The Object of the project is to provide and manage the ‘Resilient and Secure’ Hosted Service Infrastructure taking into careful consideration the requirements of ICANN.org registry bid.

2.3 Scope

This document is initial Contract between POPTEL and Business Serve and covers how Business Serve proposes to supply Hosting and managed services to satisfy ICANN.Org registry bid. The Contract will include the following:

Secure Dedicated Co-Location Facility.
Scaleable and Resilient Bandwidth
Managed Services for equipment in Co-location Facility.

2.4 Communications with Business Serve

For any enquiries relating to this Contract, please contact the following:

Catherine Briggs – Senior Projects Administrator

Catherinebriggs@businessserve.co.uk

Lorraine Whinn – Sales Director

Lorrainewhinn@businessserve.co.uk

The following contact details may be used:

Business Serve plc

Riversway House

Morecambe Road

Lancaster

LA1 2SS

Tel: 0870 55 55 65

Fax: 0870 52 54 82

3 Business Requirements

3.1 Requirements

Further to discussions with Tim Longton POPTEL have requested Business Serve provide an official Contract to supply services for the ICANN.Org registry bid.

3.2 Secure Dedicated Co-Location Facility.

A secure hosting facility that offers:

24/7 Security cover with CCTV monitoring
UPS Back Up
Extended Power Failure facility
Fire Protection
Controlled Environment (Climate Control)

3.3 Scaleable and Resilient Bandwidth

Bandwidth to the co-location facility based upon a per meg charging with bursting capability up to 34Meg.

3.4 Managed Services for equipment in Co-location Facility.

Managed Services for the equipment in the co-location facility, services to include:

24/7 Engineer Cover
Back up Tape rotation
24/7 Monitoring
Equipment Rebooting

4 Proposed Solution

4.1 Secure Dedicated Co-Location Facility.

Business Serve proposes a Dedicated Network suite located in Business Serve’s Salford Quays premises in Manchester.

This data centre is a top level ISP ‘carrier class’ facility and designed to meet the growing demands and needs of business users.

The data centre, connected to Business Serve’s UK networks offers:

Diverse IP transits to different UK cities (London & Manchester) running BGP.
Fully load balanced network
1Gb internal backbone architecture.
Fully redundant data paths with automatic fail over.
High availability components with in built redundancy.

The proposed Suite offered has the following facilities

10 racks capacity (racks supplied by Business Serve)
Air Conditioning and fail over air conditioning unit
Separate phase power supplies
UPS with 1 hour contingency cover
FM 200 gas fire suppression
Back up generator with 24 hour contingency cover
24 hour security guard on-site
Secure access systems
CCTV cover of data centre
Web cam cover of data suite

4.2 Scaleable and Resilient Bandwidth

The data centre will be connected to Business Serve’s network and will have fully scaleable bandwidth (IP Transit) to allow POPTEL to access the Internet, starting from 34Mb. However this will be charged on a per Mb basis.

4.3 Managed Services for equipment in Co-location Facility.

4.3.1 Service Outline

The Managed Service will comprise of various components, these are as follows:

· Proactive Managed Services

· Reactive Managed Services

· Engineering

The Proactive Managed Service will include all services provided to the customer irrespective of any fault, problem, failure etc. and due to the nature of the service will have a fixed charge which will be defined within the Managed Service Charges Schedule.

The Reactive Managed Service will include services that are provided in the event of a fault, problem, failure etc. The charges for this will include both a fixed and variable component, details of which will be defined within the Managed Service Charges Schedule.

Engineering will include all services that are not included with either the Proactive and Reactive managed Services. The service will incur variable charge details of, which will be defined within the Managed Service Charges Schedule.

4.3.2 Proactive Managed Service

The proactive services defined below covers the services provided to the customer irrespective of any fault, problem, failure.

4.3.2.1 24 x 7 Monitoring of Bandwidth Utilisation.

