BT Connect IP Connect Global Product Definition Dec15

INTERNAL
Product Definition
IP Connect Global
Product Manager Anne-Gaelle Santos

Launch Date Ready for Sales / Service - November 2011
Authorisation for Launch VPN Product Line Forum

Date:
Names:
Product Manager Anne-Gaelle Santos
Page 1
Release 1.5d Issue 3.1
Date of issue: December 2015
Team or Product line: VPN
Owner of Document: IPCG productline
Queries: see contact list on ts.aspx" https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_global/pages/contacts.aspx
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CONTENTS
1 Introduction .................................................................................................................................................. 7
1.1 Product Definition Template ......................................................................................................................... 7
2 Governance ................................................................................................................................................... 8
3 Product Description ....................................................................................................................................... 9
3.1 Product Details .............................................................................................................................................. 9
3.1.1 Fixed Access .......................................................................................................................................... 9
3.1.2 Routing and IP Layer Resilience........................................................................................................... 50
3.1.3 High level physical network architecture ............................................................................................ 61
3.1.4 Class of Service .................................................................................................................................... 64
3.1.5 VPN Connections ................................................................................................................................. 91
3.1.6 Customer Premise Equipment ............................................................................................................ 98
3.2 Other Standard Features ........................................................................................................................... 102
3.2.1 IP Connect – Intelligence seeding ..................................................................................................... 102
3.3 Compatibility Matrixes .............................................................................................................................. 103
3.4 Product Dependencies ............................................................................................................................. 106
3.5 Conformance to Standards ....................................................................................................................... 106
3.6 Product Options ........................................................................................................................................ 106
3.6.1 Global Options................................................................................................................................... 106
3.6.2 Country/Regional Options ................................................................................................................. 109
3.7 Product Variants........................................................................................................................................ 109
3.7.1 Global Variants .................................................................................................................................. 109
3.7.2 Country/Regional Variants ................................................................................................................ 109
3.8 Roadmap ................................................................................................................................................... 111
4 Service Description .....................................................................................................................................112
4.1 Service Elements ....................................................................................................................................... 112
4.1.1 CPE .................................................................................................................................................... 112
4.1.2 Access ................................................................................................................................................ 113
4.1.3 Network............................................................................................................................................. 114
4.1.4 CE Change Management ................................................................................................................... 114
4.2 Service Options ......................................................................................................................................... 115
4.2.1 Global Options................................................................................................................................... 115
4.2.2 Country/Regional Options ................................................................................................................. 119
4.3 Service Variants ......................................................................................................................................... 119
4.3.1 Global Variants .................................................................................................................................. 119
4.3.2 Country/Regional Variants ................................................................................................................ 120
4.4 Service Locations ....................................................................................................................................... 120
4.4.1 Monitoring ........................................................................................................................................ 120
4.4.2 1st Line Support ................................................................................................................................. 122
4.4.3 2nd Line Support................................................................................................................................. 123
4.4.4 3rd Line Support ................................................................................................................................. 123
4.4.5 Vendor TAC Support .......................................................................................................................... 123
4.4.6 Break/Fix ........................................................................................................................................... 123
4.5 Service Operations .................................................................................................................................... 123
4.5.1 Incident Management ....................................................................................................................... 123
4.5.2 Problem Management ...................................................................................................................... 124
4.6 Generic Product Service Design ................................................................................................................ 124
5 Technical Composition and Vendors ...........................................................................................................125
5.1 Core network............................................................................................................................................. 125
5.2 CPE ............................................................................................................................................................ 125
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6 Design and Specification .............................................................................................................................126

6.1 Designer Skills and Accreditation .............................................................................................................. 126
6.2 Design Tools .............................................................................................................................................. 126
6.2.1 Network Design Studio ...................................................................................................................... 126
6.3 Inventory Tools.......................................................................................................................................... 126
6.3.1 CIVT ................................................................................................................................................... 126
6.3.2 Genie ................................................................................................................................................. 126
6.3.3 Inventory Cost Monitor Tool ............................................................................................................. 126
6.3.4 Chameleon: ....................................................................................................................................... 127
6.3.5 Unisys CPE database: ........................................................................................................................ 127
6.3.6 Capman (port availability): ................................................................................................................ 127
6.4 Frequent Designs, Rules and Recommendations ...................................................................................... 127
6.4.1 Design patterns ................................................................................................................................. 127
6.4.2 Rules and Recommendations ............................................................................................................ 127
6.5 Non-Standard Features ............................................................................................................................. 127
6.5.1 Typical Non-Standard requests ......................................................................................................... 127
6.5.2 Rejected Non-Standard requests ...................................................................................................... 128
6.6 Non-Standard Service................................................................................................................................ 128
6.6.1 Non-Standard Service Design requests ............................................................................................. 128
6.6.2 Bespoke Service Design ..................................................................................................................... 128
6.7 Solution Design Assurance ........................................................................................................................ 128
6.8 Specification for Order .............................................................................................................................. 128
7 Usage Scenarios ..........................................................................................................................................129
7.1 New Installs ............................................................................................................................................... 129
7.1.1 Possible reuse of Inhouse cabling complications .............................................................................. 129
7.2 Migrations ................................................................................................................................................. 129
7.2.1 n-1 E1 to n*E1 FRF16.1 migration ..................................................................................................... 129
7.2.2 Load sharing / balancing ................................................................................................................... 129
7.2.3 Single to Secure migration on Ethernet ............................................................................................ 129
7.2.4 Upgrade CPE to support data/k9 feature pack ................................................................................. 130
8 Order and Delivery .....................................................................................................................................131
9 Service Level and Performance ...................................................................................................................132
9.1 Performance Targets ................................................................................................................................. 132
9.2 Service Level Agreements ......................................................................................................................... 133
9.2.1 Limitations and Conditions ................................................................................................................ 135
9.2.2 On Time Delivery ............................................................................................................................... 135
9.2.3 Service Availability (“Availability”) .................................................................................................... 136
9.2.4 Restoration Targets for Severity 1 Incidents ..................................................................................... 137
9.2.5 Resiliency Repair ............................................................................................................................... 139
9.2.6 Network Performance ....................................................................................................................... 139
9.2.7 Round Trip Delay ............................................................................................................................... 142
9.2.8 Jitter .................................................................................................................................................. 146
9.2.9 CE to CE (Site to Site) SLA for Round Trip Delay (RTD) and Jitter ...................................................... 148
10 Service Reporting .......................................................................................................................................150
10.1 Overview ................................................................................................................................................... 150
10.1.1 Reporting packages ........................................................................................................................... 150
10.2 Network Performance Reports ................................................................................................................. 150
10.2.1 VPN Reports ...................................................................................................................................... 151
10.2.2 Core Network Summary Reports ...................................................................................................... 154
10.2.3 DSL Performance Reports & SLA’s..................................................................................................... 154
10.2.4 SMARTS Polling and Capability Matrix .............................................................................................. 154
10.3 Service Management Reports ................................................................................................................... 156
11 Commercial and Pricing Model ...................................................................................................................157
11.1 BT IP Connect Global Provide charges ...................................................................................................... 157
11.2 IP Connect Global commercial elements .................................................................................................. 159
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11.2.1 Access Pricing .................................................................................................................................... 159

11.2.2 Port Pricing including Class of Service (excluding DSL) ..................................................................... 159
11.2.3 DSL Port Pricing ................................................................................................................................. 160
11.2.4 Access Pricing for DSL ........................................................................................................................ 160
11.2.5 DSL Port and Access Pricingfor service ordered via eDCA................................................................. 160
11.2.6 Secure Pricing .................................................................................................................................... 160
11.2.7 Secure+ Pricing .................................................................................................................................. 160
11.2.8 Additional Customer VPNs on Leased Line or Ethernet .................................................................... 160
11.2.9 DSL Local Loop Access ....................................................................................................................... 160
11.2.10 hVPN pricing ...................................................................................................................................... 160
11.2.11 Seamless UK pricing .......................................................................................................................... 161
11.2.12 Install / De-Install .............................................................................................................................. 161
11.2.13 Reconfiguration and Upgrade Policy ................................................................................................. 161
11.2.14 Exceptions ......................................................................................................................................... 162
11.2.15 Access Circuit Reconfiguration and Upgrade Policy .......................................................................... 162
11.2.16 Port Circuit Reconfiguration and Upgrade Policy .............................................................................. 162
11.2.17 Class of Service Reconfiguration and Upgrade Policy ....................................................................... 162
11.2.18 CPE Reconfiguration and Upgrade Policy .......................................................................................... 163
11.2.19 Other Reconfiguration Charges ......................................................................................................... 163
11.3 Pricing Tool ................................................................................................................................................ 163
11.4 Billing ......................................................................................................................................................... 163
11.4.1 End-Customer Billing for Direct BT Channels .................................................................................... 163
11.4.2 Billing Criterion .................................................................................................................................. 163
11.4.3 Indirect channel billing ...................................................................................................................... 164
12 Terms and Conditions .................................................................................................................................165
Change history...................................................................................................................................................166
13 Annexes ......................................................................................................................................................167
13.1 Useful Links ............................................................................................................................................... 167
13.2 References................................................................................................................................................. 167
14 Abbreviations and Definitions ....................................................................................................................168
15 Contacts List ...............................................................................................................................................169
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INDEX of FIGURES
Figure 1: Overview of IP Connect Global Access Architecture ................................................................................... 10
Figure 2 - Leased Line Access ..................................................................................................................................... 11
Figure 3: Private DSL Access ....................................................................................................................................... 11
Figure 4 - Public DSL Access ....................................................................................................................................... 12
Figure 5 - Ethernet Access .......................................................................................................................................... 13
Figure 6: Port on the PE router .................................................................................................................................. 14
Figure 7: n x E1/T1 Network Topology using FRF16.1 ................................................................................................ 17
Figure 8: IP DSL Access High Level Design .................................................................................................................. 21
Figure 9 - Public IP DSL Supply ................................................................................................................................... 22
Figure 10: Managed CPE Service Demarcation .......................................................................................................... 23
Figure 11: Customer Managed CPE Service Demarcation .......................................................................................... 23
Figure 12: HVPN Network Architecture ..................................................................................................................... 34
Figure 13: Standard Access ........................................................................................................................................ 40
Figure 14: DSL Access Backup .................................................................................................................................... 42
Figure 15: hVPN Access Backup................................................................................................................................. 42
Figure 16: Secure Access ............................................................................................................................................ 43
Figure 17: Secure+ Access .......................................................................................................................................... 44
Figure 22: Failover Port .............................................................................................................................................. 47
Figure 18: Standard Routing Support for BT Managed CPE ....................................................................................... 52
Figure 19: CE router as default Gateway (not recommended!) ................................................................................. 52
Figure 20: Default Route Support .............................................................................................................................. 53
Figure 21: Multiple Default Routes ............................................................................................................................ 54
Figure 22: Multiple Default Routes under Failure ...................................................................................................... 55
Figure 23– Multiple Default Routes across both Network Platforms ........................................................................ 56
Figure 24: Multiple Specific Routes ............................................................................................................................ 58
Figure 25 : Multiple Explicit Routes under Failure ..................................................................................................... 59
Figure 26– Multiple Specific Routes across both Network Platforms ........................................................................ 60
Figure 49: MPLS Networks ......................................................................................................................................... 62
Figure 27. DSCP Field within IP version 4 Header ...................................................................................................... 65
Figure 28. Differentiated Services Code Points – Assured Forwarding 3 ................................................................... 67
Figure 31 Quality of Service Mechanisms .................................................................................................................. 75
Figure 32 CE Classification and Policing ..................................................................................................................... 76
Figure 33. MPLS Label Imposition – EXP Field ............................................................................................................ 79
Figure 34. Core LLQ Implementation ......................................................................................................................... 80
Figure 35. Core AF Queue WRED Implementation ..................................................................................................... 80
Figure 36: WRED Drop Action .................................................................................................................................... 81
Figure 37: Scheduling Bandwidths for the standard option ....................................................................................... 82
Figure 38: Scheduling Bandwidths for the advanced DCA option .............................................................................. 82
Figure 39: Scheduling Bandwidths for the expert option........................................................................................... 84
Figure 40 Weighted RED............................................................................................................................................. 85
Figure 41: CoS Policy per Access ................................................................................................................................ 87
Figure 42: CoS Policy per Connection ......................................................................................................................... 88
Figure 43: Multiple VPN Service Feature.................................................................................................................... 92
Figure 44: VLAN Presentation for Multiple VPN Site .................................................................................................. 94
Figure 45: Shared Access with 2 customers in an extranet configuration ................................................................. 95
Figure 46: Application hosting using Shared Access ................................................................................................. 96
Figure 47: CPE LANs.................................................................................................................................................. 100
Figure 48: VLAN support on CPE .............................................................................................................................. 101
Figure 49: IP Connect Global Managed CPE Service Components for Fixed Access Sites ........................................ 107
Figure 50: IP Connect Global Customer Managed CPE Service Components .......................................................... 108
Figure 50: Explanation of SLA Year ........................................................................................................................... 136
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INDEX of TABLES
Table 1: Available access and port speeds for n x 64K ............................................................................................... 15
Table 2: Available access and port speeds for T1 ....................................................................................................... 15
Table 3: Available access and port speeds for E1 ....................................................................................................... 16
Table 4: Available Access and Port Speeds for n x T1 and n x E1 ............................................................................... 16
Table 5: Available Access and Port Speeds for E3 and T3 .......................................................................................... 18
Table 6: Available Access and Port Speeds for STM-1 / OC-3 .................................................................................... 18
Table 7: DLCI Values ................................................................................................................................................... 18
Table 8: DSL Access Packages ..................................................................................................................................... 19
Table 9: Summary of WBC Products for Ip Connect Global at a glance ..................................................................... 26
Table 10: Ethernet Access variants ............................................................................................................................ 30
Table 11: Available Access and Port speeds for Ethernet .......................................................................................... 32
Table 14: Supported Access Types ............................................................................................................................. 46
Table 12: Available Access resiliency options ............................................................................................................ 48
Table 12: Extra AF Scheduling Bandwidth (for Multi-media) Design Rules ................................................................ 84
Table 14: Service Offering Customer Order Matrix .................................................................................................... 86
Table 15: mVPN with CPA and CPpC options ............................................................................................................. 89
Table 16: mVPN with CPA .......................................................................................................................................... 89
Table 17: Customer Managed CPE VPN Limits ........................................................................................................... 92
Table 18: Multiple VPN Connection Limits for AF/DE Class Traffic Sites .................................................................... 93
Table 19: Multiple VPN Connection Limits for Sites Requiring EF Traffic................................................................... 93
Table 20: BT Certified CPE models for Ethernet and Direct Leased Line ................................................................... 98
Table 21: BT Certified CPE models for DSL & HVPN access ....................................................................................... 98
Table 26 Bundled CPE Maintenance Options .................................................................Error! Bookmark not defined.
Table 25 Proactive Monitoring ticketing rules ......................................................................................................... 121
Table 29 Preventative Monitoring ticketing rules .................................................................................................... 122
Table 25: Customer Service Performance Targets ................................................................................................... 133
Table 32: SLA for Installation and Availabilty ........................................................................................................... 134
Table 33: Performance SLAs ..................................................................................................................................... 134
Table 34: SLA categorisation .................................................................................................................................... 137
Table 34: Restore Targets for Leased Line and Ethernet Access .............................................................................. 137
Table 36: Country bands for restore time targets .................................................................................................... 138
Table 37: DSL Severity 1 restore time objectives ..................................................................................................... 138
Table 33: Resiliency restore targets ......................................................................................................................... 139
Table 34: Network performance SLA metrics per CoS ............................................................................................. 140
Table 40: SLA Zones and GpoP Countries ................................................................................................................. 141
Table 41: Updated Zonal Round Trip Delay SLA Targets ......................................................................................... 143
Table 42: Service Credit on Round Trip Delay SLA ................................................................................................... 144
Table 43: Packet Delivery SLA for the Zones ............................................................................................................ 145
Table 44: Service Credit on Packet Delivery SLA ...................................................................................................... 145
Table 45: Jitter SLA for the Zones ............................................................................................................................. 147
Table 46: Service Credit on IP Connect Global Jitter SLA ......................................................................................... 147
Table 30: DSL Reports .............................................................................................................................................. 154
Table 31: Service Management Reports .................................................................................................................. 156
Table 47: Pricing Components for IP Connect global provides ................................................................................ 159
Table 48: Customer reconfiguration summary ........................................................................................................ 162
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1 Introduction
1.1 Product Definition Template
The purpose of this document is to provide a clear description of the IP Connect global product and service
including how the product and service can be ordered, delivered, maintained, supported and the customer billed.
It is the single source for all product information and will provide the location and source for more detailed
descriptions. This description is a living document and will be updated as the product moves through development
and launch phases for new features.
The audience for this Product Definition is Sales, Marketing, Customer Service, and Operations teams. It is
intended for internal and accredited partner use only. This document should NOT be given to customers. Customer
facing documents are available from the IP Connect global web site or Partner portal.
For Direct channels:

https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_global/pages/coverage.aspx
For Indirect channels: http://www.btalliances.com/
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2 Governance
This document adheres to BT Global Services Governance, all Sections that are mandatory for the “Development
and Launch” and “Launch” stages have been completed.
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3 Product Description
IP Connect global is a private IP VPN (Virtual Private Network), combining the flexibility of intelligent any-to-any
connectivity, as found on the PSTN or the Internet, with the reliability, quality and security delivered by other
private network services. It offers differentiated performance levels and prioritisation of delay and non-delay
sensitive traffic as well as voice and other ICT applications – all on a single global network. The ability to provide
a solution for customers to allow convergence of their applications onto a single VPN, is through the differentiated
Class of Service model available on IP Connect global. MPLS VPN technology allows multiple end customers to
securely transport applications within their VPN, a VPN that is provided on BT’s shared MPLS infrastructure. The
use of MPLS VPN technology to separate customer’s traffic into unique VPNs allows the IP Connect Global service
to support both registered (RIPE) public IP addressing as well as private IP addressing schemes. It is the
responsibility of the customer to ensure that no duplication of IP addressing occurs within a VPN. The IP Connect
global service does not support Network Address Translation (NAT).
DSCP (short for Differentiated Services Code Point) describes the methodology of defining the Class markings of
Customers’ IP traffic. DSCP is the de facto industry standard of assigning such markings—used to differentiate
Voice or prioritised data traffic from the Customer’s default traffic. 1
The DSCP development BT have undertaken seeks to provide the best implementation of the DSCP CoS model (as
defined by various RFC documents on the IETF web site) yet produced by a Carrier. It presents a feature–rich and
highly capable set of CoS–related functionality to those Customers who need a high degree of sophistication from
their IP VPN service. Importantly, it is also very easy to order simpler configurations of CoS as the more complex
service features available are only revealed if actually required by the Customer.
In developing the CoS model in this way, BT has not only provided a class leading CoS feature set for Customers
with advanced needs but also introduced a highly attractive upgrade path for those Customers whose need for
technical sophistication will grow in the future.
BT’s implementation of this DSCP model provides the following features enhancements compared to previous
Class of Service implementations from BT.
 ability to configure up to six discrete classes of service across an access

 finer granularity of orderable CoS bandwidths
 facility to carry a Customer’s own CoS Markings transparently across the BT service
The service surround supporting the IP Connect global service aligns with the broader IP VPN portfolio in that the
reports, Service Level Agreements (SLAs) are common across the portfolio. The Global Services Portal provides a
web based portal for customers to access their specific utilisation reports as well as the latest fault and order
tracking information.
3.1 Product Details

3.1.1 Fixed Access
One of the benefits of an MPLS VPN is the flexibility of access types and speeds that can be supported. This offers
many options for customers with requirements that range from highly resilient, large bandwidth connections to
data centres to low bandwidth and cost connections to remote branch sites.
IP Connect Global provides a broad range of standardised access speeds and interface types. However total
ubiquity of access is not possible as access availability differs per country. The definitive list of available access
1 The 3CoS model uses an IP Precedence based marking scheme which is proprietary to BT.
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types and speeds in each Country will be presented to the user in SQE. Please note, VSAT access is only available
via special bid.
Figure 1: Overview of IP Connect Global Access Architecture

Access types
The IP Connect Global service supports the following access types:
“Leased Line” - This is access from the customer site to a IP Connect Global Global Point of Presence (GPoP), which
houses the IP Connect Global PE. This includes the following variants:
Direct Leased line from customer site to MPLS PoP (including long line access which is based upon an IPLCs
[International Private Leased Circuit] between the customer premises and an MPLS PoP in another country)
Leased Line via APoP (Access Point of Presence) and then to the MPLS PoP. APoPs are points of presence, on the
access network, where IP Connect Global uses clear channel bandwidth to backhaul traffic to a physical IP Connect
Global GPoP.
RV – Need to understand what is APoP via diagram
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APoP (where Dedicated

appropriate) Interface
Backhaul
Network
Customer
VPN
NTU Last Mile
CE Access BT MPLS PE
APoP (where Channelised

appropriate) Interface
Backhaul
Network
Customer
Last Mile VPN
NTU
CE Access
BT MPLS PE
Figure 2 - Leased Line Access
Figure 2 shows the high level overview of leased line access. This can either be delivered as a dedicated point-to-
point circuit with dedicated interfaces on both CE and PE or via a channelised interface at the PE. The channelised
interfaces provides scalability for lower speed circuits in that it allows multiple leased lines to be aggregated into
a higher speed channelised interface. The ability to recognise discrete customers over this channelised interface
is via the use of sub-interfaces on the PE e.g. an E1 channel within an E3 channelised interface is standardised
within the framing of an E3 circuit and is supported by a unique sub-interface on the PE E3 interface.
APoP’s provide a commercial discounting of the backhaul costs of the access but this does not change the
fundamental technical design of the leased line access.
Private DSL to an MPLS PE – DSL access from the customer site to a IP Connect Global Global Point of Presence
(GPoP).
Copper DSL Private DSL

Circuit Interconnect
Backhaul Customer
NTU/Modem VPN
CPE DSLAM BT MPLS
Node
Figure 3: Private DSL Access
Figure 3 shows the private DSL access from the customer site to a IP Connect Global GPoP. This access mechanism
uses an in-country DSL provider to supply their wholesale DSL offer to BT. The solution is based around a BT
dedicated interconnect. It should be noted that the interconnect is always a local interconnect in that this will
support in-country DSL offers and not cross-border capabilities.
Public DSL to an MPLS PE – DSL access from the customer site to a IP Connect Global Global Point of Presence
(GPoP) via the internet.
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In-Country Internet BT PoP
Copper
Circuit Internet
DSL Customer
VPN
NTU/Modem
CPE DSLAM BT MPLS
Node/IP Sec
Gateway
Point to Point IP Sec Tunnel
Figure 4 - Public DSL Access
Figure 4 shows the high level design for public DSL access. For security purposes it is necessary to deploy an IP
Sec tunnel between the customer site and the IP Sec Gateway in the BT PoP. This provides a point-to-point tunnel
that ensures customers can send business traffic without fear of any security breaches. The IP Sec gateways are
regional and therefore not in the same country as the local DSL access. This solution is only available as a BT
managed service as it is not operationally possible to support an IP Sec tunnel between two operational teams
without risk of mis-configuration which would compromise the security of the solution.
Basic DSL which is a a type of DSL service with fixed CoS settings and CPE that may not be changed.
Ethernet access
Premium 10M, 100M or 1G Ethernet access is provided in selected Countries on a city basis and provides high
quality access which is significantly more cost effective than traditional leased line. Ethernet access also has the
benefit of significantly reducing CPE costs for higher speed access as the in-built Ethernet ports on CE routers can
be used instead of costly SDH based interfaces.
Premium Ethernet Access, is based on a dedicated fibre and/or SDH link between the customer premises and the
IP Connect Global PoP, giving the highest availability and no contention. ‘Standard’ and ‘Plus’ versions of Ethernet
Access are contended Ethernet access services that offer lower price points for higher speed accessand increase
the geographic reach.
The following diagram illustrates Premium Ethernet Access:
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Figure 5 - Ethernet Access
As can be seen in
Figure 5, there are 2 different designs for Point to Point Premium Ethernet access:
 Dedicated interfaces on PE are supported for 100M and 1G access circuits.

 A Switch is used to aggregate dedicated 10M Ethernet access circuits into a 1G interface at the IP Connect
Global PE. Customers are uniquely identified on VLAN (Virtual LAN) interfaces at the PE to ensure segregation
of customers into their respective VPNs.
When Point to Aggregated Ethernet access is used, the Access supplier provide the device to aggregated customer
traffic into a single 1G (sometimes 100M) interface on the IP Connect Global PE.
For additional information on Resilient Ethernet connections please see the Resilient Ethernet Briefing in the IP
Connect Global Library
Hybrid VPN Access
Hybrid VPN (HVPN) is designed to provide ubiquitous, low cost access for BT’s IP Connect global service, via either
BT provided, or customer provided Internet lines.
HVPN uses IPSec security over the public Internet to safely carry the customer’s traffic between their branch office
and one of BT’s 12 global gateways, where it moves onto the IP Connect Global network.
By using the public Internet, BT not only reduces the cost of the access portion of the overall deal, but also
significantly increases the number of countries where we can provide a competitively priced alternative to leased
lines.
Reach In NNI which is a private, in-country IP-based VPN service delivered over a third party network that extends
the reach of the Customer’s MPLS network.
VSAT which is satellite access which is available as access to the IP Conect Global network via special bid
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Port
The port is the point on the BT network, where the access circuit interfaces with the core IP Connect Global
network. Depending on the access type and speed of access, the customer port is always uniquely identified as
either a dedicated interface on the PE or as a sub-interface or VLAN on the PE.
The port provides an important element of the commercial IP Connect Global offer in that it supports the ordered
throughput (with associated Class of Service) and is therefore one of the major pricing elements of the service.
Port on
Dedicated
Interface Customer
VPN
Customer
Access VPN
BT MPLS PE Customer
VPN
Port on
Channelised
Interface
Customer
VPN
Customer
Access VPN
BT MPLS PE Customer
VPN
Figure 6: Port on the PE router
It is the port speed that dictates how much of the access line bandwidth is used in accessing the IP Connect Global
network. If the access type allows, the customer may elect to take an access circuit greater than the port speed to
allow simpler upgrading of their service later. In these cases, the maximum accepted traffic by the IP Connect
Global network would be the ordered port rate. BT will still charge for the full access circuit speed as per current
pricing policy. Such customers may at a later date request a simple upgrade of their Class of Service and/or port
without the need for access circuit cease and re-provide.
The port speed reflects the maximum bandwidth available to a customer site irrespective of the access circuit
speed provided. The port speed takes into account any access circuit framing and can therefore be a lower speed
than the physical access circuit line rate.
The ordered port speed is policed at the CPE (Managed CPE option) or the PE (Customer Managed CPE option), or
in some cases, both CPE and PE. The port speed cannot exceed the access circuit speed.
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Leased Line Access
The following options are available (either direct to MPLS PoP or via APoP)
 n x 64 Kbps – with fixed port speed (at full access rate)

 T1 – with variable port speed from 56 Kbps to 1536 Kbps
 E1 – with variable port speed from 64 Kbps to 1984 Kbps
 n x E1/T1 – with fixed port speed (at full access rates, up to n=4 using FRF16.1 bundling)
 E3 – with variable port speeds from 4 Mbps to 34 Mbps
 T3 – with variable port speeds from 4 Mbps to 45 Mbps
 STM-1 / OC3 – with variable port speeds from 30 Mbps to 147 Mbps
Not all speeds are available at all locations. Variations are due to the availability of access lines at the appropriate
speeds, and the access type. Please refer to the Sales Catalogue for the latest availability of leased line speeds to
each IP Connect Global PoP and typical lead times.
Note: In the US and Saudi Arabia, the Network Terminating Equipment (NTE) is sold separately from the access
circuit. Customers who choose not to take a BT Managed router may need to order NTE themselves as this is not
supplied by BT.
3.1.1.3.1 n x 64 Kbps
Speeds available are as follows:
Port Speed Available

Access Type Access Speeds (Kbps)
(Kbps)
n x 64 Kbps 64 64
128 128
256 256
384 384
512 512
768 768
1024 1024
1536 1536
Table 1: Available access and port speeds for n x 64K
Note that N x 64Kbps is not available with CPpC in the UK. Only CPA is available in the UK
3.1.1.3.2 T1
Available speeds for T1 are as follows:
Access Type Access Speeds (Kbps) Port Speed Available (Kbps)

T1 1536 64, 128, 256, 384, 512, 768, 1024, 1536
Table 2: Available access and port speeds for T1
In the US, all sub-T1 speeds are supplied by a T1 access line. The customer is charged for the full T1 access circuit
however only the port speed that is actually ordered.
The customer may elect to take an access circuit greater than the port speed to allow simpler upgrading of their
service later. This is achieved by configuration of the CSU/DSU.
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T1 is not supported in the UK.
3.1.1.3.3 E1
Available speeds for E1 are as follows:
Access Type Access Speeds (Kbps) Port Speed available (Kbps)

E1 (G.703 or G.704) 2048 64, 128, 256, 384, 512, 768, 1024, 1536, 1984
Table 3: Available access and port speeds for E1
Direct Access to IP Connect Global at 2 Mbps has now standardised as 2048 Kbps G.703 therefore V.35 or X.21 are
no longer available. Note the special case of France where it is possible to have 1920 Kbps/X24 as a dedicated
access type although 2048 Kbps/G703 is now also supported.
service later. This means for an E1 the access ordered should be a 2048 Kbps/G703 or 2048 Kbps/G704 presented
circuit. In some Countries the PTT and other licensed operators will impose G704 framing which means a port
speed of 1984 Kbps, in others (such as the UK) a clear G703 circuit is provided, however, where this occurs BT
imposes the G704 framing from the PE router. From a customer perspective the access will always be a G704
framed 2048 Kbps circuit carrying a sub-rate port up to a maximum of 1984 Kbps.
3.1.1.3.4 n x E1/T1 (FRF16.1 Bonded Access)
Available speeds for n x E1/T1 are as follows:
Access Access Speeds Port Speed Available Speed on SQE*

Type (Kbps) (Kbps)
N x T1 2 x 1536 2 x 1536 3M
3 x 1536 3 x 1536 4.5M
4 x 1536 4 x 1536 6M
N x E1 2 x 2048 2 x 1984 4M
3 x 2048 3 x 1984 6M
4 x 2048 4 x 1984 8M
Table 4: Available Access and Port Speeds for n x T1 and n x E1
*Speeds are rounded to allow a match to multiple Access types; e.g. Ethernet or E3/T3. Where the Access is
delivered using N x E1/T1, then the Access/Port Speed will be the actual speed delivered.
n x E1/T1 can be used in countries where the cost of a T3 or an E3 is prohibitive or a single access circuit is not
resilient enough and there is a requirement to provide cost effective access at speeds greater than E1/T1.
Please note that for nxE1/T1 access all access circuits that make up the bundle must come from the same access
supplier
After the launch of FRF16.1 as standard n x E1/T1 access (Single CPE to single PE) has the following functionality:
 Up to 4 access circuits can be supported, (depending on the CPE router selected).

 Available using dedicated Leased Line
 The number of E1 or T1 s is limited by the router model selected.
 EF CoS available using FRF16.1
 Not available for use Gateway/Multiple Services like Internet Gateway.
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 Multiple VPN support up to 4 VPNs.

 Supported only on 10k PEs with PRE3 upgrade. Sales Tools have been updated to reflect availability.
 Standard as BT Managed (Bundled) CPE option. Subject to Special Bid as Customer Managed (Unbundled) CPE
option.
 Percentage based CoS deployed on all FRF16.1 access ordered after August 2011.
 Not available using Enhanced UK Access – bonding E1s is not supported on the UK platform (direct connections
to the London GPOPs are OK
Customer
Site CE 10K PE
BT MPLS Network
Example of 3 access lines bundled using FRF16.1 – multiple E1 or T1 circuits are

provisioned into a single 3xE1 or T1 bundle.
Figure 7: n x E1/T1 Network Topology using FRF16.1
The solution uses FRF16.1, a technique of bonding several physical access circuits (leased lines) together to provide
a single aggregated logical connection. E1 or T1 circuits are used, determined by geographic location. A mix of E1’s
and T1’s can not be bonded together to form a logical connection. (Figure 7).
FRF16.1 is available as standard, however all port speeds and locations are on an individual case basis (ICB) in
order to ensure Capacity Check.
3.1.1.3.4.1 Impact of link failure
FRF16.1 can be used as primary and failover access at the same time. On ordering, the customer can select either
of the following two link failure scenarios.
1. If one circuit of the bundle fails the whole bundle fails

2. If only one circuit of the bundle fails the bundle remain up and running. The bundle fails if more than
one circuit fails. (Bundle Degradation)
In the event of one access failing the bundle will stay up. The rationale here is that it is preferable to
give the customer some service than none at all where a backup path does not exist. From August 2011
onwards, the per-class scheduling bandwidths in the output policy is specified as a percentage of the
available bandwidth instead of in Kbps. The reason for changing it is that this policy remains active
when one of the links in the bundle has gone down but the FRF16.1 remains up. The old (Kbps based,
fixed) policy was suspended in this scenario, so there was no CoS unless all links in the bundle were up
If more than one access in the bundle fails the service will deteriorate significantly, this is deemed
unacceptable. So if any more than one access fails the bundle will be taken out of service.
E.g. for a bundle of 4 accesses if one access fails the bundle will continue to run on 3 accesses but if 2 or
3 accesses fail the bundle will be taken out of service.
This second option is not available for resilient service where FRF16.1 is used as a primary.
3.1.1.3.5 E3 / T3
Available speeds for E3/T3 are as follows:

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Access Access
Port Speed available (Kbps)
Type Speeds
E3 34 Mbps 4000, 6000, 8000, 10000, 15000, 20000, 25000, 30000, and 34000.
T3 45 Mbps 4000, 6000, 8000, 10000, 15000, 20000, 25000, 30000, 35000, 40000, and 45000.
Table 5: Available Access and Port Speeds for E3 and T3
E3/T3 access circuits can either be presented in framed or unframed format. The maximum supported port speed
for an E3 access circuit is 34,368 Kbps (non standard) and reflects provider framing formatting.
service later. This is achieved by DSU bandwidth shaping.
Note that for 4000Kbps and 8000Kbps with a 10K PE router, the actual speed delivered is 3938Kbps and 7868Kbps
(this is due to unacceptable delay and jitter for voice).
T3 not supported in the UK
3.1.1.3.6 STM-1 / OC-3
Available speeds for STM-1/OC-3 are as follows:
Access Type Access Speeds Port Speed available (Kbps)

STM-1 / OC-3 155 Mbps 30000, 35000, 40000, 50000, 60000, 70000, 80000, 90000, 100000,
and 147000.
(Lower speed ports 4000, 6000, 8000, 10000, 15000, 20000, and
25000 are available via the BT Bid Process to assess financial
impact).
Table 6: Available Access and Port Speeds for STM-1 / OC-3
service later. This is achieved by IP shaping on the PE and CE.
3.1.1.3.7 Leased Line Access Circuit Encapsulation
All Leased Line access types use IETF Frame Relay encapsulation over the access circuit. ANSI Link Management
Interface (LMI) is also operated between the CPE and PE.
Multiple IP Connect Global services (such as Internet access and Additional VPNs) will be supported on a direct
Leased Line access between the CPE and PE using a separate DLCI per service (as would be supported for a BT
Frame Relay access). The following allocation scheme is to be applied for multi-service access over low or high
speed leased line. The same DLCIs are to apply for each customer LL access as per the table below.
DLCI allocation for Leased Line access

Service Type DLCI to be Applied
Primary Customer VPNs 101
Additional Customer VPNs 301 to 399
Table 7: DLCI Values
3.1.1.3.8 Fragmentation on Leased Line Access Circuits
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When EF is used the following link fragmentation scheme is required:
 n x 64 Kbps access circuits and E1 or T1 access circuits with port speed below 1536Kbps require FRF.12 to be
implemented in order to maintain low packet delay for the voice packets. The configured fragment size
depends on the port rate with smaller fragment sizes used for smaller port speeds.
 Full E1 or T1, 10M/100M/1G Ethernet, N x E1/T1, E3, and T3 access circuits do not require any fragmentation
methods.
DSL Access
DSL Access is by nature a complex access mechanism as the DSL services supplied to BT by its suppliers varies
greatly. In order to mask this complexity DSL Access to IP Connect Global is presented to customers as a set of
easy to understand packages.
Classes Supported DSL Type Contention

Package Speeds Supported (Kbps)*
EF AF DE ADSL SDSL Ratios #
Premium 1 256 – up to 24,000 Yes Yes Yes Yes Yes 1:1 – 1:8
Plus 144 – up to 24,000 No Yes Yes Yes Yes 1:4 – 1:10
Standard 256 – up to 24,000 No No Yes Yes Yes 1:11 – 1:50
Table 8: DSL Access Packages
* The speeds refer to the SDSL speed, or in the case of ADSL - the downstream speed (upstream speed could be
lower). Not all speeds are available at all locations. Variations are due to the availability of DSL at the appropriate
speeds. Please refer to the DSL for IP Connect Global: Product Catalogue document. Indirect channels should refer
to http://www.btalliances.com.
# Contention Ratios vary within the ranges detailed. Variations are due to the DSL service supplied to BT. Package
availability is subject to in-Country availability. Please refer to the DSL for IP Connect Global: Product Catalogue
document. Premium DSL is normally uncontended, except when contention is specifically mentioned. Indirect
channels should refer to http://www.btalliances.com.
1
US version of Premium is different from above, details in chapter 10.
xDSL technology has been developed to allow high speed data transfer over classical copper telephony lines (PSTN
or ISDN). This provides a very cost effective access mechanism for customers as existing copper telephone lines
can be used as opposed to the expense of purchasing leased line access circuits.
xDSL typically comes in two flavours:
 Asymmetric DSL (ADSL) – ADSL typically provides asymmetric bandwidth to customers where the upstream
bandwidth (from customer site to network) is smaller than the downstream bandwidth (from network to
customer site) e.g. a typical ADSL service may have a downstream speed of 1024 Kbps and an upstream speed
of 512 Kbps (denoted as 1024 Kbps/512 Kbps). In this example the maximum upstream bandwidth available to
the customer is limited to 512 Kbps. ADSL is a technology that has been developed to inter-work with a
telephone service2 so voice calls and data traffic can simultaneously utilise the copper telephone circuit. ADSL
is typically suitable for Internet access for home-users and for business customers with a traffic profile which
requires more downstream bandwidth to upstream bandwidth (some Client/Server apps). Starting from April
2 Customers may choose to line share a telephone service with the ADSL DSL service connected to IP Connect global. However in this case the
customer is responsible for all additional CPE to support this as well as the telephone call charges. Please note that this capability is not supported
in all Countries.
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2012 ADSL2+ is available in the United Kingdom, using the newly launched Wholesale Broadband Connect
product.
 Symmetric DSL (SDSL) – SDSL provides symmetrical bandwidth to customers i.e. the downstream and
upstream bandwidths are identical. SDSL technology means that the copper circuit cannot be shared with a
telephone service. SDSL has been developed to support applications that benefit from symmetrical bandwidth
(shared applications, etc).
The other main topic concerned with DSL is contention. Contention is the overbooking factor that is built into the
DSL network. A non-contended service (contention ratio of 1:1) is where the bandwidth is guaranteed. A
contended service (where the contention ratio varies) is where the DSL access is overbooked so it is not possible
to guarantee the full bandwidth ordered e.g. a 1024K/512K ADSL service with a contention ratio of 1:10 guarantees
102K downstream and 51K upstream. When bandwidth in the DSL network is available it may be possible for the
customer to gain access to the full 1024K/512K bandwidth, however, this cannot be guaranteed.
It should be noted that because of the nature of DSL contended access then it is not recommended for customers
requiring any level of guaranteed bandwidth or to support applications that are unable to cope with packet drops
in the network.
IP Sec based DSL now supports BGP routing between the CE and the PE, however has a number of caveats:
 IP Sec based DSL cannot have a default route out of the customer LAN when BGP is configured on the
primary access
 It is not possible to add a default route as this will stop the IPSEC/EZVPN connection from establishing
 EZVPN dynamically inserts a default route (with metric zero) as part of session establishment
 Maximum MTU size is 1419 bytes
 Cannot have EZVPN with Multiple loopbacks
Standard DSL and Basic DSL are only available as a BT Managed option.
Premium and Plus DSL is available either as a BT Managed option or a Customer managed option.
3.1.1.4.1 DSL Throughput
DSL throughput is dependent on a number of factors:
 DSL Speed - Ordered speed of the DSL PVC. For ADSL, the upstream and downstream speeds may be different.
 DSL Overheads have to be subtracted from the DSL speed in order to obtain an indication of DSL throughput.
Assuming a 256 byte packet, then the actual throughput is DSL speed divided by a factor of 1.24.
 DSL Contention - the overbooking factor applied to a DSL access circuit expressed as a ratio.
Example - Plus package, 1024 Kbps
Actual Country implementation might be 1024 Kbps downstream and 512 Kbps upstream with 1:10 contention
Upstream throughput = 512 / 1.24 = 412 Kbps. Throughput with full contention = 412 / 10 = 41.2 Kbps
Similarly for downstream, throughput after contention = 1024 / 1.24 / 10 = 82.5 Kbps
Standard DSL access may utilise the IPSec and L2TP tunnel protocols. When the overheads from these protocols
are added to large IP packets this may require fragmentation of the resulting packet. Not only is this fragmentation
inefficient however in cases where the DF bit (Don't Fragment) has been set in IP header the packet may be
discarded. Even where the DF bit has not been set, some Service Providers do not allow fragmentation within the
L2TP tunnel and will discard any oversized packet.
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In an effort to avoid unnecessary discard and fragmentation the Standard DSL CEs automatically intercept TCP SYN
packets passing through the LAN interface and adjust the TCP Maximum Segment Size to 1366 bytes (unless a
lower MSS has already been specified). Although this mechanism will work for TCP sessions between customer
hosts, non-TCP and encrypted traffic may still be fragmented or discarded. To avoid this occurrence customers
may need to lower their maximum IP packet size to 1406 bytes.
3.1.1.4.2 DSL Access Design
The following Sections detail the high level xDSL access designs.
3.1.1.4.2.1 Private ATM DSL Supply
ATM DSL Access is where BT privately interconnect with a DSL that offers an ATM based DSL supply. The
interconnect point(s) will always be a local interconnect i.e. it is located in the same country as the DSL Supply.
This is illustrated in Figure 3. ATM DSL Access is not connected to the Internet in any way and is inherently secure
as there are ATM PVCs running between the CE and PE encapsulated in PPP (RFC1483 in UK).
3.1.1.4.2.2 Private IP DSL Supply
The following diagram, illustrates the high-level design when a Private IP DSL Supply is used. An IP Sec tunnel is
established between the CPE and the IP Connect Global PE, the IP Sec Tunnel is carried via PPP through the DSL
supplier’s core network.
End User IPSec IP Address Pool
The ‘IPSec Peer Address’ can be assigned by BT either statically or dynamically. If dynamically, a pool of addresses
will be used for allocation to End User CEs (via the Navis RADIUS server). This pool is not country dependant. As
the IP addresses are not advertised beyond the LNS/PSG/PE pair, a private address range is valid. However in order
to prevent potential IP address conflict with the Customer IP space, the private IP address range that being used
(10.1.0.0/16) will be defined in the product description so the customer will be aware of the used range, and if
there is any potential IP conflict risk, an IP address pool will be assigned statically (from another RFC 1918 space
that is agreed with customer) and static IP configuration should be opted for the Dialer1 interface.
Copper
Circuit
IP DSL Customer
VPN
NTU/Modem
CPE DSLAM BT MPLS
Node
Figure 8: IP DSL Access High Level Design
3.1.1.4.2.3 Public IP DSL Supply
Public IP DSL – which is where BT source DSL Access that is connected into the Internet. This allows BT to provide
regional Secure Network Gateways to provide the capability to secure Customer Sites using this access method.
The attached diagram shows this access type:
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In-Country Internet BT PoP
Copper
Circuit Internet
DSL Customer
VPN
NTU/Modem
CPE DSLAM BT MPLS
Node/IP Sec
Gateway
Figure 9 - Public IP DSL Supply
The Public IP DSL Supply is the method of supply that is now being used for all Standard DSL expansion (only
available as a BT Managed option). The reasons for this is that it enables much quicker expansion and also provides
a cost effective access in countries where the volumes of DSL would not justify the cost of BT privately
interconnecting with a DSL Supplier directly.
Security – Security on the Private IP and Public IP DSL Supply types is of paramount importance which is why IP
Sec is used in both cases to secure the Customer Site into the Customer VPN. IP Sec 3DES encryption is used to
provide a secure IP Sec tunnel between the BT managed CE and PE.
3.1.1.4.3 DSL Availability
One major difference of xDSL access over leased line access is that the availability of xDSL access to a customer
site cannot be guaranteed as it is dependent on number of factors:
 The DSL Checker is a sales tool that allows availability checking of BT's DSL Access offers.
 The copper cable must pass a line test to ensure that it is of sufficient quality to support the DSL service.
 This tool can be accessed via the GS Portal or via the partner portal https://www.btalliance.com/.
Some of the above can be verified during the bid process, however, items such as the line test of the copper cable
can only be progressed after the order has been submitted to the DSL Supplier. Therefore, the customer must be
made aware that after the DSL order has been taken, the following situations are possible:
 DSL access is able to be provisioned as ordered.

