Internet Service Definition. SD012v1.1

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1 Internet Service Definitin SD012v1.1

2 Internet Service Definitin Service Overview InTechnlgy Internet Service is a permanent Internet cnnectivity slutin. The service cnnects custmers t the InTechnlgy natinal netwrk infrastructure and rutes Internet traffic via ur intercnnectin with Tier 1 service prviders. Access t the Internet is prvided t custmer sites thrugh a variety f cnnectivity methds and is available within all InTechnlgy data centres. The InTechnlgy netwrk infrastructure ensures a resilient service with high availability guarantees; these are reflected in the Service Level Agreement. T ensure service levels are maintained all installatin, cnfiguratin and maintenance f the access link t the Internet is prvided as part f the service. InTechnlgy's dedicated service management centre is able t respnd t prblems 24 hurs a day, 7 days a week. Resilience in the netwrk infrastructure and the use f advanced mnitring means that InTechnlgy can prvide supprt remtely frm the service management centre. In additin, InTechnlgy ffers a technical supprt desk t prvide a fast and efficient respnse t all yur Internet service related queries. Service Inclusins/Exclusins Service Element Service Inclusin Service Exclusin Infrastructure Services Internet Secndary Services Primary DNS reslutin DNS Cache Servers NTP Services Dmain Name Transfers InTechnlgy resilient cnnectin t multiple Tier 1 Service Prviders Primary Mail Servers Dmain Name Registratin Mail / Web Screening Virus Checking Resilient cnnectin t Custmer site (see LANnet) Web Servers Web Space Internet Sftware Secndary Services InTechnlgy's service incrprates a secndary service as a backup facility t the Custmer's wn SMTP mail server. In the event that the Custmer's server r netwrk cnnectin fails, all incming s will be temprarily held n the InTechnlgy secndary server frm where they will be sent t the Custmer s server, nce the Custmer's server is back nline. Public IP Address Allcatin InTechnlgy, as an Internet Registry partner f RIPE has devlved authrity fr its wn IP address space. InTechnlgy als runs its wn autnmus system (AS). Fr Internet cnnectivity InTechnlgy assumes clients cnnecting t the Internet will use netwrk address translatin t map internal private Internet addresses t a single public Internet

3 address. With this in mind InTechnlgy usually allcates a blck f 8 valid Internet IP addresses (/29 subnet mask). Of the 8 addresses assigned, the Custmer can use 5 as ne defines the bradcast address, ne is the netwrk address and ne is allcated t the terminating ruter. Custmers requiring additinal IP addresses need t make a specific request, via InTechnlgy, under the rules f RIPE (The IP address gverning bdy). All custmers will be prvided with a RIPE IP address frm and this must be cmpleted befre the allcatin f IP addresses can take place. DNS Cache Servers As part f the service, InTechnlgy prvides DNS infrastructure t reslve IP addresses fr utging (web, etc.) requests frm users f the service. DNS cache is a name server, which des recursive queries t find the authritative answer t an Internet DNS request made by a user. Once this answer has been acquired it is then cached fr a finite set perid r 'time t live. Using DNS caching makes ppular queries faster and reduces verall bandwidth usage. Access Methds InTechnlgy ffers variety f methds t cnnect t the Custmer s lcatin, including ADSL and Ethernet LAN extensin cnnectins; the varius cnnectins are defined in the apprpriate LANnet Service definitins. The Internet service is als available within the InTechnlgy data centres. Custmers subscribing t the InTechnlgy Hsting Service access the Internet Service using a LANnet data centre prt. Dmain Name Registratin and Hsting Service Dmain name reslutin is a critical part f delivering web cntent and s t endusers. The dmain name administratin service is a chargeable additinal service prvided by InTechnlgy t enhance the Internet Service ffering. InTechnlgy manages dmain name registratin, renewal, transfer and release n behalf f the client. In additin t this, InTechnlgy prvides the authritative dmain name reslutin service fr the custmer dmain names that are administered by InTechnlgy. A highly skilled team is available t validate and implement custmer DNS change requests relieving the custmer f this ften understated business critical functin. Registratin Assuming sufficient infrmatin is prvided when the sales team take an rder fr a dmain registratin, the dmain will be registered and set-up within 48 hurs. Renewal When registering the dmain, InTechnlgy will mark the aut-renewal flag n the registrar s data-base. This means that under nrmal circumstances after the registratin perid (rdinarily tw years) elapses, the dmain name will be autmatically re-registered and InTechnlgy will charge the custmer fr the renewal. Renewing by default saves ptential serius disruptin shuld a custmer frget t instruct intechnlgy t renew the dmain befre it expires. It is pssible fr a custmer t pt ut f aut-renewal, hwever we urge custmers t think carefully abut the ptential ramificatins f dmain name expiratin befre they pt t d s. Custmers wh d nt wish t renew shuld send instructin t InTechnlgy in writing at least six weeks prir t the end f the registratin perid. Assuming that InTechnlgy has nt received written instructin cancel aut re-renewal, the registrar will renew the dmain name and bill InTechnlgy accrdingly. InTechnlgy will charge the custmer the amunt published in the price-bk fr the renewal at the prevailing rate. Transfer

