SiteConnectTM
Layer-2 DOMESTIC MPLS VPN
TECHNICAL SERVICE AGREEMENT SiteConnect L2 MPLS Version 1.7
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TECHNICAL SERVICE AGREEMENT
SIFY SITECONNECT™: DOMESTIC LAYER 2 MPLS VPN SERVICES This AGREEMENT (“Agreement”), is entered into this ----------------------------- by and between the following parties:
Parties:
Customer Name Sify Technologies Ltd.
OFFFICE ADDRESS: OFFICE ADDRESS:
XXXXXXXXXXX Sify Technologies Ltd. II Floor, Tidel Park XXXXXXX 4 Canal Bank Road XXXXXXX Taramani, Chennai –600113
W I T N E S S E T H: WHEREAS, Sify provides access to the domestic Layer 2 MPLS VPN services through Sify’s robust backbone network and customer desires to purchase such services from Sify. Sify, either directly or through its affiliates, will agree to provide layer 2 VPN (domestic) services via an access circuit from Sify’s Access Node(s). The capacity, facilities, and technical specifications of the Service are set forth in Sify's Technical Service Agreement. The Service shall be offered on a 24-hour per day basis, 7 days a week. 1. SITECONNECT™– FACILITIES
Subject to the availability of capacity, Sify will provision Layer 2 MPLS VPN connectivity through the domestic network of Sify’ and specifications as mentioned below:
S. No.
Location
Bandwidth (Kbps) per CoS
Service Description
Last Mile in India
Diamond Gold Bronze Total Bandwidth / Type (LL, BB)
SiteConnectTM Layer 2 Primary:
MPLS VPN Secondary
SiteConnectTM Layer 2 Primary:
MPLS VPN Secondary:
SiteConnectTM Layer 2 Primary:
MPLS VPN Secondary:
SiteConnectTM Layer 2 Primary:
MPLS VPN Secondary:
2. Service date: (To be taken from IR)
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Acronyms List
Acronym
Meaning
QRC Quarterly recurring Cost
NRC Non Recurring Cost
IR Installation Report
CoS Class of Service
MPLS Multi Protocol Label Switching
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TECHNICAL SERVICE AGREEMENT
SIFY SITECONNECT™: DOMESTIC LAYER 2 MPLS VPN SERVICES 1. Network Monitoring
Sify has a 24x7-support central helpdesk at Chennai, (Sify response time details are defined in Annexure 1) which will provide round-the-clock monitoring, fault reporting and maintenance action of the Sify Network. The helpdesk can be reached by any one of the following modes:
Telephone 1800 419 2929 / 044-66022400
E-mail [email protected]
Support Portal http://ioninx.sify.net/ioni/index.php
2. Availability
The Availability between any two-backbone routers across Sify’s network, (excluding unavailability due to scheduled maintenance) will be defined as-
Availability (in %) = (Total no of Hours in a Quarter – Total Outage Hours in a Quarter) x 100%
(Total No of Hours in a billing quarter)
Service Availability is defined as the uptime of the service provisioning ports of Sify POPs involved in the customers VPN configuration over a billing cycle period.
Sify SLA terms for Availability are defined in Annexure 2 - Section 1a.
3. Packet Loss
3.1 Sify’s target objective for packet loss across the domestic network of Sify is measured on an average of 5 minute samples of ten (10) ICMP probes of hundred (100) bytes each,.
Packet Loss measurement is calculated as an average round-trip packet loss for transmissions between any two-customer provisioned ports on the domestic network of Sify over a billing quarter that will not exceed the committed values
3.2 Sify-confirmed packet loss is the measurement of packet loss attributable to the domestic network of Sify,
i.e., from the backbone router of the specified Sify PoP in India to the other specified Sify PoP in India on Sify’s domestic network. Sify will not be responsible for packet loss due to congestion on the customer access link.
3.3 Sify will work with the customer to reduce packet loss exceeding the target objective, provided that:
- A trouble ticket is filed with Sify - Customer provides Sify with applicable packet loss statistics - Sify can confirm that it has control over the network resources it believes are causing the packet
loss. - If insufficient information is provided, Sify reserves the right to close the trouble ticket without
further investigation
3.4 Sify will use its best commercial efforts to resolve service problems with customer after the trouble ticket is filed with Sify’s Helpdesk within eight (8) hours after the particular incident of service degradation or service outage occurs. Sify will examine its own packet loss data, and will provide applicable diagnostics to customer as part of the trouble ticket resolution process.
