BT WHOLESALE ETHERNET PRODUCT HANDBOOK
Product Handbook
1.
ABOUT BT WHOLESALE ETHERNET
5
1.1
BTW Ethernet Service Overview
5
1.2
Key Features and availability
7
2
GENERAL CONNECTIVITY DESCRIPTION
7
2.1
VPN Scalability
8
2.2
Ethernet Bandwidth Support
8
2.3
Connection Mapping
8
2.4
Class of Service
9
2.5
Access
9
Service Interface/Connectivity Options
12
2.6.1 Mesh Connections
12
2.6.2 Point-to-Point Connections
13
2.6.3 Point-to-Multipoint Connections
13
2.6.4 Customer Network (Ethernet Virtual Connection) Topologies
14
3
COMMERCIAL
16
3.1
BTW Ethernet Pricing
16
3.2
BT Wholesale Etherway Pricing (Access)
16
3.3
BT Wholesale Etherway Bandwidth Upgrades
17
3.4
BT Wholesale Etherflow (Ethernet Virtual Connection)
17
3.5
BT Wholesale Etherflow Bandwidth Re-grades
17
3.6
Discount Schemes
17
4
PROVISION
17
4.1
PLACING AN ORDER
17
4.2
Service Order Types Supported
18
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For the forthcoming Diverse and Diverse Plus Etherway options an additional ETHRxxxxxx
identifier will be issued which ties the associated ETHAs together for the purpose of
delivery and in the event of a subsequent repair journey.
21
4.4
Confirmation of Excess Construction charges (ECCs)
21
4.5
Provision Lead Times
21
4.7
Provision Service Level Guarantee
23
4.8
BTW Ethernet Forecasting
23
4.8.1 Forecast Submission Form
23
4.8.2 Forecast Submission Content
23
4.9
Support
23
5
MAINTENANCE
24
5.1
Self Diagnostics
24
5.2
Raising a Fault
24
5.3
Repair Portal
24
5.4
Performance
24
5.4.1 End-to-End Service Availability
24
5.4.2 Network End to End Service Latency
24
5.4.3 Network End to End Service Jitter
24
5.5
Fault Handling Timescales
24
5.6
Planned Engineering Works (PEW)
25
5.7
Repair Service Level Guarantee
26
6
TRAINING
26
7
BILLING
26
8
QUALITY OF SERVICE (QOS) REPORTING
26
9
CONTACT INFORMATION
26
10
GLOSSARY OF TERMS
26
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11
FURTHER SUPPORT AND DOCUMENTATION
28
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Product Handbook
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 that use
existing data product services as transport. 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) will meet the requirements of customers looking to provide an
Ethernet option offering full UK coverage for short, medium and long distance data applications. Future
plans 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.
Ultimately a full geographical availability with a vision of ‘any time, any place, anywhere’. Since launch in
2008 the geographic coverage has grown from the 106 Metro (EEA) nodes being enabled, to 764 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 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
from 1Mbit/s to 10Mbit/s are available. Etherway Exchange Connect is available at 1Gbit/s
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
purposes 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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1.1.1 Resilience and Diversity
For Etherway Fibre there are currently 3 resilience and diversity options with a 4th option planned
for 2010. These are:-
Etherway Protected
Etherway Standard Resilience
Protected Resilience Option
Single path from customer site
to 21CN Node
2 Routes working as Main / Standby
pair with only 1 in use at a time
(single 21CN Node)
Etherway Diverse
Etherway Diverse Plus
Early 2010



2 Discrete Access circuits to separate Nodes
Diversity between the 2 accesses is provided
between customer and Nodes
Both accesses can be used at the same time



