1. Ethernet VPN Overview

The Colt Ethernet Services portfolio of services enables customers to interconnect their Ethernet local area network (LAN) so that they can operate various company sites as a single office, reducing costs and increasing efficiency. Ethernet is the de facto industry standard protocol within the LAN, and Colt Ethernet Services enable customers to extend Ethernet into metropolitan and wide area networks (MANs and WANs).
Colt Ethernet VPN (E-VPN) provides any-to-any connectivity at the Ethernet layer. This means that any office can communicate with any other office on the network over a logical any-to-any topology.
The E-VPN service is a Layer 2 VPN service with switching functionality implemented in the Colt network. This allows any Ethernet frame entering the network at one site to be switched and delivered to any other site, offering:

• Any-to-any switched services
• Speeds from 2Mbps through to 40Gbps
• Ein dedicated Dienst für einen einzigen Kunden
• Metro, nationale und internationale Abdeckung mit Off-Net Zugang verfügbar

The service is a delivered over a star topology, which means that all sites are allowed to
communicate to each other without the requirement of additional switching or routing equipment. The service uses native Ethernet technology, ensuring guaranteed levels of performance. All interfaces are fully transparent to Layer 2 protocols (802.1Q, VLANs, spanning-tree, etc.). Each network has a resilient switching point that will be installed in a Colt node.
The Colt Long Distance Network (LDN) links Colt’s own fibre-optic Metropolitan Area Networks (MANs) in 51 cities across 34 countries and 230 city POPs. Colt’s ability to provide end-to-end connections over its own infrastructure ensures, that we can offer customers a high quality, cost- effective solution, backed by comprehensive Service Level Agreement (SLAs) and award-winning customer support.

2. Benefits

Colt Ethernet VPN (E-VPN) provides many benefits.

2.1 Connectivity

Because E-VPN is a Layer 2 private network offering any-to-any connectivity, customers are free to configure their network in the way that suits the specific needs of their organisation. This means that they can decide how to set up and run their network, and making changes could not be easier or more straightforward. Each office can communicate with any other office over a logical star topology, and because it’s a switched service, any Ethernet frame that enters the network at one site can be delivered to its destination in an instant.

2.2 Cost effective solution

Total Cost of Ownership of a WAN can be reduced by up to 30% when compared with other networking options. This is because less equipment is needed and connections are normally cheaper than leased lines and other connectivity technologies. In addition, customers are able to use the same internal expertise they already have managing their LANs in the WAN..

2.3 Transparency

E-VPN uses native Ethernet technology, and all interfaces are fully transparent to Layer 2 Ethernet protocols. That means customers can run their own VLAN, broadcast and multicast domains across the infrastructure to suit specific requirements. And, of course, it doesn’t matter if sites are primarily Metro, National or International, an E-VPN forges them into a single entity.

2.4 Flexibility

E-VPN delivers total flexibility through the ability to change bandwidths to sites and to add new sites to an existing E-VPN whenever and wherever they are required. Colt ensures that customers can increase their bandwidth in much smaller increments than other options can provide. This enhanced granularity means customers can go from 2Mbps to 40Gbps in small, logical steps and pay only for what they need. Bandwidth is guaranteed to each and every site, and Colt offers Class of Service (CoS) allowing customers to prioritise application traffic and thereby manage their use of bandwidth to ensure business efficiency.

2.5 Quality and Service

Resilience, security and performance are vital issues, and because Ethernet is delivered over dedicated circuits, customers can be sure of all three. Resilience is provided with options for enhanced redundancy. Colt’s track record in ensuring that customer networks are consistently robust is one of the reasons that we have won so many awards for customer service over the years. Ethernet services are covered by an end-to-end Service Level Agreement (SLA) with compensation to back up targets for delivery, availability and time to repair.

2.6 Market recognition

Colt has developed an unmatched pan-European Ethernet portfolio, frequently praised by market analysts and widely recognised as the industry benchmark. Colt is a member of the Metro Ethernet Forum (MEF), a global industry alliance that aims to accelerate the worldwide adoption of carrier class Ethernet networks and services. The Colt Ethernet portfolio is certified to the latest MEF Carrier Ethernet standard – Carrier Ethernet 2.0 (CE2.0).

