1. So You Have Assigned the SLA, Now What? Dave McGaugh Network Architecture, PNWGP Quilt Fiber Workshop - 13/Oct/2006 St Louis, MO

2. Assigned SLAs No SLAs are assigned to IP customers Standard escalation procedures for NOC  Level 1: NOC Technician  Level 2: NOC Engineer  Level 3: Network Engineer  Level 4: Network Architect NOC is 24x7x365  16 hours/day staffed by NOC Technicians and Engineers  8 hours/day staffed by Computer Operations, Call Center staff

3. Network Measurement All IP endpoints are ping probed SNMP interface status (ifOperStatus) polled in some places BGP neighbor state transitions tracked and events are sent to e-mail list Interface counters and netflow data used for billing RRDtool used for trending data Currently in process of building in-house network monitoring system from scratch

4. Equipment Configurations All devices are deployed with non-redundant supervisor/route processors  Exception is Seattle Pwave switch which has dual- supervisor engines  May reevaluate this as failover and software upgrade technologies continue to mature Dual power supplies always used when available  Westin POP is primarily a DC environment

5. Equipment Sparing All equipment is 8x5xNBD Spares for all LRUs, in some cases including spare chassis  Seattle: Local  Portland: Remote (Seattle)  Fairbanks: Local  Spokane: Local  Tri-Cities: Remote (Seattle) Future: may be evaluate whether same-day maintenance makes sense in certain circumstances

6. Distributed Operations Pacific Wave  UW acts as front-end NOC  Joint Engineering and Architecture  Engineering staff from PNWGP, CENIC, and USC  Hand and eyes provided based on site location  Seattle: PNWGP  Bay Area: CENIC  Los Angeles: CENIC