3.1.1 Use / Scenarios Anticipated use cases for fixed data services are set out in the tables below. The corresponding requirements of this standard are ticked in the columns. Use Case / Scenario Telecommunications – Fixed Data Dark fibre DWDM Fibre-less optics (laser) Licensed microwave radio services Scalable ethernet IP network Multi-protocol label switching (MPLS) Contention: Dedicated committed information rate Static or dynamic routing (preference is for BGP) Support IPv4 & IPv6 QoS (with an agreed number of classes) Dynamic QoS: Dynamic bandwidth management Multicast Unlicensed radio services Fibre channel DDS Frame relay (over copper) ATM Bonded ethernet Metro ethernet Satellite services Additional routing protocols, e.g. OSPF, RIP, IS-IS, EGP Required NSW Government business outcomes Additional business outcomes for agency consideration Use Case / Scenario Service Management
Data Services Performance Targets The following table outlines the expected performance for the Service: Service Performance Requirement Measurement Metric Packet Loss < 1% Latency < 25 ms Jitter < 5 ms Data Services Severity Level Descriptions The following table defines Data Services Severity Levels. The definition of an Incident will be based on the table. The Incident Management Table will define the timeframe for response and resolution expected by the NSW Government. SEVERITY LEVEL DEFINITION SEVERITY LEVEL 1 SEVERITY LEVEL 2 SEVERITY 3 Impact on Service Performance Service unavailable or seriously impaired and not functional for multiple affected sites Service seriously impaired and not functional for affected single or multiple sites Service is impaired causing difficulty with performing normal work for single site Impact on productivity and reputation NSW Government’s business may directly result in significant additional exposure of NSW Government or the public to risk, or adverse impact on NSW Government’s reputation May result in lost productivity or may jeopardise risk management or provision of service to the public May result in reduced productivity but doesn’t otherwise threaten risk management or service to public The Service Provider must work to Resolve the Incident Continuously within Business and outside Business Hours until the Incident is Resolved Continuously within Business Hours and outside Business Hours until the Incident is Resolved Within Business Hours until the Incident is Resolved Available Alternatives No readily available alternative to perform work without Service Provider involvement No readily available alternative to perform work without Service Provider involvement There is a readily available alternative e.g. manual workaround Examples Unavailability of access to the Network of two (2) or more physical locations, or performance is degraded to the extent that Services cannot be reasonably used Unavailability of a NSW Government’s Network access by one (1) site, or performance is degraded to the extent that it does not allow full or efficient business use of the Services Service impaired at one (1) site or network performance is unacceptable Interim Status Update Timeframe Every 15 mins 15 mins then every 30 minutes On request If Incident is not Resolved within the required timeframe Escalate according to agreed processes Escalate according to agreed processes Escalate according to agreed processes If Incident is not Resolved within two the required timeframe Escalate according to agreed processes Reclassify Incident as Severity 1 Reclassify Incident as Severity 2 Data Service Availability Name Individual Service Availability (per Service) Description This Service Level aims to maintain consistent performance of Services offered. Hours measured Hours Coverage as set out in the Availability Table Service Level As set out in the Performance Target Table