Colt hat zahlreiche Branchenauszeichnungen erhalten, darunter:

• Global Telecoms Business Innovation Awards - Festnetzinfrastruktur-Innovation mit Cyan für SDN-fähiges Netzwerk (2014)
• Leading Lights Winner - Innovativster Ethernet/optischer Dienst für SDN-fähiges Netz (2014)
• Global Carrier Awards - DC Net nutzt SDN und NFV für den wachsenden asiatischen DC-Markt (2015)
• Telco Cloud Forum Awards - Bestes Telco Cloud SDN/NFV Projekt für DCNet On Demand (2016)
• Global Carrier Awards - Beste SDN/NFV-Bereitstellung für On Demand (2016)
• Global Telecoms Business Innovation Awards - Infrastruktur-Innovation für AT&T PoC (2016)
• Global Telecoms Business Innovation Awards - Enterprise Service Innovation für SD WAN mit Versa (2016)
• Leading Lights Awards - Innovativste SD-WAN-Einführungsstrategie (2017)
• Layer 123 Network Transformation Awards - Bester SD-WAN-Dienst & Beste neue optische Cloud-Lösung für DCA On-Demand (2017)
• Global Carrier Awards – Best SDN/NFV Deployment for On Demand and SD WAN (2017)
• Global Carrier Awards - Bestes asiatisches Projekt für Colt IQ Network (optische und Ethernet-Architektur) (2017)
• Global Telecoms Awards - Innovativster Cloud-Dienst für DCA On-Demand (2017)
• MetroEthernet Forum Excellence Awards for the EMEA Region over a 13 year period (the last ones displayed below)

2010 Service Provider of the Year, Best Business Ethernet Service
2011 Service Provider of the Year, Best Business Ethernet Service
2012 Service Provider of the Year, Best Marketing, Best Carrier Ethernet Business Application x 2
2013 Service Provider of the Year, Best Carrier Ethernet Business Application, Best Wholesale Service
2014 Best Service of the Year, Retail Service Provider of the Year, Wholesale Service
2015 Provider of the Year, Best Application x 2, Best Network Technology Wholesale Service Provider of the Year, Retail Service Provider of the Year, Network Innovation, Enterprise Application x 2
2016 Wholesale Service Provider of the Year, Retail Service Provider of the Year, Service Innovation, Best Marketing, Enterprise Application x 2
2017 Wholesale Service Provider of the Year, Retail Service Provider of the Year, Network & Service Innovation, Lifecycle Service Orchestration of the Year, Best Marketing, Enterprise Application x 2
2018 Wholesale Service Provider of the Year, Retail Service Provider of the Year, Network & Service Innovation, Enterprise Application x 2
2019 Wholesale Service Provider of the Year, Retail Service Provider of the Year, Network & Service Innovation, Enterprise Application and Lifecycle Service Orchestration (LSO) leadership.

3. Colt Network Coverage

Colt’s secure and reliable network provides unrivalled reach across 34 countries with fibre-based metropolitan area networks (MANs) in 51 major cities. More than 1100 Data Centres and >31,000 buildings are directly connected to the Colt network.

3.1 Europe

Colt’s long-distance pan-European transmission network spans over 49,000km of fibre-optic infrastructure laid in protective ducts that are wholly owned and managed by Colt. Services are provided in 27 countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Iceland, Italy, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom.

3.2 Asia Pacific Region

Colt has significant presence in the Asia region and is able to deliver Ethernet services across Japan, Singapore, Hong Kong, South Korea and Australia on its own network footprint. The service can be extended through the use of partner networks in the Region.
Also Colt has recently expanded its network in Australia, connecting 4 Datacenters in Sydney.

3.3 Middle-East

Colt hat kürzlich seine IQNet-Plattform in Dubai in den Vereinigten Arabischen Emiraten erweitert, einer der attraktivsten Städte der Region für Unternehmen. Wir sind in der Lage, unseren Kunden Ethernet-Dienste in zwei On-Net-Rechenzentren in Dubai bereitzustellen. Weitere Standorte können über unsere OLO-Partner erreicht werden.

3.4 North America

Colt has also extended its network to the USA and Canada as part of its Global Expansion programme. Colt now connects 30 Data Centres in key city locations such as New York, Chicago, Dallas, Miami, Los Angeles, Seattle and Toronto. Again, the service can be extended through the use of extensive partner networks in the Region.

3.5 Unrivalled global coverage

As an integral part of its global network expansion programme Colt also continually upgrades its sub-sea cable infrastructure by adding new international 100G submarine cables to seamlessly interconnect three continents. With multiple cable systems and different landing points, Colt is able to provide diverse network paths to offer even more resilient solutions to its customers. By combining Colt’s own extensive network to On-Net sites with partner connectivity for Off-Net sites, Ethernet offers unrivalled global coverage across the world. This means that customers can use Ethernet to connect their sites in a single seamless solution which is both easy to manage and cost-effective. Colt has established External Network-Network Interconnects (E-NNI) with more than 150 partners world-wide.