Sify SLA terms for packet loss are defined in Annexure 2 - Section 1b.
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4. Latency
Round trip delay will be measured by computing the average round trip delay for ten (10) ICMP pings of hundred (100) bytes each (ICMP pings are only sent subsequent to an acknowledgment being received for the previous ping).
Latency measurement is calculated as an average latency between any two-backbone routers on the domestic network of Sify over a billing quarter that will not exceed the committed values.
Sify SLA terms for latency are defined in Annexure 2 - Section 1c.
IN WITNESS WHEREOF, the Parties have caused this Agreement (including the enclosures) to be executed by a duly authorized officer in duplicate as of the date first above written. Enclosures:
- Annexure 1: Support and Response times - Annexure 2: Service Level Agreement Terms - Annexure 3: SLA inclusive Lastmile - Annexure 4: Service Outage Credits -
Sify Technologies Ltd. < Customer Name > Signature: _______________________________ Signature: ______________________________ Printed Name: ---------------------------- Printed Name: ---------------------------- Title: ------------------------------ Title: ----------------------------- SiteConnect L2 MPLS Version 1.7
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Annexure 1
Support & Response Times
S. No.
Customer location
Service-Level
Criticality
Agreement
Priority 1 Priority 2 Priority 3
1 All PoP Locations Service hours
24 x 7 24 x 7 24 x 7
Response Time < 30 min < 30 min < 30 min
Definitions: Response Time: The time within which Sify guarantees to start the Remote troubleshooting in the event
1. of problem(s) in customer network and the TAC being logged in.
2. Priority Priority 1: The entire network is down affecting all users Priority 2: A part of the network is experiencing problems affecting only limited users Priority 3: The problem has minimal impact on day-to-day work. Troubleshooting scheduled on a
manually agreed timeframe
Table A1 – Sify’s Tier 1 PoP Location
S. No.
Location
Facility ID
1 CALCUTTA WB-CCU-Landsd
2 AHMEDABAD GJ-AMD-Atmahu
3 AHMEDABAD GJ-AMD-Srstwr
4 MUMBAI MH-BOM-Pbdevi
5 MUMBAI MH-BOM-Vashi
6 PUNE MH-PUNE-Aurora
7 PUNE MH-PUNE-GdrCtl
8 MUMBAI MH-BOM-Entpis
9 CHANDIGARH CH-CDG-Chndigarh
10 DELHI DL-DLI-Himhou
11 DELHI DL-DLI-Okhla
12 LUDHIANA PB-LDH-POP
13 GURGAON HR-GGN-POP
14 LUCKNOW UP-LKO-POP
15 HYDERABAD AP-HYB-Jayman
16 HYDERABAD AP-HYB-Mayfar
17 BANGALORE KA-BLR-Jayngr
18 BANGALORE KA-BLR-Vntngr
19 BANGALORE KA-BLR-IDC
20 COCHIN KL-CHTX-Lndmrk
21 CHENNAI TN-MAS-TDL
22 CHENNAI TN-MAS-VEL
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Table A2– Sify’s Tier 2 PoP Location
