.
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5. A pop-up box with a summary of your request will appear. Check that an access code has been provided. You’ll be required to provide the code given on the day of your visit.
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4. CANEL ACCESS REQUEST VIA THE PORTAL 1. To cancel access, simply click on the button in the user’s detail.
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2. A pop-up box will appear. You need to fill in the ‘Cancellation reason’ and click ‘Cancel request’.
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Once confirmed, a notification message will appear: Please Note Access will be refused to all individuals without a valid Reference Ticket number
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5. CREATE A USER PROFILE (ACCESS LIST HOLDER ONLY)
As a Access List Holder, you will need to create Users for your colleagues/engineers. 1. To get started, on the top right of the window, select your profile to see the drop down menu 2. Select ‘User Accounts’ to add/create users 1
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3. Click ‘Add new user’ 3
4. Upload user’s photo and complete user’s details
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1.
Tick the relevant boxes if you wish the user to receive any notification emails.
2. Access Rights will provide you details when you highlight the options. We encourage you to use Access Rights a. Admin : List Owners and to create Projects for others.
Full access to all features in portal, as well as manage & create user accounts.
To enable this, move the toggle to ‘Admin’, then select ‘Add new user account’.
Once all users and their permission are added, they will receive a confirmation email. 6a
6b
b. Custom : Request DC Access for Engineers and others.
Engineers – Access to Datacentre and to able to create themselves and others.
To enable this, select ‘Datacentre Access Requests’ under ‘Write’ for
engineers/normal users and then select ‘Add new user account’.
Once all users and their permission are added, they will receive a
confirmation email.
6b
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6. EDIT / DELETE A USER PROFILE (ACCESS LIST HOLDER ONLY)
1. Click on your profile Icon 2. Click ‘User Account’ 3. Select the User you which to edit/delete and click ‘Edit User’ 4. To edit or amend profile, click ‘Update user account’ 5. To delete the profile, click ‘Delete user account’
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technical support Epsilon Global Hubs Service Management Centre (SMC) is available 24 hours a day, 7 days a week and is responsible for monitoring the security and overall operation of the Data Centre facility. This includes responding to network monitoring alerts, site access requests and other support requests initiated by customers either in person, via telephone or e-mail. Customer representatives who have been authorized to make phone/e-mail requests specific to the collocated equipment may log a request at any time. Service Management Centre (SMC) Phone
: +44 20 3370 3555 +65 6813 4055
: support-smc@epsilontel.com
remote hands Service Epsilon will undertake such task as required by the client and in accordance to the agreed scope of works. The Remote hands Services are available on short notice but require reasonable planning time in advance depending on the scale of the project or works. The following tasks are part of the RH offering but additional services are available subject to agreement with Epsilon. • Cabling and patching • Labeling • Loopback testing • Installation of cards and equipment • Installation of power supplies
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data centre Customers and their authorized administrators must adhere to all operating, security and safety measures established by Epsilon Global Hubs as set forth and in other related service agreements which prohibits: •
Misuse or abuse of any property or equipment of Epsilon Global Hubs or third party
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Unauthorized use of or interference with all property or equipment that belongs to another Epsilon Global Hubs customer
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Harassment of any individual, including Epsilon Global Hubs personnel and authorized administrators of other Epsilon Global Hubs customers
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Engaging in any activity that is in violation of the law or aids or assists any criminal activity while in an Epsilon Global Hubs facility or in connection with the Data Centre Services provided
It is each customer’s responsibility to keep their colocation area clean and free of debris and refuse. Customers shall not, unless otherwise agreed to in writing by Epsilon Global Hubs engage in or do any of the following: •
Place any 3rd party power apparatus including power strips or extension cords in a colocation area that has not been identified to and authorized by Epsilon Global Hubs.
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Store any paper products or other combustible materials of any kind in the colocation area. Equipment manuals must be stored away from all power sources.
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Take pictures with any cell phone enabled with a camera in our offices or our colocation facility.
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Bring any prohibited material, as defined below, into the Epsilon Global Hubs facility. “Prohibited Materials” include, but are not limited to the following: • Food or beverages • Explosives or weapons • Hazardous materials • Alcohol, illegal drugs or other intoxicants • Electro-magnetic devices that could unreasonably interfere with computer and telecommunications equipment
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use of data centre facility Unless specifically contracted to Epsilon Global Hubs, customers are responsible for the provisioning, maintenance, repair and service functions of customer owned equipment. Each piece of equipment installed in a customer cabinet must be clearly labelled. Each connection to and from a piece of customer equipment should be labelled.
