1      Overview

The Colt Ethernet services portfolio 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 enables customers to extend Ethernet into metropolitan and wide area networks (MANs and WANs).

The customer can connect LANs within the same city (Ethernet Line Metro), within the same country (Ethernet Line National) or between countries (Ethernet Line International). A fourth option, the Colt Ethernet Hub and Spoke service, enables the aggregation of Ethernet Line Metro, National and International services onto a single Ethernet interface at a single site.

Ethernet Line is a Layer 2 service offering:

• Point-to-point and hub-and-spoke topology options
• Speeds from 2Mbps through to 100Gbps
• A dedicated service to a single customer
• Metro, National and International coverage with Off-Net access available

The Private Ethernet service provides customers with a point-to-point service delivered over dedicated fibre in the Metro area. The customer can connect sites within the same city (Metro) with a Layer 2 service offering:

• Point-to-point connectivity
• Speeds from 1Gbps through to 100Gbps
• A private service over a dedicated fibre with the option for defined fibre routing
• Metro coverage with Off-Net access available if required

The Colt Long Distance Network (LDN) links Colt’s own fibre-optic Metropolitan Area Networks (MANs) in 51 cities across 36 countries and 226 connected cities. 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

2.1     Simplicity

Ethernet is a widely accepted and easy-to-run protocol. All of the Ethernet services provide an Ethernet interface, which enables customers to extend Ethernet across their WAN and helps to reduce the total cost of ownership of the network.

2.2     Connectivity

Colt Ethernet provides an easy way to connect sites across Metro, National or International areas, either as a simple point-to-point connection or by using Ethernet Hub and Spoke to aggregate traffic from multiple spoke sites onto a single hub interface. We can simplify customer’s telecommunications arrangements by offering one supplier for all their network needs and one local relationship for worldwide service delivery.

An Ethernet any-to-any service, Colt Ethernet VPN (E-VPN), is also available and is described in separate documentation. Please contact a Colt Account Executive for more information.

2.3     Bandwidth granularity

Ethernet services are not constrained by the bandwidth limitations of Synchronous Digital Hierarchy (SDH). This means that Colt is able to offer a granular service, enabling customers to purchase only the bandwidth that they require. A wide range of service bandwidth options are offered at increments between standard Ethernet interface speeds.

2.4     Cost-effective solution

Colt Ethernet can reduce the Total Cost of Ownership (TCO) of a customer’s WAN with granular bandwidth and less costly hardware. In addition, customers are able to use the same internal expertise they already have managing LANs in the WAN.

2.5     Transparency

Colt’s Ethernet Line and Private Ethernet Point-to-Point services 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. Ethernet Line services are transparent to Layer 3 protocols, providing a single networking solution for voice, video and data requirements.

2.6     Flexibility

Customers can quickly upgrade or downgrade bandwidth to suit their changing business and application needs. Ethernet services offer virtually unlimited capacity to meet customers’ bandwidth demands, regardless of the size of their enterprise. Bandwidth is guaranteed and Colt offers advanced Ethernet features such as bandwidth prioritisation using Class of Service (CoS). That means customers can prioritise traffic and manage their use of bandwidth to ensure business efficiency.

2.7     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 redundancy or by using dedicated fibre with a diverse protection route.  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.

2.8     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 MEF Carrier Ethernet standard – Carrier Ethernet 2.0 (CE2.0) and the latest MEF certification MEF 3.0.

