Level 3 response linked in_final (5)

Response to Proposal for:
CDN Integration Requirements

Submitted to:
LinkedIn

Date:
May 4, 2012

© 2012 Level 3 Communications, Inc. All rights reserved. This document is an unpublished proprietary
work of Level 3 Communications, Inc. and its subsidiaries.

This document contains certain confidential and proprietary information of Level 3 Communications, Inc,
its subsidiaries, and certain third parties and may not be copied or disclosed, in whole or in part, without
the prior written consent of Level 3 Communications, Inc. Any permitted copies made of this document
shall contain the copyright notice, proprietary markings and confidential legends of Level 3
Communications, Inc.

The service marks used in this proposal are registered service marks or service marks of Level 3
Communications, Inc., its subsidiaries, or third parties in the United States and/or other countries.

Level 3 Communications, LLC (“Level 3”) has made every effort to provide accurate and relevant
information in this proposal. Occasionally, however, it is necessary for Level 3 to make assumptions in
order to formulate a timely proposal. Level 3 therefore reserves the right to correct any errors included in
this proposal. Notwithstanding anything in this proposal to the contrary, the terms hereof are non-binding
and Level 3 shall be legally bound only upon execution of a mutually agreed definitive agreement.

©2012 Level 3 Communications, Inc. All rights reserved.
Proprietary and Confidential
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Table of Contents

1. COMMERCIAL RELATIONSHIP ............................................................................................................... 1

2. GENERAL TECHNICAL REQUIREMENTS ................................................................................................. 6

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May 4, 2012

Ian Van Hoven
Director, Technical Operations
LinkedIn
Email: ivh@linkedin.com
Phone: 650-605-0559

RE: Proposal for CDN Requiremnts

Dear Mr. Van Hoven

Level 3 Communications is pleased to present this response to your Request for Proposal.

We have delivered one soft copy of our response to your attention via email.

Should you have any questions or require additional information, please do not hesitate to contact me at
(414) 294-6923.

Sincerely,

Christopher Kennon
Christopher Kennon
Account Director
Level 3 Communications, LLC

cc: Seth Pederson, Vice President, Sales, Level 3 Communications
Pam Hayes, Proposal Manager, Level 3 Communications

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1. Commercial Relationship
Legal
Co-executed mutual NDA required up front
Co-executed MSA defines the macro relationship – including, but not limited to, the following: T&Cs,
SLAs, AUP, Change of Control provision, etc.
Additional legal relationship changes added via co-executed MSA addendum
Individual service orders provide framework for discrete services of defined term

Level 3 Response:
Level 3 has read and complies.

Contractual
Term: 12-36 months
Commit...
Basis: global revenue commit for length of term: with quarterly minimums, and monthly billing for
services provided in arrears
Scope: encompasses all spend (e.g., DNS, storage, delivery, data, other services, etc.), regardless of
location
Pricing...
Delivery...
Basis: monthly $/Mbps @ 95th %ile (per 5-minute epoch)
Price Ramp: quarterly reductions for length of term
Scope: bill for edge-to-user delivery only
No billing for "peer traffic" (i.e., edge-edge, edge-parent, edge/parent-origin, etc.)
Storage...
Basis: monthly $/GB based on max sustained disk utilization
Price Ramp: annual reductions for length of term
Renewal...
No auto-renewal provision; auto-extensions instead (see below)
Service Orders include...
Mutually-defined renewal period (typically the final 3-6 months of contracted term)
Option for monthly extension(s) at final pricing with decreasing commits for 3-6 months following
renewal period if no agreement reached
SLA...
Commit forgiveness for SLA violation: as defined in MSA

Level 3 Response:
Please refer to the Level 3 pricing provided below:

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NA/EU

Term: 12 months 24 months 36 months
Delivery
Monthly CDR 2,000 mbps 2,000 mbps 2,000 mbps
CDR $/mbps (95th%) $11.25 /mbps $8.50 /mbps $7.25 /mbps
Burst above CDR $/mbps
(95th%) $11.25 /mbps $8.50 /mbps $7.25 /mbps
Monthly Committed Spend $22,500 MRR $17,000 MRR $14,500 MRR
Usage Only Ramp-Up 2.0 months 2.0 months 2.0 months
Installation $1,500 NRR $1,000 NRR $0 NRR
Storage
GB GB GB
CDR 5,000 Stored 5,000 Stored 5,000 Stored
$/GB Stored $0.25 /GB $0.20 /GB $0.18 /GB
Monthly Committed Spend $1,250 MRR $1,000 MRR $875 MRR

*SLL Traffic charged at same $/mbps rate, applies to commit. SSL Certificates: $1000 MRR/ea

Global Delivery

Term: 12 months 24 months 36 months
Delivery
Monthly CDR 2,000 mbps 2,000 mbps 2,000 mbps
CDR $/mbps (95th%) $15.75 /mbps $11.90 /mbps $10.15 /mbps
Burst above CDR $/mbps
(95th%) $15.75 /mbps $11.90 /mbps $10.15 /mbps
Monthly Committed Spend $31,500 MRR $23,800 MRR $20,300 MRR
Usage Only Ramp-Up 2.0 months 2.0 months 2.0 months
Installation $1,500 NRR $1,000 NRR $0 NRR
Storage
GB GB GB
CDR 5,000 Stored 5,000 Stored 5,000 Stored
$/GB Stored $0.25 /GB $0.20 /GB $0.18 /GB
Monthly Committed Spend $1,250 MRR $1,000 MRR $875 MRR

*SLL Traffic charged at same $/mbps rate, applies to commit. SSL Certificates: $1000 MRR/ea
*International SSL traffic subject to capacity
verification
*Does not include Mainland
China

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*Assumes Distribution Profile
as follows:
NA/EU 74%
LATAM 9%
APAC 6%
ROW 11%
Total 100%

Team and Communication
Dedicated account exec, SE & technical operations manager (or equivalent)

Level 3 Response:
Level 3 will assign a dedicated team for each step in the process of turning up your network transport
services. Each team member is responsible for managing a number of accounts. We will assign
additional resources or focus team members as necessary based upon your specific requirements.

The following persons are all part of customer’s sales and customer service team:

Dedicated Customer Account Team:

Account Director (AD) – Christopher Kennon
Christopher, your Account Director for is responsible for the overall relationship. He is ultimately
responsible for your satisfaction from sales though implementation, and during continuing service
throughout the relationship. He has the support of his sales VP to marshal all necessary resources to
ensure the success of the Level 3-customer relationship.

-3-

Christopher will provide information about Level 3 services and will gather and confirm specifications
and requirements – elements necessary to submit an accurate order. Executing all quotes and orders
for new and/or additional services, he serves as a general liaison between LinkedIn and Level 3, and
makes sure all necessary resources are applied to the general implementation of services.

Sales Engineer (SE) – John Crocker
John, the dedicated Sales Engineer, is responsible for collaboration with you on solution design to
ensure technical requirements are met. He will work with you to identify technical options and define
technical requirements for service implementation. Understanding your existing network, key locations
and technical needs, John will provide all technical information about Level 3 services and network
solutions to support your requirements. He manages the engineering portion of the service quote, the
inventory and capacity process for new orders, and interfaces with Level 3 Customer Project Managers
to ensure timely service delivery. He also provides product/technology consultation and communicates
the technical details necessary to implement the services properly.

Customer Care Manager (CCM) – Mike Goodwin
The CCM is your single point of contact responsible for the day-to-day implementation issues. The
CCM plans, directs and coordinates activities to support project goals and objectives. Verifying and
managing the order processing for new and existing order, the CCM reviews all documents to ensure
the necessary entrance criteria has been received and ensures all documents are properly filed. The
CCM oversees the assignment of capacity, testing and activation of Level 3 services and tracks the
order status for timely delivery. If any issues arise during service installation, the CCM coordinates
resolution and keeps customers informed of the status of all stages of the ordering/provisioning
process.

