CenturyLink Technology Solutions Content Delivery Network (CDN) G-Cloud V Lot 4

Transcription

1 CenturyLink Technology Solutions Content Delivery Network (CDN) G-Cloud V Lot 4

2 Overview of the Service (functional and non-functional) You work hard to produce high-quality and compelling content that both engages your audiences and serves as a critical extension of your brand and business. Online users today are sophisticated, impatient and unforgiving. Meeting and exceeding their expectations depends on digital content being delivered as efficiently as possible. If delivery is slow, users disengage. If delivery is not secure and fails, visitors may abandon your site for a competitor s and your bottom line will suffer. With your reputation and profitability at stake, it s critical that your digital content be delivered in a fast, secure, high-quality online Customer experience. CenturyLink has teamed with Level 3 Communications to offer a suite of Content Delivery Network (CDN) Services as an enhancement to our hosting offerings, allowing you to optimize your hosted application experience through a single provider. Our CDN services are designed to provide a fast, secure, high-quality delivery method for all your digital content, while offloading the traffic served directly from your origin, reducing bandwidth and delivering cost savings. Key Service Attributes: Service Name Service Layer Deployment Model Government Accreditation Networks to which the service is connected (directly)? 'API' access available documented and supported? Services available to other suppliers so they can use them to provide services to Government? This service shall be available to 3rd party suppliers such as ISVs in order for them to deliver platform or software services to Government. Data Centre Tier Minimum Contract/Billing Period? ISO27001 certification Free option? Trial Option? Content Delivery Network LOT4 N/A N/A PSN, Internet The CDN Portal API provides the ability to request data directly about the CDN Services for use in Customer's own processing. Yes Yes Tier 3. CenturyLink self-assessment is that the Data Center conforms and exceeds the open uptime standards for a tier 3 DC 1 Month Yes No No 2

3 Product Features and Benefits Features Customer Benefit The Caching Service optimizes the performance of delivering web-based content The Caching Service caches the content at the edge of the internet via an international network of caching servers so as to position the content closer to endusers. The Caching Service configuration takes into account the Customer s caching and security requirements The Caching Service supports the delivery of HTTPS content for both Object and Whole Site delivery models The Caching Service can also provide IP Blocking, Referrer Blocking, Geo Intelligence and Token Authentication The Origin Storage Service is designed specifically to store content for the CDN; including images, audio and video files, software and other content to be delivered to end-users. The Origin Storage Service is a highly redundant and scalable Origin Storage Platform ( OSP ) Dedicated storage nodes based in the United Kingdom for UK customers Measures taken to prevent unauthorized access to content on the OSP 24x7 Support The Streaming Service delivers video and audio content encoded by Customer in a supported streaming format (Steaming Media) via a network of streaming cache servers on the Internet. The Streaming Service support on demand Reverse Proxy Mode (Pull) and Forward proxy Mode (Push), live streaming (Windows and Adobe media formats are supported) i.e. Single Event, Event Series and Always On The Caching Service can also provide Geo Intelligence and Token Authentication 24x7 Support The Origin Storage Service is a highly redundant and scalable Origin Storage Platform (OSP) designed specifically to store content for the CDN; including images, audio and video files, software and other content to be delivered to end-users via the Internet taking advantage of CenturyLink Technology Solutions Caching Service and/or Streaming Service. Fast, secure, high-quality delivery method for all your digital content distributed via the Internet Access to Origin Storage Platform Subscriber chosen allowance Administration and Reporting web portal 24x7 Support The CDN Service includes a web-based portal (CDN Portal), for administration capabilities and reporting of usage statistics for subscribed CDN Services. Content Analytics is a powerful feature that provides data on a wide variety of Customer-defined traffic measures Provides up to 100 collections and provides more 3