S. No.
Region
Location
1 West AURANGABAD
2 West BHOPAL
3 East BHUBANESWAR
4 South-KL CALICUT
5 South-KL COCHIN
6 South-TN COIMBATORE
7 East GUWAHATI
8 West INDORE
9 North JAIPUR
10 West JAMNAGAR
11 East JAMSHEDPUR
12 South-AP KAKINADA
13 North KANPUR
14 South-TN MADURAI
15 South-KA MANGALORE
16 West NAGPUR
17 West NASIK
18 West PANAJI
19 East PATNA
20 South-TN PONDICHERRY
21 West RAJKOT
22 West SURAT
23 South-TN TIRUCHCHIRAPALI
24 South-KL TRIVANDRUM
25 West VADODARA
26 North VARANASI
27 South-AP VIJAYAWADA
28 South-AP VISHAKAPATNAM
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Table A3– Sify’s Tier3 PoP Location
S. No
Region
Location
1 South-AP ADILABAD
2 East AGARTALA
3 North AGRA
4 West AHMEDNAGAR
5 West AKOLA
6 North ALLAHABAD
7 North AMRITSAR
8 North AMRITSAR
9 West ANAND
10 West ANKLESHWAR
11 South-TN ARAKKONAM
12 South-KA BANGALORE
13 North BARABANKI
14 North BAREILLY
15 East BASIRHAT
16 North BASTI
17 North BEAWAR
18 South-KA BELGAUM
19 South-KA BELLARY
20 West BHILAI
21 West BOISAR
22 East BOKARO
23 North BROUTIWALA
24 North BULANDSHAHR
25 East CALCUTTA
26 South-KA CHAMARAJANAGAR
27 West CHANDRAPUR
28 South-TN CUDDALORE
29 South-TN CUDDAPAH
30 West DADRA
31 North DEHRADUN
32 South-KA DHARWAR
33 South-TN ERODE
34 North FARIDABAD
35 North FIROZABAD
36 West GANDHINAGAR
37 North GONDA
38 North GORAKHPUR
39 South-AP GULBARGA
40 West GWALIOR
41 East HALDIA
42 North HAPUR
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43 North HARDOI
44 North HARIDWAR
45 South-KA HASSAN
46 North HISAR
47 South-KA HOSDURGA
48 North HOSHIARPUR
49 South-KA HOSPET
50 South-KA HOSUR
51 South-KA HUBLI
52 West JABALPUR
53 North JALALABAD
54 North JALANDHAR
55 North JALANDHAR
56 West JALGAON
57 West JALNA
58 North JAMMU
59 North JODHPUR
60 North KAITHAL
61 South-TN KANCHIPURAM
62 South-KL KANNUR
63 West KARAD
64 North KARNAL
65 East KOHIMA
66 West KOLHAPUR
67 North KOTA
68 South-KL KOTTAYAM
69 South-KA MADIKERI
70 North MEERUT
71 West MHENSA
72 North MOGA
73 North MORADABAD
74 West MORAIYA
75 West MUMBAI
76 West MUMBAI
77 West MUMBAI
78 North MUZAFFARNAGAR
79 South-KA MYSORE
80 West NADIAD
81 West NAGPUR
82 West NANDED
83 West PARBHANI
84 North PATIALA
85 South-KL PIRAVOM
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86 South-KL QUILON
87 North RAI BARIELLY
88 West RAIPUR
89 East RANCHI
90 South-TN RANIPPETTAI
91 North RISHIKESH
92 South-TN SALEM
93 West SANGLI
94 West SATARA
95 East SHILLONG
96 North SHIMLA
97 South-KA SHIMOGA
98 North SIKAR
99 East SILIGURI
100 East SILIGURI
101 South-TN SIVAKASI
102 North SRIGANGANAGAR
103 North SRINAGAR
104 South-KL THIRUVALLA
105 South-KA TIPTUR
106 South-TN TIRUPATI
107 South-TN TIRUPPUR
108 South-TN TIRUVANNAMALAI
109 South-KL TRICHUR
110 South-KA TUMKUR
111 North UDAIPUR
112 South-KA UDUPI
113 West VAPI
114 West VAPI
115 South-TN VELLORE
116 South-KA VIRAJPET
117 South-AP WARANGAL
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Annexure 2
Service Level Agreement Terms
This section details the available Service Level Agreements for a customer requesting Sify’s SiteConnectTM Layer 2 MPLS VPN service across the domestic network infrastructure of Sify. The SLA’s mentioned below are valid from Sify’s Tier 1, Tier 2 & Tier 3 PoP locations where the end customer last mile access circuits will interface with Sify’s MPLS network.
1. Service Level Agreements
Sify guarantees its network performance for parameters of Availability, Packet Loss and Latency as defined below. The governing regime for the guaranteed network performance parameters extends from the router port at Sify’s Point of Presence in India closest to the customer premise, up until the router port at Sify’s Point of Presence in India closest to the customer premise unless explicitly mentioned. The network topology can only be point-to-point between any two given locations.
a. Service Availability
Sify guarantees Service Availability per billing quarter across the domestic network of Sify in accordance with the table below.