Business Serve will monitor bandwidth utilisation. This service is carried out remotely and carries out analysis of the traffic patterns both inwards and outwards.

The data collected is logged and is continuously reported in graphical format and is available to the customer on line.

In addition to this being available on line a report will be sent to the customer monthly.

4.3.2.2 24 x 7 Engineer Call Out

An engineer will be available and on call 24 x 7

4.3.2.3 Tape Backup Rotation

An engineer will be available to facilitate tape backup rotation as required by the customer.

4.3.3 Reactive Managed Service

This part of the Managed Service includes services that are provided in the event of a fault, problem, failure or customer request for changes to the services. The charges for this will include both a fixed and variable components.

4.3.3.1 Fault Reporting & Notification

Each fault or issue will be logged within Business Serve’s Customer Management System and issued with a unique ID reference and advised to the customer at the time of the call or via mail

In the event of an issue arising as a result of the Proactive Managed Service, the issue will be logged and the customer will be notified of the problem within 30 minutes of the alert being raised if the alert occurs within normal working hours. If the alert occurs out of working hours the customer will be notified of the problem within 2 hour of the alert being raised.

Business Serve will endeavour to carry out initial diagnostics prior to the initial response to try and ascertain the cause of the fault.

In the event of an alert detailed in above the method of notification to the customer will be initially by telephone followed by confirmatory email, as detailed below:

Peter Moore Technical Manager (POPTEL Ltd)

Tel: 0161 906 3873

Email: peter.moore@poptel.coop

All issues, problems raised by the customer must be reported to the call centre as soon as possible via any one of the following methods:

Telephone – support is available between the hours of:

08.00 – 18.30hrs week days

09.00 – 17.50hrs weekends and bank holidays

Note: No cover is available Christmas day, Boxing Day and New Years Day

Telephone support number: 08707 55 51 51

Email – issues via mail may be sent to special support email address:

e.g. poptelsupport@businessserve.co.uk

Fax support number: 08707 55 51 55

Fault / Item Resolution

Where engineering services are required i.e. re-booting servers etc either by the request of the customer or through the proactive managed service, an engineer will be available 24 x7. However charges will be made depending upon whether the fault is within working hours or not.

5 Commercial Contract

5.1 Contract

Item	Description	Cost / Item	Total/Month
1	Co-location Facility in Business Serve’s Salford Quays premises in Manchester. Suite 2 – 10 Rack Capacity suite with Services detailed in above Contract.		Included £10,000
2	Bandwidth Charge (IP Transit) Charge for 34Mb burstable to 100Mb (Based upon 1Mb / Charges)	£500	£17,000
3	Managed Service Charge Proactive Charges as described in above Contract Reactive Charges Within working Hours Out of Hours		Included Included £1,000/Day £500/1/2 Day

5.2 Acceptance of Contract

Item	Description	Cost / Item	Total/Month
1	Co-location Facility in Business Serve’s Salford Quays premises in Manchester. Suite 2 – 10 Rack Capacity suite with Services detailed in above Contract.		Included £10,000
2	Bandwidth Charge (IP Transit) Charge for 34Mb burstable to 100Mb (Based upon 1Mb / Charges)	£500	£17,000
3	Managed Service Charge Proactive Charges as described in above Contract Reactive Charges Within working Hours Out of Hours		Included Included £1,000/Day £500/1/2 Day

Poptel Limited accept the above contract and wish Business Serve to proceed with the order. Subject to Poptel Limited being awarded ICANN.ORG Registry Bid

Signed for Poptel Limited: _______________________________________________

Print Name: _______________________________________________

Position: _______________________________________________

Date: ________________________________________________

Appendices

Appendix E 1

Date: 10th June 2002 Project: ICANN.ORG Registry Bid Presented To: Peter Moore, Technical Manager, POPTEL LTD Quote Ref: 3298 Prepared By: Catherine Briggs

1 Contents

2 About this document

2.1 Readership

2.2 Purpose