Colt has won many industry awards, including:

• Global Telecoms Business Innovation Awards – Fixed Network Infrastructure Innovation with Cyan for SDN enabled network (2014)
• Leading Lights Winner – Most innovative Ethernet / Optical Service for SDN enabled network (2014)
• Global Carrier Awards – DC Net leveraging SDN and NFV for the growing Asian DC market (2015)
• Telco Cloud Forum Awards – Best Telco Cloud SDN/NFV Project for DCNet On Demand (2016)
• Global Carrier Awards – Best SDN/NFV deployment for On Demand (2016)
• Global Telecoms Business Innovation Awards – Infrastructure Innovation for AT&T PoC (2016)
• Global Telecoms Business Innovation Awards – Enterprise Service Innovation for SD WAN with Versa (2016)
• Leading Lights Awards – Most Innovative SD-WAN deployment strategy (2017)
• Layer 123 Network Transformation Awards – Best SD WAN service & Best new cloud optical solution for DCA On-Demand (2017)
• Global Carrier Awards – Best SDN/NFV Deployment for On Demand and

SD WAN (2017)

• Global Carrier Awards – Best Asian Project for Colt IQ Network (Optical & Ethernet architecture) (2017)
• Global Telecoms Awards – Most innovative cloud service for DCA On-Demand (2017)
• Layer 123 Network Transformation Awards – Best SD WAN Entreprise service & New Service Innovation (2019)
• MetroEthernet Forum Excellence Awards for the EMEA Region over a 14 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 Provider of the Year, Best Application x 2, Best Network Technology

2015     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 36 countries including some with fibre-based metropolitan area networks (MANs) in 51 major cities. More than 1100 Data Centres and + 31,000 buildings are directly connected to this 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, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom.

This allows Ethernet Services to be delivered  on its own infrastructure.

3.2     APAC

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     North-America

The USA is already a part of the Global Reach program, and Colt has expanded its network to enhance its footprint in the USA, and also to propose a new country in North-America with the addition of Canada. Colt connects now 30 DCs in locations such as Toronto, New-York, Chicago, Dallas, Miami, Los Angeles, Seattle, etc… where Ethernet Services can be delivered on its own infrastructure and on partners infrastructures.

3.4     Middle-East

• Colt has recently expanded its IQNet platform in Dubai in the United Arab Emirates which is one of the most attractive cities in the region for businesses. We are able to deliver Ethernet services in two on-net Datacenters in Dubai for our customers. Other sites can be reached with our OLO partners.

3.5     Unrivalled global coverage

In parallel of expanding its network in North-America, Colt also improves the capabilities of its sub-sea cables by adding new international 100G submarine cables to seamlessly interconnect three continents. With multiple cable systems and different landing points, Colt will be providing 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      Services and features availability

Table 1 : Service availability

Service	Europe	Asia	North America	Middle-East (Dubai)
Ethernet Line (Metro, national, international)	√	√	√	√ (intl only)
Ethernet Hub&Spoke (Metro, national, international)	√	√	√	√ (intl only)
Private Ethernet (Metro)	√	√	N/A	N/A

Table 2 : Features/Options availability

Features / options	Europe	Asia	North America	Middle-East (Dubai)
Resilience (protected)	√	√	√	TBC
Diversity	√	Bespoke	√	√
Encryption (Ethernet Line only)	√	√	√	TBC
Class Of Service	√	√	√	√
Link Aggregation	√	√	√	√
Link Loss Forwarding *	√	√	√	√
Proactive Monitoring	√	√	√	√
Performance Reporting	√	√	√	√
Colt Online	√	N/A	√	√
Demarcation device (OLO)	√**	√**	√**	√**
Fast Track	√	√ (Hong-Kong only)	N/A	√
Upgrade Interface	√ (one time charge)	√ (MRC)	√ (one time charge)	√
Dual Power Source	√	N/A	√	√
Dual Building Entry	√	N/A	√	√

* Not enabled by default.

** Installed by default in North-America, Asia, Dubai and in European Colt countries for Enterprise customers

5      Service Description

5.1     Topology

Colt provides two types of Ethernet services :

• Two services (Ethernet Line and Ethernet Hub&Spoke) on Colt’s shared infrastructure
• One service on dedicated fibers : Private Ethernet.

Colt’s Ethernet Line and Ethernet Hub&Spoke rely on the same private network shared between customers but logically separated to ensure the security and the privacy of the traffic for each customers.