Table A4 Guaranteed
Guaranteed Availability Guaranteed
Description
Availability Availability
Tier 2 PoP Locations
Tier 1 PoP Locations Tier 3 PoP Locations
Service Availability excluding
Local Access > 99.99% > 99.96% > 99.8%
(As depicted in Diagram A1)
Diagram A1 Service Availability
Sify’s Domestic
MPLS Network
Customer Sify PoP Sify PoP Customer
Premise Premise
City B
City A
India India
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b. Packet Loss
Sify guarantees average round-trip packet loss for transmissions between any two Sify POP across the domestic network of Sify in accordance with the parameters identified in the table below for the selected class of service.
Table A5
CoS
Packet Loss
Tier 1 Tier 2 Tier 3
Diamond < 0.1 % < 0.5 % < 1.0 %
Gold < 0.5 % < 1.0 % < 1.5 %
Bronze < 1.0 % NA NA
Note: Any customer facing VPN port on the Sify domestic cloud can only be of a single CoS and not a combination of the 3 CoS.
c. Latency
Sify guarantees Latency for IP traffic across the domestic network of Sify for specified regions as
below. Table A6
Maximum Average Latencies
Intra India (Intra Tier 1 PoP locations as per Table A1) 65 msec
Intra India(Tier 1 POP locations to Tier 2 POP locations) 96 msec
Intra India (Tier 1 POP locations to Tier 3 POP locations) 105 msec
Intra India (Intra Tier 2 PoP locations as per Table A2) 120 msec
Intra India (Tier 2 POP locations to Tier 3 POP locations) 115 msec
Intra India (Intra Tier 3 PoP locations as per Table A3) 200 msec
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Annexure 3 SLA inclusive of Last miles
Note:
1) CE-to-CE Service availability values cannot be measured in the existing layer 2 service link. An additional Management (layer 3) circuit has to be created alongside the layer 2 service on the same last mile for each VPN port upon which probing and SNMP polling are done. Sify cannot commit nor report CE-CE SLA parameters if the Management circuit cannot be created.
2) The SLA commitments on Service Availability mentioned below are subject to a maximum of 75% utilization
on the Local Access. Section B1 - Service Level Agreement including Local Loop Circuits in Tier 1 PoP Locations
Table A7
S. No.
Primary
Secondary**
Uptime
Commitments
Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify > 99.93%
1. on Sify PoP1 PoP2
(As depicted in Diagram A2) (As depicted in Diagram A2)*
Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify > 99.5%
2. on Sify PoP1 PoP1
(As depicted in Diagram A3) (As depicted in Diagram A3)
3. Wireless Broadband
> 99.5%**
(As depicted in Diagram A4)
*Option of using the secondary last mile as active or backup is the choice of the customer but Sify always sees them as two active links. ** This is subject availability of Power at installation location, access to CPE and force majeure
Diagram A2 Diagram A3
Sify PoP-1
City A
Primary LL
(SP1) Primary LL
Sify (SP1)
Sify
Network
Secondary (SP2) Sify PoP
Secondary (SP2) City A
(LL/BB)
(LL/BB)
Sify PoP-2
City A
Diagram A4
Sify Network
Sify PoP City A
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Section B2- Service Level Agreement including Local Loop Circuits in Tier 2 PoP locations
Table A8
S. No.
Primary
Secondary*
Uptime
Commitments
Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify > 99.5%
1. on Sify PoP PoP
(As depicted in Diagram A6) (As depicted in Diagram A6)*
2. Wireless Broadband > 99.5%**
(As depicted in Diagram A7)
* Option of using the secondary last mile as active or backup is the choice of the customer but Sify always sees them as two active links. ** This is subject availability of Power at installation location, access to CPE and force majeure
Diagram A6 Diagram A7
Primary LL
(SP1)
Sify Sify
Network Network
Sify PoP
Secondary (SP2) City A Sify PoP
(LL/BB) City A
Section B3- Service Level Agreement including Local Loop Circuits in Tier 3 PoP locations
Table A9
S. No.
Primary
Secondary
Uptime
Commitments
1.
Wireless Broadband > 99.5%*
(As depicted in Diagram A9)
* This is subject availability of Power at installation location, access to CPE and force majeure
Diagram A9
Sify Network
Sify PoP City A
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Section B4- Service Level Agreement for Latencies in the last miles
Diagram A10
Latency
for half
Sify’s Domestic MPLS Network
PE A PE B CPE A CPE B
Table A10
Latency for one half as depicted
S. No.
Last mile type
in diagram A10
1. Wireless Ethernet 30 msec
2 2Mbps TDM Leased line 20 msec
3 Metro Ethernet 10 msec
Note : CE to CE latency has to be cumulative of POP to POP latency and dual last mile latencies These commitments are valid only if the load of the last mile is under 75%.