4 detailed information for all available reports Provides the ability to schedule a report that captures streaming data during a live streaming event to be used for later analysis Example Use Cases An emblematic website commonly encompasses static and dynamic content. Static content entails images or style sheets and dynamic or application generated content includes elements of the website specific to each user such as user profiles, member only pages, etc.). CDN can improve functionality, performance and therefore speed up the download of the total content of the website which can aid in reduction of site desertion. For example, a Government organization could choose to use a single Cache CenturyLink CDN to deliver the complete website, to the end users to content uploaded by the user to the origin storage. This means that the organization can continue to use a single domain name ( for all the contents of the website without the need to separate the static and dynamic content on the website. CDN can cache static content at each edge location. This means that your popular static content (e.g., your site s logo, navigational images, etc.) will be available at an edge location for the browsers to download with low latency and improved performance for viewers. Caching popular static content with CenturyLink CDN also aid an organization offload requests for such files from your origin server CenturyLink CDN serves the cached copy when available and only makes a request to your origin server if the edge location receiving the browser s request does not have a copy of the file. DVLA requiring fast, secure, high-quality delivery method for all their digital content distributed via the Internet so that tax payers can buy their road tax on time without being penalised. CDN can provide this service for them in a matter that suits them either by caching or streaming (on-site or offsite) the static or dynamic content. Technical Features CenturyLink Technology Solutions (CTS) offer Customers a Content Delivery Network portfolio that includes caching, streaming and origin storage of digital content data distributed via the internet and or PSN. The Caching Service optimizes the performance of delivering web-based content; both small and large objects (resources) by caching that content at the edge of the internet via an international network of caching servers so as to position the content closer to end-users. The Caching Service configuration takes into account the Customer s caching and security requirements based on the content within their web site as well as the geographical location of their target audience; processing characteristics are assigned and the Caching Service is configured to address individual Customer needs. The Caching Service supports the Customer Origin option and the CDN Origin Storage. The Customer Origin option allows the Customer to maintain their own Origin infrastructure in order to store their web content, which in turn feeds the CDN. With the CDN Origin option the Customer subscribes to Origin Storage Service and uploads its popular content to the Origin Storage Platform which in turn feeds the CDN. Content is populated to the CDN upon the initial request by a user viewing or accessing the Customer s website, where it is retrieved from the origin server and delivered to the requestor and cached for future requests. Subsequent requests are then served the cached copy. The Caching Service supports the delivery of HTTPS content for both Object and Whole Site delivery models. Secure delivery requires a SSL Certificate. The Streaming Service - delivers video and audio content encoded by Customer in a supported streaming format (Streaming Media) via a network of streaming cache servers on the Internet. The Streaming Service configurations On-Demand streaming and Live Streaming (Single, Event Series and Always On) are supported. On-Demand Streaming enables Customers to distribute archived Streaming Media for viewing upon end-user request, where the content can be viewed at any time. 4

5 Customer may elect which mode of operation will best suit their content feeds for On-Demand Streaming i.e. reverse Proxy Mode (Pull) or Forward Proxy Mode (Push). The On-Demand Streaming Service option supports the Customer Origin option and the CDN Origin Storage. Live Streaming: A Single Event enables Customer to distribute Streaming Media for live viewing during a Single Event (as such event is specified in the Customer Service Order with CenturyLink). An Event Series enables Customer to distribute Streaming Media for live viewing during a series of Events scheduled by Customer during the Service Term. A Live Streaming: Always-On Event enables Customer to distribute Streaming Media continuously for viewing for the duration of the Service Term; where the ingest point is always available. The Live Streaming platform provides support for both Microsoft s Windows Media and Adobe Flash formats. The following Windows Media File Formats are supported: File Format Media Playlist Movie File (MPEG) Windows Audio File Windows Media File Windows Video File File Name Extension.asx,.wax,.m3u,.wpl,.wvx,.wmx.mpeg,.mpg,.m1v,.mod, mp2,.mpa,.mpe,.ifo,.vob.wav,.snd,.au,.aif,.aifc,.aiff,.wma,.mp3.asf,.wm,.wma,.wmv,.wmd avi,.wmv The following Adobe Flash File Formats are supported: File Format Content Type Container File Format Flash Player Minimum Usual Codec Pairing Sorenson Spark Video FLV 6, 7, 8, 9+ Nellymoser / MP3 On2 VP6 Video FLV 8, 9+ Flash Lite 3 Nellymoser / MP4 H.264 Video MPEG4: MP4, M4V, F4V, 3GPP 9,0,115,0+ AAC+ / MP3 Nellymoser Audio FLV 6+ Spark /On2 MP3 Audio MP3 6+ Flash Lite 3 Spark / On2 AAC+ / HE-AAC / AAC v1 / AAC v2 Audio MPEG-4: MP4, M4V, F4V, 3GPP 9,0,115,0+ H.264 Customisable Features for Caching and Streaming Services (Security Related Features); CDN Service can be configured to block end-user requests from specified IP addresses or Classless Inter- Domain Routing Blocks (CIDR). Any requestors whose IP address matches those specified will be banned from accessing resources. CDN Service entails Referrer Blocking feature, which enables the capability to control resource access so as to block referrals (cross links) that are not from authorized locations. The Referrer: header attached to the request is compared to a list of approved hostnames and the request blocked if a match is not found. It is possible to exempt specific resources from the Referrer: header check to allow access to resources that may be legitimately linked to from search engines or other external sources. 5

