User s Guide to the Service Level Agreement (SLA) Website

Transcription

1 User s Guide to the Service Level Agreement (SLA) Website Revision 1.3 April 9, 2004 CenturyLink Business Operational Services 1

2 Table of Contents 1 INTRODUCTION Purpose of Document Users Definitions ACCESSING THE SITE Performance Statistics Matrix OPTIONS FROM SLA HOMEPAGE Home Real-Time Statistics Refresh Option Latency and Loss Matrices Monthly Statistics Port Utilization Utilities Node To Node Ping Traceroute SLA & Performance SLA Monthly Statistics Service Level Agreement Help

3 1 INTRODUCTION SLA User s Guide version Purpose of Document The SLA Performance Website provides access to data that describes the performance of the CenturyLink s global IP network AS3561. This document is to help enhance the use and understanding of this tool. 1.2 Users The SLA Performance Website is for CenturyLink customers, potential customers, and peers who need access to real-time statistics, statistical analysis and monitoring of data over the AS3561 network. 1.3 Definitions ISICS - Internet Statistics Integrated Collection System Latency- is the time it takes a packet to travel roundtrip between two sites, measured in milliseconds. Loss- is the amount of packets that do not arrive at their destination intact, expressed as a percentage of the total number sent. Service Level Agreement (SLA)- is an agreement between customers and CenturyLink, defining the nature of the service provided and establishing a se of metrics to be used to measure the level of service provided, measured against the agreed level of service. For details on these metrics, please refer to SLA & Performance tab on the website. Ping- is a program used to test whether a particular network destination on the Internet is online (i.e. working) by repeatedly bouncing a signal (called the Internet Control Message protocol ICMP- Echo Request Packet) off a specified address (i.e. destination) and seeing how long that signal takes to complete the round trip. Traceroute- traditionally is a tool used to evaluate hops taken from one end of a link to the other. This shows the full connection path between your site and another Internet address. The traceroute tool on the SLA website is modified to show paths from one node on the network to a destination IP address. In Traffic- is defined as traffic entering the CenturyLink network or going to a CenturyLink router from a customer or peer. Out Traffic- is defined as traffic leaving the CenturyLink network or towards a peers network or customers router. 3

4 Time Zone- All reports on the SLA website, including Port Utilization are done in Eastern Standard Time (EST). 2 ACCESSING THE SITE Users can directly access the ISICS/SLA performance website at: A similar image to the Figure 1 should appear. Figure 1 SLA Homepage and Real-Time Performance Matrix 2.1 Performance Statistics Matrix The bottom section of the SLA Performance Statistics website homepage, Figure 1, presents a summary table of Real-Time Performance Statistics by Region (Japan, Australia, Europe, United Kingdom (UK), North America). Statistics from these regions are displayed here in real-time (displayed every 5 minutes). Latency (measured in milliseconds) and data loss (measured as a percentage) are displayed for links between and within these regions. 4

5 3 OPTIONS FROM SLA HOMEPAGE The menu located at the top of Figure 1 in black is the means by which the site may be navigated. Including: Home Real-Time Statistics Monthly Statistics Port Utilization Utilities SLA & Performance Help Sliding the cursor across the screen will highlight each of these options. Underscoring of the label text will appear as your cursor passes them. Make your selection by left-clicking the mouse as it passes over the labeled link. Each of these sections is describes in the subsections that follow. 3.1 Home The Home section allows users to return to the performance matrix across regions and the global map. 3.2 Real-Time Statistics To maintain accurate up-to-date data over the network the website will refresh and reload every minute. The site will default to the page you are currently on. Real-time statistics are an average of 10 pings per minute, or one ping every 6 seconds, to every node in the network. As seen below in Figure 2, there are several choices to view current statistics on the network. Each are separated by Latency and Loss. 5

