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SLAs Are Us

SLAs Are Us. The Quilt Fiber Workshop St Louis October 13, 2006 Paul Schopis pschopis@oar.net. SLA. Hold MoU with each institution SLA is stated in MoU Guarantee no more than 10 Minutes of outage 75 ms RTT to any core node For K-12 Four Hour outage

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SLAs Are Us

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  1. SLAs Are Us • The Quilt Fiber Workshop • St Louis October 13, 2006 • Paul Schopis • pschopis@oar.net

  2. SLA • Hold MoU with each institution • SLA is stated in MoU • Guarantee no more than 10 Minutes of outage • 75 ms RTT to any core node • For K-12 Four Hour outage • Scheduled outages require at least 24 hour notice & ITIL like CMP

  3. Measurement • Nagios • Statseeker • Cisco Transport Manager • Although it is not part of SLA we have stated goal of five nines

  4. Service Contracts & Penalties • If outage is longer than 10 minutes we credit one day’s worth of service • We will assist campus in local loop issues • Impact is minimal because you are us

  5. Sparing • Buy maintenance on routers per chassis so we can get software updates • Self spare on line cards • Optical came with 5 years 14 day RMA and software upgrades • Self spare one to two of everything; decide based on failure rates • Buy annual maintenance on additional cards

  6. SLAs and NetworkDesign • Fully redundant rings • Have spare route engines and power supplies; decided that a second chassis did not buy much • Use MPLS fast route i.e. layer 2-3 protection because we are transponder based

  7. A Tale of Two SLAs • BOR grant program for HPN connections to TFN • Grant requires that campus prove that performance meets stated criteria • Has mechanisms for how performance is measured • ActiveMON

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