SUPERYACHT SERVICE DESCRIPTION

Transcription

1 SUPERYACHT SERVICE DESCRIPTION

2 Complete Superyacht Communications Since 1969 NSSLGlobal has always been at the forefront of delivering cutting edge communications technology to the maritime market. Today, NSSLGlobal s dedicated VSAT superyacht service, Cruise-IP, continues to deliver unprecedented levels of connectivity to the superyacht market. Reliable fast internet access is now critical to ensure the efficient operation of a superyacht and to meet guest and crew expectations. Our Cruise-IP DVBS2-RCS2 network ensures that sufficient bandwidth is efficiently delivered to meet the demand of today s bandwidth hungry applications. With standard packages offering speeds of up to 8 Mbps and dedicated plans available up to 100 Mbps, Cruise-IP can exceed your expectations as well as offering some of the most flexible plans in the industry to match your seasonal operational requirements. NSSLGlobal can also provide superyachts with a complete portfolio of communication services to simplify the management of your airtime services including: VSAT Airtime with Premium VoIP Services with L-Band service assurance Inmarsat Accounting Authority Inmarsat C (GMDSS), Fleet & FleetBroadband Iridium and Iridium OpenPort Port Wi-Fi & 3G/4G Data Services As an independent VSAT network operator, Inmarsat Distribution partner and Cobham SATCOM Master Distributor, NSSLGlobal are in a strong position to supply and support satellite hardware at very competitive prices. All SAILOR and Sea Tel systems are fully configured and tested in our workshops prior to being dispatched to ensure reliability and to reduce onboard installation time and cost. Superyachts have a very unique requirement from other maritime sectors. That is why alongside our 24/7 Technical Support we also provide our superyacht customers with an experienced yacht support team comprising of your own dedicated account manager and in-house project and service management. With a large team of highly experienced field service Engineers and a global network of authorised service and IT agents we can support your hardware wherever you are in the world. 2 P a g e

3 Cruise-IP VSAT Service Description NSSLGlobal owns and fully operates the Cruise-IP satellite network allowing end-to-end control from the onboard VSAT modem to the internet breakout at our hubs. With six (6) hubs located strategically around the globe to maximise both coverage and availability we can offer our yachts some of the best coverage in the industry. This includes multiple beams in the Caribbean/US and in the Mediterranean providing large azimuth separation to eliminate mast blockage and provide satellite and hub redundancy. The network is managed by three Network Operations Centres (NOC) providing 24/7 support redundancy. This level of investment into our network allows us to guarantee a minimum 99.5% availability. NSSLGlobal s teleports are located in Brewster (US), Vernon (US), Cyprus, Nittedal (Norway), Perth (Australia), and Rugby (UK). NSSLGlobal s NOCs are located in Redhill, Surrey (UK), Cornwall (UK), New Orleans (US) NSSLGlobal s satellite network utilises the latest DVBS2-RCS2 technology to maximise the performance and coverage by using the spectrum more efficiently. Cruise IP includes: Dynamic bandwidth provisioning (Bandwidth-on-Demand). Built-in Performance Enhancing Proxy (PEP) provides TCP Acceleration within the network and a client in the modem, improving the throughput of TCP connections in a high latency environment and enhances the user experience. Premium VoIP with Quality of Service (QoS) Voice in addition to the bandwidth included in the data packages. Quality of Service (QoS) for video conferencing and other critical data application allowing us to prioritise in the network the services that are important to the yacht. Not only do we have satellite redundancy in all the main yachting locations but we also have high levels of resilience and full hub redundancy at all of our Teleports ensuring the highest availability. 3 P a g e