Private Ethernet is a service built on dedicated fibre to ensure the maximum security and performance for metro Ethernet point-to-point circuits.

5.1.1        Ethernet Line

Ethernet Line provides connectivity to customers between two sites. Ethernet Line is compliant with the MEF E-Line definition of an Ethernet Private Line (EPL) service and is a point to point Ethernet Virtual Connection (EVC). The following figure describes the Ethernet Line Point-to-Point logical topology.

Figure 1: Ethernet Line Point to Point logical topology

Ethernet Line is a full-duplex protocol-independent service, which means customers can use the full amount of the bandwidth supplied in either direction. Ethernet Line Point-to-Point supports dedicated connectivity between any two sites in the same city (Ethernet Line Metro), within the same country (Ethernet Line National) or between countries (Ethernet Line International). The service can be delivered using dedicated fibre or over ring-based architecture.

Connections are available at speeds from 2Mbps to 100Gbps in some locations and can be provisioned with or without protection (see Resilience section for details of how links are protected).

Ethernet Line is available in all Colt operating countries. For Off-Net requirements, Colt will perform a feasibility study prior to any agreement.

5.1.2        Ethernet Hub and Spoke

Ethernet Hub and Spoke enables the aggregation of Ethernet services onto a single  Ethernet interface at a given site. The service can be composed of Ethernet Metro, National and International services – all being terminated at a hub site. Ethernet Hub and Spoke is compliant with the MEF E-Line definition of an Ethernet Virtual Private Line (EVPL) service and constructed of several point-to-point EVCs with a single multiplexed Ethernet User Network Interface (UNI) at the hub site.

The multiplexing of the spoke services is performed at the hub site over a single Ethernet interface. Customers can choose between three hub options: Gigabit Ethernet (1Gbps), 10Gigabit Ethernet (10Gbps), 100Gigabit Ethernet (100Gbps). VLAN Tagging is used for service segregation between the spoke sites on the single hub interface. Customers can allocate a VLAN tag to each spoke site when the service is ordered. When a new spoke is added to the network, a physical point-to-point link is configured on the Colt network between the hub site and the new spoke site. Both single and double tagging options are available:

• The IEEE standard 802.1Q VLAN Tagging
• The IEEE standard 802.1ad VLAN Double Tagging

Ethernet Hub and Spoke is available in all Colt operating countries.

Figure 2 below shows how three sites, located in different countries, can be connected using Ethernet Hub and Spoke. In this specific example, all the connections are terminated at the customer hub site in London.

Figure 2: Ethernet Hub and Spoke logical topology

5.1.3        Private Ethernet (Excl. North America)

Private Ethernet provides connectivity to customers between two metropolitan sites. Private Ethernet is compliant with the MEF E-Line definition of an Ethernet Private Line (EPL) service and is a point-to-point Ethernet Virtual Connection (EVC). The following figure describes the Private Ethernet logical topology.

Private Ethernet Connection 1Gbps to 100Gbps

Figure 3: Private Ethernet logical topology

Private Ethernet is a full-duplex protocol-independent service, which means customers can use the full amount of the bandwidth supplied in either direction. Private Ethernet Point to Point supports dedicated connectivity between any two sites in the same city. The service is delivered using dedicated fibre between dedicated terminating customer premises equipment (CPE).

Connections are available at speeds from 1Gbps to 100Gbps and can be provisioned with or without protection (see the Resilience section for details of how links are protected).

The customer also has the option to request specific fibre paths in the metro, a feature known as ‘customer defined routing’. Accompanying fibre maps can also be provided on request.

Private Ethernet is available in all Colt operating countries/cities where MAN fibre infrastructure is present at the exception of North America where this service is not available. For Off-Net requirements, Colt will perform a feasibility study prior to any agreement.

5.2     Network access

Colt has a comprehensive range of options for connecting the customer’s sites to Colt’s services. Whichever access method type is used, the solution will be created and managed by Colt under a single end-to-end Service Level Agreement.

