BTWEthernetTechnicalProductHandbookV3 1

Product Handbook Issue 3 April 2009
BT WHOLESALE ETHERNET
PRODUCT HANDBOOK
A world class enabler of converged network solutions
1. ABOUT BT WHOLESALE ETHERNET
1.1 BTW Ethernet Service Overview
1.2 Key Features and availability
2 GENERAL CONNECTIVITY DESCRIPTION
2.1 VPN Scalability
2.2 Ethernet Bandwidth Support
2.3 Connection Mapping
2.4 Class of Service
2.5 Access Service Interface/Connectivity Options
2.6.1 Mesh Connections
2.6.2 Point-to-Point Connections
2.6.3 Point-to-Multipoint Connections
2.6.4 Customer Network (Ethernet Virtual Connection) Topologies
3 COMMERCIAL
3.1 BTW Ethernet Pricing
3.2 BT Wholesale Etherway Pricing (Access)
3.3 BT Wholesale Etherway Bandwidth Upgrades
3.4 BT Wholesale Etherflow (Ethernet Virtual Connection)
3.5 BT Wholesale Etherflow Bandwidth Re-grades
3.6 Discount Schemes
4 PROVISION
4.1 PLACING AN ORDER
4.2 Service Order Types Supported
4.4 Confirmation of Excess Construction charges (ECCs)
4.5 Provision Lead Times
4.6 Provision Service Level Guarantee
4.7 BTW Ethernet Forecasting
4.7.1 Forecast Submission Form
4.7.2 Forecast Submission Content
4.8 Support

2
5 MAINTENANCE
5.1 Self Diagnostics
5.2 Raising a Fault
5.3 Repair Portal
5.4 Performance
5.4.1 End-to-End Service Availability
5.4.2 Network End to End Service Latency
5.4.3 Network End to End Service Jitter
5.5 Fault Handling Timescales
5.6 Planned Engineering Works (PEW)
5.7 Repair Service Level Guarantee
6 TRAINING
7 BILLING
8 QUALITY OF SERVICE (QOS) REPORTING
9 CONTACT INFORMATION
10 GLOSSARY OF TERMS

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1. ABOUT BT WHOLESALE ETHERNET

Ethernet is now the established and ubiquitous data interface and transport protocol used in the local and private network. With
the increasing use of Ethernet as the origin and termination of data traffic across Local and Wide Area Networks (LAN and WAN),
the cost of ownership is rising for customers using existing data product services. This is due to the high cost of interfacing LAN/
WAN router and switch equipment using G703 or X21 data interfaces compared to that of a direct Ethernet connection, known
as the adaptation cost.
BT Wholesale Ethernet (BTW Ethernet) meets the requirements of customers looking to provide an Ethernet option with full
UK coverage for short, medium and long distance data applications. Future plans also involve connectivity to BT’s Global
Ethernet platform.
1.1 BTW Ethernet Service Overview

BTW Ethernet is an access and backhaul service allowing connection into the customer’s core network Points of Presence.
Since its launch in 2008, the geographic coverage has grown from the 106 Metro (EEA) nodes being enabled, to 604 total nodes
via deployment of Ethernet Edge Switches (EES). Additional nodes will be deployed through subsequent rollouts (as detailed in
the 21CN Data Sets available from www.btwholesale.com. Click on Applications then Networks and enter the NIPP area). The
ultimate aim is to have full geographical availability with the vision of ‘any time, any place, anywhere’.
The service provides transparent, symmetrical, un-contended or contended (at 5:1) bandwidth between two Ethernet ports in a
point-to-point, point-to-multipoint or meshed configuration. It is a flexible bandwidth, connection-oriented Ethernet data
service enabling customers to link two or more of their sites together across the UK for data applications at defined ‘Etherflow’
bandwidths from 1Mbit/s through to 1Gbit/s and ‘Etherway’ fibre access speeds of 10Mbit/s, 100Mbit/s and 1000Mbit/s.
‘Etherway Copper’ access speeds range from 1Mbit/s to 10Mbit/s.
A resilient access option, Etherway Protected 1, between the BT serving node and the customer NTE (single interface
presentation) can also be provided for both 100Mb and 1000Mb access speeds at an additional cost.
Further enhancements will include 10Gb Etherway access speeds and Etherway Protected 2 based upon Openreach RO2
offering.
BTW Ethernet will be engineered for an end-to-end target availability of 99.93% a maximum one way latency of <10ms, a
maximum jitter of <3ms, and will come with a maintenance package within tariff and be subject to BT standard terms and
conditions for BTW Ethernet.
The core network will be engineered to meet the availability and Quality of Service (QoS) targets defined using automatic re-
routing on failure as required. The target end-to-end availability for BTW Ethernet using Etherway Protected access is 99.97%.
Each BTW Ethernet service will consist of two local access ends and a core link between BT nodes where required. A Service
Reference will be used to identify each component including the customer’s end-to-end Ethernet Virtual connection.
The number of remote sites connected to a single aggregate presented site will be limited for practical reasons to 120
connections for 10BaseT and FE (100Mb) access and 400 sites for Gigabit Ethernet fibre access and interface
presentation. Up to 10,000 components can be allocated to any single network structure. A component is considered to
be an Etherway or Etherflow.