2 Discrete Access circuits to a single Node
Diversity between the 2 accesses is provided
between customer and Node
Both accesses can be used at the same time
The above can be used in many different combinations on an Ethernet Virtual Private Network,
with Ethernet Virtual Connections routing between them to provide a wide range of topologies on
a customer WAN.
Important Points to note:
Protected resilience is presented to the customer on a single NTE with a single interface. In the
event of a failure on one of the fibre paths the customer traffic will automatically switch over to
the other fibre path. The failover delay is less than 50mS.
Diverse Plus and Diverse are both presented at the customer site as 2 NTEs with an interface on
each. There is no automatic switching of traffic between the 2 routes. They are effectively 2
independent access circuits kept apart from each other. The customer CPE therefore needs to
be configured to switch the traffic in the event of failure of one of the access circuits.
With Diverse Plus & Diverse the 2 access links can be at different bandwidths.
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The fibre paths on Protected, Diverse Plus and Diverse are planned to that they are Diverse from
each other in the access network. This diversity is monitored throughout the life of the circuits to
ensure that it is not being compromised by Planned Engineering Works or Cable diversions etc.
In order to utilise the dual access paths of Diverse and/or Diverse Plus as resilient routes for a
distant hub or spoke you will need to order 2 Etherflows between the same 2 end points.
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
o
Customer automated portal
o
On line pricing

Support for the following order types at launch: provide and cease. Customers will have the ability
to cancel orders or amend certain attributes, e.g. contact name or bandwidth. Modify orders will be
accepted for Etherflow only. 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’; 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.
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 764 nodes deployed UK wide. Future service releases will extend out to
additional nodes providing 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 is
not required to apply SVLANs to traffic from that site.
The minimum frame size is 64 bytes; to a maximum frame size of up to 2000, depending on access option.
See Sin 476 for further details. Bytes. Anything outside of this range may be discarded leading to data
loss.
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 and 1000Mbit/s as default,
This facility is not available for Etherway Copper access.
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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.
2.3
Connection Mapping
The service will offer the customer the option to construct their service either as a:
Meshed service
This will mean that 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, as 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
This will mean that 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
This will mean that 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 not supported initially.
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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
expected performance targets will be specified.
2.5
Access
The customer will be offered an access based on three possible components:

1000Base-LX
Etherway

10BaseT
Fibre physical presentation

100BaseT

1000Base-SX

1000Base-LX

10BaseT
Etherway Exchange Connect
Fibre physical presentation
Etherway Copper
Copper physical presentation
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Etherway Fibre Access
The maximum radial distance for the Etherway fibre access is 25km, extending to 35Km for 1000Mb
access. For orders raised until November 2009 Fibre Etherway will have been provided using Openreach
WES input products and after that date will use the new Openrech EAD products. The differences are
limited, but include the following
EAD requires a dual power supply
Auto Negotiate settings differ from WES for 10 and 100Mbit options.
Chassis mounted EAD and WES cannot be mixed in the same Chassis.
EAD has increased frame size.
For cases where an EAD circuit is delivered using a 16 slot chassis, a management router
connection will be required at the customer premises. An additional AC mains supply socket will be
required for the management router.
Details can be found in SIN 476 BT Downstream 21CN Ethernet Services. This is available from the
following WEB site http://www.sinet.bt.com/
Etherway Copper
Etherway Copper is currently limited to the exchange area in which 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 in providing Etherway Copper. As a result it may only be
possible to provide limited bandwidth at some customer sites, and on occasion, it may not be possible to
provide Etherway Copper.
The number of MPF required for Etherway Copper will be determined from line characteristics obtained
from Openreach. In doing so, sufficient MPF will be ordered to meet the required bandwidth. In doing so, it
is recognized 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.
Interface details can be found in SIN 476 BT Downstream 21CN Ethernet Services.
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Etherway Exchange Connect
BT Exchange
CP area
Ethernet Node
Ethernet Switch
PP
Openreach
Cablelink
Etherway
PP
CP owned patch panel
PP
BT owned patch panel
1000BaseLX port
Openreach Cablelink
CP provided fibre
BTO provided optical connection
BTO pre-installed optical connection
1Gb Etherway Exchange Connect (IBH)
The above diagram shows how an In Building Handover (IBH) solution offers connectivity to
Customers who have a presence in the same exchange building as a Wholesale Ethernet Node.
The Etherway Exchange Connect component provides this lower cost, shorter lead-time
alternative to the previous WES and EAD based fibre options delivered to a customer site.
Currently it is only available as Gigabit Ethernet over Single Mode Fibre (1000LX) with no
resilience option.
There is no change to the Etherflow order process for using Etherway Exchange Connect as an
access, Port and VLAN based services both being supported.
There will be no downstream NTE deployed at the customer end of the service, The service is
terminated on an optical patch panel in the CP area.
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Lead Time - For Etherway Exchange Connect this is 30 working days which is shorter than the
standard delivery for fibre delivered access components. It should be noted that if an order is
placed for an Etherway Exchange Connect at the same time as a fibre Etherway component
(minimum 33day lead-time) that an end to end service will not be available until both components
are delivered. Charging will start from the completion date of each component.
Until the arrival of the co-ordinated delivery option for Wholesale Ethernet (currently in
development) it will be the customer’s responsibility to manage the delivery dates to avoid early
charging on any single component.
KCI information will be returned to customer as per the standard KCI’s.
Service Interface/Connectivity Options
There are several options available to the customer depending upon 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 EAD products. SIN 492 refers to EAD
whilst SIN476 supports Wholesale Ethernet. See http://www.sinet.bt.com
2.6.1
Mesh Connections
If there is a decision required on where to forward the traffic then the 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.
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.
2 Hub sites
Connected using 10, 100 or 1000M Access
CPE applies VLANs to determine destination
Multipoint
sites
Connected using 10, 100 or 1000Mbit/s fibre access (EAD) or
1-10Mbit/s Etherway Copper access. CPE must apply VLANs
to route traffic to Hub
Core
Option of fibre resilience with
100 & 1000m access
Ethernet Virtual connections across core
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2.6.2
Point-to-Point Connections
If the customer only requires a single point-to-point connection from one access to another then a port-toport connection can be used. This is only applicable for point-to-point connections where no forwarding
decisions are required.
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
2.6.3
Point-to-Multipoint Connections
If the customer is implementing a Hub / Spoke architecture then they can opt to use a mixture of VLAN and
port mappings. A VLAN configuration at the Hub end where forwarding decisions are required. A port-based
mapping at the spoke ends where traffic will only ever be forwarded to the Hub site. This reduces the
complexity of the CPE required at the spoke end.
Multiple Spoke sites
Hub Site
Connected using 10, 100 or 1000Mb
Fibre.2CPE
applies VLANs to
Hub sites
Connected
using 100 or 1000M WES
determine
destination
CPE applies VLANs to determine destination
Multiple Spoke sites
Connected
using
100 or10,100,or
1000M WES
Connected
using
No
VLANs
needed
to
to
route traffic
to Hub(s)
1000Mb fibre or 1-10Mb
Copper
Core
MPLS
Core
Ethernet Virtual connection across core
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2.6.4
Customer Network (Ethernet Virtual Connection) Topologies
The following diagram illustrates some of the possible Ethernet Virtual connection topologies which a
customer could request between 5 sites (a, b, c, d, and e). The diagram shows connectivity across the core
network between the customer ports on the Ethernet Switches. Customer access circuits are not shown.
b
a
c
a
c
1
a
3
2
d
e
Dual Point-to-Point
Single Point-to-Point
b
b
a
c
b
a
c
4
e
Multiple Point-to-points
a
c
5
d
d
e
Full Mesh
Point-to-Multipoint (hub & spoke)
6
d
e
Partial Mesh
It is not expected that customers will order a specific type of topology. Rather it is expected that they would
order their accesses and Ethernet Virtual connections independently. Accesses should be ordered with
consideration to required topology (i.e. the order should specify port or VLAN mapping). Ethernet Virtual
connections would then be ordered to provide the required topology. Customers will be able to order
subsequent accesses and Ethernet Virtual connections at any time.
Topology 1
Topology 2
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.
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 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’, ‘d’ need to be VLAN mapped. Sites ‘c’, ‘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.
2.6.5
VLAN configuration guidance
The VLAN ID’s valid for use over BTW Ethernet are in the range1 to 4095. The customer may allocate their
own VLANs or have BT apply them as part of the order journey.
The VLAN ID’s are locally significant; there is no relationship between the VLAN IDs used at either end of
an Etherflow 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 diagram below.
100
100
101
100
102
103
100
101
The same VLAN ID cannot be used on any one port (Etherway access circuit).
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The VLAN IDs shown red below are invalid as they are duplications on the same port.
100
100
100
100
102
103
100
100
Further detail on connectivity can be found via the FAQ link at the end of this document
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, in the first
case, to their nominated BT Commercial or Account Manager.
3.1
BTW Ethernet Pricing
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.
3.2
BT Wholesale Etherway Pricing (Access)
BT Wholesale Etherway pricing will be dependant upon the access type and speed required and whether
fibre or copper pair/s is provided.
For Etherway (fibre), pricing is dependent on access speed required and radial distance from the BT
Ethernet Node. 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
For Etherway Exchange Connect, the price is a fixed connection and annual rental charge
.
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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.
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 permitted.
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%
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 detail required for completing the portal journey or in the event of system failure can be used
to log the order with BT. For Etherway Exchange Connect and forthcoming Diverse Plus, the initial order
process will be via a CRF.
In order for BT to accept orders, the customer must provide BT with all relevant information; customer
details, fibre access and Ethernet Virtual connection bandwidth requirements including existing connection
IDs, to enable successful order placement and progression.
It is the customer’s responsibility to ensure accuracy of the CRF and keep End Users informed of progress.
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4.2
Service Order Types Supported
Initially the Service will support order types:

Provide*

Cease*

Modify (Etherflow only)
The option to Modify other product features will be introduced as part of the ongoing development of service
functionality.
*Once submitted these order types can be amended, i.e. changes to in-flight orders, or cancelled.
4.3 Order Progress
Once the eCo Plus customer portal is launched, order progress can be tracked via the customer portal.
When placing an order the customer can chose their preferred medium of communication from a pick list.
Information will be provided to the customer via the requested method at key milestone points known as
Keep Customer 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.
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.
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A table of the KCI points and descriptions can be found below.
KCI Code
KCI Title
Description
Time
line
C1
Order Acknowledge
Confirmation of order acceptance from BT Wholesale. Order is
progressing as normal. No customer action is required.
C5 {version 1}
Excess ChargesAcceptance
Required
Confirmation Excess Charges are applicable. Customer acceptance is
required before the order can be progressed. Customer rejection would
result in Order Cancellation.
C5 {version 2}
Excess Charges
Notification
Confirmation Excess Charges are applicable. Order is progressing as
normal. No customer action is required.
No Expected Excess
Charges Notification
Confirmation No Excess Charges have been identified at this time. Order
is progressing as normal. No customer action 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.
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.
Future development
will advise on
Timescale charges
and RCS
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.
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.
Cancelled
Confirmation of Cancellation of your Service by BTW. Cancellation Order
is now Closed. No customer action is required.
Amendment
Acknowledged
Confirmation of Amend order acceptance from BT Wholesale. Order is
progressing as normal. No customer action is required.
C5 {version 3}
This is not yet in
Live, however this
will be deployed
shortly
C8 {version 1}
C8 {version 2}
C11
C13 Amend
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Product Handbook
Customer Change to
Customer Promised
Date
Confirmation a customer order amendment has resulted in a change to
Customer Promised Date. Order is progressing as normal. No customer
action is required.
Customer Delay
Impacting Customer
Promised Date
Confirmation a customer delay (i.e. No Access) has resulted in a change
of Customer Promised Date. Order is progressing as normal. No customer
action is required.
C17
BT Change to
Customer Promised
Date
Confirmation despite BT's reasonable 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 Customer
Promised Date
Confirmation an issue not relating to BT or the Customer has impacted on
Customer Promised Date. Order is progressing as normal. No customer
action is required.
C16
C16 {version 1}
Haven’t got a Code
for this at present
Haven’t got a Code
for this at present
Ceased
Cease Order
Acknowledged
Confirmation of Cessation of your Assets by BTW. Cessation Order is now
Closed. No customer action is required.
Confirmation of Acceptance of you request for Cessation of your Asset by
BTW. BTW will now proceed with your Cessation request. C Cessation
order is now Open. No customer action is required.
For Etherway Copper delivery the following table represents the KCI timeline.
Day
Day 0
Up to day 4
Up to day 4
Up to day 4
Up to day 6
KCI number
C1
C5
C5
C6
C7
Content
Order acknowledged
Excess construction within limit
Excess construction exceeds limit
Design complete and CPD
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
Up to day 25 C8
Up to day 28 C9
Request customer confirmation of NTE delivery
Service ready for handover
Order close
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Product Handbook
The following diagram indicates the various prefixes associated with each orderable component.
ETHCxxxxxx
ETHAxxxxxx
ETHAyyyyyy
21CN
ETHNxxxxxx
ONEAxxxxxx
ONEAyyyyyy
ONEA - Openreach Access (BTWE if pre Nov 2009)
ETHA – Etherway
ETHC – Etherflow
ETHN - VPN identifier
For the forthcoming Diverse and Diverse Plus Etherway options an additional ETHRxxxxxx identifier
will be issued which ties the associated ETHAs together for the purpose of delivery and in the event
of a subsequent repair journey.
4.4
Confirmation of Excess Construction charges (ECCs)
By day 10 following acceptance of an 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.
4.5
Provision Lead Times
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
- Etherway Exchange Connect
30 days
Etherflow on existing Etherway
1 day
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Product Handbook
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 agreed independently with the customer.
Where planning activity confirms that standard lead times are feasible then the business rules should allow
them to be applied to the orders at this stage.
4.6 Cancellation Charges
Cancellation charges may apply if a customer places an order and then cancels it before it has
been delivered. The charges applied will depend on what stage in the order process the
cancellation is made and will be a percentage of the connection charge.
Etherway (fibre) - the cancellation charges applicable are;
Working days before
Contractual Delivery Date
% of Connection Charge
2 or less
90%
3 > 19
75%
20 > 22
60%
23 > 25
30%
26 or more
0%
Etherway Copper- the cancellation charges applicable are;
Working days before
Contractual Delivery Date
% of Connection Charge
6 or less
90%
7 > 10
75%
11 > 12
60%
13 > 15
30%
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16 or more
4.7
0%
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.
4.8
BTW Ethernet Forecasting
The purpose of forecasting is to enable BT to resource adequately to meet forthcoming order volumes for
new provisions and to onward provide BT’s suppliers with forecasts and advance orders. In turn, this gives
customers the confidence that BT has the ability to provide 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).
4.8.1
Forecast Submission Form
It is the responsibility of each BTW customer purchasing BTW Ethernet to provide BT with a forecast of
requirements over the next 12 months.
The forecast must be submitted on the attached Forecasting Submission Form. You can submit this via
your Account Team.
Forecasts should be refreshed quarterly.
4.8.2