6 CDN Service can also be configured with the Geo Intelligence feature as an extra, which enables the Customer to selectively target its end-user delivery based on location for the purpose of localizing content and/or distribution rights enforcement. The CDN has incorporated a geographic database that allows the Customer to anonymously identify an end-user s physical location on the Internet based on their IP address location and does not require the use of cookies or behavioural profiling. Another exceptional optional feature of the CDN is the Token Authentication feature. This feature provides Customer with protection from URL tampering or re-use by providing the ability to publish resources with URL embedded tokens that will affect the validity of the request, encode/sign the URL in such a way as to allow the CDN to verify its authenticity and integrity and perform certain validation determinations without contacting the Customer s environment for authentication. Using Token Authentication prevents hyper distribution of resources by verifying the token of each end-user request. Because each token has a short time-to-live, it prevents end-users from accessing the file in perpetuity and forces end-users to request a new token from the Customer once the current token has expired. This allows the Customer to perform credential checks to see that the end-user is still entitled to receive the resource all the while providing high performance quality of service to the end-user by using edge authentication. The Origin Storage Service - is a highly redundant and scalable Origin Storage Platform (OSP) designed specifically to store content for the CDN; including images, audio and video files, software and other content to be delivered to end-users via the Internet taking advantage of CenturyLink Caching Service and/or Streaming Service. Customer, based on its requirements, is assigned a primary upload site. The site serves as the upload location and the primary serving origin to the CDN for the Customer s content. Once content is uploaded into the primary site it is automatically replicated to the secondary site within that region. Content is not automatically replicated between regions; Customer must upload its content into one location in each region if it requires its content be stored in both regions. If an end-user request is made for content that is not already cached on the CDN, then the request for that content is redirected to the primary serving origin. Should the content not be available at the primary origin, the request is redirected to the secondary origin within the region before redirecting requests back to the Customer s origin. New content added to the OSP is available to the CDN after upload and replicated within minutes. Changes to or deletions of content require a certain amount of time for the changes to be completely propagated throughout the entire CDN. Deletions will also be dependent on the specific time to live (TTL) parameters set for the content which may require a separate content invalidation action. Upload Methods - content can be uploaded by FTP and FTPS and SSH. Content Security - reasonable steps have been taken to prevent unauthorized access to content on the OSP. Access to any Origin Storage account requires specific credentials to view, load, or access content on the account. Additionally, the OSP is protected from DDoS or other types of digital attacks that could somehow negatively impact service. Administration and Reporting - the CDN Service includes a web-based portal (CDN Portal), for administration capabilities and reporting of usage statistics for subscribed CDN Services; Caching, Streaming and Origin Storage. The CDN portal facilitates - Role Management, API Keys and Access Groups within the Portal Admin function. It also facilitates Service Configuration under the My Services Function and CDN Order Status under The Orders Function. Under the Reports function one can find CDN usage reports, Content Analytics, Event Reports, Scheduled Reports and Client Side Statistics. Finally, the Network Tools function facilitates Caching Real Time Monitoring, Streaming Real Time Monitoring, Content Invalidation, Flash Diagnostics, Silverlight Diagnostics and Media Player Configuration. Usage Reports - the CDN Portal provides a dashboard view of the current month s utilization displayed in a time series chart of aggregated total usage and a table of usage measures for each of the Customer s CDN Services. From the dashboard the Customer can select more detailed CDN Service usage reports to include a number of display formats and filter options. Reports can be printed, exported in.csv format, or scheduled at regular intervals for delivery by in spreadsheet format. 6

