Level 3 SM Enhanced Management - FAQs. Frequently Asked Questions for Level 3 Enhanced Management

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1 Level 3 SM Enhanced Management - FAQs Frequently Asked Questions for Level 3 Enhanced Management 2015 Level 3 Communications, LLC. All rights reserved. 1

2 LAYER 3: CONVERGED SERVICES 5 Where can I find my Application Usage stats? 5 What are Application Usage stats and what type of information is available? 5 Which reports/charts are available for Application Usage? 5 Key benefits of Application Usage information? 6 Can I change locations to see App Usage for other sites? 6 Why can t I see App Usage on all my locations? 6 My Level 3 SM E-Line service has Level 3 Enhanced Management. Will I see App Usage? Error! Bookmark not defined. Can I export my App Usage data? 6 What is the benefit of having a sectionalized view of my end-to-end data? 6 What additional metrics will I see in MyPortal with the Level 3 Enhanced Management feature? 7 How are the measurements made for Latency, Jitter, and Packet Loss? 7 How can I view the raw, hourly data points over a period of time? 7 How can I see an end-to-end view of my traffic in MyPortal? 7 Why am I seeing 0 or a yellow triangle for the Latency, Packet Delivery or Jitter in the report under Site Performance? 7 How often is the data collected? (What is the collection interval?) 7 What does the SLA Column represent in the Site Performance Report? 7 When will my new sites be visible in MyPortal? 8 Why is my circuit being homed to a different market? 8 Why am I seeing multiple products under the Site Performance report with the same data? 8 Why has my latency increased versus the previous month? 8 How can I see my complete end-to-end latency value? 8 What is the difference between the port and the bandwidth purchased? 8 How long does it take to add the Level 3 Enhanced Management feature to an existing service? 8 What does this chart tell me? 8 How are site performance metrics measured? Level 3 Communications, LLC. All rights reserved. 2

3 Site performance metrics are broken down into CPE to POP, POP to POP, and POP to CPE segments. 9 SLA metrics are based on one month durations. 9 LAYER 2: LEVEL 3 SM E-LINE SERVICES 10 If one of the sites for a customer s network includes the Level 3 Enhanced Management option, do all of the customer s Level 3 E-Line applications require this feature? 10 Do all locations have an SLA associated with the Level 3 Enhanced Management package? 10 What is the benefit of having a sectionalized view of my end-to-end data? 10 What metrics will I see in the portal? 10 What is the definition Latency, Packet Delivery and Jitter? 10 Jitter / Frame Delay Variation 10 Jitter is a measure of the variability over time of the packet latency across a network, essentially packet delay variation. 10 How do I know what this data means to me? 10 How will I know that I missed my SLA? 11 What do I do when I think Level 3 missed an SLA? What is the SLA request process? 11 Does missing one data point for any of the performance metrics on the chart mean I missed my SLA? 11 Will I see performance metrics for a location where I do not have a managed router or an ADVA device? 11 How can I get to the raw hourly data points over a period of time? 11 What managed devices are eligible and support the Enhanced Management feature and SLA? 11 Does the site performance report show me if I missed my SLA? 12 Why am I seeing 0 for Latency, Packet Delivery or Jitter in the report under site performance? 12 How often is the data collected? What is the calculation methodology? 12 How are the end-to-end metrics calculated? 13 Can I see the end-to-end values in a chart format? 13 Why am I seeing a high latency number in the chart in the portal, yet my utilization remains low? 13 My network seems to be experience latency, but the chart in MyPortal looks fine? 13 Why don t my own performance measurements match the ones I am seeing in the portal? 14 What happens if the collector in the network experiences an issue or an outage? Level 3 Communications, LLC. All rights reserved. 3

