Specification of Services blizznetbusinessinternet Version: 2.0

Transcription

1 Specification of Services blizznetbusinessinternet Version: 2.0 Bank information: Wien Energie GmbH FN h UniCredit Bank Austria AG Thomas-Klestil-Platz Vienna Commercial Court, Vienna Account No.: Postfach 500 VAT No: ATU Sort code:

2 Table of Contents 1. Wien Energie and blizznet Basic service Basic bandwidths Burst bandwidths Examples of basic and burst bandwidths Data volume for customers: IP addresses... 2 PA (Provider Aggregated) / Gateway... 2 PI (Provider Independent) / Transit Requirements Physical availability Requirements for premises Legal requirements Access Net Access Point (NAP) Set-up deadlines Delivery Monitoring Web interface for service monitoring Test server Service management & SLA Technical service data Other information... 5 Supported routing protocols:... 5 Round trip time... 5 Packet drops... 5 Bank information: Wien Energie GmbH FN h UniCredit Bank Austria AG Thomas-Klestil-Platz Vienna Commercial Court, Vienna Account No.: Postfach 500 VAT No: ATU Sort code:

3 1. Wien Energie and blizznet Wien Energie is Austria's largest energy services company and is responsible for supplying electricity, gas, district heating and telecommunications services to the city of Vienna and the surrounding area. Wien Energie began laying fibre optic cables back in Today, products using this network are offered under the brand of blizznet. Alongside the Wiener Stadtwerke (provider of municipal infrastructure) and the City of Vienna, its clients include almost every leading telecom and internet company in Vienna. 2. Basic service Via redundant interconnection points Wien Energie has access to a multiple fail-safe internet connection. The blizznetbusinessinternet product enables customers to have simultaneous access to the internet for many users or systems at the one customer location. Reverse DNS is offered to facilitate customers in running their own mail server. The blizznetbusinessinternet product does not include the running of mail, FTP or web servers by Wien Energie. The services offered involve the exclusive use of network infrastructure from Wien Energie. A redundant customer connection is available as an option. These service specifications apply only for businesses in accordance with Article 1 of the Consumer Protection Act (KSchG) Basic bandwidths The following symmetrical (upstream = downstream) bandwidths are available: 10 to 100 Mbit/s: in 10 Mbit increments 100 to 500 Mbit/s: in 50 Mbit increments 500 to 1,000 Mbit/s: in 100 Mbit increments Wien Energie transfers all data on a best-effort basis. However, the accessibility of the servers and services on the internet is outside the control of Wien Energie Burst bandwidths In addition to the internet bandwidth desired, the customer can also choose a burst bandwidth from the range of basic bandwidths on offer. This is the maximum bandwidth available to the customer going forward. The purpose of the burst bandwidth is to cope with short-term peaks in bandwidth; in the event of excess use then Wien Energie reserves the right to limit the burst bandwidth option or subsequently charge for it. Excess use is when the 95 th percentile for the month is above the basic bandwidth. Page 1 of 5

4 2.3. Examples of basic and burst bandwidths Description Basic bandwidth in Mbit/s Burst bandwidth in Mbit/s blizznetbusinessinternet 10 / blizznetbusinessinternet 50 / (no burst available) blizznetbusinessinternet 50 / blizznetbusinessinternet 250 / blizznetbusinessinternet 400 / blizznetbusinessinternet 700 / 1, ,000 Table1: Examples 2.4. Data volume for customers: The blizznetbusinessinternet product includes unlimited data traffic IP addresses The customer can choose IP addresses from the AS range (AS29287) of Wien Energie, or alternatively use IP addresses assigned directly by RIPE. PA (Provider Aggregated) / Gateway The customer can be assigned addresses from the following ranges, whereby RIPE rules must be adhered to: Range Number of absolute IP addresses Number of IP addresses usable by customer / / / Table2: Number of IP addresses per PA range IP addresses can be upgraded on request. This may involve a change of the entire IP range. If blizznetbusinessinternet is terminated, the IP addresses must be returned to Wien Energie. PI (Provider Independent) / Transit Customers can also use provider-independent IP addresses ( 4096) as long as they are allocated by RIPE. Access to the internet cannot be guaranteed with a smaller block of addresses. Page 2 of 5

5 3. Requirements 3.1. Physical availability blizznetbusinessinternet is essentially available anywhere where Wien Energie can create a fibre optic connection Requirements for premises The site for the equipment provided by Wien Energie to the customer must be clean, dry, secure and suitably ventilated. In particular, the customer must ensure, at its expense, that the following conditions are met if a CE (customer edge) is deployed: Electricity supply: 230 V ~ / power input max. 150W Space required: 1 RU (rack unit) in a 19" cupboard Ambient temperature: 0 C to +50 C Relative humidity: 5% to 95% (non-condensing) Connection options (possibly via in-house cabling) to CE The parameters outlined above relate to data transfer via patching (= standard). The requirements for an alternative set-up are contained in the given proposal Legal requirements Details on this can be found in the "General Terms and Conditions of Wien Energie GmbH" Access Access to the Wien Energie equipment / net access point (NAP) at the customer is governed in the GTC. 5. Net Access Point (NAP) The connector at the customer is the net access point (NAP). Wien Energie is responsible for all network equipment up to this point, apart from any components or connections provided by the customer. 6. Set-up deadlines The deadlines for installing the service depend on the locations involved and are therefore listed in the given proposal. Details are contained in the GTC. 7. Delivery Wien Energie shall provide the customer with a written service delivery notice containing at least the following parameters: Connection numbers Other relevant information, e.g. network addresses Access data for FTP test server (see 8.2) Access data for service monitoring (see 8.1) 1 These can be downloaded from and/or Page 3 of 5

6 8. Monitoring The Network Operation Center (NOC) monitors the WIEN ENERGIE network 24 hours a day, 7 days a week, 365/6 days a year Web interface for service monitoring At the customer obtains access to a web interface protected by a password. This provides comprehensive information and statistics on all of the ordered connections. For example, the customer's utilisation of the connection can be evaluated over various periods. For instance: Diagram 1: Example of monitoring evaluation 8.2. Test server To give customers the opportunity to test the internet and burst bandwidths ordered, Wien Energie provides an FTP test server. 9. Service management & SLA Information on disruptions, maintenance, guaranteed availability, contact partners and levels of escalation can be found in the blizznet SLA (Service Level Agreement). The SLA applies from the NAP to the peering points (currently Interxion & VIX). The SLA does not cover the accessibility of the servers or services outside the Wien Energie network. Unless explicitly offered otherwise, the SLA class agreed is STANDARD. Page 4 of 5

7 10. Technical service data Access - LAN Customer UNI-Protocol 100 Base - TX; RJ u Base - T; RJ ab optional: Base - SX; LC socket; multi mode (850nm) 802.3z Base - LX; LC socket; single mode (1310nm) 802.3z Base - LHA; LC socket; single mode (1550nm) 802.3z Other information Internet protocol "IP Version 4" according to RFC 791 is available over the blizznetbusinessinternet connection. This means the customer is able to use the entire TCP and UDP protocol suite. The customer must comply with all RFC standards. Otherwise, proper functioning cannot be guaranteed and no claims can be enforced. Supported routing protocols: static routing BGP (Border Gateway Protocol) others on request Round trip time National 10ms average Europe (London, Amsterdam & Frankfurt IX) 50ms average US east coast (upstream landing-point, NYC, WDC) 125ms average Packet drops National 1% p-loss average Europe (London, Amsterdam & Frankfurt IX) 1% p-loss average US east coast (upstream landing-point, NYC, WDC) 1% p-loss average Page 5 of 5