ONE OFFICE LITE - PRODUCT SPECIFICATION

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1 1. INTRODUCTION ONE OFFICE LITE - PRODUCT SPECIFICATION This document contains product information for the One Office Lite service. If you require more detailed technical information, please contact your Client Manager. 2. SERVICE DEFINITION 2.1. Service Overview One Office Lite is a cost effective and reliable private IP-VPN service. It also offers the ability to extend existing One Office private IP-VPN networks to smaller and more rural sites in a seamless manner Standard Service Features The key features of our One Office Lite service are: Site connections One Office Lite can have site connections in New Zealand. There must be a Telecom phone line with no data services provisioned on it before One Office Lite can be deployed at the site. One Office Lite must always be part of an IP-VPN network with at least one non-one Office Lite site i.e. A One Office network cannot just consist of all One Office Lite sites, there must be at least one Standard, Active or Advanced One Office site on the network. Connectivity The customer sites belonging to a One Office Lite service are permanently connected to the IP- VPN core via IP site connections, which include: The physical One Office Lite access connection into each site The required CLNE (i.e. modem) installed at each site and The Ethernet interface(s) provided at each site. Technology The IP site connection technology currently used with the One Office Lite service is ADSL. Throughput With ADSL technology, the maximum throughput differs for downstream traffic entering the site and upstream traffic leaving the site. The maximum throughput for any given One Office Lite site connection, either upstream or downstream, is as fast as the site connection allows. The actual throughput may not reach the maximum the site connection allows for a number of reasons, for example how far the site is from the Telecom exchange serving it. Throughput can also vary over time, especially at peak times, because the ADSL site connections used for One Office Lite are configured to aggregate traffic from multiple customers IP-VPN core Connectivity The One Office Lite service delivers customer IP traffic across the Telecom IP network, which uses MPLS (Multi-Protocol Label Switching) technology to provide core connectivity and privacy for each customer s One Office Lite service. Each customer s One Office Lite service provides any-to-any connectivity that is connectionless, which means that no specific point-to-point connection needs to be configured between connected sites. Telecom NZ Ltd Version 1.0 Page 1 Commercial in Confidence

2 Domains To regulate traffic, the Telecom IP network core is logically segmented into a number of NZ Metro domains interconnected by an NZ National domain, which is connected via a Trans-Tasman domain to a country-wide Australian domain. All One Office Lite sites are connected into the NZ National domain, and accordingly all One Office Lite traffic is classified as NZ National Traffic. Throughput The throughput of the Telecom IP network core available to any given One Office Lite customer is limited in practice by the throughput of the customer s One Office Lite site connections, as defined in Section above, together with some congestion-related packet loss as set out in section 3.1 Privacy The MPLS technology in the Telecom IP network establishes IP separation between customers at the IP layer, thus reserving each customer s One Office Lite service exclusively for their use, and is designed to prevent other parties from seeing, accessing or using it. This network-imposed separation between One Office Lite services is private enough for most enterprises to use as provided to the customer, in that it offers a level of privacy not dissimilar to that achieved with Frame Relay services. Telecom recommends that customers consider their network privacy needs carefully to confirm whether the level of privacy provided by this networkimposed separation is sufficient for their business needs. Customers can achieve additional privacy and security for their IP traffic by optionally encrypting their data before it is sent into the network. Security The Telecom IP network core has a number of security mechanisms engineered into it to protect it from misuse or attack, including: 1. Address integrity The network will only recognise and accept specified customer IP addresses, which may only be connected via the physical site connection number that is specified for that IP address. 2. Packet integrity The network monitors the integrity of customer packets and drops malformed packets. 3. Reset integrity Network elements recover from device resets in a secure state using the last known good configuration. 4. Management integrity Management access to the network infrastructure is subject to physical and logical controls. Performance The functional performance of each customer s One Office Lite service is set out in Section Class of Service (CoS) Class of Service There is no guaranteed level of service applied to customer traffic leaving any site using the One Office Lite service. One Office Lite is suitable for applications such as web browsing, and transmission of files and information that can tolerate variable delivery. Quality of Service One Office Lite does not provide traffic prioritisation in the network. The Quality of Service performance targets relevant to the One Office Lite service are set out in Section 3.1. Telecom NZ Ltd Version 1.0 Page 2 Commercial in Confidence

