Wholesale Internet Service Schedule

Transcription

1 Our Wholesale Internet Service provides a high quality, reliable, dedicated permanent connection to the TOPG Network. It is intended for customers who want to resell access to the Internet. 1. Access Connections 1.1 The following access connections are supported: (a) ISDN. This access connection can support access speeds from 64kbps to 256kbps. Bonding of multiple channels is achieved using PPP Mulit-link. (b) E1 a 2Mbps telecommunications link. (c) E3 a 34Mbps telecommunications link. (d) T3 a 45Mbps telecommunications link. (e) STM1 a 155Mbps telecommunications link (f) Ethernet 10Mbps or 100Mbps Ethernet link. (g) ATM 1.2 STM1, Ethernet and ATM are not available in all areas. Availability will be assessed on a case-bycase basis. 2. Access Rates 2.1 It is possible for you to specifiy an access rate below the access connection line speed. If you do so, the connection will be limityed to be no more than the specified access rate. The minimum access rate is 64 kbps and access rates above this may only be specified in increments of 64kbps below 1 mbps and 256 kbps at 1 mbps and above. You may select the access rate you seek by completing the Order Form, which will be binding when accepted by us. 3. IP Addresses and Routing 3.1 If required and available, we will allocate to you a reasonable number of non-transferable IP Addresses and a routing entry for the period of the Service. We will provide static routing advertisements of your network(s) to the Internet. 3.2 The allocated IP Addresses are based on the Internet community s Best Current Practice as set out in RFC It is your responsibility to source any additional IP Addresses from the relevant authority. We make no warranties concerning the visibility of the static routing advertisements. You must provide routing entries to match your IP Address ranges. We will require written approval of the registered owner of all IP Addresses before allowing routing of these IP Addresses on your behalf. We will require each IP Address range to have a minimum of 256 IP addresses (or /24 prefix length). If you are mulit-homing (i.e, using TOPG in conjunction with other Internet access providers) you are required to: (a) Register with us the fact that you are multi-homing; (b) Be running BGP4 for exterior routing; and (c) Have your own AS number for advertising IP addresses Initial Page 1 Initial

2 3.3 You warrant that, in respect of any IP Addresses that you require TOPG to advertise on your behalf, you are the registered owner of such IP Adresses or are authorized by the registered owner of such IP Adresses to advertise them. You must ensure that the whois contact details for the I Addresses you require us to advertise are correct. TOPG may at any time require you to provide to it written approval of the registered holder of all IP Addresses before allowing or continuing routing of such IP Addresses on your behalf. 4. Access Tails 4.1 The connection from your premises (or the premises of your End User) to the access point on the TOPG Network (the access tail ) is an optional part of the Service. Either TOPG or another telecommunications provider can supply the Access Tail. 4.2 You will be responsible for: (a) Obtaining IP Addresses for your own network (TOPG will supply this if we are supplying the Access Tail) and the network of your End Users; (b) Routing within your network (c) Providing standard services such as mail and news hosting; and (d) Obtaining a primary DNS for your domain and both primary and secondary DNS for your End User domains. We will provide a secondary DNS function for your domain. 5. TOPG Access Tails 5.1 TOPG is capable of offering the following Access Tails; ATM; Clear Channel; and DSL. We make no guarantee that an Access tail will be available in an area or at the bandwith required. Our capability to provide an Access Tail will be determined by us prior to accepting the Order Form. 5.2 Customer Premises Equipment (CPE) used to terminate the Access Tail at your premises or the End User s premises must be capable of working with the exchange equipment and network architecture. TOPG will need to approve all CPE used on the network and can assist in identifying suitable CPE that works with the Access Tail. You will be responsible for providing your own or your End User s suitable CPE equipment. 5.3 ATM (a) An ATM service generally comprises of 2 components: Access to an ATM Network ( ATM Access ) and a Private Virtual Circuit ( PVC ) across the carrier ATM network. (b) Under this Service Schedule, you are able to acquire from us either The ATM Access and the PVC connecting such access to TOPG; or Where you already have an ATM Access, the PVC connecting your existing ATM Access to TOPG. (c) Noting that bandwith rates are affected by overhead, distance from exchange, line infrastructure quality, and CPE capability, the bandwith rates for each of the ATM Access (if acquired) and the PVC can be limited at your option to the rates set out below: For the ATM Access For the PVC 2, 4, 6, 8, 12, 16, 34, 45, 155 Mbps Between 64kbps to 34 Mbps with certain incremental limitations Initial Page 2 Initial