Figure 4 : Network access technologies

5.2.1        Colt access types

Colt’s European network connects fibre-based metropolitan area networks (MANs) in 51 major cities across 36 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 type:

5.2.1.1       Colt Fibre (not available in North America and in Asia except Singapore)

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 Pan- European and Singapore fibre-optic network (LDN) delivering high quality reliable services door-to-door.

5.2.1.2       Fibre ULL (Not available in North America)

Colt uses Fibre unbundled local loop (ULL) to provide high speed connections to customer sites using third party Fibre technology that is deployed by a number of operators across Europe and the Asia Pacific. Colt deploys its own terminating equipment on customer premises.

5.2.2        Partner access types

For sites not directly connected to the Colt network, Colt Ethernet 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 Ethernet service operates seamlessly.

Customer sites can be connected through partner networks using the following access types:

5.2.2.1       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 (option in Europe and in Asia – default in the North America).

5.3     Bandwidth Options

The Ethernet Line service is able to support bandwidths on a per connection basis as listed in the following table.

Table 3: Ethernet Line bandwidth options

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

* max bandwidth for international circuits between North-America/Europe/Asia/Australia and Dubai.

** : 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).

****: bandwidth available only for circuits in London, Brussels, Amsterdam, Frankfurt and Dusseldorf between specific datacenters (Key DCs).

The Ethernet Hub and Spoke service is available with a 1Gbps, 10Gbps or 100Gbps hub. It is able to support bandwidths on a per spoke connection basis as described in the following table.

Table 4: Ethernet spoke bandwidth options

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

* max bandwidth for international circuits  between North-America/Europe/Asia/Australia and Dubai.

** max bandwidth for national circuits in North America and international circuits  between North-America/Europe/Asia/Australia

There is no constraint on the mixture of spoke bandwidths provisioned except that the sum of the bandwidths across all spoke sites should not exceed the hub bandwidth as a best practice, however, it’s possible to overbook the Hub capacity but with a possible impact on SLA.

The Private Ethernet service supports bandwidths on a per connection basis as listed in the following table.

Table 5 : Private Ethernet bandwidth options

1Gbps*	2Gbps*	3Gbps*
4Gbps*	5Gbps*	6Gbps*
10Gbps	20Gbps	30Gbps
40Gbps	50Gbps	60Gbps
100Gbps

* : bandwidth not available in Asia

6      Features

Ethernet features include

• Encryption
• Class of Service (CoS)
• Link Aggregation (LAG)

6.1     Encryption

Encryption is a standard feature only for Ethernet Line.

This feature provides end-to-end data encryption on top of the base Ethernet Line service up to 10G.
Colt provides all the necessary devices to do this encryption. The devices can be installed in the customer’s cabinet as a default or in Colt’s rack or CEA whether it be delivered in a Retail Building or in a datacenter.

This option is available as a standard for Ethernet Line Metro, National and International services in Europe, Asia and North America for on-net sites and off-net sites (only in Colt countries ie where Colt has a POP or connected Retail Buildings). Encryption in non-Colt countries for Off-net sites is not standard as some countries may have specific data encryption rules.

Any request outside of the above scope would require a bespoke solution.

The whole service is entirely managed by Colt 24×7 but proactive notification is not available for encryption. In case of failure, customers must contact Colt Service Assurance team to raise a trouble ticket.

Please, note that the Encryption feature does not change the standard SLA of the underlying Ethernet service.

6.2     Class of Service (CoS)

CoS is available for Ethernet Metro, National and International services. Colt’s CoS feature provides customers with a means to differentiate the importance of customer traffic and therefore to allocate an explicit prioritisation. Five levels of prioritisation are defined.

CoS is available as standard over OLO Ethernet tails where Colt’s Ethernet demarcation device has been deployed.

Class of Service feature is only available for Ethernet VPN.

