IP-Only s IP Transit service specialises in fulfilling the needs and demands of service providers who have their own AS numbers. IP-Only s flexible solutions tailor the service to the customer s needs and the customer s capacity can be quickly and easily upgraded. IP-Only currently exchanges Internet traffic throughout the Nordic region as well as in London and New York. Through its fiber network, IP-Only has essentially unlimited capacity between these points. Introduction From the start, IP-Only has built its network to be able to handle heavy traffic flow, both nationally and internationally. With its expert control over traffic flow in its IP network, IP-Only can ensure a high-quality Internet connection. In the Nordic region, IP-Only uses its own fiber infrastructure for all Internet traffic. The combination of the fiber network and the specially adapted data centres connected to the network, where many of Scandinavia s most popular and bandwidth-intensive Internet services are already established, means that a considerable portion of the traffic never needs to leave IP-Only s network. This results in excellent control over the traffic and very high quality. IP-Only s IP-backbone IP-Only owns and manages its own ring-formed fiber optic backbone in the Nordic region, on which the IP-network is based. This means that IP-Only is self-sufficient when it comes to capacity in this geographic area. Backbone Design IP-Only s backbone is built on well defined core, distribution and access layers, and each node is built according to the same principle. In the access and distribution layers, the traffic is collected from customers on each node and is then transported efficiently through the core layer in the backbone, which connects the different nodes. As a routing protocol, IP-Only uses IS-IS internally, and BGPv4 externally. Within the backbone, all core and distribution routers have full routing with BGP, and a number of pre-defined community strings that customers can use to specify how IP-Only should handle their prefix. More detailed information on these may be found in the AS object for AS12552 in RIPE-DB. Within the backbone, IP-Only applies the principle that there should always be free capacity and sufficiently powerful hardware. For customer access points, QoS algorithms are implemented according the customers requirements. Peering IP-Only has a well-developed and distributed traffic exchange with other operators both within and outside of Sweden, and is established on Netnod s connection points in Stockholm, Gothenburg, Malmö, and Sundsvall, and is also connected to NIX in Oslo, DIX in Copenhagen FICIX1 and FICIX2 in Finland, LINX in London, and NYIIX in New York. IP-Only s backbone is constantly expanding through the addition of more international connection points, where traffic is exchanged with local service providers. This is done to ensure the highest possible quality for IP-Only s services. IP-Only has an open policy for traffic exchange (peering) of Internet traffic, and has direct exchange of IP traffic with practically all operators in Sweden. Upstream IP-Only also has access to considerable international Internet capacity through its suppliers of international connections. Global Internet capacity is delivered via international providers, in several physical locations, to the IP network in order to achieve high availability. IPT and SLA 2.6 1(6)
Components of the service The IP Transit service consists of the following components, which may be combined in various ways for a tailored customer solution: Port in IP-Only s IP-backbone Capacity levels and possibly limited traffic Colocation in IP-Only s data centers Local connection Ports and interface IP Transit may be delivered over the following port sizes: Fast Ethernet; 100BASE-TX (full duplex, non-autosense, RJ45 copper connector)-contact, Gigabit Ethernet; 1000BASE-LX/ZX (full duplex, non-autosense, SC/UPC duplex fibre connector) Capacity IP-Only delivers IP Transit with fixed and adjustable capacity levels. An adjustable capacity level may only be provided for capacity exceeding the contracted fixed capacity level. IP-Only can also deliver a geographically limited IP Transit on international, regional or national level. If contracted capacity is exceeded, this will be invoiced the following month as follows: Capacity usage is averaged over each five-minute period in a month. Out of these average values, the top 2 % are omitted. The invoice is based on the highest remaining average value in Mbit/s, rounded up to the nearest integer value. Colocation IP-Only offers customers space in its core nodes for placement of routers and servers in order to be able to terminate IP Transit without a local connection. Termination of IP Transit in IP-Only s colocation facilities means that a redundant IP Transit may be attained very easily. The data centers have a very high degree of security with regards to power, cooling, theft prevention, and fiber infrastructure with physical diversity. Colocation is offered in Stockholm, Gothenburg, Malmö, and New York. Local Connection Local connection is a connection between IP-Only s node and the customer s place of operation. The customer may choose to be responsible for any given connection. Local connections with fiber may be delivered to a neutral ODF in the building. Additional property networks are not included, but are managed by the customer in cooperation with the property owner. The customer is responsible for ensuring that the property network consists of single mode fiber with SC connectors connected in an ODF. IP-Only does not monitor or assume responsibility for fault repair of the property network. The following interfaces can be delivered with local connections: Fast Ethernet; 100BASE-TX (full duplex, non-autosense, RJ45 copper connector)-contact, Gigabit Ethernet; 1000BASE-LX/ZX (full duplex, non-autosense, SC/UPC duplex fibre connector) IPT and SLA 2.6 2(6)