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floor rules & regulations In order to maintain the appearance and integrity of the Epsilon Global hubs facility it is necessary to set and post guidelines. We ask that you please read and follow them so that we can strive to maintain this first class facility. 1. All access on the floor of Epsilon Global Hubs must be authorized, and will be limited to Customer’s Equipment Space. 2. After Epsilon Global Hubs accepts the Service Order, the Epsilon Sales Support Team will contact the Customer to get the Admin Users for our Infiny Access Portal. The Customer will be able to manage the portal by adding and removing staff and setting up different levels of access rights to the Customer Equipment. 3. Access cards may not be “loaned” to anyone else. It has to be visible at all times. 4. Due to limited amount of temporary storage space outside the Customer’s Equipment Space, customer equipment delivered to the facility may only be stored for a limited period. This is covered in Shipping and Receiving procedures. 5. Hazardous materials may not be stored in Customer’s Equipment Space. 6. Epsilon Global Hubs will handle all connections to the power infrastructure. The customer may only plug in to the outlets within Customer’s Equipment Space. 7. Food and beverages are strictly forbidden on the floor.
11. All staged equipment needs to be placed on some form of floor protection i.e. Masonite or pressboard. 12. Please do not block the hallways, elevators or other public spaces or use them for purposes other than travelling to or from the premises. 13. Please do not use plumbing fixtures and toilet facilities for other than intended purposes. 14. Please do not alter the exterior appearance of cabinets or cages by installing signs, advertisements without prior written permission. 15. Please do not drill in the wall or floor of the Epsilon Global Hubs facility. You can make a request through Epsilon Global Hubs for these types of installations. 16. CCTV is in operation for the security of customer equipment and the safety of personnel working on the floor. 17. Damage to the floor may be charged against the customer. 18. Please dispose of all waste materials in the bins provided within the facility. 19. Please adhere to all safety warnings, both visual and audible.
8. Smoking inside the building is prohibited. 9. Please do not drag equipment over the floor. Please use a transportation device with rubber wheels. 10. No steel wheel pallet jacks are allowed on the raised floor unless adequate protection (Masonite or Pressboards) is in place to protect the floor.
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personal protective equipment Personal protective equipment (PPE) is required in certain areas or if works involve the use of hazardous materials or substances. The type of PPE required will be determined after a risk assessment that takes into consideration the degree of exposure to the potential hazard. Examples of work types requiring PPE are set out below. Epsilon does not provide PPE for customer or contractor use. Customers/Contractors are responsible for ensuring all personnel undertaking work in their technical space are supplied with the appropriate PPE.
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work situations WORK SITUATION
MINIMUM PROTECTION
All work environment
Fully enclosed footwear
All work environments where equipment or materials are being moved
Steel-capped safety boots
Drilling, grinding, cutting, planning, sanding, sawing, mowing, chopping etc
Safety glasses/goggles, safety gloves, ear muffs, steel-capped boots
Welding, brazing, soldering
Suitably rated safety glasses/goggles, protective fire resistant clothing, gloves
Painting
Safety glasses/goggles, overalls
Using chemicals
Safety glasses/goggles, gloves, protective clothing
Environments with airborne biohazards (eg. cooling towers)
Safety glasses/goggles, gloves, protective clothing, respirators
Live electrical work
Safety glasses/goggles, protective clothing (ankle to wrist), insulated gloves
Working at heights over the legislative minimum
Safety harness
Working below others, or in a space where head- height is restricted
Hardhat
Working outdoors
Sun protection
Working in air streams or on filter media
Safety glasses/goggles
Dusty environments
Safety glasses/googles, respirator
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TOOLS AND EQUIPMENT All tools and equipment brought onto an Epsilon Global Hubs meet all statutory safety requirements.
POWER TOOLS All power tools must be tested in accordance with local statutory requirements and are subject to examination and approval, including presentation of relevant test certificates if required by Epsilon. Explosive power tools (ramset guns etc.) must not be used at Epsilon Global Hubs. Equipment that is likely to produce vibrations in the building structure, raised access floor structure or equipment must not be used unless with prior approval. When using power tools, care must be taken to ensure that extension leads are routed so as to eliminate the hazard of tripping.
CARTRIDGE OPERATED TOOLS Cartridge operated tools must not be used at Epsilon Global Hubs without Epsilon’s prior approval. Operators of these tools must be in possession of valid certificates of competence.
MOVING MACHINERY Epsilon must be notified of any proposed work above, below or adjacent to moving plant or machinery.
HOT WORKS Epsilon must be notified and permission granted before any hot work is carried out. Automatic fire detection equipment and alarms in the vicinity of the work must be isolated.
LADDERS, WORKING AT HEIGHT Any scaffolding or working platforms erected over the local regulatory height from the ground must be fully boarded and provided with handrails and toe boards. All scaffolding is to be erected in accordance with regulatory requirements. Only appropriately qualified personnel may erect, alter or remove scaffolding or working platforms erected above the required regulatory height. Ladders must be used in a safe manner. Where possible hand holds or securing points should be used. Ladders must be footed on a firm surface.