7 CDN Portal API - the CDN Portal Restful Application Programming Interface (API) provides the means for developers to build software that interacts directly with CDN Portal data without requiring use of the browserbased graphical user interface. The available API interfaces include CDN Services and Access Group Hierarchy, Invalidations, Usage Reporting, Real-Time Monitoring, and Content and Client Side Analytics. The Analytics Related Features - are available to Customer via the CDN Portal. Certain features are offered as standard options while others are subscription-based. The analytics features are available for both Caching and Streaming Services. Content Analytics - is a powerful feature that provides data on a wide variety of Customer-defined traffic measures. The power in the Content Analytics feature arises through the Customer s ability to define how the data is collected plus the tool's numerous ways to analyse the data. Content Analytics can provide sampled or un-sampled data. A sampling rate is configurable by property. There are two feature levels available for Content Analytics: Basic and Premium. Basic is made available to Customer free of charge and includes up to 20 collections with high-level results in certain reports. Premium is a subscription-based option, includes up to 100 collections and provides more detailed information for all available reports. The following table lists the data available: Data displayed Basic Premium Description By Collection Trends for the collection at the aggregate level, by Requests or Bytes, with comparisons available between collections within the property By Status Code Statistics for each status code within the collection at the aggregate level, in Requests and Megabytes URLs per status code Click any row in the list to see all URLs with traffic in that code, plus a mini-chart and links to a larger chart By URL Detail Up to 20 URL detail, by Requests or Megabytes, in list and chart form By Custom Field Up to 4 Up to 20 Results based on the contents of the defined collection statistics at an aggregate level By Referrer Summary: Requests from the first 500 referring domains in list form Detail: Click a referrer line to see a chart of the number of requests By Server Status Summary: Specific categories, in list form Detail: Click a category to see its charted activity By Region Summary: Lists requestor data by geographic region to the country level Detail: Regional information for requestors and servers in table, chart and map form By AS Number Up to 20 View traffic through ASNs, determined by the IP address in requests, ranked by volume Client Side Statistics - provides CDN performance monitoring. The measures within the CDN Portal are presented in two types of metrics: Audience and Quality. The metrics are presented for both real-time and historical data. Log Retrieval - Customer may retrieve standard log data for analysis and archival with the Advanced Log Retrieval Tool (ALR). The ARL is available for installation on Windows, UNIX and Solaris. Logs are aggregated at scheduled intervals and prepared for download. In addition to standard HTTP status codes, Extended Status Codes are added to log entries, providing additional information about each request and increased visibility into the behaviour and efficiency of CDN features and functions. 7

8 Raw log data is in a proprietary format and may be converted to Common Log Format, Extended Common Log Format, Microsoft IIS Log Format, W3C Extended Log Format or a custom format as required by reporting requirements or the analysis tool to be utilized. The ALR Tool is available free of charge to all Customers. For more information on CDN Caching, Streaming, Origin Storage, Administration and Reporting see CTS Service Guide for CDN. Information assurance Suitable for delivering any HMG public internet facing content, regardless of its classification. CenturyLink is an ISO certified company. CTS self-assessment is that the data centre conforms and exceeds the open uptime standards for a Tier 3 DC. Services are delivered and managed by on-shore, UK based teams. On-boarding and Off-boarding processes/scope On-boarding Once the Customer has signed the Call Off contract, CenturyLink will build the solution in line with the agreed design and integrate into the management and monitoring systems. In parallel the CenturyLink Client Service Partner (CSP) (where purchased as an option) will prepare the Client Operations Manual. This document is the result of consultation between the Customer, their Government department IT sponsor (e.g. the department IT Service Manager, department IT Transition Manager), the Application Provider, and CenturyLink. This document is designed to provide the Customer with the full detail of the on-boarding process and with information about CenturyLink process and procedure, following Go Live. Off-boarding Should a Customer wish to leave the Service, this will be initiated through a service request to the CenturyLink Operations Centre or via a CenturyLink Client Service Partner (CSP) (where purchased as an option). Once the request to leave the Service has been confirmed, the Customer requirement for data extraction will be determined. If the Customer wished to extract data from the Service the data extraction procedure will be followed. If the Customer does not wish to extract data from the Service, access to the Service will be suspended at the end of the Service term and the decommissioning process will be started. The decommissioning process for Services will follow the guidance in Information Standard 5 - Secure Sanitisation of Protectively Marked Information or Sensitive Information Maintenance and Support Maintenance Scheduled Maintenance includes any foreseen, predictable need to make a change to the current state of the CDN Network, including upgrades and augments. If scheduled maintenance is reasonably expected to produce a service interruption, advanced notification will be provided by . The notification will specify the date and time (GMT) of activity, description and duration of activity, scope of event, possible effect on network, and a completion date, if needed. Maintenance activities deemed necessary to prevent or restore network failure may occur at any time. For highrisk and service-threatening outages, Customer will be notified by as early as possible. The notification lead time and maintenance window for these types of events vary based on the degree of Customer impact. 8

