NetEQualityTM Network Baselining
Statement of Work

Summary

NetEQualityTM Network Baselining is an ongoing network management service.  It provides End-to-End Performance Assurance Management reporting and real-time fault isolation capabilities for managers and technicians supporting private corporate networks.

The customer's network is measured and monitored via on-site equipment managed by a remote Network Operation Center (NOC). Automatic, continual monitoring of network components (segments, circuits, devices and their interfaces and applications) enables the development of historical performance baselines of several types.  Customer personnel are brought into the process (notified) when current performance differs substantially from these baselines.

Network topology is grouped into logical views based on customer requirements. Network elements can exist in multiple views to allow management to access detailed reports on network performance based on customer defined characteristics such as location, criticality, service provider, application deployment, etc. Standard reports contain aggregate data from all SNMP enabled devices/ interfaces within each customer-defined group. Standard reporting data is comprised of availability, utilization, response time, and volume statistics.

NetEQualityTM is composed of five components:

  •  Alarms
    • Alerting on-site personnel when critical components stop performing.
  •  Exceptions (unusual network conditions)
    • Comparing the historical performance baselines with their current period performance.
    • Inform on-site personnel when exceptions occur.
  •  Health
    • Comparing the monthly performance of components with established service level agreements (performance goals).
    • Reporting on the network's operation compared to established service level goals.
  •  Assistance
    • Expert advice to assist on-site personnel to maintain and enhance their network.
  •  End-to-End Performance Assurance Management
    • View network performance from multiple perspectives to meet divergent management goals.

Detailed Description

Setup

Once the NetEQualityTM Network Monitoring Tool is installed on the customer's network and communications are established (See Installation below for a detailed list of these activities), monitoring can begin. The logical setup for monitoring is controlled by the Customer Setup Document.

This document allows the customer to provide data that permits the NetEQualityTM Network Operation Center technician to:

  • Discover the entire network.
  • Collect SNMP, RMON, DLCI pair and other data from all network components.
  • Verify that the Network Monitoring Tool discovery is complete and correct.
  • Verify that the Network Monitoring Tool inventory report accurately reflects those devices attached to the network.
  • Verify that the Network Monitoring Tool Critical Alarms Group contains the desired elements.

Monitoring

Once in place and operating, the NetEQualityTM Network Monitoring Tool will automatically collect data about the identified network components twenty-four hours per day, seven days per week.

From this data, baselines (profiles of typical component behavior) will be established and reports produced for the following:

  • All SNMP, RMON1 and RMON2 devices and interfaces that are marked critical in the network inventory. Additional devices and interfaces may also be monitored.
  • Selected server processes. (Server mibs currently supported include Windows NT/ 2000, Microsoft SQL, Microsoft Exchange, Microsoft IIS, Compaq, UCDavis. Other MIBs may be compiled and invoked based on customer input)
  • IP services (e.g., SNMP enabled mail, WEB, DNS, DHCP servers).

In addition, the NetEQualityTM Network Operation Center, may provide one or more RMON2 probes for installation on the customer's network if it feels it is necessary to properly monitor and measure the network and an appropriate probe is available. Data collected from RMON2 Probes include protocol mix and conversations.

Alarms

All critical devices and interfaces will be monitored for proper performance and/or availability. Selected non-critical devices and interfaces may also be alarmed if deemed necessary by the NetEQualityTM NOC and customer to meet customer's needs.

The NetEQualityTM Network Monitoring Tool will generate an email and/or paging notification when an exception condition is encountered. These notifications will be sent to the NetEQualityTM NOC.

The NetEQualityTM NOC personnel will, in turn:

  • Receive, via email or pager, network alerts.
  • Evaluate each network alert.
  • Notify customer of alerts requiring immediate attention by phone or pager.
  • Notify customer via email of alerts requiring timely intervention.
  • Adjust the monitoring as needed to better measure the network.
  • Adjust alarm thresholds of monitored network components, segments, circuits, servers and applications in order to effect more effective network alarm performance.
  • Adjust service level agreement settings of monitored network components, segments, circuits, servers and applications to more accurately report on the network operation.
  • Adjust network inventory by removing de-installed components and discovering newly installed components based on information provided by the customer.
  • Provide Network Status Report to the customer with recommendations for remedial action.

Exceptions

For each monitored device, interface, process and/or application the Network Monitoring Tool will develop a historical baseline.  It then compares current network data (daily) with historical data, reporting exceptions in a daily report (MyNetVoyant daily report).