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Stepladders should be fully extended before use Metal ladders must not be used for carrying out any electrical work or when working on electrical equipment. Scaffolding platforms and ladders must be of suitable construction and free from defect. Equipment and materials must be lowered to the ground in a controlled way and not thrown or dropped to the floor.
CRADLES, HOISTS AND SAFETY HARNESSES Safety harnesses are required at all times when working from cradles and outside hoists. The harness must be anchored to the cradle or hoist before entry. A safety harness must be used when working from open windows or outside ledges. The harness must be anchored to approved eyebolts or restraining wires.
SAFETY SIGNS AND BARRIERS Where any works may endanger or hinder Personnel during the course of their normal duties, warning and/or safety signs must be erected for the duration of the works. Where access through or over an area presents a risk, safety barriers must be erected while the risk exists. If an area is going to be unattended by those performing the work, or is poorly lit or accessible to persons not normally working in the area, the barriers must restrict access to the area without the use of a key or tool.
PROTECTION OF SURFACES Personnel must take every precaution to protect the areas and surfaces around where work is being performed.
FLOOR LOADING The loading capacity of floors should be checked prior to moving or placing any equipment or materials weighing more than 100kg. Where necessary, load spreaders should be used. In all cases, Epsilon must be notified and permission granted if heavy equipment is to be moved within the Data Centre.
WARNING OF DANGER Care must be taken at all times to protect Personnel (and their property) from danger and damage. Any circumstances that may give rise to increased risk of damage to property or to increase in danger to Personnel must be reported immediately to Epsilon.
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WORKING IN CONFINED SPACES All Personnel must be aware of the requirements for working within confined spaces. A confined space is an enclosed or partially enclosed space which: • Is at atmospheric pressure during occupancy • Is not intended or designed primarily as a place of work • May have restricted means of entry and exit • Has an internal configuration that may restrict the entrant to be trapped or asphyxiated • May have an atmosphere which contains potentially harmful levels of contaminant • May not have a safe oxygen level • Contains a material that has the potential to engulf the entrant A confined space may include, but is not limited to, the following: • Storage tanks, tank cars, process vessels, boilers, pressure vessels, silos and other tank- like compartments • Open-topped spaces • Pipes, sewers, shafts, ducts, risers and similar structures • Any spaces entered through a small hatchway or access point; cargo tanks; cellular double bottom tanks; duct keels, diesel and oil tanks, and void spaces Entry to confined spaces must only be made in accordance with statutory regulations. In general, a person is within an enclosed space when his/her upper body or head has intentionally passed through the opening of the confined space. Prior to commencing work it may be necessary to check the air within a confined space to ensure that it is free from both toxic and flammable vapors and that it is fit to breathe. Testing should be carried out by a competent person using a suitable gas detector, which is correctly calibrated. Where the risk assessment indicates that conditions may change, or as a further precaution, continuous monitoring of the air may be necessary.
Working Alone When work is to be performed alone, Personnel must notify the nominated Epsilon representative of the carrying out of the works, both prior to, and on completion, of the work being performed. It if NOT PERMITTED for anyone to work alone on electrical equipment or rotating machinery.
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YOUNG PERSONS Persons under the age of 18 are not permitted entry to any Epsilon data centre unless accompanied and supervised by a suitably qualified person over the age of 18. At no time are persons under the age of 18 to be left unsupervised within any area of an Epsilon Global Hubs. A separate risk assessment must be provided to Epsilon in respect of any person under the age of 18 that is proposed to enter a technical space or infrastructure area prior to the arrival of that person at the Data Centre.
REPORTING OF ACCIDENTS All accidents must be reported immediately to Epsilon. All accidents and “near misses” must be entered into the “Site Accident Book” maintained by Epsilon. All accidents entered into the Site Accident Book will be reviewed on a regular basis by Epsilon to identify trends and possible preventive action. The Site Accident Book needs to be completed as soon as reasonably practicable following the accident.
REPORTING OF INJURIES AND DANGEROUS OCCURRENCES In the event that any person (including a visitor) suffers an accident arising out of or in connection with work or other operation at the data centre, or where there is a dangerous occurrence, the person in charge must notify Epsilon immediately.
FIRST AID First aid boxes are located at the EGH reception. In the event of any incident or accident, Epsilon’s security officer should be contacted. In the event of a serious injury, Epsilon’s security officer will contact the relevant emergency services.
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FIRE AND EMERGENCY PROCEDURES FIRE EXITS All Personnel must be aware of the fire exit plans provided in all EGH corridors. Fire wardens are available in the event of fire drills and real fire situation. Further information can be requested from Epsilon SMC.