The key responsibilities of the CCM include:
 Gather and confirm specifications and requirements
 Project manage pending orders through installation process to help ensure timely delivery
 Develop implementation plan
 Identify, communicate and manage risks
 Communicate critical dates
 Manage internal departments to help meet Customer Commit Date (CCD)
 Coordinate pre-sale and post-sale site visits
 Provide a clear escalation path
 Resolve Jeopardy Management issues

Customer Service Management (CSM) Technician – Catherine Rafii
Acting as the single point-of-contact for technical issues is the Customer Service Management (CSM)
Technician. Level 3 trains CSM Technicians to address both technical and business issues - they are
highly skilled technical professionals. They understand the importance of maintaining network
availability and resolving problems quickly, and have the skills to assist customers with all aspects of
their Level 3 service. The CSM Technician is supported by a team that is available on a 24 hour basis,
partnering with the core Network Operation Centers, Field Operations and third party suppliers to
ensure full resolution of problems.

The CSM Technician trouble shoots and resolves service issues for all products, providing customers
with status updates proactively and in response to customer calls. Managing communication and status
updates for major outages and network events, the CSM Technician follows established escalation
processes for issue resolution.

CDN Solutions Architect – Aaron Diaz
Solution Architects create CDN solutions meeting requirements of company's top customers. Solution
Architects act as consultative, trusted advisors, balancing goals of quality, feasibility and cost-

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effectiveness for customers. They will assimilate customer requirements, create solutions, assemble
costs, and participate in business case analysis.

To achieve these goals, Solutions Architects will review customer business requirements; clarify
ambiguous requirements with sales and clients, ensuring the solution resolves underlying client issues
and business goals.

Solutions Architect analyzes the customer’s business needs and develops solutions based on
knowledge of customer and Level 3 CDN services and platform capabilities. They will complete highly
difficult, custom designs, employing creativity in solutions to bring together multiple products into
customer solutions.

 Recurring status call to discuss issues, performance, ongoing projects, relationship; bi-weekly
to start
 Quarterly F2F meetings to discuss relationship, strategic initiatives, traffic forecast, etc.
 Monthly "CDN Report Card" will provide in-depth performance and availability trends, including
data for all LinkedIn CDN partners

Level 3 Response:
Level 3 has read and complies. Your Level 3 account team will hold regular meetings (depending upon
your requirements and schedule) during the term of this agreement to review network performance,
performance improvement alternatives and alternative network solutions, billing, and provide
recommendations to reduce costs. Discussions will include all usage, bandwidth, quality and billing
reports, both current and historical.

-5-

2. General Technical Requirements

Technical Integration
As part of any RFP process, prospective providers are expected to discuss and explain in detail how
their production CDN platform and operational processes support and provide the following
services/features/functionality.

A portion of any initial technical/commercial RFP review will be dedicated to covering these topics.

Production User-Facing Services

Object Types
LinkedIn leverages CDNs to support two primary use-cases...
Static: small-catalog, highly-cacheable, small-file static content (e.g., JS, CSS, etc.)
Media: UGC, large-catalog, long-tail, small-file media (e.g., profile pix, ad creatives, story imagery, etc.)

Level 3 Response:
Read and complies.

Platform
Edge Delivery...
Software: provider-created and/or 3rd-party
Hardware: systems, network, storage

Level 3 Response:
This is proprietary information.

PoP Map: locations, system count, network providers (IP transit and peering), network capacity – both
for DNS & HTTP PoPs
Note that LinkedIn geo coverage needs vary per RFP; please refer to the RFP for details

Level 3 Response:
We have provided our coverage map below.

-6-

We have also provided the above map as an attachment below:

(Double click on the paper clip to open the attachment)
2012_global_cdn_ma
p.ppt

Logging: edge collection methodology/timing, push v pull, per-hit v aggregate, polling interval, storage,
rotation, etc.

Level 3 Response:
Level 3’s log collection is “pull” technology. For “Raw Log” (ALR-Automatic Log Retrieval) gathering,
logs are delivered to a log collection master on a best-effort basis. The master pulls these files once
per minute and deposits these files onto a server which LinkedIn can download. When these logs
become available to the ALR client (either Windows or Linux), the clients are typically recommended to
pull these once per hour. Once downloaded and validated by the client ALR software, these logs are
purged from the master. The information is stored on our logging clusters for a maximum period of 5
days, at which time they are purged. This information is collected on a per request basis.