9 If determined that an emergency security change is required, CenturyLink, or its underlying vendor, will make the changes deemed necessary as soon as reasonably possible and will notify the Customer of the changes as soon as practicable. Support CenturyLink provides 24x7x365 Operations Centre facilities, using advanced monitoring and diagnostic tools for the logging of incident and requests and day to day Customer contact. Furthermore, the Operations Centre retains a pool of UK based, SC cleared staff for the triage and resolution of support issues on secure IL2 and IL3 services. The Operations Centres, Network Operations Centre s and Data Centres use an established management system tightly integrated with the CenturyLink Operational Support System (OSS) to maintain its commitment to the highest quality of service. The CenturyLink Operations Centre is the primary organisation for fault isolation, rapid restoration and problem management of Customer services. They are staffed to respond to all incidents and requests initiated either through event monitoring or directly by the Customer. The CenturyLink Operations Centre utilises integrated systems and processes for consistent handling of incidents, requests and changes. It uses an array of tools and has the capability to diagnose and resolve most common system level issues that are non-intrusive to Customer solutions. Maintenance and daily reviews are carried out within the Operations Centre. If an issue is detected it is promptly documented and the Customer is contacted if performance is or could be affected this is in accordance with our Crisis Management process. The vital components of the Operations Centres are: The Service Centre (SC) serving as the entry point for incidents, requests, changes and escalations The Command Centre (CC) serving as the first point of technical escalation The Operations Engineering Centre (OEC) for in-depth specialist SME investigation The Problem Management Centre (PMC), located within the Centre of Excellence (CoE) and serving as the focal point for trended incidents and root cause analyses. Customer Change Management which is owned by the Operations Centre of Excellence. Here we see that changes are deployed in a controlled way through governance and process and that it is managed through the Change Advisory Board. Changes are generally executed outside of business hours or during planned maintenance windows by the Operation Centre technical staff. Each Operations Centre also has close links to specialist engineering resources and teams, with their own clear lines of demarcation and responsibilities, for swift escalation and resolution. Escalation and Complaints CenturyLink has very clear escalation communication processes in which its staff are fully trained and tested. The CenturyLink escalation process is comprised of multiple components which are initiated by the Operation Centre, as follows: Technical Escalation invoked automatically (time driven) to resolve the incident Relationship Escalation invoked as required (Customer driven) to allow correct focus and communication Customer Escalation corresponding levels of engagement within the Customer s own organisation The CenturyLink Operation Centre monitors the status of cases so that escalations are made to the right teams at the right time. 9

10 Service management As a leading managed service provider, CenturyLink provide a full range of support and management services to complement the solutions CenturyLink provide. For details of these services please refer to CenturyLink Service Management Service Description defined on G- Cloud IV under Lot4 (Specialist Cloud Services). Service Levels In the event of a Service Level Failure, Customer may be entitled to receive the applicable service credit set forth herein ( Service Credits ). A. CACHING An independent performance testing company is used to measure performance of the Caching Service by testing a customer-agnostic 100KB object within the content delivery network at 5-minute intervals using performance testing agents situated in various locations around the world. CenturyLink reserves the right to change the testing agent and/or locations in its discretion. Service Level targets and eligible Service Level Credits are defined for each of the following service tiers described below. 1. Caching Availability The Monthly Average Availability Service Level for Caching for each Region is set forth in the chart below. The Caching Service shall be considered unavailable where the testing agent reports a request time-out, connection refusal, receive time-out or other similar error message (each an Applicable Error Message ). A Caching Availability Service Level Failure shall occur if a Region fails to meet this Service Level based on the cumulative unavailability in a given calendar month. In the event of a Caching Availability Service Level Failure, the Customer shall be eligible for a Service Level Credit equal to 20% of the Monthly Recurring Charge for the affected Caching Service. Region 2. Caching Performance Monthly Average Availability Service Level Europe EU 99.9% The Monthly Average Performance Service Level for Caching for each Region is set forth in the chart below. The Caching Performance Service Level is measured as an average, monthly, Regional, round trip time (measured in milliseconds), based on a time to first byte methodology, calculated by measuring the time elapsing from the moment the last packet of the test agent request is sent and the receipt of the first packet of the test object from the relevant point of presence ( Time to First Byte ). A Caching Performance Service Level Failure shall occur if the Time to First Byte exceeds the Monthly Average Performance Service Level set forth below. In the event of a Caching Performance Service Level Failure, the Customer shall be eligible for a Service Level Credit equal to one (1) day s charges for the allocated Monthly Recurring Charge for the affected Caching Service. Service Level Credits, in each case, are based on the average Time to First Byte for a given day. Region Europe (EU) Monthly Average Performance Service Level (measured in milliseconds) 50 ms 3. Caching Chronic Termination Event Customer may elect to terminate the affected Caching Service prior to the end of the Service Term without incurring early termination liability if all the testing agents in a given Region for such Caching Service issue a simultaneous Applicable Error Message for fifteen (15) minutes or more on two (2) or more occurrences during a calendar month (a Caching Chronic Termination Event ). In the event of a Caching Chronic Termination Event, 10

