Carrier Ethernet – The CIO PerspectivePart II: Service Levels and SLAs<br />RAD Data CommunicationsJune 2011<br />
What’s in an SLA?<br />A business-grade SLA for Carrier Ethernet services will typically include the following:<br />Conne...
Carrier Ethernet SLAs Throughput Guarantees<br />CIR: Committed Information Rate. Bandwidth with guaranteed delivery, rega...
Carrier Ethernet SLAs – CoS, QoS and KPIs<br />Each level requires differentiated SLAwith appropriate QoS parameters to en...
Key service elements that directly effect QoE<br />Availability: Network uptime on a monthly basis, after measuring the nu...
KPI Performance Objectives<br />KPI Performance Objectives, Business Services* (MEF 23.1 Draft):<br />* Metro, point-to-po...
KPI Performance Parameters<br />An SLA should specify how parameter values are measured: The percentage of traffic to whic...
Monitoring and Reporting: Are You Getting the SLA You’re Paying For?<br />
Monitoring and Reporting: What You Should Look for?<br />Choose a service provider that can provide performance reports:<b...
Service Provider Tools to Guarantee Carrier Ethernet SLAs<br />Service providers can now implement the following capabilit...
Multi-CoS Traffic Management Tools<br />Traffic classification according to enterprise preference and equipment (e.g., IP ...
Service Lifecycle Management Tools<br />An elaborate set of tools to provision, monitor and control Ethernet services at t...
Resiliency and Protection Tools<br />Ensure High Availability and speedy restoration by protecting the links, as well as t...
Additional Questions to the Service Provider<br />Is the Ethernet service certified by the MEF (Metro Ethernet Forum)?<br ...
In Conclusion<br />Carrier Ethernet SLAs should include specific definitions of service levels and guarantees for key perf...
Visit www.ethernetaccess.com for more information<br />
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Ce the cio perspective part ii v2 3 21-6-11

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Ce the cio perspective part ii v2 3 21-6-11

  1. 1. Carrier Ethernet – The CIO PerspectivePart II: Service Levels and SLAs<br />RAD Data CommunicationsJune 2011<br />
  2. 2. What’s in an SLA?<br />A business-grade SLA for Carrier Ethernet services will typically include the following:<br />Connection rates<br />Class of Service (CoS) levels definition and traffic priority settings<br />Bandwidth commitments per CoS<br />Quality of Service (QoS) KPI (Key Performance Indicators) guarantees<br />Monitoring and reporting<br />Service and support hours, response and repair times<br />Restrictions <br />Credits/SLA violation remedies<br />Etc…<br />
  3. 3. Carrier Ethernet SLAs Throughput Guarantees<br />CIR: Committed Information Rate. Bandwidth with guaranteed delivery, regardless of network conditions<br />EIR: Excess Information Rate. The bandwidth allowance depending on network resource availability<br />PIR: Peak Information Rate; CIR+EIR – defines the maximum bandwidth allowed<br />
  4. 4. Carrier Ethernet SLAs – CoS, QoS and KPIs<br />Each level requires differentiated SLAwith appropriate QoS parameters to ensure user QoE (Quality of Experience)<br />“Bursting” is the ability to exceed the designated bandwidth for a short period to avoid traffic dropping<br />
  5. 5. Key service elements that directly effect QoE<br />Availability: Network uptime on a monthly basis, after measuring the number of minutes and seconds that the service was unavailable to the enterprise<br />Business-grade SLA: 3-5 Nines (99.9% -99.999%), depending on CoS<br />Latency: The time for transmitting a packet/frame of data from a source to its destination<br />Effect on voice traffic: Delays, overlapping speech, echo <br />Effect on video traffic: From blanks to session termination<br />Jitter: The difference in delay between two consecutive frames/packets<br />Effect on Voice: Static, distorted speech<br />Effect on video: Momentary signal loss, shaky image<br />Loss: Percentage of undelivered frames out of all sent frames<br />Effect on data: requires re-transmissions which lower throughput<br />Effect on video: Momentary signal loss, graininess, session termination<br />MTTR: Mean Time to Repair<br />
  6. 6. KPI Performance Objectives<br />KPI Performance Objectives, Business Services* (MEF 23.1 Draft):<br />* Metro, point-to-point<br />