4. Service Description

4.1 Topology

4.1.1 Any to Any Connectivity

Ethernet VPN provides multi-site connectivity to customers. E-VPN is compliant to the MEF E-LAN definition of a multipoint to multipoint Ethernet Virtual Connection (EVC) service. The service can be configured as an Ethernet Private LAN (EP-LAN) or Ethernet Virtual Private LAN (EVP-LAN) service. The physical architecture is a star topology providing any-to-any logical communication as shown in the following figure.

Figure 1: E-VPN logical topography

The Colt network acts as a single logical switch with physical switching taking place at all core network devices. This fully distributed switching ensures that the latency of all site to site traffic is optimised and that customer applications run efficiently.

Figure 2: E-VPN switching topology

Multiple EP-LAN services can be configured on a single customer interface (multiplexed Ethernet UNI) with the individual services segregated by VLAN. This service option is called EVP-LAN.

4.2 Network access

Colt verfügt über ein umfassendes range an Optionen für die Anbindung der Kundenstandorte an die Dienste von Colt. Unabhängig davon, welche Zugangsmethode verwendet wird, wird die Lösung von Colt im Rahmen eines einzigen End-to-End-Service-Level-Agreements erstellt und verwaltet.

Figure 3: Network access technologies

4.2.1 Colt access types

Colt’s global network connects fibre-based metropolitan area networks (MANs) in 51 major cities across 34 countries. More than 31,000 buildings are directly connected to this network. Customer sites can be directly connected to this network using the following access types:

4.2.1.1 Fibre

Offices located in buildings that are directly connected to the Colt network will be connected via Colt’s own fibre-optic infrastructure. Colt’s Metropolitan fibre networks deliver high capacity, high speed bandwidth services to Europe’s major business centres, which in turn are interconnected via the Colt fibre-optic network (LDN) delivering high quality reliable services door to door.

4.2.1.2 Fibre ULL

Colt nutzt den entbündelten Glasfaser-Teilnehmeranschluss (ULL), um Hochgeschwindigkeitsverbindungen zu Kundenstandorten bereitzustellen, wobei die Glasfasertechnologie von Drittanbietern verwendet wird, die von einer Reihe von Betreibern in Europa und im asiatisch-pazifischen Raum eingesetzt werden. Colt setzt seine eigenen terminating auf dem Gelände des Kunden ein.

4.2.2 Partner access types

For sites not directly connected to the Colt network, Colt E-VPN can be provided using a mixture of Colt and third-party other licensed operator (OLO) infrastructure and services. Colt interconnects with and manages more than 150 partners in order to connect sites that are outside the reach of the Colt network in Europe or in other global locations.
Colt will order a circuit or circuits from the OLO on the customer’s behalf, and customers will still be dealing directly with Colt at all times. Colt also takes responsibility for testing the interface between our network and the OLO’s circuit to ensure that the customer’s overall E-VPN service operates seamlessly.

Kundenstandorte können über Partnernetze mit den folgenden Zugangsarten verbunden werden:

4.2.2.1 Ethernet tails

Both protected and unprotected Ethernet circuits can be used to extend Colt’s network to customer sites. Partner services are technically validated for compliance with key Ethernet technology
standards and Colt’s own product specification.
Integration is achieved using both simple cross-connected point-to-point services and External NNI (E-NNI) connections. E-NNIs offer many advantages in terms of manageability, cost and deployment. Colt adheres to MEF standards and has >400 E-NNIs established globally.
Colt uses Ethernet demarcation devices to provide sophisticated standards-based Operations Administration and Maintenance (OAM) end-to-end.

