GENERAL INFORMATION
- Where can visitors find updates about the COVID-19 measures and the status of the Telin Singapore data centres?
- Regular updates related to COVID-19 can be found on our website.
- Information is reviewed and updated regularly. If you have a specific question you cannot find the answer to, please reach out to your account manager or email to: support@telin.sg
- What is the escalation path for COVID-19 related issues and concerns?
- Telin Singapore has a Business Continuity Plan (BCP) in place to address questions, minimise and mitigate risks.
- We operate to the ISO 22301 standard where all identified critical business functions have proven business continuity plans which employees are trained on and the plans are annually reviewed, exercised, and tested.
- Have a dedicated team of certified BC professionals.
- Complies with the local Singapore government and health authorities’ guidance and instructions.
- Incident Response reviews.
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. You can request for the latest version of the Operations Manual from your account manager or email to: support@telin.sg
- Do you stay compliant with the procedures and processes in the Operations Manual?
- 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.
- Is there a special number or email address for COVID-19 related questions?
- If you have a specific question you cannot find the answer to, please reach out to your account manager. Or you can send an email to: support@telin.sg
- Do you stay compliant with the procedures and processes in the Operations Manual?
- 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-
- Where can I find the Operations Manual?
- The general Data Centre Services Operations Manual can be found on the customer portal or you can request for it from your account manager or email to: support@telin.sg
- What is the general policy on working rules for employees and operational teams?
- Telin Singapore is actively monitoring local government advisory and the World Health Organisation for updates and taking appropriate actions.
- Telin Singapore must reduce the risks of our employees being infected while maintaining service to our customers. As of 12 February 2020, we have implemented nearly 100% various isolated work protocols including, but not limited to:
- Work from home (WFH) for all non-operational teams,
- Split Teams A and B for all operational teams that are required to be on-site,
- Gain the Permit-to-Work from the Ministry of Trade and Industry for employees to come to work, where necessary, and
- Wear masks at all times and comply to safe distancing measures.
BUSINESS CONTINUITY PLAN (BCP) & CRISIS MANAGEMENT PLAN
- Does Telin Singapore have a crisis management plan?
- Yes, we operate to the ISO 22301 standard where all identified critical business functions have proven business continuity plans, and employees are trained on these plans which are annually reviewed, exercised, and tested.
- Has Telin Singapore initiated a crisis management committee for a pandemic?
- Yes, our 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 the local government.
- Measures that will impact the functionality of data centres will be communicated accordingly. The continued operation of the facilities is our priority along with the Health and Safety of our employees, contractors, and customers.
- What happens in the event of an incident?
- 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.
- Do you have Emergency Operating procedures (EOPs) in place at each site?
- We have general EOPS and SOPs in place.
CORONAVIRUS CONFIRMED AND SUSPECTED CASES OR SYMPTOMS
- As a customer, do I have a duty to advise if one of my team who has been on a data centre site has symptoms or is a confirmed COVID-19 case?
- Yes, we request our customers and contractors inform Telin Singapore if an employee, or other, undertaking work on your behalf:
- Has visited the data centre and is a confirmed COVID-19 case, or
- Has been in contact with a confirmed COVID-19 person recently.
- In the event of a suspected or confirmed case at site, what is the plan to mitigate further infection?
- 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.
- We have a NEA-certified contractor on standby if person(s) confirmed to be infected with COVID-19 had been in our premises. The contractor will then be activated promptly for deep cleaning and disinfection of the affected space and common areas in accordance with National Environment Agency (NEA) guidelines.
- Is there any likelihood that Telin Singapore must close an entire data centre after a confirmed case?
- Telin Singapore has taken preventative measures in order to keep all the data centres fully operational.
- In unlikely and exceptional circumstances, Telin Singapore reserves the right to temporarily close the data centre facility to visitors until the disinfection process has been completed and the crisis team provides approval to release the “closed” status.
- Disinfection will take approximately 4 hrs including ventilation of affected areas. During this period only essential personnel will be on site to ensure operational effectiveness of data centres
- What health declarations does Telin Singapore require?
- As Telin Singapore is complying strictly with the Ministry of Health Singapore guidelines, we require all visitors to undertake temperature screening and to complete a health declaration form prior to entering our premises. We apologise for any inconvenience caused as we will decline entry to our premises for anyone that:
- Registers a temperature of above 37.5°C,
- Is unwell with any respiratory symptoms,
- Has any travel history in the last 14 days or,
- Had close contact with any persons warded for observation or diagnosed as a suspected/probable case in the last 14 days.