Section B5- Service level Agreement for Packet loss for Last miles is guaranteed at ≤ 0.1% Note : Packet loss commitments are valid only if the load of the last mile is under 75%.
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Annexure 4 1. Service Outage Credits a. Service Availability
Commitment: Sify guarantees Service Availability per business quarter in accordance with the Annexure 2 - Table A4. Service Availability is calculated based on outage duration of reported events (TAC raised with Sify Central Helpdesk) , as documented in trouble tickets. This is not a proactive measure or an automatic credit and is not reported online on the enterprise Customer support portal (http://support.sify.net).
Credit: If the availability of the Service falls below the target availability for a quarter by one percent (1%), then a service credit of one percent (1%) of the monthly access charge (monthly recurring charge is computed by dividing the Annual Recurring Charge by twelve) will be granted, subject to a maximum of five percent (5%) of the monthly recurring charge
b. Packet Loss
Commitment: Sify guarantees average (in a quarter ) round-trip packet loss for transmissions between Sify’s any two POP on the domestic network of Sify in accordance with the parameters identified in the Annexure 2 - Table A5 for the selected class of service.
Credit: Sify will credit the Customer maximum 1% of the QRC for affected ports, if the actual Quarterly average round-trip packet loss for one or more of the network transmissions exceeds the set out parameters.
c. Latency
Commitment: Sify guarantees average (in a quarter ) roundtrip latency on the domestic network of Sify of no more than the latency figures in the Annexure 2 - Table A6.
Credit: Sify will credit the Customer maximum 1% of the QRC for the affected port(s) if the actual Quarterly average roundtrip latency of the Service exceeds the set out parameters.
Note : The aggregated service credit will be maximum 5% of QRC to the Customer.
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2. General terms
a) SLA credits are calculated on quarterly basis only based on TAC raised by the Customer with Sify ,after
deduction of all discounts and other special pricing arrangements, and are not applied to governmental fees, taxes, surcharges and similar additional charges.
b) If an incident affects the performance of the Service and results in a period of Network Unavailability and/or or a period of Service Unavailability, entitling Customer to one or more credits under different SLA parameters, only the single highest credit applying in respect of that incident will be applied.
c) As a condition of entitlement to SLA credits, Customer shall cooperate with Sify in addressing any reported Service problems.
d) SLA credits are applied only upon Customer’s written request, which must be submitted within 45 business days of the end of the quarter in which entitlement to an SLA credit arose.
e) All approved SLA credits claimed by Customer for a given quarter will be totaled and applied to Customer’s next following invoice for the Service, or as promptly thereafter as is practical in the event of a dispute.
f) No SLAs apply to newly installed services or to Service reconfigurations requested by Customer, until five business days after (i) the Service Commencement Date or (ii) completion of the Service reconfiguration, as applicable.
g) SLA credits provided for in these terms and conditions are Customer’s exclusive remedy with respect to items covered in these terms and conditions.
3. Exclusions
No SLA credit shall apply to the failure of the Service to comply with an SLA, or to any period of Network or Service Unavailability, caused, in whole or part, by any of the following:
a) A failure of Customer’s premises equipment or equipment of a Customer’s vendor. b) A failure in local access facilities connecting the Customer to Sify’s network, which are not provided by Sify. c) Any act or omission of Customer or any third party (including but not limited to, Customer’s agents,
contractors or vendors), including, but not limited to failing to provide Sify adequate access to facilities for testing, failing to provide access to Customer premises as reasonably required by Sify (or its agents) to enable Sify to comply with its obligations regarding the Service, failing to take any remedial action in relation to a Service as recommended by Sify, or otherwise preventing Sify from doing so, or any act or omission which causes Sify to be unable to meet any of the SLA’s.
d) Customer’s negligence or willful misconduct, which may include Customer’s failure to follow agreed-upon procedures.
e) Any scheduled maintenance periods when Customer has been informed of such maintenance; or disconnection or suspension of the Service by Sify pursuant to a right to do so under the Master Agreement or these terms and conditions.
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