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Security: URL-signing/validation, DDoS prevention, administrative access control, IDS, etc.
Backend...

Level 3 Response:
Level 3 CDN edge nodes use Level 3’s IP network for transport, and as such are protected by Level 3’s
extensive IP security systems, redundant 24 x 7 x 365 Network Operations Centers, and proactive
DDOS mitigation processes and procedures. Performance monitoring of all Nameserver clusters feeds
back into an alarming system that would quickly detect and alarm on the significant traffic increases that
come with any DDOS attempt, and Level 3’s IP Security team would immediately become involved in
mitigating an attack should that be the underlying reason for the traffic increase.

Portal: architecture (hardware and software), uptime, maintenance schedule/methodology, security/auth
model, mobile access, ticket-submission/tracking, change/revision-control (audit trail)

Level 3 Response:

Logging: collection, storage, redundancy, delivery (logs as service), aggregation, historical access, etc.

Level 3 Response:
Level 3’s log collection is “pull” technology. For “Raw Log” (ALR-Automatic Log Retrieval) gathering,
logs are delivered to a log collection master on a best-effort basis. The master pulls these files once
per minute and deposits these files onto a server which LinkedIn can download. When these logs
become available to the ALR client (either Windows or Linux), the clients are typically recommended to
pull these once per hour. Once downloaded and validated by the client ALR software, these logs are
purged from the master. The information is stored on our logging clusters for a maximum period of 5
days, at which time they are purged. This information is collected on a per request basis.

Database...
HA & scaling strategy (i.e., redundancy, replication, failover, sharding, pruning/collapsing/aggregation,
etc.)
Use of NoSQL technology
Use of memcached

Level 3 Response:

Request Routing
Ability to parse/leverage decorated hostnames (e.g., encoded client IP, ISO country code, etc.) for
optimized rendezvous
Please refer to "CDN URL Formats" (provided separately)

Level 3 Response:

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DDoS prevention/mitigation service included as baseline DNS/HTTP delivery functionality/feature, not
as value-add/uplift

Level 3 Response:
Level 3 does not support at this time.

APIs: see below

Level 3 Response:

Object Delivery
Transport: support both HTTP and HTTPS
SSL via CDN-owned/managed wildcard certificate (e.g., *.s.cdnX.licdn.com)
Compression: ability/flexibility to store media compressed or uncompressed, and deliver media
compressed (client permitting) or
uncompressed
Cache Control: ability to dynamically inherit cache-control settings from the LinkedIn origin
Origin: ability to support a 2-tier origin model, with CDN storage as Tier 1 origin, LinkedIn storage as
Tier 2 origin
Support for "pull" preferred, but "push" acceptable
Security: ability to support signed/expiring URLs
APIs: see below

Level 3 Response:

Origin Storage
Redundancy: geo-dispersed storage footprint with minimum N+2 redundancy
Virtualized: not discrete
APIs: see below

Level 3 Response:
Level 3 has read and complies. Please refer to the global coverage map we have provided above.

Supporting Services
APIs
Polling...
Request: REST over HTTPS
Response: JSON
Security...
Dedicated API user
Credentials and/or 1-time expiring session token required at instantiation
Metrics...
Request Routing (DNS)...
Volume: max DNS QPS (queries/sec) – aggregate, per-domain and per-country
Object Delivery (HTTP)...
Throughput (Mbps): max per 5-minute epoch – aggregate, per-domain and per-country
Volume (QPS)...