4 Could I receive this report just for a month (or a short period of time) and then deactivate it? 14 Can I just get access to the data and not require the SLA? 14 What could be the cause, if I have multiple sites across the country and have data for some and not for others? 14 As my network is turned up, will I see sites come up on the portal as they become active? 14 My POP that is shown in the portal doesn t match to where I expected it to be homed? 14 Where can I find historical performance metrics? 15 What is the data interval for the chart for performance management? 15 What happened to my product utilization page in the portal? 15 Who do I contact or where do I find information, if I have any question on my performance management reports? 15 What is the impact of TCP window sizing and what are the expectations for expected transfer rates? 15 Why am I seeing multiple products under the site performance report with the same data? 15 What are the possible causes for missing data? 16 Why has my latency increased over the last month versus the previous month? 16 Why is latency and jitter displayed in milliseconds? 16 Can I set my own thresholds in these performance management reports? 16 Does Level 3 have alarming capabilities around these services? 16 Why does the POP to POP number I am seeing under POP Performance looks the same as under the Level 3 POP to POP tab? 16 What does that yellow triangle warning sign mean on MyPortal reports? 16 Who do I call when I have questions on the reports, data or charts in the portal? Level 3 Communications, LLC. All rights reserved. 4

5 Layer 3: Converged Services Where can I find my Application Usage stats? Application usage stats are available through the Data Utilization Tab in the MyServices section of MyPortal. By selecting one of the locations in your Managed IP VPN or Converged network that has Level 3 Enhanced Management available, the App Usage link will appear above the Data Utilization chart. Application Usage data, reports and charts are available as part of Enhanced Management service locations for your service. What are Application Usage stats and what type of information is available? Application usage information provides customers with the top nine applications plus an aggregate Other traffic by utilization for an application session for a specific network segment (CPE to POP). Application traffic metrics (based on netflow metrics) are collected every 5 minutes, over a one week period Chart Each section represent the aggregate traffic for protocol/port combinations over the displayed time period Protocol/Port The protocol/port for each of the top nine applications is provided plus an other category to capture the remaining applications in aggregate Percentage Percentage value calculated is relative to the total traffic at a point in time for the top nine applications, as indicated in the Data Utilization chart. Data Provides the total amount of data transferred for this application over the selected period of time for the top nine applications MB / KB Provides the total amount of data transferred or used for this application over the selected period of time. Report will display data in either MB or KB, based on the traffic volume. Which reports/charts are available for Application Usage? Application usage reports and charts are provided in a tiered approach and each level allows for a drill down into additional details of the Application Usage traffic. The tiers are provided below Time Series Top Talkers Top IP Addresses Time Series The Application Usage Time Series information shows the top nine applications for the timeframe and location/circuit you selected in the chart. The App Usage stats reflect the netflow session data flow across that timeframe. The Time Series chart is displayed at the bottom of the page under the Data Utilization tab in the MyServices section of the portal. Reporting metrics are provided for up to seven calendar days with 24-hour detail available at a time. Data can be viewed in either Percentage or Data. Top Talkers Application Usage provides you with the top nine applications based on bandwidth utilization ( Top Talkers ) for each of your network segments - Customer Site to Level 3 POP. The information provided is based on the flow information session across the timeframe you selected for the chart. The Class of Service marking for each application is also provided in these reports. The ports are identified based on the IANA (Internet Assigned Numbers Authority) assigned port names. From this screen you can now select an application to drill down on the IP addresses consuming that bandwidth. Utilization information shown is what is being consumed on the segment for the period of time selected. Top 2015 Level 3 Communications, LLC. All rights reserved. 5