4.3 Bandwidth Options

The Ethernet VPN service is able to support bandwidths on a per site basis as listed in the following table

Table 1: Ethernet VPN bandwidth options

2 Mbps	100 Mbps	1 Gbps*
4 Mbps	200 Mbps	2 Gbps
6 Mbps	300 Mbps	3 Gbps
8 Mbps	400 Mbps	4 Gbps
10 Mbps	500 Mbps	5 Gbps
20 Mbps	600 Mbps	6 Gbps
30 Mbps		10 Gbps***
40 Mbps		20 Gbps***
50 Mbps		30 Gbps***
60 Mbps		40 Gbps***

*:max bandwidth for international circuits between Dubai and other regions.
**:max bandwidth for national circuits in North America and international circuits between North-America/Europe/Asia/Australia
***:bandwidth available only for intra-Europe circuits and intra-Japan, Singapore and Hong-Kong circuits between specific datacenters (Key DCs).
There is no constraint on the mixture of site bandwidths that can be provisioned for a given E-VPN

5. Features

Ethernet VPN features include

• Klasse des Dienstes (CoS)
• Link (LAG)

5.1 Class of Service (CoS)

Class of Service is available for E-VPN Metro, National and International services. Colt’s CoS feature provides customers with a means to differentiate the importance of application traffic and to allocate an explicit prioritisation. Five levels of prioritisation can be defined:

• Premium – Has the highest priority in case of congestion
• Business 1 – Has the second highest priority in case of congestio
• Business 2 – Has the third highest priority in case of congestion
• Business 3 – Has the fourth highest priority in case of congestion
• Standard – Has the lowest priority in case of congestion

A Committed Information Rate (CIR) is associated to each class and the lower classes can also use any available bandwidth from the higher classes when it is available. (Hierarchical CoS). The CIR allocation per class is shown in the table below

Class	CIR (Committed Information Rate)
Prämie	15%
Business 1	15%
Business 2	20%
Business 1	20%
Standard	30%

Customers are responsible for setting up their traffic prioritisation rules. Colt’s CoS classification can be based on one of the following options:

• IP DSCP
• 802.1p marking

CoS is available for on-net sites, sites connected using Fibre ULL technology and also for off-net sites connected over OLO Ethernet tails where Colt’s Ethernet demarcation device has been deployed.

5.2 Link Aggregation

Link Aggregation (LAG) provides port/interface resilience on the customer’s CPE. This resilience is achieved through the configuration of redundancy on two physical interfaces – one interface acts as the backup for the other. If the ‘active’ interface should fail, LAG automatically directs all service traffic to the second, ‘backup’ interface. LAG is based on Link Aggregation Standard (IEEE 802.3ad) and is supported on 1GbE and 10GbE interfaces.

6. Performance Reporting

Service Performance Reporting ist als "gebündelte" Funktion für Colt Ethernet-Services verfügbar. Dies wird über Colt Analytics angeboten, ein Reporting-Tool, mit dem Kunden die Leistung ihrer Colt nahezu in Echtzeit anzeigen können und das die folgenden Funktionen bietet:

• Möglichkeit zur Anzeige allgemeiner Dienstmerkmale
  • Dienstverfügbarkeit, Bandbreitennutzung der Leitungen, Portauslastung
• Detailed Reports on Key Performance Indicators (KPIs)-
  • Round Trip Delay (RTD), Jitter, Rahmenverlust
• Vom Kunden wählbarer Berichtszeitraum einschließlich historischer Daten (bis zu 1 Jahr)
• Option zum Herunterladen von Berichten - CSV und PDF
• Unterstützung für alle Ethernet-Topologien - Ethernet Line, Ethernet H&S, E-VPN, Private Ethernet

Customers can access the reporting tool via the Colt Online web portal. The service data is stored for a period of 1 year allowing historical reporting and trend analysis to be performed.
Online Performance Reporting is a standard feature for Ethernet services delivered on the Colt IQNet platform and for Off-Net services where a Colt demarcation device is installed at the customer’s premises.

7. Resilience & Diversity

7.1 Resilience

Colt Ethernet VPN access service are available with the following resilience options:

• Unprotected – Ethernet VPN services are available with unprotected access. A single fibre extends from the Colt node to the customer premises where the customer interface is delivered. In this case, the Colt core network remains protected with primary and failover paths.
• Protected – The Ethernet VPN services are available as ‘end-to-end’ protected by fibre pair failover combined with the inherent protection mechanism of the core Colt network. Still, a single customer interface is delivered in the customer premises. There is no guarantee that the fibre pair used on the access will be diverse: some SPOF may be present.