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1.2 Key Features and availability
‣ Competitive lead times

‣ Competitive ‘wholesale’ pricing
‣ Secure transmission of data across BT’s core and access networks.
‣ Enhanced Customer Experience
‣ Customer automated portal

‣ On line pricing
‣ Support for the following order types at launch: provide and cease.
‣ Etherflow customers will have the ability to cancel orders or amend certain attributes, e.g. contact name or bandwidth.
Improved functionality is planned for future releases.
‣ Support for port-to-port, port-to-VLAN and VLAN to VLAN connections
BTW Ethernet is available across the UK and Northern Ireland with the exception of Kingston upon Hull, Isle of Man, Isles of
Scilly and the Channel Isles.
BTW Ethernet will be offered as ‘subject to survey’ and excess construction charges will apply where appropriate.
Stand-by power (battery back-up) is not available for BTW Ethernet; the customer can use their own UPS if desired.

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2. GENERAL CONNECTIVITY DESCRIPTION

The service is based on Ethernet Virtual connections between customer sites and delivered over BT’s 21C Network through the
current 604 nodes deployed throughout the UK. Future service releases will extend out to additional nodes and so provide
greater coverage.
The switching of customer traffic into these Ethernet Virtual connections will be based upon SVLANs applied by the customer.
A full or partial mesh of Ethernet Virtual connections will be possible as outlined in section 2.6.4.
Where a customer access only requires a single Ethernet Virtual connection (i.e. connectivity to a single destination), it is
possible to map the entire port into a Ethernet Virtual connection so that the customer does not have to apply SVLANs to traffic
from that site.
The minimum frame size is 64 bytes and the maximum is 1548 Bytes, anything outside of this range will be discarded leading to
data loss. Ability to accept frame sizes above 1548 Bytes will be available in a future release.
There is a published list of Layer 2 protocols which are tunnelled end to end, as detailed in SIN476 which can be located at
www.sinet.bt.com
The service will present full duplex mode only.
Link Loss Forwarding (line monitoring) is available for 10Mbit/s, 100Mbit/s Access, as default, and 1000Mbit/s Access currently
using C1/C2 auto negotiate to signal this. This facility is not available for Etherway Copper access.
2.1 VPN Scalability

The service scalability will be limited to an Ethernet VPN with up to 400 sites.
Depending on the physical interface presented to the customer, the following restrictions will be enforced for the number of
connections supported by the physical interface within the overall 400 site limit:
‣ 120 connections – this is offered the 10BaseT interface option.
‣ 120 connections – this is offered the 100BaseT interface option.
‣ 400 connections - this is offered on the 1000Base-SX and 1000Base-LX interface options.
2.2 Ethernet Bandwidth Support

The service will be restricted to the rate that the customer has purchased, i.e. the Ethernet Service Bandwidth (Etherflow) of 1,
2, 3, 4, 5, 6, 7, 8, 9,10, 15, 20, 25, 30, 35, 40, 45, 50, 60, 70, 80, 90, 100, 150, 200, 250, 300, 350, 400, 450, 500,
1000Mbit/s.
It is possible to provide any combination of bandwidth sizes up to a maximum of 400 Ethernet Virtual connections on a single
access link.

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2.3 Connection Mapping

The service will offer the customer the option to construct their service as a:
Meshed service The service will use VLAN mapping on the Ethernet Switch.
This will require the customer to control switching through

the application of VLAN tags.
Note that although this will allow an Any-to-Any type

service, it will be connection oriented within the Core, this is
because Ethernet Virtual connections will need to be
configured between all the end points.
A future release of this service will enable true Any-to-Any

connectivity using connectionless mechanisms.
It should be noted that port-based and VLAN-based

mappings cannot co-exist on the same port.
Point-to-Point service The service will use port mapping on the Ethernet switch.
The customer in this case will not need to apply VLAN tags.
Point-to-Multipoint service The service will use a combination of Port and VLAN
mapping on the Ethernet Switch.
This will require the customer to control switching through

the application of VLAN tags.
The spoke site will use port mapping or VLAN mapping
The hub site will use only VLAN mapping
It should also be noted that switching based on MAC learning is initially not supported.

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2.4 Class of Service
Premium This is an un-contended end to end service, which may be

suitable for time critical applications.
Bandwidth offered will be in terms of Etherflow bandwidth

(where Committed Data Rate (CDR)=Peak Data Rate (PDR))
Customer traffic above the Etherflow bandwidth will be

policed out and discarded.
Standard This is contended 5:1
Bandwidth offered will be in terms of ESB (where ESB=Peak

Data Rate)
CDR = 0.2 x ESB
CDR is the guaranteed rate offered to the customer
Standard traffic above CDR will be carried at risk of discard

under congestion. Only traffic above the Etherflow rate will
be automatically filtered out and discarded.
There is a restriction on the amount of Standard traffic

which can be added. Only 80% of the spare access
bandwidth (after Premium accounted for) can be given to
Standard Etherflow.
It should be noted that the CoS will be configurable on a per

connection basis, and is not specific to the physical access,
i.e. one connection on an access could have a Premium CoS,
and another Standard.
SLA/SLGs will not be offered on specific Round Trip Delay

(RTD) and latency figures, i.e. will not form part of the BT
standard terms and conditions for BTW Ethernet. Only the
expected performance targets will be specified.