6 Top IP Addresses Top IP Addresses are provided for both Source and Destination directions. The top 10 IP addresses consuming bandwidth for each segment are displayed - Customer Site to Level 3 POP. The application (Port) for the IP addresses displayed is shown in the top right hand corner of the screen. From this screen, you can now select a specific IP Address to drill down on to the list of applications consuming that bandwidth. The reports provide both Source and Destination IP for the top nine applications. Source: Represents the traffic origin based on the Source IP of the packet observed by the router at your selected location Destination: Represents the traffic origin based on the Destination IP of the packet observed by the router at your selected location Top Destinations Top Destinations provides the top 10 applications that are being consumed by the specific selected IP Address over the selected timeframe for that location - Customer Site to Level 3 POP. The IP Address for the Applications (Port) displayed, is shown in the top right hand corner of the screen. Key benefits of Application Usage information? Application Usage information provides insight on what type of traffic is going across a connection on the network: Visibility: Track application usage and Class of Service allocation Visualize and identify expected and unexpected application events and usage Address network impacts from applications and assist in troubleshooting events Evaluate and Adjust Class of Service classifications for applications Can I change locations to see App Usage for other sites? You can change the address at the top of the Data Utilization page at any time to view the Application Usage data for another location. The report will start you at the Top Talkers page to allow you to drill down for any additional details for that location. Why can t I see App Usage on all my locations? Application Usage is only available on where the Level 3 Enhanced Management service is enabled. To upgrade all your sites to see App Usage, please contact your sales representative. Can I export my App Usage data? Yes; when reviewing the data for a specific location, you can use the Export button in the right hand corner of the page and export the data to an xls file. To export another location s data, select the right location for your network, and export again. What is the benefit of having a sectionalized view of my end-to-end data? Presenting sectionalized data provides a more granular view of your traffic including the CPE to POP (last mile) and POP to POP (Level 3 backbone) metrics. This allows for more specific trouble shooting and enables better network planning Level 3 Communications, LLC. All rights reserved. 6

7 What additional metrics will I see in MyPortal with the Level 3 Enhanced Management feature? Separate sets of metrics for Latency (Frame Delay), Packet Delivery (Frame Delivery) and Jitter (Frame Delay Variation) will be displayed in the portal. The first set of metrics listed under the Site Performance tab show the CPE to POP (last mile) data. The second set of metrics listed under the POP Performance tab show the POP to POP (Level 3 backbone) data. If class of service has been purchased, the portal will also display the Latency, Packet Delivery and Jitter for Best Effort, Priority, Mission Critical, Interactive and Realtime queues. How are the measurements made for Latency, Jitter, and Packet Loss? To measure the Latency, Jitter, Packet Loss values, Level 3 injects traffic into the customer circuit which is reflected back by a Probe Reflector at the end of the customer circuit. For Layer 2 (Level 3 E-Line) circuits, the network interface device (NID) hosts the probe reflector. For Layer 3 (Converged) circuits, the IAD or managed router hosts the probe reflector. Measurements are made using the artificially injected traffic and displayed as an approximation of what the actual customer traffic is experiencing. This method does not interfere with or alter the customer traffic in any manner. Measuring the POP to POP metrics is done in a similar manner. Artificially generated traffic is sent between POPs in the Level 3 network, and metrics are generated and displayed as part of the end to end metrics displayed in MyPortal. How can I view the raw, hourly data points over a period of time? Download data points into MS Excel by selecting the Export to Excel icon just above the Update icon. How can I see an end-to-end view of my traffic in MyPortal? The metrics are provided in a sectionalized manner. Providing the CPE to POP (last mile) and POP to POP (Level 3 backbone) metrics gives you a view of the last mile performance vs. the performance of Level 3 s backbone network. If you would like to see an end-to-end latency number you can add the three sections: CPE to POP, POP to POP and POP to CPE for a total value between any two sites. Why am I seeing 0 or a for the Latency, Packet Delivery or Jitter in the report under Site Performance? A 0 or a in your report may indicate that a router is down and no metrics have been collected, or that a Level 3 collector is undergoing a maintenance event. Level 3 proactively monitors routers and collectors for any anomalies. For additional details please contact Level 3 s NOC at: (800) How often is the data collected? (What is the collection interval?) Data points in the portal are provided every five minutes. These 5-minute data intervals are averaged and displayed as hourly data points in MyPortal for broader timeframes in the charts. What does the SLA Column represent in the Site Performance Report? The SLA column indicates if the location qualifies for the Level 3 Enhanced Management. SLA Level 3 Communications, LLC. All rights reserved. 7