 DSL access is unable to be provisioned.
 A lower speed DSL access service may be provisioned than the speed ordered. This could be, for example,
because the line test indicates that the copper circuit cannot support the higher speeds requested.
For these reasons it is essential that customers who require guaranteed access bandwidth consider using leased
line access instead of DSL access.
3.1.1.4.4 DSL Demarcations
DSL access has distinct demarcations between the Physical and Logical accesses:
 Physical Access – This is the copper circuit that is used as the physical circuit to support the DSL PVC to the
customer site. For ADSL access, the copper circuit can be supplied by BT (BT local loop access) or by the
customer. Where it is the responsibility of the customer, it must be installed, active, and ready for DSL provision
prior to BT accepting the order for DSL access to that site. For SDSL access, the copper is provided as part of
the DSL access service and therefore is the responsibility of BT.
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 Logical Access – This is the DSL PVC that is provided by BT to connect the Customer site to the Customer’s VPN.
This DSL PVC relies on there being a physical copper access circuit in place prior to delivery of the DSL PVC.
The Managed CPE IP Connect global option provides a LAN interface to the customer as the operational
demarcation. The presentation of the DSL service to the BT provided CPE can differ dependent on the DSL Supplier
as illustrated in the following diagram.
Figure 10: Managed CPE Service Demarcation
For the Customer Managed CPE option the operational demarcations differ dependent on the presentation of the
DSL service from the DSL Supplier as illustrated in the following diagram. Note: Standard DSL is only available as a
BT Managed Option i.e. it cannot currently support any Customer managed CPE.
Figure 11: Customer Managed CPE Service Demarcation
Note: BT can optionally supply the copper pair for ADSL connections, and will own and maintain it on the
customer’s behalf (BT Local Loop Access). If BT supplies the copper for ADSL it cannot be used for telephony. The
telephone number of an existing line at the customer site and the Postcode / Zipcode are required in order for BT
to progress the order.
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If the customer chooses to supply the connection, then they are responsible for providing a suitable live copper
pair at the customer site prior to ordering DSL access from BT. Information such as the telephone number of this
copper pair and the Postcode / Zipcode of the site is required in order for BT to progress the order. It is also
necessary, for the customer to continue ownership and maintenance of the copper pair for both the Managed CPE
and Customer Managed CPE options.
Note: For SDSL the customer is responsible for providing information such as the Telephone Number of a live
copper pair (PSTN or DSL) at the customer site and the Postcode / Zipcode of the site in order for BT to progress
the order. A new copper pair will be provisioned as part of the SDSL order for all Countries except France (where
it is still required to provide a PSTN circuit for the order to be accepted).
3.1.1.4.5 DSL Local Loop Access
DSL Local loop access is an option that can be added to the basic DSL Access offer. This provides the customer
with a fully managed BT access solution that delivers the physical local loop access circuit as well as the logical DSL
service. BT will deliver Local Loop Access up to a defined demarcation point at the building and the Customer will
be responsible for all internal cabling from that demarcation point to the router. Because of regulation and country
specifics, demarcation point may vary country by country and will always match the local supplier’s minimal
demarcation point.
Key aspects of this option are:
 BT provide, maintain and own a dedicated local loop access circuit (using Copper, PSTN or ISDN services
determined by country)
 The Local Loop Access circuit is dedicated to BT’s DSL service and therefore cannot be used for any line-sharing
(i.e. telephony services are not possible)
 Standard demarcations will be implemented in each country where the service is offered (normally RJ-11 or
RJ-45)
 Customer is responsible for all internal cabling beyond the PTT demarcation point at the customer’s address.
 This option is only available as part of a DSL access to IP Connect Global order
3.1.1.4.6 DSL Supply Circuit Encapsulation
DSL access uses PPP encapsulation over the access circuit. The PPP format used is dependent on the presentation
of the DSL access to the Customer Site:
Private ATM DSL Supply
 ATM Wires only – with AAL5SNAP (RFC 2684 Routed) encapsulation

 ATM Ethernet – with RBE (RFC 2684 Bridged) encapsulation
Private IP DSL Supply, with IPSec applied CE-PE
 IP Wires only – with PPPoA at CE

 IP Ethernet – with PPPoE at CE
 IP Hybrid – with PPPoEoA at CE
3.1.1.4.7 Authentication of Private ATM DSL Supply
There is an option for customer’s to request authentication support for DSL Access that is provided using PPP
encapsulation. This is supported by IP Connect Global by allowing the customer to specify up to 2 customer Sited
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Radius Servers that are used to authorise requests for connections. The Radius Servers will only be supported in a
primary and secondary mode and no load balancing will be possible. Delegated Radius authentication for
customers is only supported via special bid.
BT supports the following Radius authentication support:
 Radius Port 1645

 Radius Port 1812
In addition Radius Key verification between Radius Server and Radius Client will be supported. The suggested
maximum length of 16 characters should be observed for this feature.
On receiving a request to connect to the Customer VPN, the request will be forwarded to the Customer Radius
Server. On receipt of an accept message the customer site requesting access will be connected into their VPN. If
no acknowledgement is received by the IP Connect Global network then a further 2 attempts to request
information will be sent to the Customer Radius Server. At this point if the customer has specified a second Radius
Server then the request will be sent again for a maximum of 3 times before the request is denied by the IP Connect
Global network.
The Customer is responsible for all Authorisation and Accounting as this will not be provided by IP Connect Global.
3.1.1.4.8 Authentication of Private / Public IP DSL Supply
Authentication is implicitly provided for standard DSL (only available as a BT Managed option) by using the IP Sec
solution which provides a secure transport across IP networks. This solution utilises an IPSec Gateway situated at
an IP interconnect point with a DSL Service Provider. The DSL service to the End User is delivered by an IP based
product that gives the End User access to the Service Provider’s IP Network. An IPSec tunnel is then created
between the CE and the IPSec Gateway / PE.
The DSL Supplier terminates the PPP session on their network. Radius is not required for IPSec authentication.
3.1.1.4.9 DSL SNMP access for customer
SNMP access for customer (read only) is the same as the leased line SNMP access feature, for all variants of DSL.
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3.1.1.4.10 Wholesale Broadband Connect and ADSL 2+
WBC was launched in the UK April ’08 as part of 21CN programme with ADSL2+ technology. For customer locations
closest to a WBC enabled exchange, the downstream speed will be close to maximum at 24Mbps; however, a
more common download speed is around 16-20Mbps which is a big improvement on the previous service.
IP Connect global DSL variant Standard Plus Premium

UK domestic product naming ADSLConnect ADSL Connect Plus ADSL Connect Premium
Downstream (up to) 24Mbit/s 24Mbit/s 24Mbit/s
Upstream (up to) 1Mbit/s 1Mbit/s 1Mbit/s
Bandwidth support Low priority 2Mbit/s for 90% of the time 3Mbit/s for 90% of the time
Class of Service
EF* no No 220kbit/s
AF** no 440kbit/s 440kbit/s
Default service care level with Standard Enhanced Express
BT Wholesale
Table 9: Summary of WBC Products for Ip Connect Global at a glance
*EF available for Premium service – 5k increments up to maximum of 220K

**AF available for Plus and Premium service in 5K increments for up to maximum of 440K
The 21CN broadband network used to deliver WBC (UK DSL) is shared but the maximum downstream throughput
should be achieved for the majority of the time due to the bursty nature of IP applications. All broadband
networks are at their busiest from late afternoon and through the evening so during business hours period of
contention should be minimised.
In the 20CN broadband environment (used previously to deliver DSL services) “contention ratios” were commonly
used to describe how the 20CN broadband networks were engineered. It has been common practice to use these
ratios to deduce the minimum throughput during periods of congestion, in practice however these were only ever
planning rules. This variant of DSL access is not available for new supply. The replacement product is 21CN DSL
as above.The ADSL2+ service products are burstable but minimum throughput is expressed in a more meaningful
way. The portfolio offers products with different levels of services based on the customer’s tolerance to
congestion.
Dynamic Line Management
In order to deliver up to 24Mbit/s of downstream capability a sophisticated technology is applied to the line called
Dynamic Line Management (DLM). This feature monitors the performance and creates the optimum setting. This
balances the maximum achievable line rate and the stability of the line. In the first few days of a service DLM may
make the line re-train which generates a brief outage but this is normal. During this period it is important that the
customer understand the re-trains are not faults. Faults will only be accepted where line are hard down during
this settling in period. After the 10 day settling in period DLM should only work in the background and monitor
errors on the line. If it detects errors it will activate a re-train process to review the optimised setting.
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10 day Stabilisation Period:
The following key points should be noted about stabilisation:
1. DLM constantly monitors and potentially changes the line profiles at any point during the life of the
service. However it is critical that customers are aware that during the first 10 days of deployment the
line will re-train more vigorously as it looks to establish a satisfactory level of service. In many cases this
will be achieved well within the 10 days. Any stability issues encountered in the first 10 days will not be
regarded as a fault.
2. Customers should consider the effect of the initial stabilisation on their applications when developing
their plans to cut-over to ADSL Connect. If the potential of re-training during this period could materially
disrupt their business then the service should be delivered in parallel with the existing service. Note that
a router needs to be connected to the broadband line to kick off the initial stabilisation activity.
3. Typically routers should be left powered up but if the customer router is powered down at any point the
DLM process is likely to act more vigorously in the following few days before it re-settles to the optimum
profile.
Key Differences between 20CN ADSL and 21CN ADSL Services
In most cases 21CN service delivery will be in line with expectation, however a broadband service varies depending
on line length and the impact of “noise on the line” and in some cases this can impact BT’s ability to deliver a stable
service to the customer. 21CN ADSL Connect products are “rate adaptive” and do not offer a fixed line capability,
working at a different frequency to 20CN ADSL. This typically means that the broadband service will be more
sensitive to any noise on the line. So whilst a 20CN broadband service may deliver a lower speed but perform
satisfactorily on a long line or “noisy” PSTN line, the same line could make the service appear more unstable with
21CN broadband technology. PSTN line quality could be linked to the length of the line, quality of the line, the
internal cabling (that BT may or may not be responsible for), or external factors like REIN - Repetitive Electrical
Impulse Noise. In most cases where ADSL Connect is available it will provide an excellent solution, however
identification of potential “risky” sites early in the sales process to ensure ADSL Connect is the right solution to
meet customers’ requirements is important as is ensuring customers are sufficiently aware of how the 21CN
broadband line will operate compared to 20CN.
3.1.1.4.11 Basic DSL
To enable BT to compete in deals where DSL access to IP Connect Global is a key element of the deal a new offer
is being introduced as part of a controlled launch for opportunities to be delivered in Germany, France and the
Netherlands (will grow to more countries during 2013/14)
3.1.1.4.11.1 What is Basic DSL?
Basic DSL is a new way of delivering DSL access. The same supplier is used to deliver the access and the CPE in a
single order and a single activity, therefore BT has to do less order management and less coordination among the
different service delivery paths and offer these DSL services to end customers at a lower price.
3.1.1.4.11.2 Who qualifies for Basic DSL?
The qualifying criteria for any bids are as follows:
 Opportunity must have > 10 DSL sites

 DSL must be 20%-80% of total site volume
 DSL circuits must be primary circuits
3.1.1.4.11.3 Positioning Basic DSL
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To keep costs down (to BT and the Customer) this service has a number of restrictions as compared to other access
types:
 Service delivery is a best effort activity, no service credits are offered for any delays and it is not
possible to escalate delivery times with suppliers
 No Proactive monitoring on sites with Basic DSL access
3.1.1.4.11.4 Basic DSL Bundles
To simplify the product offering and ease ordering we have created Product Bundles.
4 bundles have been predefined for all countries and each country where Basic DSL is launched can use 3 of the
four bundles, 2a and 2b being optional.
Bundle 1 Bundle 2a Bundle 2b Bundle 3

Bandwidth Country Specific Country Specific Country Specific
Access technology Country Specific Country Specific Country Specific
CoS DE only DE only 10% EF, 40% AF, 50% DE
Availability SLA Category G - 99% Category G - 99% Category E - 99.7%
Repair SLA NBD / Office Hours only NBD / Office Hours only 24x7
CPE Cisco Cisco Cisco
3.1.1.4.11.5 Access Speeds
The bundles also accommodate in-country variations as each supplier offers different DSL speeds, however the
overall speed range should be common across all countries.
The port speed will be set to the DSL access line speed, and traffic may burst to the access speed if bandwidth is
available. The throughput may be limited by the contention ratio.
The feasibility of delivering the DSL access depends on technical conditions which may be subject to changes
beyond the control of BT following the completion of the survey to that effect that the DSL access cannot be
provided at all or not in the desired quality. Such a technical change may in particular occur if following the survey
of the technical feasibility of the access the situation described below occurs by further connections being added
in the same cable bundle, which is outside of BT’s control.
The defined speed of the DSL access cannot be provided as an increased attenuation, which is measured at the
time of the installation and depends, for instance, on the length of the line from the customer site to the DSL main
distribution frame and on the quality of the copper cables used, affects the DSL access. Crosstalk between different
cables in the same cable bundle will result in a reduction of the bandwidth. This effect may also occur after the
delivery of the DSL access by further connection being added in the same cable bundle, which is outside of BT’s
control.
In the event that contrary to a positive result of the survey the delivery at a site is not possible due to technical
reasons, like the above, or if the aforementioned technical change occurs after the delivery, BT shall be released
from its obligation to perform the contract in this respect and shall inform the customer on alternative options
and prices, whereupon the customer may order an alternative access for the affected site.
3.1.1.4.11.6 Class of Service
Two of the bundles come without CoS support, i.e. DE CoS only, while the other two (Bundle 2b and Bundle 3)
offer a fixed CoS setup across all countries and all customers:
10% EF, 40% AF (10% AF1, 10% AF2, 10% AF3, 10% AF4), 50% DE. This is fixed and cannot be changed for Basic
DSL. Should the customer require more flexibility we recommend one of the Premium DSL, Leased Line or
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Premium Ethernet options. CoS behaviour for Basic DSL is the same as for other access types. Some of the more
important ones listed below, please refer to section Error! Reference source not found.:
 DE can burst all the way up to the port speed when no AF or EF traffic is sent
 EF is hard policed
 If in any AF class more traffic is sent by the customer than the contracted amount then the extra traffic
will be marked as „out of contract”
As some of these DSL products are delivered over a traditional contended DSL service, there’s no guarantee of EF
performance and no SLAs associated with the voice quality over the Basic DSL service. On certain bundles VoIP is
provided as a best effort service, i.e. in case contended DSL is used for Bundles 2b or 3.
3.1.1.4.11.7 SLAs
Basic DSL uses SLA Categories as defined in the above bundles. Category G is used for the first two bundles and
Category E for the 3rd bundle. For general SLA information and more details on the different SLA categories, please
consult the SLA intranet site. Indirect channels should refer to http://www.btalliances.com. In general the
customer facing SLAs for Basic DSL have been designed to be the same as for Standard DSL (Bundles 1 &2) and
Premium DSL (Bundle 3).
As with other DSL products SLAs are limited when compared to leased lines or Ethernet. The Basic DSL product is
mapped to Standard (Category G) and Premium (Category E). Main points to note:
 Standard IP Connect Global SLA apply, based on CORE performances (excluding accesses)
 Credits will include the DSL pricing, but measurements for the SLAs are for CORE MPLS ONLY
 Average Network values are calculated monthly based upon regional networks. SLAs are measured
against those values
 Credit is based on monthly rental per site - including DSL access, CPE and MPLS traffic
 Claim methods: all reactive from customer
 Evaluation tool: all based on tickets opened by customers
 The DSL Local Loop Access element is NOT included in any of the SLAs applicable for DSL
SLA attributes specific to Basic DSL:
 Site to Site (CE to CE) SLAs are NOT available for Basic DSL
These SLAs reflect BTs customer facing SLAs and may not be in line with the agreement between BT and the
supplier, nevertheless these should be used when discussing the service with customers.
3.1.1.4.11.8 CPE
The Customer Premises Equipment is also predefined as part of the in-country bundles and there’s no variation or
flexibility in the available CPE types. Not only the CPE models but the CPE builds are also fixed and not available
for any modification/customisation.
Basic DSL products typically offer routers from the Cisco 800 Series range and are predefined in the databuild.
3.1.1.4.11.9 Monitoring / Fault Management
Proactive Monitoring is not supported for Basic DSL sites. BT will continue to proactively manage and fix issues
on the Core network as standard, but Basic DSL sites are only reactively monitored, which means the customer is
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required to report issues to the BT Customer Helpdesk. BT will work with the supplier during their fault
management & repair activities window to get the access or CPE faults fixed.
Customers can report faults as for any other sites, however it should be made clear to customers that the following
scenarios do not qualify as a fault for Basic DSL and therefore should not be reported to the BT Helpdesk:
 Maximum speed not available on site – certain bundles are contended, best effort services and the
downstream/upstream speed is not guaranteed
 Power outage at the customer site
 Short (less than 10 minute) outage on the DSL access
 Degradation of VoIP quality – certain bundles are contended, best effort services and priority of voice
packets cannot be guaranteed on the access circuit
3.1.1.4.11.10 Reporting
Basic DSL sites are limited to reports also available on Standard DSL. Only Core Network Performance Reports are
available. Site specific Port and CoS Utilisation reports are not supported.
3.1.1.4.11.11 Availability Checks
Please note that DSL checks are not 100% accurate, even if the DSL check result comes back as positive, the
supplier always has the right to reject the order. When a DSL check is positive, you need to be aware that, on
occasion, orders can be rejected due to the physical restraints of the technology: no more copper lines available
on site, distance to the DSLAM is too great, or the quality of the line is not good enough to bear the speed ordered.
As a result, in some instances, orders can be rejected by the supplier after being placed, even though the checker
provided a positive response in the first instance.
3.1.1.4.11.12 Resiliency
Basic DSL is only available in non-resilient. Future development will make Basic DSL available to a primary Leased
Line or Ethernet service with Dual CPE.
Ethernet
3.1.1.5.1 Ethernet Access
Ethernet Access is an evolving access solution and many product variants are present in the market place. To help
simplify this situation, Ethernet Access for IP Connect Global uses the following product model (similar to that
used for DSL Access).
Please note, via eDCA only Premium Ethernet is available.
Classes Supported Delivery Mode

Access Type Service Variant Contention Ratios #
EF AF DE Fibre EFM
Ethernet Premium Yes Yes Yes Yes Yes 1:1 (uncontended)
Ethernet Plus No Yes Yes Yes Yes Less than 1:10
Ethernet Standard No No Yes Yes Yes 1:10 to 1:50
Table 10: Ethernet Access variants
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The term EFM is used to refer to Ethernet Access services delivered over bonded copper pairs. Ethernet Access
delivered over EFM is not available as the primary access of a resilient customer access connection (e.g. Secure or
Secure+). See resiliency matrix for full details.
Ethernet Access will be provided at 10 Mbps (and sub-rate access) with sub-rate IP Connect Global ports from
256k-10M, 100Mbps (and sub-rate access) with sub-rate ports from 8M to 100M and 1Gbps (and sub-rate access)
with sub-rate ports from 40M to 1000M at customer choice, available on a per city basis. EF of sub 2M port speeds
is special bid.
Available speeds for Ethernet Access are:Table 11: Available Access and Port speeds for Ethernet
Not all Access Speeds are available at all locations but SQE will provide an overview of valid options.
* 100M Ethernet on the UK 21CN platform supports port speeds as low as 2 Mbps, as 10M Fibre Ethernet is no
longer offered. EFM is still available.
Ethernet Access is based on ‘point-to-aggregated’ or dedicated, ‘point-to-point’ solutions from BT’s access
suppliers and own access capabilities. These are referred to by the MEF (Metro Ethernet Forum) as ‘EVPL’
(Ethernet Virtual Private Line) and ‘EPL’ (Ethernet Private Line) services respectively. Because some
implementations use SDH technology, this can reduce the nominal 100M rate to 96M and 50M to 48M
Note: Owing to standard 802.3 Framing overheads the IP throughput of any given port is less than the headline
port rate by an average of 9% (Depending on CoS profile and average packet size). Even taking this in to account,
the access is cost effective when set against multiple E1/T1 delivery for accesses of this size. EF traffic cannot be
carried efficiently on Ethernet – 1M of EF IP traffic uses up to 1.7M of Ethernet bandwidth, so for a port ordered
with 50% EF, the EF traffic can take up up to 85% of the port bandwidth.
Ethernet access, supports multiple VPNs , using CoS Policy per Connection (CPpC) or CoS Policy per Access (CpA).
CpA is only available for Point to Point 1G and 100M and their subrates, but not 10M. CpA is not supported on
Aggregated Ethernet Access.
For Premium Ethernet (and Premium Ethernet EFM), maximum EF traffic is 50% of the port rate, or 250M
whichever is lower.
Specifically, due to the absence of a fragmentation capability with Ethernet, there is a risk that voice on sub 2Mbps
speeds may be impeded. This is because delay in voice packets is managed via the Jitter Buffer and if the delay is
greater than the Jitter Buffer then no packets are processed and this is experienced as either silence or
clipping. Without fragmentation the packet size cannot be made smaller so the access pipe needs to be big enough
to manage the packet size and for speeds below 2Mbps this is not always the case, so depending on the application
mix and circuit utilisation the customer may experience some distortion on their voice traffic.
The customer should be made aware of this before offering this to them and we take no responsibility for this.
Note 2: Quote and ordering 50M and 100M Ethernet ports via SQE, it is slightly different from the way this is done
on the eDCA.
Ethernet access is normally provided to BT over SDH networks and our access providers purely present the circuit
as Ethernet. This means that the Ethernet service is mapped to the underlying SDH structure (a VC3) and therefore
allowing for overheads the available bandwidth is constrained to 48M and 96M. These actual speeds that the
customer will be able to use are reflected in SQE.
To account for this where in the eDCA a 50M or 100M port speed would be ordered the following needs to be
selected in SQE:
 For a 50M access line a 48M port needs to be ordered (as that accurately reflects the bandwidth)
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Please also note that 50M and 100M port speeds are available in SQE on circuits that are larger i.e. 100M port on
a 1G Ethernet access circuit.
Table 11: Available Access and Port speeds for Ethernet
Not all Access Speeds are available at all locations but SQE will provide an overview of valid options.
* 100M Ethernet on the UK 21CN platform supports port speeds as low as 2 Mbps, as 10M Fibre Ethernet is no
longer offered. EFM is still available.
Ethernet Access is based on ‘point-to-aggregated’ or dedicated, ‘point-to-point’ solutions from BT’s access
suppliers and own access capabilities. These are referred to by the MEF (Metro Ethernet Forum) as ‘EVPL’
(Ethernet Virtual Private Line) and ‘EPL’ (Ethernet Private Line) services respectively. Because some
implementations use SDH technology, this can reduce the nominal 100M rate to 96M and 50M to 48M
Note: Owing to standard 802.3 Framing overheads the IP throughput of any given port is less than the headline
port rate by an average of 9% (Depending on CoS profile and average packet size). Even taking this in to account,
the access is cost effective when set against multiple E1/T1 delivery for accesses of this size. EF traffic cannot be
carried efficiently on Ethernet – 1M of EF IP traffic uses up to 1.7M of Ethernet bandwidth, so for a port ordered
with 50% EF, the EF traffic can take up up to 85% of the port bandwidth.
Ethernet access, supports multiple VPNs , using CoS Policy per Connection (CPpC) or CoS Policy per Access (CpA).
CpA is only available for Point to Point 1G and 100M and their subrates, but not 10M. CpA is not supported on
Aggregated Ethernet Access.
For Premium Ethernet (and Premium Ethernet EFM), maximum EF traffic is 50% of the port rate, or 250M
whichever is lower.
Specifically, due to the absence of a fragmentation capability with Ethernet, there is a risk that voice on sub 2Mbps
speeds may be impeded. This is because delay in voice packets is managed via the Jitter Buffer and if the delay is
greater than the Jitter Buffer then no packets are processed and this is experienced as either silence or
clipping. Without fragmentation the packet size cannot be made smaller so the access pipe needs to be big enough
to manage the packet size and for speeds below 2Mbps this is not always the case, so depending on the application
mix and circuit utilisation the customer may experience some distortion on their voice traffic.
The customer should be made aware of this before offering this to them and we take no responsibility for this.
Note 2: Quote and ordering 50M and 100M Ethernet ports via SQE, it is slightly different from the way this is done
on the eDCA.
Ethernet access is normally provided to BT over SDH networks and our access providers purely present the circuit
as Ethernet. This means that the Ethernet service is mapped to the underlying SDH structure (a VC3) and therefore
allowing for overheads the available bandwidth is constrained to 48M and 96M. These actual speeds that the
customer will be able to use are reflected in SQE.
To account for this where in the eDCA a 50M or 100M port speed would be ordered the following needs to be
selected in SQE:
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Please also note that 50M and 100M port speeds are available in SQE on circuits that are larger i.e. 100M port on
a 1G Ethernet access circuit.
3.1.1.5.2 Ethernet Interfaces
The following electrical and optical interfaces are supported on the CE router WAN connection:
 10M - 10Base-T, Electrical, RJ45, alternatively 100Base-T, Electrical, RJ45

 100M - 100Base-T, Electrical, RJ45
 1G - 1000Base-SX (alternatively 1000Base-LX), Optical MM or SM
3.1.1.5.3 Ethernet Access Circuit Encapsulation
Ethernet access types use 802.3 encapsulation over the access circuit. VPNs are separated using VLAN numbering.
 100M and GE – primary VPN VLAN 101.

 10M, VLAN ID allocated from the range 1500-3000
Internet Based Access (a.k.a. Hybrid VPN)
Hybrid VPN (HVPN) is designed to provide ubiquitous, low cost access for BT’s IP Connect Global service, via either
BT provided, or customer provided Internet lines.
HVPN uses IPSec security over the public Internet to safely carry the customer’s traffic between their branch office
and one of BT’s 12 global gateways, where it moves onto the IP Connect Global network.
By using the public Internet, BT not only reduces the cost of the access portion of the overall deal, but also
significantly increases the number of countries where we can provide a competitively priced alternative to leased
lines.
The IPSec connection can essentially be supported over any access that provides connectivity to the Internet. Due
the large number of providers that can provide Internet access and the variety of interfaces the management of
these providers is carried out via a 3rd party referred to as an Aggregator. There may be more than one Aggregator
per country. Current access mechanisms that are supported are:
 Cable
 DSL
 Wireless
 Mobile
 Satellite
 Leased Line
 And customer provided access (CPA)
Some of the key features of HVPN are:
 Instant global coverage for IP Connect Global

 Port speeds as defined in the hVPN product definition
 No limit on usable broadband speeds
 Can be used as primary access, or as failover / backup access
 Access technology agnostic
 Low cost, high availability
3.1.1.6.1 Selection of hVPN port speed

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The HVPN Port Speed determines the speed of the customer’s traffic into their VPN, and is configured on the BT
equipment. The broadband access (whether provided by BT or the customer) must either be the same speed or
faster than the selected port speed in both upstream and downstream directions. For example, if the customer
requires a port speed of 2Mb/512Kb, then broadband speeds of 2Mb/512Kb or 4Mb/2Mb would be suitable, but
an access speed of 2Mb/256Kb or 1Mb/512Kb would not be suitable. Where the customer provides their own
access, Sales must ensure that the port speed does not exceed the broadband access speed, or the performance
of the HVPN access will be degraded.
3.1.1.6.2 hVPN Security
HVPN has been designed from the start with security in mind. As discussed previously, the design offers secure
VPN connections via the public Internet to the IP Connect Global network using IPSec. The diagram below
represents the Hybrid VPN network architecture.
NAVIS
Customer LAN
Service
Provider
BT CE Network SSNG PE BT MPLS
SP/Customer
modem
IPSec Tunnel
Figure 12: HVPN Network Architecture
The BT CPE installed on the customer site initiates the IPSec session with the HVPN IPSec Gateway (often referred
to as the Strategic Secure Network Gateway or SSNG).
IPSec is a framework of standards that provides a mechanism for data confidentiality and integrity and
authentication between peers. IPSec uses IKE to negotiate protocols and algorithms and to generate the keys for
encryption and authentication. It uses one of the strongest available encryption levels - AES-128 with Tunnel
mode (encrypting the whole packet - the header and the data).
HVPN uses EZVPN, which is VRF aware. This will enable additional steps for verification before IPSec is established
between the CPE and the SSNG.
The verifications steps are:
 EZVPN group-id, which must match between the CPE and the SSNG.
 IPSec pre-shared-key, which must match between the CPE and the SSNG.
 IPSec username and password, which are unique per CPE and must be verified by the BT Radius server
called NAVIS.
HVPN will allow only the secure connections initiated between the CPE and the SSNG, via controlled access-lists
identifying the customer LAN networks and the SSNG IP address. Traffic which is destined for the customer’s
network that is not encrypted will be dropped.
HVPN CPE must be managed by BT, which means that the CPE is configured and managed by BT.
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Management access to BT CPE is allowed only via an IPSec session initiated from defined network ranges within
the IP Connect Global network, and access is controlled via RSA TACACS+ authentication, which is configured on
the CPE. Only authorized BT users, as defined on the BT Tacacs/CIAS server for each CPE, are allowed access to
the HVPN CPE via IP Connect global. This level of security is important to avoid unauthorized access to the HVPN
CPE.
3.1.1.6.3 hVPN additional / excess charges
The customer will be billed monthly in arrears, as per normal IP Connect Global billing. If the BT provided access
service incurs any additional charges, such as excess data charges because the customer has exceeded their data
bandwidth, these additional charges will generally be billed two months in arrears.
Reach In NNI via 3rd Party Network (non-UK)
This feature allows the use of a 3rd party network to extend our reach. They are Interconnects created between
ourselves and the 3rd parties networks. Site orders are placed with the partners via the access ordering teams
with conversion between order parameters representing the service based on our standard elements and rules
into those used by the 3rd party service. All NNI sites are treated as managed using standard CE types available
in the country. Interconnect connectivity is automatically determined by tracking whether VPNs being requested
are currently setup on the Partner’s Interconnect. VPN Connections are also associated with the VPNs and
interconnects so that as sites are added and removed it can be determined when the Interconnect is no longer
required.
In order to not sell feature that are not capable of being delivered on the partner’s network key aspects of the
service are now data driven based upon the Partner selected. These include the following:-
 Available access technologies and resilience options

 Class of Service including which classes are supported and what the allowable CIPR values are for a given
port and access type combination
 Support for CPA and CPpC
 Support for mVPN
The determination of whether the service is on a Partner’s network is driven by the Sales user selection of the
access that is to be used. For a given country possible access options will be presented and for each of these there
will be an associated Partner – in the case of accesses to our own platform these will be denoted BT and drive BT
specific data supporting the above mentioned features.
The Interconnect has been designed for a default limit of 500 BGP prefixes. Anything more needs to be reviewed
and agreed via special bid.
3.1.1.7.1 Interconnections of networks and Impacts
The interconnection between the global MPLS network and the partner MPLS network is a “Type A” Interconnect;
i.e. using Ipv4 as opposed to IP Connect global.
Customers which have a VPN that is provisioned off of the global and the partner MPLS networks must have their
VPNs connected at the point of interconnect. Each such customer VPN is provisioned over1 or 2 interconnects,
with one acting as primary connection from a routing perspective and the other acting as backup (if available).
These connections operate in Hot Standby mode; i.e. only one carrying traffic at a time with the other acting as
backup.
Standard eBGP is used for routing over the interconnection with one eBGP session per customer connection. This
means that any feature using MPLS specific information (route distinguishers) will not work across the
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interconnection in the same way as they would work in a single MPLS network. Multiple Default Routes and
Multiple Specific Routes are impacted in this way – see Sections 7.1.11 and 7.1.12).
In addition, any customer routing design for a customer VPN that is provisioned on both the partner and BT global
MPLS networks must take into account the fact that 2 MPLS networks are involved and that some routes between
customer sites will have 1 AS path added by the BT IP Connect Global service and some will have 2 AS paths added.
For capacity planning reasons, each customer can only have 10 VPNs across the interconnection as standard (for
interconnect capacity planning purposes). More can be ordered via Special Bid.
Note: Ethernet provided via a NNI is treat as uncontended i.e. Premium Ethernet
Provider Reach Out Network to Network Interface (PRO NNI) –for BT Alliance enabled Indirect channel only
BT Provider Reach Out Network to Network Interface (PRO NNI) is a physical managed link that enables the linking
of a partner’s physical network to BT’s IP VPN network. The purpose of the interface is to allow the partner to
“Reach Out” further than their own physical network can reach. By linking with BT’s network any partner has the
ability to offer services to their customers in locations that are reachable (directly or indirectly) by BT. The service
can only be used for the sole purpose of interconnecting the Partners end Customer site with BT’s IP Connect
global service.
There are 2 variants of PRO NNI implementation that are called Type A and Type B and they are described below.
The PRO NNI consists of:
 a PRO NNI Port(s)

 PRO NNI Link
 Type A or Type B Interconnect configuration
 Class of Service (“CoS”).
3.1.1.8.1 PRO NNI Port
The port in the PE may be in a shared PE, meaning it is also used by BT for other services, or may be in a dedicated
PE for interconnecting with the partner. The type of PE will be determined by BT and will be specified on the order
form.
PRO NNI port speeds are available from E3/T3 to GigE, and will be defined in the order form.
IP Addressing to be used on the Pro NNI will be mutually agreed between BT and the partner at time of contract.
3.1.1.8.2 PRO NNI Link
PRO NNI links are available at speeds from E3/T3 to GigE, For a given access speed there will be a pre-defined list
of available port speeds.If BT provides the PRO NNI link this is considered an Access Line.
A partner end customer cannot have a connection directly and via the PRO NNI if these connections are on the
same PE.
3.1.1.8.3 PRO NNI implementation
The partner is responsible for providing a single AS number acceptable to BT at time of ordering.
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The BGP prefix default setting at the PRO NNI interconnect is 500. It is the Partners responsibility to ensure that
the number of BGP prefixes at the PRO NNI interconnect can support the total number of VPN BGP Prefixes.
3.1.1.8.3.1 Type A (RFC: 4364 appendix A)
Type A Interconnects use a logical connection (VLAN) for each customer VPN (VRF) over the PRO NNI, where each
connection exchanges the customer VPN routing prefixes, (typically via eBGP), between the Service Provider and
the BT Network. The logical connections (VLANs) carry IPv4 packets.
3.1.1.8.3.2 Type B (RFC: 4364 appendix B)
Type B interconnects require a single logical connection (VLAN) over the PRO NNI and that connection (VLAN)
carries all customers VPN routing prefixes, via eBGP, between Service Provider and the BT Network.
The logical connection (VLAN) carries:
 customer traffic as MPLS-labelled IP packets