Table 2 : Resilience option service availability (indicative values for Europe)

Resilience	Availability (at end of measurement period)
Ungeschützt	99.9%
Geschützt	99.95%

7.2 Diversity

The Diversity feature is used with two standard services to request delivery of the pair of services in a diverse relationship from one another. The purpose of this option is to provide the maximum diversity on every elements of the access part that compose the communication chain between the A-end and the B-end of a circuit.
When the Diversity option is ordered for on-net buildings, Colt will deliver the following in the access part of the circuit :

• 2 x NTE in the customer premise, each with a single interface.
• 2 diverse fibre path between the customer premise and the Colt POP. The fibre path is guaranteed to have no SPOF (note: there may be a SPOF close to the customer building if a single entry is used).
• 2 separate access devices (entry points to the Colt backbone network – AR on the diagram below) either located in the same Colt POP or in two different POPs (majority of cases).

Figure 4 : Standard Diversity (A-end view only)

In the case where two diverse services are deployed to a given site then an enhanced ‘combination’ SLA is possible giving an overall site availability of 99.999%. Details of this option are available in the SLA document.
In all cases the Colt core network is fully protected with primary and failover paths supported for each service.

8. Security

The physical security of our buildings is tightly controlled and access is strictly limited to authorised personnel only. All areas within Colt buildings are secured by means of an electronic access control system to ensure that access is controlled. All people must hold an appropriate pass card while on Colt premises. Non-Colt personnel are not allowed on Colt premises without specific authorisation and prior arrangement. Guests must be vouched for by a Colt host or verified by security in buildings.
In addition, Colt complies with the applicable data legislation.

8.1 E-VPN Security

Colt E-VPN services are separated at the transport layer using dedicated circuit paths and therefore it is impossible for one customer to intercept or send data to or from another customer’s sites via their own access. Colt’s E-VPN services are delivered utilising a network resource that is reserved for that service and for each individual customer.

9. Service Delivery

9.1 Demarcation point

The service demarcation point for Colt services is the customer interface at the Colt access equipment. Colt will normally present its Ethernet services on an industry compliant patch panel within a Colt cabinet, but may also present this within a customer cabinet or designated building ‘Meet Me Room’ (MMR)/Common Equipment Area (CEA). The precise customer site deployment will normally be determined by a site survey during the service delivery phase and will be influenced by the technical deployment rules of Colt or its partners, the cabling architecture within the customer building and the customer’s equipment area. The deployment may typically include an Ethernet NTE, patch panel and power conditioning equipment.
If customers require in-house cabling from the Colt cabinet to their equipment, this will be a chargeable service.
If Colt installs cabling on the customers’ behalf, the demarcation point remains the same: the base of the Colt cabinet. Colt is not responsible for fault-finding on the in-house cabling.

Figure 5 : Demarcation Point

9.2 New service order

Ein neuer Serviceauftrag ist die erstmalige Bereitstellung des Dienstes in den Räumlichkeiten des Kunden, einschließlich der Erstkonfiguration des Netzes gemäß der im Auftragsformular angegebenen Spezifikation.

9.2.1 New E-VPN service order

Lead times for a new E-VPN service are provided in the SLA. These depend upon the location and service options required. These lead times are backed up by compensation payable on a sliding percentage scale in the event of late delivery and this is detailed in the SLA.

9.3 Modifying an existing service

Die Änderung eines bestehenden Dienstes besteht in der nachträglichen Aktivierung oder Deaktivierung von Dienstmerkmalen, Funktionen und interfaces sowie in Änderungen des Dienstes nach der Erstinstallation, die kostenpflichtig sind.

9.3.1 Modifying an E-VPN service

Following provision and installation of an E-VPN service, customers can ask Colt to enable additional features, functions and interfaces, and request changes to the service. The implementation of most changes is chargeable, and some changes may mean that revised rental charges apply. Changes fall into two categories: A and B.

• Category A modifications – Regarded as a new provision in terms of lead times. These are change requests that require physical alternations to the equipment that delivers the service. Examples include provisioning CoS functionality or adding bandwidth where there is no capacity, which is regarded as a new provision in terms of lead times
• Änderungen der Kategorie B - Erfordern eine Vorlaufzeit von 10 Arbeitstagen. Es handelt sich um Konfigurationsänderungen, die per Fernzugriff und innerhalb der normalen Arbeitszeiten durchgeführt werden können und Folgendes umfassen:
  • Bandwidth downgrade
  • Ändern der CoS-Parameter oder Hinzufügen von Cos zu einem bestehenden Dienst
  • Aufrüstung der Bandbreite (keine physische Arbeit)

9.3.2 Out-of-hours changes

Änderungen, die außerhalb der Geschäftszeiten vorgenommen werden müssen, müssen im Voraus geplant und genehmigt werden. Die Vorlaufzeit für die Planung beträgt zwei Wochen. (Dies gilt nicht für Notfalländerungen.) Weitere Informationen erhalten Sie von einem Colt Account Executive.