4 Cruise-IP Airtime Packages PACKAGE NAME MBR Download MBR Upload CIR Download CIR Upload Guaranteed VCIR Download Standard Plus 1 Mbps 384 kbps 128 kbps 64 kbps 500 kbps Advanced 2 Mbps 512 kbps 128 kbps 128 kbps 600 kbps Advanced Plus 2 Mbps 512 kbps 256 kbps 128 kbps 700 kbps Advanced Pro 3 Mbps 768 kbps 384 kbps 128 kbps 800 kbps Premium 4 Mbps 1 Mbps 512 Kbps 256 Kbps 900 kbps Premium Plus 4 Mbps 1 Mbps 512 Kbps 512 Kbps 1 Mbps Premium Max 8 Mbps 2 Mbps 1 Mbps 512 Kbps 2 Mbps MBR Maximum Burst Rate. This value is the maximum Net bit rate available with the package, measured in Kbps. (Kilobits per second). Please note that this refers to the Net bit rate available and not to the speed at which the content is transferred. The latter depends on the protocols used some of which do not allow full use of the available bandwidth and sometimes also on the equipment/network employed. CIR Committed Information Rate (Kbps). The absolute minimum Net bit rate that is provided with the package. Guaranteed VCIR Virtual Committed Information Rate (Kbps). The services have a burst rate which is contended (shared) on a global network level at 6:1 and on an individual beam level at a maximum of 10:1. However in addition to the minimum Net bit rate provided by the contention ratio and CIR offered with the package, NSSLGlobal is the only provider to also contractually guarantee that 90% of the time (averaged over a calendar month) a Guaranteed Virtual CIR value, based on the following conditions: For all packages except for Dedicated a Fair Use Policy applies. See page 5 for full details. NSSLGlobal manages in our network on behalf of the vessel Peer-to-Peer and other bandwidth hungry cloud applications that utilise bandwidth, often without the knowledge of crew and guests. Atlantic Beam, Indian Ocean Beam, East Pacific, North Pacific and C-Band beams are smaller bandwidth beams with max burst speed for Premium at 2 Mbps. Customers Public Static IP address are available at a cost of $25 / month / IP address. C-Band NSSLGlobal also has a comprehensive range of C-Band services available offering global coverage for yachts with a suitable C-Band antenna. Please enquire for the list of packages 4 P a g e

5 Cruise-IP Coverage NSSLGlobal provides two options for Cruise-IP coverage, Regional & Global. The Regional packages are designed for the traditional Med/Caribbean/USA cruising areas shown below in red. We have multiple beams with large azimuth separation in the Med and Caribbean to eliminate mast blockage issues. The beams and orbital positions that we currently utilise for the Regional Package are as follows: 22 W 1 W 70 E SATMEX W 37.6 W 37.6 W For the owners who are feeling a little more adventurous we have excellent coverage on our Global package (shown in Blue and Red) providing some of the best coverage in the industry. 5 P a g e

6 Cruise-IP Fair Use Policy Excluding our dedicated packages, Cruise-IP Packages are provided in a shared environment which may result in varying download and upload speeds due to network loading conditions. To maintain service quality and throughput experience for all users, the following Fair Use Policy needs to be noted: 1. This shared service is not designed to host public servers on the satellite terminal and will result in degraded levels of transmission across the network and subsequently may result in termination of the service. 2. NSSLGlobal reserves the right to limit the bandwidth at any time (and for all services) any protocols that are detrimental to the overall network, notably peer-to-peer protocols such as E-Donkey, Bit Torrent, Kazaa, WinMX etc and any other protocol liable to have the same affect on service quality. 3. NSSLGlobal strongly recommends the use and appropriate updating of commercial anti-virus, firewall and anti-spy software as well as the use of anti-spam software. Failure to provide adequate security protection can result in high usage and poor service quality and ultimately will affect the vessel s network. Should the NSSLGlobal Network Operations Centre (NOC) be continually called upon to investigate service issues that are subsequently found to be as a result of poor onboard security and not due to the NSSLGlobal network then NSSLGlobal reserves the right to charge the company for the time spent investigating and/or to suspend the vessel(s) concerned until adequate protection has been put into place. 4. To ensure a quality service for all airtime packages and that the yacht has the best experience, the traffic sent and received by each terminal is measured over a weekly and monthly period. In a case where the traffic of a terminal is consistently in excess of the Fair Use Policy statistics used to define the applicable package as follows then NSSLGlobal reserves the right to request that the customer either upgrades to the airtime package more appropriate to their usage profile OR will place a temporary limit on the bit-rate of the terminal concerned until usage is within the bounds of the package purchased. Package Name Standard Plus Advanced Advanced Plus Advanced Pro Premium Premium Plus Premium Max Typical Data Usage Expected within the Package Gb Gb Gb Gb Gb Gb Gb