 IPv4 packets bearing VPNv4 eBGP packets with routing prefix/label information for all VPNs.
With type B there is a single logical connection that uses eBGP peering and BGP4+
Note. Type B PRO NNI may not be available in all locations due to the need for additional BT equipment; availability
will be confirmed as part of the quotation process.
3.1.1.8.4 Class of Service (CoS)
On the PRO NNI interconnect the Class of Service will be policed across all customer connections based on an
aggregated policy. The Partner is responsible for mapping their marking to BT’s proposed CoS scheme.
Subject to negotiation BT may consider remarking the CoS on behalf of the Partner.
BT will not make any provision for CE management bandwidth and it is the responsibility of the Partner where
they are managing the CEs that any CE management will be performed in band within the end user VPN.
3.1.1.8.5 Resiliency
There is no inherent resiliency within any given PRO NNI. Resiliency is achieved by provisioning s second PRO NNI
to work in parallel.
Customer VPN traffic will be initially automatically allocated to flow on either of the provisioned PRO NNIs,
operating as it’s Primary, with the other PRO NNI acting as the secondary.. This is automatically allocated on an
alternating basis and applies on a per-customer VPN basis.
The partner has the ability to override the initial primary / secondary allocations on a per-customer VPN basis. By
doing so the partner thereafter assumes full ownership of existing customer VPN allocations between primary &
secondary.
Any failure of a primary PRO NNI allocation will be automatically backed up by it’s secondary PRO NNI
allocation.2.1.6.6 Pro NNI Service Management Boundary (SMB)
The SMB for the PRO NNI is the PRO NNI port on the BT PE. This will be extended to include the PRO NNI link where
BT is the provider of this link.
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3.1.1.8.6 Service support
When a partner uses a PRO NNI to deliver services he should be using the Call Home Service model. This model is
the default service model for IP Connect global.
Physical Access Resilience
Note: Access Resilience is not available on all access types and not in combination with all other features. See the
Compatibility Matrixes for details.
Physical access resiliency can be used to increase the availability of a customer site, by providing two access
circuits. This option is only available for BT Managed CPE.
To support access resiliency, a customer will order two accesses on to two ports, two CoS profiles and one or two
CEs. The two accesses can be at different speeds, different Class of Service (CoS) speeds and use different
technologies (e g a dedicated leased line access backed by a DSL access). If full CoS support is required on the
back-up then it will be necessary to duplicate the primary access. However asymmetric back-up is a cost effective
solution for failure scenarios.
In the UK the primary and secondary access will need to be the same access and access speed. Also the same port
speed is required.
BT will ensure that the access / ports are terminated on Separate PE routers to insure against a single PE failure
within a PoP.
The primary access is always assumed to be the larger (or higher quality) access circuit in the case of an asymmetric
standby access.
The options for Access resilience are
 Standard
o Non-resilient
o Protected
 Access backup
o DSL / hVPN backup
 Secure
 Secure+
Access backup, Secure and Secure+ are only available as a Managed option
One access path is marked as the Primary. The other access is marked as the Failover. During normal operation
all traffic will be routed over the Primary. If this access fails then all traffic will be routed over the Failover port.
It should be noted that during normal operation the bandwidth available on the Failover port is not available to
transport customer traffic. This is why this form of access resilience is referred to as Primary / Standby - during a
failure scenario, traffic connectivity fails-over from the Primary access circuit to the Standby access circuit.
Customers may request up to 2 Failover tests per annum. These tests involve bringing down the primary access
leg deliberately and as such will need full co-operation with the customer at agreed specified times to ensure no
unexpected loss of service. The customer should raise a Trouble Ticket with the service desk in order to schedule
a test.
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Below is an overview of some of the common terms used when discussing Resilience.
Resilience is the ability of the network to provide and maintain an acceptable level of service following failures.
Dual Homed (or Dual Parenting) is where the service is connected to dual network points of presence. If the cable
is damaged from one local network point of presence to the customer premises the service can be delivered from
the surviving route to the customer.
Diverse Routing is where the carrier provides more than one route to bring the service from the network points
of presence, but they may share underground ducting and cabinets.
Separacy is were the carrier can provide more than one route to bring the services from the network points of
presence, but they may not share underground ducting and cabinets, and therefore should be absolutely separate
from the network points of presence to the customer premises.
Redundancy is the duplication of critical components of a system with the intention of increasing reliability
3.1.1.9.1 Standard
Standard Access consists of one CPE if managed, one Access link and one MPLS port. In the case of NxE1/T1 then
it will be modelled as a single commercial port and Access even though there may be N underlying Physical ports
and accesses. Standard Access is available for all Access speeds and technologies; i.e. Leased Line, Ethernet and
DSL.
The Access may be delivered as:
 Single non-resilient circuit

 Single circuit, protected (due to SDH delivery)
The type of delivery is dependent on location and Access supplier, and is not a selectable option.
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Figure 13: Standard Access
3.1.1.9.2 Access Backup
Access Backup consists of:
 One CPE ( or two CPE connected to the customer’s network at a specific site)
o Both CPE MUST be located on the same LAN segment.
o For >E1, the single CE option is not available
 A pair of Access links
 Termination on a pair of PE ports located in the same PoP (except where DSL is used as the backup
termination may terminate in the same POP, a separate POP or a secure network gateway)
The pair of links act as Primary and Standby – only one is active at any time (usually the primary unless it has
failed)
Options available are:
2 CPE:
 hVPN
o Primary = Leased Line or Ethernet, (NNI, DSL or hVPN are targeted to be available December
2014)
o Secondary = hVPN.
 DSL
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o Primary = Leased Line

o Secondary = DSL (Premium, Plus, Standard)
1 CPE:
 hVPN
o Primary = Leased Line or Ethernet (NNI or DSL are targeted to be available Decmber 2014)
o Secondary = hVPN (only limited subset of routers supported with this feature – see CE section)
 DSL
o Primary = Leased Line
o Secondary = Standard DSL (only limited subset of routers supported with this feature – see CE
section)
o 1 CPE option above is also available for Premium and Plus DSL in France when using IP Direct.
Note: The following restrictions apply:
 Standard DSL/hVPN, single CPE solution is only possible with a primary access which is <= 2Mb/s.
 Standard DSL/hVPN supports only static routing. Therefore, routing required under primary failure
conditions must be maintained if there are any changes.
 ISDN Back Up is not available for Standard DSL/hVPN. This requires dynamic routing which is not available
for Standard DSL.
 Standard DSL/hVPN supports DE traffic only. The COS specific SLA is invalid during backup conditions.
 Where Standard DSL/hVPN is used as a Back Up with a single CE, then Reactive Management only will be
available.
 As DSL/hVPN only supports a single VPN, the VPN to be backed up will be the Primary VPN. The Primary
VPN must be selected during order capture.
 Resiliency for NNI is limited to a select list of countries. See the HVPN service description for details.
 Access Backup is only available on a BT Managed service
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Figure 14: DSL Access Backup
Figure 15: hVPN Access Backup
3.1.1.9.3 ISDN Dial Around the Cloud for IP Connect Global Managed CPE option
ISDN Dial Around the Cloud is subject to the local Operational team approval. It is not a standard feature and
included for completeness only. The local Operational team may offer to support ISDN Dial Around the Cloud
provided:
 The local BT customer engineering team is responsible for the routing design, including the fail-over behaviour.
 The fail-over routing should be designed to work correctly without requiring non-standard routing
configuration on the PEs. This would exclude combinations of static and dynamic routing for one site, or routing
weights or preferences applied to specific routes on the PE.
 The fail-over design would need to be designed as follows:
 With static routing CE-PE, the back-up site (i.e. the dial hub) would have to include appropriate less-specific
routes (covering the more-specific routes from the backed-up sites).
 With eBGP CPE-PE, the back-up site CPE (i.e. the dial hub) would need either to advertise a less-specific route
(covering the more-specific routes from the backed-up sites or to advertise the routes from the backed-up
sites upon failure.
 Only the primary VPN connection will be supported when in ISDN backup Mode.
The Customer is responsible for the order, install, rental & call charges for the ISDN connections. The ISDN
connection is not monitored by BT.
3.1.1.9.4 Secure
Secure Access consists of:
 Two CPE connected to the customer’s network at a specific site

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o Both CPE MUST be located on the same LAN Segment.

 Termination on a pair of PEs located in the same PoP
The pair of links act as Primary and Standby – only one is active at any time (usually the primary unless it has
failed).
The Secondary Port Speed must be <= the Primary Port Speed. Note that VPNs on the Secondary can be defined
differently to those on the Primary (DSCP CoS)
 Primary = Leased Line, Secondary = Leased Line

 Primary = Ethernet , Secondary = Ethernet
 Primary = Leased Line, Secondary = Ethernet
 Primary = Ethernet , Secondary = Leased Line
The Access will be delivered with Diversity – no Separacy guarantee
Secure is only available on a BT Managed service
Secure may not be available in all Countries. Availability should be checked using the Sales Catalog or by obtaining
a quote using SQE.
Bidirectional forwarding detection (BFD) can be ordered as an option for ethernet access (standard timer 999*4)
. This option allows rapid failure detection time, and provides the customer with an enhanced convergence time
on resilient access, essential for applications which are sensitive to a drop in performance such as call centres.
Special bid will be required for BFD on Leased line or for an other timer on Ethernet access.
Figure 16: Secure Access
3.1.1.9.5 Secure+
Secure+ Access consists of:
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 Two CPE connected to the customer’s network at a specific site

o Both CPE MUST be located in the same LAN Segment.
 The two network ports are terminated on PE’s which are located in two physically separated PoP sites
The Secondary Port Speed must be <= the Primary Port Speed. Note that VPNs on the Secondary can be defined
differently to those on the Primary (DSCP CoS)
 Primary = Leased Line, Secondary = Leased Line

 Primary = Ethernet , Secondary = Ethernet
 Primary = Leased Line, Secondary = Ethernet
 Primary = Ethernet , Secondary = Leased Line
The Access will be delivered with Diversity – no separacy guarantee
Secure+ is only available on a BT Managed service
Secure+ may not be available in all countries and availability should be checked.
Bidirectional forwarding detection (BFD) can be ordered as an option for threshol access (standard timer 999*4).
This option allows rapid failure detection time, and provides the customer with an enhanced convergence time on
resilient access, essential for applications which are sensitive to a drop in performance such as call centres. Special
bid will be required for BFD on Leased line or for an other timer on Ethernet access.
Figure 17: Secure+ Access
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3.1.1.9.6 Failover Port
Failover Port is an access option that can be used to increase the availability of a customer site, by providing two
access circuits. This option is only available for BT Managed CPE. The failover port pricing is only available if primary
and secondary circuits go to the same IP Connect Global PoP (for exceptions please refer to the Pricing Guide). Where
the secondary circuit is provisioned to a separate PoP location then this port should be priced as using normal MPLS
port and Class of Service pricing.
Two levels of resilience need to be considered:
 Layer 3 Resilience - the ability to increase resilience at Layer 3 to reduce the impact to customer service if an
outage occurs (e.g. diverse IP routing paths).
 Physical Access Resilience - the ability to increase resilience at layer 1 to reduce the likelihood of an outage
occurring (e.g. using SDH protected ring leased lines or diverse physical access routing. Note this level of
resilience is dependant on local conditions and availability).
The Failover Port solution is primarily concerned with layer 3 resilience, however it should be noted that it is essential
to ensure that adequate physical access resilience is used, otherwise both accesses may be lost at the same time -
where they are both routed through the same broken duct, for example.
To support Failover port resilience, a customer will order two accesses on separate DCAs corresponding to two ports,
two CoS profiles and two CEs. The two accesses can be at different speeds, different Class of Service (CoS) speeds 3
and use different technologies (e g a dedicated leased line access backed by a DSL access). If full CoS support is
required on the back-up then it will be necessary to duplicate the primary access. However asymmetric back-up is a
cost effective solution for failure scenarios. In the UK, using Enhanced UK Access, it is not possible to mix different
speeds, access technologies and CoS speeds on the primary and secondary.
To insure against a single PE failure within a PoP it it important to ensure the access / ports are terminated on
Separate PE routers. This is especially important in case of Aggregated Ethernet access, where usually there’s only a
single hub circuit from each supplier, therefore to ensure PE diversity
 Either two separate Aggregated Ethernet suppliers has to be used (if they are on separate PEs)
 Or one leg has to be delivered using Aggregated Ethernet while the order as Point to Point Ethernet
connected to a separate PE.
The primary access is always assumed to be the larger (or higher quality) access circuit in the case of an asymmetric
standby access.
Error! Reference source not found. specifies the combinations of access options which will support Failover Port. A
customer can mix and match access types as defined below.
3 Although the CoS profile for the secondary port of a failover pair is ordered, it is not charged.
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Primary Access Standby Access

(Choose One) (Choose One)
Dedicated Access: Dedicated Access:
n x 64Kbps (64Kbps-1984Kbps) n x 64Kbps (64Kbps-1984Kbps)
E1/T1 E1/T1
n x E1/T1 (FRF16.1) n x E1/T1 (FRF16.1)
E3/T3 E3/T3
STM-1/OC3 (Including sub-rate ports) STM-1/OC3 (Including sub-rate ports)
Ethernet Access:* Ethernet Access:*

10, 100, 1000 Mbps 10, 100, 1000 Mbps
DSL Access:
Premium
Plus
Standard (See section Error! Reference source not
found.)
Internet Based Access (a.k.a. Hybrid VPN)

Table 12: Supported Access Types
One access path is marked as the Primary. The other access is marked as the Failover. During normal operation all
traffic will be routed over the Primary. If this access fails then all traffic will be routed over the Failover port. This
operation is shown in Error! Reference source not found..
Note: DSL and Hybrid VPN are not available as a Primary Link (only as stand-by) in a Failover scenario.
Note: FRF16.1 is limited to certain primary-failover options, please refer to the FRF16.1 launch brief.
Note *: Ethernet Access can only be used in combination with another Ethernet Access or Dedicated (leased line)
access.
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During normal operation all

traffic to and from the
customer site flows over
the primary link
BT MPLS PoP
Customer Site
CE Primary PE
NTU
Access Customer
HSRP VPN
CE Failover PE
NTU
Access
BT MPLS PoP
Customer Site
CE Primary PE
NTU
Access Customer
HSRP VPN
CE Failover PE
NTU
Access
During a failure to primary

access, CE or PE then all
traffic to and from the
customer site flows over
the failover link
Figure 18: Failover Port
It should be noted that during normal operation the bandwidth available on the Failover port is not available to
transport customer traffic. This is why this form of access resilience is referred to as Primary / Standby - during a
failure scenario, traffic connectivity fails-over from the Primary access circuit to the Standby access circuit.
Customers may request up to 2 Failover tests per annum. These tests involve bringing down the primary access leg
deliberately and as such will need full co-operation with the customer at agreed specified times to ensure no
unexpected loss of service. The customer should raise a Trouble Ticket with the service desk in order to schedule a
test.
3.1.1.9.7 Summary of Access Resilience Options
The following resilience combinations are supported as standard on IP Connect Global.
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EFM
FM
L
DS
e
tE
Lin
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et
et
FM
ium
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DS
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ern
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lus
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E th
Eth
dL
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lien
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dP
dP
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ase
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um
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ard
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16.
ase
ase
sed
I Le
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sD
PR
mi
mi
mi
sE
sE
nd
nd
nd
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PN
Re
ne
IP B
FRF
Lea
Pre
Pre
Pre
Plu
Plu
Plu
NN
NN
Sta
Sta
Sta
PO
No
hV
CP
Primary access / secondary access
PE
Leased line excluding FRF16.1 Y
Prem ium Ethernet Y
Standard - Customer
Plus Ethernet Y
managed CPE
Standard Ethernet Y
Prem ium Ethernet EFM Y 0 1 1
Plus Ethernet EFM Y
Standard Ethernet EFM Y
Prem ium DSL Y
Plus DSL Y
Leased line Y
NNI Leased Line Y
Prem ium Ethernet Y
Standard - BT supplied
Plus Ethernet Y
and managed CPE
Standard Ethernet Y
Prem ium Ethernet EFM Y
Plus Ethernet EFM Y 1 1 1
Standard Ethernet EFM Y
NNI Ethernet Y
Prem ium DSL Y
Plus DSL Y
Standard DSL Y
HVPN Y
Y Y Y Y Y Y 2 2 1 (2)
Leased line <=2M
Y Y Y Y 1 2 1 (2)
2 2
Access backup
Leased line >2M Y Y Y 1 (2)

Y 2 2 1 (2)
Prem ium Ethernet
Y 1 2 1 (2)
Y 2 2 1 (2)
Plus Ethernet
Y 1 2 1 (2)
Y 2 2 1 (2)
Standard Ethernet
Y 1 2 1 (2)
Leased line Y Y Y Y Y Y Y Y
NNI Leased Line Y Y
Prem ium Ethernet Y Y Y Y Y Y Y Y
Plus Ethernet Y Y Y Y Y Y
Secure
Standard Ethernet Y Y Y Y 2 2 1
Prem ium Ethernet EFM
Plus Ethernet EFM
Standard Ethernet EFM
NNI Ethernet Y Y
Leased line Y Y Y Y Y Y Y Y
NNI Leased Line Y Y
Prem ium Ethernet Y Y Y Y Y Y Y Y
Secure+
Plus Ethernet Y Y Y Y Y Y
Standard Ethernet Y Y Y Y 2 2 2
Prem ium Ethernet EFM
Plus Ethernet EFM
Standard Ethernet EFM
NNI Ethernet Y Y
Table 13: Available Access resiliency options
Note: Premium Ethernet backed up by hVPN with a single CPE is only available in a limited number of countries
where the CPE supplier for hVPN is Unisys and when the two are ordered together as hVPN cannot be ordered
without CPE
3.1.1.9.8 Resiliency on unbundled services
When customers want BT to deliver additional resiliency to a site that is customer managed this can be done
however restrictions apply compared to resiliency on a BT managed service as the delivered resiliency are seen as
2 separate services with no linking between them. This means:
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 It is not possible to quote a Access Backup, Secure or Secure+ service.

 Two separate quotes / orders can be done for 2 separate services to the nearest BT POP (the access quote is
always to the nearest node).
 A quote for a second service from the customer site to a different BT POP will require a special bid.
 There is no PE or access seperacy guaranteed in the case of 2 orders for 2 separate circuits from the customer
site to the nearest BT POP.
 There is no combined (higher) SLA for the customer site. There is a SLA for each individual service into the site.
Anything else as the above described implementation will require a special bid.
3.1.1.9.9 Dual Access Diversity
Diversity should not be confused with Separacy. Even two adjacent ducts, whilst fulfilling the requirements of
diversity, may be lost through a single network incident resulting in the loss of both paths.
A very important point is that diversity or separacy at the customer site is subject to supplier, or suppliers
availability and in many cases cannot be identified until a firm order is placed and the PTT makes appropriate
checks. This may incur additional charges and delays in processing the access orders.
As part of the APE pricing process Resilient access must be requested and it will be manually priced by the Standard
Costing Team. Where possible, checks will be made with the PTT to see if separate building access is available,
however, in majority of cases will not be able to be checked until a firm quote is requested and in some cases
checks will not be able to be made until the orders are placed.
Using multiple suppliers will often make the checks more difficult as each supplier will not know how each other’s
service is delivered.
When the access line quotes provided via APE are identified as firm, this relates to the pricing of the access circuit
only and does not indicate that resiliency is guaranteed. This will often not be known until the survey is performed
or in some cases until the access is delivered. Customer site contact information is mandatory in order to perform
the site survey.
When quotes for Secure/Secure+ access has been returned check to see if the Standard Costing Team member
entered any comments about customer site entrance diversity, if not ask them if customer site entrance diversity
was able to be checked.
Even when separacy has been indicated as available they may not be capacity available at the time of the install.
In cases where customer entrance separacy of access is a firm requirement the selling sales channel will need to
perform additional steps. There is no standard process for customer entrance separacy and will vary by country,
supplier and even region. These steps may include (but not limited to):
 Identify if the customer building has separate access entrances – often the customer will need to ask their
building management.
 If the building does have separate access entrances, establish which suppliers have access to them
 In some cases, the Standard Costing Team might be able to get confirmation from the providers of what is
possible
 Establish via the installing country coordinator if there is a local process for ordering separacy
 Engagement of the local supplier management team and supplier account team may be necessary
Where possible it is recommended that the Primary access is ordered and delivered prior to requesting the
Secondary access with separacy.
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Any charges levied by the supplier in performing the survey will be passed onto the customer. In some cases the
access circuit installation and monthly rental charges may be higher.
The checks and surveys will often take many weeks and will extenuate the lead-times to deliver the access circuits.
Both the customer and sales team should take this it account when planning the delivery lead-times.
If building entrance separacy is found not to be available but a customer wants to investigate potential build out,
the customer needs to investigate directly with their building management and/or the PTT
Every offer is subject to local building and supplier capability and customer site entrance diversity or separacy
should not be committed to.
Even when services have been delivered with diversity or separacy it is possible that the supplier may re-
engineer during the term and the separacy may be lost.
3.1.2 Routing and IP Layer Resilience

IP Address Support
Customers must use either public addresses, registered to them, or private addresses, (as per RFC 1918).
Addresses at customer sites within the same VPN must be unique (except for the Multiple Specific Route feature,
see Section 3.1.2.7) and non-overlapping (except for Default Route support, see Section 3.1.2.5), and must be
exclusive to that site.
CE to PE Routing
Static Routing is the default method of routing between the CE and PE for all VPNs (customer VPNs and Internet).
Dynamic routing (BGP4) is also supported as standard as follows:
 Orderable on all Leased Line Accesses

 Orderable on all Premium and Plus DSL Accesses
 Default on all secure Ethernet accesses.
Where the customer requires dynamic routing to any customer LAN, (Section 3.1.2.4), the PE to CE routing must
be dynamic for that VPN, (see Section 3.1.2.2.2).
Note: Where the customer requires static routing to the customer LAN (see Figure 19), then the PE to CE routing
could be either dynamic or static, however, it is recommended to use static routes (as this does not use up BGP
resources on the PE or require ASNs to be allocated unnecessarily).
There are two exceptions to the above:
 If there are many static routes that change frequently it is better to use dynamic routing.
 Ethernet access, where there are advantages to using dynamic routing, and so for this type of access the
recommendation is to use BGP wherever possible.
3.1.2.2.1 Static Routing
The following information is used to configure static routing:
 CPE loopback address. This address is used as the next hop address for the static routes. For Managed CPE on
IP Connect Global, BT will provide a registered IP address. This must be supplied by the customer / distributor
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and must be unique across the whole IP Connect Global network and so it is recommended that it is a registered
(IANA) IP address.
 Network prefixes. IP Connect Global can support between 1 and 20 network prefixes (i.e. network address
and subnet mask) to any customer VPN. For Customer Managed CPE on IP Connect Global, this must include
the CPE LAN network address(es) and subnet mask(s).
3.1.2.2.2 BGP-4 Routing
The following information is used to configure dynamic routing:
 eBGP peer address. This address is used for BGP4 peering.

 For IP Connect Global Leased-line accesses with Managed CPE , BT will provide a registered IP address which
will act as the CPE Management address and as the eBGP peering address.
 For Ethernet accesses, BT will still provide a registered IP address for CPE management , but the customer must
also provide a /30 subnet from within their own addressing scheme which will be used to provide the WAN
sub-interface address on PE and CE, and will also be used as the eBGP Peering address. By default the lower of
the two addresses would be used, by BT, on the PE sub-interface.
 For IP Connect Global leased-line accesses with Customer Managed CPE, the address to be used for eBGP
peering must be supplied by the customer / distributor and must be unique across the customer’s whole IP
Connect Global network and so it is recommended that it is a registered IP address.
 For IP Connect Global Ethernet accesses with Customer managed CPE, BT will no longer supply a registered IP
address for CPE management, but the customer must still provide a /30 subnet from within their own
addressing scheme which will be used to provide the WAN sub-interface address on PE and CE, and will also
be used as the eBGP Peering address. By default the lower of the two addresses would be used, by BT, on the
PE sub-interface.
The following information is also needed to configure the CE:
 For Leased line accesses, PE Loopback / BGP address and ASN in order to set up the BGP4 routing. This address
can be found by looking up the specific PE that will support the customer access on Classic and subsequently
using this PE information to check the PE IP loopback Address on the rPACS system.
 For Ethernet accesses, the Peering address is the PE-end of the /30 subnet supplied by the customer, NOT the
PE loopback address.
 Autonomous System Number. This is used for BGP routing. The ASN must be unique for each site. For Managed
CPE IP Connect Global, if the customer does not select an ASN, one will be provided by BT from the private
number range (64512 to 65534). For Customer Managed CPE IP Connect Global this must be provided by the
customer / distributor, the ASN can either be registered to the customer or be from the private AS range.
 CPE LAN address and subnet mask. When using BGP-4, there is a limit of 50 network prefixes per site that can
be advertised to the IP Connect Global core. If the customer exceeds this limit then the service levels for the
customer (and other customers) may be jeopardised. If the limit is excessively exceeded then the connection
may be taken down without warning. This limit applies across all VPNs. The BGP4 timer values used by the IP
Connect Global PE are left at their default values and it is recommended that the CE also uses default BGP4
timer values. Ethernet access uses timer values of 10 and 30 on the CPE to speed up re-routing on link-
failure.(The PE picks up the timer values from the CPE)
Number of BGP Prefixes supported:
 Standard: 50, 100, 200, 500

 Special Bid required: 1000, 1500, 2000, 2000, 2500, 3000, 3500, 4000, 4500, 5000, 5500, 6000, 6500, 7000,
7500, 8000, 8500, 9000, 9500, 10000, 10500, 11000, 11500, 12000, 12500, 13000, 13500, 14000, 14500, 15000
All traffic from UK to global destinations goes via the UK – IP Connect Global interconnect and so has restrictions
on number of prefixes that can be supported (4000 BGP prefixes per VPN at launch).
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Intra-VPN Routing
All traffic within a customer’s VPN is provided on an any-to-any routing basis. If a customer has multiple VPNs no
connectivity will be provided between the VPNs as this would contradict the security of having separate VPNs. The
customer can link multiple VPNs within their own domain if they wish.
Routing to Customer LAN for the Managed CPE Option
Routing between the CPE and the Customer’s LAN can be achieved in the following ways:
 Static routing (up to 19 prefixes, however see Section 3.1.2.4.1 for how additional customer VPNs are handled)
with a default route pointing to the PE, (see below figure).
 Dynamic routing. Designs are subject to approval by the operational team responsible for the CPE
management. Note that the 800 series routers used for some DSL access do not support dynamic routing.
static routes static routes
Site 1 BGP-4 or BGP-4 or Site 2

MPLS Core
static static CPE2
CPE1 PE1 PE2
Default Default
route static routes route
distributed by BGP-4
Figure 19: Standard Routing Support for BT Managed CPE
3.1.2.4.1 Multiple Customer VPNs
Multiple Customer VPNs are implemented in using Multi VRF (VRF Lite) on all the customer VPNs in the CE router
with separate VRF tables in both the PE and CE to forward and separate traffic between the VPNs.
If there is a customer router on the LAN, other hosts on the additional LAN and VLANs must have this router
configured as their default Gateway thus using the LAN for all local traffic. If the CE router is configured as the
default Gateway, then traffic from these hosts to any networks behind the customer Gateway router will
trombone via the PE as shown below, (see below figure). It is important that customers are aware of this limitation
and configure local equipment to point directly to a Gateway router, not the CE router.
Customer gateway
router or firewall
CE
PE
DLCI 201
Additional VPN LAN

Customer host
Figure 20: CE router as default Gateway (not recommended!)
Note: For UK access up to 10 Multiple VPNs per customer are permitted. This is a limitation on the UK-RoW
interconnect.
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Default Route Support
Customers who have connections to other networks (e.g. the Internet), can choose to have a default route
supported at one site in the VPN which has the connection to the other network, (see Figure 21). For this site, the
default route at the CPE points to the router/Gateway/firewall connecting to the other network. The default route
from this site is then distributed to the PE and on to other Pes via BGP-4.
Default routes can be supported on all customer VPNs.
Static routes and default

route to
firewall/gateway/router
static routes
BGP-4 / Firewall
BGP-4 Site 2
Site 1 Static
MPLS Core
CPE1 PE1 PE2 CPE2
Default Specific
route routes to Gateway /
other sites Router
Figure 21: Default Route Support

Multiple Default Routes
The Multiple Default Route feature allows a customer VPN to support up to 5 default routes (typically for Internet
access). This allows the customer to have regional break-out to the Internet (or other networks). The customer
can specify up to 5 routing Gateways where the default routes are defined. The non-Gateway sites can then choose
which of these routing Gateways will be their preferred Gateway. This is illustrated in Figure 22. In the example
shown the customer has defined 3 routing Gateways (A, B and C), and the non-Gateway sites have preferences as
indicated: sites 1 to 5 prefer Gateway A, sites 6 and 7 prefer Gateway B and sites 8 to 10 prefer Gateway C. Also
shown in this example is site 11 which has a default route to the Internet, but is not declared as a routing Gateway
and so is not preferred by any non-Gateway site.
There are two scenarios to consider with this feature in the context of IP Connect global, one where all the
customer sites (Gateway and non-Gateway) are located on a single network platform (i.e. all on the RoW (IP
Connect global) or UK (IPClear) network, with no use of the interconnect), and a second where the sites are split
across the two network platforms and use the UK-RoW network interconnect to support communication between
sites on the different network platforms.
Multiple Default Routes is a complex routing feature and a number of things must be noted:
 The systems engineer must fully understand the customer network and the workings and restrictions of this
feature before ordering it.
 Non-Gateway sites do not have to select a preferred Gateway. If they do not, then the IP Connect Global
internal routing protocol will select the “nearest” Gateway (which may or may not be a declared Gateway)
using the routing protocol metrics.
 All non-Gateway sites homed to the same PE, if selecting a preferred Gateway, MUST use the same preferred
Gateway (e.g. in the examples above, sites 1 and 2 must select the same preferred Gateway). This may be
restrictive for DSL access which may all be homed to the same Gateway (PE).
 Non-Gateway sites on the same PE as a Gateway site must use that Gateway site as the preferred Gateway.
 For a VPN, there cannot be more than 1 Gateway site on a PE.
 The selection of the routing Gateway that is used under resilience is done by the IP Connect Global internal
routing protocol and a non-declared Gateway may be used.
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The declaration of routing Gateways and the preference for non-Gateway sites will need to be captured by the
config specialist in interaction with customer.
Scenario 1 – Single Network Platform Solution
This scenario is illustrated in Figure 22. In the example shown the customer has defined 3 routing Gateways (A, B
and C), and the non-Gateway sites have preferences as indicated: sites 1 to 5 prefer Gateway A, sites 6 and 7 prefer
Gateway B and sites 8 to 10 prefer Gateway C. Also shown in this example is site 11 which has a default route to
the Internet, but is not declared as a routing Gateway and so can not be selected as the preferred Gateway by any
non-Gateway site.
4
5 6 7 8
9
3
2 BT MPLS 10
Core
1
Customer VPN
Other
Customer
sites
11
Customer Customer To Internet

Routing Customer
Routing Routing
Gateway A Gateway C
Gateway B
To Internet To Internet To Internet

Figure 22: Multiple Default Routes
The Multiple Default Route feature is resilient. This means that if a preferred Gateway fails then the non-Gateway
sites will start using another site advertising a default route (this may or may not be a declared preferred routing
Gateway). For example, if the access line to Gateway C fails, then non-Gateway sites 8, 9 and 10 will start using
other Gateways, sites 8, and 9 may use Gateway B and site 10 will use the default route from site 11, (in Figure
23). The selection of the Gateway that is used under resilience is done by the IP Connect Global internal routing
protocol selecting the “nearest” Gateway according to the routing metrics – the customer cannot select the
Gateway that will be used under failure conditions.
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4
5 6 7 8
9
3
2 BT MPLS 10
Core
1
Customer VPN
Other
Customer
sites
11
Customer
Routing
Gateway A
Customer
Routing
Customer
Routing X To Internet
Gateway B Gateway C
To Internet To Internet To Internet

Figure 23: Multiple Default Routes under Failure
Scenario 2 – Dual Network Platform Solution
If a customer requires gateways on both sides of the UK-Global network interconnect then a total of 5 gateways
can be specified, split between the two platforms. Each gateway can only be specified as a ‘preferred gateway’
for sites attached to the same platform; it will not be possible to select a gateway on the alternative platform. .
Each Gateway in a VPN will be specified by a Gateway Index (1 through 5). The same index cannot be used in both
platforms e.g. if there are 2 gateways in the UK Gateway Index 1 and 2 then an 2 additional gateways are required
in the ROW then these should be Gateway Index 3 and 4. There will not be any system constraining this day 1 and
it will be the responsibility of the system engineer to ensure that this constraint is applied.
If a Gateway site fails, then traffic will use another site within the same platform advertising a default route (which
may or may not be a declared preferred Gateway). Should all available Gateways fail on the platform to which the
site is attached, and one or more Gateways are available on the alternative platform in this VPN, traffic may use
these Gateways but the choice of which Gateway with be determined by the network and is not customer
selectable.
If Gateways are only configured on one platform, then sites in the other platform should not express a preferred
Gateway; these sites will route default traffic to the Gateway ‘nearest’ to the Interconnect as chosen by the
internal routing protocol.
An example legitimate configuration is shown in figure 23 below.
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Figure 24– Multiple Default Routes across both Network Platforms
3.1.2.6.1 Interworking with other Features
This feature can be used with other IP Connect Global features and as follows:
 Available for dynamically routed sites only.

 Multiple default routes can be used in the same VPN as the other features that use routing Gateways – i.e.
multiple specific routes (Section 3.1.2.7). However any declaration of a site as a routing Gateway holds for all
of these features and only 5 routing Gateways in total can be declared for a VPN, and any preference made for
a non-Gateway site hold for all three features.
 This feature will work with resilient access, however, both legs of the resilient access for a Gateway site must
use the same Gateway ID.
 See the Compatibility Matrix, (in Section 3.1.1), for any other features / access types that cannot support this
feature.
3.1.2.6.2 Availability
The Multiple Default Routes feature is available as follows:
 As standard for new customers where all non-Gateway sites homed to a IP Connect Global PoP use the same
preferred Gateway, and if that PoP has a Gateway site, then that must be the preferred Gateway.
 Via the BT Bid Process for new customers where non-Gateway sites homed to a IP Connect Global PoP use
different preferred Gateways, or a Gateway at a different PoP.
 Via the BT Bid Process for existing customers.
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Multiple Specific Route Support
The Multiple Explicit Route feature uses the same technology as the Multiple Default Route feature
(Section 3.1.2.6) and allows a customer VPN to support up to 5 routes to the same specific addresses.
This is a useful technique for a customer data centre that has multiple access lines where each of the
access lines is declared as a routing Gateway. The non-Gateway sites can then choose which of these
routing Gateways will be their preferred Gateway to get to the data centre and so effect a form of load
sharing for the data centre.
There are two scenarios to consider with this feature in the context of IP Connect global, one where all
the customer sites (Gateway and non-Gateway) are located on a single network platform (i.e. all on the
RoW (IP Connect global) or UK (IPClear) network, with no use of the interconnect), and a second where
the sites are split across the two network platforms and use the UK-RoW network interconnect to support
communication between sites on the different network platforms.
Multiple Specific Routes is a complex routing feature and a number of things must be noted:
 The systems engineer must fully understand the customer network and the workings and restrictions
of this feature before ordering it.
 Non-Gateway sites do not have to select a preferred Gateway. If they do not, then the BT iVPN internal
routing protocol will select the “nearest” Gateway (which may or may not be a declared Gateway) using
the routing protocol metrics.
 All non-Gateway sites homed to the same PE, if selecting a preferred Gateway, MUST use the same
preferred Gateway. This may be restrictive for DSL access which may all be homed to the same Gateway
(PE).
 Non-Gateway sites on the same PE as a Gateway site must use that Gateway site as the preferred
Gateway.
 For a VPN, there cannot be more than 1 Gateway site on a PE.
 The selection of the routing Gateway that is used under failure is done by the BT IVPN internal routing
protocol and a non-declared Gateway may be used.
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Scenario 1 – Single Network Platform Solution
This is illustrated in Figure 25. In the example shown the customer has defined 3 routing Gateways (A, B
and C) to their data centre, and the non-Gateway sites have preferences as indicated: sites 1 to 5 prefer
Gateway A, sites 6 and 7 prefer Gateway B and sites 8 to 10 prefer Gateway C.
4
5 6 7 8
9
3
2 BT MPLS 10
Core
1
Customer VPN
Other 11
Customer
sites
Customer Customer Customer

Routing Routing Routing
Gateway A Gateway B Gateway C
Data Centre with 3 access lines
Figure 25: Multiple Specific Routes
The multiple explicit route feature is resilient. This means that if a preferred Gateway fails then the non-Gateway
sites will start using another site advertising a specific route (this may or may not be a declared preferred routing
Gateway). For example, if the access line to Gateway C fails, then non-Gateway sites 8, 9, 10 and 11 will start using
Gateway B (see above figure). The selection of the Gateway that is used under resilience is done by the IP Connect
Global internal routing protocol selecting the “nearest” Gateway according to the routing metrics. Note: the
customer cannot select the Gateway that will be used under failure conditions.
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4
5 6 7 8
9
3
2 BT MPLS 10
Core
1
Customer VPN
Other 11
Customer
sites
Customer Customer Customer

Routing
Gateway A
Routing
Gateway B
Routing
X
Gateway C
Data Centre with 3 access lines
Figure 26 : Multiple Explicit Routes under Failure
Scenario 2 – Dual Network Platform Solution
If a customer requires gateways on both sides of the UK-Global network interconnect then a total of 5
gateways can be specified, split between the two platforms. Each gateway can only be specified as a
‘preferred gateway’ for sites attached to the same platform; it will not be possible to select a gateway on
the alternative platform. Each Gateway in a VPN will be specified by a Gateway Index (1 through 5). The
same index cannot be used in both platforms e.g. if there are 2 gateways in the UK Gateway Index 1 and
2 then an 2 additional gateways are required in the ROW then these should be Gateway Index 3 and 4.
There will not be any system constraining this day 1 and it will be the responsibility of the system engineer
to ensure that this constraint is applied.
If a Gateway site fails, then traffic will use another site within the same platform advertising the specific
route (which may or may not be a declared preferred Gateway). Should all available Gateways fail on the
platform to which the site is attached, and one or more Gateways are available on the alternative
platform in this VPN, traffic may use these Gateways but the choice of which Gateway with be determined
by the network and is not customer selectable.
If Gateways are only configured on one platform, then sites in the other platform should not express a
preferred Gateway; these sites will route traffic to the Gateway ‘nearest’ to the Interconnect as chosen
by the internal routing protocol.
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An example legitimate configuration is shown in figure 26 below.
Figure 27– Multiple Specific Routes across both Network Platforms
3.1.2.7.1 Interworking with other Features
This feature can be used with other IP Connect Global features as follows:
 Available for both static and dynamically routed sites.