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2.5 Access
The customer will be offered an access based on two components:
Fibre physical presentation ‣ 10BaseT

‣ 100BaseT
‣ 1000Base-SX
‣ 1000Base-LX
Copper physical presentation ‣ 10BaseT
The maximum radial distance for the Etherway fibre access is 25km, extending to 35Km for 1000Mb access.
A resilient access option, Etherway Protected, between the BT serving node and the customer NTE (single interface
presentation) can also be provided for both 100Mb and 1000Mb fibre access speeds at an additional cost.
Etherway Copper is currently limited to the exchange area where the serving Wholesale Ethernet node is situated. Where
Etherway Copper is requested within these areas, BTW will determine the number of Openreach MPF required to meet the
required bandwidth at the customer site. The number of MPF required will vary depending on the distance from the customer
site to the serving node and the bandwidth required. A maximum of 8 MPF can be used to provide Etherway Copper, as a result
it may only be possible to provide limited bandwidth at some customer sites and occasionally it may not be possible to provide it
all together.
The number of MPF required for Etherway Copper will be determined from line characteristics obtained from Openreach
sufficient MPF will then be ordered to meet the required bandwidth. It is recognised that line characteristics vary in practice
and so the number of MPF is designed to ensure that the required bandwidth is met. The bandwidth will also be checked prior
to handover.
Service Interface/Connectivity Options

There are several options available to the customer depending on the overall network topology required. Essentially the
customer has a choice of either a port-based interface or a VLAN interface; the physical connections are via ADVA NTE as
provided by Openreach standard WES products.

9
There are several options available to the customer depending on the overall network topology required.
Essentially the customer has a choice of either a port-based interface or a VLAN interface; the physical
connections are via ADVA NTE as provided by Openreach standard WES products.
If there is a decision required on where to forward the traffic then the customer needs to provide VLANs to
If this
there is a decision
interface required where
to determine on wherethetoframes
forward thetotraffic
are then the to.
be forwarded customer needs to provide VLANs to this interface to
determine where the frames are to be forwarded to.
There will be no MAC learning initially within the network to provide frame forwarding decisions.
There
If thewill be no MAC
customer learninga initially
requires withinorthe
dual spoke network
any to provide
meshing (as perframe forwardingbelow),
the example decisions.
then the customer must
use the VLAN mapping solution.
If the customer requires a dual spoke or any meshing (as per the example below), then the customer must use the VLAN
mapping solution.
There is no constraint on the number of hubs in a network..
There is no constraint on the number of hubs in a network..
Two Classes of Service (CoS) are offered:
Multipoint
- sites
Connected using 10, 100 or 1000Mbit/s fibre access (WES) or
1-10Mbit/s Etherway Copper access. CPE must apply VLANs
2 Hub sites
to route traffic to Hub
Connected using 10, 100 or 1000M Access
CPE applies VLANs to determine destination Core
Product Handbook
Option of fibre resilience with
100 & 1000m access
Ethernet Virtual connections across core
2.6.2 Point-to-Point Connections

If the2.6.2
customer only requires a single point-to-point
Point-to-Point Connections connection from one access to another then a port-to-port connection can
be used. This is only applicable for point-to-point connections where no forwarding decisions are required.
If the customer only requires a single point-to-point connection from one access to another th
© British Telecommunications plc 2008
port connection can be used. This is only applicable for point-to-point connections where n
decisions
Issue: 3 are required. April 2009 Page 8 of 23
Customer Sites
Connected using 10, 100 or 1000Mbit/s fibre access or 1-10Mbit/s Etherway Copper
CPE not required to apply VLANs to determine destination
Core
Ethernet Virtual connection across core

If the customer is implementing a Hub / Spoke architecture then they can opt to use a mixture
A world class
port enabler of A
mappings. converged network solutions
VLAN configuration at the Hub end where forwarding decisions are made i
10

If 2.6.3 Point-to-Multipoint
the customer is implementingConnections
a Hub / Spoke architecture then they can opt to use a mixture of VLAN
port mappings. A VLAN configuration at the Hub
If the customer is implementing a Hub / Spoke architecture thenend
they where
can opt to forwarding
use a mixturedecisions
of VLAN andare
portmade is required
mappings. A
port-based mapping
VLAN configuration at the at
Hubthe
end spoke ends where
where forwarding decisionstraffic willis required.
are made only ever be forwarded
A port-based mapping attothethe Hub
spoke endssite. T
reduces thewill
where traffic complexity
only ever be of the CPE
forwarded required
to the Hub sites.at the
This spoke
reduces the end.
complexity of the CPE required at the spoke end.
Multiple Spoke sites

Connected using 100 or 1000M WES
No VLANs needed to to route traffic to Hub(s)
2Hub
Hubsite
sites
Connected using 100 or 1000M WES
CPE applies VLANs to determine destination Core
MPLS Core
Note: Spokes may also be connected using 10Mbit/s fibre access or 1-10Mbit/s Etherway Copper acces
Note: Spokes may also be connected using 10Mbit/s fibre access or 1-10Mbit/s Etherway Copper access.
Issue: 3 April 2009 Page 9 of 23

11
2.6.4
2.6.4Customer Network
Customer (Ethernet
Network Virtual
(Ethernet Connection)
Virtual Topologies
Connection) Topologies
The following
The diagram
following illustrates
diagram some of the
illustrates possible
some of theEthernet VirtualEthernet
possible connectionVirtual
topologies which a customer
connection couldwhich
topologies requesta
customer
between could
5 sites (a, b,request
c, d, andbetween 5 sitesshows
e). The diagram (a, b,connectivity
c, d, and across
e). Thethediagram shows
core network connectivity
between across
the customer theoncore
ports the
network between the customer ports on the
Ethernet Switches. Customer access circuits are not shown. Ethernet Switches. Customer access circuits are not shown.
a c a c a
1 2 3
e d
Single Point-to-Point Dual Point-to- Multiple Point-to-points