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Max: aggregate, per-domain and per-country
By Response Code: 20x, 30x, 40x, 50x – aggregate, per-domain and per-country
Purge...
Types: soft (invalidate/IMS) and hard (nuke)

Level 3 Response:
Provided below are the requirements supported by Level 3 in regards to API.
API general info
 Requests are REST over HTTPs
 Response is currently XML; we have discussed also offering JSON but don’t have a
planned date yet
 Security is provided via a key and shared secret that is used to sign the HTTPS
requests
API : Polling
 Not sure what this means. Real-time traffic values?
 If so, we support
API : Metrics
 Request Routing DNS: we don’t explicitly provide a count of DNS QPS, but we do
provide as part of CDN usage a count of PEAK requests/sec to a specific domain for a
requested time window
 Req/sec is not currently available by requestor (end user) country
 Object Delivery HTTP
 Throughput Mbps available per domain, per region (NA, EU, South America, etc) and
per CDN location but NOT per end user country at 5 min samples for up to 2 days time
 Volume (QPS): see 4a above. It is available in a real time measurement, by CDN
location
 By response code: aggregate per domain and by CDN location in real-time
Purge
 Support invalidations through API and portal
 Purge supported through CDN Support

Storage Upload...
Upload Target: dynamic storage target ID; inputs = file count, total footprint, target geo
Disk: capacity & utilization
Ticketing: submit, update, view

Level 3 Response:
Level 3 does not support API’s to the Origin Storage platform at this time.

Configuration Management and Propagation
Revision Control: visibility into, rollback procedure/timing, audit trail, etc.
Propagation: propagation time SLA; request/approval process; staging; sanity/smoke-test
methodologies, etc.

Level 3 Response:
Level 3 does not currently support this, but have plans to support in 4Q 2012.

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Staging Environment
Non-production environment where changes (new software, revised configs, etc.) can be safely tested
by provider and/or LinkedIn
Physically and logically separate/distinct from production

Level 3 Response:
Level 3 has read and does not comply. We can accommodate testing and beta scenarios. We will be
happy to discuss this further with LinkedIn.

Operating Processes
Software Development and Release
Process for customer feature request intake, ranking, prioritization, etc.
Release cadence/velocity: minor, major
Development methodology: SDLC, unit test coverage/philosophy, automated regression methodology,
etc.
Release methodology: phased v monolithic, customer notification (active v passive), etc.

Level 3 Response:
Scheduled Maintenance
Routine maintenance and repair functions consist of:
 Remote monitoring of facilities and infrastructure 24 hours a day, 7 days a week x 365 days a year.
For fiber, this entails monitoring of the fiber sheath for continuity and proper grounding. Facility
monitoring will include various environmental alarms.
 Patrol of the network route on a regularly scheduled basis. Regularly scheduled patrols will occur at
least once a month.
 Cable Protection Bureau. The objective of this internal organization is to protect Level 3’s buried
facilities, particularly during construction activities on or around our network. The bureau conducts
cable and conduit locate activities using advanced knowledge of the location of Level 3 fiber and
applying mapping technologies to dig requests to determine if the location of that fiber is required.
The bureau also investigates trouble tickets, and assists in investigating property damages. It
collects Near Miss Reports from Operations, sends warnings to contractors and enters the reports
into the NTDPC Near Miss Database. The bureau is staffed 24 hours, 7 days a week and is
accessible through a toll-free number.
 Notification signage. Level 3 maintains sign posts along the system right-of-way that provide the
number of the local “Call-Before-You-Dig” organization and the toll-free number for Level 3’s “Call-
Before-You-Dig” program.
 Technical responsiveness. To facilitate rapid response to maintenance issues, Level 3 assigns fiber
maintenance technicians to locations along the network routes.
 Monthly preventative maintenance programs. These include AC and DC power level readings,
backup power testing and general location inspections.

Scheduled maintenance that is expected to produce any signal discontinuity is coordinated with our
customers. Generally, this work will be scheduled after midnight and before 6 a.m. Our global change
management team manages all change requests.

Unscheduled Maintenance
In certain circumstances, the need for unscheduled maintenance may occur:
 Emergency Unscheduled Maintenance. A response to an alarm identification by our NOC,
notification by Regional Network Operations and Security Centers, or notification by any third party
of any failure, interruption, or impairment in the operation of fibers within the Level 3 system, or any

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event imminently likely to cause the failure, interruption, or impairment in the operation of fibers
within the your network.
 Non-Emergency Unscheduled Maintenance. A response to any potential service-affecting situation
to prevent any failure, interruption, or impairment in the operation of fibers within your network not
covered by scheduled maintenance.

