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Statement to Customers and Partners Regarding COVID-19

With the rapid spread of the new Coronavirus (COVID-19), our number one priority is the health and safety of our employees, partners and customers. Our facilities are 100 percent operational and we have long prepared for the possibility of a pandemic within our overall business continuity plan to ensure we can maintain this service level, while ensuring the health and safety of all that interact with our facilities.

We are closely monitoring the spread of COVID-19 and are following the recommendations of global and local public health authorities in all regions in which we operate. We will continue to provide updates as the situation develops.

An overview of the safety precautions we are implementing to protect employees, customers and partners and ensure business continuity can be found below.

See statement from our CEO.

Customer, partner and employee health and safety:

  • We are significantly boosting safety protocols across our data centers and offices globally, including implementing critical sanitary measures and additional specialized training to prepare for a possible pandemic
  • We are increasing the communications with and screening of customers, partners and employees to ensure they only enter our data centers if they have not traveled to impacted areas, as defined by the Centers for Disease Control and World Health Organization, within the past 5 days and are symptom-free
  • We are deferring all non-essential travel, transitioning to a minimum critical onsite staff level in data centers in markets which have been designated by the CDC as Level 1 - Limited Community Transmission or higher and providing other employees with the option of working from home to maintain service continuity
  • We are leveraging our data center infrastructure management capabilities to extend remote monitoring and management capabilities to enable our customers, partners and team members to work remotely in a fully productive way

Business continuity

  • All of our data centers are equipped with the supplies to ensure they remain fully operational if remote operation becomes necessary
  • We regularly engage our critical suppliers to confirm their Pandemic Response plans and have reviewed their capacity to provide service continuity

Additional Resources

Customers may contact their Customer Success Manager (CSM), or e-mail customersuccessteam@digitalrealty.com with any questions or for more information. Customers at Interxion facilities should contact QHSEreporting@interxion.com

Media and industry analysts may contact Helen Bleasdale hcbleasdale@digitalrealty.com for further information. For investor inquiries please contact John Stewart: investorrelations@digitalrealty.com

Frequently Asked Questions

What is Digital Realty’s response if individuals show flu-like symptoms while onsite?

  • In the event that an individual is or becomes symptomatic on site, Digital Realty has defined protocols which include isolating the individual in a pre-defined area, notifying management and assisting the individual to leave the site and seek medical attention immediately.
  • In addition, the site teams have identified an exit path from the isolation area designed to minimize exposure to others while exiting symptomatic persons from the site.
  • Digital Realty’s site management will contact its regional management team and advise the main point of contact for the customer or supplier be informed of the incident.
  • We also expect our customers and vendors to proactively reach out to Digital Realty’s site management team should they become aware of an employee or vendor who tested positive for COVID-19 where permissible.

What will happen in the event that there is a confirmed case associated with the facility

  • If site management becomes aware that a person who visited a particular facility has tested positive (through testing or self-reporting) for COVID-19, the site team will escalate to our Regional Management team and our Global Command Center will issue a Site Advisory notification to all site customer contacts.

Which authorities are you working with around the world to ensure access to facilities is maintained for critical teams?

  • Our Regional Leadership teams and Government Affairs department maintain active relationships with governmental and local authorities and there is a key focus by officials to keep critical IT infrastructure and telecommunication facilities operating without interruption.
  • In the US, the Department of Homeland Security Cybersecurity and Infrastructure Security Agency (CISA) has designated data centers and the Information Technology and Telecommunications Sectors they house as a “Critical Infrastructure Sector” and its critical employees as “Essential Critical Infrastructure Workers” to help State and local officials as they work to protect their communities, while ensuring continuity of functions critical to public health and safety, as well as economic and national security. As a result, we have secured access credentials from the Department of Homeland Security to ensure continuity of operations and emergency response. Please note that this program also extends to our fuel and critical maintenance providers to support our emergency response capabilities.
  • In Canada, we are working through the National Cross Sector Forum, which designates data centers as a “Critical Infrastructure Sector” as well as with Provincial authorities and other partners to ensure delivery of Emergency Support Functions identified in by the Department of Public Safety Federal Emergency Response Plan. This includes issues of access, PPE, labor, and border issues, etc.
  • In EMEA, we continue to work with all relevant agencies to ensure that there is strong understanding of the services operating within our data centers, the critical nature of them and their import contribution to wider society whilst we are all handling this pandemic. In the UK, representations have been made to the government through the Department for Digital, Culture, Media and Sport (DCMS) and it has been recognized that data centers are part of the critical infrastructure. As such out core data center workers are given “Key Worker” status to allow ongoing support of our buildings and customers. We are working similarly in both Germany and the Netherlands.
  • In APAC, we continue to work with all relevant agencies to ensure that there is strong understanding of the services operating within our data centers, the critical nature of them and their import contribution to wider society whilst we are all handling this pandemic. In Australia, representations have been made to the NSW government and it has been recognized that data centers are part of the critical infrastructure. In Japan, Singapore and Hong Kong we continue to connect with the key contacts in the respective federal agencies.

Does Digital Realty have the ability to remotely run and manage data center operations with no Human Resources inside the campus under the most extreme situations?

  • Our business continuity planning includes running our sites with minimal staff and we are prepared for this should we need to institute this plan through remote monitoring of BMS systems and security systems, and dispatch only.

Are there any circumstances in which Digital Realty will remove security staff or limit access to the data center?

  • Digital Realty does not anticipate this will occur as a long-term response and we will only close down the data center if mandated by authorities. If this does occur, we have plans in place to ensure continuity of services.

If there is no security at the site, is there any method by which a customer could still gain access to our space in the event of an emergency? In the event of government-mandated shutdown, is there way for customers to send Digital Realty a list of critical personnel who need to remain onsite?

  • Digital Realty is able to monitor security infrastructure remotely and has already established a monitoring platform to do so if the need arises. In the unlikely event that we have to operate a site without staff, existing badges and passes would continue to work; new visitor badges and passes would be processed from other unaffected sites if needed.
  • In this scenario, security alarms will be monitored remotely and a dispatch model utilized to respond to those alarms requiring a physical response at the site of the alarm.

Are there any circumstances in which Digital Realty will remove security staff or limit access to the data center?

  • Digital Realty does not anticipate this will occur as a long-term response and we will only close down the data center if mandated by authorities. If this does occur, we have plans in place to ensure continuity of services.
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