Point
b b b
a c a c a c
4 5 6
e d e d e d
Point-to-Multipoint (hub & spoke) Full Mesh Partial Mesh
Customers are not expected to order a specific type of topology, instead it is likely that they will order their
accesses and Ethernet Virtual connections independently. Accesses should be ordered with consideration
Customers are not expected to order a specific type of topology, instead it is likely that they will order their
to required topology (i.e. the order should specify port or VLAN mapping) and then Ethernet Virtual
connections
accesses will Virtual
and Ethernet then be orderedindependently.
connections to provide the required
Accesses shouldtopology.
be orderedCustomers can order
with consideration subsequent
to required topology
accesses and Ethernet Virtual connections at any time.
(i.e. the order should specify port or VLAN mapping) and then Ethernet Virtual connections will then be ordered to provide the
required topology. Customers can order subsequent accesses and Ethernet Virtual connections at any time.
Topology 1 Each access could be either port mapped or VLAN mapped.

! If the customer knows that no further sites or Ethernet Virtual connections will
be required, then it would be simplest for both sites to be port mapped.
! If the customer is planning on evolving towards a topology such as that in 4,
then site A should be VLAN mapped from day 1.
! If the customer is planning on evolving towards a topology such as that in 2 or
5, then both sites should be VLAN mapped from day 1.
Topology 2 Both sites need to be VLAN mapped, however there will not be a diverse route
between the two Ethernet Virtual end points.

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Topology 1 Each access could be either port mapped or VLAN

mapped.
‣ If the customer knows that no further sites or Ethernet
Virtual connections will be required, then it would be
simplest for both sites to be port mapped.
‣ If the customer is planning on evolving towards a
topology such as that in 4, then site A should be VLAN
mapped from day 1.
‣ If the customer is planning on evolving towards a
topology such as that in 2 or 5, then both sites should be
VLAN mapped from day 1.
Topology 2 Both sites need to be VLAN mapped, however there will not
be a diverse route between the two Ethernet Virtual end
points.
Topology 3 All sites could be port mapped, but where evolution to other
topologies is planned, consideration should be given
towards starting some sites as VLAN mapped.
Topology 4 Site ‘a’ needs to be VLAN mapped. Other sites could be port
mapped, but where evolution to other topologies is planned,
consideration should be given towards starting some sites as
VLAN mapped. A maximum of 400 sites could be included
in this topology.
Topology 5 All sites need to be VLAN mapped. A maximum of 400 sites

could be included in this topology. Note that the diagram
describes the service topology which will be fully meshed.
However the metro sites supporting the services will not be
fully meshed but will have full connectivity between them
through fully interconnected core nodes.
Topology 6 Sites ‘a’, ‘b’,and ‘d’ need to be VLAN mapped. Sites ‘c’ and
‘e’ could be port mapped, but where evolution to other
topologies is planned, consideration should be given
towards starting some sites as VLAN mapped. A maximum
of 400 sites could be included in this topology.

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Topology 6 Sites ‘a’, ‘b’,and ‘d’ need to be VLAN mapped. Sites ‘c’ and ‘e’ could be port m
but where evolution to other topologies is planned, consideration should be
towards starting some sites as VLAN mapped. A maximum of 400 sites co
Product Handbook Issue 3 included in this topology.
April 2009
2.6.5 VLAN configuration guidance
The VLAN IDs valid for use over BTW Ethernet are in the range1 to 4095. The customer may allocate their own VLANs or have BT
2.6.5 VLAN configuration guidance
apply them as part of the order journey.
The VLAN ID is valid for use over BTW Ethernet are in the range1 to 4095. The customer may alloc
The VLAN IDs are locally significant;
ownthere
VLANsis no relationship
or have BT applybetween the of
them as part VLAN IDs used
the order at either end of an Etherflow
journey.
connection. Therefore in a Hub and Spoke topology all spokes can use the same VLAN ID so long as different ones are used at
the hub end, as shown in the diagramThe VLAN IDs are locally significant; there is no relationship between the VLAN IDs used at either e
below.
Etherflow connection. Therefore in a Hub and Spoke topology all spokes can use the same VLAN ID
long as different ones are used at the hub end, as shown in the diagram below.
100
100
101 100
102
103 100
Product Handbook
101
The same VLAN ID cannot be used on any one port (Etherway access circuit). The VLAN IDs, shown in red below, are invalid as
they are duplications on the same port.
The same VLAN ID cannot be used on 100

any one port (Etherway access circuit).
The VLAN IDs, shown in red below, are invalid as they are duplications on the same port.
100
Issue: 3 April 2009 Page 11
100 100
102
103 100
100
3 COMMERCIAL
BTW Ethernet is available to BT Wholesale customers only.
BTW customers must have signed the terms and conditions for BTW Ethernet.
BTW customers should address any queries regarding the BTW Ethernet terms and
nominated BT Commercial or Account Manager in the first instance.

The pricing model for BTW Ethernet consists of three components, with each Ethernet
(Etherflow) comprising of two local ends (Etherway), and a main link between BT Nodes.
The customer will specify the access speed and interface type required at each site and th
connection bandwidth required between the two sites.

