Software Layer Agreement(SLA)

Mumbai CH offer different port size to meet your requirement from 1G to 100G based on your requirement with or without SLA.

  1. First Level Support/ Emergency Numbers
    • MUMBAI CH offers first level support on a 24/7 basis with a reaction period of one hour during business hours (workdays Monday through Friday from 9 am to 5 pm IST) and outside business hours, 2 hours from the time the notification was made over the phone. Within this time frame a service technician has to start working on removing the emergency and if necessary be at the data centers. The first level support informs the participant within the reaction time frame about the emergency notification by emailing the participant at an email address provided by the participant. If available, a ticket number is included in the email. The first level support covers basic participant equipment support activities such as turning equipment on/off, operating switches, pushing buttons and/ or reading display messages. The first level support is offered for any participant equipment regardless of make or model provided that the participant gives exact instructions on how to execute the tasks. The person executing the tasks has General IT knowledge.
    • The emergency phone numbers or Internet webpages to reach first level support are regularly updated at http://www.mumbaich.com
  2. Services Requiring Appointments

    The participant may have plannable and complex tasks done according to complexity and with prior agreement between the parties during business hours and after business hours by appointment.

  3. General Rules

    Support services are rendered by the partner of MUMBAI CH or the partner’s subcontractors. Support services are limited to the equipment kept in the participant’s rack space and telecommunication infrastructure up to the point of transfer into the MUMBAI CH space (cabling and connections).

    Hands and eyes support of one hour per month are included with the MUMBAI CH for a connection fee. If it becomes evident that more time is needed for the task, MUMBAI CH will contact the respective participant to agree to the payment for the needed service before starting the task unless the type and complexity of the assignment as such is already resulting in work that goes beyond one hour. In this case the current MUMBAI CH price list applies.

  1. First Level Support/ Emergency Numbers
    • MUMBAI CH offers first level support on a 24/7 basis with a reaction period of one hour during business hours (workdays Monday through Friday from 9 am to 5 pm IST) and outside business hours, 2 hours from the time the notification was made over the phone. Within this time frame a service technician has to start working on removing the emergency and if necessary be at the data centers. The first level support informs the participant within the reaction time frame about the emergency notification by emailing the participant at an email address provided by the participant. If available, a ticket number is included in the email. The first level support covers basic participant equipment support activities such as turning equipment on/off, operating switches, pushing buttons and/ or reading display messages. The first level support is offered for any participant equipment regardless of make or model provided that the participant gives exact instructions on how to execute the tasks. The person executing the tasks has General IT knowledge.
    • The emergency phone numbers or Internet webpages to reach first level support are regularly updated at http://www.mumbaich.com
  2. Services Requiring Appointments

    The participant may have plannable and complex tasks done according to complexity and with prior agreement between the parties during business hours and after business hours by appointment.

  3. General Rules

    Support services are rendered by the partner of MUMBAI CH or the partner’s subcontractors. Support services are limited to the equipment kept in the participant’s rack space and telecommunication infrastructure up to the point of transfer into the MUMBAI CH space (cabling and connections).

    Hands and eyes support of one hour per month are included with the MUMBAI CH for a connection fee. If it becomes evident that more time is needed for the task, MUMBAI CH will contact the respective participant to agree to the payment for the needed service before starting the task unless the type and complexity of the assignment as such is already resulting in work that goes beyond one hour. In this case the current MUMBAI CH price list applies.

 

  1. First Level Support/ Emergency Numbers
    • MUMBAI CH offers first level support on a 24/7 basis with a reaction period of one hour during business hours (workdays Monday through Friday from 9 am to 5 pm IST) and outside business hours, 2 hours from the time the notification was made over the phone. Within this time frame a service technician has to start working on removing the emergency and if necessary be at the data centers. The first level support informs the participant within the reaction time frame about the emergency notification by emailing the participant at an email address provided by the participant. If available, a ticket number is included in the email. The first level support covers basic participant equipment support activities such as turning equipment on/off, operating switches, pushing buttons and/ or reading display messages. The first level support is offered for any participant equipment regardless of make or model provided that the participant gives exact instructions on how to execute the tasks. The person executing the tasks has General IT knowledge.
    • The emergency phone numbers or Internet webpages to reach first level support are regularly updated at http://www.mumbaich.com
  2. Services Requiring Appointments

    The participant may have plannable and complex tasks done according to complexity and with prior agreement between the parties during business hours and after business hours by appointment.