  7. 7. KPI Performance Parameters<br />An SLA should specify how parameter values are measured: The percentage of traffic to which the guarantee is applicable, over what time interval, etc (MEF 23.1 Draft):<br />
  8. 8. Monitoring and Reporting: Are You Getting the SLA You’re Paying For?<br />
  9. 9. Monitoring and Reporting: What You Should Look for?<br />Choose a service provider that can provide performance reports:<br />Monitor the service <br />Compare actual performance to the SLA you buy<br />Get service credits when the service provider fails to deliver<br />Change service provider if failures are repeated<br />Different reporting options:<br />Periodical (weekly/monthly)<br />Self-managed 24x7 portals: View KPI data in real-time<br />
  10. 10. Service Provider Tools to Guarantee Carrier Ethernet SLAs<br />Service providers can now implement the following capabilities in their networks:<br />Traffic and bandwidth management for multilevel QoS<br />Performance monitoring and reporting<br />Fault detectionand repair<br />Resiliency and protection<br />In order for these attributes to be effective, they need to be implemented at the service hand-off point, i.e., in the service provider’s CPE (also called Ethernet demarcation) installed at customer premises<br />
  11. 11. Multi-CoS Traffic Management Tools<br />Traffic classification according to enterprise preference and equipment (e.g., IP Precedence, address, VLAN Priority bit, etc)<br />Advanced traffic mapping to ensure QoS adherence and transparency of user classification over the WAN<br />Rate metering and policing per CIR/EIR profiles for multi-flow Ethernet connections (i.e., different profiles over the same link)<br />Hierarchical scheduling for multi priority traffic<br />Traffic shaping and queue management to avoid packet dropping and congestion<br />CoS 7 = Management<br />CoS 6 = VoIP<br />CoS 5 = Video <br />CoS 4 = Interactive<br />CoS 3 = Priority Data<br />CoS 2 = Other Data<br />CoS 1 = Best Effort<br />CoS 0 = Best Effort<br />An 8-CoS Traffic Queue<br />
  12. 12. Service Lifecycle Management Tools<br />An elaborate set of tools to provision, monitor and control Ethernet services at turn-up, as well as for on-going monitoring and fault management<br />Specific standardized tests to continuously evaluate SLA performance metrics and report results/statistics to network management system (OSS/BSS)<br />Shorten lead-times for fault identification and resolution to avoid service disruptions<br />Identify trends and take preventive measures before service and users are affected<br />
  13. 13. Resiliency and Protection Tools<br />Ensure High Availability and speedy restoration by protecting the links, as well as the entire service path<br />Standardized redundancy schemes:<br />Link Aggregation: Parallel connections are bundled to a single virtual link<br />Ethernet Linear Protection Switching: Redundancy at the service path level with an EVC (Ethernet Virtual Connection) backup<br />Ethernet Ring Protection Switching: Ring protection with fast failover<br />Without proper protection mechanisms QoE is compromised due to retransmissions or even loss of service<br />
  14. 14. Additional Questions to the Service Provider<br />Is the Ethernet service certified by the MEF (Metro Ethernet Forum)?<br />Can the service provider guarantee service consistency even when some locations are not fiber-fed?<br />Can the service provider guarantee service consistency even for out of footprint locations (e.g., on a national and global scale)?<br />How accurate are the link quality and service performance measurements?<br />How many provider boxes need to be installed at the premises (e.g., CPE/demarcation and test probes)?<br />
  15. 15. In Conclusion<br />Carrier Ethernet SLAs should include specific definitions of service levels and guarantees for key performance indicators<br />Service KPIs directly effect how users experience application performance. KPI metrics differ by provider, but industry standardization efforts are under way <br />Getting SLA reports ensures you get what you paid for<br />Business-grade services require smart Ethernet demarcation devices to be installed at customer premises<br />Check out other installments in the series: <br />Part I: Why Choose Carrier Ethernet WAN Services?<br />Part III: Ethernet and IP VPNs, When to Use Which?<br />
  16. 16. Visit www.ethernetaccess.com for more information<br />
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