BT Wholesale Etherway pricing will be dependant upon the access speed required an
A world class enabler of converged copper
network solutions
pair/s is provided.
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3. COMMERCIAL
BTW Ethernet is available to BT Wholesale customers only.
BTW customers must have signed the terms and conditions for BTW Ethernet.
BTW customers should address any queries regarding the BTW Ethernet terms and conditions to their nominated BT Commercial
or Account Manager in the first instance.

The pricing model for BTW Ethernet consists of three components, with each Ethernet Virtual connection (Etherflow) comprising
of two local ends (Etherway), and a main link between BT Nodes.
The customer will specify the access speed and interface type required at each site and the Ethernet Virtual connection
bandwidth required between the two sites.

BT Wholesale Etherway pricing will be dependant upon the access speed required and whether fibre or copper pair/s is provided.
For fibre, pricing is dependent on access speed required and radial distance from the BT Network entry point. The radial distance
from the customer site to the node is calculated on a per km (rounded up) rental charge.
For “Etherway Copper”, the price will depend on the number of MPF required to provide the required bandwidth. Etherway
Copper is only available in exchange areas containing a serving node and so no additional radial distance charge is applicable.
Each local end will incur Connection and Annual Rental charges.
The radial distance from the customer site to the node is calculated on a per km (rounded up) rental charge for fibre based
delivery, and upon volume of copper pairs consumed for Etherway Copper.
Excess Construction Charges may also apply.
3.3 BT Wholesale Etherway Bandwidth Upgrades

Currently upgrades are not available. In the interim a cease and re-provide option is available but will be subject to minimum
term conditions for the original Etherway.
3.4 BT Wholesale Etherflow (Ethernet Virtual Connection)

Each BT Wholesale Etherflow will incur Annual Rental charges. No connections charges apply.

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3.5 BT Wholesale Etherflow Bandwidth Re-grades

Re-grading of BT Wholesale Etherflow bandwidth will be allowed at any time and is subject to a one-off charge of £50.
Once an Etherflow bandwidth upgrade has been completed there will be a minimum 1-month period during which no further
downgrade to that same Etherflow will be allowed.
Each BTW Etherway order is subject to a 12 month minimum period from when the service is delivered.
Upgrades from Standard to Premium contention service will be available in a future release.
3.6 Discount Schemes

The only discount scheme available on Wholesale Ethernet is the Hub and Spoke discount scheme as outlined below.
Hub Spokes Discount
100Mbit/s 5 -9 50%
100Mbit/s 10 or more 100%
1000Mbit/s 10 -19 50%
1000Mbit/s 20 or more 100%

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4 PROVISION
4.1 Placing an Order

The preferred mode of submitting orders will be through BT’s eCo Plus customer portal. A CRF is available to capture the details
required for completing the portal journey or, in the event of system failure, can be used to log the order with BT.
In order for BT to accept and progress orders, the customer must provide all relevant information; customer details, fibre access
Product Handbook
and Ethernet Virtual connection bandwidth requirements including existing connection IDs.
It is the customer’s responsibility to ensure accuracy of the CRF and keep End Users informed of progress.

Initially the Service will support order types:
Initially the Service will support order types:
‣ Provide*
! Provide*
‣ Cease*
! Cease*
‣ Modify (Etherflow only)
! to
The option Modify (Etherflow
modify only) features will be introduced as part of the ongoing development of service functionality.
other product
The option to modify other product features will be introduced as part of the ongoing development of service
*Once submitted these order types can be amended, i.e. changes to in-flight orders, or cancelled.
functionality.
*Once submitted these order types can be amended, i.e. changes to in-flight orders, or cancelled.
4.3 Order Progress
Once the4.3
eCoOrder
Plus customer
Progress portal is launched, order progress can be tracked via the customer portal. When placing an order the
customerOnce
can chose
the eCotheir preferred
Plus medium
customer of launched,
portal is communication from a pick
order progress canlist.
beInformation
tracked via will
the be provided
customer to the customer via
portal.
When method
the requested placing an order
at key the customer
milestone pointscan chose
known astheir
Keeppreferred
Customermedium
Informed of communication
(KCI) points andfrom
alsoaatpick list.times during the
other
Information will be provided to the customer via the requested method at key milestone points known as
order journey, as and when
Keep Customer relevant.
Informed (KCI) points and also at other times during the order journey, as and when
relevant.
At launch the KCI points will be managed through the account teams via email as agreed with each customer.
At launch the KCI points will be managed through the account teams via email as agreed with each
customer.
KCI Timeline for Wholesale Ethernet (fibre)
1 3 10 16 30 35 40 45 50 55 60
Order Journey Timeline
KCI Updates each 5 days
Day 57
Auto KCIs are shown in blue
These KCIs can happen at any time - C11, C13, C16, C17, C18
The ‘C’ codes are internal BT refences and will not appear on the customer KCIs.
The ‘C’ codes are internal BT refences and will not appear on the customer KCIs.

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KCI Code KCI Title Description Timeline
C1 Order Acknowledge Confirmation of order acceptance from BT

Wholesale. Order is progressing as normal.
No customer action is required.
C5 {version 1} Excess Charges- Confirmation Excess Charges are applicable.

Acceptance Required Customer acceptance is required before the
order can be progressed. Customer
rejection would result in Order Cancellation.
C5 {version 2} Excess Charges Confirmation Excess Charges are applicable.

