Ref.

Key Performance Indicator

Performance Standard

1

Service Availability

•

Service Availability at the Site

Service Availability % [99.95]%

Monthly Performance Report

Period of Service Availability  

Maximum number of Severity 1 Service Failures per Month

[1]

Monthly Performance Report

Number of Severity 1 Service Failures

Maximum number of Severity 1 Service Failures per Year

[6]

Monthly Performance Report

Number of Severity 1 Service Failures

2

Round Trip Delay (RTD)*

RTD for applicable CoS between any 2 Sites [x secs ]

On-line management information system

RTD measured for each CoS on a 24x7x365 basis

3

Network Jitter*

33Network Jitter for the applicable CoS between any 2 Sites [1 Mbit=20ms]

On-line management information system

Network Jitter measured for each CoS on a 24x7x365 basis

4

Packet Loss*

Packet Loss less than:

[0.04% for Premium

0.06% Enhanced (1, 2 & 3)

0.08% Standard]

On-line management information system

Packet Loss measured for each CoS on a 24x7x365 basis

Network Jitter

means, in respect of each CoS, the variation (either positive or negative) from the expected packet spacing measured by sending from one Site to another Site of a sequence  of 10, 128 byte packets, transmitted every 5 minutes with a 20 millisecond spacing between each packet. The average variation from the 20 millisecond spacing of the 10 packets will be the network jitter value for those 5 minutes. At the end of an hour 12 values will exist, the average of these will be the network jitter figure forthat hour

Packet Loss

means, in respect of each CoS, the total number of packets lost as a percentage of the total number of packets transmitted measured by sending one Site to another Site of a sequence  of 10, 128 byte packets, transmitted every 5 minutes. The average packet loss of the 10 packets will be the packet loss value for those 5 minutes. At the end of each hour 12 values will exist, the average of these will then be the packet loss figure for that hour. Packet Loss will be measured in packets lost and expressed as hourly averages

Round Trip Delay (RTD)

means, in respect of each CoS, the average of the round trip time from one Site to another Site of a sequence of 10, 128 byte packets, transmitted every 5 minutes. The average round trip time of the 10 packets will be the RTD value for those 5 minutes. At the end of an hour 12 values will exist, the average of these will be the RTD figure for that hour. RTDs will be measured in milliseconds and expressed as hourly averages