 Available with multiple default routes
 Multiple explicit routes can be used in the same VPN as the other features that use routing Gateways – i.e.
multiple default routes (Section 3.1.2.6). However any declaration of a site as a routing Gateway holds for all
of these features and only 5 routing Gateways in total can be declared for a VPN, and any preference made for
a non-Gateway site hold for all three features.
 This feature will work with resilient access, however, both legs of the resilient access for a Gateway site must use
the same Gateway ID.
3.1.2.7.2 Availability
The Multiple Specific Routes feature is available as follows:
 As standard for new customers where all non-Gateway sites homed to a IP Connect Global PoP use the same
preferred Gateway, and if that PoP has a Gateway site, then that must be the preferred Gateway.
 Via the BT Bid Process for new customers where non-Gateway sites homed to a IP Connect Global PoP use
different preferred Gateways, or a Gateway at a different PoP.
 Via the BT Bid Process for existing customers.
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Flexiport
Flexiport “pay-as-you-go” bandwidth is available via Special Bid
This feature is not currently available for Indirect Channel Partners.
Flexiport allows customers to buy a higher speed port for a substantially discounted Flexiport price. Only if the
customer exceeds 50% of that port speed for more than five days in a month will we add a surcharge to the invoice
of the following month.
There are many reasons why customers want such an offering. Customers may have a need for sudden or planned
increases in their IP Connect bandwidth without committing to the higher bandwidth costs on a long term basis,
customers want to handle large volumes of data transfer and pay for higher bandwidth only when used. Typical
example will be off-site storage backup, data centre applications or support of the latest high quality Unified
Comms applications. Customers want the capability when needed, no time delaying configuration changes.
Important Points to Note
 Only available via Special Bid – use Template ‘Port – Flexiport’

 Propose Flexiport solution only if we cannot win business any other way. Please where possible try to
sell the standard IP Connect service
 There is a continuous need for manual adjustments to customer billing and internal cost transfers. As
such should only be offered to customers that have contract or service manager involvement.
 Maximum we are able to offer is 100M or 10% of the bandwidth connected to a node.
 Not available in Bahrain, China, Saudi, Taiwan, Thailand and UAE
 Only for Primary Ethernet or Lease Line connections, should not be used for already discounted resilient
Ports
 As standard burst threshold is 50% on the configured port. This can be changed on case basis but must
be same for ALL of the customers Flexiport sites
 Pricing is set via the Flexiport Calculator tool. Flexiport currently is not part of the Standard Pricing or
BCM tools
Further information
Flexiport customer presentation
Flexiport Data Sheet
Flexiport Bid Boiler Plate text
Flexiport product definition
Flexiport Training
Ask IP Connect
3.1.3 High level physical network architecture

Overview
BT IP Connect Global uses 2 MPLS network with interconnections between them

• The Global MPLS network with points of presence in over 100 locations, providing a global backbone, and
• The UK Domestic network with points of presence across the United Kingdom (with PoPs in England,
Scotland, Wales and Northern Ireland)
The AS numbers for the networks are:

 12641 for BT’s Global Network
 2856 for BT’s UK Network
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SDH Access
hVPN
UK Domestic / Ethernet access

other 3rd party
MPLS Network Internet
DSL
Global MPLS Network
SDH Access Ethernet access DSL networks

networks networks
Figure 28: MPLS Networks

The MPLS technology for the BT IP Connect Global service is limited to the 2 MPLS networks, it does not extend
into the access networks.
If a customer site requires multiple VPNs, then these are extended into the access networks using an appropriate
layer 2 technology. (Frame relay for Leased lines, and VLANs for Ethernet).
The interconnection between the global MPLS network and the UK Domestic MPLS network is a “Type A”
Interconnect; i.e. using Ipv4 as opposed to MPLS.
Customers which have a VPN that is provisioned off of the global and the UK domestic MPLS networks must have
their VPNs connected at the point of interconnect. Each such customer VPN is provisioned over 3 interconnects,
with one acting as primary connection from a routing perspective and the others acting as backup. These
connections operate in Hot Standby mode; i.e. only one carrying traffic at a time with the other acting as backup.
Standard eBGP is used for routing over the interconnection with one eBGP session per customer connection.
This means that any feature using MPLS specific information (route distinguishers) will not work across the
interconnection in the same way as they would work in a single MPLS network. Multiple Default Routes and
Multiple Specific Routes are impacted in this way.
In addition, any customer routing design for a customer VPN that is provisioned on both the UK domestic and
global MPLS networks must take into account the fact that 2 MPLS networks are involved and that some routes
between customer sites will have 1 AS path added by the BT IP Connect Global service and some will have 2 AS
paths added.
For capacity planning reasons, each customer can only have 10 VPNs across the interconnection as standard (for
interconnect capacity planning purposes). More can be ordered via Special Bid.
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Dual Core Network
IP Connect Global has implemented a dual core capability to meet specific requirements from BT Radianz to
support network seperacy across the core network. Please refer to the Dual Core Sales Brief for further
information (BT Direct Channels only).
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3.1.4 Class of Service
This Section describes the DSCP (Differentiated Service Code Point) class of service model. In order to gain most
benefit, the reader should be familiar with DSCP – either having read the DSCP CoS Primer on the IP Connect Global
website or the IETF documentation.
This Section is divided as follows:
 Section 3.1.4.1 – gives an overview of the DSCP framework, which represents the de facto standard for marking
IP packets with a notion of Class of Service, and an introduction to the BT development of the DSCP framework
and how it has been implemented on our services.
 Section 3.1.4.1.3 – describes the Classes of Service available, including available CoS bandwidth steps, maximum
EF (Voice) bandwidth values and an overview of the form and function of each DSCP Class
 Section 3.1.4.2 – describes variations in the CoS scheme due to different access types.
 Section 3.1.4.3 – describes the important QoS mechanisms used to define the characteristics of each class of
service.
 Section 3.1.4.4 – describes the component and parameters that are orderable by the customer.
The following (BT) terms are also used in this chapter, but are not described in the DSCP documentation.
 CIPR (Committed IP Rate) – This defines the in contract bandwidth ordered by the customer. This is policed at
the ingress to the network and impacts the bandwidth across the core. This is the rate at which the customer
is billed.
 MIPR (Minimum IP Rate) – This defines the scheduling bandwidth on the PE to CE links, it controls the minimum
guaranteed slice of access bandwidth and only impacts the access. This rate is not billed.
DSCP Model and Classes of Service
3.1.4.1.1 Per Hop Behaviours (~Classes)
The IETF’s Diff Serv Framework defines a set of “per hop behaviours” (PHB) which can be broadly interpreted as
different classes. The PHBs are a building block within the framework and do not actually define the
implementation (that is left to the equipment vendors and the service providers). The PHBs (classes) are as follows:
 EF (Expedited Forwarding) – defined in RFC 3246, intended as a low loss, low delay, low jitter service. This would
typically be used for voice applications.
 AF (Assured Forwarding) – defined in RFC 2597 and updated in RFC 3260. A group of four “sister” classes (AF4,
AF3, AF2, AF1 with no prescribed order of performance). These classes would be used for premium, delay
sensitive data. Each AF class has 3 levels of drop priority: Low drop, which is used to define in contract (ordered
AF CoS); and medium and high drop, which is used to mark AF burst traffic as Discard Eligible (out of contract).
 DE (Default) – A best effort class which would be used for non mission-critical, non-delay sensitive applications.
BT uses this PHB to provide a better than Best Effort as it is backed by Round Trip Delay and Packet Delivery
performance Service Level Agreements (SLAs)
3.1.4.1.2 Differentiated Service Code Point Values
The Differentiated Services Code Point (DSCP) is 6 bit marker contained within the Type of Service (TOS) field
carried in the IP header of all packets traversing a network. Some applications set the values of these 6 bits at
source. Voice over IP applications in particular generally mark all packets containing 64hreshold64 voice with the
industry standard marking for VoIP i.e Expedite Forwarding (EF). Most applications however leave the default
setting of all zeros untouched. The figure below details the IP version 4 header and location of the Differentiated
Services Code Point within the Type of Service field.
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Header
Version Type of Service Total Length
Length
Flag
Identification Fragment Offset
Time to Live Protocol 16 bit Checksum
32 bit Source IP Address
32 bit Destination IP Address
0 1 2 3 4 5 6 7
DSCP
Figure 29. DSCP Field within IP version 4 Header
The Class of Service scheme available within IP Connect Global is based on standardised IETF code points. These
are used to signal the Class of Service membership of the packet being interrogated by individual network
components. A decision is then made as to the policing, queueing and egress scheduling applied to the packet in
question based on the code point being carried in the IP header.
Full Code Points:
The six bits used by the DSCP framework could, in theory, supply up to sixty-four discrete code points, however,
only the defined per-hop behaviours have code points reserved by IANA. In addition, customers with customer-
managed CPE can use a special code point for their management traffic which will then be carried in a separate
management class rather than in Default or one of the AF classes (CPE management traffic for BT managed CPE
will always be carried in a separate management class but does not use a special code point). Besides the BT Code
Point for the Management Class for customer-managed CPE, all the Code Points shown are as per the DSCP
framework adopted Internationally by Solutions Providers, Enterprises, hardware vendors, software developers
and so on.
Truncated Code Points (or Class Selectors):
EF and AF classes can also be marked with “Class Selector” or “Truncated DSCP” values. Although class selectors
are outside the DSCP framework itself, Class Selectors are often encountered on Customer networks especially
where legacy hardware or software systems are present. If a customer cannot change their equipment to support
full code points, then they will continue to use class selectors.
3.1.4.1.2.1 Expedite Forwarding (EF)
The IETF standardised Differentiated Code Point primarily designed for Voice over IP transport is Expedite
Forwarding. The specific bit sequence relevant to EF is shown below.
32 16 8 4 2 1
1 0 1 1 1 0 X X = EF
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The code point is known in documentation as well as router configuration as either EF or DSCP 46 (i.e 32+8+4+2).
For backward compatibility with legacy equipment, Class selector values are also supported. Class Selectors set
the most significant 3 bits within the DSCP field leaving the least significant 3 bits set specifically to zeros. In
addition to EF for voice transport, Class Selector 5 (CS5) is also used as a valid code point to signify Voice over IP
traffic. The specific bit sequence relevant to CS5 is shown below.
32 16 8 4 2 1
1 0 1 0 0 0 X X = CS5
The code point is known in documentation as well as router configuration as either CS5 or DSCP 40 (i.e 32+8)
3.1.4.1.2.2 Assured Forwarding (AF)
The IETF has standardised within the Differentiated Services structure, 4 “premium” data classes known as Assured
Forwarding classes. These Classes are designed to provide support for data applications that require enhanced
treatment over and above Default traffic. Some customer implementations use Assured Forwarding to support
Video over IP applications, others for delay sensitive data applications like Citrix. The IETF framework for
Differentiated Services does not specify priority between AF classes i.e AF4 is not specified as being more
“important” than AF 3 etc. Within each AF class provision is made to signal 3 levels of “drop preference”. This
allows a customer to sub divide an AF class to preferentially discard different types of traffic if congestion is
encountered throughout the network path traversed by the packet. Provision is also made within each AF class
for backward compatibility through the use of Class Selectors. The bit sequence relevant to four code points within
each individual AF class is shown below.
32 16 8 4 2 1
1 0 0 1 1 0 X X = AF43 (High Drop)
The code point is known in documentation as well as router configuration as either AF43 or DSCP 38 (i.e 32+4+2).
“AF43” relates to the binary value of the most significant bits if looked at in isolation (i.e 100 = 4) and the first two
of the least significant bits if looked at in isolation (i.e 11 = 3)
32 16 8 4 2 1
1 0 0 1 0 0 X X = AF42 (Med Drop)
The code point is known in documentation as well as router configuration as either AF42 or DSCP 36 (i.e 32+4).
32 16 8 4 2 1
1 0 0 0 1 0 X X = AF41 (Low Drop)
The code point is known in documentation as well as router configuration as either AF41 or DSCP 34 (i.e 32+2).
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32 16 8 4 2 1
1 0 0 0 0 0 X X = CS4
The code point is known in documentation as well as router configuration as either CS4 (Class Selector) or DSCP
32.
All four code points detailed above (CS4, AF41, AF42 and AF43) are applicable to a single Class. Particular detail on
the policing and congestion management treatment of each code point within a class is shown in Section 10.2.
The format already shown for one Assured Forwarding class (AF4) is replicated across AF3, AF2 and AF1 with
specific code points as below :-
32 16 8 4 2 1
0 1 1 1 1 0 X X DSCP 30 = AF3 High Drop

4 2 1 (AF33)
0 1 1 0 0 0 X X 0 1 1 1 0 0 X X DSCP 28 = AF3 Med Drop
(AF32)
Class Selector 3
0 1 1 0 1 0 X X DSCP 26 = AF3 Low Drop
(AF31)
Figure 30. Differentiated Services Code Points – Assured Forwarding 3
32 16 8 4 2 1

4 2 1 (AF23)
(AF22)
Class Selector 2
(AF21)
32 16 8 4 2 1
4 2 1 (AF13)
(AF12)
Class Selector 1
(AF11)
3.1.4.1.2.3 Default (DE)
The IETF has standardised within the Differentiated Services structure, a base “Default” class for IP traffic that
does not require preferential treatment over and above other traffic. This Class of Service is effectively bundled
with the IP Connect Global access i.e if no enhanced Class of Service is ordered on an access, all traffic sent from
and presented to that access is considered by the Provider Edge router and subsequently scheduled within the
Provider Edge router via base default queue. The bit sequence relevant to the Default class is shown below.
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32 16 8 4 2 1
0 0 0 0 0 0 X X = DE
The code point is known in documentation as well as router configuration as either DE or DSCP 0
3.1.4.1.2.4 Management
In addition to the six IETF standardised classes within the Differentiated Services structure, IP Connect Global
offers a 7th Class of Service specifically designed to support the low bandwidth requirement for management
traffic. This Class is automatically provided on all access types except xDSL with a bandwidth value of 1% of the
port speed or 8kb/s (whichever is the greater). The management class has a dedicated Provider Edge egress queue
and (on BT managed CPE) a dedicated CE egress queue designed to serve traffic even under congestion from
default traffic. The bit sequence relevant to the Management class for customer-managed CPE is shown below.
32 16 8 4 2 1
1 1 1 1 1 1 X X = Management
This corresponds to code point DSCP 63 (32+16+8+4+2+1)
Management traffic for BT managed CPE is identified via access control lists and does not use a special code point.
3.1.4.1.3 Per Class Design Rules and Information

3.1.4.1.3.1 General
The available bandwidths are the same for EF as for the AF classes. The available bandwidths range from 5 Kbit/s
and upwards, and span all access types. In summary, the bandwidth steps available are as follows:
 CoS bandwidths between 0 and 500 Kbps are available in 5 Kbps steps
 CoS bandwidths between 500 Kbps and 1 Mbps are available in 10 Kbps steps
 CoS bandwidths between 1 Mbps and 2 Mbps are available in 25 Kbps steps
 CoS bandwidths between 50 Mbps and 100 Mbps are available in 1 Mbps steps
 CoS bandwidths between 100 Mbps and 1000 Mbps are available in 5 Mbps steps
The actual amount of bandwidth that can be ordered per Class is limited either by performance limitations of the
supporting transport hardware (EF) or the port speed (AF).
The 3CoS model supported the idea of CoS Combinations, such as “Class 1+Class2+Class3”, “Class 3 Only”, “Class
2+Class 3” and so on. Under the DSCP model this concept has disappeared. Now Customers can order bandwidth
for the Classes they require and no bandwidth for the Classes they don’t intend to use. DE is always present.
3.1.4.1.3.2 EF
3.1.4.1.3.2.1 General
EF is the DSCP Class used for customer Voice traffic. EF traffic gets preferential treatment across the BT access and
the core networks. EF traffic is carried in a dedicated queue across the BT core network in order to ensure that
end to end performance is maintained.
3.1.4.1.3.2.2 Voice Signalling

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When configuring EF bandwidth to carry Voice, it is usual to configure AF class bandwidth in which to carry the
VoIP signalling traffic. Under BT’s older the 3CoS model in ‘Class 1 Only’ scenarios, this happened by default, and
a certain amount of Class 2 was automatically configured. This is only applicable to those sales channels having
exposure to older 3CoS services from BT. Under the DSCP CoS model, it becomes difficult to predict which AF Class
a Customer would choose to put VoIP signalling into, or whether an existing AF class should be used or a new one
set up. For this reason, AF bandwidth for VoIP signalling has to be explicitly accounted for, and ordered as
necessary.
3.1.4.1.3.2.3 Fragmentation
If EF bandwidth is specified on leased line access circuits of less than 1.5Mbps (1536Kbps) then Fragmentation is
enabled on that access to avoid the excessive queuing delays caused by small voice packets being held up by large
data packets. Fragmentation is provided by the FRF.12 mechanism for Leased Line.
A different fragmentation mechanism is used on DSL access with EF: Link Fragment Interleaving. This is configured
on all DSL accesses for which EF bandwidth has been specified.
.No fragmentation is offered on Ethernet and this may impact user experience at low port speeds. Where DSL is
terminated using Ethernet EF is not offered on speeds <2M.
3.1.4.1.3.2.4 EF speeds
EF bandwidth is ordered in Kilobits per second. There are a large number of CoS bandwidths available under the
DSCP CoS model (see 3.1.4.1.3.1), up to the technical limits of the hardware (PE and CE) supporting each access.
Traffic sent in excess of the contracted rate is discarded. The Pricing and Ordering Tools will not let you order
more EF bandwidth than an access can support.
Under the 3CoS IP Precedence model, Customers were able to select a “Class 1 Only” option through which a
Customer gained the highest amount of Class 1 Voice bandwidth that an access could support. This CoS
combination was available at access speeds of 2 Mbps and above. Under DSCP the idea of CoS combinations no
longer exists: instead, Customers can order a maximum amount of EF bandwidth per access, which equates to the
same kind of Voice bandwidth throughput (up to 75% of the port rate for leased line, up to 50% for DSL and
Ethernet) that the “Class 1 Only” combination provides under 3CoS. Note the max EF figures in the tables below,
however.
Full details of the EF that can be supported by BT Managed CPE can be found in the CPE Design Guidelines and
CPE Configurations. Indirect channels should refer to http://www.btalliances.com.
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Access Port Speed Customer BT Managed CPE CPE Tested

Speed (Kbps) Managed CPE (Kbps)
(Kbps) Single VPN Multiple VPN Multiple VPN
with EF on with EF on
primary only primary and
secondary
Premium Various4 Max 50% of Max 50% of N/A N/A CISCO87x series
DSL upstream upstream CISCO88x series
access speed access CISCO1921/1941
speed CISCO29x1
HUAWEI AR15x
HUAWEI AR20x
HUAWEI AR1220
Up to E1 56 / 645 0 0 0 0 CISCO1921/1941
(2048 Kbps) 128 30 30 30 30 CISCO2900 series
256 125 125 125 125 HUAWEI AR1220
384 190 190 190 190 HUAWEI AR2220
512 305 305 300 300 HUAWEI AR3260
768 460 400 300 225
1024 610 400 300 150
1536 1150 400 300 180
1920 1425 400 300 150
1984 1475 400 300 150
4 IP throughput and Port speeds for all Premium DSL offers are available in
http://globalservices.intra.bt.com/products/mpls/docs/vpn_dsl_package_mapping_matrix.xls or on http://btalliances.com
5 EF is not supported below 128Kbps
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secondary
E3 / T3 4000 2800 2800 ICB ICB CISCO2951
6000 3500 3500 ICB ICB CISCO3945
8000 5600 5600 ICB ICB
10000 7000 7000 ICB ICB
15000 10500 10500 ICB ICB
20000 14000 14000 ICB ICB
25000 17500 16500 ICB ICB
30000 21000 15500 ICB ICB
34368 18500 15000 ICB ICB
35000 18500 14500 ICB ICB
40000 18000 13700 ICB ICB
44736 18000 13000 ICB ICB
Ethernet 2000 1000 1000 ICB ICB CISCO881
Access 10M 4000 2000 2000 ICB ICB CISCO892
6000 3000 3000 ICB ICB CISCO1921/1941
8000 4000 4000 ICB ICB CISCO2900 series
10000 5000 5000 ICB ICB HUAWEI AR1220
Ethernet 10000 5000 5000 ICB ICB CISCO1921/1941*
Access 15000 7500 7500 ICB ICB CISCO2900 series*
100M 20000 10000 10000 ICB ICB CISCO3945*
25000 12500 12500 ICB ICB CISCOASR1001
30000 15000 15000 ICB ICB CISCOASR1002
35000 17500 17500 ICB ICB HUAWEI AR2220
40000 20000 20000 ICB ICB
45000 22500 22500 ICB ICB * limited
50000 25000 25000 ICB ICB maximum port
60000 30000 30000 ICB ICB and CoS
70000 35000 35000 ICB ICB
80000 40000 40000 ICB ICB
90000 45000 45000 ICB ICB
100000 50000 50000 ICB ICB
STM-1 / 4000 See limits for BT 3000 CISCOASR1001
OC3 6000 managed CPE 3700 CISCOASR1002
8000 6000
10000 7500
15000 11000
20000 15000
25000 18750
30000 22500
35000 22000
40000 21000
50000 20000
60000 17000
70000 14000
80000 8000
90000 5000
100000 4000
147000 0
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secondary
Ethernet 40000 20000 20000 ICB ICB CISCOASR1001
Access 1G 50000 25000 25000 ICB ICB CISCOASR1002
60000 30000 30000 ICB ICB HUAWEI AR3260
70000 35000 35000 ICB ICB
80000 40000 40000 ICB ICB
90000 45000 45000 ICB ICB
100000 50000 50000 ICB ICB
150000 750000 750000 ICB ICB
200000 100000 100000 ICB ICB
250000 125000 125000 ICB ICB
300000 150000 150000 ICB ICB
350000 175000 175000 ICB ICB
400000 200000 200000 ICB ICB
450000 225000 225000 ICB ICB
500000 250000 250000 ICB ICB
600000 300000 250000 ICB ICB
700000 350000 250000 ICB ICB
800000 400000 250000 ICB ICB
900000 450000 250000 ICB ICB
1000000 500000 250000 ICB ICB
3.1.4.1.3.3 AF
3.1.4.1.3.3.1 General
The AF, or Assured Forwarding classes are designed to carry traffic that has specific performance requirements (as
defined by the SLA for AF class traffic), or which otherwise needs to be prioritised ahead of the Default (DE) traffic.
An amount of in contract bandwidth is ordered in Kilobits per configured AF Class, and performance characteristics
applicable to in contract AF traffic are provided across the BT core MPLS network.
BT’s core network makes no distinction between AF classes. It is dimensioned and engineered to ensure that all
AF traffic is carried according to the same SLA performance contract. The Core network, however, does continue
to differentiate between in contract and out of contract AF traffic.
3.1.4.1.3.3.2 The Four AF Classes
The DSCP CoS model has four separate AF classes available for transport of prioritised or performance–dependent
data. These AF classes can be regarded as sister classes, since they have no prioritisation relative to each other by
default. Specifying bandwidth in an AF class provides the Customer with a guaranteed throughput of in contract
traffic within that AF Class when the access link is under load. By default, each AF class receives a prioritisation
over the interface (via default settings of Scheduling bandwidth), proportional to the amount of in contract
bandwidth purchased for that AF Class.
BT’s implementation of the DSCP CoS model provides full flexibility for the Customer when defining which of the
4 AF classes defined in the DSCP CoS model to use. This flexibility can simplify the task of setting up CE classification
statements. Local LAN configurations may require that, in an ideal world, AF3 is used rather than AF4, for example.
If the Customer makes no selection, AF4 is provided by default for the first AF class selected, then AF3 and so on.
3.1.4.1.3.3.3 Maximum AF
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The maximum amount of in contract AF bandwidth that can be ordered per Class (i.e. individual AF CIPRs) is
equivalent to the port rate (although a customer will not be able to get the full port rate in IP throughput because
of layer 2 overheads).
AF class bandwidth can be ordered up to the port rate even if EF class bandwidth is also ordered. At first sight, it
may seem odd that you can order in contract bandwidth that you cannot send (i.e. when EF is being sent).
However, there are certain deployment scenarios where it is desirable to send AF in contract (SLA supported)
traffic at elevated rates when EF is not being sent.
In any event, unless they have a special need to do otherwise, the majority of Customers would expect to configure
EF and AF bandwidths within the port.
The maximum MIPR for individual AF classes is limited by the fact that the sum of the MIPRs for all classes must
be less than the port speed.
3.1.4.1.3.3.4 Minimum AF
The recommended minimum amount of in contract AF bandwidth (sum of all AF CIPRs) that can be ordered is 25%
of port speed.
The absolute minimum amount of in contract AF bandwidth (sum of all AF CIPRs) that can be ordered is 1% of port
speed for all access types.
The minimum MIPR for any individual AF is 10 Kbps or 1% of the port speed (whichever is higher).
3.1.4.1.3.3.5 Multiple AF Class Overbooking
One advanced scenario of AF Class configuration is the ability to overbook AF Class bandwidth (CIPRs) across
multiple AF Classes. While no single AF Class can be ordered with in contract bandwidth (CIPR) in excess of the
port rate, it is possible to order in contract bandwidth (CIPR) over many AF Classes, where the overall total across
AF Classes is in excess of the port rate. In its most extreme form this would allow a Customer to order maximum
bandwidth across four AF Classes, thus over-booking the port rate by 400%.
This mechanism allows a customer who has applications sending traffic at different times of the day, to ensure
that all their traffic can be marked as in contract if required. However, if all the applications send traffic at the
same time, then fair use of the access will be determined by the class of service mechanisms described in Section
3.1.4.2.
3.1.4.1.3.3.6 Out Of Contract
Traffic sent in excess of the ordered in contract amount of a given AF Class is still transmitted over the access (load
conditions permitting), but is marked as out of contract. This out of contract capability allows application data
within a given AF class to burst up to the port rate, if traffic conditions over the access permit. However, SLA
performance targets apply only to in contract traffic. In congestion scenarios the out of contract AF will be
discarded before the in-contract traffic.
3.1.4.1.3.3.7 Multimedia
The customer can use one of the AF classes to carry multimedia traffic. The standard AF Class of Service is likely to
be suitable to support real-time multimedia applications. However, there is a capability within the ‘Expert Mode’
of the Class of Service scheme to configure extra scheduling bandwidth for the AF class that is carrying the
multimedia traffic. This extra scheduling bandwidth will provide slightly higher priority to the AF class defined for
multimedia use.
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Note that this only amends the performance over the customer access, the defined multimedia class is handled
the same as other AF classes in the core.
3.1.4.1.3.4 DE
3.1.4.1.3.4.1 General
DE traffic is engineered to provide a good standard of throughput for application traffic with no specific
performance requirement other than that provided by the physical attributes of the access line itself. DE traffic
typically consists of e-mail, Intranet/Internet HTTP traffic, FTP and so on.
For Customer managed CPE, DE is used as a catch–all for traffic marked with unrecognised Code Points. As well as
carrying traffic marked explicitly as DE (“000000” in binary TOS bit terms), all traffic that doesn’t conform to a
configured class marking or CE classification rule will be put into the DE queue. For BT Managed CPE, CE
classification rules will determine how “unrecognised” traffic will get marked. All non–Voice traffic that doesn’t
map into a specific AF class, for example, could be put into the DE queue.
Traffic sent in the DE queue is “bleached” by default. That is to say, irrespective of the original DSCP entry in an IP
packet, the BT service will remark IP packets handled in to DE queue to the DE Class marking (all zeroes). Since this
behaviour is not always desirable, the option of turning bleaching off is available on the DCA.
Note: Bleaching affects only the DE queue.

Turning bleaching off is not an option for all access types (e.g not available on Hybrid VPN)
3.1.4.1.3.4.2 Adjustable CoS bandwidths
The only CoS bandwidth that is adjustable for DE is the MIPR (see Section 3.1.4.3.4).
The minimum MIPR for DE is 10 Kbps or 5% of the port speed (whichever is higher).
The maximum MIPR for DE is limited by the fact that the sum of the MIPRs for all classes must be less than the
port speed.
Note that, regardless of the MIPR value, DE (or AF traffic) can use 100% of the port bandwidth if no other traffic is
being sent at the same time.
Access Design Rules
3.1.4.2.1 DSL Access

3.1.4.2.1.1 General
DSL access supports CoS as follows:
 Premium DSL – supports EF, AF (4 AF Classes) and DE traffic

 Plus DSL – supports AF (4 AF Classes) and DE traffic.
 Standard DSL – supports DE traffic
3.1.4.2.1.2 EF
The maximum EF orderable on Premium DSL is set at 50% of the upstream access speed.
3.1.4.2.1.3 AF
The maximum amount of AF (sum of all Afs) that can be ordered on DSL Access is dictated by the TIR value.
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Quality of Service Mechanisms
The quality of service mechanism used in the DSCP CoS model are very similar to (and in many cases the same as)
the mechanisms used in the 3CoS model, (as shown in below figure).
PE Router BT MPLS PE Router

CE Router CE Router
P Router
CE out PE in P out PE out CE in

Fine grain classification Yes
DSCP classification Yes Yes Yes
MPLS EXP classification Yes
Police with DSCP marking Yes
Police with MPLS EXP marking Yes
Per-class queuing Yes Yes Yes
Weighted RED Yes Yes Yes
FRF12 Fragmentation Yes* Yes*
DSCP marking Yes*
* When required
Figure 33 Quality of Service Mechanisms
3.1.4.3.1 CE Classification and Policing

3.1.4.3.1.1 General
Packets entering the CE on one of the LAN interfaces are classified into one of the classes and the packets are then
policed against the ordered class bandwidths (CIPRs), and placed in the appropriate output queue to the PE.
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Classification Per Class

Policing
Queues
Class EF In
CIPR EF Drop
EF Queue
Class AFx In
CIPR AFx AFx Queue
Out
Classifier
IP Packets Class AFy In

CIPR AFy Out AFy Queue
Class DE
DE Queue
Class Mgmt
Management Queue
Figure 34 CE Classification and Policing
For customer managed CPE, the classification and policing is entirely controlled by the customer, and the packets
arriving at the PE must be marked with the code points. For BT managed CPE, there are 2 classification options:
 Customer Specified CE classification, (in Section 3.1.4.3.1.2)

 Transparent CE classification, (in Section 3.1.4.3.1.2.1).
3.1.4.3.1.2 Customer Specified CE Router Classification
Customer Specified Router Classification is an extension of the 3CoS design, but allowing for more classes. Like the
3CoS design, it allows customers to specify a list of classification rules for particular classes (now EF and AF classes)
based on either the incoming LAN interface, or on combinations of source and destination addresses, protocol ID,
port numbers, and precedence / DSCP class markings. DSCP names are added to this list of classification
parameters to augment the Precedence values of the 3CoS model (as Classification parameters).
Traffic that does not meet any of the configured classification criteria is put into the DE class.
For each ordered class, not including DE, customers are asked to supply classification rules consisting of “Type A”
or “Type B” statements.
 Each Type A statement specifies a LAN interface6.

 Each Type B statement specifies information that may be encoded into one line of an extended access-list.
Note – Type A classification is not supported on 7300 model CE routers.
6 This can be a VLAN if the VLAN is identified by the whole LAN interface not a VLAN sub-interface.
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The range of specifications allowed for a Type B statement is as follows. Note that the number of options has been
extended where this is applicable compared with what is supported in the 3CoS design, and the specification of
address masks is also different from that used in the 3CoS design. These changes were necessary to produce
alignment between the UK and RoW.
A Type B rule is a combination of the following, combined with a Boolean ‘AND’ operand:
 IP, UDP, TCP, AHP, ESP, GRE, ICMP or IANA protocol number
 Source address + mask (in the form /nn, e.g. 10.0.0.0/24)
 Destination address + mask (in the form /nn, eg. 10.0.1.0/24)
 Source Port numbers + operator (less than, greater than, equal to, not equal to, range)
 Destination Port numbers + operator (less than, greater than, equal to, not equal to, range)
 IP Precedence or DSCP
It is necessary to place some limit on the numbers of classification ‘match’ statements a customer may specify.
This limit is:
A maximum of 10 match statements for any single class, and a maximum of 25 match statements in total.
General CE classification behaviour is as follows:
 For Customer traffic matching more than one Customer classification rule (i.e. the rules the Customer themselves
provide), there will be a prescribed order with which actual classification will occur: EF/AF4/AF3/AF2/AF1.
 Any Customer traffic not matching a Customer Specified rule, will be placed in the DE class.
 BT’s CE management traffic is placed in the management queue, with protection from the potential of
overlapping rules (i.e. even if a Customer rule also matches a component of management traffic, it will still be
placed in the management queue).
 BGP traffic generated by the CE is placed in the DE queue, even if this traffic matches rules for other classes.
 SAA probes are placed in appropriate classes. Protection will be provided to prevent an overlapping customer
classification rule causing SAA probes to jump queues.
In addition, in order to ease the classification of Voice over IP signalling, there is a tickbox on the DCA to indicate
which AF class is to be used for VoIP signalling. If this is selected, then the following additional behaviour applies:
 As well as any customer traffic not matching a Customer Specified rule, if any traffic does not match the “H.323”
classification rule then it will be placed in the DE class.
 Given that the VoIP Signalling checkbox is ticked for a selected AF class, H.323 traffic will be placed into the
nominated AF class, even if it happens to match classification rules supplied for any other class.
 Certain other types of traffic will be excluded from the EF class as well, with automatic redirection into the
nominated VoIP signalling AF class. Excluded traffic consists of TCP, and UDP with well-known port numbers.
Any traffic that matches both the customer’s classification rules for Class EF and is also TCP, or UDP with a well
known port number, will be placed in the nominated AF class. This is intended to facilitate classification of
voice signalling traffic when it is otherwise difficult to find an appropriate matching rule, or to aid separation
of VoIP signalling and media traffic. For example, the Customer might use a broad classification rule such as
“treat everything on Ethernet port F0/0 as EF”, where the traffic arriving on F0/0 is actually a mixture of the
two traffic types.
In terms of CoS treatment, the designed CE behaviour is as follows:
 EF is policed according to the purchased EF bandwidth and placed in the Priority Queue, configured to the same
bandwidth (taking into account overheads and rounding). It is marked with DSCP = EF.
 AF traffic is policed according to the purchased bandwidth and is given an appropriate marking to signify its status
as in contract or out of contract. For a particular AF class, Afx, these markings are Afx1 and Afx2 respectively.
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 BT management traffic will be placed in a dedicated management queue.

 All other traffic will be placed in the default queue – this includes eBGP traffic from the CE to the PE, for those
Customers using BGP. Two WRED profiles will be configured to give BGP traffic lower discard eligibility than
customer DE traffic.
3.1.4.3.1.2.1 Transparent CE Router Classification
In this classification mode the Customer supplies no classification rules, and there is no H.323 VoIP signalling “tick-
box” option. Classification behaviour works as follows:
 Any Customer traffic marked DSCP = EF or DSCP = cs5 (Class Selector 5) will be placed in the EF class.
 Any customer traffic that corresponds to the in–built matching rules for a particular AF class will be placed in that
class. For a particular AF class Afx, this is Afx1, Afx2, Afx3 and its Class Selector value csx.
 Any Customer traffic that does not match any of the configured classes is placed in the DE class. For example,
this includes traffic marked EF when the EF class is not configured, or traffic marked Afy if the Afy class is not
configured (where y = 1 to 4).
 BT CPE management traffic is placed in a dedicated Management queue, with protection from the potential of
overlapping rules.
 SAA probes are placed in appropriate classes where required for CoS utilisation reporting. Because classification
is purely DSCP-based, no explicit exclusion from other classes is necessary.
 BGP traffic is placed in the Default queue. No explicit exclusion from other classes is required (DSCP value is cs6).
In terms of CoS treatment, the behaviour is similar to that described earlier except that no marking is applied.
WRED profiles are provided in each Afx queue to match csx and Afx1 (treated as in contract) and Afx2 and Afx3
(treated as out of contract).
Note: Transparency in this context means that the code points in the packets received at the CE LAN are not
modified, provided that they correspond with the recommended code points or class selectors.
3.1.4.3.2 PE Policing and Classification

3.1.4.3.2.1 General
Traffic forwarded across the customer access is classified and class policed using IP layer information contained
within the Type of Service field and in particular the Differentiated Services Code Point. Once traffic has been
accepted by the PE router and subsequently forwarded across the core, two MPLS labels are appended to the
original IP version 4 packet. An inner tag advertised by the egress PE serving the access with the destination subnet
in question and an outer tag used to establish a Label Switched Path (LSP) through the core infrastructure (PE to
P to P to PE). Intermediate routers do not interrogate IP layer information like DSCP values within the customer
packet, instead it switches traffic interface to interface using only the outer 4 byte MPLS label information. As such
the DSCP value alone can not be used to ensure differential queuing across the core.
The following actions are taken at the PE ingress:
 Management traffic is policed against the management traffic queue size (CIPR). The code points in the IP header
are unchanged. Management traffic is identified by dscp 63 for Customer managed CPE and viaa control list
for BT managed CPE).
 If EF has been ordered, then traffic marked with EF or cs5 is policed against the EF CIPR. The code points in the
IP header are unchanged.
 If AF has been ordered, then for each AF class IP packets which are marked by the CE as in contract AF (with code
points Afx1 or csx) are policed against the relevant AF CIPR. The code points in the IP header are unchanged.
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 All other packets7 have the experimental bits of the MPLS header set to the Default value, and have their DSCP
code points within the IP packet header re-written to 000000. This setting of the code point to 000000 is called
‘bleaching’ and can be turned off (by requesting it on the DCA). If bleaching is turned off then the code points
in the IP header are not changed. Please note: at the moment certain hardware in the network does not
support bleaching and so the impact is that bleaching on sub-rate STM-1 will always be OFF. This is being
pursued with our vendors and will become an option in the future.
To maintain core class differentiation a mechanism using the 3 bit EXP field within the outer MPLS label is deployed
to influence class treatment.
PE P P PE
0 1 2
Label EXP S TTL
EXP Field used for

CoS Marking
Figure 35. MPLS Label Imposition – EXP Field
Four MPLS EXP values are used throughout the core network :
 EXP = 4 (i.e 100 in binary) is used to identify EF traffic and is set by the ingress PE router. All conforming EF traffic
received by the ingress router and subsequently forwarded towards the core has the EXP field set to 4 in the
outer label used throughout the Label Switched Path.
 EXP = 6 (i.e 110 in binary) is used to identify AF traffic that was considered “in contract” and is set by the ingress
PE router. All AF class traffic received by the ingress router at a rate less than or equal to the per Class contract
rate has the EXP field set to 6 in the label used throughout the Label Switched Path.
 EXP = 2 (i.e 010 in binary) is used to identify AF traffic that was considered “Out of contract” and is set by the
ingress PE router. All AF class traffic received by the ingress router at a rate more than the per Class contract
rate has the EXP field set to 2 in the label used throughout the Label Switched Path.
 EXP = 5 (i.e 101 in binary) is used to identify Default traffic and is set by the ingress PE router. All Default traffic
received by the ingress router has the EXP field set to 5 in the label used throughout the Label Switched Path.
Low Latency Queuing (LLQ) is deployed on core router interfaces to provide differential class queuing. Unlike the
deployment on PE egress where individual AF queues are provided, core queuing strategy provides as single
7 This includes packets marked with an AF code point for an AF that has not been ordered
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“premium data” queue which carries all AF traffic. In addition to the combined AF queue, two further queues are
deployed, a strict priority queue for EF traffic and a Default queue.
Below figure illustrates the LLQ implementation throughout the core infrastructure.
EF Queue Max Priority B/W
AF Queue Min Class B/W
Default Min Class B/W
PE P
Figure 36. Core LLQ Implementation
Because core forwarding is carried out using MPLS label switching, core Class scheduling is dictated by the EXP
values in the outer MPLS label, not specific DSCP markings within the IP header. The EXP to LLQ mapping is as
follows :-
 EF Queue – EXP = 4
 AF Queue – EXP = 6 (in contract) and EXP = 2 (out of contract)
 DE Queue – EXP = 5
Congestion avoidance mechanisms via Weighted Random Early Detect (WRED) is deployed within the “Premium
Data” queue used for all AF class traffic to ensure optimal link utilisation and end application efficiencies. Figure
below illustrates the WRED deployment and it’s interaction with EXP level information.
Traffic Flow
Queue Fill
AF Queue
WRED Threshold 1
WRED Threshold 2 (EXP = 2)
(EXP = 6)
PE P
Figure 37. Core AF Queue WRED Implementation
Under congestion situations, WRED is used to target traffic that entered the core above the customers contracted
rate for that class. The inbound PE Policer marks this “Out of Contract” traffic with an MPLS EXP value of 2. This
specifically marked traffic is subject to an early WRED threshold when core queues begin to fill. In contract traffic
(policed and marked as EXP 6 by the ingress PE router) is only subjected to random packet loss if the core queue
utilisation continues to increase to a point where tail drop is a possibility.
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Drop-
probability
Queue-fill
Max_threshold_in_contract
Min_threshold_in_contract
Max_threshold_out_of_contract
Min_threshold_out_of_contract
Figure 38: WRED Drop Action
3.1.4.3.3 Pre–Marking of AF Out Of Contract Traffic
Where many applications are using the same code point within an AF class, then when congestion occurs and
traffic gets dropped, no distinction can be made between traffic from different applications. If the situation arises
that there is application traffic which should be treated as in contract, in preference to the other applications using
the same AF class, then there is no simple control mechanism available to make this happen within the BT service
itself. However for Customer managed CPE and for BT managed CPE where transparent CE router classification is
ordered (see Section 4.3.3.1.2.1), the customer can indicate which traffic should be dropped first by premarking
traffic as in or out of contract based on application either in the customer LAN or, in the case of customer-managed
CPE, on the customer CE.
3.1.4.3.4 Per Class Queuing
Per Class Queuing is the primary mechanism used to determine the different behaviours of the different classes
on congested accesses The bandwidth on output queues of the routers has to be shared between the different
classes using the Cisco mechanism of Priority Queue with Class Based Weighted Fair Queuing (PQ-CBWFQ). In
simplistic terms, this bandwidth (the Scheduling bandwidth) drives how often a given class queue is visited, relative
to the other classes. This directly relates to how often the traffic in the different classes are prioritised for
transmission over the access circuit.
The actual values used for this scheduling bandwidth – the MIPRs (Minimum IP Rates) are critical to determining
the behaviour of the different classes under congestion, and so by default are configured automatically using
designed and tested best practices proven over years of IP Connect Global implementations. However, in the DSCP
CoS model these values can be changed by knowledgeable customers or sales specialists. For the standard and
advanced options on the ordering/quotation system, the scheduling bandwidths are calculated using BT’s
formulae. For the expert option, the scheduling bandwidths are selected by the customer (see following 3 figures).
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Per Class Per Class

policer Queue
bandwidth bandwidth
assignment assignment
Class EF In
CIPR EF Drop
Priority (LLQ)
Class AFx In
CIPR AFx 90% x (Port Rate - CIPR EF )
Classifier
Out
Class DE
10% x (Port Rate - CIPR EF )
Class Mgmt
10Kbps or 1% of Port Rate
Figure 39: Scheduling Bandwidths for the standard option
3.1.4.3.4.1 Scheduling Bandwidths for the advanced option
Per Class Per Class

policer Queue
bandwidth bandwidth
Class EF In
CIPR EF Drop
Priority (LLQ)
Class AFx In
CIPR AFx Out
Bandwidth shared among
AF Classes based on
Classifier
CIPR under generic rule