7 Cruise-IP Service Monitoring Systems NSSLGlobal has a powerful array of DVB service monitoring tools that can be made available to customers. These include live PRTG-collected SNMP parameters from each modem, specifically signal quality stats and throughput graphs displayed live as well as historically, and detailed ALLOT protocol analyses providing Deep-Packet Inspection (DPI). These ALLOT reports deliver application layer interpretation and reporting either as scheduled automatic reports or upon request to our 24/7 NOC. On-Line PRTG Monitor The Live PRTG server is accessible via a secure password-protected website via the internet and allows customers to see:- Data throughput of each terminal in both inbound and outbound directions; measured and averaged over 60 seconds. Received Signal to Noise Ratio (SNR). This is the carrier signal quality as seen at the remote terminal from the hub. This is averaged over 60 seconds and plotted against a signal benchmark. Transmit signal quality or Eb/No. This is the signal quality of the data bursts received back at the hub from the terminal and reported back to the terminal from the hub in the forward signalling channel. This is also averaged over 60 seconds and plotted against a benchmark. 7 P a g e

8 Cruise-IP Tracker If a customer wishes, their network of terminals can be plotted on Google Maps via a Cruise-IP service called TRACKER. This shows, on your own private branded homepage, additional positionrelated information such as the terminal status (up / down) current NSSLGlobal hub and beam that the terminal is connected to and their true azimuth and elevation to the current satellite (and any other NSSLGlobal satellites that are also visible for planning purposes). It also displays the LNB fitted, and measures LNB performance. NSSLGlobal s Tracker application gives access to realtime data from the vessel and this can be made available to the yacht s management company or agent via a web portal. Clicking on the terminal icon brings an information bubble and a link to the relevant PRTG Quality stats page. 8 P a g e

9 ALLOT DPI Protocol Analysis Reports The NSSLGlobal NOC is able to provide (to suitably authorised persons) detailed protocol reports on IP traffic over a specified period. These could be in relation to a service query or as a regular scheduled report delivered to you automatically by . They can be provided in spreadsheet form to allow later post-processing. An example graphical protocol report is shown below: Network Security Our NOCs have strict site access security and personnel access control is provided at all our HUBs. NSSLGlobal operates a Managed ISP ProtectPoint Intrusion Detection System (IDS) at our hubs. The IDS intercepts all internet traffic to and from the ISP and performs a real-time intelligent scrutiny for known IP security threats. Intrusion attacks such as Exploit / Backdoor / Trojan / DOS etc. are categorised as either High (and are blocked automatically) or other less serious but potential attacks as Policy. Our NOC will consult the Cruise-IP customer s IT representative in cases of Policy alarms, as these are essentially a choice that can be made by the customer, such as whether to allow (for example) TOR anonymiser. 9 P a g e

10 Service Assurance Service Assurance, a unique offering from NSSLGlobal, provides continuous connectivity for the yacht via the L-Band backup SATCOM such as FleetBroadband or Iridium Pilot in the event that the VSAT is non-operational. If the VSAT is offline due to being outside our coverage or a technical fault with NSSLGlobal hardware or network NSSLGlobal will cover your FleetBroadband or Iridium Pilot airtime bill up to the value of your VSAT subscription each month. In addition to this any calls to or from our 24/7 support desk over the backup SATCOM will be free-of-charge. 10 P a g e

11 Premium VoIP Service NSSLGlobal provide a premium VoIP Service providing excellent voice quality as a reasonable cost throughout the world. Unlike some cheaper VoIP services NSSLGlobal provides 32kbps of dedicated QoS (Quality of Service) per VoIP line in addition to the bandwidth provided by the data package. This ensures that you receive good quality VoIP even if the crew is performing heavy data use at the time. The VoIP lines are presented as Analogue FXO/FXS ports for direct connection to an analogue handset or connection to your onboard PBX. Our default is to provide USA telephone numbers or we can provide incoming local country codes for the below countries: ARGENTINA AUSTRALIA AUSTRIA BAHRAIN BELGIUM BRAZIL BULGARIA CHILE CROATIA CYPRUS CZECH REPUBLIC DENMARK DOMINICAN REPUBLIC EL SALVADOR ESTONIA FINLAND FRANCE GEORGIA GERMANY GREECE HONG KONG HUNGARY IRELAND ISRAEL ITALY JAPAN LATVIA LITHUANIA LUXEMBOURG MALTA MEXICO NETHERLANDS NEW ZEALAND NORWAY PANAMA PERU POLAND PORTUGAL PUERTO RICO ROMANIA SINGAPORE SLOVAKIA SLOVENIA SOUTH AFRICA SPAIN SWEDEN SWITZERLAND UNITED KINGDOM VIETNAM PACKAGE NAME Number of VoIP lines included as standard (Free of Charge) Maximum VoIP lines available $45 / month per additional line Standard 1 2 Standard Plus 2 4 Premium 2 4 Premium Plus 2 8 Premium Max 2 8 Premium Max Plus Mbps Dedicated Mbps Dedicated Mbps Dedicated 2 16 NSSLGlobal can provide All Inclusive Call Packages as follows: USA Plan Western Europe Plan 11 P a g e

