feat: added colocation and refined network / vpc

Author: Wouter0100

colocation/docs/description.md

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+---
+title: Service Description - Colocation
+---
+# Colocation / Service Description
+The Colocation service provides a secure and reliable environment for customers to house their own physical server hardware. Customers can lease space in units within CBWS's shared, enterprise-grade colocation racks located in data center facilities operated by our trusted datacenter partners.
+
+## Service Overview
+
+This service allows you to deploy your servers and equipment in facilities offering robust power, cooling, and physical security. CBWS manages your colocation service within these high-quality data centers operated by our partners. It's an ideal solution for businesses requiring control over their hardware while leveraging purpose-built data center infrastructure.
+
+The Colocation service is supported in the following Availability Zones, hosted within facilities managed by our datacenter partners:
+
+- **Region nl-ein**
+    - nl-ein-1 (NorthC Eindhoven 1)
+
+## Key Features
+
+* **Rack Space:** Secure space provided in Rack Units (U) within shared CBWS colocation cabinets. Customers lease space on a per-U basis according to their requirements.
+* **Power:** Redundant A and B power feeds supplied to the rack, part of the partner-operated data center facility, designed for connection to customer equipment with dual power supplies.
+* **Cooling:** Precision environmental control systems maintain optimal temperature and humidity for server operation within the partner-operated data center facility.
+* **Physical Security:** The data center facilities, operated by our datacenter partners, feature 24/7 security personnel, CCTV surveillance, and multi-layered access controls.
+* **Connectivity Options:** The Colocation service can be combined with CBWS networking services like [Public Network service](/network/description) and [Virtual Private Cloud (VPC) service](./vpc.md) to provide connectivity for your equipment (these are separate services with their own terms).
+* **Remote Hands Support:** CBWS offers Remote Hands services for on-site assistance with your equipment (see details below).
+
+## Service Level Agreement (SLA)
+
+The Colocation service for Power and Cooling is covered by a specific Service Level Agreement, which includes a 99.99% uptime target for these components.
+
+For full details on these uptime targets, claim processes, remedies, and specific conditions, please refer to the [Colocation Service - Service Level Agreement](./colocation-sla.md).
+
+## Facility Access
+
+* **24/7 Availability:** Customers can request access to their colocated equipment 24 hours a day, 7 days a week.
+* **Supervised Access:** All access to the data center floor and colocation racks is supervised for security purposes, adhering to the procedures of both CBWS and our datacenter partners.
+* **Access Protocol:**
+    * Access should preferably be scheduled by making an appointment with CBWS personnel during standard business hours. CBWS will coordinate this access with the datacenter partner.
+    * For urgent access outside business hours or when CBWS personnel are not immediately available, access can be arranged and will be supervised by the on-site data center security officers (personnel of our datacenter partner), following established security procedures. Valid identification and prior authorization, coordinated via CBWS, are required.
+
+## Additional Services
+
+### Remote Hands
+CBWS offers Remote Hands services to assist with tasks on your colocated equipment. This service is available at a fee.
+
+* **Services Typically Include:** Common tasks such as power cycling equipment, checking physical port status or LED indicators, connecting or disconnecting pre-labelled cables, reporting on visual observations, and other basic manual interventions as agreed upon.
+* **Options and Scheduling:**
+    * **Planned Remote Hands:** Must be scheduled in advance with CBWS during standard office hours (Monday to Friday, 09:00 - 17:00 CET/CEST).
+    * **Emergency Remote Hands (during CBWS office hours):** Available during standard CBWS office hours (Monday to Friday, 09:00 - 17:00 CET/CEST).
+    * **Emergency Remote Hands (outside CBWS office hours)**
+
+To request Remote Hands services, please contact CBWS support. All work is performed under your specific direction and responsibility.
+
+## Responsibilities
+
+### Customer
+
+* Provisioning, installation, and maintenance of their own server hardware, software, and any internal cabling within their allocated rack space.
+* Ensuring their equipment is compatible with standard 19-inch racks and suitable for a data center environment, airflow is front-to-back and proper rails are provided.
+* Adherence to CBWS policies and the specific facility policies of our datacenter partners.
+* For SLA validity on power, connecting equipment with redundant power supplies to both A and B power feeds is required.
+
+### CBWS
+
+* Providing the agreed-upon rack space for customer equipment.
+* Ensuring the delivery of power and cooling to the customer's allocated space, as provided by our datacenter partners, according to the service agreement and SLA.
+* Coordinating with datacenter partners to uphold the physical security of the data center facility environment where CBWS racks are located.
+* Serving as the primary point of contact for service-related inquiries, including the coordination of facility access and remote hands.
+* Managing the SLA for the Colocation service components (Power and Cooling) as delivered through our datacenter partners.