  3. General Rules

    Support services are rendered by the partner of MUMBAI CH or the partner’s subcontractors. Support services are limited to the equipment kept in the participant’s rack space and telecommunication infrastructure up to the point of transfer into the MUMBAI CH space (cabling and connections).

    Hands and eyes support of one hour per month are included with the MUMBAI CH for a connection fee. If it becomes evident that more time is needed for the task, MUMBAI CH will contact the respective participant to agree to the payment for the needed service before starting the task unless the type and complexity of the assignment as such is already resulting in work that goes beyond one hour. In this case the current MUMBAI CH price list applies.

  1. First Level Support/ Emergency Numbers
    • MUMBAI CH offers first level support on a 24/7 basis with a reaction period of one hour during business hours (workdays Monday through Friday from 9 am to 5 pm IST) and outside business hours, 2 hours from the time the notification was made over the phone. Within this time frame a service technician has to start working on removing the emergency and if necessary be at the data centers. The first level support informs the participant within the reaction time frame about the emergency notification by emailing the participant at an email address provided by the participant. If available, a ticket number is included in the email. The first level support covers basic participant equipment support activities such as turning equipment on/off, operating switches, pushing buttons and/ or reading display messages. The first level support is offered for any participant equipment regardless of make or model provided that the participant gives exact instructions on how to execute the tasks. The person executing the tasks has General IT knowledge.
    • The emergency phone numbers or Internet webpages to reach first level support are regularly updated at http://www.mumbaich.com
  2. Services Requiring Appointments

    The participant may have plannable and complex tasks done according to complexity and with prior agreement between the parties during business hours and after business hours by appointment.

  3. General Rules

    Support services are rendered by the partner of MUMBAI CH or the partner’s subcontractors. Support services are limited to the equipment kept in the participant’s rack space and telecommunication infrastructure up to the point of transfer into the MUMBAI CH space (cabling and connections).

    Hands and eyes support of one hour per month are included with the MUMBAI CH for a connection fee. If it becomes evident that more time is needed for the task, MUMBAI CH will contact the respective participant to agree to the payment for the needed service before starting the task unless the type and complexity of the assignment as such is already resulting in work that goes beyond one hour. In this case the current MUMBAI CH price list applies.

  1. First Level Support/ Emergency Numbers
    • MUMBAI CH offers first level support on a 24/7 basis with a reaction period of one hour during business hours (workdays Monday through Friday from 9 am to 5 pm IST) and outside business hours, 2 hours from the time the notification was made over the phone. Within this time frame a service technician has to start working on removing the emergency and if necessary be at the data centers. The first level support informs the participant within the reaction time frame about the emergency notification by emailing the participant at an email address provided by the participant. If available, a ticket number is included in the email. The first level support covers basic participant equipment support activities such as turning equipment on/off, operating switches, pushing buttons and/ or reading display messages. The first level support is offered for any participant equipment regardless of make or model provided that the participant gives exact instructions on how to execute the tasks. The person executing the tasks has General IT knowledge.
    • The emergency phone numbers or Internet webpages to reach first level support are regularly updated at http://www.mumbaich.com
  2. Services Requiring Appointments

    The participant may have plannable and complex tasks done according to complexity and with prior agreement between the parties during business hours and after business hours by appointment.

  3. General Rules

    Support services are rendered by the partner of MUMBAI CH or the partner’s subcontractors. Support services are limited to the equipment kept in the participant’s rack space and telecommunication infrastructure up to the point of transfer into the MUMBAI CH space (cabling and connections).

    Hands and eyes support of one hour per month are included with the MUMBAI CH for a connection fee. If it becomes evident that more time is needed for the task, MUMBAI CH will contact the respective participant to agree to the payment for the needed service before starting the task unless the type and complexity of the assignment as such is already resulting in work that goes beyond one hour. In this case the current MUMBAI CH price list applies.

