Customer Service Description Optus Elink+ Page| 18 6 June 2014
Service GuideELink+
May 2014
Version 3.0
Contents
1.1 Potential Benefits for You 3
2.1 Charging Structure 5
2.2 Network Topology / Design 7
3.1 Full Duplex, Guaranteed Throughput 9
3.2 Technical Features 9
3.3 Reliable backbone Network 10
3.4 Highly Scalable 10
3.5 Guaranteed Service Levels 10
3.6 Service and Support 11
3.7 Management 11
3.8 Summary of Service Features 11
4.1 Network demarcation point 12
4.2 Customer cabling 12
4.3 Building cabling 12
4.4 Equipment 12
5.1 Managing the service 13
5.2 Service level agreement 13
5.3 Standard Provisioning Times 14
5.4 Network Availability 14
1. Overview
The Optus ELink+ solution is a reliable and secure service providing dedicated bandwidth and predictable performance. Services can be provided within and between Australia’s capital cities. Optus ELink+ offers point to point, and/or point to multipoint configurations with Ethernet handoff to the Customer Premise Equipment supporting bandwidth between 2Mbps and 1000Mbps.
High performance, high quality, and highly reliable transport service based on Carrier Ethernet technology
Dedicated bandwidth in both point to point and point to multipoint configurations
Well defined and simple interface supporting standard Ethernet speeds and frame sizes
Low latency compared with router or switch based network
Full Duplex
24 x 7 customer support
Bandwidth between 2Mbps and 1000Mbps giving organisations the flexibility to upgrade your bandwidth in a timely manner based on business needs.
Optus ELink+ is available only in the CBD and Metropolitan areas of Brisbane, Sydney, Canberra, Melbourne, Adelaide, Perth, Hobart and Darwin and some Regional and Remote cities.
1.1 Potential Benefits for You
As each organisation may have different requirements, the benefits that you may derive from using Optus Elink Plus may vary. Potential benefits may include:
A more reliable service with improved performance with dedicated bandwidth
Easier for you to identify issues and minimise faults with a well-defined and simple interface supporting standard Ethernet interfaces.
Greater efficiencies with low latency when compared with router or switch based networks
Quicker response times with full duplex
A higher level of assistance when you need it most with our 24 x 7 Optus Business Service Assurance Support Team
Service level guarantees, backed in some cases by rebates, giving you confidence from our superior service quality
Reduce the risk and overhead to your business of building and operating your own network by utilising Optus’ expertise with a fully managed service for the carriage to support mission critical disaster recovery and business continuity requirements
Greater flexibility to tailor a solution to meet your specific requirements when compared to building and operating your own network
Dedicated Account Manager to provide customised service
2. Service Description
ELink+ offers dedicated bandwidth services with predictable performance characteristics typically required by organisations to support a range of applications, such as:
High-speed data (LAN-to-LAN interconnect)
Distance learning
Converged Access combining delivery of voice, video, data and image applications
Strategic peering
CAD and imaging transmission
Host disaster recovery
Organisations with high Internet usage
Self-hosted Web Servers
Medium sized organisations running Internet or E-commerce applications
Content providers
Centralised data centres
In many industries the need for business continuity is mandatory for the ongoing viability of business.
All Optus ELink+ bandwidths are equivalent to a guaranteed class of service in point-to-point circuits. In the case of point-to-multipoint, the bandwidth of individual legs to and from the aggregate port is guaranteed. Optus ELink+ does not provide traffic shaping apart from providing guaranteed bandwidth.
The physical interface delivery from the Optus NTU to customer equipment can be one of the following:
2.1 Charging Structure
Elink Services are categorized into the following geographical basis;
· CBD and Metropolitan ( as per Table 1)
· Inter-city (as per Table 2)
· Regional (refer to Table 3)
· Remote any site that is not covered under CBD, Metro or Regional
Customers will receive a bill with the following charges:
(a) Once Only Establishment Fee
(b) Monthly Recurring Fee
Table 1 – CDB and Metro Definitions
Table 2 – Inter-City Bands
· Monthly Recurring Fee will be priced on application
Table 3 – Regional Locations
· Regional and Remote Monthly Recurring Fees are currently priced on application.
