Tiscali Business Services Wholesale IPVPN Services Summary

Transcription

1 Tiscali Services Wholesale IPVPN Services Summary Products covered: WIPVPN Standard WIPVPN WIPVPN Premium WIPVPN Premium WIPVPN May 2007 V.2.0 1

2 Table of Contents 1. Introduction Core product offering IPVPN Products range Network overview QoS over DSL based VPNs Tiscali WIPVPN ADSL products IPVPN 512Kb ADSL products IPVPN 2Mb ADSL products IPVPN MAX ADSL products IPVPN products hours client service support Service level agreement Pre-sales support Provisioning support Operational support Management and billing features

3 1.0 Introduction This document provides an overview of the Tiscali Wholesale IPVPN Portfolio and Services This document defines what is offered as standard with the products and any optional services that can be purchased alongside it. Anything that falls outside this definition must be intended as non-standard and the appropriate Pre-Sales process for handling bespoke requests must then be followed. It is not the scope of this document to discuss the features, network or technologies involved in the weighting of products or their prioritisation. For more information on these topics please refer to the appropriate reference documents. Wholesale IPVPN is aimed at Partners who require a high performance, high availability, 24 x 7 supported service that provides access solutions for customers with multiple sites. 3

4 2.0 Core product offering Included in the standard service are: Traffic Prioritisation in the core IPStream, Datastream and LLU connections LLU and DataStream ADSL additional benefits Service Level Agreements Pre-Sales Support Online Portal Services 24 x 7 Hours Technical Support Options include: QoS Support Ecare which reduces the time Target Time To Resolve for the ADSL Access Product Colocation Managed Firewalls Internet Breakout e: The ability to offer any products outside of this portfolio will be at the sole discretion of Tiscali UK Ltd Product Management. All requests for firm pricing will require sign-off by Tiscali Pre-Sales. Order Confirmations will only be accepted with an approved IPVPN Setup form 4

5 3.0 IPVPN Products range Tiscali only supplies the access products to the Partner. This provides the freedom for Tiscali Partners to provide a full service wrap with the end-customer enjoying a richer support model as both the CPE and access services come from single entity, removing the ambiguity of responsibility. Our IPVPN solutions are delivered through the Tiscali MPLS network - offering a fast, secure and future proof platform. Differing access services can provide differing site, diversity and application requirements. Tiscali s Strength is its broadband offering into MPLS. DSL access to an IPVPN opens up new opportunities where networking was not previously financial viable. Additionally, short lead times for delivery and flexible contract terms drive a compelling proposition within key market sectors, such as retail, construction, services, local government and generally for with large numbers of small sites. Key DSL into MPLS advantages include: Cheap cost of entry opening up new opportunities and market segments MPLS benefits for security are maintained Flexible contention ratios Service Level Guarantees provided Quick and flexible to rollout The ability to grow or regrade 5

6 4.0 Network overview Tiscali provide ADSL facilities over three separate BT Wholesale products. These are IP Stream, Data Stream and LLU. IP Stream is the service operated by the majority of other ADSL service Providers in the UK. Tiscali is by far the largest BT customer of Data Stream. The services sold to Resellers will usually be a blend of Data Stream IP Stream and LLU services. The provisioning logic for each line is to utilise the least cost infrastructure; namely LLU, Data Stream and then IP Stream. The ADSL traffic is authenticated and passed to the Internet or IPVPN in the same way, regardless of the BT access product The New Tiscali Core Network is based on the latest Dense Wavelength Division Multiplexing (DWDM) technology. The new network will operate in addition and in parallel to the existing core national network infrastructure and provides an opportunity to develop product solutions to meet the forecasted growth for both Consumer and related activities over the next five years. The key driver on the side is in response to the rapidly growing demand from existing and new partners for Quality of Service (QoS) based services. The DWDM network will initially be used to support Local Loop Unbundled (LLU), ADSL2+ and IPTV connections, Voice Services and Grade products. 6

7 5.0 QoS over DSL based VPNs es have been benefiting from QoS services over fixed line services for some time now. Tiscali QoDSL IPVPNs are a unique proposition, for both contended and non contended links. They can be used to deploy time sensitive applications and services to drive convergence and real benefits, which were previously out of economic reach due to infrastructure and networking costs. QoDSL is a key enabler for the delivery of multi-site connectivity, Teleworker solutions (home and mobile workers), virtual Call Centres as well as the delivery of applications that may have been limited to main sites or larger organisations in the past. Although optimised for VOIP traffic QoS can be utilised for any application requiring guaranteed levels of quality (guaranteed latency, jitter and minimised packet loss). These services may include financial and applications, ERP/CRM, CCTV, content streaming, collaboration and video conferencing and a variety of media, training, advertising and marketing applications. The convergence benefits are not necessarily new What is, is that they are now within your budget! Key benefits include: Reducing Costs more than reduced call charges. Address your Total Cost of Ownership (TCO) model through reduced connectivity and infrastructure costs. Reducing Complexity - QoDSL is a simple to deploy convergence enabler with guaranteed quality of service through to the edge of the network - where your employees and customers are. Reducing Risk - Tiscali s QoDSL service utilizes the MPLS network is proven with a strong user base and is backed by a Service Level Guarantee (SLG). Increasing Innovation - DSL connectivity is fast & flexible. Don t let your network hold up your objectives. Deploy Applications over IP rapidly. Increasing Capacity - Given limited ICT budgets, QoDSL allows you to increase the reach and capacity of your network and LAN access. Drive better communication across your company efficiently. Increasing Employee Productivity & Security the Tiscali MPLS network gives staff fast and secure access to applications. Reduce employee idle time and promoting flexible working, cross team collaboration and greater employee empowerment whilst aligning to the latest EU legislation and working time directives. 7