colocation/docs/sla.md

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+---
+title: Service Level Agreement - Colocation 
+---
+# Colocation / SLA
+
+This document outlines the Service Level Agreement (SLA) specific to the CBWS Colocation service. This SLA is effective from the delivery date of the Colocation service and remains in effect as long as the service is supplied by CBWS to the customer.
+
+This SLA specifically covers the availability of Power and Cooling provided as part of the Colocation service.
+
+## Availability Target
+
+CBWS commits to the following availability targets for the core infrastructure components of the Colocation service, calculated by CBWS on a calendar month basis (considering the total number of minutes in that month) based on measurements provided by our datacenter partner:
+
+* **Power Availability:** 99.99% uptime, measured per rack in which the customer's allocated rack space resides.
+* **Cooling Availability:** 99.99% uptime, measured per data hall or designated cooling zone within the Availability Zone.
+
+### SLA Prerequisites for Power Availability
+To be eligible for the Power Availability SLA, customer equipment **must** be correctly connected to, and able to draw power from, **both** the A and B power feeds provided by CBWS. This requires customer equipment to have redundant power supplies. If equipment is not demonstrably connected to and utilizing both A and B power feeds, the Power Availability SLA will not apply.
+
+## Downtime Measurement
+
+Downtime measurement for both Power and Cooling is based on data from the monitoring systems operated by our datacenter partner at the facility, which is then verified by CBWS.
+
+* **Power Downtime:** Power Downtime, for SLA purposes, is registered if there is a simultaneous loss of electrical power on **both** the A and B power feeds to the customer's allocated rack space. This applies to failures affecting the power delivery up to the customer's outlets, unless such failures are covered by an exclusion in this SLA. Each minute of such verified downtime contributes to the monthly Power Availability calculation per rack.
+* **Cooling Downtime:** Cooling Downtime is registered if the ambient temperature or other critical environmental parameters within the data hall area housing the customer's rack deviate from the agreed operational range (as specified in service documentation or industry standards for data centers) for a sustained period, unless such deviations are covered by an exclusion in this SLA. Each minute of such verified deviation contributes to the monthly Cooling Availability calculation per hall/zone.
+
+## SLA Claim Process
+
+* **Customer Responsibility:** Customers are responsible for monitoring their own equipment and identifying potential downtime for Power or Cooling that may qualify for an SLA claim. CBWS does not proactively issue SLA credits or report on general SLA adherence for individual customer services.
+* **Initiating a Claim:** To make an SLA claim related to Power or Cooling availability, the customer must open a support ticket with CBWS through the official support channels (e.g., by emailing support@cbws.nl).
+* **Claim Deadline:** The support ticket detailing the experienced downtime (including specific component affected - Power or Cooling, times, affected equipment, and services) must be submitted **after** the calendar month in which the downtime occurred, and no later than **14 calendar days following the end of that month**. Claims submitted outside this period will not be eligible for remedies under this SLA.
+* **Verification:** All SLA claims will be verified against CBWS's records and the monitoring data provided by our datacenter partner.
+
+## Remedies for Non-Achievement
+
+In the event the 99.99% availability target for either Power or Cooling (as measured per rack or per hall/zone respectively) is not met in a given calendar month for the Colocation service in an Availability Zone, customers are entitled to Service Credits as detailed below.
+
+Additionally, CBWS addresses service improvement as follows:
+
+1.  **Reason For Outage (RFO):** Following a verified SLA breach, CBWS may provide the customer with a Reason For Outage (RFO) statement detailing the cause of the service unavailability. This RFO will outline a plan to improve service stability and prevent future occurrences.
+2.  **Service Credits (Compensation):**
+    * **Eligibility:** If the Power Availability (per rack) or Cooling Availability (per hall/zone) for the Colocation service experiences a total downtime exceeding 0.01% of the total minutes in a calendar month (meaning the 99.99% uptime target for that specific component was not met), the customer is eligible to request service credits.
+    * **Credit Amount:** Eligible compensation is 10% of the monthly fees paid for the specifically affected Colocation service (i.e., the fee for the rack space/unit impacted by the failure of the specific component) in the impacted AZ for that month, with a maximum at €1,000.00 per month.
+    * **Application of Credits:** Approved service credits will be applied on the customer's next monthly invoice, deducting from the total amount payable for the services.
+    * Service credits are the sole and exclusive monetary remedy for any failure by CBWS to meet the availability targets for Power or Cooling.
+
+## Exclusions
+
+This SLA for the Colocation service (Power and Cooling) does not apply to any unavailability, suspension, or termination of service performance for these components:
+
+* That results from a suspension described in the CBWS Terms of Service.
+* Caused by factors outside of CBWS's or its datacenter partner's reasonable control, including any force majeure event.
+* That results from any actions or inactions of the customer or any third party acting on the customer's behalf, including but not limited to:
+    * Failure to connect equipment to both A and B power feeds as per the "SLA Prerequisites for Power Availability".
+    * Customer equipment exceeding allocated power draw limits or causing electrical faults.
+    * Misconfiguration or failure of customer-owned equipment (servers, internal PDUs, etc.), including failure of customer's redundant power supplies when one power feed remains active.
+    * Customer-induced obstructions to airflow or other actions adversely impacting the local operating environment.
+* That results from any scheduled maintenance communicated in advance by CBWS or its datacenter partner.
+* Power interruptions affecting single-corded customer equipment, as such equipment cannot natively meet the Power Availability SLA prerequisite requiring connection to both A and B power feeds.
+
+### Customer Support
+Support requests can be made via:
+
+* **Email:** support@cbws.nl
+* **Phone:** +31 (0)85 743 0374
+
+Operating hours are Monday to Friday, 09:00 - 17:00 (CET/CEST). Email requests are responded to within 24 hours of receipt during these times (this reaction time is an effort obligation). Phone support is available during operating hours.
+
+## Concluding Terms
+
+These terms define the Service Level Agreement specifically for Power and Cooling aspects of the CBWS Colocation service. The general CBWS Terms of Service also apply to the use of all CBWS services and govern aspects not explicitly covered in this SLA.