2.2 Network Topology / Design
The architecture base of ELink+ is the NGTT Carrier Ethernet (CE), which is an MPLS networking technology. ELink comprises of two elements, an E-Access at each customer site and an E-LAN virtual circuit which connects the two sites.
Point to Point
Provides a physical connection between two customer Sites. The example below is of an unprotected point to point ELink+ service.
Standard (Single) VLAN - Point to Point service
In this configuration an E-LAN virtual circuit provides a connection between just 2 accesses. Each end to end Optus ELink+ service is comprised of 2 accesses and one E-LAN circuit. Therefore at a site where multiple services are delivered, each will be delivered on its own access, NTU and interface (port).
Because of the configuration of the service interface, the customer can connect a Hub to terminate the service (i.e. the customer does not need VLAN aware equipment such as Switches or Routers).
2.2.1 VLAN Tunnelling / Trunking (802.1q in 802.1q)
This option enables the customer to send arbitrarily numbered 802.1q tagged VLANs from one site to another by subscribing a single port on the Optus CPE switch. The total traffic is restricted to the bandwidth the customer is subscribed.
The VLAN tunneling option is only available for point to point services.
2.2.2 Point to Multipoint Service
With this option, a single Service Interface on the Optus ELink+, can be configured to send and receive traffic to multiple destinations – it is a multi-point service.
3. Features and Functionality
3.1 Full Duplex, Guaranteed Throughput
Optus ELink+ is a full duplex service that delivers the same speed in both directions simultaneously.
3.2 Technical Features
This set of features provides the flexibility to manage the WAN as if it were a LAN.
3.2.1 Point to Multipoint
The Point to Multipoint solution allows multiple services to be delivered to a single port. This allows a customer to establish a cost effective layer 2 multi-point network. With this solution the customer can avoid the configuration and maintenance issues that might be experienced with private IP networks (due to the carrier running a different routing protocol from the customer). The Point to Multipoint site currently has a maximum bandwidth of 1Gbps, the spoke sites can be any bandwidth supported by ELink+ with the aggregate equal to that of the Point to Multipoint site.
3.2.2 Use of own VLAN IDs across the network
The VLAN tunneling option allows the customer to use the same VLAN tags across the WAN. This enables VLAN tags to be used to manage security and traffic prioritisation within the LAN.
To support this option the customer’s equipment needs to be able to direct traffic to each location by assigning a VLAN ID which corresponds to the Virtual Circuit to the site the traffic is destined for. To achieve this, a Point to Multipoint service must terminate on a VLAN aware device (i.e. a switch or router).
The Customer VLANs are trunked / tunneled under one Optus VLAN and transported transparently through the NGTT Carrier Ethernet (CE) network and emerge at the far end CPE with the original customer VLAN tags intact. Using this option, the customer can decide which VLANs they want to send across and change or add to this without the need to contact Optus.
3.2.3 Use of Spanning Tree Protocol
Customers may need to set up networks where there are dual paths between certain network nodes. In such a network they can use Spanning Tree Protocol to ensure that only one path is active at a time (to prevent routing loops). The Optus network transmits the necessary data units to allow them to do this (BPDUs - Bridge Protocol Data Units).
3.2.4 Jumbo Frames
The default MTU size is 1978 bytes however Jumbo Frames up to 9000 bytes can be provide as an option subject to availability and must be nominated at the time an order for Elink+ is placed.
Note: Jumbo Frames are currently available in the following areas:
· Sydney Metro
· Brisbane Metro
· Melbourne Metro
· Intercity Sydney Metro to/from Brisbane Metro
· Intercity Sydney Metro to/from Melbourne Metro
Note: Jumbo Frames requires Carrier Ethernet end to end, and are only available in the above areas. If during provisioning it becomes apparent Jumbo Frames are not available for your service, Optus will advise you of this and will be under no obligation to provide Jumbo Frames. This list is not conclusive - it is indicative.
3.2.5 Supported Protocols
The following protocols are supported by the service however the customer should notify Optus of their use at the time the Elink Service order is placed.
This allows Optus to carry traffic from multiple services across our network, and maintain the VLAN and Layer 2 protocol configurations of each service without impacting the traffic of other services. Available types of protocol transparency are:
· Cisco Discovery Protocol (CDP)
· VLAN Trunking Protocol (VTP)
· Spanning Tree Protocol (STP)
· RSTP/MSTP
· Link Aggregation Control Protocol (LACP)
· OAM 802.1ag
3.3 Reliable backbone Network
The service is delivered across the highly reliable nationwide Optus network, which utilises high-throughput redundant core switches and several levels of redundancy to provide a highly resilient platform for data communications.