12 Inmarsat FleetBroadband or Iridium Pilot In all but the smallest superyachts VSAT is the primary satellite internet solution. The cost per Mb of other satellite systems (such as FleetBroadband or Iridium Pilot) usually make them unattractive for the comparatively unrestricted internet access that superyacht crews and guests desire. However we very strongly recommend that the vessels have a backup satellite internet connection for the following benefits: Remote access to VSAT modem, antenna and other equipment so the NOC can remotely troubleshoot VSAT connectivity issues and restore connection. Backup internet access for critical s/weather info should there be a failure in primary VSAT equipment (see Service Assurance). Satellite Internet Access when vessel is out of VSAT coverage area (see Service Assurance). The two solutions we recommend are the Inmarsat SAILOR FleetBroadband (3 models 150, 250, 500) and the Iridium Pilot. There are benefits and limitations of each system including hardware cost, airtime cost, coverage, data speed and hardware size. Please contact your account manager to discuss the options. SAILOR FleetBroadband 250 Iridium Pilot 12 P a g e

13 Inmarsat Accounting Authority Most superyachts are required to have at least one active Inmarsat C to comply with GMDSS. It is therefore necessary to appoint an Inmarsat Accounting Authority (AA) to accept any bills arising from Inmarsat C or other Inmarsat terminals from various international coastal stations and Inmarsat Land Earth Stations (LES). The AA also acts as the billing entity for any MF or HF radio traffic passed to a shore side network. NSSLGlobal is one the largest Maritime Account Authorities (GB11, DP11, DK01, PL03) in the world and a leading provider of Inmarsat-C, Inmarsat-B and Inmarsat fleet services. The group s Accounting Authority codes are recognised by over 80 countries for their flag ships, who have confidence in NSSLGlobal s ability to deliver a first class service to their vessels. The standard costs for Accounting Authority services is $1, per annum however for vessels subscribing to NSSLGlobal s Cruise-IP VSAT service this fee is waived. Other Satcoms NSSLGlobal can act as an Inmarsat Point of Service Activation (PSA) for Inmarsat C and existing and evolved services including Fleet, Inmarsat B & Mini-M services. We also can provide LRIT, SSAS & other Tracking services via our partner Pole Star. This enables NSSLGlobal to be a single provider of all your satellite communication requirements. NSSLGlobal supply Inmarsat, Iridium & Thuraya handsets and airtime and can also provide covert anti piracy satcom solutions for vessels cruising in high risk areas. 13 P a g e

14 Service & Support NSSLGlobal is ISO9001:2008 certified and has two 24/7/365 customer service centres and technical support / Network Operation Centre (NOC) for full redundancy. The NSSLGlobal staff manning our support centres are skilled & trained to fault-find technical network issues, analyse traffic, produce reports and conduct DVB line-ups, upgrades and other hub changes. A central role of the NSSLGlobal NOC is to ensure that our Cruise-IP networks are correctly configured to meet our customers airtime SLAs and that customers usage falls within our Acceptable/Fair Use Policy, which forms part of each airtime agreement and ensures that all customers have a quality service. Another role of the NOC is to issue planned maintenance warnings and unplanned outage reports, as well as monitor teleport events such as severe storm weather warnings and sun outages. In additional to our 24/7 technical support team at NSSLGlobal you will be assigned a dedicated Superyacht Account Manager and Superyacht Technical Support Manager to provide a single point of contact for both administrative and technical assistance. 14 P a g e