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So You Have Assigned the SLA, Now What?

So You Have Assigned the SLA, Now What?. Dave McGaugh Network Architecture, PNWGP Quilt Fiber Workshop - 13/Oct/2006 St Louis, MO. Assigned SLAs. No SLAs are assigned to IP customers Standard escalation procedures for NOC Level 1: NOC Technician Level 2: NOC Engineer

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So You Have Assigned the SLA, Now What?

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  1. So You Have Assigned the SLA, Now What? Dave McGaugh Network Architecture, PNWGP Quilt Fiber Workshop - 13/Oct/2006 St Louis, MO

  2. Assigned SLAs • No SLAs are assigned to IP customers • Standard escalation procedures for NOC • Level 1: NOC Technician • Level 2: NOC Engineer • Level 3: Network Engineer • Level 4: Network Architect • NOC is 24x7x365 • 16 hours/day staffed by NOC Technicians and Engineers • 8 hours/day staffed by Computer Operations, Call Center staff

  3. Network Measurement • All IP endpoints are ping probed • SNMP interface status (ifOperStatus) polled in some places • BGP neighbor state transitions tracked and events are sent to e-mail list • Interface counters and netflow data used for billing • RRDtool used for trending data • Currently in process of building in-house network monitoring system from scratch

  4. Equipment Configurations • All devices are deployed with non-redundant supervisor/route processors • Exception is Seattle Pwave switch which has dual-supervisor engines • May reevaluate this as failover and software upgrade technologies continue to mature • Dual power supplies always used when available • Westin POP is primarily a DC environment

  5. Equipment Sparing • All equipment is 8x5xNBD • Spares for all LRUs, in some cases including spare chassis • Seattle: Local • Portland: Remote (Seattle) • Fairbanks: Local • Spokane: Local • Tri-Cities: Remote (Seattle) • Future: may be evaluate whether same-day maintenance makes sense in certain circumstances

  6. Distributed Operations • Pacific Wave • UW acts as front-end NOC • Joint Engineering and Architecture • Engineering staff from PNWGP, CENIC, and USC • Hand and eyes provided based on site location • Seattle: PNWGP • Bay Area: CENIC • Los Angeles: CENIC

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