3 I Suitable site connections As part of the customer solution design process, Telecom will ensure that suitable site connections are used for carrying One Office Lite traffic. Traffic prioritisation All traffic will be delivered by the network with equal priority. Any prioritisation by the customer remains the responsibility of the customer, unless specifically agreed between Telecom and the customer Customer routing protocol The One Office Lite service uses Static Routing to forward traffic through the Telecom IP network IP addressing Telecom IP-VPN addresses On the Telecom network side of the CLNE, all site connections to the One Office Lite service use static private IP addresses that are permanently assigned to the CLNE by Telecom during initial configuration and installation. These private IP addresses are maintained by Telecom and are reserved for Telecom s use in configuring the One Office Lite service. Customer LAN addresses On the customer LAN side of the CLNE, the customer has free choice of IP addresses as part of their LAN addressing scheme, provided that the IP addresses used on the customer side of the One Office Lite CLNE do not conflict with any of the Telecom IP addresses reserved for One Office Lite Service Assistance Telecom performs the following activities in respect of the One Office Lite service: Network monitoring Telecom monitors the connections and devices that make up the One Office Lite infrastructure. Telecom s monitoring systems are active around the clock, and provide the basis for alarm generation when error conditions are detected. Conditions that may lead to potential service disruptions are logged at the Telecom network management facility, and corresponding trouble tickets are generated. Where appropriate, Telecom begins corrective action immediately Help desk Telecom provides One Office Lite customers with a help desk for all customer service issues. The Telecom help desk logs and initiates work on all action requests and fault calls that are logged by the customer or that arise out of the monitoring process. The performance of the help desk in receiving, addressing and resolving customer requests and fault calls is set out in Section Faults All faults that may occur will be directed to the Telecom help desk in the first instance. The help desk will enter the fault details into the fault system and will give the customer a unique fault sequence number for referencing during the fault rectification progress. In most cases the fault will be capable of resolution remotely using network access and fault rectification tools. In cases where remote rectification is not possible, Telecom staff or designated agents will be dispatched to site to resolve the difficulty, either by rectification or by replacement. Telecom NZ Ltd Version 1.0 Page 3 Commercial in Confidence

4 On-site break/fix support Telecom uses its own staff or contracted service agents to provide complete on-site support for equipment that forms part of the customer s One Office Lite service. Telecom will agree a time with the customer to perform on-site support required in relation to such equipment. The most common equipment located on customer sites is the IP-VPN terminating modem that connects the customer LAN to the One Office Lite service Customer Responsibilities The customer is responsible for the following: Related systems and networks The provision, registration, configuration, operation and support of systems and networks that are related to but not included in the One Office Lite service, or are beyond the service delivery points of the One Office Lite service, are the responsibility of the customer. Examples of this are computer equipment, cabling and switches. It is the customer s responsibility to configure any equipment outside the service delivery points of the One Office Lite service so that it can communicate with the CLNE, including implementing LAN addressing on the customer side of the One Office Lite CLNE. It is also the customer s responsibility to provide and maintain any non-telecom cabling used to deliver the One Office Lite service Environment for CLNE The customer is required to provide: A suitable place for the CLNE to be installed. Protection for the CLNE from radio or electrical interference, power fluctuations, abnormal environmental conditions, theft and any other risks of loss or damage; this responsibility applies from the time the CLNE is delivered to the customer. Proper lighting, air conditioning and fire protection, plus LAN cabling and an approved AC mains power supply outlet within 1.2m of the CLNE. A nominated technical contact person Privacy and security beyond the IP-VPN end-points MPLS-imposed privacy is effective only between the One Office Lite service end-points. Beyond these points privacy and security is the customer s responsibility. In particular, control of user access to the One Office Lite service is the customer s responsibility. The customer is also responsible for the separation of trusted and untrusted IP traffic, including obtaining registered addresses, and implementing Firewalls and DMZs if required. Telecom can assist in the provision of these services Assistance for implementation, fault resolution and MACs The customer is responsible for assisting Telecom where associated actions are required in respect of related systems, networks and users as part of: Implementation of the One Office Lite service. Fault resolution and MACs (Moves, Adds, Changes) Service specification The design of each customer s One Office Lite service is based on standardised design templates, which require as input the following customer parameters: IP addresses on the customer LAN side of the CLNE per site Site details including the exact designated on-site location of CLNE The customer is responsible for correctly specifying these service parameters. Telecom NZ Ltd Version 1.0 Page 4 Commercial in Confidence