8 When will my new sites be visible in MyPortal? New sites will begin charting in MyPortal as soon as the installation of the site is complete. New sites must comply with the Level 3 Enhanced Management CPE standards. Why is my circuit being homed to a different market? Homing is conducted in the major Level 3 IP POPs across the Unites States. In some cases a nearby market (city area) will be provisioned to a major Level 3 IP POP. MyPortal will display the major IP POP for services at that particular end location. Why am I seeing multiple products under the Site Performance report with the same data? Performance metrics are captured from the router at the customer site. If a device is supporting more than one service, MyPortal will display those metrics. The values for these services will show the same metrics Why has my latency increased versus the previous month? Increased latency can result from changes made in your network, increased utilization over the connection or perhaps new applications deployed in your environment. How can I see my complete end-to-end latency value? End-to-end latency values can be constructed by adding together the metrics for each network segment. For example: At 8:30 a.m. the CPE to POP latency was 7ms, the POP to POP latency was 37ms and the POP to CPE latency at your far end was 12ms. Adding the values for these three segments would give you an end-to-end latency of 56ms. What is the difference between the port and the bandwidth purchased? Port speeds are sold in 10/100/1000Mbps increments. The purchased bandwidth reflects the amount of traffic you can send or receive across that port. The purchased bandwidth can be equal or less that the port speed. How long does it take to add the Level 3 Enhanced Management feature to an existing service? Typically, Level 3 SM Converged Services and Level 3 E-Line with existing Adtran, Cisco or ADVA devices can have the Level 3 Enhanced Management feature added in three business days from the time the order is placed. What does this Chart tell me? The Site Performance Chart displayed below shows the latency performance over a 24-hour period, as well as the utilization of the circuit over that same timeframe. The data is presented in 5-minute intervals. Performance measurements are aggregated every five minutes based on sample data tests between the CPE and the probe. In addition to the individual metrics and how they perform over this timeframe, the chart details the correlation between bandwidth utilization and the impact it has on your performance metric for that site. As you see below, when utilization 2015 Level 3 Communications, LLC. All rights reserved. 8

9 of the circuit increases, latency increases. For example: if utilization remains high throughout the day and performance is impacting certain key applications at the specific location (such as video traffic if it is currently treated as best effort). If the location is seeing consistently high utilization, additional bandwidth could also be an option to manage your traffic. The detailed information provided allows you to monitor your traffic and make decisions on how to address network choices. How are Site Performance metrics measured? For IP VPN, performance metrics are derived from continuous active tests between Level 3's POP and the customer's location measure every five seconds for each network traffic class. The results of these tests are averaged every 60-seconds. For Level 3 E-Line, performance metrics are derived from continuous active tests between Level 3's POP and the customer's location measured every five seconds for each network traffic class. Ethernet site to POP metrics are measured across the Level 3 ring. The results of these tests are averaged every 60-seconds. Site performance metrics are broken down into CPE to POP, POP to POP, and POP to CPE segments. SLA metrics are based on one month durations Level 3 Communications, LLC. All rights reserved. 9