colocation/mkdocs.yml

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+site_name: colocation
+theme:
+  name: material
+
+nav:
+  - Service Description: "description.md"
+  - Service Level Agreement: "sla.md"
+  #- Guides:
+  #    - Getting started: "getting-started.md"
+#  - Reference:
+#      - Permissions/roles: "reference/permissions.md"
+#      - Golang: "golang.md"
+#      - PHP: "php.md"
+#      - Protobuf: "reference/protobuf.md"

mkdocs.yml

@@ -7,6 +7,7 @@ theme:
 nav:
   - Home: index.md
   - Services:
+    - Colocation: '!include ./colocation/mkdocs.yml'
     - Identity & Access Management: '!include ./iam/mkdocs.yml'
     - Projects: '!include ./projects/mkdocs.yml'
     - Virtual Private Clouds: '!include ./vpc/mkdocs.yml'

network/docs/description.md

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-# Public Networking Service Description
-
-The Public Networking service provides your servers with robust and reliable public internet connectivity. CBWS manages the underlying network infrastructure, including transit provider relationships, Internet Exchange (IX) peering, and core routing, to ensure optimal performance and availability.
+---
+title: Service Description - Public Network 
+---
+# Public Network / Service Description
+The Public Network service provides your servers with robust and reliable public internet connectivity. CBWS manages the underlying network infrastructure, including transit provider relationships, Internet Exchange (IX) peering, and core routing, to ensure optimal performance and availability.
 
 This service can be used independently or in conjunction with our [Virtual Private Cloud (VPC) service](/vpc/description) to provide comprehensive connectivity solutions for your hosted infrastructure.
 
 ## Service Overview
 
 This service equips your servers with access to the public internet, enabling them to send and receive traffic globally. We focus on providing high-quality bandwidth with diverse routing paths.
 
