1. Response to Proposal for: CDN Integration Requirements
Submitted to: LinkedIn Date: May 4, 2012
2. 2012 Level 3 Communications, Inc. All rights reserved. This
document is an unpublished proprietarywork of Level 3
Communications, Inc. and its subsidiaries.This document contains
certain confidential and proprietary information of Level 3
Communications, Inc,its subsidiaries, and certain third parties and
may not be copied or disclosed, in whole or in part, withoutthe
prior written consent of Level 3 Communications, Inc. Any permitted
copies made of this documentshall contain the copyright notice,
proprietary markings and confidential legends of Level
3Communications, Inc.The service marks used in this proposal are
registered service marks or service marks of Level 3Communications,
Inc., its subsidiaries, or third parties in the United States
and/or other countries.Level 3 Communications, LLC (Level 3) has
made every effort to provide accurate and relevantinformation in
this proposal. Occasionally, however, it is necessary for Level 3
to make assumptions inorder to formulate a timely proposal. Level 3
therefore reserves the right to correct any errors included inthis
proposal. Notwithstanding anything in this proposal to the
contrary, the terms hereof are non-bindingand Level 3 shall be
legally bound only upon execution of a mutually agreed definitive
agreement. 2012 Level 3 Communications, Inc. All rights reserved.
Proprietary and Confidential -i-
3. Table of Contents1. COMMERCIAL RELATIONSHIP
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12. GENERAL TECHNICAL REQUIREMENTS
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6 2012 Level 3 Communications, Inc. All rights reserved.
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4. May 4, 2012Ian Van HovenDirector, Technical
OperationsLinkedInEmail: [email protected]: 650-605-0559RE:
Proposal for CDN RequiremntsDear Mr. Van HovenLevel 3
Communications is pleased to present this response to your Request
for Proposal.We have delivered one soft copy of our response to
your attention via email.Should you have any questions or require
additional information, please do not hesitate to contact me
at(414) 294-6923.Sincerely,Christopher KennonChristopher
KennonAccount DirectorLevel 3 Communications, LLCcc: Seth Pederson,
Vice President, Sales, Level 3 Communications Pam Hayes, Proposal
Manager, Level 3 Communications 2012 Level 3 Communications, Inc.
All rights reserved. Proprietary and Confidential - iii -
5. 1. Commercial RelationshipLegalCo-executed mutual NDA
required up frontCo-executed MSA defines the macro relationship
including, but not limited to, the following: T&Cs,SLAs, AUP,
Change of Control provision, etc.Additional legal relationship
changes added via co-executed MSA addendumIndividual service orders
provide framework for discrete services of defined termLevel 3
Response:Level 3 has read and complies.ContractualTerm: 12-36
monthsCommit...Basis: global revenue commit for length of term:
with quarterly minimums, and monthly billing forservices provided
in arrearsScope: encompasses all spend (e.g., DNS, storage,
delivery, data, other services, etc.), regardless
oflocationPricing...Delivery...Basis: monthly $/Mbps @ 95th %ile
(per 5-minute epoch)Price Ramp: quarterly reductions for length of
termScope: bill for edge-to-user delivery onlyNo billing for "peer
traffic" (i.e., edge-edge, edge-parent, edge/parent-origin,
etc.)Storage...Basis: monthly $/GB based on max sustained disk
utilizationPrice Ramp: annual reductions for length of
termRenewal...No auto-renewal provision; auto-extensions instead
(see below)Service Orders include...Mutually-defined renewal period
(typically the final 3-6 months of contracted term)Option for
monthly extension(s) at final pricing with decreasing commits for
3-6 months followingrenewal period if no agreement
reachedSLA...Commit forgiveness for SLA violation: as defined in
MSALevel 3 Response:Please refer to the Level 3 pricing provided
below: 2012 Level 3 Communications, Inc. All rights reserved.