11 Customer must exercise its right to terminate the affected Caching Service, in writing, within thirty (30) days of the Caching Chronic Termination Event. 3. Caching Pricing Service Type Charge Type 1 Month Term per GB Rate above Committed Volume North America & Europe Region Monthly Recurring Charges 0 GB per service per month GB per service per month GB per service per month GB per service per month GB per service per month 2, GB per service per month 5, Non-Recurring Charges CDN Caching Setup one-time per service n/a B. STREAMING 1. Streaming Availability The Monthly Average Availability Service Level for Streaming is 100%. The streaming platform is monitored by five (5) geographically diverse network agents that take sample measurements every fifteen (15) minutes to monitor platform availability. A Streaming Availability Service Level Failure shall occur when all five network agents fail to successfully playback a 30 second customer-agnostic Streaming Media file for two (2) consecutive 15 minute intervals after an initial failure occurs. In the event of a Streaming Availability Service Level Failure, Customer shall be eligible for a Service Level Credit equal to the duration of the Streaming Availability Service Level Failure (in minutes) multiplied by the per minute usage charge, calculated based on Customers Monthly Recurring Charge, for the affected Streaming Service. Service Level Credit Calculation example: Monthly Recurring Charge = $22,500 Per Minute Usage Charge = $22,500 / [30 days x 1,440 minutes per day] = $.5208 Streaming Service Level Failure Duration = 2 x 15 (2 consecutive failures by each 15 minute occurrence after initial failure occurs) = 30 minutes Service Level Credit = 30 minutes x $.5208 per minute usage charge = $ Streaming Chronic Termination Event Customer may elect to terminate the affected Streaming Service prior to the end of the Service Term without incurring early termination liability if there is a Streaming Availability Service Level Failure three (3) or more times, consecutive or non-consecutive, during a rolling three (3) calendar month period (a Streaming Chronic Termination Event ). In the event of a Streaming Chronic Termination Event, Customer must exercise its right to terminate the affected Streaming Service, in writing, within thirty (30) days of the Streaming Chronic Termination Event. 11

12 3. Streaming Pricing Service Type Charge Type 1 Month Term per GB Rate above Committed Volume North America & Europe Region Monthly Recurring Charges 0 GB per service per month GB per service per month GB per service per month GB per service per month GB per service per month 1, GB per service per month 2, Non-Recurring Charges CDN Streaming Setup one-time per service 1, n/a C. ORIGIN STORAGE Origin Storage Service Levels would only apply for customers who subscribe to this feature as part of their Caching and/or Streaming services. 1. Origin Storage Access Availability The Access Availability Service Level for Origin Storage is 99.99% during any given month. An Origin Storage Access Availability Service Level Failure shall occur when Customer s access to Origin Storage Service is less than 99.99% based on Customer s actions of uploading, viewing or deletion of files stored within Customer s designated content folders which reside on the Origin Storage Service. In the event of an Origin Storage Access Availability Service Level Failure, Customer shall be eligible for a Service Level Credit equal to charges for one (1) day of the allocated Monthly Recurring Charge for affected Origin Storage Service. 2. Origin Storage File Loss The File Loss Service Level for Origin Storage is 0%. File Loss shall refer to any Customer content uploaded to the Origin Storage Service that ceases to exist within such Service for any reason other than the result of an Excluded Event. In the event Customer experiences File Loss within the Origin Storage Service in any calendar month, Customer will be entitled to a Service Level Credit equal to a percentage of the allocated Monthly Recurring Charge attributable and proportionate to the File Loss measured in file (or library) size. For example, should customer experience a two percent (2%) File Loss, the Service Level Credit shall equal two percent (2%) of the allocated Monthly Recurring Charge for the affected Origin Storage Service. 3. Origin Storage Chronic Termination Event Customer may elect to terminate the affected Origin Storage Service prior to the end of the Service Term without incurring early termination liability set forth in the Agreement if Customer is unable to access the Origin Storage Service on three (3) or more separate occasions of three (3) or more consecutive hours each in any calendar month (an Origin Storage Chronic Termination Event ). Customer must exercise its right to terminate the affected Origin Storage Service, in writing, within thirty (30) days of the Origin Storage Chronic Termination Event. 12