At sites requiring emergency unscheduled maintenance activity, maintenance personnel will arrive
within four hours from the time we become aware of the event, unless delayed by Force Majeure.
Technicians responsible for initial restoration of a cut cable carry on their vehicles the typically
appropriate equipment that would enable a temporary splice.

We also maintain and supply an inventory of spare cable in storage facilities at strategic locations to
facilitate timely restoration.

Our main objective will be to complete a permanent restoration. The following factors will be used to
determine whether a restoration is permanent or temporary:
 Time: If performing a permanent restoration significantly exceeds the customer SLA, then a
temporary restoration may be performed.
 Location: If the cut is located where a permanent restoration is difficult or impossible without
significantly exceeding the SLA, temporary restoration may be required.
 Materials: If the materials needed for a permanent restoration are not readily available, a temporary
restoration may be required.
The decision of whether to complete a permanent or temporary restoration is at the discretion of the
local on-site Outside Plant Management team. Safety hazards, natural disasters, weather, and federal,
state, and local laws, etc., are additional factors that may influence the decision to perform a temporary
restoration.

Monitoring and Measurement
Tools in use
Thresholding and alerting methodology
Trend observance
Alert distribution, consumption, triage, escalation
Event correlation

Level 3 Response:
Response:
Level 3’s unified and highly advanced NOC uses Nortel’s Preside Network Management System (NMS)
for 24-hour surveillance and operation of all network elements. The Preside system integrates network
element managers, alarm aggregation, and network managers into one platform for greater network
operations efficiency. We have a dedicated 100 Mbps management communications network running
on its own fiber pair. This network provides a high-capacity communications system completely
independent of the transmission equipment and supports remote video monitoring, access security, and
environmental monitoring (for example, temperature and fire alarms). It can also provide connectivity
services for customer equipment in remote sites. We are the single operator for our entire network, from
Metro POP to Metro POP. With a homogeneous network comprised of identical fiber and a single
management system, Level 3 provides the highest level of operations excellence.

Transport Service: Manual Monitoring Tool
Level 3's network management for private line transport services is comprised of off-the-shelf
monitoring using the NETeXPERT network management application and proprietary monitoring and
management tools (NTV and Trailblazer).

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The Agilent NETeXPERT product suite delivers 'root-cause' and 'operational impact' information to
network operators, customer service representatives, and umbrella management systems through its
unique understanding of true network connectivity across ADM and DACS transport equipment.

The Level 3 NOC contains configurable trouble alert screens that network technicians can use to
determine network anomalies immediately so that they can take corrective action.

Transport Service: Automated Network Monitoring Tool
In addition to manual monitoring performed by network operations center technicians, Level 3 has
developed a proprietary automated network monitoring tool that receives alarms and other network
events in real-time from the NETeXPERT framework.

This framework uses a high-speed scriptable rules engine to make business determinations about
service-impacting events and take the actions necessary to alleviate the problem.

In most cases of network trouble, the automated network-monitoring tool opens a trouble-ticket,
forwards the trouble ticket to the appropriate work queue, and notifies network technicians through e-
mail or pager alerts. In some circumstances, the automated network management tool logs into the
router or switch reporting network trouble and performs scripted tasks to provide context and narrow the
problem scope. This allows the network technician to understand the problem better up front instead of
performing several rudimentary tasks to determine the root cause of the problem.

Level 3’s system monitoring includes HVAC, battery plant, rectifiers, generators (and fuel tank levels),
power systems, fiber cable sheath monitoring, surge arrestor, and utility power.