Class AFy In that sum of AF = 90% x
CIPR AFy Out (Port Rate - CIPR EF)
Class DE
10% x (Port Rate - CIPR EF)
Class Mgmt
10Kbps or 1% of Port Rate
Figure 40: Scheduling Bandwidths for the advanced DCA option
The scheduling bandwidths for the AF classes are determined as follows:
Without the multi-media option
Each AF class is allocated a proportion of the AF scheduling bandwidth in proportion to the CIPR, see example
below:
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Ordered Values
 Port Rate = 10000K

 EF ordered in contract bandwidth (CIPR) = 2000K
 AF1 ordered in contract bandwidth (CIPR) = 1000K
Resulting Scheduling bandwidths (approximate 8)
The scheduling bandwidth available to AF is 7200K ( 90% x ( 10000 – 2000 ) ), which is then divided in proportion
to the ordered Afs, so the results are:
 EF scheduling bandwidth = 2000K

 AF1 scheduling bandwidth is 1200K ( 1000 / ( 1000 + 2000 + 3000 ) x 7200 )
 DE scheduling bandwidth is 800K ( 10% x ( 10000 – 2000 ) )
With the multi-media option
When one of the AF classes is designated as carrying multi-media traffic, in order to improve latency for this class
it is allocated additional scheduling bandwidth (this is specified in Table 14) and then its share due to
apportionment by CIPR as before. See example
Ordered Values
 Port Rate = 10000K

 EF ordered in contract bandwidth (CIPR) = 2000K
 Multi-media class = AF2
Resulting Scheduling bandwidths (approximate)
The scheduling bandwidth available to AF is 7200K ( 90% x ( 10000 – 2000 ) ), but the multi-media AF gets 28% of
this as an extra allocation, i.e. 2016K, leaving 5184K for apportionment between all ordered AF classes (including
the multi-media AF), so the results are:
 EF scheduling bandwidth = 2000K – highest priority queue

 AF1 scheduling bandwidth is 863K = 7200 x {(1-0.28) * [1000 / (1000+2000+3000)]}
 AF2 scheduling bandwidth is 3726K = 7200 x (0.28 + ({1 – 0.28} * [2000 / (1000 + 2000 + 3000)]))
 AF3 scheduling bandwidth is 2592K = 7200 {(1-0.28) * [3000 / (1000 +2000 + 3000)]} )
 All AF traffic carried in the next priority queue, according to the ratio of the scheduling bandwidths.
 DE scheduling bandwidth is 800K (10% * (10000 – 2000)), lowest priority queue
8 Note that these values are approximate as the actual values used have to take into account the management bandwidth, rounding rules and
available bandwidth in router configuration commands but are shown here to provide the reader with an appreciation of the calculations
involved.
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Please note that the amount of scheduling bandwidth that the designated multi-media AF class gets is dependent
on the port speed, because the latency issue for multi-media becomes less of a problem the higher the port speed.
(hence in the example above for the 10M port the value 0.28 (28%) has been used)
Port Speed Extra AF Scheduling Bandwidth for Multi-media AF class

0 – 4000 Kbps 56% x ( Port speed – in contract EF bandwidth )
64000 Kbps and higher 7% x ( Port speed – in contract EF bandwidth )
Table 14: Extra AF Scheduling Bandwidth (for Multi-media) Design Rules
3.1.4.3.4.2 Scheduling Bandwidths for the Expert DCA Option
Per Class Per Class

policer Queue
bandwidth bandwidth
Class EF In
CIPR EF Drop
Priority (LLQ)
Class AFx In
CIPR AFx Out
Classifier
Class AFy In
CIPR AFy Out Bandwidth shared among
Classes based on
customer requirements,
Class DE using per class MIPR
parameters
Class Mgmt
Figure 41: Scheduling Bandwidths for the expert option
The maximum and minimum MIPR values in the expert mode are given in Sections 3.1.4.1.3.3.3 and 3.1.4.1.3.3.4.
3.1.4.3.5 CE Egress Remarking
In addition to the Transparency features of the DSCP CoS model, BT Managed CPE Customers who order at least
one CoS class (EF or AF) have the option to have the DSCP value remarked on network egress (exit).
For each of the classes they have ordered bandwidth for, the Customer can optionally specify a single DCSP value
that will be used to overwrite the ToS values of all traffic in that class. This option works on a class by class basis,
namely you can set it up for some classes and not for others. The default for each is “no remarking”.
The combination of Customer Specified classification and Remarking allows BT Managed CPE customers to use
any arbitrary end-to-end CoS marking that they wish.
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Remarking can also be used for over–writing packets’ In or out of contract markings, which may be useful in
overcoming certain (rare) application problems.
3.1.4.3.6 Traffic Discrimination within a Class
Within each class queue (except the EF class), Weighted RED (Random Early Detection) is used to differentiate the
in and out of contract traffic. As the queues fill up, packets are dropped as shown in belo figure: packets are
dropped with increasing probability when the minimum threshold for their codepoint is exceeded, and all packets
with a particular codepoint are dropped when the maximum threshold for that codepoint has been exceeded.
Drop-
probability
Queue-fill
Max_threshold_in_contract
Min_threshold_in_contract
Max_threshold_out_of_contract
Min_threshold_out_of_contract
Figure 42 Weighted RED
For the management queue – a single “in contract” WRED profile is used.
For the AF queues – “in contract” and “out of contract” WRED profiles are used, for the in contract and out of
contract traffic respectively.
For the DE queue – “in contract” and “out of contract” WRED profiles are used. The in contract profile is used for
BGP traffic and the out of contract profile is used for other DE traffic. This ensures that BGP traffic is protected
under congestion.
What the Customer Orders / Specifies
Parameters Section(s) BT Managed CPE Customer Managed CPE

Standard Advanced Expert Standard Advanced Expert
Option Option Option Option Option Option
EF
Policed in contract bandwidth 3.1.4.1.3.2.4,
– CIPR 3.1.4.3.1, & Yes Yes Yes Yes Yes Yes
3.1.4.3.2
VoIP signalling 3.1.4.1.3.2.2 Yes Yes Yes N/A N/A N/A
EF Egress remarking 3.1.4.3.5 Yes Yes Yes N/A N/A N/A
AF
Number of AF classes 1 4 4 1 4 4
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Parameters Section(s) BT Managed CPE Customer Managed CPE

Standard Advanced Expert Standard Advanced Expert
Option Option Option Option Option Option
Policed in contract bandwidth Error! Reference
– CIPR (per AF) source not
Yes Yes Yes Yes Yes Yes
found., 3.1.4.3.1,
& 3.1.4.3.2
Multimedia 3.1.4.1.3.3.7 No Yes No No Yes No
Scheduling bandwidth – MIPR 3.1.4.3.4
No No Yes No No Yes
(per AF)
AF Egress remarking (per AF) 3.1.4.3.5 Yes Yes Yes N/A N/A N/A
DE
Scheduling bandwidth – MIPR 3.1.4.1.3.4.2 No No Yes No No Yes
Bleaching off9 3.1.4.1.3.4.1 &
Yes Yes Yes Yes Yes Yes
3.1.4.3.2.1
Management
Scheduling bandwidth – MIPR 3.1.4.3.4 No No No No No Yes
General
CE Classification 3.1.4.3.1 Yes Yes Yes No No No
Table 15: Service Offering Customer Order Matrix

Class of Service with Multiple VPN (mVPN)
MVPN is where more than one VPN connection is supported on a given access. MVPN is different from Shared
Access in that all VPNs must belong to the same customer as the site to which they are ordered.
MVPN support is currently not supported using DSL or HVPN.
3.1.4.5.1 COS Policy across the Access (CPA)
CoS across the Access for mVPNs is supported from an individual Access , no form of bandwidth allocation is
made per VPN, in other words multiple connections on a single Access share the Access bandwidth including any
Class of Service bandwidth, but not necessarily equally. The CoS and bandwidth characteristics are applied to
the entire Access and the VPN’s share the policy and bandwidth. Each VPN can burst to the full Port speed or
Access Class speed at any time
9
DE Bleaching is always off for sub-rate STM-1
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DSCP CoS applied across the Access TIR

EF
Connection 1
Access TIR
Connection 2
AF1, 2…..
Connection 3…
DE
Figure 43: CoS Policy per Access
3.1.4.5.2 COS Policy per Connection (CPpC)
CPpC rules are different as it is only technically possible at present to apply policies that hard partition the
bandwidth on a PVC basis. Each PVC has its own Policy governing its individual CoS and bandwidth
characteristics on the access. The Access bandwidth is defined by the physical access speed, and the port speed.
The The sum of the Connection TIRs i.e. bandwidth assigned to a specific vpn connection cannot exceed the Port
Speed.
Only CoS across the Access or CPpC is allowed. CoS Policy(s) which span a group of PVCs within an Access or Port
is not permitted. Ethernet is only available with CPpC when multiple vpn connections are needed. CPpC is also
supported where there is only a single vpn connection.
EF
Connection 1 AF
A
DE
c
EF
c
Connection 2 AF
e DE
s EF
Connection 3…n AF
s
DE
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Figure 44: CoS Policy per Connection

All Leased Line Access speeds from 64Kbps sub-rated E1/T1 to 155Mbps STM-1 can support MVPN. Ethernet
10M, 100M, & 1G can only support MVPN with CoS Policy per Connection.
mVPN is not supported on DSL Access or HVPN.

Leased Line Access will associate individual VPNs by using Frame Relay Encapsulated PVCs. Multiple VPN
connections are supported from by connecting each individual VPN with an associated Data Link Connection
identifier (DLCI).
Ethernet Access works in a similar way except VLAN ID replaces DLCI, and mVPN connections are supported by
connecting each individual VPN to a VLAN ID
The maximum number of VPNs that can be supported to a site is dependent on the access technology and
speed, the EF traffic loading and the CE selected.
3.1.4.5.3 Design constraints with CPA and CPpC
The design constraints can be found in the CPE Low Level Design Guidelinesavailable in the BT IP Connect Global
product Library:
https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_global/pages/library.aspx
or via the BT Alliance portal: http://www.btalliances.com/
21CN Ethernet using EFM in the UK only supports CPA currently.
Ordering a single VPN on a P2A Ethernet service is best done using CPPC and this is supported in SQE by the default
setting. With a single VPN provisioned there is basically no difference between using CPA or CPPC. However as CPA
on P2A Ethernet with multiple VPN is currently not supported customers are “future” proved for any potential move
to multiple VPN on their P2A Ethernet access by selecting CPPC right from the start. Customers provisioned with CPA
on P2A Ethernet and a single VPN will upon a change to multiple VPN need to go through a more complex
modification that will result in customer outage while the original configuration is removed a new configuration
established. This modification scenario is therefor also not supported via the Logical Amends process resulting in
longer processing times.
Table summarizing the guidance for design constraints with CPE and CPpC. CPE is not supported on Point to Point
for 10Mb interface due to the method used to deliver the 10Mb on our core network (Switch) which makes it looks
like a Aggregated access.
Point to Point Aggregated

TYPE 1a TYPE 2b
SPEED CPA CPPC CPA CPPC
10M X √ X √
100M √ √ X √
1000M √ √ X √
3.1.4.5.4 Maximum EF and VPN limits

3.1.4.5.4.1 Availability of mVPN with both CPA and CPPC options
Access Type CoS Policy CPA COS Policy per CPPC

Leased Line Yes Yes
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N*E1/T1 (FRF16.1) Yes No10

Point to Point Ethernet Yes Yes
Point to Aggregated Ethernet No Yes
HVPN / DSL11 No No
Table 16: mVPN with CPA and CPpC options
3.1.4.5.4.2 Multiple VPNs with COS Policy Across The Access
The number of VPNs which can have a connection on a Shared Access or an mVPN Access using AF/DE traffic will
be as shown:
• 2M – 4 VPNs
• 34M – 51 VPNs
• 155M – 101 VPNs
A site requiring support for (any) EF traffic may have a reduced maximum number of supported connections
and/or reduced maximum EF traffic support when compared with a single VPN site.
Access Speed 2M 34M 155M

Max VPNs 4VPNs 50VPNs 101VPNs
Max EF with Max VPNs 75%EF 8M EF 8M EF
Table 17: mVPN with CPA
Details on the maximum number of VPN’s supported in different scenarios’ is available in the CPE Low Level
Design Guidelinesavailable in the BT IP Connect Global product Library:
3.1.4.5.4.3 Multiple VPNs with COS Policy per Connection
The absolute maximum number of VPN connections which can be supported from a MPLS site is dependent on a
combination of CE router model, port speed and CoS requirements. Having CoS policies for each individual
connection has a CPU impact, hence the maximum number of connections and the maximum amount of EF that
can be supported is often lower than when the CoS policy is CPPC. Note that there is no restriction in the
number of sites in a VPN
The set of guidelines provided here does not yet cover all access types as further testing is required. This
document will be updated when further guidelines become available.
General rules
These rules apply generally both for bundled and unbundled access:
1. For access speeds above 2Mbps, the minimum connection size for a connection carrying EF is 1.5Mbps,
this is because <1.5M risks unacceptable jitter
2. The maximum EF CIPR on any individual connection is
o 75% of the connection bandwidth for leased line
o 50% of the connection bandwidth for Ethernet
On all CE’s the maximum number of different class maps that can be configured is 1023. For classification per
connection this limits the number of connections to 60 as in a worst-case scenario 16 class maps are needed per
connection. This has been the target limit for high-speed accesses.
10
CPPC and MVPN are not available for N*E1/T1 Leased lines
11 DSL and hVPN can only support a single VPN
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Details on the maximum number of VPN’s supported in different scenarios’ is available in the CPE Low Level
Design Guidelinesavailable in the BT IP Connect Global product Library:
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3.1.5 VPN Connections

VPN Connectivity
All VPNs are “any-to-any” in that there is no restriction in the core or CPE to stop one site communicating to any
other site within the customer VPN.
Multiple VPNs Phase 2 on Leased Line and Ethernet Access
Note : Multiple VPNs are not available on all access types and not in combination with all other features. Please
refer to the Compatibility Matrix.
With the current Ethernet Phase 2B design (aggregated Ethernet), we can’t support CPA with multiple VPN’s on a
Global PE as standard it is available as standard within the UK however.
3.1.5.2.1 Overview
The Multiple VPN feature allows customers to define more than one VPN within their network and connect sites
into a number of these VPNs. Each of their sites can be a member of all, or a sub-set of, each of these VPNs allowing
customer full flexibility over their VPN configuration.
Typically, customers can use this functionality to logically partition traffic within their organisation. For example,
an automotive customer may choose to segregate their Design department from their dealership network for
security purposes. The below figure shows a customer example with multiple VPNs defined – VPN RED, VPN GREEN
and VPN BLUE.
Site A Site B
Site C
Site F
Green
Site E VPN
Red
VPN
Blue
VPN
Site D
Site G
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Figure 45: Multiple VPN Service Feature
In this example, all sites are connected into the “global” VPN GREEN, however:
 Sites A, B and C are also connected into a “local” VPN RED.

 Sites D, E and F are also connected into a “local” VPN BLUE.
 Site G is a hub site and is connected into all three VPNs.
Where a CE supports connectivity into multiple VPNs, traffic from each VPN will be routed to a LAN interface on
the CE. The aim of the Multiple VPN service feature is to allow customers to partition routing and traffic between
sites securely right up to the Customer connection (LAN port).
3.1.5.2.2 Multiple VPN Service Features

3.1.5.2.2.1 Primary and Additional VPNs
In order to provision a Site that has multiple VPN connectivity, each VPN connection must be specified but also
one of the VPN connections must be recorded as the primary VPN. This is mainly for billing and management
purposes as all the features available on the primary VPN are now available on each additional VPN.
Each VPN connection can support the following features:
 Dynamic Routing (BGP)

 Secondary LAN address and DHCP relay
 Multiple Default Routes, Multiple Explicit routes, and Multiple Internet Gateways
 Termination to Separate LAN Ports or VLAN Presentation.
Note there are restrictions when resilient service is presented at a site – primary VPN must be the same on both
legs. Not all VPNs that appear on the primary leg need be present on the secondary leg but all VPNs that are on
the secondary leg must be present on the primary leg. The same VPN cannot appear more than once on the same
leg
3.1.5.2.2.2 Multiple VPN Service Features
The maximum number of VPNs per Customer is 100 as standard. It is possible to go above this limit however this
will require analysis via the Special Bid process. The maximum number of VPN’s per site is dependant on the Access
/ Port Speed and CPE that is being used if BT managed CPE.
Customers can define unique VPN Friendly Names that can be used to refer to each VPN.
3.1.5.2.2.2.1 Customer Managed CPE
The following table defines the maximum number of VPN connections that can be terminated on access
connections limited on port speed. Customers managing their own routers are advised that the following are
maximum values and the ability to support these values is dependent on the Customers CPE and on their Class of
Service configurations.
Port Speed
<=2M Port <=4M Port <=45M Port <=70M Port <=100M Port >100M Port
4 21 51 101 101 101
Table 18: Customer Managed CPE VPN Limits
3.1.5.2.2.2.2 BT Managed CPE

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BT will deploy the multi-VRF functionality on the CE router to support multiple VPN connections per access and
has tested the CE router performance to provide the following VPN limits. The absolute maximum number of VPN
connections which can be supported from a site is dependent on a combination of CE router model, port speed
and CoS requirements. Table 19 provides maximum VPN connections details for sites requiring only AF or DE traffic
support.
Port Speed
CE Router <=2M Port <=4M Port <=45M Port <=80M Port <=100M Port >100M Port
1921/1941 5 5 5 5 - -
2911/2921 5 5 5 - - -
2951 5 5 5 - - -
3945 - 35 45 10 10 -
ASR1001/2 - - 60 60 60 60
Table 19: Multiple VPN Connection Limits for AF/DE Class Traffic Sites
A site requiring support for EF traffic may have a reduced maximum number of supported connections and/or
reduced maximum EF traffic support when compared with a single VPN site. This is shown in below table.
Port Speed
CE Router <=2M Port <=4M Port <=45M Port <=70M Port <=100M Port >150M Port
1921/1941 5 (75% EF) 5 (50% EF) 5 (20% EF) 5 (DE only) - -
2911/2921 5 (75% EF) 5 (50% EF) 5 (20% EF) - - -
2951 5 (75% EF) 5 (35% EF) 5 (no EF) - - -
3945 - 5 (3M EF) 1 (no EF) 10 (20% EF) 10 (no EF) -
ASR1001/2 - - 60 (50% EF) 60 (50% EF) 60 (50% EF) 60 (50% EF)
Table 20: Multiple VPN Connection Limits for Sites Requiring EF Traffic
3.1.5.2.2.3 Multiple VPN Service Caveats
 Supported on leased lines and premium Ethernet as standard.

 On n x E1/T1 links only available using FRF16.1
 No support for Additional VPNs over ISDN Dial around the cloud, only the primary will be connected over the
backup link.
Full details can be found in the CPE Design Guidelines and CPE Configurations or on
https://www.btalliance.com/.
3.1.5.2.3 Service Presentation

3.1.5.2.3.1 Managed CPE Service
For Managed CPE solutions Multiple VPN’s enables the CPE to be VLAN aware and therefore each VPN can be
presented at the customer site on a dedicated CE LAN interface or VLAN. VLAN Tagging (802.1q) enables mapping
between VLANs to VPNs. The only rule is that a VPN can map to many VLANs, however, a VLAN can only map to a
single VPN (this is done to maintain seperacy of VPNs within the MPLS network).
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Figure 46: VLAN Presentation for Multiple VPN Site
3.1.5.2.3.2 Customer Managed CPE Service
For Customer Managed CPE services, the customer is responsible for configuration of the CE equipment and the
BT service demarcation is the leased line presentation to the customer site. The Frame Relay protocol is used to
logically present each VPN to the customer over this single physical access circuit. Each VPN is presented as a
dedicated Frame Relay PVC. It is the customer responsibility to select and configure a CE router to terminate these
PVCs.
3.1.5.2.3.3 DLCI and LAN Port Allocation
For Customer Managed CPE services BT will allocate a Frame Relay DLCI to each VPN using the following Rules:
1. The Primary VPN is allocated to DLCI 101.

2. Internet access is allocated to DLCI 103.
3. Each Additional VPN will be mapped to the first available DLCI starting at 301 and for each subsequent VPN
incremented by 1 (contiguously).
e.g. A customer has a site with 5 VPNs, A (Primary) B, F, G and Z. The DLCIs will be mapped to each VPN as follows:
VPN DLCI
A 101
B 301
F 302
G 303
Z 304
For Managed CPE services the customer must provide the mapping between the VPNs and LAN ports, (and VLANs
where used).
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Shared Access
3.1.5.3.1 Shared Access – General
A Shared Access is analogous to an access with multiple VPNs; however Shared Access will allow different
Customers who have their own VPNs to share an access. The Main Customer can be considered to “own” the
shared Access, and Sharing Customers will have a connection configured from their VPN on the Main Customer’s
Shared Access. There will be no limitation on the number of Shared Accesses which a Customer may have on
their VPN and similarly there will be no limitation on the number of Shared Accesses on which a Sharing
Customer may have connections. Currently, Customers may only share with other Customers from BT IP
Connect Global.
3.1.5.3.2 Shared Access – Detail
Shared Access may be used to support many different configurations a few of which are shown below to outline
its functionality
In the figure below, shows a Shared Access in which Customer A “owns” the Shared Access at Site A1. Customer
A will have a VPN which may have other accesses in addition to the Shared Access or just the Shared Access
alone. Customer B has their own VPN which has a connection over the Shared Access to Site A1.
In SQE the VPN belonging to Customer B is configured onto Customer A’s Access
A2
Multiple connections
within a common
access.
CE PE
B2
A1
Connection
Ordered by “A”
B1
Figure 47: Shared Access with 2 customers in an extranet configuration

The figure below shows Sharing Customers B to E and a Main Customer A. The Main Customer in this example is
an Application Hosting Centre which does not have any other accesses on its VPN.
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B
C
Application
Hosting
Centre
A1 D
Shared Access
Figure 48: Application hosting using Shared Access
3.1.5.3.3 Shared Access Security
BT will ensure the security of the VPNs over the Shared Access up to the Service Interface. The Main Customer
will be responsible for security of the VPNs after the Service interface.
Note: The Service Interface is the point to which the BT Service Extends. This will be the CE router interface
(RJ45 socket LAN Interface) for BT Managed and the NTE socket for BT Un-Managed.
It will be the responsibility of the Sharing Customer to ensure that where there is more than one Main
Customer’s Shared Access connected to the Sharing Customer’s VPN, then the Sharing Customer will be
responsible for the security of the Main Customer’s Sites and VPNs ie. Communication between Main
Customer’s sites over a Sharing Customer’s VPN shall not be allowed, this can be by means of the design of the
Sharing Customer’s VPN, unless this communication is specifically allowed and agreed with all parties preferably
by Commercial agreement.
3.1.5.3.4 Shared Access – Contractual Relationships
Some important definitions are included below:-

Main Customer – Customer (owner) of the Shared Access on which there will be VPN connections to other
customer VPNs.
Sharing Customer – Customer (owner) of the Shared VPN (since the VPN terminates at sites of more than one
customer) which has a VPN connection to the Main Customer Site.
1. All orders for the Shared Access will be from and with the Main Customer. With different channels we
will be able to identify the owning sales org. The selling sales org will need to contact that sales org to
allow the selling sales org visibility of the customer VPN once permission from that customer has been
granted. The existing principles will apply. Where the channel is not-wholly owned our contractual
relationship is with the channel. We’ll have to pass the obligations to the channel to ensure the
Main/Sharing customer signs the forms – and have the appropriate contractual relationships in place. It
will be good practice for us to require a copy of the forms from the channels and this will be stored in
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the customer documentation folder. Before orders for shared access will be accepted, an annex to the
original Service Schedule form must be received from the account team. This annex, which will be
signed by both parties, will signal that both parties are comfortable with the shared access
arrangement.
2. The Main Customer will act as First Line support and have a “Help Desk” to handle orders and faults
from the Sharing Customer. The Main Customer will be responsible for ordering any upgrades for access
and CoS bandwidth. The cost of the upgrade will be charged to the Main Customer.
3. The Main Customer will be responsible for capacity planning of the shared access link including CoS.
4. Fault reports from the Main Customer will be handled and logged as per normal MPLS service.
5. The Main Customer will manage the IP Addressing. Overlapping address ranges should not be allowed
and must be kept separate up to the Service Interface; it will then be the Main Customer’s responsibility
to manage Overlapping Addresses by VLANs, firewalls etc… i.e. This solution will not add additional
address/route filtering to accommodate overlapping address space but they will be provided network
design recommendations. Network design is the responsibility of the Main customer. Distinct Non-
overlapping addressing for same VLAN is also necessary, if resilience is required.
6. If content resilience is required, the Main Customer is responsible for setting up routing to multiple
content sites.
8. Need a registered AS number at Main Customer site to avoid AS Number clash, The Main customer will
provide the Registered ASN. Only needs to be unique within a VPN not necessarily registered. BT can
supply up to 7 Private AS numbers per Main Customer if the Customer cannot source this themselves.
These should not be used for any public access to the Internet or outside of the demarcation points of
the provided service.
9. Main Customer will be responsible for security of their network. Secondary customers must also be
responsible for their own security. There is a joint responsibility here for both to have a contractual
arrangement which ensures cooperation
10. Similarly the Main Customer is potentially vulnerable to DOS attacks, Viruses etc.. originating from VPNs
connected to service. BT IP Connect Global will NOT provide any additional security over and above that
provide as part of the standard product.
11. Standard tilization reports will be provided. FR encapsulation or 802.1q is necessary if per VPN
Connection reporting is required. Per CoS reporting will not be provided until this facility becomes
available. Report goes back to the Main Customer only
12. Site to site reports will NOT be provided between Main Customer site and Sharing Customer site.
13. Utilisation reports will only be provided to the Main Customer for the Shared Access.
14. All billing and ordering for site services would remain with the customer/account for that site. Billing for
the Shared Access and all connections will be to the Main Customer. All fault reports for the Shared
Access must be passed to BT by the Main customer
15. The process for Service Termination is as follows:. The Main Customer will raise the Change Request for
termination of Shared Access service. We take our instruction from the Main Customer in all things
relating to the Shared Access.
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3.1.6 Customer Premise Equipment
The CPE versions listed below are certified tested and supported on the IP Connect Global service.
Please refer to the Sales Catalogue and the IP Connect Global Bundled CPE Launched Low Level Design and
Ordering Guidelines for the most up-to-date CPE coverage. Indirect channels should refer to
http://www.btalliances.com.
Customer Edge Router (CPE) Options
The following CPE models are certified for use with the IP Connect Global service:
Availability
Router Model
Leased Line Ethernet
C881 - Standard
C891F - Standard
CISCO1921 Standard Standard
CISCO2911/2921 Standard Standard
CISCOASR1001 Standard Standard
CISCOASR1002 Standard Standard
CISCOASR1002-X - Standard
HUAWEI AR1220* Standard Standard
HUAWEI AR2220* - Standard
HUAWEI AR3260* - Standard
Table 21: BT Certified CPE models for Ethernet and Direct Leased Line
The current coverage of Huawei routers include: Australia, Hong Kong, China, Singapore, Belgium, Netherlands,
United Kingdom, Spain, Germany, Italy, Japan, Korea, Taiwan, New Zealand, Indonesia, Thailand, Malaysia, France,
India, Luxembourg, Austria, Switzerland, South Africa.
Router Model DSL Type Internet

ADSL SDSLBased
Access Circuit Presentation
Access
(a.k.a. HVPN)
c881-K9 Yes Yes Yes Ethernet
c886VA-K9 Yes No - Wires only (ISDN)
c887VA-K9 (Standard DSL) Yes No - Wires Only (PSTN), ADSL2+
CISCO888-SEC-K9 No Yes - Wires Only SDSL
C891F-K9 No No Yes Ethernet
CISCO1921 Yes Yes Yes Wires Only (ISDN, PSTN)Ethernet
CISCO1941 Yes Yes Yes Wires Only (ISDN, PSTN) Ethernet
CISCO2911 Yes Yes Yes Wires Only (ISDN, PSTN) Ethernet
HUAWEI AR156 Yes No - Wires Only (ISDN)
HUAWEI AR157 Yes No - Wires Only (PSTN)
HUAWEI AR206 Yes No - Wires Only (ISDN)
HUAWEI AR208E No Yes - Wires Only SDSL
Table 22: BT Certified CPE models for DSL & HVPN access
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As part of the implementation process for IP Connect Global with managed CPE, BT’s CPE supplier will provide
the relevant BT Certified IOS version, which will provide the required support for the IP Connect Global features
described in this document. The routers and interfaces that are supported on a per Country basis are detailed in
the DSL for IP Connect Global: Product Catalogue document . Indirect channels should refer to
http://www.btalliances.com.
It is possible for customers with IP Connect Global and Customer Managed CPE to request BT to supply the CPE
with the relevant hardware maintenance. In this case only the routers detailed in Error! Reference source not
found. will be supplied with a BT certified IOS version.
The software configuration options to support the features described in this Technical Service Description, and
the hardware options are limited to those defined in the DCA and in the IP Connect Global CPE Design
documentation. Full details can be found in the IP Connect Global Bundled CPE Launched Low Level Design on
the IP Connect Global website. . Indirect channels should refer to http://www.btalliances.com.
Features Supported by the CPE model for IP Connect Global Managed CPE
3.1.6.2.1 Feature Availability
Not all features are available on all CPE models. Please see the Managed CPE Network Low Level Design, (Section
3.6.1.2), for details.
3.1.6.2.2 Speed Support (Access, Port and Class of Service)
The access line speeds, port speeds and class of service speeds supported by the individual CPE are detailed in the
Managed CPE Network Low Level Design, (Section 3.6.1.2).
3.1.6.2.3 CPE LAN Support
Each CPE can support a number of physical LAN interfaces, which can connect into different Customer VPNs
(restricted to the number of LANs indicated in IP Connect Global Bundled CPE Launched Low Level Design on IP
Connect Global website or on http://www.btalliances.com.), and Gateway / Multiple Services VPNs in the IP
Connect Global network as shown below:
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Figure 49: CPE LANs
Customer VPN LANs – these are the LANs for connecting to the customer’s VPNs.
 Each VPN will terminate on a separate LAN Connection.

 Interfaces supported – Ethernet or Fast Ethernet
 LAN addresses – supports one LAN Address (network address and sub-net mask), and up to 4 secondary
addresses. Customers need to be aware that the CPE are not dimensioned to switch traffic between sub-nets
on the same LAN and that such local switching may have an impact on the performance of the CPE. Customers
should try to ensure that little or no local switching is needed.
 DHCP Relay Agent Support – support for DHCP relay agent as described in RFC 1542. Up to 4 DHCP server
addresses can be configured per CPE.
See the Managed CPE Network Low Level Design (Section 3.6.1.2) for details of the LANs that can be supported by
each CPE type.
3.1.6.2.3.1 CPE VLAN Support
Some CPE can also support VLAN (Virtual LAN Addressing) on each physical LAN Connection. Customers who use
VLANs within their Site network can now map their customer VPN connections to a VLAN Address directly without
the need for additional cabling, switches or additional physical LAN ports on the CPE. Figure 50 shows a customer
with a multiple VPN connection being delivered to a site, delivered to a single LAN port but partitioned into
separate Virtual LAN (VLANS). VLANs can only be mapped to one Customer VPN, however, a VPN can map to many
VLANs to maintain the separation of each VPN within the customer network.
The VLAN Protocol supported is 802.1q. The routers that support VLANs and the maximum number of VLANs is
detailed in the IP Connect Global Bundled CPE Launched Low Level Design on the IP Connect Global website. .
Indirect channels should refer to http://www.btalliances.com.
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Figure 50: VLAN support on CPE
The IP Connect Global CE router must not be used as a LAN Gateway to route traffic between VLANs configured
on separate LAN ports on the CE.
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3.2 Other Standard Features

3.2.1 IP Connect – Intelligence seeding
For IP Connect Global and IP Connect UK opportunities over £3m we can now include application performance
monitoring as standard. To enable this we have included Connect Applications in the BCM and pricing tools,
making it easy for you to offer these services together. The seeding is the embedding of a simplified Connect
Applications solution at a fraction of the cost of a fully managed service. It provides significant sales value add to
the customer at a cost that can be included/ embedded as part of the network deal (cost circa 1.7% of the monthly
network cost).
The added feature is based around Connect Intelligence and provides customers with better visibility and
understanding of their existing applications environment. This can help to identify performance problems on the
customer’s infrastructure and help bring customers infrastructure under control.
Connect intelligence provides performance monitoring of applications and internal user experience enabling the
customer to:
• Assess application usage and adoption across the enterprise
• Find and fix application performance problems faster – resulting in less impact to end users and business
processes
• Maintain availability/quality of service for business critical applications
Benefits to BT
Increasing win rates on network deals, creating a differentiated network to win and the ability to improve resigns.
Key features
Monitoring will show the performance and availability of the network change over time, and whether those
statistics are high or not. They will also show changes of time statistics, loss rate, link utilization, and traffic volume.
The offering gives broad network and application visibility enabling customers to understand:
• What applications are being used across my network?
• Which applications are using the most bandwidth?
• Which sites/locations are using the most bandwidth?
• Where are my applications being used?
• Who are the top users of my applications?
The offering
• 1x Monitoring Device (probe) placed in appropriate datacentre collects the customer data
• 1x Analysis Server displays data in a dashboard
• Design and Implementation
• Coaching
• Automated Report
The report generated will show details of all of the applications TCP based application environment running on
their network (compiled as a list), including application usage, availability and performance. Including
• Application traffic volume by interval
• Identification of the Top 10 Applications
• Identification of the Top 10 Clients
• Identification of the Top 10 Servers
Pricing and Ordering

For those opportunities that meet the qualification criteria, the associated cost for the feature will be included in
the SQE driven BCM.
This feature is not orderable via the standard SQE process, and so a separate Order Form and Data Capture Form
will need to be completed and submitted. The SQE driven BCM has a link to where the necessary forms that need
to be completed are.
The Sales team will need to complete this and submit the forms to the to the Connect Applications service team
(SOLU AAI TEAM G).
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There may be some opportunities that require more than what the seeding offers, and this can be supported by
the standard pricing for Connect Intelligence using the Connect Intelligence Pricing Tool.
Collateral:
IP Connect Global seeding with Connect Applications service description
3.3 Compatibility Matrixes
The following tables show the compatibility between different feature sets. The first of the two Compatibility Matrix
tables illustrates Feature vs. Access type whilst the second table is Feature vs. Feature. Numbered items offer more
explanation to support the decision making process.
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Plus, Standard DSL (on IP

100M/1G Ethernet access
Standard DSL (global)

Premium DSL (global)
UK Enhanced Access
UK Enhanced Access
UK Enhanced Access
UK Enhanced Access
10M Ethernet access
Premium DSL (on IP

Plus DSL (global)
(on UK IP Clear)
(on UK IP Clear)
(STM1 / OC3)
Reach-In NNI
Leased Line
Leased Line
Leased Line
Leased Line
Leased Line
Hybrid VPN
(n x E1/T1)
Basic DSL
(up to 2M)
(E3 / T3)
Ethernet
Clear)
Clear)
BT Managed Feature Compatibility
on any given customer site
BT Managed CPE Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
Customer Managed CPE Y Y [1] Y Y Y Y Y Y N N N Y Y Y Y N
EF Class Y Y [2] Y Y Y [11] Y [11] Y N[4] N[4] Y [14] N Y N[4] Y Y Y
AF Class Y Y Y Y Y Y Y Y N[4] Y [14] N Y Y Y Y Y
DE Class Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
Sub-rate ports Y n/a Y Y Y Y n/a[3] n/a[3] n/a[3] n/a[3] n/a[3] n/a[3] n/a[3] N[5] Y Y
Failover port Y Y Y Y Y Y Y[6] Y[6] Y[6] N Y Y[6] Y[6] Y[9] Y[10] Y
Static routing Y Y Y Y Y [8] Y [8] Y Y Y Y Y Y Y Y Y Y
Dynamic routing Y Y Y Y Y Y Y Y N N N Y Y Y Y Y
Default route Y Y Y Y Y Y Y Y Y Y Y Y Y Y[12] Y[12] Y
Multiple default routes Y Y[13] Y Y Y Y Y Y Y Y N N N Y Y N
Multiple specific routes Y Y[13] Y Y Y Y Y Y Y Y N N N Y Y N
Multiple VPN Y Y[13] Y Y Y[7] Y[7] N N N N N N N Y Y Y
SNMP Access Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
DHCP Relay Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
Secondary LAN addresses Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
NOTE: Several features are not developed for the DSCP model - namely ATM access. STM-4/OC-12 available via special bid
Customers requiring any of these features are best advised to remain with the 3 CoS model.
[1] FRF16.1 with Cuustomer Managed CPE is only available via Special Bid
[2] FRF16.1 now launched as standard and supports EF class
[3] DSL and hVPN accesses are only supplied with a single PVC and cannot support multiple VPNs.
[4] EF cannot be supported on contended DSL and no CoS yet available on Standard/UK Enhanced access
[5] Sub-rate ports are not offered on the UK platform for leased line.
[6] Can only be used as the failover (stand by) link not the primary. Note only Premium and Plus DSL can be used for a standby Failover port.
[7] Multiple VPNs are only available via special bid
[8] Dynamic routing is strongly recommeded for Ethernet access
[9] Uses the UK variant of Failover port (protected access) with a single port presentation.
[10] With another Ethernet access - fibre routes are separated.
[11] 10M - EF only available with single VPN and to 50% of the port rate. 100M/1G - EF only available up to 250M or 50% of port rate, whichever is lower
[12] One default route per interconnect / VPN support for Internet Gateway on IP Global Connet VPN.
[13] Tested and launched with FRF16.1, up to 4 VPNs supported
[14] Bundle 2b and 3 only. CoS values are fixed: 10% EF, 10-10% AF1-4, 50% DE
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Date of issue: Dec 2015
Owner of Document: IPCG Product line
Queries: see contact list on https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_global/pages/contacts.aspx
INTERNAL
Sub-rate 100M/1G Ethernet ports