13 4. Origin Storage Pricing Service Type Charge Type 1 Month Term per GB Rate above Committed Volume Monthly Recurring Charges 100 GB per service per month GB per service per month GB per service per month Non-Recurring Charges Origin Storage Setup one-time per service n/a PROCESS Customer must request any Service Level Credit due hereunder by submitting an to billing@savvis.net within thirty (30) calendar days of the conclusion of the month in the Service Level Failure(s) occurs. Customer waives any right to such Service Level Credits not requested within this thirty (30) calendar day period. Service Level Credits will be issued once validated by CenturyLink and applied toward the invoice which Customer receives no later than two (2) months following Customer s Service Level Credit request. All performance calculations and applicable Service Level Credits are based on CenturyLink records and data unless Customer can provide CenturyLink with clear and convincing evidence to the contrary. LIMITATIONS The applicable SLA provides Customer's sole and exclusive remedies for any Service interruptions, deficiencies, or failures of any kind. To clarify, such sole and exclusive remedies shall not apply to breaches of unrelated obligations under the Agreement such as infringement, confidentiality, etc. The SLA and any remedies hereunder will not apply and Customer will not be entitled to receive a Service Level Credit (a) if any outage, failure or unavailability is due to inaccessibility, erroneous measurements or non-responses of the testing agents; (b) if Customer is subject to geographic restrictions on content delivery; (c) in months in which a Disproportionate Peak occurs; or (d) in the event of an Excluded Event. Customer will not be eligible to accrue any otherwise applicable Service Level Credits if Customer is in breach or default under any provisions of the Agreement at the time a Service Level failure as described herein occurred or at the time when such Service Level Credit is requested by Customer until such breach is cured. The Service Level Credits set forth herein are not cumulative and in no event will the Service Level Credits accrued in any calendar month exceed, in the aggregate across all events, fifty percent (50%) of the affected Service MRC. DEFINITIONS Excluded Event means any event that adversely impacts the Service that is caused by (a) the acts or omissions of Customer, its employees, customers, contractors or agents; (b) the failure or malfunction of equipment, applications or systems not owned or controlled by CenturyLink; (c) Force Majeure events; (d) scheduled and/or emergency maintenance; (e) any suspension of Service pursuant to the Agreement; or (f) the unavailability of required Customer personnel, including as a result of failure to provide CenturyLink with accurate, current contact information. Service Credit means an amount deducted from fees billed to Customer in the event of a Service Level Failure. Service Level Failure means CenturyLink s performance for a particular Service fails to meet the applicable Service Level set forth in this SLA. Service Constraints CenturyLink performs routine maintenance to enable the installation of improvements to its network and infrastructure. As part of arranging a program of problem management, preventative maintenance is performed to 13