ACCESS ON SITES & SOCIAL DISTANCING MEASURES
- Does Telin Singapore define conditions to allow engineers on site for performing critical tasks?
- Are there any restrictions to moving around the site?
- Yes, to minimise the spread of infection, we have 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 one metre
- All group sizes to be kept to a maximum of 2 personnel wherever possible.
- No social gathering or intermingling between groups within Telin Singapore premises. Meetings to be done online when possible.
- Will Telin Singapore be implementing TraceTogether-only SafeEntry at all its data centres?
- Yes, from 17 May 2021, all businesses and services that are allowed to be in operation (including offices, factories, etc) must institute TraceTogether-only SafeEntry check-in, which will replace SafeEntry check-in, to log the check-in of customers, clients, and visitors entering their premises in order to meet the safe management measures required by the law.
- As per the requirements above, Telin Singapore implemented TraceTogether-only SafeEntry check-in at our Telin-1 and Telin-3 Data Centres.
- Visitors are required to do their TraceTogether-only SafeEntry check-in as required prior to entry into the Data Centres.
- Temperature Screening, and Health Declaration through online submission (by scanning provided QR code) will remain as mandatory requirements.
- In accordance with the requirements, Telin Singapore will implement TraceTogether-only SafeEntry in all our data centres. For more information on the SafeEntry implementation, please visit: SafeEntry
- The individual’s name, NRIC/FIN number and mobile number are collected, and will only be used for the purpose of contact tracing by the authorities. The details collected will not be retained by Telin Singapore. For Data Protection/Privacy concerns, please visit: https://safeentry.zendesk.com/hc/en-us/sections/900000135366-Data-protection-privacy
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Does Telin Singapore require visitors to obtain a ‘Negative’ Antigen Rapid Test (ART) or or Polymerase Chain Reaction (PCR) result before allowing entry to the data centres?
- Yes, In line with the updated workplace safe management measures, only visitors who are fully vaccinated or certified to be medically ineligible or have recovered from COVID-19 within 180 days will be permitted to enter our Data Centres from 15 January 2022 onwards.
- Partially vaccinated visitors will still be allowed with a negative PET result up to 31 January 2022 after which, they must be fully vaccinated.
- Telin Singapore will perform validation of Vaccination Status via official Authority Apps which run on mobile phone (i.e. TraceTogether, HealthHub) or hardcopy Vaccination Records issues by the authority before granting access into Telin Data Centres.
- For medically ineligible or for those who have recovered from COVID-19 within 180 days, supporting documents must be produced.
- Sample of medically ineligible certification (https://www.enterprisesg.gov.sg/-/media/esg/files/covid-19/fet/certification_of_medical_ineligibility_for_mrna_covid-19_vaccines.pdf)
- Sample of vaccination records and discharge memo from COVID-19 infections (https://www.moh.gov.sg/docs/librariesprovider5/default-document-library/acceptable-document880ee21f3b4e4c35932b4a0ad6ff28fb.pdf)
- Visitors who are not able to provide valid proof of the required evidence will not be permitted entry to Telin Data Centres.
- A valid ART ‘negative’ result obtained within the previous 7 days is still required to entry to Telin Data Centres. All visitors are required to provide evidence of ‘Negative’ ART result at the Guard House/Reception before they are allowed entry into the premises. This can be shown to our Security Officers via the visitors’ personal mobile device as suggested in i) & ii) below.
- A photograph of The ART Kit (with results clearly visible) with evidence of the test date, and the visitor’s last 4 digits of the identification number (ID) OR,
- PCR Test result in the form of a message containing the Name/ID and Date of the Test.
- The validity of the test shall not exceed 7 days from date written on the ART kit or the PCR Notification.
- Telin Singapore Security will only validate and not store the results.
- Visitors who are not able to provide valid proof of the required evidence will not be permitted entry to our Data Centres.
- We strongly encourage all customers to schedule the ART self-test in advance to cater for any need for urgent access to our Data Centres.
While at the Data Centre premises, please continue with Safe Management Measures (SMM) as advised by Telin Singapore and by the Regulatory Bodies. Ministry of Manpower’s SMM can be found at the following link.
- Can an engineer bring his/ her own food and drinks into any of Telin Singapore facilities?