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7. *Assumes Distribution Profileas follows: NA/EU 74% LATAM 9%
APAC 6% ROW 11% Total 100% Team and Communication Dedicated account
exec, SE & technical operations manager (or equivalent) Level 3
Response: Level 3 will assign a dedicated team for each step in the
process of turning up your network transport services. Each team
member is responsible for managing a number of accounts. We will
assign additional resources or focus team members as necessary
based upon your specific requirements. The following persons are
all part of customers sales and customer service team: Dedicated
Customer Account Team: Account Director (AD) Christopher Kennon
Christopher, your Account Director for is responsible for the
overall relationship. He is ultimately responsible for your
satisfaction from sales though implementation, and during
continuing service throughout the relationship. He has the support
of his sales VP to marshal all necessary resources to ensure the
success of the Level 3-customer relationship. 2012 Level 3
Communications, Inc. All rights reserved. Proprietary and
Confidential -3-
8. Christopher will provide information about Level 3 services
and will gather and confirm specificationsand requirements elements
necessary to submit an accurate order. Executing all quotes and
ordersfor new and/or additional services, he serves as a general
liaison between LinkedIn and Level 3, andmakes sure all necessary
resources are applied to the general implementation of
services.Sales Engineer (SE) John CrockerJohn, the dedicated Sales
Engineer, is responsible for collaboration with you on solution
design toensure technical requirements are met. He will work with
you to identify technical options and definetechnical requirements
for service implementation. Understanding your existing network,
key locationsand technical needs, John will provide all technical
information about Level 3 services and networksolutions to support
your requirements. He manages the engineering portion of the
service quote, theinventory and capacity process for new orders,
and interfaces with Level 3 Customer Project Managersto ensure
timely service delivery. He also provides product/technology
consultation and communicatesthe technical details necessary to
implement the services properly.Customer Care Manager (CCM) Mike
GoodwinThe CCM is your single point of contact responsible for the
day-to-day implementation issues. TheCCM plans, directs and
coordinates activities to support project goals and objectives.
Verifying andmanaging the order processing for new and existing
order, the CCM reviews all documents to ensurethe necessary
entrance criteria has been received and ensures all documents are
properly filed. TheCCM oversees the assignment of capacity, testing
and activation of Level 3 services and tracks theorder status for
timely delivery. If any issues arise during service installation,
the CCM coordinatesresolution and keeps customers informed of the
status of all stages of the ordering/provisioningprocess.The key
responsibilities of the CCM include: Gather and confirm
specifications and requirements Project manage pending orders
through installation process to help ensure timely delivery Develop
implementation plan Identify, communicate and manage risks
Communicate critical dates Manage internal departments to help meet
Customer Commit Date (CCD) Coordinate pre-sale and post-sale site
visits Provide a clear escalation path Resolve Jeopardy Management
issuesCustomer Service Management (CSM) Technician Catherine
RafiiActing as the single point-of-contact for technical issues is
the Customer Service Management (CSM)Technician. Level 3 trains CSM
Technicians to address both technical and business issues - they
arehighly skilled technical professionals. They understand the
importance of maintaining networkavailability and resolving
problems quickly, and have the skills to assist customers with all
aspects oftheir Level 3 service. The CSM Technician is supported by
a team that is available on a 24 hour basis,partnering with the
core Network Operation Centers, Field Operations and third party
suppliers toensure full resolution of problems.The CSM Technician
trouble shoots and resolves service issues for all products,
providing customerswith status updates proactively and in response
to customer calls. Managing communication and statusupdates for
major outages and network events, the CSM Technician follows
established escalationprocesses for issue resolution.CDN Solutions
