1. Definitions The following definitions apply, in addition to those in the General Terms and Conditions and the General Services Schedule. ARP means Address Resolution Protocol. Border Gateway Protocol ( BGP ) means a gateway protocol which routers use to exchange appropriate levels of routing information. Internet Standards means the protocols and standards defined in the Internet documents RFC 990, 997, 1009, 1122, 1123, 1250 and 1771 and any other applicable protocols and standards as appropriate. 2. Service Description BT Internet Access combines the high performance and reliability of managed services with the reach of the Internet to support applications such as e-mail, access to the public Internet and Intranet/Extranet deployment. The Service includes: BGP & Static routing Access Resilience options IP Address allocation (in accordance with RFC policy) USENET News Feed Primary and Secondary DNS Management Mail Fallback Managed Routers if required Flexible Billing Options 2.1 Service Components 2.1.1 Access. Direct access via an Access Line (SDH or Ethernet) connecting a Site to the BT Internet Access Network. In some cases BT may agree that the Customer can provide the Access Line. BT may also agree that an existing access line from a Site to another BT service can be used, in which case a Gateway will be established with the other service. 2.1.2 Port. The Port is the point where the Access Line connects to the BT Internet Access Network. Port speeds range from 64Kb to 1 GB and usually the Port speed is the same speed as the Access Line or the Gateway connected to the BT Internet Access Network. 2.1.3 Performance Reports. BT Internet Access Network Performance reports showing the performance of the network between BT-selected POPs are available on a web based reporting tool. 2.2 Service Optional Features (Not all options are available at all locations) 2.2.1 Domain Name Services ( DNS ) Primary and Secondary DNS. Primary DNS allows the Customer to manage mapping of his own IP addresses to Domain Names via a secure web interface to BT's DNS servers. If the Customer orders Secondary DNS, then the Customer must ensure that their own server information is kept up to date. If BT's server detects no communication with the Customer s Primary DNS server for more than 2 months, then BT will British Telecommunications plc Page 1 of 6
automatically terminate the Secondary DNS Service. If this happens the Customer must place a new Order for Secondary DNS to have the service restored. Ordering both Primary and Secondary DNS allows the Customer's Domain to operate on redundant systems for resilience. 2.2.2 USENET News is a network based information service providing on-line information and discussion groups. BT provides a news feed service in all regions allowing customers with their own news servers to receive news from BT via BT Internet Access. The Customer can select a full news feed or specify specific news groups to be excluded. With a full news feed the customer receives all new and updated articles. 2.2.3 Mail Fallback. BT will store incoming mail and attempt delivery to the Customer s mail servers regularly for up to 5 days. 2.2.4 Resilient Access either Failover or Load Balancing dependent on the Customer's network configuration, routing protocol and speeds. Failover provides a second Access Line of equal speed to backup the Primary. The Primary and Secondary Access Lines are connected to two different Access Routers which are configured so that if the Primary Access Line fails traffic will route via the Secondary Access Line. Load Balancing provides two Access Lines of equal speed to a Customer s Site, connecting to different Access Routers in a POP. Normally both are in use, but if one fails, then traffic can flow over the other link. 2.3 BT Equipment (Managed Routers) Where Service with a Managed Router is ordered, BT will install the BT Equipment and manage its maintenance, monitoring and configuration. A number of maintenance service options are available, which may vary from country to country. The maintenance service option selected for each Site will be specified on the Order. 3. Service Delivery For Service with Managed Routers BT will configure the BT Equipment and the Access Lines so that traffic can be sent from one Site to another and conduct a set of standard tests. For Service without Managed Routers BT will confirm delivery of the Access Line and configure the Service and conduct a set of standard tests. Note: BT provides a number of DNS resolvers for the Customer to resolve domain addresses to IP addresses. At least two are provided during Service Delivery. The Service is considered delivered even if only one of the resolvers notified to the Customer is operational. 4 BT Service Management Boundary (SMB) The SMB of the Service with Managed Routers is the LAN interface on the Managed Router. The SMB of the Service without Managed Routers is at the network terminating unit of the Access Line provided by BT. 5. The Customer s Responsibilities British Telecommunications plc Page 2 of 6
5.1 If the Customer has a connection to another Internet supplier s network, then the Customer must use BGP with a unique autonomous system number for the Customer s network. 5.2 The Customer is responsible for registering its Domain Name(s) and, unless ordering DNS, for providing Primary and Secondary DNS. If the Customer is moving to the Service from another ISP, then the Customer is responsible for notifying the local registration authority of the change to the Customer's existing Domain Name(s). 5.3 If the Customer is an ISP or Reseller, the Customer will: a) include in its contracts with its customers, conditions of use equivalent to those in paragraph 4 of the General Services Schedule. b) ensure that its customers have only a single IP Address within the Customer's network if BT is providing IP addresses; and c) provide a support function for its customers connected to its network who shall use it to report all faults, queries and complaints. BT will not directly support such customers. 5.4 The Customer must ensure that its existing IP addresses are registered with an approved Internet registration authority. If the Customer provides its own IP addresses these must be at least a /24 address block (minimum of 256 addresses). 5.5 The Customer acknowledges that due to limitations associated with the Ethernet protocol, it is possible that under certain circumstances an Access Line may fail without being recognised by BTs standard alarm monitoring systems. To help avoid this BT will monitor the ARP entries in the Managed Router. Failure of the Access Line will result in a loss of the ARP entry and an alarm will be raised in BT s Service Management Centre. The Customer must ensure that the Customer Equipment connected to the Access Line is permanently powered and enabled. 