8 6.0 Tiscali WIPVPN ADSL products 6.1 IPVPN 512Kb ADSL products Tiscali WIPVPN Product Name Access / Weighting Standard Premium Premium LOW MEDIUM HIGH HIGH ASSURED MPLS Class of Service 512Kbps 512Kbps 512Kbps 512Kbps 256Kbps 256Kbps 256Kbps 256Kbps 256Kbps Minimum 200Kbps 200Kbps 512Kbps bandwidth Latency, Jitter, packet loss Guarantees Dedicated Backhaul 200Kbps 200Kbps 200Kbps 200Kbps 200Kbps Enhanced Care Optional Optional Optional Optional Standard Applications Low volume data, low sensitivity to delay Normal data 8

9 6.2 IPVPN 2Mb ADSL products Tiscali WIPVPN Product Name Access / Weighting Standard Premium Premium LOW MEDIUM HIGH HIGH ASSURED MPLS Class of Service 2Mbps 2MKbps 2Mbps 2Mbps 2Mbps 256Kbps 256Kbps 256Kbps 256Kbps 256Kbps Minimum 200Kbps 200Kbps 2Mbps bandwidth Latency, Jitter, packet loss Guarantees Dedicated Backhaul 200Kbps 200Kbps 200Kbps 200Kbps 200Kbps Enhanced Care Optional Optional Optional Optional Standard Applications High volume data, low sensitivity to delay Higher volume data 9

10 6.3 IPVPN MAX ADSL products Tiscali WIPVPN Product Name Access / Weighting Standard Premium Premium LOW MEDIUM HIGH HIGH ASSURED MPLS Class of Service 8Mbps* 8MKbps* 8Mbps* 8Mbps* 256Kbps 256Kbps 256Kbps 256Kbps Minimum 200Kbps 200Kbps bandwidth Latency, Jitter, packet loss Guarantees Dedicated Backhaul 200Kbps 200Kbps 200Kbps Enhanced Care Optional Optional Optional Optional Applications High volume data, low sensitivity to delay Higher volume data NB: * = subject to survey 10

11 6.4 IPVPN products Tiscali WIPVPN Product Name Access / Weighting MPLS Class of Service Minimum bandwidth Latency, Jitter, packet loss Guarantees Dedicated Backhaul ASSURED ASSURED ASSURED ASSURED ASSURED of Service of Service of Service 256Mbps* 512MKbps* 1Mbps* 2Mbps* 256Kbps 256Kbps 256Kbps 256Kbps 256Kbps 512Kbps 1Mbps 2Mbps 200Kbps 200Kbps 200Kbps 200Kbps 200Kbps 200Kbps 200Kbps 200Kbps Enhanced Care Standard Standard Standard Standard Applications *Includes ATM overheads High volume data, delay sensitive traffic and or carrier class High volume data, delay sensitive traffic and/or data delay sensitive traffic and/or data delay sensitive traffic and/or e: Tiscali does not guarantee local loop line quality and therefore cannot guarantee that it s Premium or products can be run across all lines that support 512K or less. The Tiscali Availability Checker will give an indication of whether a line can support our Premium and lines however where line quality is poor Tiscali accepts no responsibility for meeting its products minimum speed commitments. 11

12 7.0 hours client service support The Customer Service Team will handle any technical service; billing enquiries etc as well as any add moves and changes. For details of the fault management/escalation process please refer to the relevant document. The service is 24 x7 excluding bank holidays. Client Services is the first point of escalation of faults, general queries etc. Upon logging a fault the Partner will receive a reference ticket that will be used during the lifecycle of the issue. Tiscali may complete a fault ticket but will seek referral from the Partner that the fault can be closed. Tiscali reserve the right to charge the customer where no fault was found or the fault was the responsibility of the end-user or Partner. 8.0 Service level agreement All access services are subject to an SLA on delivery and availability. The credit for the SLA will depend upon the access type and any resilience applied. Further details of the SLA are provided in the appropriate document. All credits against the Standard SLA must be requested; there is no automatic credit provision. Any claims against the SLA must be made in writing within 20 working days of the issue arising 9.0 Pre-sales support The designated Pre-Sales person will be involved with the customer in the design of the customer s VPN. The scope of their remit is defined as: Initial Customer visit and brief; Customer conference calls; Basic VPN design using products within portfolio; Assistance with Standard RFI/Bid responses; Liaison with departments within Tiscali and external 3 rd parties Provisioning support Upon receipt of order details the provisioning department will enter the orders into the Tiscali systems and manage orders to completion. Where issues arise the provisioning teams will liaise directly with 3 rd party suppliers and escalate appropriately to the Service Delivery Manager. 12

13 11.0 Operational support To build up an understanding of the Partner it s operational functions, Tiscali Partners have access to named Tiscali Account Managers, Operations Execs and Pre-Sales staff. Staff understanding is supplemented with a range of online portal services and reporting tools to facilitate communication with its Partners. Via a single interface it is possible to view and manage all your IPVPN services as associated products including Access to Product and Marketing information Ability to generate quotes and review historic requests Place orders and download online reports Interface with the fault management systems View the uptime status of your IPVPNS and the Tiscali Core Network View Historical Bill Information To provide assurity of availability, DSL services have enhanced care option and dial backup services and all fixed link sites are protected with SLA service credits for delivery and monthly uptime Management and billing features Billing is monthly, all rentals are billed in advance and all installs are billed in arrears. All billing is to a minimum term. Discounts are based on cumulative IPVPN spend and the length of the Term contracted on particular circuit Billing Change Management events include Moves; Adds; Minor revisions to service; Upgrades, downgrades and other changes. The degree of change will determine if the fault is to be handled by Customer Service or a Service Delivery Manager. 13