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NCAR, FRGP, and BiSON SLAs

NCAR, FRGP, and BiSON SLAs. Scot Colburn – NCAR Quilt Fiber Workshop Friday the 13 th , October 2006. NETS SLA. NETS (Network Engineering and Technology Section) provides LAN/WAN support for UCARnet at NCAR Provides for maintenance window between 6 and 7 AM

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NCAR, FRGP, and BiSON SLAs

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

  2. NETS SLA • NETS (Network Engineering and Technology Section) provides LAN/WAN support for UCARnet at NCAR • Provides for maintenance window between 6 and 7 AM • 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 • 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 • SLA written for a captive audience to manage expectations • Expectation of uptime dramatically improved since ATM LANE backbone removed!

  3. Front Range GigaPop (and BiSON?) SLA • Specifies 6-8 AM weekdays for maintenance windows • 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. • “Secondaries” behind “Primary” FRGP members not allowed to contact NOC or NETS • 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” • We try to send change control one week in advance for changes expected to cause an outage

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

  5. Spares • For NETS/UCAR, spares 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 • FRGP Cisco gear mostly interchangeable with NCAR gear • For BiSON, three Adva (aka Movaz) XCVR frequencies, plus SIMs and SFPs

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

  7. Next! Scot Colburn colburn@ucar.edu

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