Title of Service: Data Centre Networking - part of Shared Infrastructure
Status of Document: This document describes the data centre networking service
offered in June 2012.
- This document sets out the Service Level Description (“SLD”) for the
Shared Infrastructure Services (“SIS”, “the Services”) delivered to a
customer (“the Customer”) and managed by Oxford University Computing
Services (“OUCS”). Shared Infrastructure Services are grouped into the
- Computing equipment co-location in the University Shared Data
Centre (“USDC”) – “Co-location Services”.
- Network provision within the USDC – “Data Centre
- Virtual machine (“VM”) and virtual data centre (“vDC”)
provisioning within the SIS virtual infrastructure – “Virtual
- Unless otherwise expressed in writing, this SLD will apply to all Services
offered to the Customer. The schedules attached will form part of this
- The OUCS Management Committee, or its successor body will review this SLD
regularly. Any addition or variation made will be communicated with 90 days
2. Customer Responsibilities
- The Customer will nominate up to three members of its staff, who will be
responsible for liaising with OUCS concerning the usage of Data Centre
Networking Services. In normal circumstances only these nominated
individuals would be expected to contact OUCS concerning the Service. The
Customer will promptly notify OUCS should there be any change to these
- The Customer must not interfere with aspects of the Services for which
OUCS is responsible. OUCS reserves the right to charge for the time involved
in resolving issues caused by members of the Customer's organisation
attempting to take any action in regard to the Services that has been
defined as the responsibility of OUCS.
- All service usage is bound by the University of Oxford‘s “IT Rules and
Regulations” and the University’s “Disclaimer of Liability”.
2.1. Working Hours
- Working Hours are defined as 09:00 to 17:00, Monday to Friday
excluding statutory public holidays and the period between 24th December and the 1st January
2.2. Fault Reporting
- If a fault is notified within Working Hours, OUCS will commence
investigation within one working hour (provided that no similar fault is
also being handled by the same group).
- For faults notified outside Working Hours, informal arrangements exist
for staff to be called, but no funding is provided to make this a
- OUCS will use reasonable efforts to resolve any notified fault.
- Faults should be reported to OUCS via:
- E-mail to firstname.lastname@example.org
- Or telephone to 01865 (2)73200
- OUCS will report significant faults/outages to the itss-announce
mailing list and will also attempt to contact Customer contacts via
email. The ITSS SMS system may also be used in the event of a major
2.3. Request Fulfilment
- OUCS will use reasonable efforts to respond to any request for the
supply of Services within one working day.
- Although no formal availability target is published, the service
operates at all times.
- Outside Working Hours, OUCS will use reasonable efforts to ensure the
Services are available.
- OUCS reserves the right to deny Customer access to the Services on
reasonable grounds. OUCS will endeavour to notify the customer promptly
should such a situation arise.
2.5. Scheduled Maintenance
- OUCS will give a minimum of 5 days notice of scheduled maintenance
- Emergency maintenance work can be carried out at any time and OUCS
will attempt to inform Customers of emergency maintenance work at the
first available opportunity.
2.6. Charges and Payments
- Unless otherwise agreed, the customer will be invoiced quarterly (at
the end of January, April, July, and October) in arrears for all other
charges due. Intra-University payments must be made by journal transfer
within the University’s financial system. Other invoices are due for
payment within 30 days of the date of the invoice.
- OUCS may vary the charges specified with effect from the end of the
first 90 days or any date thereafter by giving to the Customer 90 days
notice in writing of the new charges.
- Data Centre Networking provides the following network services to
equipment located within the USDC and virtual machines located upon the SIS
- Connection to the Data Centre Network
- Connection to the Campus Network
- Connection to a private VLAN hosted on the Data Centre
- Connection to a private VSAN hosted via the Data Centre SAN
- A Standard Connection is defined as a 1Gbps Copper Ethernet connection to
an IP network (1000BASE-T).
- There is no guaranteed bandwidth to any connection and traffic shaping may
be used should any connection place an abnormal burden upon the network
which affects other network users.
- Fibre Connections, IP or Fibre-channel, are available by negotiation on a
first come first served basis where a real need for fibre-based connectivity
can be shown to the satisfaction of the USDC staff.
4. The Data Centre Network
- OUCS maintains the Data Centre Network exclusively for use in the USDC and
the OUCS Data Centre at Banbury Road.
- The Data Centre Network has been designed in an N+1 resilient fashion to
allow for close to 100% availability for dual-connected Customer
- Customer equipment must be dual-connected if possible. Equipment that is
not dual connected may suffer network outages at short notice when emergency
works are required.
- Customer Systems connected to the Data Centre Network will be allocated an
IP address by OUCS unless the connection is to a private VLAN.
- Network Availability is defined as a period when a routable network
connection is available to dual-connected Customer equipment.
- OUCS will use reasonable efforts to ensure Network Availability.
5. The Campus Network
- The Campus Network is defined as the University Backbone network managed
by OUCS on behalf of the University.
- A description and definition of the backbone service is available in the
Backbone SLD found on the OUCS website.
- Campus Network connections are only available to Customers who already
have a connection to the University Backbone Network.
- Customers connected to the Campus Network in the USDC will be supplied
with a single 1Gbps connection to their VLAN on the University Backbone
- Equipment connected to the Campus Network cannot also be connected to the
Data Centre Network. NB: This is to isolate the Campus Network and Data
Centre Network fault domains.
6. The Data Centre SAN
- Two private data centre SANs are maintained, an “A” SAN and a “B” SAN,
allowing independent paths for dual-connected equipment.
- All SAN connections are delivered by 8Gbps fibre-channel.
- SAN Availability is defined as a period when SAN connectivity is available
via the “A” SAN, the “B” SAN or both.
- OUCS will use reasonable efforts to ensure SAN Availability.
- SAN Connections are available by negotiation.
7. Customer Responsibilities
- Customers in private racks are responsible for the supply of all cabling
to connect equipment to the Data Centre Networking Services located within
- All charges are monthly or part thereof and will be pro-rata for the first