5 Providing Telecom with information The customer is responsible for correctly informing Telecom of: Any specific security requirements. Any changes the customer has made or is planning to make that may impact the One Office Lite service. Any issues that the customer perceives developing over the management or performance of the One Office Lite service Additional fees Telecom reserves the right to charge additional fees for any fault diagnosis, fault resolution and on site visits required as a result of: Faults or customer requests associated with or caused by networks, equipment and applications that are not part of the One Office Lite service. Faults or additional costs to Telecom that are caused by customer actions or by failure by the customer to carry out the customer s responsibilities Service Implementation Telecom will carry out the following One Office Lite implementation activities: Project co-ordination Telecom appoints a Project Co-ordinator to organise Telecom s implementation activities in respect of each customer s One Office Lite service, as listed below Installation Telecom orders, installs and tests the required site connections and CLNE in accordance with the Service Specification for the customer s One Office Lite service Configuration When each site connection has been installed, Telecom prepares and loads the standardised configuration for that site into the CLNE in accordance with the Service Specification for the customer s One Office Lite service Testing When each site connection has been configured, Telecom performs a functional test to ensure that it is operating in accordance with Telecom specifications Activation When each site connection has been tested, Telecom works with the customer s LAN staff or Integrator to connect the customer s LAN to the CLNE Handover When each site connection has been activated, the Project Co-ordinator hands it over to the Telecom operational staff who will manage the operation of the customer s One Office Lite service on an ongoing basis Acceptance When implementation of all sites is complete, Telecom asks the customer to accept the service. Implementation is deemed completed when the customer accepts the service. The customer s ongoing use of the service is also deemed to constitute acceptance Implementation targets The implementation targets for the One Office Lite service are set out in Section 3.3. Telecom NZ Ltd Version 1.0 Page 5 Commercial in Confidence

6 2.6. Implementation Options Implementation options incur fees that are additional to the fees for the standard One Office Lite service implementation. Any implementation options that apply to this agreement, and their related fees, are listed in the customer s Service Schedule for the One Office Lite service. The customer can select the following One Office Lite implementation options: Service specification In this option, instead of the customer providing the service parameters required for implementation of the customer s One Office Lite service, Telecom creates the required Service Specification on the customer s behalf, based on information provided by the customer. The Service Specification sets out the following parameters: IP addresses on the customer LAN side of the CLNE per site Site details including the exact designated on-site location of CLNE Site contact details (the person named must be located on the site) Service integration In this option, where related Telecom services such as Office Anywhere need to be integrated with the One Office Lite service, Telecom performs the required integration Project management In this option, as an extension to the One Office Lite service implementation, Telecom provides Project Management of the wider task of integrating the One Office Lite service into the customer s LAN-based IT systems and processes. The Project Management task can include managing Telecom, the customer, the customer s IT Integrator, and third parties Service Boundaries Network protocols The One Office Lite service is configured to use only the IPv4 network protocol Service delivery point The physical service delivery point for the One Office Lite service is the physical Ethernet ports provided on the CLNE at the customer s sites by Telecom for interconnection to the customer s (usually co-located) LAN equipment Exclusions The One Office Lite service specifically excludes: Non-IP protocols, unless they are encapsulated in IP packets by the customer. Configuration, monitoring, operation, support and maintenance of applications, equipment or networks that are outside the scope of the One Office Lite service or beyond the physical service delivery points of the One Office Lite service. Intentional damage to Telecom equipment or configurations, whether by authorised or unauthorised users, or by viruses or virus-like activity. Configuration or on-going support of the customer s applications. Control of access to the One Office Lite service end-points through any customer or public networks beyond the One Office Lite service end-points. On-demand (i.e. non-permanent) connections to the One Office Lite service. Telecom NZ Ltd Version 1.0 Page 6 Commercial in Confidence