6 Figure 2 Real Time Statistics Menu Latency is the time it takes a packet to travel roundtrip between two sites, measured in milliseconds. Loss is the amount of packets that do not arrive at their destination intact, expressed as a percentage of the total number sent Refresh Option The site will automatically default to refresh every minute with up-to-date real-time statistics. You may change this option to refresh every 5 minutes, 10 minutes, or not at all. The view of the network is separated by region. To view just Europe, click on the latency or loss located next to Europe. To view just then North America, click on 6

7 the North America latency or loss and so on. Once you have chosen the region you are interested in, you will see a matrix similar to the one in Figure 3. Figure 3 North America Latency Matrix for Real-Time Latency and Loss Matrices The matrix is a cross listing of nodes. In the above example Figure 3 we have shown a listing of nodes in North America, starting with Atlanta (ALD) all the way to Toronto (TNC). If, for instance, you were looking for Cleveland (CVN) to Chicago (CHD) you would look for Cleveland vertically and correlate that line to the horizontal line at CHD, in this example, 7 milliseconds of latency. If you hold your mouse over any number it will tell you which two nodes you are looking at. This mouse-over feature is available in monthly statistics as well. For Latency: Data speed (in milliseconds) is represented by color; speeds faster than 85 ms will appear green, speeds in the ms range will appear yellow, and speeds slower than 100 ms will appear red. In some instances, nodes that are unreachable will appear blue with the letters NR. (This information is available up to the minute.) The ranges for latency SLAs differ from region to region. For Loss: Lost packets (in percentage) are represented by color, percentages of loss less than 10% will appear green, between 10-20% will appear yellow, and any loss higher than 20% will appear red. In some instances when a node is not reachable that entry will appear in blue with NR. (This information is available up to the minute.) (To view the ping results for any data set, you may click on it. A dialog box will appear with the last minutes worth of ping results.) 3.3 Monthly Statistics The format of the Monthly Statistics page closely resembles the Real-Time page. The 7

8 main difference is the information represented here is that an average over the month for each link and across the region as a whole is represented. Here you can view the target versus the actual achieved Latency and Loss metrics. 3.4 Port Utilization Selecting this option permits you to view graphs and reports for the specific services to which you have subscribed. To access this system a login and password are required. Customers should contact an account representative to set up an account or contact ISICS directly at Isics@savvis.net. For more information of this reporting system click on Online Help Menu under the Port Utilization login page. You may reach the login page by clicking on Port Utilization from the navigation bar. 3.5 Utilities Node To Node Allows a user to collect real-time latency and loss statistics between any two CenturyLink nodes Ping The Ping utility provides the following information about a packet's round trip between a selected CenturyLink node and a specified address (described as a URL or IP address): Whether the specified address is alive How many unreachable addresses, unknown addresses, and timeouts were encountered How many Internet Control Message Protocol (ICMP*) echoes were sent How many ICMP echo replies were received How many other ICMPs were received The minimum, average, and maximum round-trip time for the specified route The elapsed real-time for the trip 8

9 3.5.3 Traceroute SLA User s Guide version 1.3 The Traceroute utility allows you to view all router hops encountered in the path between a CenturyLink node and a specified IP address. Invoking the utility generates a table listing the name (if available) and IP address of each router encountered in the route between a CenturyLink node you select and a location (defined by a URL) you specify. The table also describes the time elapsed in traveling between each listed router along the path your selections entailed. If the destination IP does not terminate on the CenturyLink network or one of its peers, only the hops within the CenturyLink network will be displayed. 3.6 SLA & Performance SLA Monthly Statistics The SLA Monthly Statistics tab summarizes CenturyLink s actual Performance against targets for up to the last six months across all regions. See the below Figure for an example. Figure 4 SLA Monthly Summary Statistics 9

10 3.6.2 Service Level Agreement SLA User s Guide version 1.3 The Service Level Agreement tab links to a.pdf file that describes the Service Level agreement for the AS3561 Network, which all AS3561 customers are automatically covered by. To view this link Adobe Acrobat Reader is required. 3.7 Help Selecting this option provides authoritative responses to a number of Frequently Asked Questions (FAQs) about CenturyLink s SLAs, as well as a description of CenturyLink ISICS/SLA system. 10