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
• Un servizio dedicated a un singolo cliente
• Copertura metropolitana, nazionale e internazionale con accesso off-net disponibile

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 ha vinto numerosi premi di settore, tra cui:

• Global Telecoms Business Innovation Awards - Innovazione nell'infrastruttura di rete fissa con Cyan per la rete abilitata SDN (2014)
• Vincitore Leading Lights - Servizio Ethernet/Ottico più innovativo per la rete abilitata SDN (2014)
• Global Carrier Awards - DC Net che sfrutta SDN e NFV per il crescente mercato DC asiatico (2015)
• Premi Telco Cloud Forum - Miglior progetto Telco Cloud SDN/NFV per DCNet On Demand (2016).
• Premi Global Carrier - Migliore implementazione SDN/NFV per On Demand (2016)
• Premi globali per l'innovazione aziendale nel settore delle telecomunicazioni - Innovazione infrastrutturale per AT&T PoC (2016)
• Premi globali per l'innovazione aziendale nel settore delle telecomunicazioni - Innovazione dei servizi aziendali per SD WAN con Versa (2016)
• Premi Leading Lights - Strategia di implementazione SD-WAN più innovativa (2017)
• Layer 123 Network Transformation Awards - Miglior servizio SD WAN e Miglior nuova soluzione ottica cloud per DCA On-Demand (2017).
• Global Carrier Awards – Best SDN/NFV Deployment for On Demand and SD WAN (2017)
• Global Carrier Awards - Miglior progetto asiatico per Colt IQ Network (architettura ottica ed Ethernet) (2017)
• Global Telecoms Awards - Servizio cloud più innovativo per 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 ha recentemente ampliato la propria piattaforma IQNet a Dubai, negli Emirati Arabi Uniti, una delle città più interessanti della regione per le aziende. Siamo in grado di fornire servizi Ethernet in due Datacenter on-net a Dubai per i nostri clienti. Altri siti possono essere raggiunti con i nostri partner OLO.

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 offre una range completa di opzioni per collegare i siti del cliente ai servizi Colt. Qualunque sia il tipo di metodo di accesso utilizzato, la soluzione sarà creata e gestita da Colt nell'ambito di un unico Service Level Agreement end-to-end.

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 utilizza la rete locale disaggregata (ULL) in fibra per fornire connessioni ad alta velocità alle sedi dei clienti, utilizzando la tecnologia in fibra di terze parti distribuita da diversi operatori in Europa e nell'Asia Pacifica. Colt distribuisce le proprie apparecchiature terminating presso le sedi dei clienti.

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.

I siti dei clienti possono essere collegati attraverso le reti dei partner utilizzando i seguenti tipi di accesso:

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

• Classe di servizio (CoS)
• Aggregazione di 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)
Premio	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

Il Service Performance Reporting è disponibile come funzione "bundle" per i servizi Colt Ethernet. Il servizio viene offerto tramite Colt Analytics, uno strumento di reporting che consente ai clienti di visualizzare le prestazioni dei loro servizi Colt Ethernet in tempo quasi reale e fornisce le seguenti funzioni:

• Possibilità di visualizzare le caratteristiche generali del servizio
  • Disponibilità del servizio, utilizzo della larghezza di banda del circuito, utilizzo delle porte
• Detailed Reports on Key Performance Indicators (KPIs)-
  • Ritardo di Round Trip (RTD), Jitter, perdita di frame
• Periodo di reporting selezionabile dal cliente, compresi i dati storici (fino a 1 anno)
• Possibilità di scaricare i rapporti - CSV e PDF
• Supporto per tutte le topologie Ethernet: linea Ethernet, 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)

Livello di Resilience	Availability (at end of measurement period)
Non protetto	99.9%
Protetto	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

Un nuovo ordine di servizio è la fornitura iniziale del servizio alla sede del cliente, compresa la configurazione iniziale della rete secondo le specifiche fornite nel modulo d'ordine.

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

La modifica di un servizio esistente consiste nella successiva attivazione o disattivazione di caratteristiche, funzioni e interfaces del servizio, nonché nelle modifiche del servizio dopo l'installazione iniziale, che sono voci a pagamento.

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
• Modifiche di categoria B - Richiedono 10 giorni lavorativi di anticipo. Si tratta di modifiche alla configurazione che possono essere eseguite in remoto e nel normale orario di lavoro e che comprendono quanto segue:
  • Bandwidth downgrade
  • Modifica dei parametri CoS o aggiunta di Cos a un servizio esistente
  • Aggiornamento della larghezza di banda (senza interventi fisici)

9.3.2 Out-of-hours changes

Le modifiche che devono essere gestite al di fuori dell'orario di lavoro devono essere programmate e approvate in anticipo. (Per ulteriori informazioni, rivolgetevi a un Account Executive Colt .