10 Layer 2: Level 3 E-Line Services If one of the sites for a customer s network includes the Level 3 Enhanced Management feature, do all of the customer s Level 3 E-Line locations require this feature? No. The customer has the option to choose to add Level 3 Enhanced Management to two or more locations on their network. Only the sites with Enhanced Management are eligible for the Enhanced Management SLA. Metrics for all locations will be shown in the portal. Do all locations have an SLA associated with the Level 3 Enhanced Management package? No. Only the eligible customers locations, which are Level 3 managed and Level 3 E-Line sites in-market (on-net and off-net) and within 50 miles of the IP POP will qualify for an end-to-end performance specific SLA. Locations out-ofmarket will receive metrics in the portal, however no SLA is available for those locations. What is the benefit of having a sectionalized view of my end-to-end data? By having CPE to POP and POP to POP metrics available to you, you are able to see the performance of the last mile vs the performance of Level 3 backbone network. The more granular view doesn t hide the trouble spots in the network environment and allows you to have clearer picture and make better decisions on your network environment. What metrics will I see in the portal? In MyPortal the user will have access to the following metrics when purchasing the Level 3 Enhanced Management feature with the product solution. Customer location (CPE) to Level 3 POP and POP to POP visibility for the following metrics: Latency / Frame Delay (by Site or by Class of Service) Packet Delivery / Frame Delivery (by Site or by Class of Service) Jitter / Frame Delay Variation (by Site or by Class of Service) What is the definition Latency, Packet Delivery and Jitter? Latency / Frame Delay Latency is a measure of time delay experienced in a network service between the source and destination and back. Latency is measured on a round-trip basis between the two designated locations. The measurement is provided in milliseconds. Packet Delivery / Frame Delivery Packet Loss (the reverse is Packet Delivery) occurs when one or more packets of data traveling across a computer network fail to reach their destination. Packet Delivery is measured on a round trip basis. The measurement is provided as a percentage. Jitter / Frame Delay Variation Jitter is a measure of the variability over time of the packet latency across a network, essentially packet delay variation. How do I know what this data means to me? The metrics that are available in the portal provides the end customer insight into the behavior, traffic performance and overall network infrastructure of their data network environment. Visibility of the Latency, Packet Loss and Jitter allows the user to see how the traffic is performing and where potential issues may arise. The data points provided in MyPortal need to be considered over a period of time, usually as an 2015 Level 3 Communications, LLC. All rights reserved. 10

11 average over a month. The monthly averages can be reviewed in context of the SLA provided to the customer when purchasing the Level3 Enhanced Management package. Individual spikes in performance metrics on the chart in the MyPortal environment does NOT mean that there is an issue at that specific period of time. This can be an indicator that the utilization on the circuit at that time is above average and this impacts the latency or jitter metrics. The behavior of the data points needs to again be reviewed over a longer period of time. How will I know that I missed my SLA? To validate the data in the portal against the SLA, the customer will need to review the SLA document and compare to the Average Calendar Monthly value in the portal. These values represent the starting point for the SLA value for the three performance metrics. In this report (the average monthly timeframe) Level 3 has already removed the data points where over-utilization was measured. That doesn t mean it accounts for every and all of the exceptions or qualifications for the SLA, but it represents a good starting point for customer to evaluate and compare their metrics to the SLA values. The SLA column in the Site Performance Report provides an indicator which sites qualify for an SLA, however the column does not indicated if that SLA has been made or missed. The SLA applies to the segments only and not the end-to-end values. What should I do when I think Level 3 missed an SLA? What is the SLA request process? Please follow the standard Disputes process. Does missing one data point for any of the performance metrics on the chart mean I missed my SLA? No. As indicated earlier in this FAQ, the SLA is focused on metrics over a monthly average, therefore missing a data point of a number of data points over a period of time needs to be put in context from an SLA perspective. Will I see performance metrics for a location where I do not have a managed router or an ADVA device? No. The performance metrics are being collected from the Level 3 managed or ADVA devices, therefore a Level 3 managed or ADVA device is required to be able to collect and display data in the MyPortal environment. In the event the customer would like to start seeing metrics in the Portal, they are able to upgrade to a managed device at that location for Converged services (Level 3 E-Line should already have an ADVA incorporated at the customer site). Once added, Level 3 will start collecting and displaying metrics for this location in the portal. How can I get to the raw hourly data points over a period of time? Download data points into excel by clicking the Export to Microsoft Excel just above the chart. What Managed Devices are eligible and support the Level 3 Enhanced Management feature and SLA? Cisco: o Cisco 1841, Cisco 2821, Cisco 3845, Cisco 1941(new), Cisco 2911 (new), Cisco 3925 (new), Cisco 7201, Cisco ASR1002 Adtran: o NetVanta 3430 / 4430 / 5305 Devices o IAD TA924E Device ADVA 825 For Adtran 4305 Devices 2015 Level 3 Communications, LLC. All rights reserved. 11