4 Dmain name hsting can be transferred away frm InTechnlgy administratin r int the administratin f InTechnlgy. InTechnlgy will c-perate fully with requests t migrate a dmain name away, int the administratin f anther registrant agent. There is n cst assciated with this. When administratin f a dmain is transferred t InTechnlgy frm anther registrant agent, the transfer charge applies. The InTechnlgy service desk persnnel are experts in the transfer prcess and will deal with the technical aspects f transfers. Cntract perid fr the reslutin service Cntracts fr the dmain name reslutin service run fr 24mnths. If InTechnlgy des nt receive written instructin t cease aut-renewal f the dmain name at least six weeks befre the end f the cntract, the cntract fr the dmain name reslutin service will be renewed autmatically fr a further 24mnths. Aut-renewal is ffered t prtect the interests f the custmer. Separate charges apply fr registratin / transfer and that f the dmain name reslutin service (i.e. running the DNS service it s self). Service Implementatin During installatin f the Internet Service, InTechnlgy will prvisin and install the hardware and sftware cmpnents f the Internet Service. There are a number f elements t the installatin: 1. Cnnectin installatin 2. Installatin and cnfiguratin f the ruter n the Custmer s site (if apprpriate) 3. Internet Service delivery. 4. Service hand-ver. Cnnectin Installatin The Internet Service cannt be implemented until the cnnectin circuit between the Custmer s lcatin and the InTechnlgy data centre is installed and peratinal. InTechnlgy will plan and c-rdinate all aspects f rdering, implementatin and testing f the cnnectin; please see the LANnet Service Definitins fr mre details. Clearly this is nt required fr Internet delivery t a custmer s area within an intechnlgy data centre. Ruter/Switch Installatin and Cnfiguratin InTechnlgy will arrange a cnvenient time just prir t the final delivery f the cnnectin circuit t install and cnfigure the ruter/switch at the Custmer s site; please see the LANnet Service Definitins fr mre details. This terminating device is nt usually required if service is t be delivered within an intechnlgy data centre. Service Supprt

5 InTechnlgy will manage the Internet Service t the SLA stated belw. As part f the SLA, InTechnlgy will prvide remte mnitring frm an InTechnlgy service management centre and nsite supprt t an agreed Service Level. Infrastructure Supprt, Mnitring & Management The Internet Service is delivered t either a custmer site r t the Custmer s rack r suite within ne f the InTechnlgy data centres. All data centre cnnectins are supprted by a cmprehensive supprt, mnitring and management package, which enables 24 hur mnitring f all elements. The same supprt, mnitring and management package applies t mst LANnet custmer cnnectins t; please see the LANnet Service dcumentatin fr details. Errrs affecting the availability f the service are escalated t InTechnlgy's 24x7 service supprt staff and/r service supprt grups fr immediate actin. Sme LANnet Service cnnectivity ptins have limited r n mnitring and this des nt apply. Please see the apprpriate LANnet Service dcumentatin fr further detail. Delivery Timescales This is subject t the timescales fr delivery f the specific cnnectin mechanism used t cnnect the Custmer s site t the InTechnlgy cre netwrk. The chsen service cnnectin prvider has standard lead times fr the delivery f the physical access circuit. Service delivery frm InTechnlgy will be 5 days frm the chsen prviders ready fr use (RFU) certificate being received by InTechnlgy. Prvisin f the cnnectivity frm the chsen prvider has a typical lead-time f between wrking days t RFU, therefre the circuit shuld be rdered at the earliest pssible time. This will typically be n signing f the Service agreement.