3 (d) The aggregate bandwith of all PVCs through a single ATM Access is limited by the Access Speed of the ATM Access 5.4 CLEAR CHANNEL (a) The Clear Channel Access Tail supports links with 2Mbit/s bandwith. The Access Tail is between an access device in a TOPG POP and a switch or router in your premises or the premises of an End User. 5.5 DSL (a) A DSL Access tail is a Digital Subscriber Line (DSL) made up of the following components: DSL connectivity utilizing existing Telstra Customer Access Network (CAN) between you or your End User and a proximate Telstra Exchange; and Aggregated connectivity using ATM Variable Bit Rate (VBR) technology between the Telstra Exchange and the TOPG access device. (b) There are two types of DSL technologies from which you may choose; Symmetric High Speed Digital Subscriber Line (SHDSL) and Asymmetric Digital Subscriber Line (ADSL). The two technologies require different Customer Premises Equipment (CPE). You must nominate in the Order Form which technology you wish to acquire. (c) You must nominate in the Order Form an access rate for the bandwith of the DSL Access Tail. (d) TOPG offers two levels of contention for a DSL Access Tail 1:1 and 16:1. Noting that bandiwth rates are affected by overhead, distance from exchange, line infrastructure quality, and CPE capability, the possible bandwith rates for each of the contention levels are set out below: 1:1 Contention For the SHDSL Services For ADSL Services 128, 256, 384, 512, 768, 1024, 1536kbps and 2Mbps N/A 16:1 Contention (These products are not available for sale with any Port that is charged based on Volume) For the SHDSL Services For ADSL Services 512kbps, 1Mbps, 2Mbps 384/128 kbps, 1.5Mbps/256kbps (e) For 16:1 contention based DSL, TOPG will supply a RADIUS proxy device which will log and relay relevant AAA events, including Domain Name and User ID in respect of all connections to your RADIUS device. (f) For 16:1 contention based DSL, each authenticated session of an End User will have a Static IP. TOPG uses Layer 2 Tunneling Protocol (L2TP) services to connect the End User via a tunnel dynamically created from the DSL connection to the TOPG L2TP Network Server (LNS), which advertises the allocated IP address block. You will be passes authentication request and are responsible for assigning the correct IP address using the relevant RADIUS attributes (FramedIP Address, Framed-Netmask, Service-Type and Framed-Protocol). Initial Page 3 Initial

4 (g) You obtain access to the TOPG proxy RADIUS by a leased line connection from us through which your RADIUS Server can be addressed. Hence, you must acquire an Internet Port under the terms of this Service Schedule if you wish to resell 16:1 Contention based DSL. We do not warrant the performance of the connection between your RADIUS server (or the RADIUS server of one of your End Users) and our proxy RADIUS where any part of the link between the two servers is passed via the public internet. TOPG excludes any liability to you for a Service Level where the connection between the two RADIUS servers passes over the public internet. 6. Service Activation & Minimum Service Period 6.1 In the Order Form you may nominate a date by which you would like an Access Port or Tail to be activated. If that Order Form is accepted by us, we will endeavour to activate the Service by that date. No guarantee can be given that the Service will be activated by the required date. If for any reason we are unable to meet the required date, we will inform your designated contact of the new delivery date. 6.2 In the Order Form, a Minimum Service Period will be specified. You must retain each Access Port and Access Tail nominated in that Order Form for the Minimum Service Period following the Service Commencement Date for that Access Port and Tail. 7. Charges 7.1 The Order Form sets out the Charges that are payable for the Service. All prices listed in the Order Form are in Australian Dollars and are exclusive of GST. The following sections describe the operation of the various charges. 7.2 Activation Charges Activation Charges are once only charges. Activation Charges do not apply for increments within the same technology (e.g a change from 64K ISDN to 128K ISDN), but do apply when you wish to change the technology by which the port is accessed (e.g from ISDN to E1) 8. Access Port Monthly Charges 8.1 The Access Port Monthly Charge is either Fixed Rate or Volume Based. You select which type of charging you require in the Order Form. You may not change between the Fixed Rate and Volume Based during a billing period. The monthly port charge will be calculated from the time of provisioning. The day in which the upgrade or change is provisioned will be considered a full day of operation for the purposes of calculating the pro-rata charge. (a) Fixed Rate The port rental is based on the subscribed bandwith of the Port and varies according to the POP in which the port is located. The subscribed bandwith of the Service is defined as the lesser of: o The access connection line speed; and o The access rate limit of the Service, if specified. Initial Page 4 Initial

5 (b) Volume Based Charging is based on the quantity of data transferred, which is defined as the total number of bytes passing from the TOPG access device to you All data quanitites are measured in bytes, with 1 Kbyte = 1000 Bytes, 1 Mbyte = 1,000,000 Bytes, and 1Gbyte = 1,000,000,000 Bytes. There is a Minimum Monthly Charge that includes a number of Mbytes of Data. There is then a rate for Excess Data. Billing in respect of a Volume Based charged Internet Port will occur as follows: each month, TOPG will invoice you for the Minimum Charge in advance. At the end of each month, TOPG will provide to you a statement of the amount of traffic on the Internet Port during the month and, if necessary, will invoice you for that amount which reflects the difference between Minimum Charge and the amount that was payable. 9. Access Tail Monthly Charges The Access Tail Monthly Charge is a fixed rate payable each month 10. POP Locations Capital City POPs Metropolitan POPs Brisbane, Sydney Newcastle, 10.1 Introduction TOPG is committed to providing a reliable, high quality network. To back up our commitment, we offer to you Service Levels and Credits. The Service Levels are measured on a calendar monthly basis. The Service Levels apply throughout the Service Team. For SLA s regarding TOPG Access Tails please refer to the Wholesale Access Tails Service Level Agreement. Initial Page 5 Initial