6.3     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 802.1AX-2008 (formerly IEEE 802.3ad) and is supported on 1GbE and 10GbE interfaces for all Ethernet Services.

7      Performance Reporting

Service Performance Reporting is available as a ‘bundled’ feature for Colt Ethernet services. This is offered via Colt Analytics, a reporting tool that enables customers to view the performance of their Colt Ethernet services in near ‘real time’ and provides the following features:

• Ability to view general service characteristics
• Service Availability, Circuit Bandwidth Utilisation, Port Utilisation

• Detailed Reports on Key Performance Indicators (KPIs)

• Round Trip Delay (RTD), Jitter, Frame Loss

• Customer selectable reporting period including historic data (up to 1 year)
• Option to download reports – CSV and PDF
• Support for all Ethernet topologies – 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.

8      Resilience & Diversity

Resilience :

Depending on the location, area and circuit speed, Colt Ethernet services are provided as unprotected or protected.

Resilience always applies to a single circuit providing a single customer interface.

Resilience options that are available for Ethernet Line and Hub & Spoke include:

• Unprotected – Ethernet Line and Hub & Spoke services are available with unprotected access. A single fibre extends from the Colt node to the customer premises where the customer interface is delivered. The Colt backbone always remains protected with primary and failover paths.

Figure 5 : Unprotected access (single end view)

• Protected – The Ethernet Line and Hub & Spoke 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. Similarly to the Unprotected Access, the backbone part is always protected.

Figure 6 : Protected access (single end view)

Note that Ethernet services delivered in Key DCs are always Protected except Ethernet Line 100G that can be ordered as Unprotected or Protected.

If any other type of resilience arrangement is required, please discuss this with a Colt Account Executive.

Private Ethernet services can be delivered as protected or unprotected in a similar way as described above. (Not available in Asia and North America)

• Unprotected – Private Ethernet is available as an unprotected metro service based on a single dedicated fibre at 1, 2, 3, 4, 5, 6, 10, 20, 30, 40, 50, 60Gbps and 100Gbps between the customer dedicated terminating CPE at each site.
• Protected –Private Ethernet service is available as a protected service based on 2 separate fibres extended between the customer dedicated terminating CPE at each site. One fibre acts as the worker path and the other fibre as the protection path. In the event of a fibre failure then the terminating CPE automatically switches traffic to the protection path with failover time <50ms. The Diversity of the routes is not guaranteed with the Protected option.

Table 7 : Resilience option service availability for Ethernet services

Resilience Level	Availability at end of measurement period
Unprotected	99.9%
Protected	99.95%

Increased path diversity can also be provided via dual entry into customer sites subject to site survey and additional cost.

Diversity

The Diversity feature is used with two services to request delivery of the pair of services in a diverse relationship from one another. Therefore, each circuit will have its own contract and order form with the Diversity option selected for one of them.

The purpose of this option is to provide diversity on several elements of the access part of a circuit for a better robustness of the access architecture.

When the Diversity option is ordered for on-net buildings, Colt will deliver by default in the access part of the circuit :

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

Figure 7 : Standard Diversity – On-net site (A-end view only)

When OLO tails are used to connect a building, it’s still possible to provide the standard Diversity option with the 3 following criteria:

• 2 x NTE in the customer premise, each one with a single interface. Usually, OLO provide their own NTE.
• 2 circuits between the customer premise and the OLO handoff location. The fibre path diversity is not guaranteed when OLOs are used as they’re using their own infrastructure. However some operators do have offers in their portfolio that guarantee fibre path diversity and will be used on request if it’s available.
• 2 diverse OLO NNI. These devices are located in serving POPs where both Colt and the OLO have their networks interconnected (Network-to-Network Interconnection or NNI). They can be either located in the same Colt POP or in two different POPs for each circuit.

Note about the NTE and the power source:

The NTE we use for our Ethernet services only have one power supply inside the chassis with a single power feed as a default configuration.