12 Does the Site Performance report show me if I missed my SLA? When selecting the Average Monthly timeframe for the Site Performance summary report, it calculates the values for the calendar month. These values represent the starting point for the SLA value for the three performance metrics. In this report (the average monthly timeframe) Level 3 has already removed the data points where over-utilization was measured. That doesn t mean it accounts for every and all of the exceptions or qualifications for the SLA, but it represents a good starting point for customer to evaluate and compare their metrics to the SLA values. Why am I seeing 0 for Latency, Packet Delivery or Jitter in the report under Site Performance? When data is missing in the portal, the values for those data points are displayed as 0 or a. The reason you are seeing 0 or a for the metrics in the portal could be one of several reasons. A 0 or a in your report may indicate that a router is down and no metrics have been collected, or that a Level 3 collector is undergoing a maintenance event. Level 3 proactively monitors routers and collectors for any anomalies. For additional details please contact Level 3 s NOC at: (800) How often is the data collected? What is the Calculation Methodology? Level 3 Enhanced Management Calculation Methodology: This section outlines the methodology used to calculated the Performance Metrics; Latency, Packet Delivery and Jitter, for the data points shown in the MyServices section of the portal. The metrics are available under the Site Performance tab in both a chart and reporting format. The table based report calculates a monthly calendar average or a 24 hour average. For the SLA comparison the Monthly Calendar Average report is to be used and the methodology is outlined below: Performance measurement are aggregated every 5 Minutes based on sample data tests between the CPE and the Probe o Measurement is an average of calculated Latency, Jitter, and Packet Delivery for all performance tests Display of the calendar monthly circuit performance metrics is based on the following criteria: o Average all performance measurements for the month where the circuit is NOT over-utilized Over-utilization for circuits up to 15 Mb are considered data points where utilization exceeds 50% of the circuit or the service class if Class of Service is implemented Over-utilization for circuits over 15 Mb are considered data points where utilization exceeds 70% of the circuit or the service class if Class of Service is implemented SLA measurement for the Monthly Average Calendar report o Data points that exceed the 50% or 70% during the month will not be included in the calculation for the Average Calendar Monthly numbers in the Site Performance report. If Class of Service is implemented this percentage allocation also applies to each Class of Service Level. o Over-Utilization for 75% of month disqualifies the SLA for that month The chart will display hourly data points for the timeframe selected in the chart view. The chart view does NOT provide an SLA view of the performance metrics. The Average Calendar Monthly Report must be used for SLA purposes. The chart will show all data points, including the data points that exceeded the 50% or 70% threshold Level 3 Communications, LLC. All rights reserved. 12