Architect Aaron DiazSolution Architects create CDN solutions
meeting requirements of companys top customers. SolutionArchitects
act as consultative, trusted advisors, balancing goals of quality,
feasibility and cost- 2012 Level 3 Communications, Inc. All rights
reserved. Proprietary and Confidential -4-
9. effectiveness for customers. They will assimilate customer
requirements, create solutions, assemblecosts, and participate in
business case analysis.To achieve these goals, Solutions Architects
will review customer business requirements; clarifyambiguous
requirements with sales and clients, ensuring the solution resolves
underlying client issuesand business goals.Solutions Architect
analyzes the customers business needs and develops solutions based
onknowledge of customer and Level 3 CDN services and platform
capabilities. They will complete highlydifficult, custom designs,
employing creativity in solutions to bring together multiple
products intocustomer solutions. Recurring status call to discuss
issues, performance, ongoing projects, relationship; bi-weekly to
start Quarterly F2F meetings to discuss relationship, strategic
initiatives, traffic forecast, etc. Monthly "CDN Report Card" will
provide in-depth performance and availability trends, including
data for all LinkedIn CDN partnersLevel 3 Response:Level 3 has read
and complies. Your Level 3 account team will hold regular meetings
(depending uponyour requirements and schedule) during the term of
this agreement to review network performance,performance
improvement alternatives and alternative network solutions,
billing, and providerecommendations to reduce costs. Discussions
will include all usage, bandwidth, quality and billingreports, both
current and historical. 2012 Level 3 Communications, Inc. All
rights reserved. Proprietary and Confidential -5-
10. 2. General Technical RequirementsTechnical IntegrationAs
part of any RFP process, prospective providers are expected to
discuss and explain in detail howtheir production CDN platform and
operational processes support and provide the
followingservices/features/functionality.A portion of any initial
technical/commercial RFP review will be dedicated to covering these
topics.Production User-Facing ServicesObject TypesLinkedIn
leverages CDNs to support two primary use-cases...Static:
small-catalog, highly-cacheable, small-file static content (e.g.,
JS, CSS, etc.)Media: UGC, large-catalog, long-tail, small-file
media (e.g., profile pix, ad creatives, story imagery, etc.)Level 3
Response:Read and complies.PlatformEdge Delivery...Software:
provider-created and/or 3rd-partyHardware: systems, network,
storageLevel 3 Response:This is proprietary information.PoP Map:
locations, system count, network providers (IP transit and
peering), network capacity bothfor DNS & HTTP PoPsNote that
LinkedIn geo coverage needs vary per RFP; please refer to the RFP
for detailsLevel 3 Response:We have provided our coverage map
below. 2012 Level 3 Communications, Inc. All rights reserved.
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11. We have also provided the above map as an attachment below:
(Double click on the paper clip to open the
attachment)2012_global_cdn_ma p.pptLogging: edge collection
methodology/timing, push v pull, per-hit v aggregate, polling
interval, storage,rotation, etc.Level 3 Response:Level 3s log
collection is pull technology. For Raw Log (ALR-Automatic Log
Retrieval) gathering,logs are delivered to a log collection master
on a best-effort basis. The master pulls these files onceper minute
and deposits these files onto a server which LinkedIn can download.
When these logsbecome available to the ALR client (either Windows
or Linux), the clients are typically recommended topull these once
per hour. Once downloaded and validated by the client ALR software,
these logs arepurged from the master. The information is stored on
our logging clusters for a maximum period of 5days, at which time
they are purged. This information is collected on a per request
basis. 2012 Level 3 Communications, Inc. All rights reserved.
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12. Security: URL-signing/validation, DDoS prevention,
administrative access control, IDS, etc.Backend...Level 3
Response:Level 3 CDN edge nodes use Level 3s IP network for
transport, and as such are protected by Level 3sextensive IP
security systems, redundant 24 x 7 x 365 Network Operations
Centers, and proactiveDDOS mitigation processes and procedures.