Sub-rate 10M Ethernet ports
Sub-rate STM-1/OC-3 ports
Secondary LAN addresses

Sub-rate ports E3/T3 ports
Customer Managed CPE
Multiple specific routes

Multiple default routes
BT Managed CPE
Dynamic routing
SNMP Access
Sub-rate ports
Static routing
Multiple VPN
Default route
DHCP Relay
Failover port
DE Class
EF Class
AF Class
BT Managed Feature Compatibility on
any given customer site
BT Managed CPE
Customer Managed CPE n/a
EF Class Y Y
AF Class Y Y Y
DE Class Y Y Y Y
Sub-rate ports Y Y Y Y Y
Sub-rate ports E3/T3 ports Y Y Y Y Y n/a
Sub-rate STM-1/OC-3 ports Y Y Y Y Y n/a n/a
Sub-rate 10M Ethernet ports Y Y Y Y Y n/a n/a n/a
Sub-rate 100M/1G Ethernet ports Y Y Y Y Y n/a n/a n/a n/a
Failover port [3] Y N [2] Y Y Y Y Y Y Y Y
Static routing Y Y Y Y Y Y Y Y Y [6] Y [6] Y
Dynamic routing Y Y Y Y Y Y Y Y Y Y Y n/a
Default route Y Y Y Y Y Y Y Y Y Y Y N Y
Multiple default routes Y Y Y Y Y Y Y Y Y Y Y N Y n/a
Multiple specific routes Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
Multiple VPN Y Y Y Y Y Y Y Y Y [5] Y [5] Y Y Y Y Y Y
SNMP Access Y n/a Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y [1]
DHCP Relay Y n/a Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
Secondary LAN addresses Y n/a Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
[1] SNMP supported on primary VPN only

[2] Failover port is a discounted port price only applicable if only one access is used at a time. Customer managed CPE can use both accesses, so not discounted
[3] Failover port is designed to use one fixed access to back up another
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3.4 Product Dependencies
This product (IP connect Global) is not dependent on any other BT product/service.
3.5 Conformance to Standards
N/A
3.6 Product Options

3.6.1 Global Options
BT Managed vs. Customer managed CPE
Depending on the options selected from both the IP Connect Global Service and the VPN Service Options, IP Connect
Global can be either BT Managed or Customer Managed. In the most simplistic terms, ‘BT Managed’ means the CPE
is being managed by BT on behalf of the customer. In the most simplistic terms, ‘Customer Managed’ means the
customer is managing the CPE.
As standard, the two models cannot be mixed in the same network – all the sites in a customer network must be BT
Managed or all the sites must be Customer Managed.
3.6.1.1.1 BT Managed CPE
The core and access outside channel territory are managed by BT Global Products. The channel manages the CPE
and access within channel territory. The channel delivers features in the CE for their customers as part of the IP
Connect Global Service. A degree of trust relating to traffic policing exists between the core and the CE in that if
traffic policing is carried out in the CE then it does not need to be repeated in the PE.
For IP Connect Global, if any ONE (or more) of the following items from the VPN Service Options or the IP Connect
Global standard product are chosen, then the ‘BT Managed CPE’ model must be used.
 Any CPE Proactive Fault Management Option (Proactive Monitoring, Preventative management) – VPN Service
Options
 CPE Configure and commission – VPN Service Options
 Failover Port – IP Connect Global
 ISDN Dial Around the Cloud for BT managed routers – VPN Service Options
 SNMP Read only access to BT managed routers (CPE) – VPN Service Options
 Standard Customer site performance reports (CE to CE reports) – IP Connect Global
 Additonal Customer site performance reports (CPE performance reports, additional CE to CE reports) – VPN
Service Options
 Any Top ten Health report option – VPN Service Options
 Configuration Management – VPN Service Options
If one of the above options is selected then ALL of the following VPN Service Options must be chosen in order to
provide the ‘BT Managed CPE’ model
 CPE from BT (Customer rented or Customer owned)

 One of the CPE Equipment maintenance options (24x7x3 or 8x7x3 or 8x5x3 or 24x7x5 or 8x7x5 or 8x5x5)
 CPE Configure and commission
 Configuration Management
 One of the CPE Proactive Fault Management options (Router Surveillance or Proactive Monitoring or
Preventative management)
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The Service management boundary of the IP Connect Global Managed CPE model is the LAN interface on the CPE
router provided by BT. This includes provisioning, maintenance and pro-active management of all elements up to
this Service management boundary. This is illustrated in the diagram below, (Figure 51):
Customer BT Frame BT MPLS Customer

Premises PTT PTT
Relay/ATM Core Network Premises
Service
ATM DSL
Access Access
Large Circuit IGX IGX Circuit
Corporate Large
Site A Corporate
DLCI Site B
Access
CPE
CPE
Router
Port BT MPLS Provider Access
Port Router
Edge Routers (PE)
Managed CPE Service Management Boundary
Figure 51: IP Connect Global Managed CPE Service Components for Fixed Access Sites
The local BT Sales and Service organisation is responsible for configuration of the CPE. The BT Sales and service
organisation may order the CPE from BT, in which case BT will be responsible for purchase, installation and hardware
maintenance, otherwise the local BT Sales and Service organisation must provide these functions. If BT is providing
the CPE, the CPE will come with a base configuration and will be connected to the IP Connect Global network for in-
band CPE management.
The local BT sales and service organisation must provide the loopback IP address (registered address only) and AS
number (if PE to CE routing is BGP4). Due to network constraints, the loopback address must be unique on the IP
Connect Global network and this will be validated during the ordering progress. Changing the loopback address
would require similar checks to be performed.
3.6.1.1.2 Customer Managed CPE
The core and access outside the BT channel territory is managed by BT Global Products. The BT channel manages
access within territory. The CPE is managed by the customer. CPE can be supplied by BT if required but will NOT be
managed with this option.
In the US and Saudi Arabia, the Network Terminating Unit (NTU) is sold separately from the access circuit. Customers
who choose the Customer Managed option may need to order the NTU.
The Service management boundary of the IP Connect Global Customer Managed CPE model is at the NTU of the
Access Circuit provided by BT. This includes provisioning and maintenance of all elements up to this Service
management boundary. In addition the IP Connect Global Core Network is pro-actively managed by BT12.
This is illustrated by the diagram below, (Figure 52):
12In most cases BT cannot pro-actively monitor the access circuit because this is managed by a third party provider, and as BT is not managing
the CE, BT cannot use CE reachability to detect access circuit failure
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Customer BT Frame BT MPLS PTT Customer

Premises PTT Premises
Relay /ATM Core Network
Service
ATM DSL
Access Access
Large Circuit IGX IGX
Circuit Large
Corporate
Site A Corporate
DLCI Site B
CPE Access CPE

Port Access
Router BT MPLS Provider Port Router
(CE) Edge Routers (PE) (CE)
Unmanaged CPE Service Management Boundary
Figure 52: IP Connect Global Customer Managed CPE Service Components
The BT Sales and Service organisation will be responsible for fault diagnosis across the access circuit from the Access
port (IP Connect Global PE port for dedicated leased line access) to the NTU at the Customer Premises.
The Customer may order the CPE (when required) from BT, in which case BT will be responsible for the purchase,
installation and hardware maintenance. If BT is providing the CPE, the CPE will come with a base configuration and
connected to the IP Connect Global network. The Customer will be responsible for ongoing configuration
management of the CPE as well as any software maintenance, (e.g. IOS upgrades). Any Hardware or Firmware
upgrades of the CPE requested by the Customer must be directed to the customer’s BT Sales and Service organisation
who are responsible for requesting upgrades.
If this CPE supply option is not taken then the Customer is responsible for providing these functions.
The Customer must provide BT with the loopback IP address and AS number (if PE to CE routing is BGP-4). Due to
network constraints, the loopback address must be unique on the IP Connect Global network and this will be
validated during the ordering progress. Changing the loopback address would require similar checks to be
performed. The loopback addresses can be private or registered addresses.
IP Connect Global, eDCA and SQE
IP Connect Global has historically been sold by direct channels using a number of different quotation and ordering
tools such as APE, CPE+, Sales Catalogue and eDCA. In 2012 BT introduced a single sales tool for quoting and
ordering called Sales Quote Engine (SQE) which enables the selling of IP Connect Global by both Direct sales
channels and BT Alliance enabled Indirect sales channels.
Due to historic inventory reasons not all IP Connect Global orders for existing customers can yet be fully supported
by SQE however work is ongoing to bring the outstanding customers and services into scope of SQE.
Due to eDCA and SQE developments not running fully in synch and with all new developments on IP Connect
Global only being done on SQE (unless a critical requirement for eDCA) there are some differences between what
can be ordered as standard via the SQE and eDCA routes and the difference is shown in the tables below. Features
only orderable via either the SQE or eDCA route are indicated in the specific section.
3.6.1.2.1 Feature comparison matrix
- Please note that features and Access availability are Country and Supplier dependant
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- Not all features are in-tarrif. Consult pricing guides
Microsoft Excel
97-2003 Worksheet
3.6.2 Country/Regional Options
None
3.7 Product Variants
A variant is a related products or flavours which could be of interest for the complete solution design. These solutions
typically require tier 4 designs and is not approvable via TPE.
3.7.1 Global Variants
None
3.7.2 Country/Regional Variants

Benelux - NIS
BT Netherlands Extranet service, not in scope for BT IP Connect Global2.
Germany - Netflow reporting
BT Germany offers additional management capabilities for the A-ended customers using the Netflow reporting tool.
Details of the capability are available here (BT Direct channels only):
http://globalservices.intra.bt.com/products/service_packs/de_VAS/sales-dokumente.html
Ireland - DSL
In Ireland A-end customers can have Standard DSL with BGP routing configured.
Italy - Interconnect to local MPLS network
In Italy a NNI is in place to offer MPLS connectivity outside of Italy to domestic Italian customers connected to the
domestic Italian MPLS platform. There are 2 NNI interface, one in Milan San Donato and one in Rome (site
Torrespaccata). The connections are done using GbE links, although there is an aggregated bandwidth constraint on
the globale side (300 Mbps up to date) that can limit the bandwidth availability
The configuration between domestic and global MPLS, is a Back to back VRF that means a the domestic MPLS PoP is
seen as a CE by the MPLS global PE and Viceversa. The domestic Mpls is a 4-Cos based network, with a mapping
towards the global MPLS 6 cos model.
This Gateway and the domestic MPLS platform can be used to deliver local Italian access for Global customers as
well for B-end requests that have gone via the local Italian B-end SPOC.
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Nordics - TDC Interconnect
TDC NNI- There is an NNI between BT MPLS and the TDC MPLS network. This was built only for A-ends to be able to
meet market price levels for solutions but there are also a couple of large B-end customers using this network.
Currently there is no one owning the TDC-NNI, as this was a locally developed / supported solution.
Nordics - Dark Fiber access
Dark fibre access to BT IP Connect Global/MPLS in Sweden is not supported via APE. The dark fibres are quoted
directly from the suppliers, typically Stokab or in some cases Skanova. This is all handled by the sales engineers. In
many cases a non standard request via TPP is also required.
Nordics - NSC SLA tool
NSC is both a tool for the Service Desk, CRMs, etc. It is also sold as part of the Service Options to customers. The key
part of the NSC is as a customer portal where they can see their statistics, set-up real-time measures. See threshold
breaches etc
Spain - Interconnect to local Ethernet platform
In Spain a NNI is in place to offer MPLS connectivity to domestic Spanish Ethernet customers requiring connectivity
outside of Spain.
This interconnect is not available for delivering service into Spain.
US - DSL
In the US DSL Premium is defined as below.
Package Speeds Supported (Kbps) 2 Classes Supported DSL Type Contention

EF AF DE ADSL SDSL Ratios 3
Premium 256, 512, 384, 512, 1024, No Yes Yes Yes Yes 1:2
1536, 2048, 3000, 4000,
6000, 8000 & 9200
Normally a Premium DSL service has no contention
Enhanced UK Access (Applicable for ordering via eDCA only)
Available speeds for Enhanced UK Access are as follows (see Error! Reference source not found.):
Access Technology Speeds Supported
Enhanced UK Access Leased Line Standard Access
128, 256, 512, 2048 Kbps, E1 (2048 Kbps – with subrate ports), E3
(34 Mbps)
Protected Access
E3 (34 Mbps), STM-1 (155 Mbps)
Failover Dual PoP
2048 Kbps, E1 (2048 Kbps – with subrate ports), E3 (34 Mbps),
STM-1 (155 Mbps)
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Ethernet Access Standard, Failover Single PoP, Failover Dual PoP

100, 1000 Mbps (10 Mbps Fibre access has been withdrawn, EFM
still available)
21CN Harmonised Ethernet options now available, for details
please check the UK Access section of the MPLS Library
DSL "Premium" Access up to 24 Mbps on WBC ADSL2+
DSL "Plus" Access up to 24 Mbps on WBC ADSL2+
DSL “Standard”Access Only on WBC ADSL2+, up to 24 Mbps
3.7.2.10.1 Ethernet in the UK (Enhanced UK Access)
This is available throughout the UK via 21CN. This option is not available in Hull, Isle of Man, Scilly Isles and the
Channel Islands, or:
 more than 25km from a Service Point in the UK with Standard Ethernet access
 more than 20km from a Service Point in the UK with Failover option
 and more then 35km from a Service Point in the UK with GigE
Unlike Leased Line delivery, which can be “backhauled” over transmission infrastructure to reach almost anywhere
in the UK, Ethernet requires direct fibre between the customer premises and the serving MPLS PoP. This non-
amplified fibre infrastructure has a radial distance limit shown above. Customer sites that fall outside of either of
these parameters can not benefit from Enhanced UK Ethernet access.
EF and AF Classes are supported over Enhanced UK Ethernet access.
It is not possible to mix access technologies using Enhanced UK Access. (i.e. Leased Line Primary – Ethernet
Secondary), even if the secondary circuit is out of distance of the nearest POP.
3.8 Roadmap
The official product roadmap (BT Direct channels only):
https://officeapp.bt.com/sites/gsintranet/roadmap/RoadmapPages/ShowActivities.aspx
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4 Service Description
4.1 Service Elements
4.1.1 CPE
Depending on the options selected, IP Connect Global can be either BT Managed or Customer Managed. In the
most simplistic terms, ‘BT Managed’ means the CPE is being managed by BT on behalf of the customer. In the most
simplistic terms, ‘Customer Managed’ means the customer is managing the CPE.
As standard, the two models cannot be mixed in the same network – all the sites in a customer network must be
BT Managed or all the sites must be Customer Managed.
BT Managed service Customer managed service

Service option BT provided CE Customer BT provided CE Customer Comments
provided CE provided CE
Support center options
Call Home in tarif (N/A) in tariff in tariff
Call Local Chargeable (N/A) Chargeable Chargeable Not available via eDCA
Call central Special bid (N/A) Special bid Special bid Not available via eDCA
Change Mangement options
CE Change Chargeable (N/A) N/A N/A Needs to be selected for a managed
Management service. Auto selected in SQE
Core & CE management
Pro-active core in tarif (N/A) in tariff in tariff
management
Pro-active CE Chargeable (N/A) N/A N/A Auto selected in SQE.
management
Preventative CE Special bid (N/A) N/A N/A Requires manual configuration.
management
CE SNMP R/O access Chargeable (N/A) N/A N/A
Telnet access Special bid (N/A) N/A N/A Should not be offered pro-actively!
Service delivery
Out of Hours service Chargeable (N/A) Chargeable Chargeable
activation
CE Configure and in tarif (N/A) in tariff N/A This covers the base BT Config only
commission for Customer Managed CE.
CE Maintenance An option must (N/A) An option must N/A Subject to availability.
be choosen be choosen
Reporting
eService starter pack in tarif (N/A) in tariff in tariff Not available for services via eDCA
Near real time in tarif (N/A) N/A N/A
reporting
CE Performance Chargeable (N/A) N/A N/A
DSL Plus reporting Chargeable (N/A) N/A N/A Only available on DSL Plus access
Port errors and Discards Chargeable (N/A) Chargeable Chargeable For customer managed only
report available based on the PE.
Exception reports Chargeable (N/A) N/A N/A
Forecast reports Chargeable (N/A) N/A N/A
Site to Site Performance Chargeable (N/A) N/A N/A
The local BT sales and service organisation must provide the loopback IP address (registered address only) and AS
number (if PE to CE routing is BGP4). Due to network constraints, the loopback address must be unique on the IP
Connect Global network and this will be validated during the ordering progress. Changing the loopback address
would require similar checks to be performed.
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Customer Managed CPE
The core and access outside the BT channel territory is managed by BT Global Products. The BT channel manages
access within territory. The CPE is managed by the customer. CPE can be supplied by BT if required but will NOT
be managed with this option however BT will provide hardware maintenance support
In the US and Saudi Arabia, the Network Terminating Unit (NTU) is sold separately from the access circuit.
Customers who choose the Customer Managed option may need to order the NTU seperatly from a third party.
The Service management boundary of the IP Connect Global Customer Managed CPE model is at the NTU of the
Access Circuit provided by BT. This includes provisioning and maintenance of all elements up to this Service
management boundary. In addition the IP Connect Global Core Network is pro-actively managed by BT13.
The BT Sales and Service organisation will be responsible for fault diagnosis across the access circuit from the
Access port (IP Connect Global PE port for dedicated leased line access) to the NTU at the Customer Premises.
The Customer may order the CPE (when required) from BT, in which case BT will be responsible for the purchase,
installation and hardware maintenance. If BT is providing the CPE, the CPE will come with a base configuration and
connected to the IP Connect Global network. The Customer will be responsible for ongoing configuration
management of the CPE as well as any software maintenance, (e.g. IOS upgrades). Any Hardware or Firmware
upgrades of the CPE requested by the Customer must be directed to the customer’s BT Sales and Service
organisation who are responsible for requesting upgrades.
If this CPE supply option is not taken then the Customer is responsible for providing these functions.
The Customer must provide BT with the loopback IP address and AS number (if PE to CE routing is BGP-4). Due to
network constraints, the loopback address must be unique on the IP Connect Global network and this will be
validated during the ordering progress. Changing the loopback address would require similar checks to be
performed. The loopback addresses can be private or registered addresses.
4.1.2 Access
As per the 24x7 cross portfolio program:
Access circuits are supplied either with BT own resources or via a third party (e.g. the local PTT), As such the hours
that individual circuits are covered for maintenance will vary depending on the specific supplier, and the specific
customer location. In-country availability will, in some locations, be subject to some geographic limitations, and
there could be some difficulty in the Supplier providing the service.
Where 7 x 24 is available, some suppliers charge for the services, and often those charges are inconsistent. This
is often due to the fact that suppliers buy in these services, from third parties, who charge variable, distance
related, fees.
7x24 Enhanced Service Restoration offer provides a range of options, available as part of the BT Global Services
Customer Service Options Portfolio.
In essence, BT provides 7x24 ESR, where available, in 80% of the countries where we do business, with over 60%
of those offers are in-tariff, that is free of incremental charge.
13In most cases BT cannot pro-actively monitor the access circuit because this is managed by a third party provider, and as BT is not managing
the CE, BT cannot use CE reachability to detect access circuit failure
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7 x 24 Enhanced Service Restoration offers customers:
Out of hours maintenance for their access circuits, so irrespective of what time a fault occurs the customer can
rest assured that, once reported, work will commence immediately to restore the service.
Field Engineer Despatch where necessary.
4.1.3 Network
BT uses the SMARTs system to ping all devices connected to the BT IP Connect Global network every 2 minutes.
This requires the CE in the BT IP Connect Global network to be correctly configured.
When a fault is detected SMARTs uses algorithms to do a root cause analysis of the fault and determine the
appropriate fix time based on the site resiliency. After determining the root cause SMARTs will trigger the creation
of a trouble ticket in Expedio. The trouble ticket is then sent to the queue for the specific service team responsible
for fixing the diagnosed fault.
For networks fully provided via SQE updates to customers can be sent automatically to the customer contact when
their e-mail contact details are correctly available in Expedio.
Core Network
BT’s core networks are designed with a high degree of self-healing, and are proactively managed twenty fours
hours a day from our central management centres.
Immediately BT detects a service-affecting event on the network it will begin remote diagnosis and attempt to
resolve the condition.
BTs In-life Service Desk provides a reception and diagnostics service for customers’ Network problems.
4.1.4 CE Change Management
BT will perform defined configuration changes from a remote network management centre.
BT is responsible for performing all network changes. Customers can select CPE Configuration Change
Management from BT who will then own the router configurations and will prevent the customer from gaining
direct access. BT will manage access to the customer’s network using secure password management systems and
processes, which for Cisco devices, central password management servers (TACACS) are used. This mechanism
assigns passwords to users and conforms to BT’s Security Policy.
As part of this service, BT will be responsible for network design authority and will ensure that any proposed
reconfigurations of routers do not conflict with the existing network.
Within the CE change management tariff BT Customers can request up to 5 network affecting changes per year
per site.
Some network changes also require configuration changes on the CPE. Changes covered by the tariff are defined
as part of the SSR project.
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4.2 Service Options
Options is defined as something which you select which significantly changes the products capabilities, still part of
the standard offering but might require approval.
4.2.1 Global Options

Support Center options (Call Home / Local) – only available for networks fully ordered via SQE
With BT IP Connect Global the default model for customer support is Call Home. As a chargeable option for BT IP
Connect Global also the Call Local model model is available. Any other support models such as for example Call
Central need to be requested via Special bid.
This is for the reporting of faults (Service Assurance) only.
Customers are assured of receiving the same service experience regardless of which Service Desk they call because
these help desks are certified in all BT IP Connect Global systems and processes required to provide quality service
assurance for the customer.
4.2.1.1.1 Call Home
Call Home: Where a customer calls the Service Desk of their A-end selling organisation.
The Service Desk will have access to all customer inventory for any customer where they are the Service Desk of
the A end sales channel, and will be able to access and diagnose problems on any of these sites worldwide.
Under the Call Home model the customer can when they experience an Incident call their selling channels Service
Desk.
The Home Service Desk will diagnose and triage the issue, if the issue is with an access or CPE supplier the Home
Service Desk will contact the supplier directly..
The auto ticketing via SMART’s and Expedio will still route any automatically identified Incidents to the Service
Desk responsible for the site in that country in the same way as with the Call Local model. Customers may still be
contacted by the Local Service Desk while progressing resolution of an Incident.
The Call Home Service Desk can also be the lead in a country and support call local.
If during order stage the customer states that he only want to call home , this needs to be notified to the Home
Service Desk and agreed via special bid.
If the customer states that he wants one specific Service Desk to be the single point of contact (including to close
faults and update on progress), then this is special bid during which ‘requested Service Desk needs to sign this off
and also data builds in Expedio to be created as we will need to make the ‘specified Service Desk team the tracker
in Expedio.
4.2.1.1.2 Call Local
Call Local: Where a customer calls the Service Desk responsible for the country where they are experiencing the
incident. This allows the customer to call a Service Desk, responsible for that country directly using a local number,
which can speak either their language or English.
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The Service Assurance support entity (Service Desk) will have access to all customer inventories for any customer,
who has at least one site in their Country / region, and will be able to access and diagnose problems on any of the
customer’s sites worldwide.
SMARTS is the alarm management tool and will auto raise Expedio Tickets, there should be few customers calling
in (the measure being that 95% will be proactive supported by automated KCI to the customer).
The Expedio ticket raised by SMARTs is sent to the local Service Desk to fix.
The Service Desk for a country / region will receive all faults for all sites in that country / region.
4.2.1.1.3 Central customer contact
If the customer has a central contact that needs updating for any Service Assurance issues (e.g. a central IT
department). The SQE Sales users need to ensure the data is properly captured within SQE as this will feed into
the system used for Service Assurance and managing KCI updates. The following activities are required:
 Upon order the Sales user enters for all sites the central customer contact required for Service Assurance
purposes.
 The sales users add in the notes field that this is a customer with a central contact for closing service incidents
 The Sales users populates an excel template and captures all the local contacts for the individual sites and puts
that on Livelink. He adds the Livelink url to the SQE notes field so the data gets to Service Delivery departments.
4.2.1.1.4 Non standard Service Desk requests
All deviations from the above call local / call home models e.g.having only a single Service Desk update the customer
need to be requested during the quotation stage via the special bid process.
 Customer Helpdesk – BT Service Desk
The BT Service Desk will work directly with the Customers central helpdesk(s). End user problems should be routed
through the customers’ helpdesk in the first instance
 Auto KCI updates
There is only a single customer contact possible in the systems for auto KCI updates.
Other Service Options
4.2.1.2.1 Out of Hours Service Activation
Customers occasionally request Out of Hours Service Activation to migrate their live traffic from and existing network
to the new VPN service.
Features
 Activation between 8am and 6pm (for the Service Centre) included in tariff as before.
 Activation outside 8am and 6pm weekdays only priced as a one-off in addition to any other set-up charges.
Delivery of the CE router by Unisys, delivery and testing of access lines and configuration of the service will still take
place during normal hours – this feature only covers the final activation of customer traffic onto the MPLS network.
It is important to make sure that the time of activation is agreed with the Service Centre before committing to a
customer – all scheduling will take place after the order is submitted.
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Charging for Out of Hours activation is done in 2 parts:
1) Unisys charges are reflected in the CPE price
2) A separate billable line items exists that reflects our additional delivery costs over and above Unisys/SSP.
4.2.1.2.2 CE SNMP R/O Access
Customers can be offered SNMP (Simple Network Management Protocol) read only access to their BT Managed
Routers (CPE) so that data can be collected and used to provide event information for the customer’s own network
management operations teams.
SNMP access offers customers
 Read-only SNMP access to network management information from the CPE
The customer will have to provide their own SNMP management tools as part of their VPN. The configuration will
support up to 10 target systems for GET (MIB retrieval) functions.
The service gives read access to all objects in the MIB except the community strings, but does not allow write access.
Access will be offered to all the SNMP MIB II objects that the particular router build will support except those listed
below. This includes those found in the current Internet-standard MIB-II, defined in RFC 1213 but would not cover
Cisco proprietary extensions to the MIB standard.
Network performance statistics and other information are stored in Management Information Base II (MIB2) objects
that are maintained on each router. SNMP community strings authenticate access to Management Information Base
(MIB) objects and function as embedded passwords.
The service does not support:
 Telnet access to CPE routers, SNMP Traps, SYSLOG – all of which are not allowed under the new GL Security
standards
 Read only access to Management Information Base II (MIB2) objects – which are restricted to prevent disclosure
of BT sensitive data including
 ip.ipRouteTable... – Routing Table
 tcp.tcpConnTable... – TCP Connection Table
 udp.udpTable... – UDP Connection Table
 ospf.ospf... – Internal Routing Protocol
 bgp.bgp… - BGP Routing Protocol
These exclusions are intended to reduce the risk of a customer identifying the routing and connection information
associated with the management VPN used by BT for managing the CPE.
SNMP connectivity will be offered between CPE routers within a customer’s VPN and up to two hosts within the
customer LAN. These servers can be at different sites, but these must always be connected to or via the primary
LANs at those sites so that the CPE routers can route to the devices.
It is recommended that one of the specified hosts is the BT Customer Service team. The BT Customer Service team
must have access to the customer LAN or VPN and an agreement with the customer to do this
The customer will not be able to access the community string and any changes to it will have to be executed by the
BT IP Configuration team.
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4.2.1.2.3 Telnet Read-only access – special bid
This item should not be actively promoted for sale.
It is included here to define how we will implement it if a customer demands it.
The following attachement details the Telnet read access available to customers no additional commands are
permitted and all special bids will be rejected.
4.2.1.2.4 CE Configure & Commission
Where the customer is to provide their own on-going management of their CPE this service is optional, and if taken
BT will deliver a fully installed and commissioned network which will then be taken into management by the
customer. Billing will start when the Customer is informed by BT that work is complete
Where customers have not purchased, are renting BT CPE, then this option will not be available. Note that MPLS PE
configuration is performed within tariff.
Installation and Configuration
The equipment and network service will be configured and installed (both hardware and software) to deliver
connectivity for the customer’s traffic across the network.
Commissioning
Network Commissioning and Acceptance testing will be carried out, after which BT will provide the customer with
design and configuration details. The User Acceptance Test (UAT) covers testing up to Layer 3 of the Open Systems
Interconnection (OSI) reference model.
This will include testing with the PTT engineer and Customer as required to bring the site into service. The initial
CPE configuration will also be stored at the BT management centre
4.2.1.2.5 CE Change Management
BT will perform defined configuration changes from a remote network management centre.
BT is responsible for performing all network changes. Customers can select CPE Configuration Change Management
from BT who will then own the router configurations and will prevent the customer from gaining direct access. BT
will manage access to the customer’s network using secure password management systems and processes, which
for Cisco devices, central password management servers (TACACS) are used. This mechanism assigns passwords to
users and conforms to BT’s Security Policy.
As part of this service, BT will be responsible for network design authority and will ensure that any proposed
reconfigurations of routers do not conflict with the existing network.
Within the CE change management tariff BT Customers can request up to 5 network affecting changes per year per
site.
Some network changes also require configuration changes on the CPE. Changes covered by the tariff are defined as
part of the SSR project.
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4.2.2 Country/Regional Options
If there are service options available in limited regions / sites / countries describe these here.
4.3 Service Variants
Variants is defined as closely related service which might be useful in an overall solution. A variant will require a
bespoke solution (tier 4) to be used and integrated.
4.3.1 Global Variants

Non standard Service Desk requests (special bid process)
All deviations from the above call local / call home models e.g.having only a single Service Desk update the
customer need to be requested during the quotation stage via the special bid process.
 Customer Helpdesk – BT Service Desk
The BT Service Desk will work directly with the Customers central helpdesk(s). End user problems should be routed
through the customers’ helpdesk in the first instance
 Auto KCI updates
There is only a single customer contact possible in the systems for auto KCI updates.
Customer Packages- special bid
The below services may be available upon request but will require approval via the special bid process.
4.3.1.2.1 Service Management
The Service Manager is responsible for managing the end to end lifecycle of a BT customers’ service and ensures
that the Service Level Agreements (SLA) are met by BT, we hold regular formal service review meetings with the
customer, deliver service contracted performance reports, and make recommendations based on these reports.
We offer three Service Management packages designed to suit medium, large, and custom contracts.
More details can be found on: http://globalservices.intra.bt.com/propositions/converged_services/gsm.html .

Indirect channels should refer to http://www.btalliances.com.
4.3.1.2.2 Project Management
Project Management is a value add service from BT and the implementation of the project from contract award
to acceptance will be the responsibility of a Project Manager. For BT IP Connect Global, Project Managers are
supported by Project Co-ordinators, who will ensure that network services and customer premises equipment are
delivered to meet the customer’s rollout dates. The Project Manager will endeavour to secure the optimum lead
times for delivery of the solution to the customer.
Whilst normal installation will include migration planning from customer’s existing network to BT Network, the
liaison and management of any existing supplier, if other than BT, would be solely customer’s responsibility.
4.3.1.2.3 Technical Advisory Services

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Successful network operation requires a detailed knowledge of network data flows and the business impact in the
event of any failure.
Data networks – often using IP technology – are as critical to a business’s ability to operate as power and light.
Companies operating at geographically dispersed locations rely on their data networks to connect their employees
and customers to each other and to their services and systems.
While designed initially to deliver optimum performance against a target set of applications, however a network,
like a business, is never static. Over time, changes are made – the result of evolution, growth or mergers. While
carefully planned and executed, such changes may leave legacies that become hidden time bombs as alterations
are made and a business’s application needs evolve.
To diagnose problems and ensure the network delivers top grade performance, it needs periodic check-ups to
assess its fitness.
BT can undertake one-off or regular ‘health check’ audits of your customers network, identifying any areas where
performance could be improved and better matched to your business needs. Our goal is to help your customer
identify opportunities to reduce costs, improve security, and boost performance. When such opportunities are
understood, we can help you make the changes needed to deliver bottom-line benefit.
BTs consultants provide customers an independent network analysis along with recommendations for current and
future capacity planning.
4.3.2 Country/Regional Variants
None
4.4 Service Locations
Note – BT Direct Channels only
The service is normally produced by a combination of BT functions and 3rd parties. This section describes how and
from where the key parts of the service is organized and managed. For further detail refer to the Service Model
documentation at
https://office.bt.com/sites/SDA/Generic%20Service%20Design/Forms/AllItems.aspx?RootFolder=%2Fsites%2FSDA
%2FGeneric%20Service%20Design%2FBT%20IP%20Connect%20Global%202%20%2D%20Direct%5FIndirect&Folder
CTID=0x012000E368AA111311694A9136A0A7D5A684BB&View={71CC4B17-4C7C-4E03-A3CA-7DA1758FD39A}
and the process documents referenced therein.
For assistance with escalations and finding the correct resolver groups, see the Global Escalation & Resolver Tool
(GERT) at https://office.bt.com/sites/GERT/SitePages/Home.aspx.
4.4.1 Monitoring
Proactive CE Monitoring
Both the Core and managed CE devices are constantly monitored by BT’s state of the art network management
systems. BT provides constant real-time analysis of network events, enabling rapid diagnosis of the Root Cause
network problem to the specific network component, and the consequent impacts of those problems on customer
services. This coupled with “single click” generation of Trouble Tickets from Root Cause events and automated
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routing of tickets to the appropriate repair duty allows all customers to benefit from real-time problem notification
and visibility of service affecting issues, reduced repair times and increased service availability. The following events
may be deduced from a number of factors and will be Proactively Managed:
 Link Down
 CE Down
 CE LAN Interface Down
 CE WAN Interface Down
 PE Down
 PE Interface Down
BT aims to notify customers of fault before customer calls in 95% of cases
The polling data is analyzed and any problem or threshold breach must persist for a rolling 8 minute period before
a ticket is generated. The ticket is created using the root-cause diagnosis collected from the MIB information and
will be entered in the ticket Description and Diary. The ticket will generate automatically without manual
intervention. Customers can elect to be notified by e-mail in the event of a service issue.
Please note:
 Auto-ticketing for ISDN Backup or Ethernet LAN ports is not enabled at present. The reason Ethernet LAN ports
are not enabled for auto-ticketing is because a CE can have a VLAN containing multiple Ethernet ports, the
customer can choose to plug their equipment into any one of the ports so unless they use all, one will always be
down. Ethernet port ticketing can be enabled on an individual case basis via Special Bid.
 Auto-ticketing can be disabled for sites that do not require continuous proactive monitoring if the site rules, such
as powering down routers at night/weekends are necessary. In these cases the BT Service Target does not apply.
 Note that for Unmanaged Sites there will be a reduced level of proactive monitoring
Managed Element Event Service Threshold

Impact
Router|Host Down Yes N/A
Unstable Yes 3 in 300s
Interface Down Yes N/A
LogicalConnectionDown Yes N/A
NetworkConnection Down Yes N/A
Disconnected Yes N/A
BGPSession Down Yes N/A Table 23
Proactive
Monitoring ticketing rules
Pro-Active Fault Management on unmanaged services
On unmanaged BT IP Connect Global services, BT will Pro-actively manage the Core network only. As the CE is not
polled by BT when the service is unmanaged this will not result in a CE unreachable event. Access related incidents
can therefor not be automatically identified and BT is therefore dependant on the customer raising a trouble
ticket.
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Preventative CE Monitoring – special bid only
Preventative CE Monitoring is a chargeable option for BT Managed Routers. BT will poll BT Managed Routers using
both ICMP and SNMP at 2 minute intervals.
Preventative CE Monitoring includes the functions of Proactive CPE Monitoring. In addition, the management server
queries additional information from the CPE. Threshold values are provided to the management server for this
information so that an alert will be auto-ticketed when overstepping or falling short of these values. This information
may show no current problems with the customers’ service but rather indicates possible bottlenecks so that the
engineer or the customer can take preventative measures before a service impact occurs. In the further processing
of the trouble ticket BT will recommend appropriate measures to the customer, such as reconfiguration in the
network or hardware upgrades.
Preventative ticketing for Memory and Processor problems are triggered after a notification has been active for 8
minutes. Preventative ticketing for Interface problems are triggered after a notification has been active for 30
minutes.
Managed Element Event Service Threshold

Impact
Interface High Broadcast Rate No 15%
High Discard Rate No 5%
High Queue Rate Drop No 1%
High Collision Rate No 10%
High Utilization No 60%
High Error Rate No 10%
Chassis High Backplane Utilization No 80%
Memory Insufficient Free Memory No 15%
High Buffer Utilization No 90%
High Buffer Miss Rate No 10%
Excessive Fragmentation No 5%
Processor High Utilization No 90%
Power Supply State Not Normal No N/A
Voltage Sensor State Not Normal No N/A
Out of Range No 10%
Temperature Sensor State Not Normal No N/A
Out of Range No 10%
Fan State Not Normal No N/A
HSRPEndpoint SwitchOver No N/A
HSRPGroup SwitchOverFailed No N/A
Table 24 Preventative Monitoring ticketing rules
4.4.2 1st Line Support
Indirect Customers will always contact their Indirect Partner for reporting any fault. And then the request will be
taken forward by Indirect Partner. The indirect partner will either report their fault to respective BT Global Hub /
Service Desk (BT 1st line) or to Indirect Partner desk.
If the fault is reported to BT Global Hub / Service Desk (BT 1st line), the desk will handle the fault in BAU manner.
If the fault is reported to Indirect Partner desk, they will capture fault related information (Customer Name, Contract,
Site ID, Element, Customer contact details) and then forward the details to respective BT Global Hub / Service Desk
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(BT 1st line) via an email, GS Portal or phone call. They will raise the ticket in on Expedio Incident Management
system and provide Ticket ID to Indirect Partner Desk/Customer contact.
4.4.3 2nd Line Support
If a network fault is suspected, the BT service desk team will liaise with the NCCA (Network Control Centre
Amsterdam) and contact the Indirect Partner and Indirect Partner customer.
Faults that the service desks are unable to diagnose will be passed to regional 2nd line and/or if CPE configuration is
suspected as problem area, second Line will engage with configuration specialist as applicable to manage fix.
4.4.4 3rd Line Support
Faults that indicate an access and/or CPE issue are passed to respective Supplier for fix.
4.4.5 Vendor TAC Support
Vendor support may be obtained using the processes linked from

https://intra.bt.com/bt/globalservices/salesportal/products/global_cpe/cpe_enabler_process/Pages/index.aspx
4.4.6 Break/Fix
All CPE assurance processes are described in the documentation linked from
https://intra.bt.com/bt/globalservices/salesportal/products/global_cpe/cpe_enabler_process/Pages/index.aspx#s
ervice_assurance
4.5 Service Operations
Note - BT Direct Channels only
4.5.1 Incident Management
The Incident Management process for IP Connect Global is described in the Service Model, Section 4, which also
refers out to detailed process documents. The latest issue can be found on the SDA Sharepoint at
Proactive Incident Management
BT uses the SMARTs system to ping all devices connected to the BT IP Connect Global network every 2 minutes. This
requires the CE in the BT IP Connect Global network to be correctly configured.
When a fault is detected SMARTs uses algorithms to do a root cause analysis of the fault and determine the
appropriate fix time based on the site resiliency. After determining the root cause SMARTs will trigger the creation
of a trouble ticket in Expedio. The trouble ticket is then sent to the queue for the specific service team responsible
for fixing the diagnosed fault.
Updates to customers can be sent automatically to the customer contact when their e-mail contact details are
correctly available in Expedio.
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Pro-Active Incident Management on unmanaged services
On unmanaged BT IP Connect Global services, BT will Pro-actively manage the Core network only. As the CE is not
polled by BT when the service is unmanaged this will not result in a CE unreachable event. Access related incidents
can therefor not be automatically identified and BT is therefore dependant on the customer raising a trouble ticket.
4.5.2 Problem Management
The Problem Management process for IP Connect Global is described in the Service Model,Section 6, which also
refers out to detailed process documents. The latest issue can be found on the SDA Sharepoint at
4.6 Generic Product Service Design
Note - BT Direct Channels only
For complete details of the processes, please see the Consolidated Service Delivery Model for the product:
 https://office.bt.com/sites/btgssda/csm/SitePages/csmhome.aspx
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5 Technical Composition and Vendors
5.1 Core network
Juniper and Cisco were selected as core network suppliers as they are the leading suppliers in this area. Please refer
to the Dual Core Sales Brief for further information (BT Direct Channels only).
5.2 CPE
Likewise, Cisco was chosen as the leading supplier of CPE. In addition, Huawei are emerging as a leading supplier and
they are chosen in certain geographies.
Further information can be found in the IP Connect Global Bundled CPE ‘Launched’ Low Level Design (BT Direct
Channels only)..
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6 Design and Specification