13 End-to-end metrics in Level 3 Enhanced Management. are a calculated value derived from the segments between the designed locations. To show a calculated end-to-end value between locations, both locations must have Level 3 Enhanced Management feature enabled. How are the End-to-End metrics calculated? o o o Latency: Summation of the segments CPE to POP + POP to POP + POP to CPE 5 ms + 15 ms + 3 ms = End to End Latency Value is 23 ms Jitter: Show the maximum Jitter value across the segments MAX across CPE to POP, POP to POP, POP to CPE 1.05 ms, 2.12 ms, 0.14 ms = End to End Jitter Value is 2.12 ms Packet Delivery: The product (multiplication) of the segments CPE to POP * POP to POP * POP to CPE * * = End to End Packet Delivery Value is (or 99.45%) Note: The SLA applies to the segments only and not the end-to-end values. Can I see the End-to-End values in a chart format? No. The calculated End-to-End metrics are only available via the report. However, there is a chart available for each of the segments. Each segment chart can be accessed by selecting the address for the segment provided or by selecting the specific metric for the segment. Why am I seeing a high latency number in the chart in the portal, yet my utilization remains low? There are 3 potential causes for this to occur: 1) Latency measurements are performed for approximately 150 milliseconds out of every five seconds. There is a low statistical probability that a large number of measurements for a particular 5-minute data point occurred during microbursts of utilization on the circuit which has a net result of skewing of the latency measurements. It should be noted that Level 3 measures for 150 milliseconds out of every five seconds (3% of the time) where most solutions measure for at most one second out of every five minutes (0.3% of the time), resulting in a much more accurate number than most active measurement methodologies. 2) The CPE router or NID Device may be experiencing high load for some reason (ex: a routing table update) which has resulted in a skewing of measurement numbers. Latency measurements are the lowest priority item the router deals with, and there is always the potential for more important tasks to take precedence. These types of conditions will generally impact only a single data point on the chart. 3) There is an actual problem with the device or interface. Generally, a device or interface problem will result in a large number of samples experiencing this condition. My network seems to be experience Latency, but the chart in MyPortal looks fine? The customer likely has a problem on the LAN segment of their network beyond our demarcation point which is impacting their performance. Since this is beyond our demarcation point we are unable to measure performance on that segment of the network Level 3 Communications, LLC. All rights reserved. 13

14 Why don t my own performance measurements match the ones I am seeing in the portal? There are several reasons that the performance metrics the customer is collecting with their interval systems may differ from the performance management metrics there are seeing in the portal reports. The main reason is the collection interval and averaging methodology use by the data collector and reporting engines. What happens if the collector in the network experiences an issue or an outage? In the event that the collector in the network experiences an issue, the Level 3 NOC is automatically alerted and troubleshooting will start immediately. In the unlikely event that it is determined that the probe needs to be replaced, Level 3 will replace the probe by the next business day. The outage time will be excluded from the SLA calculations for the average calendar monthly performance metrics. Could I receive this report just for a month (or a short period of time) and then deactivate it? The Enhanced Management package is priced and provisioned for customers with the intent to provide ongoing information on the network performance across all the managed customer sites. The packaged solution not only provides customers with visibility into their network, but also backs the network performance with a Service Level Agreement. Can I just get access to the data and not require the SLA? The Enhanced Management package is a bundled solution which includes the performance management metrics in the portal and is supported by an SLA. The feature is also priced as a bundle, therefore neither the SLA nor the data can be broken out as individual components. What could be the cause, if I have multiple sites across the country and have data for some and not for others? For a network environment with multiple locations the metrics that can be collected from each site can differ. For a site to be eligible to collect data, it must adhere to the following criteria: 1. Must be part of a Level 3 Enhanced Management. eligible Service, such as Converged Services or Level 3 E- Line 2. Level 3 Enhanced Management option must have been purchased by the customer 3. Site must be active As my network is turned up, will I see sites come up on the portal as they become active? Yes. If a site adheres to the criteria described above, sites can come up individually and show performance data in the portal as become active. My POP that is shown in MyPortal doesn t match to where I expected it to be homed? If the customer location is connecting to a different POP they what they were expecting to see in the portal, there could be a couple of reasons: Some markets are connected to another market close by and circuits will be provisioned to that main market. Only the main markets are displayed in the portal and the names of the adjacent market are not displayed. In some cases the circuit may be provisioned to an alternate POP for diversity or cost purposes. In these cases the customer should be aware that their circuit is provisioned for this specific purpose. If customers site is provisioned to an alternate POP, SLA s may not apply as this locations may not fall within the SLA Site parameters Level 3 Communications, LLC. All rights reserved. 14