Performance monitoring of all Nameserver clusters feedsback into an
alarming system that would quickly detect and alarm on the
significant traffic increases thatcome with any DDOS attempt, and
Level 3s IP Security team would immediately become involved
inmitigating an attack should that be the underlying reason for the
traffic increase.Portal: architecture (hardware and software),
uptime, maintenance schedule/methodology, security/authmodel,
mobile access, ticket-submission/tracking, change/revision-control
(audit trail)Level 3 Response:Level 3 has read and
complies.Logging: collection, storage, redundancy, delivery (logs
as service), aggregation, historical access, etc.Level 3
Response:Level 3s log collection is pull technology. For Raw Log
(ALR-Automatic Log Retrieval) gathering,logs are delivered to a log
collection master on a best-effort basis. The master pulls these
files onceper minute and deposits these files onto a server which
LinkedIn can download. When these logsbecome available to the ALR
client (either Windows or Linux), the clients are typically
recommended topull these once per hour. Once downloaded and
validated by the client ALR software, these logs arepurged from the
master. The information is stored on our logging clusters for a
maximum period of 5days, at which time they are purged. This
information is collected on a per request basis.Database...HA &
scaling strategy (i.e., redundancy, replication, failover,
sharding, pruning/collapsing/aggregation,etc.)Use of NoSQL
technologyUse of memcachedLevel 3 Response:Level 3 has read and
complies.Request RoutingAbility to parse/leverage decorated
hostnames (e.g., encoded client IP, ISO country code, etc.)
foroptimized rendezvousPlease refer to "CDN URL Formats" (provided
separately)Level 3 Response:Level 3 has read and complies. 2012
Level 3 Communications, Inc. All rights reserved. Proprietary and
Confidential -8-
13. DDoS prevention/mitigation service included as baseline
DNS/HTTP delivery functionality/feature, notas
value-add/upliftLevel 3 Response:Level 3 does not support at this
time.APIs: see belowLevel 3 Response:Level 3 has read and
complies.Object DeliveryTransport: support both HTTP and HTTPSSSL
via CDN-owned/managed wildcard certificate (e.g.,
*.s.cdnX.licdn.com)Compression: ability/flexibility to store media
compressed or uncompressed, and deliver mediacompressed (client
permitting) oruncompressedCache Control: ability to dynamically
inherit cache-control settings from the LinkedIn originOrigin:
ability to support a 2-tier origin model, with CDN storage as Tier
1 origin, LinkedIn storage asTier 2 originSupport for "pull"
preferred, but "push" acceptableSecurity: ability to support
signed/expiring URLsAPIs: see belowLevel 3 Response:Level 3 has
read and complies.Origin StorageRedundancy: geo-dispersed storage
footprint with minimum N+2 redundancyVirtualized: not discreteAPIs:
see belowLevel 3 Response:Level 3 has read and complies. Please
refer to the global coverage map we have provided above.Supporting
ServicesAPIsPolling...Request: REST over HTTPSResponse:
JSONSecurity...Dedicated API userCredentials and/or 1-time expiring
session token required at instantiationMetrics...Request Routing
(DNS)...Volume: max DNS QPS (queries/sec) aggregate, per-domain and
per-countryObject Delivery (HTTP)...Throughput (Mbps): max per
5-minute epoch aggregate, per-domain and per-countryVolume (QPS)...
2012 Level 3 Communications, Inc. All rights reserved. Proprietary
and Confidential -9-
14. Max: aggregate, per-domain and per-countryBy Response Code:
20x, 30x, 40x, 50x aggregate, per-domain and
per-countryPurge...Types: soft (invalidate/IMS) and hard
(nuke)Level 3 Response:Provided below are the requirements
supported by Level 3 in regards to API.API general info Requests
are REST over HTTPs Response is currently XML; we have discussed
also offering JSON but dont have a planned date yet Security is
provided via a key and shared secret that is used to sign the HTTPS
requestsAPI : Polling Not sure what this means. Real-time traffic
values? If so, we supportAPI : Metrics Request Routing DNS: we dont
explicitly provide a count of DNS QPS, but we do provide as part of
CDN usage a count of PEAK requests/sec to a specific domain for a
requested time window Req/sec is not currently available by
requestor (end user) country Object Delivery HTTP Throughput Mbps
available per domain, per region (NA, EU, South America, etc) and
per CDN location but NOT per end user country at 5 min samples for
up to 2 days time Volume (QPS): see 4a above. It is available in a
real time measurement, by CDN location By response code: aggregate
per domain and by CDN location in real-timePurge Support
invalidations through API and portal Purge supported through CDN
SupportStorage Upload...Upload Target: dynamic storage target ID;
inputs = file count, total footprint, target geoDisk: capacity
& utilizationTicketing: submit, update, viewLevel 3
Response:Level 3 does not support APIs to the Origin Storage
platform at this time.Configuration Management and
PropagationRevision Control: visibility into, rollback
procedure/timing, audit trail, etc.Propagation: propagation time
SLA; request/approval process; staging;
sanity/smoke-testmethodologies, etc.Level 3 Response:Level 3 does
not currently support this, but have plans to support in 4Q 2012.