Notification Order is progressing as normal. No
customer action is required.
C5 {version 3} No Expected Excess Confirmation No Excess Charges have been

This is not yet in Live, Charges Notification identified at this time. Order is
however this will be progressing as normal. No customer action
deployed shortly is required.
C6 Customer Promised Date Confirmation of Customer Promised Date

& Contractual Delivery Date. Order is
progressing as normal. No customer
action is required.
C4 Early Promised Date Notification an earlier Delivery available.

Customer is required to Accept/Reject early
delivery. If customer accepts early delivery
then service will be on date provided in this
KCI. If customer rejects Early Delivery the
circuit will be delivered according to
standard lead times.
C8 {version 1} Service Handover Confirmation your service has been
successfully commissioned and is ready for
handover. Customer Acceptance/Rejection
is required before the order can be
progressed. Customer Acceptance will
result in order progression to Order closure.
If customer Reject Handover a Trouble
Report will be created for further
investigation.
C8 {version 2} Service Handover Confirmation your service has been
Future development will successfully commissioned and is ready for
advise on Timescale handover. Customer Acceptance/Rejection
charges and RCS is required before the order can be
progressed. Customer Acceptance will
result in order progression to Order closure.
If customer Reject Handover a Trouble
Report will be created for further
investigation.
C9 Order Closed Confirmation of order Completion by BTW.

Provide Order is now Closed. No customer
action is required.
C13 Cancel Cancellation Accepted Confirmation of Acceptance of you request

for cancellation of your Service by BTW.
BTW will now proceed with your
Cancellation. Cancellation order is now
Open. No customer action is required.
C11 Cancelled Confirmation of Cancellation of your

Service by BTW. Cancellation Order is now
Closed. No customer action is required.
C13 Amend Amendment Confirmation of Amend order acceptance

Acknowledged from BT Wholesale. Order is progressing as
normal. No customer action is required.
A table of the KCI points and descriptions can be found below.

18
KCI Code KCI Title Description Timeline
C16 Customer Change to Confirmation a customer order amendment

Customer Promised Date has resulted in a change to Customer
Promised Date. Order is progressing as
C16 {version 1} Customer Delay Confirmation a customer delay (i.e. No

Impacting Customer Access) has resulted in a change of
Promised Date Customer Promised Date. Order is
progressing as normal. No customer action
is required.
C17 BT Change to Customer Confirmation despite BT's reasonable

Promised Date endeavours a BT issue has impacted on
Customer Promised Date. Order is
progressing as normal. No customer action
is required.
C18 Third Party Impact on Confirmation an issue not relating to BT or

Customer Promised Date the Customer has impacted on Customer
Promised Date. Order is progressing as
No code at present Ceased Confirmation of Cessation of your Assets

by BTW. Cessation Order is now Closed. No
No code at present Cease Order Confirmation of Acceptance of you request

Acknowledged for Cessation of your Asset by BTW. BTW
will now proceed with your Cessation
request. C Cessation order is now Open. No
For Etherway Copper delivery the following table represents the KCI timeline.
Day KCI number Content

Day 0 C1 Order acknowledged
Up to day 4 C5 Excess construction within limit
Up to day 4 C5 Excess construction exceeds limit
Up to day 4 C6 Design complete and CPD
Up to day 6 C7 NTE and MPF appointment dates Confirmation of
Appointment Dates for Metallic Path Facility (MPF)
(Openreach Engineer) and Network Terminating
Equipment (NTE) (Bt Operate Engineer). This also
provides a Delivery date for the Network Terminating
Equipment (NTE) to be installed by BT Operate
Engineer. Order is progressing as normal. No customer
action is required unless customer is unavailable on
either
Up to day 21 C10 Request customer confirmation of NTE delivery
Up to day 25 C8 Service ready for handover
Up to day 28 C9 Order close

19
The following diagram indicates the various prefixes associated with each orderable component.
The following diagram indicates the various prefixes associated with each orderable component.
ETHCxxxxxx
ETHAxxxxxx ETHAyyyyyy
21CN
ETHNxxxxxx
BTWExxxxxx BTWEyyyyyy
BTWE - Openreach Acces

BTWE - Openreach Access
ETHA – Etherway
ETHA – Etherway
ETHC – Etherflow
ETHC – Etherflow
ETHN - VPN identifier
ETHN - VPN identifier
4.4 Confirmation of Excess Construction charges (ECCs)
By day 10, following acceptance of the order, BT aims to provide an estimate of Excess Construction Charges payable (if any). By
day 16, BT aims to confirm the amount of Excess Construction Charges payable (if any) as well as the Contractual Delivery Date
4.4 Confirmation
(CDD)/Customer of Excess
Promise Date (CPD) forConstruction
a Service. charges (ECCs)
By day 10, following acceptance of the order, BT aims to provide an estimate of Excess Construction
Charges payable (if any). By day 16, BT aims to confirm the amount of Excess Construction Charges
payable (if any) as well as the Contractual Delivery Date (CDD)/Customer Promise Date (CPD) for a
Service.

The following lead times apply for BTW Ethernet
Lead Time
(working days)
New site - Fibre Standard or Protected Etherway 60 days

- Etherway Copper 25 days
Etherflow on existing Etherway 1 day
NOTE: All BTW Ethernet services are offered subject to survey.

