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This document details customer service levels
for NERO connectivity.
NERO will provision or provide the following:
1. Core backbone facilities: The NERO core network consists of regional hubs and circuits to interconnect those hubs. The core network is a shared resource among the NERO customers.
2. Internet transit: NERO provides two transit connections to the global internet for the use of NERO customers. This is also a shared resource.
3. Peerage: Traffic between NERO customers is delivered directly, without consuming bandwidth on the transit circuits. In addition, NERO is a member of the Oregon IX, a group of providers in the region that exchange routes for peering purposes.
4. System Management: NERO provides
software upgrades, configuration changes and operations for the core network.
Routers and other critical devices include SNMP agents and are monitored
through our HP OpenView network management system. NERO will repair or
replace the network equipment should it become obsolete or fail.
4. Network availability. The NERO
backbone network is operational 7 days a week, 24 hours per
day. Exceptions to this might include scheduled maintenance or unforeseen
network incidents. In the event of an outage, we strive to get the network
operational in the shortest time possible.
5. Consulting. Our Network Engineers
will provide network design consulting. This resource can help the customer
leverage data communication technologies to meet its business requirements.
6. Bandwidth Many of NERO's routers and
network segments are shared by different agencies. Should the shared network
become congested, NERO will take corrective action to increase bandwidth. It's
our goal to sustain backbone and transit performance levels that avoid any
adverse impact to our customers.
Trouble Reporting: Single Point
of Contact
For reporting at any time (7X24) Contact
NERO NOC at (541) 346-6376
You may also contact us by e-mail at
noc@nero.net
Customer Responsibilities
1. Circuits and related services
The customer is responsible for telco circuits between the customer's site and the appropriate NERO hub location. As a result, the customer may incur one-time start-up costs including telco circuit installation charges and equipment installation charges necessary to connect the customer to the NERO hub site. There may also be monthly recurring charges including circuit charges, equipment, operations, and ongoing maintenance.
2. Colocation Facilities
The customer may wish to colocate equipment at a NERO hub site. The Customer will be responsible for making appropriate arrangements with the space provider and paying all costs associated with that space.
3. Network Operations
The customer is responsible for all aspects of network operations relating to the customer's routers, circuits, hubs, switches and other operating plant. This includes such things as equipment maintenance and configuration, hardware and software upgrades, problem resolution, etc.
4. End User Support
The customer is responsible for providing support to its users.