14 correct potential issues that have been identified by CenturyLink' early warning procedures and processes that are based on careful monitoring and thorough analysis of activity logs for CenturyLink network and facilities. CenturyLink makes every effort to prevent disruptions in service and performs maintenance during low traffic times in order to minimise potential interruptions to Customer operations. Planned Maintenance Schedule SATURDAY This period of time is for each Data Centre to perform any needed local maintenance. All published times are local to the region in which the maintenance is being executed Saturday UK Data Centres 2:00 AM 6:00 AM Weekly maintenance notifications are only issued to contacts that the Customer have identified as "Technical Notification Contacts"; set up by the Customer with the operations Centre, or by the optional Client Service Partner (CSP) upon implementation. The Weekly Maintenance Notification informs the Customer of any local improvements to the CenturyLink network or infrastructure. In most instances, the weekly Maintenance Notification will be issued at least 24 hours prior to the scheduled work, with the exception of urgent maintenance actions, which will be handled as needed. While CenturyLink endeavour to minimise planned maintenance activity, and may not always utilise planned maintenance windows, Customers should assume that Services will be unavailable during this time. In the event of a maintenance window being invoked all affected Customers will be sent a notification. An example of the advanced notification format can be provided upon request. Emergency Maintenance - If a mission critical situation arises CenturyLink will immediately contact the Customer using CenturyLink Emergency contacts procedures. Only Technical Notification contacts with addresses and on file with CenturyLink will be contacted in the event of a network or facilities event involving multiple customers. An alert will also be sent to notify all affected customers with details of the event. Periodic updates throughout the course of the event will be provided. Charges The manner of billing and applicable charges shall be set forth in the applicable CenturyLink Order Form and shall remain in effect during the Service Term. Charges for CDN Services and certain customizable features consist of three components: (1) a non-recurring installation charge; (2) a monthly recurring charge based on service level; and (3) monthly usage charges to the extent usage exceeds allowances in the service level where applicable. Ordering and invoicing process Procurement and ordering of the services can be conducted via execution of an Order Form generated by CenturyLink. Billing of the services will be on a per calendar month basis. All EMEA based billing enquiries should be directed to: emeabilling@centurylink.com (DDi) +44 (0) (ask for Billing department) (Fax) +44 (0)

15 Schedule Bills are processed and mailed at the end of each month; they represent service for the coming month. The Billing Department receives notification once your service is activated. Your first invoice includes any one-time installation fees as well as any prorated charges required for partial service installed during the month. As an example, if your service was activated on July 7, prorating ensures you will only be billed for the 25 active days within that month. Prorated fees are calculated on a per day rate for the month of service. Terms Invoiced amounts are due in full within 30 days after the date of the invoice ("Due Date"). In addition to the Service charges, the Customer will pay all applicable Taxes. CenturyLink reserves the right to charge interest in the event of any non-payment at the lesser of 1 1/2% per month or the highest rate permitted by applicable law and attorneys' fees and costs incurred by CenturyLink in collecting such amounts. Billing for each Service shall commence on the Billing Commencement Date ("BCD"), as defined in the applicable Order Form for the Services. Except as may otherwise be set forth in the applicable Order Form, (a) monthly recurring charges ("MRCs") will be billed monthly in arrears, (b) varying or usage-based charges will be billed monthly in arrears and (c) installation or other non-recurring charges will be billed upon the Billing Commencement Date. Termination terms Where Customer procures Services on a month by month basis, CenturyLink can offer a greater degree of flexibility in its termination provisions for a Customer. Monthly Services For Services that are procured on a one (1) month basis, the Customer shall provide one (1) months written notice of its intention to terminate and at the end of the notice period the relevant Services shall expire and no termination fees shall apply. Optional Services with a committed term period (i.e. 12 months or 24 months) For Services with a committed term (i.e. 12 or 24 months), if the Customer terminates an ordered Service prior to its Billing Commencement Date, the Customer will pay a cancellation fee equal to one month's projected Monthly Recurring Charges, plus all out-of-pocket costs incurred by or imposed upon CenturyLink (e.g., ordered equipment, licenses, carrier termination charges). If, after the BCD but prior to the conclusion of the applicable Service term, the Service or this Agreement is terminated either by CenturyLink for cause or by the Customer for any reason other than cause, then the Customer shall be liable for: (a) an early termination charge equal to 50% of the then current MRC for the affected Services multiplied by the number of months remaining in the Service term; (b) Service charges accrued but unpaid as of the termination date; and (c) any out-of-pocket costs incurred by or imposed upon CenturyLink (e.g., ordered equipment, licenses, carrier termination charges). The parties agree that any cancellation fees and early termination charges set forth in the service description constitute liquidated damages and are not intended as a penalty. If a particular Service is terminated upon which another service is dependent, all such dependent services shall be deemed to be terminated as well. Customer responsibilities Customer shall be responsible for maintaining any master or back-up copies of Streaming Media or other Customer provided content. CenturyLink shall not be responsible for and shall have no liability for any claims relating to the destruction, loss or corruption of Streaming Media or other Customer provided content. All Streaming Media delivered by Customer shall be delivered in the supported encoding format(s) selected by Customer in the Customer Order. 15

16 Technical requirements If any third party software, including any corresponding documentation, is provided to Customer by CenturyLink in connection with any of CDN Services, or features, Customer agrees to use such third party software strictly in accordance with all applicable licensing terms and conditions. CenturyLink makes no representations or warranties whatsoever with regard to such third party software. Details of any trial service available None available 16