Note - BT Direct Channels only.
6.1 Designer Skills and Accreditation
Recommended accreditation level for design and product specification:
 ALP Network Bronze (Link to R2L)
6.2 Design Tools
For IP Connect Global no formal design tools are required however various tools needs to be used to price / secure
various components.
 To price / validate CPE kits and maintenance / SLA requirements: CPE+ via My Account
 To price / validate Access and maintenance / SLA requirements: APE via My Account
 To secure port availability: CapMan
 Home of all Designer tools: https://office.bt.com/sites/ditto/SitePages/Home.aspx
6.2.1 Network Design Studio
For IP Connect standard deliveries, per site topology diagrams are not required.
If IP Connect is part of a more complex solution, Network Design Studio is a tool to efficiently produce templated
Visio diagrams to support complex site installs.
Link: https://office.bt.com/sites/btnds/SitePages/Home.aspx
6.3 Inventory Tools
Various tools to access Inventory for design of Service Requests.
6.3.1 CIVT
Link: Global Customer Services Inventory Viewer
6.3.2 Genie
Link: https://ncca-intra.eu.bt.net/genie-live/gui/genie/
6.3.3 Inventory Cost Monitor Tool
Link: http://147.151.81.56/ct/com-tool.asp
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6.3.4 Chameleon:
Link: https://ncca-intra.eu.bt.net/chameleon/index.asp
6.3.5 Unisys CPE database:
Link: https://office.bt.com/sites/asoc/Tools%20%20IM/Unisys%20database%20search.doc
6.3.6 Capman (port availability):
Link: CapMan
6.4 Frequent Designs, Rules and Recommendations

6.4.1 Design patterns
Design patterns for reuse can be found here: https://office.bt.com/sites/ditto/Lists/Design_Patterns/AllItems.aspx

Please note that DITTO is available only to BT Direct channels.
6.4.2 Rules and Recommendations

IP Connect Global Secure with ethernet access
All IP Connect Global Secure orders with Ethernet <=100Mbps needs to be authorised via TPE and flagged to
ensure one leg in APE is forced to be p2p. Please refer to the following briefing for further detail:
https://office.bt.com/sites/connprod/IP%20Connect%20Global/Library/Guides/Resilient%20Ethernet%20B
riefing.docx
6.5 Non-Standard Features
Non-standard feature requests should be submitted for approval through TPE: http://tpe.live.nat.bt.com/BID-
SYSTEM/index.php
Further information on raising such requests can be found on the SQE website at
https://intra.bt.com/bt/globalservices/salesportal/sales/sales_tools_portal/sqe/Pages/sqe_%20TPE_nonstandard_
faq.aspx
6.5.1 Typical Non-Standard requests
The following non-standard design patterns are available from the DITTO website. Please note that this is available
only to BT Direct channels.
 3G backup using private APN

 Cisco IP Reflect service for Multicast Group Translation for MVPN Content Providers
 BT MPLS - Dual core for non Radianz customers
 BT MPLS - Tactical Multiple Default Routes
 BT MPLS + Internet offload using Ipanema
 BT MPLS CE recognition of PoP Isolation
 Multi-site Multi-line Resilience
 BT MPLS with Internet offload using Juniper (France Only)
 Mutual Redistribution of IP Routing Protocols
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 IPSEC VPN using Cisco ASA/881 routers and 3rd party DSL in China
 Synopsis VNO Idirect Solution LATAM
 IP Connect Global Unbundled CPE Guides
 Planning an IP Connect IPv6 Deployment
6.5.2 Rejected Non-Standard requests
When a non-standard request cannot be accommodated within the product framework, or through product
development plans and budgets, the designer has limited alternatives.
The preferred solution would be to negotiate with the customer to accept a solution based on the BT product as it’s
designed and within the limits of acceptable changes.
Bespoke Solutions
BT does have the capabilities to do bespoke solutions for the right opportunity, but this will be costly and risky and
requires a fully staffed bid team covering various aspects from Technical Design, Service and Systems Design and
Program Management. The Designer should discuss this with the opportunity owner, typically the Account Manager,
to qualify if this is the path to take. If so, the Account manager is responsible for starting the initial Win New Business
qualification stages.
6.6 Non-Standard Service
The service aspects of the product can be refined within certain limits. The process and tools for this are explained
here or refer the the Non-Standard Feature section above.
6.6.1 Non-Standard Service Design requests
Deviations from the standard service can be requested / approved via TPE:
http://tpe.live.nat.bt.com/BID-SYSTEM/index.php
6.6.2 Bespoke Service Design
To create bespoke service solutions for instance adding new technologies and vendors in the area, the bid team
requires at minimum a Service Designer.
6.7 Solution Design Assurance
Unless solution is fully standard, the Design Assurance process to follow is described here:
https://office.bt.com/sites/DesignAssurance/SitePages/Home.aspx
A MSDS / MNDS describing the solution and a peer review is the minimum level, if bepoke solution ACF might be
required.
6.8 Specification for Order
Please see the IP Connect Global Order & Delivery process document for details.
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7 Usage Scenarios
Note – BT Direct Channels Only.
This section shall provide hints and tips to make sure the Designer makes the smartest choises based upon a global
collected experience. This section should be revised regularly and also used to quickly mitigate problems seen by
the Product Manager.
As a starting point, a number of design patterns are available from the DITTO website. Please note that this is
available only to BT Direct channels.
7.1 New Installs
Migrating to BT, complications, suggested strategies, possibilities of reuse components
7.1.1 Possible reuse of Inhouse cabling complications
Inhouse cabling is available when the customer is located in the same building as the BT GPOP. This scenario is called
“Port with no access” and is subject to special bid approval. When available local contacts are provided with the
special bid approval, or the customer can also arrange for the cabling to be completed themselves.
7.2 Migrations
Complex upgrades
7.2.1 n-1 E1 to n*E1 FRF16.1 migration
When upgrading a single E1 to n*E1, always consider the following:
 All access circuits in a bundle has to be connected to the same PE (Cisco 10K PE for FRF16.1 bundles and
Cisco 7200 PE for old FRF16 bundles) – you may need to move the existing E1 to a 10K PE before being able
to add additional E1s
 All access circuits have to be from the same supplier, ideally using the same supplier product and routed
along the same way between the customer site and the GPOP to ensure minimal differences between the
individual access lines and therefore maintaining optimal performance of the bundle.
 Ensure that the CPE can support additional E1s, i.e. the router is large enough, it has available ports and the
cables are ready, if not order a CPE modify/upgrade as well or a new CPE.
 The bundle degradation option is not available when used in a resilient setup.
7.2.2 Load sharing / balancing
By default all resilient services are set up as active/passive with only one line active at any given time. Load sharing,
load balancing and active/active setups are supported on various access types and technologies, subject to TPE
special bid approval. Please make sure you note this requirement in the order notes and check if the service delivery
teams have picked up this requirement and passed them on to the configuration teams.
7.2.3 Single to Secure migration on Ethernet
Please refer to the following document for Resilient Ethernet options:

https://office.bt.com/sites/connprod/IP%20Connect%20Global/Library/Guides/Resilient%20Ethernet%20Briefing.
docx or find the same document in the BT Alliances Library.
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7.2.4 Upgrade CPE to support data/k9 feature pack
By default, the x9xx series Cisco CPEs are delivered using the Universal IOS based on Cisco’s most recent licensing
model with the IP Base License. This license only contains basic features but fully functional for the standard IP
Connect Global service. If however additional features are required (e.g. BiDirectional Forwarding Detection (BFD)
or IP SLA, then the Data license may be required. This license can be added to the CPE hardware when completing
CPE pricing as a standard item, or added as a non-standard element as described in the CPE Low Level Design as a
paper-only license upgrade. With this extra part ordered and documented in the systems, the configuration team
can enable the license on the CE router.
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8 Order and Delivery

Note – BT Channels only
For details of the Order and delivery process please refer to the Order and Delivery process document.
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9 Service Level and Performance

9.1 Performance Targets
The following performance targets are owned and monitored by BT Customer Service while product specific
parameters are owned and monitored by the individual product lines.
Service Level Target Parameters

Provisioning
On Time Installations: The number of installations delivered on, or > 95% orders installed by CCD
before, the customer commit date (CCD).
Installation Complete Date (ICD) On Time Installations: The number > 95% orders installed by ICD
of on time installations committed by the B-end Supplier to the A-
end BT sales and service organisation, for delivery of B-end service.
Post Install Failures: The number of new installations that < 5%
experience a fault within 30 calendar days of the customer accepting
the service.
Change Management 1 business day from request to acceptance
by BT Service Delivery.
2 business days from acceptance to

configuration, plus an additional 1 business
day for reports changes.
Class of Service Reconfiguration and Gateway Upgrade / 5-15 business days assuming no upgrade to
Downgrade Change requests CPE or access.
Service Availability
IP Connect global See description of Service Level
Agreements in Section 3.8
Incident Handling
Clear Time Objective: The time delay between the opening of Severity 1: > 95% cleared within 5
customer/BT Trouble Tickets and the customer confirming the business hours
service is fully restored (closing of a Trouble Ticket).
Severity 2: > 95% cleared within 12
Premium DSL can be logged as Severity 2 (or lower) business hours (Premium DSL)
Plus DSL can be logged as Severity 3 (or lower) Severity 3: > 95% cleared within 2
business days (Plus DSL)
Standard DSL and Internet based access (hVPN) can be logged as
Severity 4 (or lower) Severity 4: > 95% cleared within 3
business days (Standard DSL)
Repeat Incidents: When 3 service-affecting incidents are reported in < 5%
a sliding 30-day period, commencing when the initial incident is
reported.
Call Handling
Speed of Call Answer The time between when a customer call is 95% of calls answered within 15 seconds
received by a Customer Service Centre Automated Call Distribution
System to the time a Customer Service Representative initiates an
off-hook condition at the telephone station.
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Service Level Target Parameters

Call Abandonment When customers abort a call prior to receiving < 3%
an answer from a Customer Service Representative.
Table 25: Customer Service Performance Targets
These Severity levels defined are applicable to IP Connect global only and any bundling into a solution outside of
the standard product will not change this. IP Connect Global uses the standard GTMP (Global Trouble Management
Practices) severity level definitions as follows:
Severity 1:
 A problem that has an extremely serious impact on the customer’s service and cannot be circumvented. It may
have one or more of the following characteristics:
 A complete loss of the customer’s service or the impacted business function is halted. If a customer has multiple
VPNs at a site then if one of the VPNs fails then it is considered a severity one fault as the customer business
function running over that VPN is halted.
 No interim restoration is possible or interim restoration is unacceptable to the customer.
 Failure of one of primary or failover port of a resilient access solution using Failover port, does not constitute a
severity one fault as the customer still has full access to his site. Only a failure of both accesses will constitute
a severity one fault.
Severity 2:
 A problem that has a large impact on a portion of the customer’s service and cannot be circumvented. It may
have one or more of the following characteristics:
 Causes significant loss of the customer’s service, but the impacted business function is not halted.
 No interim restoration is possible or interim restoration is unacceptable to the customer.
 Can apply to Premium DSL
Severity 3:
 A problem that has a small impact on the customer’s service or where a single user or component has trouble
and it causes some impact to customer’s business, but the trouble can be circumvented.
 Can apply to Premium DSL and Plus DSL
Severity 4:
 For information purposes only, obtaining an RFO, planned outages or inquiries.

 Can apply to Premium, Plus, and Standard DSL
9.2 Service Level Agreements
This Section summarises the IP Connect Global Service Level Agreements (SLA) offered by BT to its Customers. The
purpose of the Service Level Agreement is to give Customers a commitment to a high standard of performance.
SLAs for On-Time Delivery and Service Availability are covered by BT’s Cross Portfolio Service Level Agreements.
See below summary table.
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For DSL access as shown in table below, we provide ‘on-time install’ targets. This means that No service credits will
be provided to Customers if BT does not meet these targets. Please refer to the DSL for IP Connect Global: Product
Catalogue or for Indirect channels to http://www.btalliances.com to find the document for target install lead-times.
Access Type
Cross Product SLAs Internet Based Access
Leased Line / via APOP Ethernet DSL
(a.k.a. HVPN)
On-Time Install Yes Yes Target Only Target Only
Service Availability Yes Yes Yes Yes
Table 26: SLA for Installation and Availabilty
Service Level Agreements are also available to cover the performance of the IP Connect Global core network. Unlike
the On-time Delivery and Availability SLA the Network Performance SLA covers the performance of the IP Connect
Global core network (IP Connect Global PoP to IP Connect Global PoP), varies depending on Class of service and are
based on calendar monthly averages by regional zone.
We select a representative number of paths in the regional zone and between regional zones to be able to calculate
these averages.
Where these averages are not met, as indicated by Global Services reports, Service Credits will be applied:
IP Connect Global Class of Service

Network Performance
EF AF DE
SLAs
Round Trip Delay Yes Yes Yes
Packet Delivery Yes Yes Yes
Jitter Yes No No
Table 27: Performance SLAs
For resilient sites an SLA relating to the restore time for access resiliency to the site is also available.
The SLA represents a credit-backed incentive to deliver and maintain our Service to our customer’s complete
satisfaction.
The Service credit will be a percentage of the Monthly Recurring Site Charges which is based on all the Monthly
Recurring Charges (“MRC”) that a customer is paying for service at a Site (or for a circuit for point to point services).
As an example for IP Connect Global the Monthly Recurring Site Charge is the total MRC for:
 Port and CoS (including any backup)

 Access (including any backup)
 Managed Router (including any backup) that BT supplies.
NOTE there is a cap across all elements of the SLA, so the maximum exposure to BT in any calendar month is 100%
of the monthly recurring site charge.
Within this section each boxed area specifies what the Service Credit will be in the event of a qualifying Service
failure.
If a Customer requires a bespoke or customised SLA Category, to provide a higher level of Service Availability, there
will additional component charges, used to support site / network resilienceSLA Service Credits need to be requested
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by the BT Sales Channel using the appropriate SLA claim form as well as raising a Trouble Ticket regarding the
performance problem.
For SLA claims to be approved for payment, the customer must have raised a Trouble Ticket. The BT Sales channel
is responsible for filing a ‘request for claim’ form. The IP Connect Global Performance SLA Claims Process will apply
for all performance SLAs, i.e. Round Trip Delay, Packet Delivery, and Jitter.
9.2.1 Limitations and Conditions

The following will apply
 Service Credits will be processed within two billing cycles of the Month in which the poor performance occurred.
 BT’s measurements for the purpose of calculating Service credits will commence on the first day of the Month
following any new installation or upgrade.
 Offer only applies to components of the service for which BT or BT Supplier is responsible.
 IP Connect Global SLA offer is reactive to Customer claim. For example a customer needs to make a claim to
trigger the claim process.
 Only BT network performance tests will be recognised as valid, measurable criteria for the purposes of
establishing a Service Credit.
 For any site in question, Service Credit payments from BT will be limited to a maximum of one month’s Site
Charge, for all SLA categories combined, for the service in question relative to the Month that the failure was
resolved.
 BT may modify this scheme from time to time.
 Claims beyond the Monthly Site Charge for the Month of payment will be rejected.
The following will not be eligible for Service Credits
 Time outside of the Standard Maintenance Period/contractual maintenance hours where ‘Standard Maintenance
Period’ is defined as follows:
o BT Network:- 24 hours per day, 365 days per year
o Access Circuits, maintained according to local suppliers local business hours or as otherwise stated
in the Sales Catalogue.
o CPE is maintained according to the maintenance option selected.
 Unreported outages/failure to open a Trouble Ticket
 Late delivery or unavailability of services provided as part of a Trial
 Scheduled downtime due to maintenance, reconfigurations.
 Time lost if BT or its suppliers’ access to the customer premises is denied or is not possible.
 Time lost if permission to carry out any necessary repairs is denied.
 Severity 1 Trouble Tickets opened erroneously.
 Time lost for any reason outside the control of BT including (but not limited to) customer’s own equipment or
application.
 Poor performance resulting from:
o Customer-caused network, Access Circuit and CPE faults
o Outages beyond BT or its suppliers’ reasonable control.
 BT’s ability to provide services to meet the targets set is dependent on usage of the network conforming to the
configuration guidelines that have been set for the network.
9.2.2 On Time Delivery
Delivery of Service to a Customer’s Site will be associated with a ‘Customer Committed Date’ (CCD), agreed mutually
between BT and the Customer, in writing. That date will be based on supplier and component lead-times, including
any construction work and will be the date on which Service will be delivered to the Customer (“Operational Service
Date”).
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On Time Delivery – If BT fails to provide service at a Customer’s Site by the ‘contractual delivery date’ a Service Credit
of 4% of the monthly recurring site charges may be claimed, for each day that Service is delivered late after the CCD.
The Service Credit is capped at 100% of MRC.
9.2.3 Service Availability (“Availability”)
The BT Service Availability SLA applies to Severity 1 faults, that is, faults where the Customer has lost service to a
Site.
A Site Category is determined, and stated on the Order, for each Site based on the service ordered, location and
configuration of the service the Customer orders.
BT will count Downtime (that is the time that the service is not working) for each properly reported Qualifying
Incident (“fault”) and will keep a record of cumulative Downtime by Site, in units of full minutes, for each Month and
the SLA Year. Note that for Access and CPE faults Downtime is not counted outside the maintenance hours for those
components.
Service Availability – If downtime at a Site is greater than the target (Service Credit Start Point, “SCSP”) then a Service
Credit of 4% of the monthly recurring site charges may be claimed for each started Credit Interval (*) of Downtime
above the SCSP up to 100% of the monthly recurring site charge.
If the cumulative downtime in any SLA Year – see below Figure - (or portion of an SLA Year for Sites installed for
less than twelve months) exceeds an Annual Performance Target (“APT”) Downtime BT will apply Elevated Service
Credit(s) for all valid claims until the cumulative Downtime in the SLA Year falls below the APT Downtime. During
this time the SCSP will be immediate for all SLA Categories.
Service delivered on March 1st

any failures within 1st 12 months will be within this projected sliding
12 month
Year 1 Year 2 Year 3
Service Delivered on March 1st
the window will slide to represent the most recent 12 month period
.
Year 1 Year 2 Year 3
Current month
Figure 53: Explanation of SLA Year
The table below represents the SLA categorisation and shows the percentage Availability within an SLA Year
expressed as the ‘Annual Performance Target’ (APT). Different services will have different SLA Categories based on
location and configuration. The appendices at the end of this document list the categories by service.
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Annual APT
SLA SCSP for Standard Standard Elevated Credit
Performance Downtime
Category Service Credits Service Credits Service Credits Interval
Target (APT) (max hours)
Cat A+ =>99.99% 1 hour immediate 4% of MRC 8% of MRC 15 min
Cat A =>99.95% 4 hours immediate 4% of MRC 8% of MRC 1 hour
Cat B =>99.90% 8 hours 1 hour * 4% of MRC 8% of MRC 1 hour
Cat C =>99.85% 13 hours 3 hours * 4% of MRC 4% of MRC 1 hour
Cat D =>99.80% 17 hours 5 hours * 4% of MRC 4% of MRC 1 hour
Cat E =>99.70% 26 hours 7 hours * 4% of MRC 4% of MRC 1 hour
Cat F =>99.50% 43 hours 9 hours * 4% of MRC 4% of MRC 1 hour
Cat G =>99.00% 87 hours 11 hours * 4% of MRC 4% of MRC 5 hour
Cat H =>98.00% 175 hours 13 hours * 4% of MRC 4% of MRC 5 hour
Cat I =>97.00% 262 hours 15 hours * 4% of MRC 4% of MRC 5 hour
Table 28: SLA categorisation
* Note – that if the Annual Performance Target is breached within a rolling year, the ‘Service Credit Start Point’
becomes immediate for any category. Availability Categories are defined for each site based on the product specific
configuration tables in the product specific annexes.
9.2.4 Restoration Targets for Severity 1 Incidents
The table below shows Restore-Time targets in the event of a Severity 1 incident, allocated to each band for Leased
Line and Ethernet Access.
Restore Targets for Leased Line and Ethernet Access

Configuration Band 1 Band 2 Band 3 Band 4
Severity 1 4 hours 8 hours 12 hours 16 hours
Table 29: Restore Targets for Leased Line and Ethernet Access
The table below shows the countries associated with each Band.
Band 1 Band 2 Band 3 Band 4

Australia Bahamas Albania Algeria
Austria Bahrain Andorra Belize
Belgium China Argentina Bermuda
India (Bangalore, Delhi,
Canada Bolivia El Salvador
Mumbai)
Denmark Indonesia Bosnia and Herzegovina Fiji
Finland Korea, Republic of Brazil Gibraltar
France Malaysia Brunei Darussalam Honduras
Germany Mexico Bulgaria Jordan
Guernsey Morocco Cayman Isles Macao
Hong Kong Venezuela Chile Mauritius
Ireland Colombia Netherland Antilles
Isle of Man Costa Rica Nicaragua
Italy Croatia Oman
Japan Cyprus Paraguay
Jersey Czech Republic Qatar
Luxembourg Dominican Republic Saudi Arabia
South Africa (other
Monaco Ecuador
cities)
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Netherlands Egypt Trinidad & Tobago

New Zealand Estonia Tunisia
Norway Greece Vietnam
Portugal Guatemala
Singapore Hungary
Spain Iceland
India (Chennai, Hyderabad,
Sweden
Kolkatta, Pune)
Switzerland Israel
Taiwan, Province of
Kazakhstan
China
United Kingdom Kuwait
United States Latvia
Lebanon
Liechtenstein
Lithuania
Macedonia
Malta
Moldova
Montenegro
Pakistan
Panama
Peru
Philippines
Poland
Puerto Rico
Romania
Russian Federation
Serbia
Slovakia
Slovenia
South Africa (Johannesburg only)
Sri Lanka
Thailand
Turkey
Ukraine
United Arab Emirates
Uruguay
Virgin Islands (British)
Virgin Islands (US)
Table 30: Country bands for restore time targets
Where DSL is the sole means for access the Repair-Time objective will be based on the type of DSL (Premium, Plus
or Standard) see Severity 1 Restore Targets (DSL Access)
SLA Severity 1 Restore-Time (DSL Access)

Configuration Premium DSL Plus DSL Standard DSL
DSL Access 12 hours 16 hours 24 hours
Table 31: DSL Severity 1 restore time objectives
Note: BT does not separately provide Service Credits if any target for mean time to repair is missed, since this is
covered by the Availability SLA and associated Service Credits.
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9.2.5 Resiliency Repair
Resiliency Repair – If the Customer orders a resilient service at a Site, that is with primary and secondary
components (Access and CPE, if applicable), then if either the primary or secondary component fails and BT does
not restore service to both primary and secondary within 24 hours BT will give the Customer a Service Credit for
valid claims. The Service Credit will be 1% of the Monthly Recurring Site Charges for each started hour after the first
24 hours up to a cap of 100% of the MRC (e.g. Outage of 25 hours=1% of MRC; outage of 26 hours=2% of MRC, and
so on up to a cap of 100%). As Service is available during this period this time will not count towards Downtime.
The Resiliency Repair Target will only apply to those sites where the configuration involves both primary and
secondary components. If full service is not restored (both primary and secondary) within 24 hours, the Resiliency
Repair credit applies.
The SLA only applies if the Access and CPE components are ordered with 24X7 maintenance, and as such may not
be available in all locations.
The Access Configuration Options below are standard for Network Services products, i.e. iVPN2, IP Connect Global,
Ethernet Global etc.
Access Resiliency Option Resiliency Repair-Time Target

Secure + 24 hours
Secure 24 hours
Access Backup II 24 hours
Access Backup I 24 hours
Table 32: Resiliency restore targets
9.2.6 Network Performance
Specific targets and SLA is provided for:
• Round Trip Delay (CoS 1, 2 & 3), (EF Class, AF Class & DE Class)
• Packet Delivery (CoS 1 & 2), (AF Class, DE Class & EF Class)
• Jitter (CoS 1 voice), (EF Class only)
Unlike the On-time Delivery and Availability SLA the Network Performance SLA is based on calendar monthly
averages by region. Where these averages are not met, as indicated by Global Services reports, Service Credits will
be applied.
We offer as standard a Regional SLA based on average monthly performance between and within each region. In
addition a Site to Site Network Performance SLA that can be applied to Customers with a bundled / managed service.
Regional Network Performance – Where BT fails to meet the specified inter and intra regional targets for Network
Latency (RTD), Packet Delivery (PD) and Jitter a Service Credit may apply. The Service Credit is a percentage of the
monthly recurring site charges and will apply where an incident was raised (proactively or reactively) and a ticket
opened for the route. The Service Credit is capped at 100% of the MRC.
The Network Performance SLA covers the performance of the Service, and is based on calendar monthly averages
by region or from site-to-site where the CE router is bundled. Regional Performance is measured within and between
regions using a representative set of measurements.
The table below details the SLA metrics that apply to each Class of Service (CoS).
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WAN Network Performance Class of Service (CoS)

SLAs EF AF DE
Round Trip Delay (RTD) Yes Yes Yes
Packet Delivery (PD) Yes Yes Yes
Jitter Yes No No
Table 33: Network performance SLA metrics per CoS
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Network performance SLA Zones
The diagram above shows the BT SLA zones and the table below identifies the GpoP Countries in each SLA zone.
Those countries that are greyed out are expected soon.
Europe 1 Europe 2 North America Asia Pacific 1 Middle East
Austria Estonia Canada Australia Bahrain
Belgium Bulgaria Mexico Hong Kong Israel
Denmark Croatia USA Japan Kuwait
Finland Cyprus Singapore Lebanon
France Czech Rep. South America Pakistan
Germany Greece Argentina Asia Pacific 2 Saudi Arabia
Ireland Hungary Brazil China UA Emirates
Italy Latvia Chile Indonesia Africa
Luxembourg Lithuania Columbia Malaysia Egypt
Netherlands Malta Peru New Zealand Morocco
Norway Poland Venezuela Phillipines South Africa
Portugal Romania South Korea
Spain Russia India Thailand
Sweden Slovakia India Taiwan
Switzerland Slovenia Vietnam
UK Turkey Kazakhstan
Ukraine
Table 34: SLA Zones and GpoP Countries
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SLAs for network performance are then specified within a zone and between zones (see later tables). The UK
domestic services network is considered as a separate zone as it is so extensive, and for historic reasons 7 other
European countries/regions also have separate SLAs, namely: Belgium, France, Germany, Ireland, Netherlands, the
Nordics region and Spain.
However, for SLAs between other zones and the European countries/regions (i.e. UK and the 7 others), the European
countries/regions are considered to be included within the Europe 1 zone.
International long lined sites are considered to be in the zone of their parent GpoP, so for instance a site in French
Guiana long-lined from Paris is considered to be Europe 1 for zonal SLAs, but not in South America nor France.
9.2.7 Round Trip Delay
The Customer will be eligible for a Service Credit under the IP Connect Global Round Trip Delay SLA if the targets
shown in the table below are not met and the claims process has been followed.
Round Trip Delay (RTD) is the time taken for a packet to get to its destination and for its acknowledgement to return.
RTD is measured by sending a short sequence of time stamped test packets and recording the time delay when the
acknowledgements return. The sequence of test packets is ten test packets of 80 bytes for class 1 (EF), ten test
packets of 100 bytes for Class 2 (AF) and two test packets of 100 bytes for the DE class. This is repeated nominally
every minute, 24 hours a day and 365 days a year.
The Customer will be eligible for a Service Credit under the Round Trip Delay SLA if the targets shown in the table
below are not met and the claims process has been followed.
For the Core RTD SLA an average of the RTD values over a calendar month is reported for each class.
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RTD SLA
Core SLA Region to SLA Region EF RTD (in ms) AF RTD (in ms) DE RTD (in ms)
Within Belgium 8 9 15
Within France 20 23 31
Within Germany 16 21 26
Within Ireland 13 16 24
Within the Netherlands 6 7 13
Within the Nordics 18 20 26
Within Spain 18 20 27
Within UK 20 23 30
Within Europe Region 1 30 35 50
Europe Region 1 to Europe Region 2 45 50 65
Within Europe Region 2 70 80 95
Europe Region 1 to North America 140 145 155
Europe Region 2 to North America 165 175 190
Within North America 48 53 63
Asia Pac Region 1 to Europe Region 1 270 275 300
Asia Pac Region 1 to North America 225 230 255
Asia Pac Region 2 to North America 250 260 280
Within Asia Pac (Regions 1 and 2) 85 95 125
Within India 35 38 44
India Region to Europe Region 1 220 225 235
India Region to Europe Region 2 240 250 270
India Region to North America 310 320 340
India Region to Asia Pac Region 1 140 150 170
India Region to Asia Pac Region 2 145 160 185
Within Africa TBA TBA TBA
Africa to Europe Region 1 250 260 270
Africa to Europe Region 2 290 305 315
Africa to North America 380 395 405
Africa to Asia Pac Region 1 215 230 240
Africa to Asia Pac Region 2 225 245 260
Africa to India 200 215 225
Within South America 100 110 125
South America to Europe Region 1 265 270 275
South America to Europe Region 2 290 300 310
South America to North America 175 185 195
South America to Asia Pac Region 1 390 400 410
South America to Asia Pac Region 2 415 430 440
South America to India 420 430 440
South America to Africa 500 515 525
Within Middle East 165 180 200
Middle East to Europe Region 1 140 150 165
Middle East to Europe Region 2 140 150 165
Middle East to North America 245 255 270
Middle East to South America 360 375 385
Middle East to Asia Pac Region 1 260 275 295
Middle East to Asia Pac Region 2 280 295 315
Middle East to India 235 250 270
Middle East to Africa 295 310 330
Table 35: Updated Zonal Round Trip Delay SLA Targets
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Performance exceeding target by up to 20% Performance exceeding target by more than 20%
2% of MRC per affected site. 4% of MRC per affected site.
Table 36: Service Credit on Round Trip Delay SLA
The following will not be eligible for Service Credits:
Measurement of Round Trip Delay shall be suspended during any outage of the measurement equipment due
to a network problem, maintenance or upgrading.Packet Delivery
The Customer will be eligible for a Service Credit under the IP Connect Global Packet Delivery SLA if the targets are
not met and the claims process has been followed.
Packet Delivery (PD) gives the percentage of packets that are successfully received. The odd failure to deliver a
packet is not a significant problem as customer’s application simply re-sends it, but if average PD drops below 95%
this may indicate a significant problem.
PD is measured by sending multiple test packets using each class of service supported by both end points. This is
repeated each minute, 24hours a day, 365 days a year. PD statistics will be calculated as an average of all test packets
sent and received over the time period. Nominally, PD is measured by sending, two test packets of 100 bytes for DE
class and ten test packets of 80 bytes for EF and AF Classes, every minute, 24 hours a day between designated IP
Connect Global Provider Edge (PE) routers. Packet Delivery statistics will be calculated as an average of all test
packets received compared with sent over one calendar month.
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Packet Delivery (PD) SLA
Core SLA Region to SLA Region EF PD (%) AF PD (%) DE PD (%)

Within Belgium 99.95 99.90 99.50
Within France 99.85 99.85 99.50
Within Germany 99.85 99.85 99.50
Within Ireland 99.85 99.85 99.50
Within the Netherlands 99.85 99.85 99.50
Within the Nordics 99.85 99.85 99.50
Within Spain 99.85 99.85 99.50
Within UK 99.90 99.95 99.80
Within Europe (Regions 1 & 2) 99.90 99.90 99.60
Europe (Regions 1 and 2) to North America 99.90 99.90 99.60
Within North America 99.90 99.90 99.60
Asia Pac (Reg. 1 & 2) to Europe (Reg. 1 & 2) 99.80 99.80 99.40
Asia Pac (Regions 1 & 2) to North America 99.80 99.80 99.40
Within Asia Pac (Regions 1 & 2) 99.80 99.80 99.40
Within India 99.80 99.80 99.40
India to Europe (Regions 1 & 2) 99.80 99.80 99.40
India to North America 99.80 99.80 99.40
India to Asia Pac (Regions 1 & 2) 99.80 99.80 99.40
Within Africa 99.80 99.80 99.40
Africa to Europe (Regions 1 & 2) 99.80 99.80 99.40
Africa to North America 99.80 99.80 99.40
Africa to Asia Pac (Regions 1 & 2) 99.80 99.80 99.40
Africa to India 99.80 99.80 99.40
Within South America 99.80 99.80 99.40
South America to Europe (Regions 1 & 2) 99.80 99.80 99.40
South America to North America 99.80 99.80 99.40
South America to Asia Pac (Regions 1 & 2) 99.80 99.80 99.40
South America to India 99.80 99.80 99.40
South America to Africa 99.80 99.80 99.40
Within Middle East 99.80 99.80 99.40
Middle East to Europe Region 1 99.80 99.80 99.40
Middle East to Europe Region 2 99.80 99.80 99.40
Middle East to North America 99.80 99.80 99.40
Middle East to South America 99.80 99.80 99.40
Middle East to Asia Pac Region 1 99.80 99.80 99.40
Middle East to Asia Pac Region 2 99.80 99.80 99.40
Middle East to India 99.80 99.80 99.40
Middle East to Africa 99.80 99.80 99.40
Table 37: Packet Delivery SLA for the Zones

Performance not meeting target
2% of MRC per affected site.
Table 38: Service Credit on Packet Delivery SLA
 Measurement of Packet Delivery shall be suspended during any outage of the measurement equipment due to
a network problem, maintenance or upgrading.
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9.2.8 Jitter
The Customer will be eligible for a Service Credit under the IP Connect Global Jitter SLA if the targets are not met
and the claims process has been followed.
Jitter is a measure of the variation in packet delay and is particularly important for the quality of ‘Voice over IP’ and
other real-time services. Jitter is measured by sending a short sequence of time-stamped test packets and recording
the times of their arrival. The sequence of test packets is sent in both directions, between 2 end points. This is
repeated each minute, 24hours a day, 365 days a year.
A single-way value from averaging (will be in future the standard deviation) of the jitter values from both directions
over the time period is reported for each class. Jitter values over the requested time period are then reported for
each class.
Nominally, Jitter is measured by sending 10 test packets of 80 byte every minute, 24 hours a day between designated
IP Connect Global Provider Edge (PE) routers. The inter-packet gap is not defined, as the measurement system
determines it, but the sequence of packets is normally sent in about a second. Jitter statistics will be calculated as
an average of all test packets sent and received over one calendar month.
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IP Connect Global Jitter SLA
BT Network Performance Jitter SLA One Way EF Jitter (ms)

Core SLA Region to SLA Region
Within Belgium 2.0
Within France 2.0
Within Germany 2.0
Within Ireland 2.0
Within the Netherlands 2.0
Within the Nordics 2.0
Within Spain 2.0
Within UK 2.0
Within Europe (Regions 1&2) 3.0
Europe (Regions 1&2) to North America 3.5
Within North America 3.0
Asia Pac (Regions 1&2) to Europe (Regions 1&2) 5.0
Asia Pac (Regions 1&2) to North America 4.5
Within Asia Pac (Regions 1&2) 3.5
Within India 2.5
India to Europe (Regions 1&2) 4.0
India to North America 4.5
India to Asia Pac (Regions 1&2) 3.5
Within Africa 3.5
Africa to Europe (Regions 1&2) 4.0
Africa to North America 4.5
Africa to Asia Pac (Regions 1 & 2) 4.5
Africa to India 4.5
Within South America 3.5
South America to Europe (Regions 1 & 2) 4.5
South America to North America 4.0
South America to Asia Pac (Regions 1 & 2) 4.5
South America to India 4.5
South America to Africa 4.5
Within Middle East 3.5
Middle East to Europe Region 1 3.5
Middle East to Europe Region 2 4.0
Middle East to North America 4.0
Middle East to South America 4.5
Middle East to Asia Pac Region 1 4.5
Middle East to Asia Pac Region 2 4.5
Middle East to India 4.5
Middle East to Africa 5.0
Table 39: Jitter SLA for the Zones
Performance exceeding target by up to 10% Performance exceeding target by more than 10%
2% of MRC per affected site. 4% of MRC per affected site.
Table 40: Service Credit on IP Connect Global Jitter SLA
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 Measurement of Jitter shall be suspended during any outage of the measurement equipment due to a network
problem, maintenance or upgrading.
9.2.9 CE to CE (Site to Site) SLA for Round Trip Delay (RTD) and Jitter
The Site to Site SLA is a special bid feature for Indirect channel partners.
Above the standard Regional Network Performance SLA a route specific CE to CE (Site to Site) SLA can be offered for
our Customers as a standard. To be able to define the route specific targets the CE to CE Calculator needs to be used
which is available on the SLA Product intranet site on the following URL:
https://intra.bt.com/bt/globalservices/salesportal/products/sla/Pages/library.aspx
After providing the mandatory details about the given sites like port speeds and PoP details it will calculate the route
specific RTD and Jitter figures. Packet Delivery figures are required to be used from the Regional standard offer. If
these figures are not acceptable then a Special Bid Request can be submitted for improved targets. The Calculator
holds a detailed guidance on usage.
To be able to report on these targets Site to Site Reports need to be ordered.
CE to CE (Site to Site) SLA T & Cs in addition to the Service Levels set out in the MSAv3 General Service Schedule
The Site to Site SLA is a special bid feature for Indirect channel partners.
For Direct channels standard MSAv3 General Schedule T&Cs apply in addition to the ones below. URL for MSAv3
General Schedule:
https://intra.bt.com/bt/globalservices/business_units/support_functions/legal_regulatory/commercial/master_ser
vices_agreement/pages/index.aspx
General:
 Available for IP Connect global port speeds at T1/E1 and above.