EVACUATION Evacuation procedures can be obtained from EGH reception. The means of escape from the data centre must be maintained at all times so that Personnel may leave the premises in a safe and efficient manner should the need arises. Any work that impacts on the escape routes must be planned effectively. Sufficient precautions must be taken to maintain maximum access. Materials or equipment must not be left in lift lobbies or on fire escape routes at any time.
ACCESS AND EGRESS Fire doors and access doors must not be left open or prevented from closing fully. Closed doors are necessary to preserve the proper air conditioning environment, maintain the integrity of the fire system and/or maintain security. Security doors must be kept closed at all times without the prior approval from Epsilon.
FIRE DETECTION AND ALARMS Interference with the wiring and other elements of the fire protection, detection and alarm system is prohibited. Requests for isolation of such equipment must be made to Epsilon facilities team. The raising of false alarms must be avoided. The cost of attending to or repairing false alarms on the fire system caused by Personnel will be charged to the relevant customer or contractor.
FIRE EXTINGUISHERS AND FIRE INTEGRITY Removal of fire extinguishers from their location point is strictly prohibited unless for the purposes  f firefighting. If a fire extinguisher is required for safety reasons in connection with on-going work, it must be provided by the persons undertaking the work. Where fire barriers have been removed to carry out work, they must be replaced on the completion of work or at the end of each working day, whichever arises first.
EMERGENCY CONTROL PROCEDURES In the event of an emergency - such as a fire, bomb threat or civil disorder - Epsilon staff will take control of evacuation from the data centre. Under these circumstances, instructions issued by these officials must be followed without question. Further information on evacuation procedures is available at each Epsilon data centre or by contacting Service Management Centre.
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shipment Epsilon Global Hubs offers its customers a small staging area where equipment can be stored for a maximum of 2 week free of charge. SHIPPING OF DOCUMENTS & PACKAGES All documents and small packages using domestic mail services should be addressed to Epsilon Global Hubs. Package mail, such as FedEx packages, UPS deliveries, and from all other package mail carriers should be addressed to (If this is not present shipment will be refused): Epsilon Global Hubs - SINGAPORE co Company Name (IMPORTANT) Customer name: Colo:
Rack:
151 Lorong Chuan, #06-02 New Tech Park, Singapore 556741
When sending documents & packages you will need to email: support-smc@epsilontel.com logistics@epsilontel.com egh.security@epsilontel.com Stating the details below: • Customer details • Dimensions and weight • No of boxes • Tracking Number
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DELIVERY & ELEVATOR Passenger elevators were designed solely for transporting building tenants and their guests to and from their offices. For this reason, all deliveries are restricted to the loading bay. Delivery will ONLY be accepted during normal working hours, 08:00 to 18:00 (Monday to Friday).
KEY CONTACTS Technical Support (for Data Centre only) Available 24 hours a day, 7 days a week. Service Management Centre (SMC) Phone
: +44 20 3370 3555 / 3556 / +65 65926856
For fault support : support-smc@epsilontel.com Website
: www.epsilontel.com
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CONTACT US GENERAL ENQUIRIES
GLOBAL OFFICES
APAC EurOPE MiddLE EAsT usA
: +65 6813 4020 : +44 207 096 9600 : +971 4375 0299 : +1 516 888 7818
siNgAPOrE New Tech Park, #06-01A, Lobby A 151 Lorong Chuan Singapore 556741
: info@epsilontel.com
uNiTEd KiNgdOM Telephone House 69-77 Paul Street EC2A 4NW, London
SERVICE MANAGEMENT CENTRE For fault support : support-smc@epsilontel.com For requests
: request-smc@epsilontel.com
Tel
: +65 6592 6856 : +65 6813 4055 : +44 20 3370 3555 : +44 20 3370 3556 : +1 631 623 8020
uNiTEd sTATEs Of AMEriCA 1025 Old Country Road #421, Westbury, NY 11590 United States of America uNiTEd ArAb EMirATEs Level 14, Boulevard Plaza Tower 1 Sheikh Mohammed Bin Rashid Boulevard Downtown Dubai United Arab Emirates
Disclaimer: This handbook is for general information only. All information regarding Epsilon’s products can be withdrawn or changed without notice. Whilst every care has been taken in producing the information contained in this handbook, Epsilon does not guarantee the accuracy of the information. Epsilon shall not be responsible for any loss, damage, cost or expense incurred by the customer as a result of any error, omission or misrepresentation in relation to this handbook. 28 | EPSILON GLOBAL HUBS WELCOME PACK UPDATE: JAN 2018
info@epsilontel.com www.epsilontel.com