- We allow food and drinks to be consumed at designated areas only, and we strongly advise all employees and visitors to practise safe distancing measures.
- Is there any indication of enforcement of restricted visits to your data centre facilities, yet?
- 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.
- What happens with confirmed cases?
- 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 visitors 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.
- What do I need to do if I need to get onto site urgently for critical work?
- Customers and contractors are requested to follow the guidelines provided by the Ministry of Trade and Industry (MTI) and other local government advisory to reduce physical interactions when visiting our data centre facilities:
- Please visit our data centres for critical work ONLY,
- Minimise the duration spent in the facilities,
- All companies to register and obtain Permit-to-Work (PTW) with MTI in accordance with the conditions or restrictions for their type of business, undertaking or work prescribed by MTI. Visitors are to present the APPROVED email (actual email, screenshot, or printed copy) at Telin Singapore Guard House, prior to entry into the data centres,
- From 15 April 2020, as per the local government advisory, it is mandatory for all visitors into the data centres to bring and wear their masks throughout the visit,
- All access protocol remains the same, and
- Urgent works to gain access to building prior to case-by-case basis.
- However, if you have an urgent/exceptional request please contact your account manager or email to support@telin.sg
HYGIENE AT DATA CENTRE FACILITIES
- Does Telin Singapore provide extra cleaning at your data centre facilities?
- 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, bannisters, and reception/access areas. Hand sanitiser is available on-site.
- Does Telin Singapore provide hand sanitiser?
- Yes, all our data centres are equipped with hand sanitiser. Hand sanitiser can be found at reception desk areas. Soap and hot water are available in the pantry area and all toilets. We request visitors entering the data centre premises to use the hand sanitiser and observe hygiene recommendations.
- Does Telin Singapore have masks on-site that can be used by visitors?
- From 15 April 2020, as per the local government advisory, it is mandatory for all visitors into the data centres to bring and wear their masks throughout the visit.
- We recommend that visitors provide their own personal masks as we cannot guarantee that all sites will be equipped. Adhering to social distancing guidelines and maintaining hygiene levels are recommended as a priority.
- Will Telin Singapore start taking temperatures of visitors coming to your facilities?
- Yes, temperatures are being taken. However, this is not fool-proof and anyone displaying symptoms of COVID-19 or being in contact with someone known or suspected of being infected should refrain from coming to our site.
- Will Telin Singapore replace hand dryers with paper towels?
- Our facilities are equipped with paper towels.
DELIVERY OF GOODS TO DATA CENTRES
- Does Telin Singapore keep the delivery process active?
- Yes, but we ask our customers to stop or minimise the deliveries to critical parts only and must be collected within 5 days or charges may apply.
- What will happen to my delivery if I cannot collect?
- In the event you cannot stop, delay or collect your delivery within 3 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 contact your account manager or email to support@telin.sg
MAINTENANCE ON CRITICAL INFRASTRUCTURE
- Are maintenance activities completed following PPM (planned preventive maintenance system)?
- 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.
- How do you plan resources in potential reduced or isolated staff scenarios?
- We work closely with our essential suppliers, service providers, and relevant government authorities to get exemption from the suspension during circuit breaker period to continue the essential maintenance works.
- We review and adjust the maintenance and inspection activity for facility equipment based on a risk-based assessment and manufacturer recommendation to reduce or eliminate unnecessary preventive maintenance and regain resources for critical maintenance use.
- Does Telin Singapore anticipate any delay or issues with supply of critical parts?
- During a pandemic, we regularly review and monitor the resilience of our 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 Telin Singapore.
REMOTE HANDS
- Will the Remote Hands Service remain operational?
- Yes, Remote Hands Service will remain operational. A Remote Hands Service can be requested as per normal process. If you are interested in a subscription for Remote Hands, please contact your Account Manager.
- Do you have enough capacity to maintain the Remote Hands Services?
- To limit the number of visitors attending a data centre site, we recommend our customer use our Remote Hands Service. We are working extremely 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.
- During this period, you can still continue to raise a request for standard Level 1 Remote Hand Services via Telin Integrated Portal or Ops. For subscription of Level 2 Remote hand Services, please contact your Account Manager.
OFFICE
- Can we still use our dedicated office area on your premises?
- We strongly recommend minimising the use of dedicated office space (where applicable).
If you require further information around Telin Singapore network services during this pandemic, please contact your account manager for more details.