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 offre un elevato livello di garanzia del servizio:

• La rete centrale è monitorata in modo proattivo
• A local language help desk is available 24 x 7
• Colt Online è un portale basato sul web che consente ai clienti di visualizzare le fatture e le tickets problemi.

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:

• Cercare e visualizzare qualsiasi fattura dei sei mesi precedenti in formato .pdf (non disponibile in Svizzera a causa della legislazione sulla protezione dei dati)
• Visualizzare lo stato di qualsiasi ordine in fase di consegna
• Visualizzare lo stato di qualsiasi ticket (guasti, richieste di informazioni, richieste di assistenza) in tempo reale.
• Ricerca e visualizzazione di tutti i servizi in diretta
• Visualizzare un cruscotto dell'account, che riassume le quattro caratteristiche di cui sopra

10.3 Service Monitoring

La rete Colt è monitorata e mantenuta in modo proattivo da Colt.

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

La fattura del cliente è disponibile su carta o su CD-ROM e i dettagli:

• Costi di installazione del servizio
• Costi di noleggio del servizio
• Altri oneri e crediti
• Sconti, ove applicabili

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

I costi di installazione una tantum saranno addebitati per intero nella prima fattura emessa dopo l'installazione. Di solito ciò avviene entro 30 giorni dalla consegna del servizio. Inoltre, qualsiasi spostamento, cambiamento o modifica comporterà un costo una tantum.

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

Gli obiettivi di prestazione del servizio sono inclusi nel Service Level Agreement (SLA).

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:

• Eseguire un'analisi approfondita dei requisiti di comunicazione attuali e futuri di un cliente.
• Design progetti complessi secondo standard rigorosi
• Gestire le implementazioni dei progetti
• Assicurarsi che il servizio venga fornito in base alle aspettative dei clienti.

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 si dedicated a garantire che i propri sistemi di gestione siano conformi agli standard ampiamente accettati dall'International Standards Organisation (ISO) e dal British Standards Institute (BSI). Colt possiede le seguenti certificazioni:

• ISO 14001 - Standard accettato a livello internazionale che definisce un quadro di elementi essenziali per la realizzazione di un efficace Sistema di Gestione Ambientale (SGA). Lo standard è stato progettato per affrontare il delicato equilibrio tra il mantenimento della redditività e la riduzione dell'impatto ambientale. Questo certificato, valido per tutti i Paesi Colt , ci aiuta a identificare gli impatti che le nostre attività hanno sull'ambiente e a pianificare la riduzione di quelli più significativi. Inoltre, garantisce il rispetto di tutte le normative ambientali in ogni Paese in cui operiamo.
• ISO 9001 - Il quadro di riferimento per la qualità più affermato al mondo, che definisce gli standard non solo per i sistemi di gestione della qualità, ma per i sistemi di gestione in generale. Colt è in possesso di questa certificazione per la fornitura di servizi di gestione per tutti i servizi di rete, voce e dati Colt , oltre alla gestione Colt rete principale, del backbone, degli switch, dei router, dell'infrastruttura e dei sistemi associati.
• ISO/IEC 27001 - L'unico standard internazionale verificabile che definisce i requisiti di un Sistema di gestione della sicurezza delle informazioni (ISMS). Lo standard è concepito per garantire la selezione di controlli di sicurezza adeguati e proporzionati e specifica formalmente un sistema di gestione Information Security Management System (ISMS) che ha lo scopo di porre la sicurezza delle informazioni sotto un esplicito controllo gestionale. Colt possiede questa certificazione per le nostre soluzioni Customer Managed Service (CMS) dei Data Center europei. Questo include i servizi di monitoraggio, gestione e supporto della rete europea dei clienti. In Colt India, questo include la fatturazione, i servizi di gestione delle entrate e il Financial Shared Service Centre (FSSC). In Colt Spagna, sono compresi i servizi di colocazione in sedi diverse dai Data Center.

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

Visualizzare lo stato di qualsiasi ordine in fase di consegna

Figure 7: Order Details

Visualizzare lo stato di qualsiasi ticket (guasti, richieste di informazioni, richieste di assistenza) in tempo reale.

Figure 8: Ticket Status

Ricerca e visualizzazione di tutti i servizi in diretta

Figure 9: Service Details

Visualizzare un cruscotto dell'account, che riassume le quattro caratteristiche di cui sopra

18. Service Delivery Timeframes

18.1 Retail Buildings

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

Colt prevede tempi di consegna target diversi a seconda del servizio da fornire. Questi valori sono indicativi e il diagramma sopra riportato ne illustra alcuni. Il documento SLA contiene una descrizione completa dei tempi di consegna previsti.

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 fornisce diversi tempi di consegna target a seconda del servizio da fornire. Questi valori sono indicativi e il diagramma sopra riportato ne illustra alcuni. Il documento SLA contiene una descrizione completa dei tempi di consegna previsti.

19. Order to Delivery Overview

Contatto Colt	Cronologia delle attività
Contatta	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.