6 Internet Service Level Agreement Three distinct areas f the Internet Service are cvered by this SLA: Service availability Time t restre Netwrk perfrmance InTechnlgy prvides Internet bandwidth thrugh its assciatin with leading Tier 1 Internet service prviders. Service Availability In calculating Internet availability and time t restre service the fllwing circumstances are excluded: Service unavailability as a result f cntractual service suspensin. Service unavailability due t faults n the Custmer's side f the service terminatin pint including pwer r lcal area netwrk failure. Faults that d nt affect delivery f the Internet service. Service unavailability due t planned maintenance. Typical cmmitted average availability as listed belw. This availability may be reduced dependant upn the LANnet delivery service chsen, please see the apprpriate LANnet Service descriptin fr mre detail. Availability Internet Service Cmpnent Equivalent Dwntime per mnth 99.8% Internet bandwidth prvided t a Service hsted within InTechnlgy's data centre 1 hurs 30 minutes Please see crrespnding LANnet SLA Internet Bandwidth prvided t a remte custmer site using LANnet cnnectin Please see crrespnding LANnet Service SLA Fr the purpses f measuring availability perfrmance against SLA, availability is calculated each calendar mnth. Service credits are available where the service fails t achieve the cmmitted average availability fr that mnth. Services are unavailable at a site when a qualifying fault has ccurred and the qualifying fault is still cntinuing at the time f reprting by the Custmer r ntifying by InTechnlgy. Fr sites with failver, service is unavailable during the perid when qualifying faults exist simultaneusly n bth primary and failver services at the site. The perid f unavailability is the time t restre (TTR) fr the qualifying fault. The TTR fr

7 each qualifying fault is the time frm ntificatin by the Custmer t the time when the fault is rectified and the service is restred. At all ther times the service is deemed t be available. The Availability f Service is measured ver a mnth and is defined as: Availability (%) = Ttal hurs in mnth - ttal perid f unavailability x 100% / ttal hurs in mnth Netwrk Perfrmance & Availability Hsts n the InTechnlgy LANnet Service netwrk are mnitred fr availability. The hsts are plled n a five-minute interval, failure t respnd results in a critical alarm ntificatin within the InTechnlgy SMC (managed services nly). Rund-trip-delay is measured n the InTechnlgy cre netwrk; this infrmatin is available n the nline prtal. Please see the LANnet Service descriptin fr mre detail. Planned Maintenance Planned maintenance can invlve a temprary suspensin f part r all the Internet service, in rder t enable InTechnlgy t undertake vital remedial/maintenance r upgrade wrk. Cntrlled utages will always be ntified t custmers at least 7 days in advance and be planned in such a way t have minimum impact n the Custmer s peratins. Cntrlled utages will nt be classified as qualifying faults. InTechnlgy reserves the right t carry ut emergency wrks t maintain the integrity f the netwrk and prevent the ccurrence f a mre prlnged failure. This may result in a shrter ntificatin perid. Definitin f Out f SLA The Service will be deemed t be utside f the SLA if any f the service cmpnents defined in this SLA are less than the stated cmmitted availability. Availability is expressed as a percentage and defined in this SLA dcument. Service Credits InTechnlgy shall pay t the Custmer by way f Service Credit, a sum equal t ne hur's Internet Service Charge (exclusive f VAT) fr each full-cmpleted hur in excess f the SLA based n the fllwing calculatin. Hurs in excess f SLA x (mnthly Internet /720) = Service Credit

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