9.3.3 Cessation of service

Cessation of service is within 60 working days from request by the customer. Request for cessation of service may be subject to a charge in accordance with Colt standard terms and conditions. Should the customer cancel their order during installation, Colt reserves the right to raise a charge.

9.4 Fast track installation

Fast Track allows customers to expedite delivery of their order and receive their service on a date specified by the customer (generally prior to the standard lead time), or, if this date is not possible, on the earliest possible date.
Fast Track installation is available for all On-Net sites in all Colt geographic locations. If Fast Track is possible, Colt will provide a Fast Track delivery date based on technical feasibility, which customers can accept or reject. If accepted, the Fast Track option incurs an extra charge in addition to the standard installation fee.
Consult a Colt Account Executive for more information.

10. Service assurance

Colt bietet ein hohes Maß an Servicegarantie:

• Das Kernnetz wird proaktiv überwacht
• A local language help desk is available 24 x 7
• Colt Online bietet ein webbasiertes Portal, über das Kunden Rechnungen und Trouble Tickets einsehen können.

10.1 Customer service

Colt has a high quality fibre network that enables the provision of an annual target service availability. The target availability depends on the service taken and the location of customer sites. The fault help desk is available 24 hours a day, seven days a week. Customers can report a fault at any time by contacting the Customer Service Centre and speaking to a representative in their local language.
When service is provisioned, customers are issued with a unique service reference for each circuit that they should always use when reporting faults. The contact number for fault reporting is specified in the handover pack.

10.2 Colt Online

Colt Online is an intuitive, user-friendly application enabling new and existing Colt customers to interact with Colt via a secure Internet connection without the need to speak to a Customer Service Agent or Account Executive.
Every Colt Online customer is provided with an administrator account for a defined user within their organisation. This administrator has full access to the available features for all their customer accounts and sub accounts, including:

• Suche und Einsicht in alle Rechnungen der letzten sechs Monate im .pdf-Format (in der Schweiz aus datenschutzrechtlichen Gründen nicht verfügbar)
• Einsicht in den Status jeder Bestellung während des Lieferprozesses
• Einsicht in den Status jedes Tickets (für Störungen, Anfragen, Serviceanfragen) in Echtzeit
• Suche und Anzeige aller Live-Dienste
• Anzeigen eines Konto-Dashboards, das die vier oben genannten Funktionen zusammenfasst

10.3 Service Monitoring

Das Colt wird von Colt proaktiv überwacht und gewartet.

10.3.1 Automated Monitoring and Notification

The Ethernet VPN service includes an optional proactive notification service, which means that Colt proactively monitors the service and can notify customers of any service-affecting faults via e- mail or SMS. Proactive Fault Notification is a customer selectable service feature.

10.4 Planned Maintenance

When planned works are required, the customer will normally be notified in advance as per the following timelines:

• Five working days – Non-Service-Affecting planned works and standard planned work (routine maintenance)
• 15 to 17 days – Service-Affecting planned works

Typically, planned works occur after 20:00 GMT on weekdays. For emergency changes, Colt endeavours to give four working days’ notice; however, on some occasions, this is not viable and the work will be done in much shorter timescales with supporting justification and reasons

11. Colt CPE Solutions

By combining Ethernet VPN with Colt CPE Solutions further service features may be added such as Layer 3 routing functionality.

12. Commercials

12.1 Billing

Die Kundenrechnung ist in Papierform oder auf CD-ROM erhältlich und enthält Einzelheiten:

• Kosten für die Einrichtung von Diensten
• Mietkosten für Dienstleistungen
• Sonstige Kosten und Gutschriften
• Ermäßigungen, falls zutreffend

Customers are provided with a single freephone point of contact for all service enquiries including billing enquiries. For detailed billing enquiries, customers can be transferred to a specialised billing department.
Charges will be applied per site based on the bandwidth selected and the location of the site. The E-VPN primary site is used as commercial reference point indicating whether subsequent sites are Metro, National or International sites. The other sites that constitute the E-VPN are referred to as E-VPN access sites.

12.2 Installation charges

Einmalige Installationskosten werden mit der ersten Rechnung nach der Installation in voller Höhe in Rechnung gestellt. Dies geschieht in der Regel innerhalb von 30 Tagen nach Erbringung der Dienstleistung. Darüber hinaus fallen bei Umzügen, Änderungen oder Modifikationen einmalige Kosten an.