Then, if the Diversity option is selected and you are able to provide two different sources of power in your premise, we won’t be able to deliver NTE with dual power supplies embedded : we will use the power source A to connect the NTE1 and the power source B to connect the NTE 2 as per the default configuration.

However in such a case, it’s possible to deliver NTEs with dual power feeds (but still a single power supply inside) : in this configuration each NTE would be connected to the power source A and B for a better resilience. Please discuss this specific request with a Colt Account Executive.

In any cases, it’s not Colt’s responsibility to deliver the dual power source but the customer.

Also the Diversity option ensures that circuits remain diverse during the contract duration: thanks to a “Diversity flag”, it will be marked that both circuits must remain diverse and therefore are never cut at the same time during planned work or any other network operation.

The Diversity has also an impact on the Service Availability : it is possible to have a combined SLA for both circuits – 99.999% – under certain conditions (see the SLA document)  or to keep a SLA per circuit.

Also in any case, the Colt core network remains protected with a primary path and a failover path ensuring a route is always available in the Backbone.

9      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 persons 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.

9.1     Ethernet Security

Because Colt Ethernet services are logically separated at the transport layer, it is impossible for customers to intercept or send data to or from any other customer sites via their own access. Colt’s Ethernet services are delivered utilising a network resource that is reserved for that service and for each individual customer.

Colt Ethernet services are connection-oriented and do not use MAC-based forwarding or Spanning Tree.

10       Service Delivery

10.1 New service order

A new service order is the initial provision of the service to the customer premises, including the initial configuration of the network to the specification provided in the order form.

10.2 Modifying an existing service

Modifying an existing service consists of the subsequent enabling or disabling of service features, functions and interfaces as well as service changes following initial installation, which are chargeable items.

10.2.1     Modifying an Ethernet service

Following provision and installation of an Ethernet 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.
• Category B modifications – Require 10 working days lead time. These are configuration changes that can be carried out remotely and within normal working hours and include the following:
  • Bandwidth upgrade (no physical work)
  • Changing the CoS parameters or adding Cos to an existing service
  • VLAN interface mapping

10.2.2     Out-of-hours changes

Changes that need to be handled out-of-hours must be scheduled and approved in advance, and there is a two-week lead time for scheduling them. (This does not apply to emergency changes.) Ask a Colt Account Executive for more information.

10.2.3     Cessation of service

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.

10.3  Fast track installation (not available in the North America and Asia except Hong Kong)

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.

10.4  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’ common equipment area. 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 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 8 : Demarcation Point

11       Service assurance

Colt provides a high level of service assurance:

• The core network is proactively monitored
• A local language help desk is available 24 x 7. (Japanese and English for Asia)
• Colt Online provides a web-based portal that enables customers to view bills and trouble tickets

11.1  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 (Japanese and English in Asia).

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 and can also be found on the Colt support page for each country : http://www.colt.net/support/

11.2  Colt Online (not available in Asia)

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:

• Search and view any bill from the previous six months in .pdf format (not available in Switzerland due to data protection legislation)
• View the status of any order in the delivery process
• View the status of any ticket (covering faults, enquiries, service requests) in real-time
• Search and view all live services
• View an account dashboard, summarising the four features above

11.3  Service Monitoring

The Colt network is proactively monitored and maintained by Colt.

11.3.1     Automated Monitoring and Notification

Automated Monitoring & Notification is the end-to-end capability to monitor the Colt Network and the services delivered on it. Colt Ethernet services include a proactive notification service, which means that Colt proactively monitors the service and notifies customers of any service-affecting faults (Service Down) via e-mail. In case of any network related faults, a trouble ticket is raised, and resolution is progressed actively until the fault is resolved. Customers (except in Asia) can manage their notifications directly via the Colt Online portal.

As standard Colt Ethernet Proactive Fault Notification feature, Proactive fault notification email will be sent to customer within 10 minutes to 15 minutes for any service outage. Any other requirement will require analysis via bespoke process.