3.4 Highly Scalable
Bandwidths are available from 2 Mbps to 1000Mbps so you can easily upgrade the bandwidth to meet your business needs.
3.5 Guaranteed Service Levels
Optus provides service level guarantees (backed in some cases by rebates) so you can be confident of superior service quality.
3.6 Service and Support
The Optus network is monitored 24 hours a day, 7 days per week to help prevent problems and ensure optimal service availability. The Optus Business Service Assurance Support Team also provides around-the-clock telephone assistance.
3.7 Management
All ELink+ Services are proactively managed by the Optus Network Operations Centre (NOC).
The alarms are then integrated into the NOC’s alarm management system with remote access available for administration, performance reporting and diagnosis of faults.
The following performance figures are indicative only and subject to a number of variables. They are not guaranteed nor do they form any part of the Service Level Agreement.
Table 2
Attribute / TargetAverage one way delay for real-time traffic / <20ms
Maximum one way delay for real-time traffic / <40ms
One way packet delay variation (PDV) for the 1% of least-delayed packets / <60ms
Maximum one way packet delay variation / <100ms
Maximum packet loss for real time traffic / <0.01%
Restoration of fibre transmission service for any break of protected path / <200ms
3.8 Summary of Service Features
Table 3
Features / DescriptionService Type / Ethernet LAN Service
Access Path / Single (default) or protected (option)
Bandwidth Range / 2Mbps to 1000Mbps
Maximum Transmission Unit (MTU) / 9000 bytes (subject to availability of Jumbo frame)
Customer Interface type / 100Base-T, 1000Base-T, 1000Base-LX SC
Number of Elink Services per Point to Multipoint site / Is dependent on aggregated bandwidth requirements
Total aggregated bandwidth must be less than 1000Mbps
Number of Multi VLAN virtual circuits / 100
Network availability / The long term availability target for the Service is 99.95%
Network monitoring / 24 hours, 7 days per week
Customer support / 24 hours, 7 days per week
4. Equipment and Cabling
4.1 Network demarcation point
Unless otherwise specified, the network demarcation point is Optus’ Network Termination Unit (NTU).
4.2 Customer cabling
The customer Equipment (such as an Ethernet switch or fibre channel switch) connects to the NTU using the customer’s own patch cable either electrical or optical (please refer to the figure below).
4.3 Building cabling
Optus will install and be responsible for the “building fibre” which connects from the NTU to the Fibre Termination Panel (FTP). Note that only single mode fibre is provided behind the delivery point (1000baseSX is not supported).
4.4 Equipment
Optus will deploy a Network Termination Unit to the location specific by the customer. The customer is responsible for making the necessary space to house the equipment, and for providing 240volt power and a suitable environment.
Equipment dimensions
Height 43.6mm (1RU)
Width 442mm
Depth 220mm
5. Service levels
5.1 Managing the service
NOC support
Optus ELink+ network is proactively managed and monitored by the NOC. Customers may contact the NOC 24 hours a day, 365 days a year, and can report a Fault or make an enquiry at any time.
5.2 Service level agreement
Optus offers a Service Level Agreement (SLA) on the installation, availability and performance of the customer’s service. In some cases, rebates apply if Optus fail to meet its obligations as stated in the SLA. Unless otherwise specified, the following table details the SLA that applies to all ELink+ Services.
Where a Service fault occurs, Optus will use its reasonable endeavors to achieve the service targets set out in table below.
Table 4
Metro / Non MetroService Outage / 4 hrs. / 12 hrs.
Service Degradation / 12 hrs. / 24 hrs.
Fault Logging / 24x7
Fault Restoration Hours / 24x7
Response Time Service Outage / 30 minutes
Response Time Service degradation / 6 hours
·
· Note 1: For Service Assurance purposes Metro = a population centre greater than 10,000, Regional = a population centre between 200–10,000, Remote = a population centre less than 200
· Note 2: Metro definition for CARRIER ETHERNET is within specified km distance of the Central Business District (CBD) of the respective capital city (refer to Table 1).