METRO LAN EXTENSION - PRODUCT SPECIFICATION

Transcription

1 METRO LAN EXTENSION - PRODUCT SPECIFICATION 1. INTRODUCTION This document contains information on the Metro LAN Extension service. If you require more detailed technical information, please contact your Account Manager. 2. SERVICE DEFINITION 2.1 Service Overview If you have multiple sites in the same metropolitan area, they can be connected simply and costeffectively with Metro LAN Extension. Metro LAN Extension has been developed by Telecom for use by IT savvy users who manage their own network requirements. It is a reliable and secure service that provides multi-megabit Ethernet connectivity between offices within a metropolitan city area. Metro LAN Extension provides flexibility and choice for both business and IT managers. The service extends your network between your buildings or to your partners and suppliers utilising widely-used Ethernet technology. With Metro LAN Extension you can have multiple sites connected into one network and choose from a range of access and throughput options allowing your business to grow as quickly as it needs to. 2.2 Standard Service Features The key attributes of Metro LAN Extension are: Simplicity The service extends your network between buildings using Ethernet access, so the connection into your LAN at each site is simple, consistent and easily understood. Flexible Bandwidth You can choose the most suitable access and throughput speed for each site. There are three Ethernet access options: 10 Mbps; 100 Mbps and 1 Gbps, and three maximum throughput speed options: 10Mbps; 100Mbps and 1 Gbps. Do-It-Yourself Networking Metro LAN Extension is a fast, simple and reliable connectivity service that is suitable if your business manages its own IT networking requirements. Internet Friendly Metro LAN Extension can give you high-speed access to your Internet Service Provider, such as Xtra, which then provides Internet connectivity and the other services such as website hosting, and news feeds. An alternative is Telecom s high-speed Corporate Internet Direct service. 2.3 Service Options Scalable bandwidth and speed options The customer chooses the most suitable access and service throughput options for their business at each site. There are three Ethernet access options: 10 Mbps; 100 Mbps and 1 Gbps, and three service throughput options: 10Mbps; 100Mbps and 1Gbps 2.4 Service Management Metro LAN Extension management includes: Network monitoring A help desk facility for customer faults. 2.5 Customer Responsibilities It is the customer s responsibility to: Comply with this Metro LAN Extension Product Specification. Ensure that everyone the customer is responsible for or that uses this service complies with this Metro LAN Extension Product Specification. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 1 Commercial in Confidence

2 2.6 Service Implementation Confirmation of availability of the service will be required before this service can be delivered by Telecom. Metro LAN Extension is available over fibre optic cable that is connected into the local Telecom Ethernet switching equipment. Not all exchanges have Ethernet Switching equipment, so this service is not available in some areas. It is a metropolitan-wide service, rather than a nationwide service. Metro LAN extension is currently available within each of the following metropolitan centres: Auckland Hamilton Palmerston North Wellington Christchurch Dunedin Any variation to the Service under this agreement will require confirmation of availability from Telecom. Telecom will provide the customer with the necessary transmission capacity by giving the customer access to a local access circuit between each site at which the customer s terminal equipment is located, and the nearest Metro LAN Extension Ethernet switching equipment on Telecom s telecommunications network. Terminal equipment for the purposes of this schedule means the customer s local area networks (LANs) or individual computers (if applicable) at the customer sites. The parties will agree on a date on which the service is scheduled to be made available to the customer. Prior to this date, Telecom or its partner (as the case may be) will: Install any equipment required to provide an interface between the local access circuit and the customer s terminal equipment at each site. Telecom will own and maintain that equipment; and Commission and test the equipment. The installation of the Telecom circuits and customer located equipment provided by Telecom as part of the service is based on the customer site locations set out in the agreement. Installation is carried out during normal service hours. Installation at other times is subject to additional fees. Site wiring, wiring to and configuration of all customer owned equipment including computers and remote controllers is not included in the installation fees set out in this schedule. Installation of Telecom circuits includes: Installation charge for the Telecom circuit Configuration of the network for the customer Location contact by the Telecom Project Manager to co-ordinate the installation of Telecom circuits, organise the position and timing of the Telecom customer located equipment, installation, addressing, and Telecom circuit testing. Installation of equipment located at the customer's premises provided by Telecom as part of the service includes: Setting up the configuration and addressing Physical installation of the equipment including travel and mileage to each location. Telecom provided equipment located at the customer's premises will vary depending upon the services requested. 2.7 Implementation Options Telecom will carry out the following implementation activities: Project co-ordination to organise Telecom s implementation activities. Ordering, installing and testing the required site connections. Preparing and loading standardised site configurations. Testing that each site operates in accordance with Telecom specifications. Activation by connecting the customer s LAN traffic. Handover to Telecom operational staff for ongoing service management. Customer acceptance when implementation of all sites is complete. 2.8 Service Boundaries The Service Delivery Point ( SDP ) is where the copper based Ethernet connection is provided to the customer. The SDP device will vary depending upon the type of services the customer has requested. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 2 Commercial in Confidence