12.3 Rental charges

Customers can opt to pay monthly, quarterly or annually. Where no option is indicated, monthly billing will be set as default. All rental owed under the service will be payable in advance.

12.4 Additional features

Class of Service, Link Aggregation and Performance Reporting features will attract additional installation and rental charges. The charges for enhanced resilience options are built into the service charges.

13. Technical data

E-VPN is a self-learning technology that performs switching between sites based on destination MAC address. The switching function is distributed throughout Colt’s network. E-VPN supports up to 100 customer sites as standard. Larger networks can be configured via special request.

13.1 Switching

E-VPN is based on a self-learning technology in which packets are automatically switched according to their destination MAC address. The switching is performed on all core devices and as such is fully distributed. This ensures minimum latency between any two E-VPN Access sites.
E-VPN is an any-to-any service. The bandwidth of each site is selected by the customer according to data flows and individual site requirements. Packets will be switched according to the destination MAC address; therefore, there is a process of learning that occurs constantly where MAC addresses and their location on the network is logged. Frames are forwarded to the sites where the destination MAC address is known to reside. Broadcast/Multicast packets and packets with an unknown destination will be treated the same and forwarded to all ports. There is a bandwidth limit placed on the propagation of Broadcast/Multicast packets.
Class of Service is available as a service option. If there is congestion, high priority packets will be expedited until the total of the high priority reservation has been met. Subsequent packets and packets that do not qualify as high priority will be dropped until the over subscription status is removed. It is therefore important that the customer dimensions the link to each site according to its traffic needs.

13.2 Interface options

The interfaces shown in the following table are available at the customer site.

Speed	Presentation/Interface	Connector
2, 4, 6, 8, 10, 20, 30, 40, 50, 60, 100Mbps	100/1000 Base-T 1000 Base-SX/LX	RJ45 LC, SC
200, 300, 400, 500,	1000 Base-T	RJ45
600 Mbps 1Gbps	1000 Base SX/LX	LC, SC
2, 3, 4, 5, 6, 10 Gbps	10GBase SR/LR/ER	LC, SC
20, 30, 40 Gbps	100GBase SR/LR	LC

Table 3: Ethernet VPN interface options

13.3 Colt Ethernet performance

Levels of jitter, latency and packet loss provide an indication of how the service will perform under normal conditions, and these parameters can vary considerably as traffic profile items such as packet size, CoS and data flow rate fluctuate. Details on the levels guaranteed by Colt are included in the SLA agreement which the customer receives.

14. Performance Objectives

Die Leistungsziele des Dienstes sind in der Dienstgütevereinbarung (SLA) enthalten.

14.1 Service Availability

Service availability is defined in full in the SLA, which is a separate document and includes details of the rebates if the targets are not met.

14.2 Fault Handling

Faults can be reported via the local telephone numbers as described in the handover pack, 24 hours a day, 7 days a week. The period when the service was not available will be measured from the time such condition is reported by the customer and a trouble ticket is opened by Colt to the point when Colt resolves the trouble ticket and informs the customer that the service is available. The customer shall be deemed to have been informed of service availability if Colt has unsuccessfully tried to contact the customer.
Fault handling is defined in full in the Service Level Agreement (SLA).

15. Colt Professional Services

Colt Professional Services is a team of highly focused experts dedicated to designing and managing solutions which support business transformation for our customers. Our consultants are available to:

• Gründliche Überprüfung der aktuellen und zukünftigen Kommunikationsanforderungen eines Kunden
• Design komplexer Projekte nach anspruchsvollen Standards
• Verwaltung von Projektumsetzungen
• Sicherstellen, dass die Dienstleistung den Erwartungen der Kunden entspricht

Colt has expertise in four areas: Project Management, Service Delivery, Consulting Services and Design Services. For full details of the services available, please contact a Colt Account Executive.