5.6 PROVIDER INDEPENDENT RESOURCES BT is required by Reseaux IP Europeens (RIPE) to include the following conditions where the Customer takes Provider Independent Resource(s) (PIR) with the Service :- (a) BT is responsible for liaising with the Customer and the Customer shall respond to BT s requests in order to keep registration records up-to-date; (b) The Customer shall provide up-to-date registration data to BT and the Customer acknowledges and agrees that some or all of this registration data will be published in the RIPE WHOIS database; and (c) The Customer acknowledges and agrees that:- - none of the PIR may be sub-assigned to a third party. - registration fees must be paid by the Customer to BT for the PIR. - the PIR will return by default to the RIPE Network Coordinating Centre if the Customer cannot be contacted and/or any registration fees are not paid to BT. - the use of PIR is subject to RIPE policies as published on the RIPE web site and which may be amended from time to time. - violation of RIPE policies is a material breach of the Agreement and the PIR will return by default to the RIPE Network Coordinating Centre. British Telecommunications plc Page 3 of 6
6. Charges and Payment Terms The charges for the Service will comprise some or all of the following components, depending on the Option selected on the Order: Product One-time Recurring Notes Charge Charge Access Line Install/De-install Monthly Port Install/De-install Monthly charge is based on speed and the country where the Service is provided BT Equipment Install/De-install Monthly The BT Equipment charge is based on router type, country and maintenance option selected Optional Features Install/De-install Monthly 6.1 Burstable Bandwidth Pricing 6.1.1 Burstable Bandwidth Tariffing (BBT) allows the Customer to order a Port and Access Line at a higher speed than their sustained bandwidth requirement, allowing bursting over the sustained bandwidth. The Customer will (i) (ii) commit to a certain bandwidth, the minimum committed bandwidth which is charged for whether used or not in any Month, and is the Monthly Recurring Charge for the equivalent Port speed. pay additional charges for bandwidth used in excess of the minimum committed bandwidth (the Excess Charge) The Monthly Port Charge for Burstable Bandwidth is calculated by determining sustained bandwidth for each Port. Samples of Sent and Received traffic are taken every two hours during the Month. The higher figure is retained from each sample, and then these figures are sorted in descending order. The top 5% of samples are discarded, and the next figure, rounded to the nearest Mbit is recorded as the sustained bandwidth. If no utilisation data is available then the minimum committed bandwidth will be used to calculate the billable amount for the Month. If sustained bandwidth exceeds the minimum committed bandwidth, the Excess Charge will apply in addition to the committed Port Charge. There is a Port Installation charge for the minimum committed bandwidth equal to the install charge for the equivalent Port speed. The minimum committed bandwidth varies depending on the Port speed as follows: Port Speed 34 Minimum 6 Commitment 45 155 6 20 622 50 100 Mb Ethernet 10 1000Mb Ethernet 100 6.2 Re-configuration Charges 6.2.1 Port Upgrades. If the new Port speed is greater than the old Port speed, there will be no deinstall charges for the old Port. A new Port Install Charge will apply. The Customer must also pay any charges that BT pays the Access Line supplier for any changes to the Access Line. British Telecommunications plc Page 4 of 6
No decreases to Port speed for the affected Port may be made for 30 days following an upgrade. 6.2.2 Other Reconfiguration Charges. BT reserves the right to apply a re-configuration charge for Customer requests of more than 5 changes per Site per year 6.2.3 If BT needs to upgrade software on a Managed Router then there is no charge for the upgrade unless the software upgrade also requires a hardware upgrade, such as additional memory, in which case the Customer will be charged for the hardware upgrade at the thencurrent Router charges. 6.2.4 Deinstallation Charges will be equal to rates for installation charges, and will apply unless otherwise agreed by the Parties in writing. 7. Service Levels for Network Performance Network Performance for the BT Internet Network is measured by sending 64byte packets 240 times an hour from measurement devices located within the BT Internet Nodes. 7.1 Round Trip Delay Round Trip Delay is measured by sending 64 byte test packets from an originating BT Internet Node to a destination Node (which may or may not be the Nodes that the Customer Site is connected to) and back again. If there is a choice of route, results from the fastest are used. The results for each hour are averaged and stored. At the end of each Month the hourly results are averaged to calculate the Monthly Measurement. If the Round Trip Delay Monthly Measurement for the selected inter-regional routes is greater than the Target below, and on receipt of a validated claim, BT will give the Customer a Service Credit of 1/30th of the Site Charge for each Site affected. Monthly Measurement Transatlantic Intra Europe Europe to USA Europe to Asia Europe to Latin America Target 95ms 45ms 150ms 320ms 260ms 7.2 Packet Delivery Packet Delivery is measured by sending 64 byte test packets from an originating BT Internet Node to a destination Node (which may or may not be the Nodes that the Customer Site is connected to) and back again. The percentage of delivered packets is calculated by dividing the number of packets returning by the number sent. Where there is a choice of route the lowest results are used in calculating the measurement. The figures for each hour are stored and are averaged at the end of each Month to calculate the Monthly Measurement. If the packet delivery Monthly Measurement for the selected inter-regional routes is lower than the Target below, and on receipt of a validated claim, BT will give the Customer a Service Credit of 1/30th of the Site Charge for each Site affected. Monthly Measurement Target Transatlantic 99.5% Intra Europe 99.5% British Telecommunications plc Page 5 of 6
Europe to USA 99.5% Europe to Asia 99.0% Europe to Latin America 99.0% 7.3 Exclusions for Internet Access and Internet Backbone SLAs will not apply to the Service if, when Ethernet Access is used, utilisation of the Access Line is in excess of 70%. British Telecommunications plc Page 6 of 6