Typical Service Windows
Recognizing the increasingly strategic role of infrastructure and network services from National LambdaRail (NLR) for our member regional networks and participating universities, colleges, research laboratories, research project groups, healthcare providers and other users, NLR makes every effort to meet these service windows from the time of issue identification:
4 Hours: Simple transponder failure at most NLR Layer1 PoPs. A spare 80 channel transponder is kept at each site. When a repair is required this is replaced by remote hands and RMAd. For a few remote sites the target is longer (6-8 hours). Repairs are handled by Level 3 for all Level 3 locations which include all terminal sites except for: NYSERNet for New York City (NEWY), the Pacific Northwest Gigapop for Seattle (SEAT) and Equinix for Los Angeles (LOSA).
12 Hours: For a standard fiber cut. Longer for complicated fiber cuts where repair is restricted due to weather or other hazards.
24 Hours: Spares for most of the core Layer1 equipment used in the network are kept at the NLR Layer1 NOC which is in Cypress California and is operated by CENIC. A courier service delivers the spare to the PoP, where it is installed as soon as possible after delivery. The faulty device is RMA'd to help maintain the stockpile of spare equipment. The RMA process is handled by a combination of the NLR Service Desk, NLR Engineering, and the NLR Layer1 NOC.
Two Business Days: For all other equipment and in the case of multiple failures at a location. Maintenance is Next Business Day, thus the spare should arrive by the next business day after the call is placed. Weekends and holidays can mean that a few days may separate these events.
Scheduled maintenances are announced 3 business days prior to the maintenance event and will take place during the standard 0000-0600 window. The actual duration of the outage from these scheduled maintenance events is dependent on the work being done.