6 10.2 Network Availability Service Description Service Level Network Availability The availability of the TOPG network This is the ability for communications to occur between the TOPG access device by which you get access to the TOPG Network and the core router at any one of the TOPG POPs considered to be a border POP. A border POP is defined as a TOPG POP where a significant percentage of traffic exits to other autonomous systems or the internet. Currently these POPs are Sydney, Brisbane, Seattle and San Jose. Network Availability is expressed in terms of the proportion of time (with the exception of Planned Outages) for which communications is possible. With the exception of Planned Outages, the network will be available % of the time in a Capital City POP % of the time in a Metropolitan or Regional POP If you believe that the network is not available you must lode a trouble ticket. The network will be deemed not available when (a) the trouble ticket is received by TOPG (unless TOPG establishes that the network was available at the time of lodgement of the trouble ticket) or (b) when TOPG gives to you a notice acknowledging that the network is not available. The network will be deemed restored when the network becomes available again Network Latency Service Description Service Level Network Latency The time it takes a packet to travel from source to destination and back. For domestic latency; This is defined as the monthly average of the times taken for packets to make the round trip between the POP in which you have acquired the Access Port and the POP in Sydney. For Internation Latency; This is defined as the monthly average of the times taken for packets to make the round trip between the TOPG POP in Sydney ad a layer 3 device located in California, USA. The domestic latency will not exceed 150mS for the standard quality of service. The Internation network latency will not exceed 250mS for the standard quality of service. Latency is calculated by using 5 minute polling intervals Initial Page 6 Initial

7 10.4 Packet Loss Service Description Service Level Packet Loss The difference between the number of packets received and the number of packets sent Packet Loss is the difference between the number of packets received and the number of packets sent. It is measured as the monthly average of packets lost between the POP in which you have acquired an Access Port and the POP in Sydney. Packet Loss will be no more than 1% of the packets sent Packet Loss is calculated by using 5 minute polling intervals Service Credit Calculations Service Levels are measure on a calendar monthly basis. Subject to the credit claim process set out below. TOPG will provide a credit ( Credit ) for a failure to deliver a Service or to Respond or to Respond and Restore in accordance with a Service Level set out above (each a Fault ). A scale is a Severity Scale set out in the Fault Severity Table. The Credit per Fault will be a percentage set out in the table below of the recurring monthly charges that are payable by you in respect of the affected portion of the Services for the calendar month in which the Fault occurred: Service Credit Table Service Component Credit 0% 5% 10% 15% Internet Access Port Network Availability Cap City % % % Under 99.50% Network Availability % % % Under 99.00% Metro/Regional Network Latency National Under 150mS mS mS Over 350mS Network Latency Under 250mS mS mS Over 550mS International Packet Loss 0-1% 1.1-5% % Over 10.1% In any one calendar month you are only entitled to a maximum Credit of 25% for the month. In the calculation of Packet Loss and Network Latency, measurements during a Planned or unplanned Outage are excluded. In respect of Planned Outages, we will use our best efforts to provide a 5 Business Day notification of any scheduled outage to the Service. The length of outages will be minimized and, where practicable, will occur in a window between 12 midnight and 5am (Sydney time). Where an outage affects supply of Services only to you every effort will be made to schedule this outage to take place at a time you specify. Initial Page 7 Initial

8 10.6 Service Credit Process A Credit will only be given where: Wholesale Internet Service Schedule (a) You are current with your payments for all undisputed invoices rendered before the Claim; (b) You have lodged with TOPG a Claim for a Credit and provided TOPG with all evidence available to you to support such Claim; and (c) TOPG has acknowledged to you responsibility for the Fault. (d) TOPG will make an acknowledgement to you within 7 days of your lodging a Claim and shall provide reasons to you if, for any reason, it denies liability for the Fault or Failure. If you disagree with TOPG s denial of a Claim, you shall be entitled to exercise the dispute resolution procedures described in the Master Service Agreement. (e) Claims must be lodged with TOPG within 30 days of the end of the month to which the Claim relates. (f) Claims where TOPG has accepted responsibility will be applied to your billing during the month following TOPG s acknowledgement of responsibility for the Fault. This is a Service Schedule under the Master Services Agreement signed by the parties, the terms of which are incorporated into this Service Schedule. The parties to this Service Schedule are The One Provider Group Pty Ltd (ACN ) and Customer Name ABN Customer Signature Name & Position Date Signatory warrants that he/she has the authority to execute this document on the Customer s behalf. Initial Page 8 Initial