12       Colt CPE Solutions

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

13       Commercials

13.1 Billing

The customer bill is available on paper or CD-ROM and details:

• Service installation charges
• Service rental charges
• Other charges and credits
• Discounts, where applicable

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.

13.2  Installation charges

One-off installation charges will be billed in full in the first invoice issued after installation. This will usually be within 30 days of service delivery. In addition, any moves, changes or modifications will incur one-off charges.

13.3  Rental charges

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

13.4  Additional features

Class of Service, Multi-port, 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.

14       Performance Objectives

The performance objectives of the service are included in the Service Level Agreement (SLA).

14.1 Service Level Agreements

Colt commits on a set of elements that represents the quality of the services delivered (lead times, TTR, performance, etc,…). Faults can be reported via the local telephone numbers, 24 hours a day, 7 days a week. The period when the service was not available will be measured from the time a trouble ticket is opened to the point Colt resolves the problem.

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

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:

• Conduct thorough reviews of a customer’s current and future communications requirements
• Design complex projects to exacting standards
• Manage project implementations
• Ensure the service is being delivered to customer expectations

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 is dedicated to ensuring that our management systems adhere to the widely accepted International Standards Organisation (ISO) and British Standards Institute (BSI) standards. Colt holds the following certifications:

• ISO 14001 – Internationally accepted standard that sets out a framework of essential elements for putting an effective Environmental Management System (EMS) in place. The standard is designed to address the delicate balance between maintaining profitability and reducing environmental impact. This certificate is held for all Colt countries and helps us to identify the impacts that our operations have on the environment and then plan how we will reduce our most significant ones. It also ensures that we comply with all environmental regulations in each country we operate
• ISO 9001 – The world’s most established quality framework that sets the standard not only for quality management systems, but management systems in general. Colt holds this certification for the provision of service management for all Colt Data, Voice and Network Services, plus management of the Colt core network, backbone, switches, routers, infrastructure and associated systems
• ISO/IEC 27001 – The only auditable international standard which defines the requirements for an Information Security Management System (ISMS). The standard is designed to ensure the selection of adequate and proportionate security controls have been established and also formally specifies a management system Information Security Management System (ISMS) that is intended to bring information security under explicit management control. Colt holds this certification for our Customer Managed Service (CMS) Solutions from European Data Centres. This includes customer European network monitoring, management and support services. In Colt India, this includes billing, revenue services and the Financial Shared Service Centre (FSSC). In Colt Spain, this includes Colocation Services in non-Data Centre locations.

17       Colt Online (not available in Asia)

Search and view any bill from the previous six months in .pdf format*

* Not available in Switzerland  due to data protection legislation.

Figure 9: Find Bills

View the status of any order in the delivery process

Figure 10 : Order Details

View the status of any ticket (covering faults, enquiries, service requests) in real-time

Figure 11: Ticket Status

Search and view all live services

Figure 12 : Service Details

View an account dashboard, summarising the four features above

18       Service Delivery Timeframe

18.1 Service Delivery Timeframes in all locations for retail buildings

Figure 13: SD timeframes in retail buildings (working days)

Colt provides different target delivery lead times depending on the service to deliver. These values are indicative and the diagram above illustrates some of them. The SLA document includes a full description of the target lead times.

18.2 Service Delivery Timeframes in all locations for Data Centres

Some of our Data Centres are pre-cabled and a specific process is in place to always ensure enough capacity to deliver more quickly our services : these are our Key Data Centres on which we can target faster lead times than in standard data centres.

 

Figure 14: SD timeframes in Data Centres (working days)

Colt provides several target delivery lead times depending on the service to deliver. These values are indicative and the diagram above illustrates some of them. The SLA document includes a full description of the target lead times.

 

 

 

 

 

19       Order to Delivery Overview

Colt Contact	Timeline of Activities
Contact Name Tel No:	Step 1 Day 1 Order Form completed 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 Field survey is conducted at the customer’s site. 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.