+The Public Network service is supported in the following Availability Zones, hosted within facilities managed by our datacenter partners:
+
+- **Region nl-ein**
+    - nl-ein-1
+    - nl-ein-2
+
 ## Key Features
 
 * **Managed Public Connectivity:** CBWS handles all aspects of upstream internet connectivity, including BGP routing, peering agreements, and capacity management.
@@ -17,18 +25,19 @@ This service equips your servers with access to the public internet, enabling th
 
 ## Service Level Agreement (SLA)
 
-* **Per-AZ Availability:** We include a **99.9% uptime Service Level Agreement (SLA)** by default for network connectivity per Availability Zone.
-* **Region (Cross-AZ) SLA:** Currently we do not offer a general SLA that covers services across multiple Availability Zones. SLAs are specific to the Availability Zone where the service is delivered.
+The Public Network service includes a 99.9% uptime Service Level Agreement (SLA) by default for network connectivity per Availability Zone. Currently, we do not offer a general SLA that covers services across multiple Availability Zones; SLAs are specific to the Availability Zone where the service is delivered.
 
-## Billing Models for Public Bandwidth
+For detailed terms, conditions, claim processes, and compensation related to this SLA, please refer to the [Public Network Service - Service Level Agreement](./public-network-sla.md).
+
+## Bandwidth Billing
 
 We offer the following billing models for your public internet traffic:
 
-* **Mbit/s (95th Percentile):** This model is based on your sustained bandwidth usage. We measure your inbound and outbound traffic separately. At the end of the billing period, the top 5% of these measurements are discarded, and you are billed based on the next highest value (the 95th percentile). This model is ideal for bursty traffic patterns.
+* **Mbit/s (95th Percentile):** This model is based on your sustained bandwidth usage. We measure your inbound and outbound traffic separately every 5 minutes. At the end of the billing period, the top 5% of these measurements are discarded, and you are billed based on the next highest value (the 95th percentile). This model is ideal for bursty traffic patterns.
 * **Flat Rate:** A fixed monthly fee for a committed bandwidth capacity. This provides predictable costs for consistent high-bandwidth usage.
 * **TB Bandwidth Usage (Traffic Packs):** Pay based on the total amount of data transferred (in Terabytes) over the public network. Bandwidth packs are purchased beforehand, and overusage is calculated if the allowance is exceeded. This model is suitable for applications with predictable data transfer volumes.
 
-## Uplink capacity
+## Uplinks
 
 The uplink capacity differs depending on whether the service is for virtual or physical servers.
 
@@ -48,6 +57,20 @@ The following dedicated physical uplink capacities are available for connecting
 
 The choice of uplink type will typically depend on the server or colocation package selected. For physical servers, Link Aggregation Control Protocol (LACP) is always deployed, bundling them into a single logical channel for increased throughput and redundancy. This total aggregated capacity **is** shared between public internet traffic and any [Virtual Private Cloud (VPC) service](/vpc/description) traffic.
 
+## Additional Services
+
+### IPv6 Subnet
+An IPv6 subnet (/64 or as agreed) is provided by default with all Public Network uplinks, enabling IPv6 connectivity for your services.
+
+### IPv4 Addresses
+Individual IPv4 addresses can be provided for your Public Network uplink or for use with [our managed NAT gateway](/vpc/description/#nat-gateway) if required. For requests involving a significant number of IPv4 addresses, CBWS may ask for justification of their use, in line with RIPE policies.
+
+### IPv4 Subnets
+If your project requires a dedicated range of IPv4 addresses, IPv4 subnets (e.g., /29, /28) can be allocated to your Public Network uplink. Allocation of IPv4 subnets is subject to justification based on your use-case and RIPE policies.
+
+### IP Announcement (BYOIP)
+If you have your own Autonomous System Number (ASN) and IP address ranges (IPv4 or IPv6), CBWS can announce these from our network edge. This makes your own IP addresses usable over your Public Network connection with us.
+
 ## Combining with Virtual Private Cloud (VPC)
 
 While this service provides public internet access, our [Virtual Private Cloud (VPC) service](/vpc/description) can be used simultaneously to create an isolated, high-speed network for communication *between* your servers. This allows public-facing services to run alongside secure, high-performance backend communication, with internal VPC traffic not incurring public bandwidth charges.