15 Where can I find historical performance metrics? The performance management. reports and charts in the portal can provide information for up to 1 year back in time. To select the appropriate timeframe, just select the appropriate data in the filter at the top of the report. What is the data interval for the chart for performance management? The performance metrics are being collected every five minutes and these 5-minute data points are provided and displayed in the portal. This allows the customer to see and evaluate the 5-minute performance metrics compared to the 5-minute utilization metrics shown under the site performance report and chart. This also provides the customer with the relevant correlation between the performance metrics and the utilizations stats. What happened to my Product Utilization page in the portal? The Product Utilization is the same report that was available prior to the introduction of the performance metrics. The look of the product Utilization page was redesigned with the introduction of Performance Metrics to streamline navigation between the MyServices tabs in the portal. Who do I contact or where do I find information, if I have any question about my Performance Management reports? For questions on the performance metrics there are several sources and informational documents that can provide you with details on the subject. Help Files in the portal: Provide detailed description of the various data point, features, functionality and tips and tricks on how to navigate the new pages Portal Video: In the portal, a short video(s) is available for a quick tutorial on how the reports work and a demonstration of navigating the key features is provided. Marketing Express site: Include various documents (customer facing as well as internal) and background documentation on the new reports, SLA s and presentations. Additionally, a document around rules and guidelines for the new feature is also available for review. NAO and Account Team: Your NAO and/or account rep have been provided with extensive training around the Performance Management topics. For an ad hoc training session, go to MyLearning to review the NAO or Sales training sessions. NOC: Once you have exhausted these sources and still have questions, you can contact the NOC for additional question on Performance Management. What is the impact of TCP window sizing and what are the expectations for expected transfer rates? The following document provides an overview on the subject: C:\Documents and Settings\gpeters\My D Why am I seeing multiple products under the Site Performance report with the same data? Since the performance metrics are captured from the devices sitting at the customer edge, in the event this device is used for more than one service, the various services that are support by the device will be displayed in the Site Performance report. The values for these services will be showing the same metrics Level 3 Communications, LLC. All rights reserved. 15

16 What are the possible causes for missing data? See the answer under the following question: Why am I seeing 0 or a report under Site Performance? for Latency, Packet Delivery or Jitter in the Why has my latency increased over the last month versus the previous month? There can be several reasons why latency is increasing over a specific connection. A couple of the following questions may provide insight on determining the impact: Have you made any changes on your network? Has your utilization increased for the same connection over the period of time in question? Have you turned up new applications that are going over the network? In some instances, additional devices have been installed on the ring and may have a very minor impact on the ring itself. Why is Latency and Jitter displayed in milliseconds? Milliseconds is the market standard by which network latency and jitter are measured. Can I set my own thresholds in these performance management reports? No. The customers ability to set their own thresholds is not available in these reports today. It is a feature that is being considered for future development, however timeframe or development have not been established yet. Does Level 3 have alarming capabilities around these services? Yes. Level 3 leverages automated alarming for issue with the customers network today. These issues will create tickets that the NOC will troubleshoot and run to close. Why does the POP to POP number I am seeing under POP Performance looks the same as under the Level 3 POP to POP tab? That is correct. The POP to POP metrics in the POP Performance report provide the same actual performance metrics in the Level 3 tab, as these are measure between the probes of the specific POP. What does that Yellow Triangle Warning Sign mean on MyPortal Reports? The yellow triangle in the Latency, Packet Delivery and Jitter columns for a specific location means that for that location the Data is currently unavailable. There could be multiple reasons as discussed earlier in the FAQ document. For additional assistance please contact Customer Care (800) or customercare@level3.com. Who do I call when I have questions on the reports, data or charts in the portal? For assistance please contact Customer Care (800) or customercare@level3.com Level 3 Communications, LLC. All rights reserved. 16

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