7 TP TP PT PT For PT PT 7x7x5 LAN traffic moving between the customer s LAN devices connected to the One Office Lite CLNE Ethernet ports. If Telecom is requested to assist customers with any issues listed above as exclusions, charges may apply. 3. SERVICE TARGETS The standard service levels listed in this section apply equally to all sites unless otherwise specified in the service targets below. If a customer requires higher service levels than the standard service targets, these are available as defined in the service target options set out in Section 3.2. Service target options can be selectively applied to sites nominated by the customer, with the standard service targets applying to the remaining sites Functional Performance Targets Service Attribute Attribute Definition Service Target 1. Availability (per site) The service is available for customer use and functioning in accordance with this 1 Product Definition.TP 99.4% 2. Latency (one way) The overall site-to-site fixed delay for IP packet flows across the One Office Lite service. Best Efforts CoS < 1 sec 3. Jitter TP (99.9% of samples) 2 The delay variation for IP packet flows across the One Office Lite service. Best Efforts CoS No target provided 4. IP packet loss (99.9% of samples) The overall percentage of IP packets lost between the source and destination CLNE. Best Efforts CoS No target provided 3.2. Service Delivery Performance Targets Service Attribute Attribute Definition Service Target 1. Agreed service hours The hours during which, if a customer call or monitoring alarm indicates a fault, Telecom will commence restoration work to 1900 business days 2. Call reception The hours during which incoming telephone calls from customers to the Telecom Help Desk are accepted and logged, and call answering times. 3. Monitoring hours The hours during which infrastructure monitoring systems are operational. 4. Progress updates Updates during agreed service hours on the status of service restoration activity. Calls accepted 24 hours x 7 days and answered within 20 seconds 85% of the time. 24 hours x 7 days. Hourly or as agreed. 1 A site is deemed unavailable when no data can pass to or from that site during agreed service hours, unless the outage was a planned outage, a force majeure event or a failure arising on the customer side of the CLNE. 2 the Best Effort CoS, the delay variation target is unspecified but for design purposes a nominal figure of <2 seconds should provisionally be used. Telecom NZ Ltd Version 1.0 Page 7 Commercial in Confidence

8 5. Remote service restoration 6. On-site service restoration 7. Billing enquiry reception and resolution 8. Planned outage notification The elapsed time during agreed service hours between Call Reception or alarm occurrence and the customer being notified that service is restored to the defined levels without a site visit. The elapsed time during agreed service hours between Call Reception or alarm occurrence and the customer being notified that service is restored to the defined levels as a result of a site visit. The elapsed time during agreed service hours between reception of a billing enquiry and confirmation to the customer of its resolution. Prior notice of planned maintenance that could cause a service outage. Within 4 hours, and 80% within 2 hours. <12 hours Calls accepted during business hours and answered within 20 seconds. Resolution within 2 business days. 5 business days Planned outages are normally scheduled after midnight Provisioning/Change Targets Service Attribute Attribute Definition Service Target 1. Provisioning / change acceptance 2. Change completion 3. Provisioning completion The elapsed time between a customer logging a Provisioning/Change Request and the confirmed acceptance of that request. The elapsed time between the confirmed acceptance of a Change Request and the completion of that request. Remote simple Standard Complex The elapsed time between the confirmed acceptance of a site connection Provisioning Request and the completion of that request. All Telecom site connections Receipt acknowledged within 2 business hours. As listed below or on an agreed date after that period. Within 2 business hours Within 21 business days As agreed As listed below or on an agreed date after that period. Within 21 business days Notes: 1. Business hours: 7:00am to 7:00pm on business days, local time. 2. Agreed service hours: Any different service hours applicable to the customer as agreed between the parties. 3. Measurement: Telecom measures service delivery performance from the beginning of the month after a service is implemented. 4. STANDARD FEES AND INVOICING 4.1. Invoicing IMPLEMENTATION FEES Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing, activation and handover. PROJECT MANAGEMENT FEES Project Management fees are invoiced in arrears and cover items such as organising customer and third party resources and equipment, achieving project budgets, timeframes and deliverables, and minimising project risk. Telecom NZ Ltd Version 1.0 Page 8 Commercial in Confidence

9 FIXED MONTHLY FEES Fixed monthly fees are invoiced in advance and cover the provision and management of the One Office Lite services included in the customer s One Office Lite Service Schedule. Fixed monthly fees are applicable from the date that Telecom advises the customer that the service is capable of being used between the designated service delivery points. Telecom is not responsible for the customer s non-use of the service due to implementation delays beyond the service delivery points. VARIABLE FEES Any applicable variable fees, for example associated with time, volume or usage, are normally invoiced monthly in arrears. MISCELLANEOUS FEES One-time fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations, and configuration changes requested by the customer Moves Adds and Changes (MACs) Definitions: 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. Complex MACs: Telecom and the customer will treat complex MACs as a project for which a timetable and charges will be agreed. 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 Description Fee Remote Simple No charge Standard $200 Complex Ask your Client Manager Telecom NZ Ltd Version 1.0 Page 9 Commercial in Confidence