  1. Power

    1.1. MUMBAI CH data centers have the following power supply:

    • AC Voltage: 230V, in compliance with IEC 60038
    • 230V / 32A circuit breaker

    Power is supplied through plug sets with grounded plugs. The point of delivery is the installed plug or plug set. MUMBAI CH is responsible for supplying power up to this point of delivery. The power distribution from the point of delivery is the participant’s responsibility.

    Two separate uninterrupted power supplies (“UPS”) per rack are provided. Each circuit is secured by a circuit breaker for each rack.

    MUMBAI CH measures the availability and quality of the power. Measurement results are saved for at least four weeks.

    1.2. The maximum allowed consumption from a plug or plug set is agreed upon as follows:

    • The power drawn from a plug or plug set may not exceed 70% of the rated capacity of the plug or plug set. For example, the load at a 32A plug set can only be a maximum of 22.4A.
    • If there are several participants connected to one plug or plug set, MUMBAI CH is responsible for maintaining the power distribution specifications which shall be respected by the participants.
    • Compliance with the specifications shall be monitored employing appropriate measures.
  2. Uninterrupted Power Supply

    2.1. Each power supply has a 230V AC UPS.

    2.2. A diesel generator is in place that secures power for a certain amount of time independent of the public utility. Enough fuel is kept in store to power the generators for 24 hours.

  3. Air Conditioning

    3.1. The data centers in which MUMBAI CH and/ or participant equipment is connected is equipped with air conditioning.

    The temperature is kept between 20°C and 24oC (22±2°C).

    • The air humidity is between 40% und 50%.

    3.2. The temperature/ heat emission is measured by the operator of the data centers at its own measurement points. The measurements taken by the data centers operator are decisive for the availability. Moreover, the participant agrees to immediately inform MUMBAI CH of temperature increases measured by the participant himself if the values exceed the maximum allowed values or if there is a threat thereof.

    3.3. Areas containing equipment set up by the participants themselves are equipped with air conditioning with n+1 redundant systems.

  4. Fire Security

    4.1. The data centers are equipped with automated VESDA (very early smoke detection alarm) systems and fire extinguishing systems that run on gas for the initial firefighting.

    4.2. Fire alarms are sent directly to the local central fire alarm system which then takes the appropriate measures for firefighting.

    4.3. Certain areas of the data centers are equipped with fire resistant doors which prevent the fire from spreading to other areas of the data centers for a certain amount of time.

    4.4. The data centers are equipped with gas-based fire suppression systems.

  5. Security/ Video Surveillance

    5.1. The MUMBAI CH data centers are protected by electronic security systems 24/7.

    5.2. The data centers have video surveillance outside as well as in parts of the inside areas. The information is saved by the respective data centers operator in compliance with their security guidelines which can be examined at the respective data centers.

    5.3. Access is only granted with prior authorization by the participant. Each access is logged in writing and by video in the areas with video surveillance.

  6. Access

    6.1. The MUMBAI CH data centers are accessible for participants connected to MUMBAI CH and using MUMBAI CH collocation service at the respective location every day of the week 24 hours a day. Participants, how-ever, must comply with the access and identification procedures and limitations set by the individual data centers operator which are specified in special parts B and C.

    6.2. In emergency cases, police, ambulance and medical treatment personnel as well as firefighting personnel are granted access to the data centers.

    6.3. Delivery and pick-up of equipment must be previously coordinated and confirmation emails to be taken from MUMBAI CH.

  7. Floor

    The data centers have a double floor with a weight load capacity of 750 kg/m2.

  8. Maintenance

    Maintenance on the technical infrastructure of the data centers (especially power supply and air conditioning) is duly carried out according to the guidelines of the respective data centers.

Out of Band access (“OOB”) to the rack space and the participant’s equipment connected to the MUMBAI CH infrastructure in the data centers is to be procured by the participant through telnet, SSH or dialup by a designated terminal server at the respective location. An access is set up on the terminal server for each participant.