3 3. SERVICE TARGETS This section lists the following: Functional performance targets performance targets of the service itself. Service delivery performance targets performance targets for Telecom s delivery of the service. Provisioning/change performance targets performance targets for Telecom s implementation of and changes to the service. 3.1 Functional Performance Targets Service Attribute Attribute Definition Performance Target Core Network Availability "Core Network Availability" is defined as: Core Network - The Telecom Core Network is common to all Metro LAN Extension services. It refers to the core network that routes Metro LAN Extension traffic. It excludes Dedicated Links. Latency - One of the service performance parameters monitored regularly. Latency refers to the time it takes for a data packet to transit from end to end (in terms of the Telecom Core Network, it is from the input end to the output end i.e. it excludes Dedicated and On Demand Links). Packet Loss A measurement (usually a percentage) of packets sent to a destination that do not elicit corresponding return packets; those missing packets are lost packets. Availability - Telecom's service performance target is to have the Core Network (defined above) available (i.e. excluding Links) for a certain percentage of time (excluding planned outages and circumstances beyond Telecom's control). Traffic traversing from one side of the Core Network to another in less than 300ms (i.e. Core Network Latency is less than 300ms). This excludes Latency of the Links. Packet Loss less than 0.75% Availability 99.8% Note: Telecom proactively manages the capacity of the Core Network in order to meet the requirements of our Metro LAN Extension customers. Customers that want detailed reporting on network performance can subscribe to the One Office service, which provides a wide range of additional services, such as security, reporting, network management and additional Service Level Agreements. 3.2 Service Delivery Performance Targets Service Attribute Attribute Definition Service Target Normal Service Hours Initial Restoration Update Progress Updates Service Restoration Targets Those hours during which, when a customer reports a fault, Telecom will commence restoration activity. The elapsed time, during Normal Service Hours, between reporting a fault to Telecom and confirmation to the customer that initial diagnosis has been completed and an estimated time to restore is provided, if known. Updates on the status of service restoration activity. The elapsed time, during Normal Service Hours, between customer reporting a fault to Telecom and confirmation to the customer that the service has been restored to the levels defined in the Service Definition. 24 hours x 7 days, including Public Holidays. Within 1 Hour Provided to the customer on a significant event basis, or as agreed Sites Data All 6 Business Hours, reasonable endeavours 1. Call-out: Telecom will fix any fault in the Telecom Network at no additional charge. However should the fault be proved to be the responsibility of the customer, Telecom may charge additional fees. These are called Call Out Fees. The Call-out fees are detailed further in Schedule 2 of this Agreement. 2. Service Restoration: this target only applies to faults within Telecom's Core Network and the access circuit between our Core Network and the Service Delivery Point ("SDP"). 1 May 2005 Telecom NZ Ltd Version 1.0 Page 3 Commercial in Confidence

4 3. Technical Service Performance: Due to the nature of this service, whilst Telecom will endeavour to meet the Service Targets detailed above Telecom does not guarantee service performance characteristics such as: latency, jitter, packet loss, prioritisation and throughput. 4. Service targets: Telecom's Service targets do not apply to the extent that they are affected by: any Planned Outages; any Force Majeure Event; failure arising on the customer side of the SDP. 3.3 Provisioning/Change Targets Service Attribute Provisioning/ Change Target Billing Issue Resolution Target Attribute Definition The elapsed time between the confirmed acceptance of a Provisioning/Change Request and the implementation of that request, unless the customer specifies a longer time. The elapsed time between the customer initiating a billing enquiry and confirmation to the customer of its resolution. Service Target 21 Business Days (depending on the feature set required) after planning and designing has been completed. Single account, with account arrears less than 90 days: 2 Business Days. Multiple accounts, or account arrears more than 90 days: by mutual agreement. 1. Service Restoration: this target only applies to faults within Telecom's Core Network and the access circuit between our Core Network and the SDP. 2. Technical Service Performance: Due to the nature of this service, whilst Telecom will endeavour to meet the Service Targets detailed above Telecom does not guarantee service performance characteristics such as: latency, jitter, packet loss, prioritisation and throughput. 3. Service targets: Telecom's Service targets do not apply to the extent that they are affected by: any Planned Outages; any Force Majeure Event; failure arising on the customer side of the SDP. 3.4 Service Enhancements There are no service enhancements associated with Metro LAN Extension. Service enhancements are however available under the One Office service. 4. STANDARD FEES AND INVOICING 4.1 Invoicing The fees for Metro LAN Extension are made up of the following components: Installation Fees Monthly Ethernet Access Fees Monthly Metro LAN Extension Service Fees MAC Fees Miscellaneous Fees 4.2 Moves Adds and Changes (MACs) Moves and Adds: Moves and Adds are relocations of or additions to site connections or terminating equipment that require Telecom attendance at a customer's site. Configuration Changes: Configuration Changes are changes to any service parameters that are carried out remotely by Telecom without requiring attendance at a customer's site. Simple MAC Single Change: A simple MAC is a simple, single change that is non-urgent and a timeframe for completion of the work will be agreed between Telecom and the Customer. If a simple MAC is urgent, it will be categorised as a complex MAC. Simple MAC Multiple Changes: As above, but more than one simple change. Complex MACs: Telecom and the customer will treat complex MACs as a project for which a timetable and charges will be agreed. 1 May 2005 Telecom NZ Ltd Version 1.0 Page 4 Commercial in Confidence

5 Telecom reserves the right to determine the MAC classification as one of the following three categories; Simple MAC Single Change, Simple MAC Multiple Change or Complex MAC. Service Hours: All MACs will be carried out at Telecom's discretion during the agreed service hours. There is an additional charge for implementing MACs at a specific time requested by the customer. MAC Fees These fees summarise changes that require attendance of a Telecom technician at the customer's site or changes to the customer's service options. Description Internal removal (SDP changes within customer site building) $400 External removal (SDP changes to alternate customer site building without suitable fibre) External removal (SDP changes to alternate customer site building with suitable fibre) Fee $4,000 $800 Access upgrade $400 Access downgrade $800 MLX service disconnection $100 MLX service speed downgrade $ Call Out Fees Provision of technical support for issues and configuration problems, which are not the responsibility of Telecom, will be charged to the customer. Description Call Outs Fee $200 per hour 1 May 2005 Telecom NZ Ltd Version 1.0 Page 5 Commercial in Confidence