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15. Staging EnvironmentNon-production environment where changes
(new software, revised configs, etc.) can be safely testedby
provider and/or LinkedInPhysically and logically separate/distinct
from productionLevel 3 Response:Level 3 has read and does not
comply. We can accommodate testing and beta scenarios. We will
behappy to discuss this further with LinkedIn.Operating
ProcessesSoftware Development and ReleaseProcess for customer
feature request intake, ranking, prioritization, etc.Release
cadence/velocity: minor, majorDevelopment methodology: SDLC, unit
test coverage/philosophy, automated regression
methodology,etc.Release methodology: phased v monolithic, customer
notification (active v passive), etc.Level 3 Response:Scheduled
MaintenanceRoutine maintenance and repair functions consist of:
Remote monitoring of facilities and infrastructure 24 hours a day,
7 days a week x 365 days a year. For fiber, this entails monitoring
of the fiber sheath for continuity and proper grounding. Facility
monitoring will include various environmental alarms. Patrol of the
network route on a regularly scheduled basis. Regularly scheduled
patrols will occur at least once a month. Cable Protection Bureau.
The objective of this internal organization is to protect Level 3s
buried facilities, particularly during construction activities on
or around our network. The bureau conducts cable and conduit locate
activities using advanced knowledge of the location of Level 3
fiber and applying mapping technologies to dig requests to
determine if the location of that fiber is required. The bureau
also investigates trouble tickets, and assists in investigating
property damages. It collects Near Miss Reports from Operations,
sends warnings to contractors and enters the reports into the NTDPC
Near Miss Database. The bureau is staffed 24 hours, 7 days a week
and is accessible through a toll-free number. Notification signage.
Level 3 maintains sign posts along the system right-of-way that
provide the number of the local Call-Before-You-Dig organization
and the toll-free number for Level 3s Call- Before-You-Dig program.
Technical responsiveness. To facilitate rapid response to
maintenance issues, Level 3 assigns fiber maintenance technicians
to locations along the network routes. Monthly preventative
maintenance programs. These include AC and DC power level readings,
backup power testing and general location inspections.Scheduled
maintenance that is expected to produce any signal discontinuity is
coordinated with ourcustomers. Generally, this work will be
scheduled after midnight and before 6 a.m. Our global
changemanagement team manages all change requests.Unscheduled
MaintenanceIn certain circumstances, the need for unscheduled
maintenance may occur: Emergency Unscheduled Maintenance. A
response to an alarm identification by our NOC, notification by
Regional Network Operations and Security Centers, or notification
by any third party of any failure, interruption, or impairment in
the operation of fibers within the Level 3 system, or any 2012
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16. event imminently likely to cause the failure, interruption,
or impairment in the operation of fibers within the your network.