 Access circuits (T1/E1 and above) taken into consideration are leased lines to MPLS APOPs and GPOPs only
(I.e. IPLC, Frame/ATM access, DSL access not included)
 Today available on BT Managed service only (I.e. not available for Unbundled and Distributor managed)
 CE to CE SLAs may be provided within a customer’s contract for key paths
 CE to CE SLAs will be based on calendar month averaged values reported using the IP Connect Global
Customer Reporting platform.
 SLA on network performance only applies for in-contract bandwidth (except DE class- as that is not in and
out of contract)
 For Sites where CE to CE (Site to Site) Report is ordered we exclude them from the Regional Report so
Regional Reports and regional processes such as service credits for regional breaches are not applicable.
Reports:
 All CE to CE paths in an SLA MUST be built as “Site to Site” Reports, within the Customer’s report pack
 The reports price includes the CE to CE SLA (
 Reports are not created automatically. Reports have to be ordered separately see following URL for details:
http://globalservices.intra.bt.com/products/ip_connect_global/library.html#reports
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Claims:
 Customers must be pre-registered with the Claim Reception team (CRT) by submitting the Cross Portfolio
SLA registration form to the CRT for all of their contracted CE to CE SLA paths, in order to be able to claim
against the SLA.
 The Standard IP Connect Global Performance SLA Claims Process will apply to CE to CE (Site to Site) SLA
Claims as well
 CRT can be reached at crteam@bt.com and official forms can be found at the SLA intranet site at
https://intra.bt.com/bt/globalservices/salesportal/products/sla/Pages/index.aspx
 Claims will be adjudicated based on the averaged monthly CE to CE measures in the Customers report.
 Claims must be made within 25 days following month in which poor performance occurred providing full
details for the reason for the claim.
 Successful claims will result in service credits via the BT billing system.
 The result of all claims will be reported back to the customer, account manager or service manager.
 Upon a claim BT reserves the right to question reports to ensure calculation for the claim period were done
correctly
 SLAs will not be applicable if there are changes on port speed or amount of bandwidth for each Class of
Service. If changes to an existing agreed SLA is required, a new analysis will have to be done and new figures
would need to be agreed based on a full list of sites and paths with highlighted change on new paths
 BT’s measurements for the purpose of calculating Service credits will commence on the first day of the
month following any new installation or upgrade
 For both ports, maximum average port utilisation should not exceed 50% for the claimed month
 SLA measurements are given for 12 months. BT will have the right to review these figures every 12 months
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10 Service Reporting
10.1 Overview
IP Connect Global Next Generation reports are key management tools for BT Customers. Reports are used to
provide information on customer VPN network availability and performance. The reports cross a range of services
with consistent format, delivery mechanisms, and content.
The ordering of a new IP Connect Global service will automatically trigger the building of the standard report
package for a customer on the VPN reporting platform. After the standard reports package has been built, the
Network Reports Operations (NRO) team will contact the customer account team to let them know that the
reports have been built and to request permission from the account team to enable them. Enabling the reports
makes the reports visible to users who have access to the customers account on the GS Portal. If the customer has
not been built on the GS Portal or the customer requires VPN Reports and/or Core reports to be added to their
already existing account profile on GS Portal, the account team must request this using the GS Portal DCF. The
link to the GS Portal page is here http://globalservices.intra.bt.com/products/customer_portal/. The DCF and
guidance on using the DCF can be found in the “Library” section on the page.
Information for Indirect partners on the reports can be found on http://www.btalliances.com
Should the account team want to check the VPN Reports to check that the reports have been built correctly prior
to the customer seeing them, they will need to add themselves to the GS Portal company. Advice can be sought
from the GS Portal helpdesk as to how this can be done prior to submitting the DCF.
If the customer requires any of the optional IP Connect Global reporting packages, then these must be ordered by
the sales team. A tactical ordering process for these exists, which is outlined below.
Please note that the optional reports packages are chargeable.
The optional reporting packages should be ordered by downloading the simple order form from the following URL:
or on http://www.btalliances.com
On completion (electronically) of this order form it should be emailed to the Project Coordinator who will forward
it to the NRO. After delivery, the sales channel is responsible for initiating billing.
The target for a new service is that the reports will be produced within 10 working days after the turn-up of the
first site. For extra sites or reports options the target is to have the reports within 3 working days. These lead times
are expected to reduce in future as further automation is implemented (particularly for supporting multiple VPNs
and ATM accesses).
10.1.1 Reporting packages
The standard reports are in-tariff. The optional IP Connect Global reports packages are all priced with both an
initial set-up fee and a monthly recurring charge and these are detailed in the standard IP Connect Global pricing
tools.
10.2 Network Performance Reports
Customers will access their Network Performance Reports via the GS CUSTOMER PORTAL Web Portal. Once the
customer has logged into the GS CUSTOMER PORTAL, they will be able to select:
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 VPN Reports – to see Network Performance reports for their network.

 Core Network Summary – to see Network Performance reports for the shared IP Connect Global core network.
10.2.1 VPN Reports
On entry to the VPN Reports the customer is presented with their Service Summary Dashboard report. This report
shows an overview of the state of their service and provides drill-down links to their feature summary reports (one
for each of their service’s features). From the summary reports, the customer can further drill-down to their
feature detailed reports. Detail reports show time-trend graphs for each measurement.
All IP Connect Global customers are provided with a set of high-quality standard weekly reports within tariff.
However, additional reporting optional packages may be included within the customer’s contract to provide more
information (see 10.2.1.4 below).
The standard within tariff reports are provided for all access types (Leased Line, DSL Premium, etc), except for DSL
Plus and DSL Standard accesses, UK DSL and IP based DSL. Reporting for DSL Plus accesses is available as an optional
package, but due to technical restrictions there is no option for reporting on DSL Standard accesses.
All the feature reports include a calendar function to allow the customer to select the time period for the report.
For the standard weekly reports this will only show data up to the end of the previous week. Times and dates on
all reports are in UTC format (informally known as GMT). A capability to print the page and save the page as a PDF
file allows customers to keep copies of the reports, and an “Export CSV” capability on individual tables & graphs
allows customers to download the data. Finally, an in-context help system is provided to guide the users in how
to access, understand and apply their reports.
Service Dashboard Report
This top level report allows customers to see any major trends or problems with their service and also allows them
to access all their other reports. For seeing major trends or problems the graphs show the total volume of traffic
(summed across the BT service) for each day in the previous 34 days and for each week of the previous 14 months.
Tables on the right show the most used 6 sites and “Most Changed Utilisation” 6 sites in the service to show any
specific site trends or problems. The tables are updated by default weekly or more frequently, in line with the
customer’s choice of optional reporting packages (see later section).
The Service Dashboard also acts as the “Home” (i.e. start and return point) for viewing the more detailed feature
performance reports.
Feature Summary Reports
All the customer’s feature summary reports are accessible from the Service Dashboard menu. In each case a
summary report is provided with the option to drill-down to a more detailed time trend report. The menu for
standard in-tariff reports is: Port Utilisation, VPN Utilisation, CoS Utilisation and Site reports. However, additional
reporting options (as described in a later section) can add CPE Health and Site-to-Site reports to the menu.
The descriptions below are for customers with BT managed CE’s or non-BT managed CE’s. Normally the access
performance measurement point is the PE (not the CE). However, under special circumstances BT may provide
(either as a replacement or an addition) CE based reporting, and then the feature summary and detail reports will
show these measurements.
Port Utilisation Summary
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This is a summary table that provides a PE row for each virtual port. The table columns give the measurement
point (normally PE), access circuit type and contracted port bandwidth, along with the measured peak and average
percentage port utilisations for both to and from the customer’s site.
VPN Utilisation Summary
This is a summary table that provides a PE row for each VPN connection. The table columns give the virtual port,
measurement point (normally PE), VPN and contracted VPN bandwidth, along with the measured peak and
average percentage VPN utilisations for both to and from the customer’s site. The VPN contracted bandwidth may
be either the full virtual port bandwidth or part of the virtual port bandwidth, as required.
CoS Utilisation Summary
This is a summary table that provides a “From Site” and “To Site” PE row for each CoS on each virtual port or VPN
connection. The table columns give the virtual port, measurement point (normally PE), class, VPN and contracted
class bandwidth, along with the measured peak and average percentage class utilisations for both from and to the
customer’s site. CoS can be applied to either a virtual port or to each VPN connection, as required. Currently, due
to technical issues, DSL access is not provided with CoS Utilisation reporting.
Site Summary
This report provides the user with a consolidated view of all available Network Performance reporting data for
their sites. This includes: Port Utilisation, VPN Utilisation, CoS Utilisation and where a customer has Site-to-Site or
CPE Health reporting within their contract for the site, then this data will also be included in the Site report.
Customers normally filter this report to show only the site of their interest.
Site-to-Site Summary (in optional packages, for BT managed CE’s only)
This is a summary table that provides a row for each CoS supported at both ends on each site-to-site path (i.e. CE
to CE), where a path is given by a pair of virtual ports. The table columns give the path and CoS, along with the
measured peaks and averages for the Round Trip Delay (RTD), Packet Delivery (PD) and Jitter. However, Jitter is
shown for the multi-media classes only (these classes are CoS 1 for 3 CoS, but EF and the optional AF Multimedia
class for 6 CoS).
CPE Health Summary (in optional packages, for BT managed CE’s only)
This is a summary table that provides a row for each virtual port. The table columns give the virtual port, along
with the measured peak and average percentages for CPU Utilisation, Used Memory and CPE Reachability. Free
Memory is also shown, but in kilobytes. Only the statistics for the main CPU and memory in the CE is shown.
Reachability is for the management entity in the CE router and is highly indicative of site availability.
Feature Detail Reports
All the detail reports are similar in that they show a time-trend graph(s) for the one or more measured values on
the selected summary report row. The report granularity (frequency of data points on the graph) depends of the
length of the period requested, but the smallest granularity is on a single day report and is nominally one data
point every 5 minutes, except after 65 days when daily granularity is shown. A set of tables below the graph always
gives the minimum and maximum nominal 5 minutes values for each measurement and when they occurred in
the period (irrespective of the current granularity).
Optional Reporting Packages
The optional report packages have both an initial set-up fee and a monthly recurring charge and consist of:
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DSL Plus Pack
This includes all of the customer’s DSL Plus accesses in their standard and optional reports.
CPE Health Pack (for BT managed CE’s only)
Provides the CPE Health report for all the customer’s sites that have BT managed CE’s. The exceptions are DSL
standard sites and DSL Plus sites, unless the DSL Plus Pack is also ordered when the DSL Plus sites are included.
Site-to-Site Pack (for BT managed CE’s only)
Provides Site-to-Site reports for 10 paths (multiple packages may be purchased for more paths). Restrictions are
that both sites in a path must have BT managed CE’s and neither site should have a DSL standard access. However,
if either site uses a DSL Plus access, then the DSL Plus Pack must also have been ordered. These reports are
necessary for each path where a customer requires a Site-to-Site SLA (orderable via special bid).
Exception/Threshold Reports
The optional Threshold Reports package offers a summary and detailed view of threshold violations (and no alerts)
on Port, VPN, CoS, CPE and S2S Path against set thresholds. This is particular useful in predicting any likely
performance degradation and plan for capacity upgrades suitably.
 Port Exception: Inbound Utilisation, Outbound Utilisation, Inbound Discard Packets, Outbound Discard
Packets, Inbound Error Packets and Outbound Error Packets
 VPN Exception: Inbound Utilisation and Outbound Utilisation
 CoS Exception : CoS Discards
 CPE Exception : CPU Utilisation
 S2S Exception: Latency and Packet Delivery
Forecast Reports
The optional Trending and Forecasting report provides a forecast into the future based historical trend of your
virtual port, VPN utilisation and CoS usage. This is particularly useful for planning capacity at your busiest times
and resolution of time based performance problems
The forecast projection is based on linear slope of available data. There are no further drill-down links from this
report
In the daily view – the user would be able to view 90 days forecast based on 270 days of historic data.
In the weekly and monthly view – the projections would be based on day of the week and date of the month. For
instance – in the weekly view – on a Wednesday, based on historic data of 36 past day of the week (Wednesdays),
the forecast for the next 12 Wednesdays would be projected.
Similarly, in case of date of the month – based on 9 past date of the month, the forecast for the next 3 such date
of the month would be projected.
Port Error and discard reporting
The optional Errors and Discards reporting package allows the user to see the number of errored and discarded
packets
The errors and discards are reported on a port level

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10.2.2 Core Network Summary Reports
The Core reports are common to all customers. They show round trip delay, packet delivery and jitter (class 1 and
EF only) measured between Core PoP’s for each of the 3 classes of service used in the core (the optional AF
multimedia class along with the other AF classes used in 6 CoS are mapped into Core class 2). Core reports are not
affected by customer access types. Customers can download extensive help for the Core reports as an MS Word®
file from GS CUSTOMER PORTAL, and there is also limited on-line help provided. The reports types are:
Zonal Core Reports
These show monthly averaged values for within regional zones and between pairs of regional zones. The full list
of zones in alphabetic order is: Africa, Asia Pac 1, Asia Pac 2, Europe 1, Europe 2, India, Middle East, North America,
South America and UK. These averaged values have SLA targets (see next major section), and the report shows the
severity of any SLA breaches by colour highlighting. The last 3 monthly reports are viewable.
In-Country Core Reports
These reports show monthly averaged values for 7 European countries/regions. These countries/regions are in
alphabetical order: Belgium, France, Germany, Ireland, Netherlands, Nordics (i.e. Finland, Denmark, Norway and
Sweden) and Spain. These values have SLA targets (see next major section) and the report shows the severity of
any SLA breaches by colour highlighting. The last 3 monthly reports are viewable.
City-to-City Core Reports (currently Reference Paths Reports)
These new reports shall replace and extend the current Reference Paths reports. Unlike the current Reference
Paths reports that are limited to major business city to business city paths, the City-to-City reports will calculate
monthly averaged values for all City-to-City paths (for cities where BT has PoP’s). Reports users will be able to
configure the city-to-city report to show their paths of interest. The number of paths visible at one time to a
customer will be limited, but they will be freely able to change their paths. These paths values shall have SLA
targets and the report shall show the severity of any SLA breaches by colour highlighting. The last 3 monthly
reports shall be viewable.
10.2.3 DSL Performance Reports & SLA’s
To summarise the previous sections for customers that have or wish to purchase DSL Access.
DSL Core Network Standard CPE Health Site-to-Site Site-to-Site SLA

Package Performance Utilisation Reports Report Reporting (shadow portfolio)
Premium Reports and In-tariff, but no CoS Optional Optional Yes, available subject to
SLA’s are In- report on DSL. standard restrictions.
tariff
Plus Reports and Optional, but no Optional Optional Not available, as
SLA’s are In- CoS report on DSL. contended access.
tariff
Standard Reports and Not available, as Optional Optional Not available, as
SLA’s are In- technical issues. contended access.
tariff
Table 41: DSL Reports
Although due to a technical issue it is not possible to provide any CoS utilisation reports for any DSL access package,
there are no general problems with providing customers with 3 CoS or 6 CoS on their DSL accesses.
10.2.4 SMARTS Polling and Capability Matrix

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Layer
1 Product IP Connect Global (2) (Standard Product)
Monitoring Platform SOE SMARTS
2 Polling Class SNMP_PING_AND_POLL
Alignment between Product No Offering No Offering Proactive Surveillance Preventative Monitoring No Offering
teams/areas
Service Capability Matrix Tier 0 Tier 0 Tier 1 Tier 2 TBC
definitions of each polling
method Service Packs None Standard Important Critical TBC
3 Polling Method SMARTS platform None Router Surveillance Proactive Surveillance Preventative Monitoring TBC
Proactive Core
Proactive reachability Proactive monitoring an
network - Reactive Proactive and Threshold LAN port monitoring
Polling Method Description test of the Customer array of metrics on the
CPE management - monitoring (LAN only)
equipment CPE
No tickets generated
PE WAN Interfaces PE WAN Interfaces PE WAN Interfaces LAN Port down
PE WAN Interfaces CE down CE down CE down
Full product description CE Unresponsive CE Unresponsive CE Unresponsive
Card Down Card Down
Interface down Interface down
https://intra.bt.com/bt/globalservices/salesportal/prod Fan Fan
ucts/ip_connect_global/pages/library.aspx Power Supply Power Supply
Temperature Sensor Temperature Sensor
4 Monitored Event Voltage Voltage
Current Product Owner HSRP HSRP
Onno van Beek Call Manager (IPT only) Call Manager (IPT only)
UIN 790008903 VoIP (IPT only) HSRVoIP (IPT only)
BoaT ID VANBEEO Voicemail (IPT only) Voicemail (IPT only)
Email onno.vanbeek@bt.com Processor Utilisation
Memory Utilisation
Interface Utilisation
Method 1 Polling Polling at 4 minute intervals P P P P P

Polling Frequency Method 2 Polling Polling at 2 minute intervals X X P P X
Method 3 Polling Polling at 1 minute intervals X X X P X
High Level Configuration Standards
no SNMP tra ps on unma ged no SNMP traps on unmaged
WAN No tra ps us ed No tra ps us ed i nterfa ces interfaces N/A
s end tra ps to SMARTS send traps to SMARTS
No SNMP tra ps for No SNMP tra ps for unma na ged SNMP reporting for
LAN No tra ps us ed No tra ps us ed unma na ged ports ports specific ports
s end tra ps to SMARTS s end tra ps to SMARTS N/A
IPT No tra ps us ed No tra ps us ed s end tra ps to SMARTS s end tra ps to SMARTS N/A
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10.3 Service Management Reports
Service Management Reports detail fault clearance and service delivery statistics, typically broken down on an
access site basis. These reports will be accessed by the Sales Channel and Customer via the GS CUSTOMER
PORTAL from a Web environment. The Sales Channel is able to select the time period of the report, and is
responsible for processing and forwarding to Customers.
These reports are available for all access types (Direct Leased Line, ApoP, DSL). The reports are only available via
Special Bid to the relevant Customer Service team.
Report Purpose and Detail Application / In-tariff / Frequency

Category Periodicity Billable
Clear Time The Clear Time Failure Report (Severity 1) Via GS In-tariff Daily-on-
Failure Report provides details of severity 1 faults where the CUSTOMER demand, Weekly-
repair time objective has not been met. This is PORTAL on-demand,
(Severity 1) an itemised report. It lists details of all severity Monthly-
1 incidents that have an outage time greater continuous
than the customer site target repair time (for
severity 1).
Executive This report is required to provide an overall Via GS In-tariff Daily-on-
Summary monthly performance summary for all sites CUSTOMER demand, Weekly-
Report belonging to a customer, together with a PORTAL on-demand,
customer site profile, on a per site basis, for Monthly-
each site belonging to the customer. The report continuous
is provided at Customer level by means of
putting all sites belonging to one customer in a
report group.
Closed Ticket This report itemises incidents for Customer Via GS In-tariff
Report – Sites in a Report Group that were resolved CUSTOMER
Itemised during or unresolved at the end of the reporting PORTAL
period
Order Report – The report shows orders (for a given report Via GS In-tariff
Itemised group) which have a Customer Satisfaction date CUSTOMER
falling within the reporting period, or orders PORTAL
which have no Customer Satisfaction date.
Order Report – The report shows order progression figures (for Via GS In-tariff Flex, Monthly
Summary a given report group) for all orders which have CUSTOMER
a Customer Satisfaction date falling within the PORTAL
12 months before the end of the reporting
period, or orders which have no Customer
Satisfaction date.
Site Availability For a particular report group this report shows Via GS In-tariff
Report the availability of the service during the CUSTOMER
reporting period for each site. PORTAL
Table 42: Service Management Reports
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11 Commercial and Pricing Model

Describe all key commercial aspects of the service.
11.1 BT IP Connect Global Provide charges
Pricing Element Variables that determine price One-time Charge Recurring Charge
Access and CSU/DSU - Speed - Install / De-install - Monthly rental
1 Access for Standard (or N for - Access Type (Leased Line,
NxE1/T1) Ethernet,Premium, Ethernet Plus,
2 Accesses for Access Backup, Ethernet Standard, hVPN, Reach In
Secure and Secure+ (additional for NNI)
NxE1/T1) - Contention ration
- Country & supplier
- Access resilience (protected
access or not)
DSL Port (for eDCA orders access is - DSL Type (Premium / Plus / - Install / De-install - Monthly rental
bundled with port) Standard)
DSL Access (for eDCA orders access - Speed - Install / De-install - Monthly rental
is bundled with port) - Contention ratio
DSL Local Loop - Class of Service - Install / De-install - Monthly rental
- Country / Supplier
- Global / Local VPN type14
Port - Speed - Install/De-install - Monthly rental
1 Port for Standard (or N for - Class of Service
NxE1/T1) - Country
2 Ports for Access Backup, Secure - Zone
and Secure+ (the secondary port is - Global/Local VPN Type 14
usually a different price to the - Resilience (whether primary or
primary) (additional for NxE1/T1) secondary)
Port price may vary depending on
wheter using own network, hVPN
or NNI reach.
CPE - CPE Model & cards - Install/De-install Monthly rental
1 CPE for Standard - Country
1 or 2 CPE for Access Backup - Contract term length
2 CPE for Secure and Secure+
Additional Customer VPNs on an - Number of VPNs - Install (Per Monthly rental
access15 Additional VPN) may be driven by
NNI Partner
MVPN (incl Shared Access VPN’s) - Number of VPNs Install charge may be Monthly rental
driven by NNI
Partner
BGP Prefixes - Number of prefixed install per CE per Monthly rental
VPN with BGP per CE per VPN
routing with BGP
CE Configure & Commission None Included in BT CPE
charges
CE Proactive Management None Monthly rental
Change management Setup charge Monthly rental
14 Historically this was National and Domestic but has been set to the same price for some while and so Local will be adopted going forward.
15 Note - the primary VPN is included in the port price
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Reporting - Basis Package including: IN tariff In tariff
Near Real Time utilization reports
(PE Based port, VPN and COS
utilization reports) BT Core Network
Reports (Packet Delivery, Round
Trip delay, Jitter) available
separately on MyAccount
Reporting - Advanced Package Setup charge Monthly rental

ncludes Basic reports
CE (customer equipment)
Performance reports for bundled
sites : CE Based port, VPN and COS
utilization reports, and CE
memory, Processor usage, CPE
reachability.
Value added reports (Errors and

Discards on port level,Exception
reports, Forecast reports,
Reporting - Advanced+ Package Setup charge Monthly rental
• Includes Advanced reports

• Percentile Reports
• Baseline exception reports
Site to Site (CE to CE) Reports One charge per 10 paths Setup charge Monthly rental
• Orderable option for Advanced
and Advanced + packages
• Provides CE to CE Round Trip
Delay (RTD) and Packet
Delivery
• Orderable on a per route basis
(one route is a CE source-
destination pair in this context)
CE SNMP R/O Access Install None

Out of hours turn up Included in BT CPE None
charges
Call Local Support Setup charge Monthly rental
Service Management - Service Management option None Monthly rate
(Service Relationship Co-ordinator, charge
Service Relationship Manager (aggregated daily
Regional, Service Relationship rate)
Manager Global, Business
Relationship Manager)
- Service Manager grade
- Country
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Project Management - Project Management option Day rate charge None
(project managed install)
- Project manager grade
- Country
Technical Advisory Services - Technical Advisory option Day rate charge None
(instant network analysis, ad hoc or
call off consultancy)
- Systems Engineer grade
- Country
Table 43: Pricing Components for IP Connect global provides
For BT Direct channels details of the Recommended Retail Prices and Transfer Rates are available in the Global
Pricing Guide on the Opera web site or the IP Connect Global website.
For BT Indirect channels details of the pricing are available in SQE.
11.2 IP Connect Global commercial elements

11.2.1 Access Pricing
Access pricing is based on access speed, access type, country & supplier. Please check SQE for the latest Access
prices, and the Sales Catalog for latest service availability.
N X E1/T1 access pricing comprises the standard BT IP Connect Global components for CPE (where applicable),
Access, Port and CoS. Port, CoS and access circuits should be provided N times. Only one CPE charge applies.
BT IP Connect Global is moving away from using EUKA (separate UK VPN order) and uses seamless UK access.Port
Pricing (excluding DSL)
11.2.2 Port Pricing including Class of Service (excluding DSL)
Port pricing is based on port speed, port type (or mix of classes of service speeds if class of service is individually
ordered instead of by port type), country, whether global or Local VPN type and resilience configuration (whether
the port is primary/standard or secondary on secure or secondary on secure+). Please check the SQE sales tool for
the latest prices, and the Sales Catalog for latest service availability.
A reconfiguration charge will apply when Class of Service bandwidth is changed, unless part of a package
Local Port pricing is lower as Global Port pricing. As standard Global Port pricing is used. For using Local Port pricing
the following criteria must be met:
All of the traffic sent by the port must be to ports in the same country
AND there must be at least one global port in the country
OR all of the ports in the customer’s entire network are in the same country and there is no connectivity in any way
to any port outside the country
AND there are at least five ports in the country
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11.2.3 DSL Port Pricing
The Port pricing is based on DSL commercial speed, contention ratio, port type (or mix of classes of service speeds if
class of service is individually ordered, country, whether global or Local VPN type and resilience configuration. Please
check the SQE Sales tool for the latest prices, and the Sales Catalog for latest service availability.
The pricing is for one year and discounts may be obtained for longer termsIP Connect Global Additional Services
11.2.4 Access Pricing for DSL
Access pricing is based on the country & supplier and contention. Pricing for these are available from SQE, and the
Sales Catalog for latest service availability.
11.2.5 DSL Port and Access Pricingfor service ordered via eDCA
This MPLS Port Price (obtained from the MPLS Pricing Tool) includes:
 DSL Access cost

 MPLS Port
 DE (Standard data) class, for traffic remaining in Country
The pricing is for one year and discounts may be obtained for longer terms. For the Managed CPE offer CPE can
continue to be priced separately via CPE+.
11.2.6 Secure Pricing
The pricing for Secure comprises of the standard BT IP Connect Global components of CPE, Access, and Port.
However, as the service is configured such that only one of either the primary or backup can carry traffic at any one
time. A discounted Class of Service charge applies integrated with the port price.
11.2.7 Secure+ Pricing
The pricing for Secure+ comprises of the standard BT IP Connect Global components of CPE, Access, and Port. AND,
as the network has to be configured to carry traffic from either POP Class of Service 1 or 2 charge applies integrated
with the port price. However there are exceptions to this where secure+ is charged as per secure.
11.2.8 Additional Customer VPNs on Leased Line or Ethernet
Each site can be connected to more than 1 VPN within the customer network. The primary VPN is provided within
the port charge, each additional VPN connection to that site will be a one-off install charge.
11.2.9 DSL Local Loop Access
This feature is priced in addition to the DSL Access Port and may only be ordered in addition to a DSL Access Port
11.2.10 hVPN pricing
As part of HVPN charges there will be an excessive usage charge which will be dependent upon the service provided.
These charges will flow from the Aggregator to CNS. CNS will provide these charges to Geneva where they will be
onward billed to the end customer / sales channel.
The Port price will be based on the country where the Port is located rather than the country where the site is
located.
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11.2.11 Seamless UK pricing
In SQE our approach to pricing in the UK has now been aligned to the ROW pricing e.g. a separate port and access
pricing. This will also include the zonal based pricing as per 21CN, access as per IP Clear. EUKA is not used anymore
as it was in BT MPLS (ordered via eDCA)
Pricing for Leased Line access in the UK has been made manual on IP Connect Global as 21CN access pricing in the
UK is a cheaper and more futureproof access type.
Leased Line will not be offered as standard in the UK going forward instead the more cost effective Ethernet access
capability should be positioned. In the rare cases Leased Line will be required access should be manually priced.
11.2.12 Install / De-Install
Install charges are payable when the service is initially provisioned. De-install charges are payable when it is
removed.
11.2.13 Reconfiguration and Upgrade Policy
This policy applies to any upgrades or reconfigurations of Class of Service, Port, or Access Circuit.
• Any new service element installed is subject to the relevant Installation charge, with the exceptions outlined
in Section 6.1.1.13 below. All Access Circuit Telco charges for work done are passed on under all
circumstances.
• Any cancellation of a service element at the end of a contract is subject to the De-installation charge.
Cancellation during a contract is subject to the De-installation charge as well as the relevant cancellation
charges as specified in the contract. The exception is outlined in paragraph 6.1.1.13 below. De-installation
charges are the same cost as the Installation Charge.
• All work involving changing the service delivered to a particular site is termed a Reconfiguration and attracts
a Reconfiguration charge. The following table provides a summary of Additional and Reconfiguration
charges.
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Element Reconfiguration Charge

Leased Line & Port speed without changing access Port/CoS reconfiguration charge
Ethernet Ports circuit
(inc Resilience)
Port speed with change in access Port Installation Price + any access charges
circuit
DSL (Port & Upgrade and Down grade One-off charge (DSL Upgrade or DSL
Access) Downgrade charge)
CoS Change of class of service speed Port/CoS reconfiguration and changes to re-
occurring port charge.
Change in Class of Service speed (at None – Included in Port Installation Price
same time of access circuit change)
CPE Hardware changes, location changes CPE Installation Price
Access Circuit Speed changes, location changes Access circuit De-installation charge +
Installation charge
Install charge for the port

VPN Connection - Install/de-install (Per additional VPN)
Site to Site Change of site details which do not - Change charge

report require an additional 10 site pack to
be ordered
Table 44: Customer reconfiguration summary
11.2.14 Exceptions
• Relocation to a different address does not count as a Reconfiguration. A De-installation charge for all items at
the old address is applied, and an Installation charge for the items at the new address is also payable.
• If the customer requests any work on the Access Circuit which does not affect the Port size (for instance re-
routing the Access Circuit or providing it over a different bearer), the Access Circuit Telco charges are passed on.
Additionally, the Port Installation charge will also be levied, in order to recoup some of the costs of managing the
work.
11.2.15 Access Circuit Reconfiguration and Upgrade Policy
Any changes which involve such work as upgrades or changes to the Access Circuit speeds, and moves and changes
within the same site, are termed Cease and Re-provides and are charged as a new Access and Port Installation. No
De-installation charges are payable. BT will pass on any associated Access Circuit Telco costs.
11.2.16 Port Circuit Reconfiguration and Upgrade Policy
For a customer upgrading their Port speed, which also requires a change to the Access Circuit, a de-install charge
(on the old Port speed) will not apply, but a new Port install charge will apply.
A Port speed upgrade, which does not require a change to the speed of Access Circuit, is treated as a Class of Service
Reconfiguration.
11.2.17 Class of Service Reconfiguration and Upgrade Policy
A Class of Service Reconfiguration is defined as a change to the size of one or more Classes of Service at a site, which
does not involve the need for an Access Circuit change. Changes within the Port Type are not subject to charge
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11.2.18 CPE Reconfiguration and Upgrade Policy
Pricing for hardware changes to CPE is covered by the C3 CPE Model.
If any CPE software upgrade requires a hardware upgrade, such as additional memory, then the hardware upgrade
is chargeable at the rates listed in the C3 CPE Price Book.
Reconfiguration Examples
• A 64 Kbps port and access is upgraded to 256 Kbps. In this case, only the Port Installation charge and Access
Circuit Telco charges for the Access Circuit upgrade are levied.
• A customer with a 512 Kbps port and a 2048 Kbps access upgrades to a 1024 Kbps port without changing the
access speed. The customer also upgrades the amount of AF from 256 Kbps to 512 Kbps In this case, only a Class
of Service Reconfiguration is levied which covers the port and CoS upgrade. Also a a new recurring port charge
will apply.
• A customer with a 64 Kbps Access connection and a CPE re-locates to a different address. In this case, full De-
installation charges are payable for the old address, and full Installation charges are payable for the new address.
The Install / De-install elements include CPE, Access and Port.
• A customer requests for their Access Circuit and CPE to be moved to a different building on the same factory site.
A Reconfiguration charge (the same as the Installation charge) is charged for the Port and for the CPE. Telco
charges (if any) are passed on.
11.2.19 Other Reconfiguration Charges
Other reconfigurations (are covered by the BT IP CONNECT GLOBAL monthly charges, if a customer requests more
than 5 (network) changes per site per year then BT reserves the right to charge a reconfiguration charge
11.3 Pricing Tool
Pricing information is within the SQE Sales tool or in the Pricing portal portal for eDCA ordered services
11.4 Billing
11.4.1 End-Customer Billing for Direct BT Channels
The BT Sales and Service organisation has overall responsibility for Customer accounts, and oversees the
provisioning, maintenance and billing of all services for the Customer.
Orders must be processed through the order entry system to enable provisioning to be tracked and completed to
target.
The local BT sales and service organisation is responsible for customer billing.
End customer billing for IP Connect Global will be monthly in advance.
For countries not using Geneva billing please contact your billing operations contact
11.4.2 Billing Criterion
For the IP Connect Global Managed CPE option the service shall be considered activated and “in service” when:
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 The IP Connect Global access circuit and port is activated.

 There is the ability to PING or pass Customer traffic from the Customer premise equipment.
 The Order Owner (BT Sales and Service organisation) in the selling Country signs off the Customer Service and
Support completion and informs the finance department that billing can commence.
For the IP Connect Global Customer Managed CPE option the service shall be considered activated and “in service”
when:
 The IP Connect Global access circuit and port is activated.

 The Order Owner (BT Sales and Service organisation) in the selling Country signs off the Customer Service and
Support completion and informs the finance department that billing can commence.
11.4.3 Indirect channel billing
A separate document detailing the billing and invoicing details can be found on the BT Alliance portal:
http://btalliances.com
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12 Terms and Conditions

The link to contractual Terms and Conditions is as follows:
https://intra.bt.com/bt/globalservices/business_units/support_functions/legal_regulatory/commercial/master_se
rvices_agreement/pages/index.aspx
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Change history
Version Name Date Comments
Issue 1 Onno van Beek 04-11-2011
Issue 2 Onno van Beek June 2012 Rewrote PD to align more to the still existing IP Connect
global (1 MPLS) product definition
Issue 2.1 Onno van Beek August 2012 Updated with feedback from Ian Pheby
Issue 2.2 Onno van Beek December 2012 Updated with feedback from Andy Lloyd
Issue 2.3 Onno van Beek October 2013 Updated Ethernet access section with contended
Ethernet and additional port speeds.
Updated resiliency overview table for contended
Ethernet introduction and hVPN backup to Ethernet.
Issue 2.4 Onno van Beek November Inserted para 3.4 on IP Connect intelligence seeding
2013
Issue 2.5 Onno van Beek December 2013 Updated para 4.8.2.2 to indicate that hVPN and Standard
DSL are now also pro-actively monitored.
Updated table 11
Para 4.8.2 updated tables
Issue 2.5a Onno van Beek February 2014 Inserted a paragraph on BFD in the Secure and Secure+
access resiliency sections
Issue 2.6 Onno van Beek / April 2014 Merged the eDCA and SQE versions of the product
Zoltan Flekacs definition into a single document.
Draft 2.6a Colin Paton May 2014 Draft re-structured version to fit new valuestream
template
Issue 2.7 Zoltan Flekacs Feb 2015 Updated CPE models & minor fixes, clarification
Issue 2.8 Onno van Beek September Updated para 3.1.4.5.3 claring CPA with single VPN on
2015 P2A Ethernet.
Issue 2.9 Onno van Beek November Updated Table 45: Available Access and Port speeds
2015 for Ethernet with 12M and 16M subrate access in
support of FTR and 9M port as available in pricing
tools already.
Issue 3.0 Onno van Beek November Updated Table 46:Removed 75M port speed as not
2015 supported in price book.
Issue 3.1 Onno van Beek December 2015 Updated Reach in NNI section to show it is also
supported with Customer managed CPE.
Issue 3.2 Anne-Gaëlle Santos August 2016 Added information on CPA design constraints
Issue 3.3 Anne-Gaëlle Santos September Modified Reporting packages
2016
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13 Annexes
Key sources and locations for more detailed product information.
13.1 Useful Links
Title URL
DSL Product catalogue:
DSL Access Country and
https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_global/pa
Ordering Information
ges/library.aspx
https://intra.bt.com/bt/globalservices/portfolio/global_portfolio/pricing_strategy
Pricing Portal
/Pages/Product-Pricing-Tools.aspx
https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_global/Pa
IP Connect Global website
ges/index.aspx
Service Level Agreements https://intra.bt.com/bt/globalservices/salesportal/products/sla/Pages/index.aspx
https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_uk/Pages
IP Clear Product Definition
/index.aspx
https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_uk/pages
IP Clear Reach
/order.aspx#Ordering_IP_Connect_UK_Reach
GS Portal (Sales Catalogue,
APE, DSL Checker, CPE+, https://www.myaccount.globalservices.bt.com
Reports)
13.2 References
No Title Author Version / Date

The Effect of Packet Reordering in a Backbone Link on Michael Laor and Lior IEEE Network
Application Throughput Gendel, Cisco Systems Sept/Oct 2002
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14 Abbreviations and Definitions

Abbreviation Description
Access The service used by the Customer to establish a connection for the purposes
of access traffic and egress traffic between the Customer location and the
network PoP. Access services can be fixed and/or dial.
AF Assured Forwarding (Assured data class)
ATM Asynchronous Transfer Mode
CEF Cisco Express Forwarding. See Section Error! Reference source not found.
CIR The Committed Information Rate (CIR) is defined as the average throughput
the network can commit while the network is under normal conditions of
operation. This is an averaged performance measure.
CoS Class of Service, sometimes referred to as Application Class of Service.
CPE Router or CE Customer edge routers, also known as Customer Premise Equipment.
CSC Customer Service Centre
CTMS Concert Trouble Management System
DE Default (Standard Data class)
DLCI Data Link Control identifier is the address or numbers that uniquely identifies
a node on the network.
DSCP Differentiated Service Code Point
EF Expedited Forwarding (Voice class)
hVPN Hybrid VPN (Internet based access to the IP Connect Global Network)
IANA Internet Address and Numbering Authority
IP Internet Protocol
MPLS Multi Protocol Label Switching
NCCA Network Control Centre Amsterdam
NRO Network Reporting Operations
NCC Network Control Centre
PBR Policy Based Routing
PCR Peak Cell rate (ATM PVC parameters)
PE Provider Edge Router – Access router on the core IP Connect Global network
PING A packet that is sent to a specific IP address to determine accessibility of the
address.
PoP Point of Presence, a location where Customers can physically interconnect
to the IP Connect Global service.
Port The port is the point where the access circuit terminates with the BT
network.
PPP (PPPoA) Point-to-Point Protocol (PPP over ATM)
PVC A Permanent Virtual Circuit (PVC) is the virtual connection, full duplex
communication path between two network ports.
RTD Round Trip Delay
SCR Sustained Cell Rate
ROW Rest of the world
RBE Routed Bridge Encapsulation
QoS Quality of Service.
SLA Service Level Agreement
TPE Tailor Portfolio Engine
VLAN Virtual LAN
VPN Virtual Private Network
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15 Contacts List
For further information on specific aspects of product please refer to your local product team in the first instance
and then the product line contacts. Both sets of contacts are on the MPLS Intranet site
https://intra.bt.com/bt/globalservices/salesportal/products/ip_connect_global/pages/contacts.aspx
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Product Manager Anne-Gaelle Santos

Authorisation for Launch VPN Product Line Forum

6 Design and Specification .............................................................................................................................126

11.2.1 Access Pricing .................................................................................................................................... 159

For Direct channels:

For Indirect channels: http://www.btalliances.com/

 ability to configure up to six discrete classes of service across an access

3.1 Product Details

Figure 1: Overview of IP Connect Global Access Architecture

The IP Connect Global service supports the following access types:

RV – Need to understand what is APoP via diagram

APoP (where Dedicated

APoP (where Channelised

Figure 2 - Leased Line Access

Copper DSL Private DSL

Figure 3: Private DSL Access

In-Country Internet BT PoP

Point to Point IP Sec Tunnel

Figure 4 - Public DSL Access

The following diagram illustrates Premium Ethernet Access:

Figure 5 - Ethernet Access

 Dedicated interfaces on PE are supported for 100M and 1G access circuits.

Hybrid VPN Access

Figure 6: Port on the PE router

Leased Line Access

 n x 64 Kbps – with fixed port speed (at full access rate)

Speeds available are as follows:

Port Speed Available

Table 1: Available access and port speeds for n x 64K

Available speeds for T1 are as follows:

Access Type Access Speeds (Kbps) Port Speed Available (Kbps)

T1 is not supported in the UK.

Available speeds for E1 are as follows:

Access Type Access Speeds (Kbps) Port Speed available (Kbps)

3.1.1.3.4 n x E1/T1 (FRF16.1 Bonded Access)

Available speeds for n x E1/T1 are as follows:

Access Access Speeds Port Speed Available Speed on SQE*

 Up to 4 access circuits can be supported, (depending on the CPE router selected).

 Multiple VPN support up to 4 VPNs.

Example of 3 access lines bundled using FRF16.1 – multiple E1 or T1 circuits are

Figure 7: n x E1/T1 Network Topology using FRF16.1

3.1.1.3.4.1 Impact of link failure

1. If one circuit of the bundle fails the whole bundle fails

Available speeds for E3/T3 are as follows:

T3 not supported in the UK

3.1.1.3.6 STM-1 / OC-3

Available speeds for STM-1/OC-3 are as follows:

Access Type Access Speeds Port Speed available (Kbps)

3.1.1.3.7 Leased Line Access Circuit Encapsulation

DLCI allocation for Leased Line access

3.1.1.3.8 Fragmentation on Leased Line Access Circuits

When EF is used the following link fragmentation scheme is required:

Classes Supported DSL Type Contention

xDSL typically comes in two flavours:

3.1.1.4.1 DSL Throughput

DSL throughput is dependent on a number of factors:

Example - Plus package, 1024 Kbps

3.1.1.4.2 DSL Access Design

3.1.1.4.2.1 Private ATM DSL Supply

3.1.1.4.2.2 Private IP DSL Supply

End User IPSec IP Address Pool

Point to Point IP Sec Tunnel

Figure 8: IP DSL Access High Level Design