Proactive Monitoring Tools and Scripts
As a matter of standard operating procedure, Level 3 has deployed proactive monitoring tools and
scripts to ensure optimum network performance and associated customer reporting on key operational
service level metrics. Process groups include the following:
 Collect/Organize Data: Riversoft monitoring tool analyzes interface information and provides alarm
information if performance thresholds are violated. Optional BRIX probes collect data every 500 ms
and feed back to centralized server.
 Evaluate Data: Data is evaluated real time to identify congestion limits, packet loss and latency.
Thresholds have been pre-defined to trigger event notifications via the NMS system or e-mail
(based upon severity). Data is also evaluated weekly, monthly, quarterly to identify trends and
support capacity planning and chronic events.
 Report Performance: All data is presented to the Network Operations Center in real-time.
Customers can access performance related data (updated every 15 minutes) on an online
customer portal.
 Change Management: Data is trended and used by operations engineering and capacity planning
to identify any changes that should be performed to avoid potential future network events.

In the event a performance threshold is breached, this will generate an alarm to the Riversoft NMS
system in the NOC and the event management process will be performed.

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Configuration
SLA: 15-minute global propagation from T0 (LinkedIn request submission)
Change-Control...
Audit Trail: for all historical configs
Rollback: simple, fast

Level 3 Response:
Level 3 complies. Please refer to the service levels defined in the CDN Service Schedule provided
below.

FORM - Level 3
Content Delivery Network Service Schedule 2-1-12.pdf

Outage History
List the three (3) most recent customer-impacting outages on your platform, across the following
functional product areas...
Edge Delivery: DNS, HTTP/S, etc.
Storage: including data loss, origin service failure, upload/download failure, etc.
Control/Analytics: including logging, portal, database, etc.

Level 3 Response:

Technical Support
24x7x365 Coverage: ability to engage support (initiate a ticket) via phone, ticket, email
Response-Time SLA: 5 minutes for "urgent" (P0) ticket submission
On-Call: methodology, tooling & internal SLA for contacting key Engineering & Operations personnel
during a crisis/outage
NOC/NOC: establish and cultivate cross-org NOC relationship/integration
Proactive contact by CDN NOC to LinkedIn NOC (and vice-versa) in event of outage/issues

Level 3 Response:
Level 3 has read and complies. However, current SLA response time is 15 minutes, but we can
discuss further with LinkedIn. We have provided additional technical support details below.

The Level 3 Network Operations Center (NOC) is responsible for all facilities and network management,
monitoring, and repair. Level 3 staffs highly trained operations managers and network technicians at
regional monitoring centers and these centers enable geographically diverse, 24-hour a day, year-
round The NOC also provides proactive monitoring of traffic across the Level 3 Network, and through
this monitoring, we can identify potential problems and provide resolution in a more timely fashion.

Level 3’s CDN Support Services include the following:

1. Staffed 24 hours a day, seven days a week, 365 days a year.
a. Locations in the US include Tulsa, OK and Broomfield, CO

2. Contact
a. Email – 15 minute response time
i. cdn.support@level3.com

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b. Phone – < 5 minute response time
i. 1-877-4Level3 (877-453-8353), Option 2, Option 5

3. Standard Support Ratio
a. Pooled Support ~25 customers to 1 Support Rep

2. Mean time to repair
a. 12 hour goal for all services, however, this is dependent on the issue

3. Typical response times based on the urgency that is determined and agreed between the
customer and Level 3
a. Urgent – e.g., Global issues, affecting multiple end users, repeatable – 1 hour
b. High – e.g., Isolated incidents, impacting a certain region – 1 hour
c. Medium – e.g., isolated incidents that are not repeatable – 12 hours
d. Low – e.g., configuration changes, performance monitoring, business issues – 24 hours

4. Typical frequency of updates to a customer
a. Urgent – 1 hour minimum or as required by customer
b. High – 1 hour minimum
c. Medium –12 hours
d. Low – 24 hours

5. Escalation
a. Urgent Priority issues immediately escalated to management
b. High and Medium Priority issues escalated after 24 hours

We have provided for your reference a copy of the Level 3 CDN Customer Handbook for an overview of
the support we provide our customers. The Customer Handbook offers a quick-reference guide to:
 Account Management
 Order Management
 Service Activation
 Billing
 CDN Support
 Media Portal

CDNCustomerHandb
ook-1.docx

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