Non-Emergency Unscheduled Maintenance. A response to any potential
service-affecting situation to prevent any failure, interruption,
or impairment in the operation of fibers within your network not
covered by scheduled maintenance.At sites requiring emergency
unscheduled maintenance activity, maintenance personnel will
arrivewithin four hours from the time we become aware of the event,
unless delayed by Force Majeure.Technicians responsible for initial
restoration of a cut cable carry on their vehicles the
typicallyappropriate equipment that would enable a temporary
splice.We also maintain and supply an inventory of spare cable in
storage facilities at strategic locations tofacilitate timely
restoration.Our main objective will be to complete a permanent
restoration. The following factors will be used todetermine whether
a restoration is permanent or temporary: Time: If performing a
permanent restoration significantly exceeds the customer SLA, then
a temporary restoration may be performed. Location: If the cut is
located where a permanent restoration is difficult or impossible
without significantly exceeding the SLA, temporary restoration may
be required. Materials: If the materials needed for a permanent
restoration are not readily available, a temporary restoration may
be required.The decision of whether to complete a permanent or
temporary restoration is at the discretion of thelocal on-site
Outside Plant Management team. Safety hazards, natural disasters,
weather, and federal,state, and local laws, etc., are additional
factors that may influence the decision to perform a
temporaryrestoration.Monitoring and MeasurementTools in
useThresholding and alerting methodologyTrend observanceAlert
distribution, consumption, triage, escalationEvent correlationLevel
3 Response:Response:Level 3s unified and highly advanced NOC uses
Nortels Preside Network Management System (NMS)for 24-hour
surveillance and operation of all network elements. The Preside
system integrates networkelement managers, alarm aggregation, and
network managers into one platform for greater networkoperations
efficiency. We have a dedicated 100 Mbps management communications
network runningon its own fiber pair. This network provides a
high-capacity communications system completelyindependent of the
transmission equipment and supports remote video monitoring, access
security, andenvironmental monitoring (for example, temperature and
fire alarms). It can also provide connectivityservices for customer
equipment in remote sites. We are the single operator for our
entire network, fromMetro POP to Metro POP. With a homogeneous
network comprised of identical fiber and a singlemanagement system,
Level 3 provides the highest level of operations
excellence.Transport Service: Manual Monitoring ToolLevel 3s
network management for private line transport services is comprised
of off-the-shelfmonitoring using the NETeXPERT network management
application and proprietary monitoring andmanagement tools (NTV and
Trailblazer). 2012 Level 3 Communications, Inc. All rights
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17. The Agilent NETeXPERT product suite delivers root-cause and
operational impact information tonetwork operators, customer
service representatives, and umbrella management systems through
itsunique understanding of true network connectivity across ADM and
DACS transport equipment.The Level 3 NOC contains configurable
trouble alert screens that network technicians can use todetermine
network anomalies immediately so that they can take corrective
action.Transport Service: Automated Network Monitoring ToolIn
addition to manual monitoring performed by network operations
center technicians, Level 3 hasdeveloped a proprietary automated
network monitoring tool that receives alarms and other
networkevents in real-time from the NETeXPERT framework.This
framework uses a high-speed scriptable rules engine to make
business determinations aboutservice-impacting events and take the
actions necessary to alleviate the problem.In most cases of network
trouble, the automated network-monitoring tool opens a
trouble-ticket,forwards the trouble ticket to the appropriate work
queue, and notifies network technicians through e-mail or pager
alerts. In some circumstances, the automated network management
tool logs into therouter or switch reporting network trouble and
performs scripted tasks to provide context and narrow theproblem
scope. This allows the network technician to understand the problem
better up front instead ofperforming several rudimentary tasks to
determine the root cause of the problem.Level 3s system monitoring
includes HVAC, battery plant, rectifiers, generators (and fuel tank
levels),power systems, fiber cable sheath monitoring, surge
arrestor, and utility power.Proactive Monitoring Tools and
ScriptsAs a matter of standard operating procedure, Level 3 has