16. Certifications and industry standards

Colt hat es sich zur dedicated , sicherzustellen, dass unsere Managementsysteme den weithin anerkannten Standards der International Standards Organisation (ISO) und des British Standards Institute (BSI) entsprechen. Colt besitzt die folgenden Zertifizierungen:

• ISO 14001 - International anerkannte Norm, die einen Rahmen mit wesentlichen Elementen für die Einführung eines wirksamen Umweltmanagementsystems (UMS) festlegt. Die Norm wurde entwickelt, um das empfindliche Gleichgewicht zwischen der Aufrechterhaltung der Rentabilität und der Reduzierung der Umweltauswirkungen zu berücksichtigen. Dieses Zertifikat gilt für alle Colt und hilft uns, die Auswirkungen unserer Tätigkeiten auf die Umwelt zu ermitteln und dann zu planen, wie wir unsere wichtigsten Auswirkungen reduzieren. Es stellt auch sicher, dass wir in jedem Land, in dem wir tätig sind, alle Umweltvorschriften einhalten.
• ISO 9001 - Der weltweit etablierte Qualitätsrahmen, der den Standard nicht nur für Qualitätsmanagementsysteme, sondern für Managementsysteme im Allgemeinen setzt. Colt besitzt diese Zertifizierung für die Bereitstellung des Servicemanagements für alle Colt , Sprach- und Netzwerkdienste sowie für das Management des Colt , des Backbone, der Switches, Router, der Infrastruktur und der zugehörigen Systeme.
• ISO/IEC 27001 - Die einzige prüfbare internationale Norm, die die Anforderungen an ein Informationssicherheitsmanagementsystem (ISMS) festlegt. Die Norm soll sicherstellen, dass die Auswahl angemessener und verhältnismäßiger Sicherheitskontrollen etabliert wurde, und spezifiziert auch formell ein Managementsystem Information Security Management System (ISMS), das die Informationssicherheit unter explizite Managementkontrolle stellen soll. Colt besitzt diese Zertifizierung für seine Customer Managed Service (CMS)-Lösungen von europäischen Rechenzentren. Dazu gehören die Überwachung des europäischen Kundennetzwerks sowie Management- und Support-Services. Bei Colt Indien umfasst dies Abrechnungs- und Umsatzdienste sowie das Financial Shared Service Centre (FSSC). Bei Colt Spanien umfasst dies Colocation-Services an Standorten, die nicht zu den Rechenzentren gehören.

17. Colt Online

Search and view any bill from the previous six months in .pdf format*
*Not available in Switzerland due to data protection legislation.

Figure 6: Find Bills

Einsicht in den Status jeder Bestellung während des Lieferprozesses

Figure 7: Order Details

Einsicht in den Status jedes Tickets (für Störungen, Anfragen, Serviceanfragen) in Echtzeit

Figure 8: Ticket Status

Suche und Anzeige aller Live-Dienste

Figure 9: Service Details

Anzeigen eines Konto-Dashboards, das die vier oben genannten Funktionen zusammenfasst

18. Service Delivery Timeframes

18.1 Retail Buildings

Figure 10: SD timeframes in retail buildings (working days)

Colt gibt je nach der zu erbringenden Dienstleistung unterschiedliche Zielvorgaben für die Lieferzeit vor. Diese Werte sind Richtwerte und das obige Diagramm veranschaulicht einige von ihnen. Das SLA-Dokument enthält eine vollständige Beschreibung der Zielvorlaufzeiten.

18.2 Data Centres

A number of Colt Data Centres are pre-provisioned and pre-cabled with a supporting process to ensure sufficient capacity is always available to deliver services: these are known as Key Data Centres. Faster lead times are guaranteed in these locations:

Figure 11: SD timeframes in Data Centres (working days)

Colt gibt verschiedene Zielvorgaben für die Lieferzeiten an, die von der zu erbringenden Dienstleistung abhängen. Diese Werte sind Richtwerte und das obige Diagramm veranschaulicht einige von ihnen. Das SLA-Dokument enthält eine vollständige Beschreibung der Zielvorlaufzeiten.

19. Order to Delivery Overview

Colt Kontakt	Zeitleiste der Aktivitäten
Kontakt	Contact Step 1 Day 1 Order Form completed
Name Tel No:	Working with a sales contact, an order is raised for the service
	Step 2 Day 2 -3 Order validated The customer order is now validated by Colt and any outstanding issues or questions dealt with. Customers will be sent a letter confirming receipt and acceptance of their order
Installation Process	Step 3 Design and build The service is configured along with any optional features that may have been requested. The access circuit will be ordered and customers will be sent a letter confirming the Colt installation date
	Step 4 (a) Access circuit installed A technician is at the customer’s site to complete installation of the access circuit. Please ensure the technician is given access to the customer premises
	Step 4 (b) Equipment installed Customer equipment is installed by Colt. The access circuit and Internet services are tested
	Step 5 Activation and porting Service is ready for activation and (if required) numbers are ported. Customers will be given a handover pack which provides details of their service

Note: This document is not legally binding.