20

The following lead times apply for BTW Ethernet
Lead Time
(working days)
New site - Fibre Standard or Protected Etherway 60 days

- Etherway Copper 25 days
Etherflow on existing Etherway 1 day
NOTE: All BTW Ethernet services are offered subject to survey.
Standard lead-times will not apply by default to large orders (those containing >10 Etherway access circuits). Such orders will be
project managed and delivery dates will be agreed independently with the customer. Where planning activity confirms that
standard lead times are feasible, the business rules should allow them to be applied to the orders at this stage.
4.6 Provision Service Level Guarantee

Full details of the Provision Service Level Guarantee can be found in Schedule 3 of the Contract, which remains the authoritative
document in all service level matters.
4.7 BTW Ethernet Forecasting

The purpose of forecasting is to enable BT to resource adequately to meet forthcoming order volumes for new provisions and to
provide BT’s suppliers with forecasts and advance orders. In turn, this gives customers the confidence that BT will be able to
provide them with the service in a timely manner.
The new proposal addresses the objectives of forecasting on two fronts; it provides BTW customers the opportunity to declare
anticipated order volumes and it provides BT with information so that it can aim to deliver Ethernet Virtual connections to
Contractual Delivery Date (CDD).
4.7.1 Forecast Submission Form

It is the responsibility of each BTW customer purchasing BTW Ethernet to provide BT with a twelve month forecast
of requirements.
The forecast must be submitted on the Forecasting Submission Form, which is available online. You can submit this
via your Account Team.
Forecasts should be refreshed quarterly.

21
4.7.2 Forecast Submission Content
‣ BTW customers are requested to provide a 12 month forecast which is to be updated on a quarterly basis.
‣ The first 3 months forecast is fixed at the time of submission and must be as accurate as possible.
‣ The remaining 9 months forecast is to be indicative. Volumes can be amended without cost on the next forecast submission.
‣ The forecast submission dates are fixed and are irrespective of when the BTW customer sign the BTW Ethernet standard
terms and conditions contract.
‣ New customers will be required to submit a forecast on the next due forecast date shown above.
‣ Openreach may use BTW customer forecasts to assess the forecast accuracy against actual sales over the period.
4.8 Support
Any unresolved technical queries and other reports of provisioning difficulties should be directed to the 21CN Data Services
Team in the first instance.
5. MAINTENANCE
A maintenance package will apply to BTW Ethernet services within tariff and provides the description and terms and
conditions of the repair service offering fault repair work carried out during 24 hours per day, 7 days per week including
public/bank holidays.
5.1 Self Diagnostics

A self diagnostic capability shall be available via BT’s eCo Plus customer portal. This will enable the customer to log onto eCo Plus
enter the Service Reference of the Ethernet Virtual connection (the ETHC) and will send return a message to confirm that BT is
aware of a network fault. It will also initiate a check for any alarms occurring at the time.
5.2 Raising a Fault

The preferred mode of reporting faults by the customer will be through BT’s eCo Plus customer portal. In order for BT to accept
faults, the customer must provide BT with fault information and it is the customer’s responsibility to keep end-users informed.
The 21CN Data Services Team will receive faults proven to BT network from the customer
‣ The 21CN Data Services Team will be responsible for logging the fault details and handling of faults on the BT network and
will be responsible for fault clearance notifications.
‣ A Manual Back-up is also available via the 21CN Data Services Team on 0800 0323 888, however, this method should only
be used when the portal is not available.
5.3 Repair Portal

Once launched, BTW’s eCo Plus customer portal is the preferred method for customers to report faults, raise issues and view/
track any reports on the system.
For Access to the portal go to www.btwholesale.com

22
5.4 Performance
5.4.1 End-to-End Service Availability

The end to end service availability are:
Access Type
10M Standard (inc 100M Standard 1000M Standard 100M ETHERWAY 1000M ETHERWAY
Etherway Copper) PROTECTED PROTECTED
99.93 99.93 99.93 99.97 99.97
5.4.2 Network End to End Service Latency

Target performance for the Premium service is a maximum one way latency of <10ms
Standard traffic will be dropped first and therefore has no latency target.
5.4.3 Network End to End Service Jitter

Target performance for the Premium service is a maximum jitter of <3ms
5.5 Fault Handling Timescales

On the receipt of a fault BT issues a unique reference number to acknowledge the fault.
Operational Hours Target Restore Time
Performance Target 24/7 Fibre 5 Hours

Etherway Copper 24 hours
5.6 Planned Engineering Works (PEW)
5.6.1 Introduction
Planned Engineering Works is a known programme of network engineering work within BT’s control.
BT will inform the customer of any foreseen work it finds necessary to carry out within its own network which may affect the
BTW Ethernet service or standards of performance as perceived by the customer. The request for deferment of a planned outage
by the customer will be subject to negotiation and agreement with each case considered on its own merits.
5.6.2 Notification
BT’s notification contact points are identified in the Customer Service Plan (CSP). The method to be used and target timescales
will be discussed, and documented if required, between the BT Customer Relationship Manager (CRM) and the customer.