  1. Cabling
    • The cabling and cable infrastructure outside the rack from the patch panel onward is done by MUMBAI CH. This also applies if the participant uses several racks. The structured cabling is done in accordance with industrial standards. However advance permissions are required for any wiring to be done.
    • Cabling between participants is carried out exclusively by MUMBAI CH.
    • The participant is exclusively responsible for the cabling of his equipment within the respective rack. The participant is required to reduce cabling to a minimum to prevent an impact on other participants within the rack. If there is a doubt, MUMBAI CH must be asked for approval.
  2. Port Specifications/ Participant Requirements

    The participant may choose from ports with bandwidths and interfaces as follows:
    Bandwidth Interface

    • 1000 1000-T Copper (Preferred)
    • 1000 1000BaseSX multi-mode, 850 nm [approval required]
    • 10000 10GBase-LR single-mode, 1310 nm [approval required]
    • 10000 10GBase-ER single-mode, 1550 nm [approval required]

    The multi-mode cabling is done with 50/125µ-fibers; the single-mode cabling is done with 9/125µ-fibers.

    Up to four ports of the same bandwidth can be combined into a logical port by port channeling. The bundling is done statically or through LACP.

    A channel, consequently a port, is active when a link per channel is active. Per participant request, MUMBAI CH can expand its service to include several active links per channel. This, however, requires a separate written agreement between the participant and MUMBAI CH. The preliminary specification of the number of active links per channel (without specific agreement =1) governs the services provided by MUMBAI CH and the corresponding crediting regulation.

  3. Peering

    Packet loss on the MUMBAI CH platform is supposed to be below .05% on a daily average (24 hours) unless the port is working above an average load for up to 5 minutes respectively with either incoming or outgoing traffic. The one way packet delay is supposed to be under .5ms for up to 97.5% of the packets. The jitter value (packet delay variation) is supposed to be between -0.1 and +0.1 ms for 97.5% of the packets. . A measurement is taken at every switch and there for each switch at one of the ports set up by MUMBAI CH which is configured like a participant port. Only the measurements taken from this port are applicable for testing the above named criteria. The values gained from the measuring equipment are made available to customers online.

  4. Participant Requirements

    Since the ports/ channels/ peerings are monitored by the participant and the participant’s connected equipment, the participant is required to immediately inform MUMBAI CH of disturbances of service quality or defects. Should there be disturbances present that do not impact the contractual availability of the port, MUMBAI CH can offer support in diagnosing and finding the fault. An example would be to carry out continuous pings or a traffic analysis.

  • The load (in or out) on the port/ports used by the participant may not exceed the following values for each port in more than 240h/month:
  • Gigabit Ethernet (1000Mbit) 80%
  • Fractional 10Gigabit Ethernet (2500Mbit) 90%
  • 10Gigabit Ethernet (10000Mbit) 90%
  • If the load (in or out) exceeds the afor mentioned value in more than 240h/month, MUMBAI CH is entitled to charge an overload fee for the current month. The overload fee is equal to the cost of an additional port of the highest speed reserved by the participant.
  • The load on the ports used by the participants is measured accordingly by MUMBAI CH.
  • Regardless of the possibility of the overload fee being charged, the following applies: If the load on one or more ports (channeling) used by the participant reaches or exceeds the maximum allowed value within a period of two consecutive months or within three months in a period of six months, MUMBAI CH notifies the participant and asks him for the sake of maintaining quality to either decrease the load in mutual agreement with MUMBAI CH, or to order another port. Should the load value not fall under the maximum allowed value within the month following the notification, the participant agrees to add another port at MUMBAI CH at the terms and conditions valid at that time. Should the entire traffic from all the ports used by the participant fall under the maximum allowed value after the addition of the additional port and within the above named time periods that the maximum values are not exceeded, the participant may cancel the additional port at the end of the month with a cancellation period of one month.
  1. Service Definition/ Participant Requirements/ Loss of Credit

    The route server service is available as soon as there is a stable BGP session between the customer router and one of the MUMBAI CH route servers. For the purpose of error detection, each participant is required to maintain peering with the route servers at least transmitting the routes to the server (collector’s session). The export to other peering participants is therefore not necessary. Each participant shall immediately notify MUMBAI CH of any error or output loss pertaining to the route server functionality that has come to his attention. If the participant fails to do so, unless MUMBAI CH is aware of the issue, the participant may not make any claims against MUMBAI CH, and in particular, no credits will be issued for that event.

     

  2. Route Server Configuration Information

    Route server services include AS-path filtering as well as prefix filtering according to the peering macro defined by the customer. Outgoing routing information may be controlled on a peer and prefix basis. Details of the technical implementation may be found on the MUMBAI CH portal.