deployed proactive monitoring tools andscripts to ensure optimum
network performance and associated customer reporting on key
operationalservice level metrics. Process groups include the
following: Collect/Organize Data: Riversoft monitoring tool
analyzes interface information and provides alarm information if
performance thresholds are violated. Optional BRIX probes collect
data every 500 ms and feed back to centralized server. Evaluate
Data: Data is evaluated real time to identify congestion limits,
packet loss and latency. Thresholds have been pre-defined to
trigger event notifications via the NMS system or e-mail (based
upon severity). Data is also evaluated weekly, monthly, quarterly
to identify trends and support capacity planning and chronic
events. Report Performance: All data is presented to the Network
Operations Center in real-time. Customers can access performance
related data (updated every 15 minutes) on an online customer
portal. Change Management: Data is trended and used by operations
engineering and capacity planning to identify any changes that
should be performed to avoid potential future network events.In the
event a performance threshold is breached, this will generate an
alarm to the Riversoft NMSsystem in the NOC and the event
management process will be performed. 2012 Level 3 Communications,
Inc. All rights reserved. Proprietary and Confidential - 13 -
18. ConfigurationSLA: 15-minute global propagation from T0
(LinkedIn request submission)Change-Control...Audit Trail: for all
historical configsRollback: simple, fastLevel 3 Response:Level 3
complies. Please refer to the service levels defined in the CDN
Service Schedule providedbelow. FORM - Level 3Content Delivery
Network Service Schedule 2-1-12.pdfOutage HistoryList the three (3)
most recent customer-impacting outages on your platform, across the
followingfunctional product areas...Edge Delivery: DNS, HTTP/S,
etc.Storage: including data loss, origin service failure,
upload/download failure, etc.Control/Analytics: including logging,
portal, database, etc.Level 3 Response:Level 3 has read and
complies.Technical Support24x7x365 Coverage: ability to engage
support (initiate a ticket) via phone, ticket, emailResponse-Time
SLA: 5 minutes for "urgent" (P0) ticket submissionOn-Call:
methodology, tooling & internal SLA for contacting key
Engineering & Operations personnelduring a
crisis/outageNOC/NOC: establish and cultivate cross-org NOC
relationship/integrationProactive contact by CDN NOC to LinkedIn
NOC (and vice-versa) in event of outage/issuesLevel 3
Response:Level 3 has read and complies. However, current SLA
response time is 15 minutes, but we candiscuss further with
LinkedIn. We have provided additional technical support details
below.The Level 3 Network Operations Center (NOC) is responsible
for all facilities and network management,monitoring, and repair.
Level 3 staffs highly trained operations managers and network
technicians atregional monitoring centers and these centers enable
geographically diverse, 24-hour a day, year-round The NOC also
provides proactive monitoring of traffic across the Level 3
Network, and throughthis monitoring, we can identify potential
problems and provide resolution in a more timely fashion.Level 3s
CDN Support Services include the following: 1. Staffed 24 hours a
day, seven days a week, 365 days a year. a. Locations in the US
include Tulsa, OK and Broomfield, CO 2. Contact a. Email 15 minute
response time i. [email protected] 2012 Level 3
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19. b. Phone < 5 minute response time i. 1-877-4Level3
(877-453-8353), Option 2, Option 5 3. Standard Support Ratio a.
Pooled Support ~25 customers to 1 Support Rep 2. Mean time to
repair a. 12 hour goal for all services, however, this is dependent
on the issue 3. Typical response times based on the urgency that is
determined and agreed between the customer and Level 3 a. Urgent
e.g., Global issues, affecting multiple end users, repeatable 1
hour b. High e.g., Isolated incidents, impacting a certain region 1
hour c. Medium e.g., isolated incidents that are not repeatable 12
hours d. Low e.g., configuration changes, performance monitoring,
business issues 24 hours 4. Typical frequency of updates to a
customer a. Urgent 1 hour minimum or as required by customer b.
High 1 hour minimum c. Medium 12 hours d. Low 24 hours 5.
Escalation a. Urgent Priority issues immediately escalated to
management b. High and Medium Priority issues escalated after 24
hoursWe have provided for your reference a copy of the Level 3 CDN
Customer Handbook for an overview ofthe support we provide our
customers. The Customer Handbook offers a quick-reference guide to:
Account Management Order Management Service Activation Billing CDN
Support Media PortalCDNCustomerHandb ook-1.docx 2012 Level 3
Communications, Inc. All rights reserved. Proprietary and
Confidential - 15 -