23
5.6.3 Timescales
Timescales for notifying the customer of work on transmission line plant, which will have a direct bearing on the perceived
performance of BTW Ethernet, is a minimum of 3 working days.
Such work may take one of the following forms: -
a) Change over from MAIN to STANDBY working by the use of high speed switching equipment.
b) Momentary Interruptions (MI), which may be of maximum duration of 1 minute during ‘preferred’ hours
c) Out of service interruptions. Where it is necessary to carry out work and where a ‘make good’ route does not exist a
‘Scheduled Outage’ will be necessary.
If the customer is unable to agree to the interruption to service, they must promptly contact BT to discuss and agree an
alternative date and time.
If interruption of service cannot be agreed, BT will contact the relevant escalation contact point. The escalation contact points
for both BT and the customer will be identical to those identified for resolving BTW Ethernet escalations (see CSP).
Unless advised otherwise BT, the customer should assume that the work has been completed as planned; appropriate checks
should be made by the customer before attempting to resume service.
5.6.4 Preferred Hours for Planned Works

The times when change-overs, M.I. (Major Incident) Restorations and out of service interruptions may be scheduled will
be discussed between the BT Service Manager (SM) and the customer contact point. The may also be documented in the
CSP, if required.
BT’s preferred hours for planned works is after 00:00 hrs and before 06:00 hrs.
5.7 Repair Service Level Guarantee

Full details of the Repair Service Level Guarantee can be found in Schedule 3 of the Contract, which remains the authoritative
document in all service level matters.

24
6 TRAINING
A training guide will be provided when the customer signs up for the service
7 BILLING
Monthly and quarterly billing is available; the customer will choose the preferred option when setting up their billing account.
For Quarterly billing BT’s billing cycle is April/July/October/January. Connection is charged in arrears and rental in advance.
Billing will be via the Geneva billing system used for BT Wholesale Products.
8 QUALITY OF SERVICE (QoS) REPORTING

There are no customer reports available in release 1; this functionality is intended for future releases.
9 CONTACT INFORMATION
Enquires about BTW Ethernet should firstly be addressed to your BT Account Team or the client reception team on
0800 671 045.
Information about BTW Ethernet and BT Wholesale products and services is available from the BT Wholesale website available at
the following URL: www.btwholesale.com

25
10 GLOSSARY OF TERMS
Abbreviation or term Explanation
21CN 21st Century Network
BTW BT Wholesale
CDD Contractual Delivery Date
CDR Committed Data Rate
CoS Class of Service
CP Communications Provider
CPD Customer Promised Date
CPE Customer Premises Equipment
CRF Customer Requirement Form
CSP Customer Service Plan
ESB Ethernet Service Bandwidth
FE Fast Ethernet
KCI Keeping Customers Informed – Customer reporting process for provision and repair progression.
LAN Local Area Networks
MAC Medium Access Control
MI Momentary Interruptions
MPLS Multi-Protocol Label Switching
NTE Network Termination Equipment
eCo Plus BT’s Portal –provides order placement, tracking, fault reporting & tracking direct with the customer
PDR Peak Data Rate
PEW Planned Engineering Works
QoS Quality of Service
RTD Round Trip Delay
SLA Service Level Agreement
SLG Service Level Guarantee
SM BT Service Manager
SVLAN Service Virtual Local Area Network
VLAN Virtual Local Area Network
VPN Virtual Private Network
WAN Wide Area Networks

26

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Product Handbook Issue 3 April 2009

1. ABOUT BT WHOLESALE ETHERNET

1.1 BTW Ethernet Service Overview

1.2 Key Features and availability

2 GENERAL CONNECTIVITY DESCRIPTION

2.1 VPN Scalability

2.2 Ethernet Bandwidth Support

2.3 Connection Mapping

2.4 Class of Service

2.5 Access Service Interface/Connectivity Options

2.6.1 Mesh Connections

2.6.2 Point-to-Point Connections

2.6.3 Point-to-Multipoint Connections

2.6.4 Customer Network (Ethernet Virtual Connection) Topologies

3.1 BTW Ethernet Pricing

3.2 BT Wholesale Etherway Pricing (Access)

3.3 BT Wholesale Etherway Bandwidth Upgrades

3.4 BT Wholesale Etherflow (Ethernet Virtual Connection)

3.5 BT Wholesale Etherflow Bandwidth Re-grades

3.6 Discount Schemes

4.1 PLACING AN ORDER

4.2 Service Order Types Supported

4.4 Confirmation of Excess Construction charges (ECCs)

4.5 Provision Lead Times

4.6 Provision Service Level Guarantee

4.7 BTW Ethernet Forecasting

4.7.1 Forecast Submission Form

4.7.2 Forecast Submission Content

A world class enabler of converged network solutions

5.1 Self Diagnostics

5.2 Raising a Fault

5.3 Repair Portal

5.4.1 End-to-End Service Availability

5.4.2 Network End to End Service Latency

5.4.3 Network End to End Service Jitter

5.5 Fault Handling Timescales

5.6 Planned Engineering Works (PEW)

5.7 Repair Service Level Guarantee

8 QUALITY OF SERVICE (QOS) REPORTING

A world class enabler of converged network solutions

1. ABOUT BT WHOLESALE ETHERNET

1.1 BTW Ethernet Service Overview

A world class enabler of converged network solutions

1.2 Key Features and availability

‣ Competitive lead times

‣ Customer automated portal

A world class enabler of converged network solutions

2. GENERAL CONNECTIVITY DESCRIPTION

The service will present full duplex mode only.

2.1 VPN Scalability

2.2 Ethernet Bandwidth Support

A world class enabler of converged network solutions

2.3 Connection Mapping

This will require the customer to control switching through

Note that although this will allow an Any-to-Any type

A future release of this service will enable true Any-to-Any

It should be noted that port-based and VLAN-based

This will require the customer to control switching through

The spoke site will use port mapping or VLAN mapping