4.9
Forecast Submission Content
BTW customers are requested to provide a 12 month forecast four times per year.
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.
Support
Any unresolved technical queries and other reports of provisioning difficulties should be directed in the first
instance to the 21CN Data Services Team.
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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 this will return a message to say if 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. 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 notification.

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
5.4
5.4.1
Performance
End-to-End Service Availability
The end to end service availability are:
Access Type
10M Standard
(inc Etherway
Copper)
99.93
5.4.2
100M Standard
1000M Standard
100M ETHERWAY
PROTECTED
99.93
99.97
99.93
1000M ETHERWAY
PROTECTED
99.97
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.
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Performance Target
Operational Hours
Target Restore Time
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 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.
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 then they must promptly contact BT to
discuss and agree an alternative date and time
If interruption of service cannot be agreed then 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).
It should be assumed that the work was completed as planned unless BT advises otherwise; appropriate
checks should be made by the customer before attempting to resume service.
5.6.4
Preferred Hours for Planned Works
Times when change-overs, M.I. (Major Incident) Restorations and out of service interruptions may be
scheduled by BT, will be discussed between the BT Service Manager (SM) and the customer contact point
and documented in the CSP if required.
BT’s preferred hours for planned works is after 00:00 hrs and before 06:00 hrs.
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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.
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
Enquiries about BTW Ethernet should be addressed in the first case 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
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
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Product Handbook
Abbreviation or term
Explanation
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
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11
Further support and documentation
Various support documents, training guides and CBTs (Computer Based Training ) packages can
be found via the following links:http://www.btwholesale.com/pages/static/Products/Integrated_Data_and_Connectivity/BT_Wholesale_Ether
net.html
http://www.oneacademy.co.uk/btwholesale/WholesaleAcademy/Login.aspx
END OF DOCUMENT
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