1. NCAR, FRGP, and BiSON SLAs Scot Colburn – NCAR Quilt Fiber Workshop Friday the 13 th, October 2006

3. NETS SLA NETS (Network Engineering and Technology Section) provides LAN/WAN support for UCARnet at NCAR NETS (Network Engineering and Technology Section) provides LAN/WAN support for UCARnet at NCAR Provides for maintenance window between 6 and 7 AM Provides for maintenance window between 6 and 7 AM Legacy of NCAR's 6-8 AM "System Test Time” Legacy of NCAR's 6-8 AM "System Test Time” SLA doesn’t provide for punishment; just a guide of how things are expected to work SLA doesn’t provide for punishment; just a guide of how things are expected to work Customers can expect e-mails opening, during, and closing a problem. Customers can expect e-mails opening, during, and closing a problem. Due to lengthy Cisco IPT server software upgrades, now have a special IPT Maintenance window between 7 PM and 7 AM Due to lengthy Cisco IPT server software upgrades, now have a special IPT Maintenance window between 7 PM and 7 AM SLA written for a captive audience to manage expectations SLA written for a captive audience to manage expectations Expectation of uptime dramatically improved since ATM LANE backbone removed! Expectation of uptime dramatically improved since ATM LANE backbone removed!

4. Front Range GigaPop (and BiSON?) SLA Specifies 6-8 AM weekdays for maintenance windows Specifies 6-8 AM weekdays for maintenance windows Should be 7 AM – later than that gets complaints Should be 7 AM – later than that gets complaints Specifies no more than three contact people or numbers at each member to communicate problems from or to. Specifies no more than three contact people or numbers at each member to communicate problems from or to. “Secondaries” behind “Primary” FRGP members not allowed to contact NOC or NETS “Secondaries” behind “Primary” FRGP members not allowed to contact NOC or NETS Specifies NOC monitoring and “9’s” uptime stats Specifies NOC monitoring and “9’s” uptime stats “Changes that are expected to cause no disruptions can be done during normal hours, at the discretion of the engineers” “Changes that are expected to cause no disruptions can be done during normal hours, at the discretion of the engineers” We try to send change control one week in advance for changes expected to cause an outage We try to send change control one week in advance for changes expected to cause an outage

5. Uptime Stats minor religious battle about uptimes: minor religious battle about uptimes: do we include monitoring station downtime? do we include monitoring station downtime? do we include planned maintenance downtime? do we include planned maintenance downtime? do we include intermediate network downtime? do we include intermediate network downtime? So we do all three So we do all three We use Tobias Oetiker’s SmokePing We use Tobias Oetiker’s SmokePing Pings every 3 seconds, records latency and loss Pings every 3 seconds, records latency and loss FRGP Outages pages record outage details FRGP Outages pages record outage details

6. Spares For NETS/UCAR, spares kept at Mesa Lab For NETS/UCAR, spares kept at Mesa Lab For FRGP spares also kept at Mesa Lab For FRGP spares also kept at Mesa Lab Used to have “hot spares” at FRGP, but Management Committee opted to spare Juniper gear from NCAR’s stock to save money Used to have “hot spares” at FRGP, but Management Committee opted to spare Juniper gear from NCAR’s stock to save money FRGP Cisco gear mostly interchangeable with NCAR gear FRGP Cisco gear mostly interchangeable with NCAR gear For BiSON, three Adva (aka Movaz) XCVR frequencies, plus SIMs and SFPs For BiSON, three Adva (aka Movaz) XCVR frequencies, plus SIMs and SFPs

7. Service Contracts Next business day replacement with Cisco and Juniper Next business day replacement with Cisco and Juniper Painful to agree on covered Cisco serial numbers Painful to agree on covered Cisco serial numbers Not sure about Movaz, but they’re fast too Not sure about Movaz, but they’re fast too One weak XCVR and one unidirectional SIM One weak XCVR and one unidirectional SIM Have SLA’s with Qwest, ICG (Level3), and Level3. They’re generally hard to collect on. Have SLA’s with Qwest, ICG (Level3), and Level3. They’re generally hard to collect on.

8. Next! Scot Colburn colburn@ucar.edu