The NetEQualityTM NOC personnel will, in turn:

  • Establish initial normal performance characteristics (service level agreements) for each class of monitored device, interface, process and/or application.
  • Evaluate network conditions that are outside the boundaries established by the NetEQualityTM NOC and establish unusual network conditions (exceptions) for that day.
  • Notify customer via email of network exceptions daily.  
  • Adjust service level agreement settings of monitored, network components, segments, circuits, servers and applications to more accurately report on the network operation.
  • Adjust network service level agreements based on information provided by the customer.

Health

For each Critical Group monitored device, interface, process and/or application, the Network Monitoring Tool will develop a monthly historical baseline. Monthly historical baselines for selected non-critical devices and interfaces may also be generated if deemed necessary by the NetEQualityTM NOC.

The NetEQualityTM NOC personnel will, in turn:

  • Establish initial normal monthly performance characteristics (monthly service level agreements) for Critical Group and selected non-critical group network components.
  • Evaluate network conditions that are outside the boundaries of the monthly service level agreement.
  • Provide a monthly Network Status Report to the customer (Wellness Document) with recommendations for remedial action.
  • Adjust monthly service level agreement settings of Wellness Document components, segments, circuits, servers and applications to more accurately report on the network operation.
  • Adjust the MyNetVoyant monthly report to established service levels level agreements based on information provided by the customer.

Assistance

The NetEQualityTM Network Operation Center provides 24 hour, 7 day monitoring and response to its customers. Advice on reported alarms, exceptions and recommendations provided to the customer by the NetEQualityTM Network Operation Center.

The NetEQualityTM Network Operation Center will provide 24 hour, 7 day:

  • Advice to customer on-site personnel to assist customer in network remedial action.
  • Network remedial action, fault isolation, problem analysis and repair if so authorized by the customer for a fee of $195 per hour charged in 15 minute increments.

End-to End Performance Assurance

Standard default groups include critical, component type and manufacturer. Other views will be established via discussion with the customer and assessment of customer needs. Daily, weekly and monthly reports of aggregate group data including availability, utilization, response time and volume will be created for each group.

Data Collection-Limitations

A single NetEQuality polling station will effectively collect and display data from about 5000 polling instances. The standard NetEQuality service offering [$3,500/month] provides up to two polling stations.

If the NetEQualityTM Network Operation Center feels that the network requires data collection analysis and/or customer assistance (technician time) that exceeds the standards for the NetEQualityTM Network Baselining product, the NetEQualityTM Network Operation Center will so advise the customer.

The customer may:

  • Contract with the NetEQualityTM Network Operation Center for additional resources.
  • Reduce the number of measurement points to meet the NetEQualityTM Network Baselining product standards.
  • Discontinue the service.

Installation

The installation encompasses the following:

  • Installing a NetEQualityTM NOC provided, rack-mountable management server (s) on the customer's network.
  • Connect the NetEQualityTM Network Baselining server(s) to the NetEQualityTM Network Operation Center in one of two ways:
    • A secure VPN from or through the customer's firewall to the NetEQualityTM Network Operation Center
    • A dedicated firewall supplied by the NetEQualityTM Network Operation Center.
      Note: Technician time required to enable this connection is not covered in the standard NetEQualityTM Network Baselining charge.
  • Establishment of an email account for the Network Monitoring Tool for emailing alert notifications.
  • Establishment of a local, network based backup capability (optional).
  • Testing all connections and alert mechanisms.

Customer Requirements

  • Physical access to customer site for NetEQualityTM NOC supplied technician.
  • On-site network access to NetEQualityTM NOC supplied computer(s) via twisted pair or token ring connection.
  • Valid static IP address for the supplied computer(s).
  • Console access to supplied, rack mountable management computer(s)(and/or dedicated keyboard, mouse and monitor) as required.
  • Uninterruptible Power Supply (UPS) power source (optional).
  • Completion of the "Customer Setup Document".
  • Access to customer technical personnel to resolve local network issues (e.g., IP address for server, account names, etc.)
  • Account on local mail system for electronic notification of exceptions to enable alarm notifications.
  • Internet access from supplied computer back to NetEQualityTM NOC.
  • Customer server to serve as backup destination device (optional).
  • Return of NetEQualityTM NOC supplied computer(s) and any associated equipment (e.g., firewall, etc.) at end of monitoring period.