Support levels Fault reporting Fault reporting may be done at any time either via e-mail or telephone to IP-Only s NOC (Network Operation Center), which is staffed by IP-Only s own technicians 24/7. Telephone support is available within the service hours for each support level as specified in the table below. When a fault is reported to, or discovered by, IP-Only s NOC, assessment and localization of the fault begins immediately. Faults that the NOC (1st line support) cannot rectify are escalated to technical support or service partners (2nd line support), who then assume responsibility for the fault repair. In the event of a service disruption customers are informed via e-mail or IP-Only s website. The customer should submit contact information in writing during the delivery process, and should update the information after any changes. Support levels IP-Only offers two different support levels: Bas and Prio. The difference between the two levels is primarily that those with Prio support are guaranteed greater accessibility, and that they always have priority in the fault repair process. Prio customers always have access to 24/7 support from IP-Only s NOC. Those with Bas support have access to support during normal office hours. In addition, customers with Prio support also receive continuous status updates during the fault repair process as well as a more detailed final report. The support levels are summarized in the table below. Support level Bas applies unless otherwise specified in the order form. The Prio support level may be ordered as an additional service. The tables below summarize the features of the support levels. Basic Support Level Bas Fault classification Limited fault Extensive fault Service hours 08:00 17:00 Mon- Fri 08:00 17:00 Mon- Fri Response time* Response time remote repair* Response time on-site* Reporting immediate As soon as possible As soon as possible Final report immediate maximum 6 hours * Within service hours maximum 12 hours Final report Prioritised Support Level Prio Fault classification Limited fault Extensive fault Service hours 08:00 17:00 Mon-Fri 00:00-24:00 Every day Response time Response time remote repair Response time on-site Reporting immediate As soon as possible As soon as possible Final report immediate maximum 4 hours maximum 8 hours (Goal during office hours is 4 hours) Status reports as well as final report Limited fault A fault that does not affect the availability of the service, but that may diminish the quality or capacity of the actual service. Reporting of the fault should always be made to IP-Only s NOC. Extensive fault A fault that affects the availability of the actual service. The fault should always be reported to IP-Only s NOC. IPT and SLA 2.6 3(6)
Availability Unavailable Time is measured within the scope of the service hours starting at the time that the disruption is registered by IP-Only s NOC, something that occurs either when the NOC receives an alarm from its monitoring system, or when a customer notifies the NOC of a fault, and lasts until the time IP-Only informs the customer that the service is once again available. Availability is calculated according to the following formula Availability = (Total time Unavailable Time)/ (Total time) Note that downtime caused by the following measures is not considered to be Unavailable Time: Unavailability caused by planned service maintenance activities Unavailability caused by an action taken by the customer Unavailability caused by equipment controlled or powered by the customer Unavailability caused by cables or networks outside of IP-Only s contracted areas of control. Unavailability of the service outside of the service hours Unavailability due to force majeure, natural disaster, etc Measurement parameters for availability Service and guarantee levels are measures with the following parameters: - Availability Availability is measured quarterly and excludes IP-Only s service window. Availability is measured at those ports that connect IP-Only s IP-backbone with the customer s equipment and does not include any local connections or cables that connect the customer s equipment with IP-Only s node. - Latency: Measurement of latency is expressed in Round Trip Time (RTT), which is the average time it takes for an IPpackage to be transported through IP-Only s network to a specific destination. Measurement is thus not done when IP-Only s network is unavailable. - Packet loss: Reliability is expressed in the percentage of IP-packets that do not reach their destination within IP-Only s network. Measurement is thus not done when IP-Only s network is unavailable. IP-Only has a guaranteed availability of 99.98% within its own IP network. With a simple connection IP-Only guarantees an availability of 99.6%. However, IP-Only s history shows that actual availability is in fact higher than these guaranteed levels. Availability is measured at the port in IP-Only s equipment which connects IP-Only to the customer and which is placed in the customer s premises, or in the neutral fiber connection point in the building. The property network or other cables between IP-Only and the customer are not included. IP Transit Simple connection Service Guaranteed availability Packet loss IP Transit Redundant connection Latency in IP-Only s IP-network 99.6% < 0.1% < 50 ms 99,98% < 0.1% < 50 ms IPT and SLA 2.6 4(6)
Network surveillance and statistics After the installation of the service the customer will receive access to traffic graphs which make it possible to monitor the Internet traffic in real time. The graphs illustrate the levels of incoming and outgoing traffic that is used over time. This tool is provided by IP-Only without extra cost. A user ID and password is provided in the ready-report. The traffic graphs show the Internet connection s traffic on a daily, weekly and monthly basis. IPT and SLA 2.6 5(6)
Service windows Replacements and upgrades of systems are part of planned service that IP-Only schedules with as good advance notice as possible. Planned service is scheduled for one of IP-Only s ordinary service windows: IP-Only s service window is planned for Mondays 00-06 or Fridays 00-06. If the planned service takes longer than promised, and thus falls outside the service window (but within the service hours) the customer is entitled to report this as downtime, and thus the time outside the service window may be counted as downtime. Compensation Compensation in the event of failure to attain guaranteed availability and quality When availability or quality falls below the guaranteed levels, compensation is granted according to the table below. The reference period always consists of the 3 previous months. Maximum compensation is 50 % of a monthly fee per outage. During lacks of actual available capacity, the end equipment is disconnected and measurement equipment is connected in order to measure capacity during an agreed period. Availability percentage units below guaranteed service level Compensation - % of the monthly fee Less than 0.5 5 % Between 0.5 and 1.5 15 % Between 1.5 and 3.0 25 % More than 3.0 50 % Packet loss - percentage units above guaranteed service level (average) Compensation - % of the monthly fee Less than 0.5 5 % Between 0.5 and 1.5 15 % Between 1.5 and 3.0 25 % More than 3.0 50 % Latency ms in excess of guaranteed service level (average) Compensation - % of the monthly fee Less than 5 5 % Between 5 and 10 15 % Between 10 and 20 25 % More than 20 50 % IP-Only Telecommunication Networks AB, 753 81 Uppsala, Org nr: 556597-6122 Besöksadress: S:t Persgatan 6, Uppsala Telefon: 018-843 10 00 Telefax: 018-843 13 99 E-post: info@ip-only.se IPT Tjänstebeskrivning och SLA 2.5.pdf 6(6)