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Interbuilding Fiber Lease
STANDARD
Information Technology
This Service Level Agreement (SLA) is between ITCom and Departments who use this service. Under this SLA, ITCom agrees to lease available fiber between numerous buildings on the Ann Arbor campus at the service rates and for the duration specified. Note that ITCom also installs fiber for departments, but that service is not covered by this SLA. Some departments use this fiber to extend their Local Area Networks (LANs) between buildings and to construct other private networks. This SLA also covers performance, reliability, and other topics; in particular, it lists the key responsibilities of IT Communications Services and the Department.
The purpose of this SLA is to help establish a cooperative partnership between Departments and IT Communications Services by clarifying roles, setting rates and expectations, and providing mechanisms for resolving problems.
Service rates are detailed in Appendix A. These will be reviewed annually.
This SLA is for one (1) year starting the day installation is completed. At the end of this term, it may be renewed on an annual basis by agreement of both the Department and IT. In the unusal event that all fiber in a particular location is in use and it is required for an ITCom centralized service, ITCom reserves the right to break this contract after giving the Department at least three (3) months notice. In this instance, ITCom will attempt to make other technologies available to avoid disruption of the Department's service. Any changes or modifications to this SLA will change it from a standard to a custom SLA. In this instance both ITCom and the Department will sign the resulting custom SLA at least thirty (30) days in advance of the proposed implmentation.
5.0 IT Communications Services Responsibilities IT Communications Services shall:
6.0 Department Responsibilities
Departments shall:
IT Communications Services will insure the fiber operates at the specified performance characteristics. 7.2 Maintenance Except in the case of emergencies and regularly scheduled maintenance, availability will only be changed by negotiation between the Department and ITCom. In the rare circumstance that ITCom must alter system availability, ITCom will notify the Department five (5) working days in advance of the change. If a problem is the responsibility of IT, there will be no charge for repair. If the problem is determined to be the Department's responsibility, there will be an hourly charge as specified in Appendix A. Unscheduled downtime for any segment of the fiber due to "typical problems" (e.g., misconfiguration and cable failures) will not exceed 0.1% of scheduled availability during a year period. Atypical problems and emergencies (e.g., vandalism and fire) will be handled to the best of IT Communications Services's ability. ITCom will continue to work on the the problem until it is resolved.
To help determine the existence and scope of a possible problem, the Network Administrator may call 6-DATA, or send email to TROUBLE@UMICH.EDU. Similarly, ITCom will contact the Network Administrator by phone or pager to address any problem with the Department's fiber. When performance measures do not meet the specified standards, the Department and ITCom will jointly work to:
If resolution is not achieved within 24 hours, the Department and/or ITCom may escalate the problem to the appropriate Customer Relationship Manager (CRM). If a resolution is not achieved within 72 hours, the signer of the Service Order and the Director of ITCom Operations Management will be notified.
The Department typically has access to the FPPA(s) in their building(s) and should keep doors to it secured. As of this writing the FPPA boxes themselves are not regularly locked. At some point in the future this may change. At the time this occurs, only certified staff may access the FPPA. See Appendix D IT Communications Services will take appropriate steps to provide physically secure access to the FPPAs in their central locations.
ITCom warrants that all reasonable measures within its resources shall be taken to ensure the performance, availability and integrity of the fiber covered in this agreement. ITCom assumes responsibility for the fiber it provides between the two FPPAs and the FPPAs themselves which are required to execute this SLA, as well as for the actions of ITCom staff. ITCom's liability for damages is limited to hardware replacement or repair, software fixes, and corrections to staff errors. Departments agree to maintain their networks such that they do not compromise the performance or integrity of IT's network infrastructure, nor violate security or other applicable policies. The Department also agrees to have all fiber service performed by IT Communications Services Engineers, Technicians or certified staff. If service is performed by others, the Department agrees ITCom will not be held liable for any problems that result, whether directly or indirectly. The Department assumes responsibility for any misuse of the network by users, will remedy such situations, and will be responsible for any expenses related to misuse by network users.
These rates may increase yearly to reflect inflation. If there is available fiber between the requested buildings and this installation is not part of a larger project, the activation time will be no more than three weeks from the time a signed order is received. If there is no available fiber between the buildings specified, an IT Communications Services Analyst will contact the Department within one week of an order to discuss how to proceed. (See Appendix B.)
* NOTE: The fiber leasing rates are effective July 1st, 2001. This is the first rate increase for fiber since 1991. This will not affect connections to the ITCom backbone since the cost for fiber is built into those connections. Hourly repair rate: $80.00 (See 7.0 Maintenance)
The current map of fiber installed on the Ann Arbor campus is available at: http://www.itcom.itd.umich.edu/cabling/aafonet.gif (Not fully implemented)
Extension of fiber and associated duct work to new buildings and reinforcement of existing fiber is currently handled in the following fashion: Fiber and duct is extended to buildings based on the following factors:
If there is no available fiber between the buildings but it is a path where ITCom already has fiber, the Department will be contacted with a time estimate for installation, as well as an estimate of when more fiber will be installed. There will be instances when ITCom will not be able to install more fiber due to a number of construction circumstances and cost considerations. IT, in consultation with the U-M Connectivity Committee, will decide when to extend fiber and duct to an additional building.
The Connectivity Committee has recommended a new model for fiber extension. They propose fiber and duct extension be included in building project budgets. This proposal will be explored.
Single Mode Fiber Optic Cable
Primarily used as an interbuilding backbone cable. At distances up to 3 km., single
mode fiber will deliver data rates up to 10 Gbps. with a bandwidth of 20Ghz.
Its operating wavelengths are 1310 nm and 1550 nm. Single mode fiber's primary
uses are long distance applications, full motion video, and any applications
requiring Multimode Fiber Optic Cable (62.5/135um) As an interbuilding backbone cable at distances of under 2 km, multimode fiber optic cable will deliver data rates up to 200 Mbps. Its operating wavelengths are 850 nm and 1300 nm. In addition, multimode fiber optic cable can be used in intrabuilding distribution. For distances of 100 m or less the bandwidth is virtually unlimited. At an operating wavelength of 850 nm, 62.5/125 um multimode fiber has a bandwidth of 100-200 MHz/km., with an attenuation of 3.0 to 5.0. At an operating wavelength of 1300 nm, 62.5/125 um multimode fiber has a bandwidth of 200-800 MHz/km., with an attenuation of 0.9 to 3.0. Multimode fiber is used for voice, data, security and video systems. Always follow manufacturers electronic equipment specifications for fiber core size when designing a fiber optic system. However, contact a manufacturers representitive if the specifications differ from 62.5/125 um. In most cases 62.5/125 um will be acceptable.
As of this writing the FPPA boxes themselves are not regularly locked. Therefore, Departmental Network Administrators typically make modifications to the fiber. At some point in the future this may change to increase overall reliability. At the time this occurs, only certified staff may access the FPPA. Also at that time IT Communications Services will provide a certification program to enable certified Deparmental Network Administrators to access the FPPAs.
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