Terms and Conditions

1. iLAN Systems will engage its best efforts to insure that the installation, setup, and monitoring of the iLAN NetEQualityTM Network Baselining services are appropriate to meet your needs and expectations, and iLAN Systems, Inc. is confident that you will be extremely pleased with the NetEQualityTM Network Baselining services. However, due to interaction of various hardware and software components and systems, possible disruptions and interruptions in telecommunication and networking channels, and other factors either within or outside of iLAN Systems, Inc.'s control, iLAN Systems, Inc. cannot guarantee that each and every critical and/or non-critical device that is alarmed will generate expected notification(s), or that generated notifications will be delivered and received by the intended recipient(s).

2. iLAN Systems, Inc. assumes no responsibility for any liability, loss, costs, expenses, damages, and/or any injury (whether to body, property, or personal or business character or reputation) whatsoever sustained by any person or to any person or to property that is caused by a failed notification delivery, or caused by reason of any act, neglect, default, or omission of iLAN Systems, Inc. or any of its agents, employees, or other representatives.

3. iLAN Systems, Inc. shall solely own the database of information gathered by iLAN Systems, Inc from monitoring your network. You shall own only the reports generated by iLAN Systems, Inc.

4. If you purchase the software (Network Monitoring Tool) through iLAN Systems, Inc., then the database generated by the monitoring tool will be transferred to you. If you choose to purchase the (Network Monitoring Tool) software through an entity other than iLAN Systems, Inc., iLAN Systems, Inc. will transfer the database to you for a fee if you so choose.

5. In rendering iLAN NetEQualityTM Services, iLAN Systems, Inc. may utilize certain software and products and end user documentation of third parties, including, but not limited to RedPoint, Network General Sniffer, Fluke LANmeter, WhatsUp(r) software, products, and end user documentation. You agree that you shall have no right to reproduce, copy, reverse engineer, and/or resell any software and/or products of any third party.

6. iLAN Systems, Inc. shall have the right to immediately terminate this Agreement if you breach or default on any of the terms, obligations, covenants, or representations under this Agreement, e.g. payment terms, which have not been waived in writing. Upon termination, iLAN Systems, Inc. shall be permitted access to the monitored network to uninstall and delete any software and remove any hardware owned or licensed to iLAN Systems, Inc.

7. All notices, requests or consents required or permitted under this Agreement shall be made in writing and shall be given to the other party by personal delivery, registered or certified mail (with return receipt), overnight air courier (with receipt signature) or facsimile transmission (with "answerback" confirmation of transmission), sent to such party's addresses or telecopy numbers as are set forth below, or such other addresses or telecopy numbers of which the parties have given notice pursuant to this Section. Each such notice, request or consent shall be deemed effective upon the date of actual receipt, receipt signature or confirmation of transmission, as applicable (or if given only by registered or certified mail, upon the earlier of (i) actual receipt or (ii) three days after deposit thereof in the United States mail).

PRINCIPAL

TO: iLAN Systems, Inc.
1107 Fair Oaks Avenue, PMB 304
South Pasadena, California 91030

Attn.: President

Facsimile: 626-458-8513

CUSTOMER

TO: _____________________________________

_____________________________________

_____________________________________

_____________________________________

Attn.: President

Facsimile: ____________________

8. If there is any conflict between the provisions of this Agreement and the provisions contained in any contract or sales order form used by any Sales Agents of iLAN Systems, the provisions of this Agreement shall control.

9. The rights or obligations under this Agreement are personal to customer and may not be assigned without the prior written approval of Principal, which approval will not be unreasonably withheld.

10. The parties shall be free to bring all differences of interpretation and disputes arising in connection with this Agreement to the attention of the other party at any time without prejudicing their harmonious relationship and operations hereunder. For any controversy, claim, or breach arising out of or relating to this Agreement, which the parties are unable to resolve to their mutual satisfaction, the parties agree that action may be brought in a court of competent jurisdiction in Los Angeles County, California, applying California law. The prevailing party in any such litigation shall be entitled to its attorney's fees and costs.

11. If any provision or term of this Agreement is held to be invalid, void, or unenforceable, the remainder of the provisions shall remain in full force and effect and shall in no way be affected, impaired, or invalidated.

   

_____________________________________
Signature

   

_____________________________________
Customer

NetEQuality Ver 2.01 - 4/22/02