REANNZ Internet FAQs
These FAQs are specific to REANNZ Internet. For more general FAQs about the network, view the network FAQs page.
Questions
- Are these figures real?
- Where is REANNZ getting the Internet from?
- What are Support Arrangements and Service SLAs?
- Who is able to subscribe to REANNZ Internet?
- Who do I contract with, and for how long?
- What are the Terms and Conditions?
- I want to adjust the amount of Internet I buy, can I do this?
- How does my organisation subscribe to REANNZ Internet?
- Are the fees in the Rate Card all-inclusive?
- Does my organisation need any other Internet providers?
- Are we able to use KAREN to transit Internet?
- What are the technical details on how to connect?
- SNAP currently provides my Internet, can I take advantage of REANNZ Internet?
- What is the situation with Google and Microsoft being on KAREN?
- REANNZ Internet is broken. What do I do?
- Is the bandwidth contended?
- Is there rate shaping?
- Can I downgrade my plan out of semester?
- Are there penalties if SLAs are not met?
- What are the support arrangements?
- How can we monitor our usage?
- What arrangements are in place to provision additional capacity?
- What arrangements are in place for schools?
- I have a data cap and don’t understand this capacity (Mb/s) approach, please help.
Answers
Are these figures real?
Yes, and we will pass on any additional reduction in fees to the subscribed members as they become available.
Where is REANNZ getting the Internet from?
SNAP Internet is the successful tenderer from the process. Subscribing members will access the award winning support and tools provided by SNAP Internet.
What are Support Arrangements and Service SLAs?
|
Item |
Service Level Description |
Service Level |
|---|---|---|
|
Routing |
Routes to major IX’s will be routed directly via Auckland to the US. |
99.999% of the time over a rolling 12 month period. |
|
|
Routes to China and Asia will be routed directly via Auckland to Australia. |
99.99% of the time over a rolling 12 month period. |
|
|
Routes to Australia will take the direct route. |
99.999% of the time over a rolling 12 month period. |
|
|
Routes to Google CDN and Akamai CDN will come from SNAPs local caches. |
99.9% of the time over a rolling 12 month period. |
|
Latency |
Latency from Auckland to the first landing point in the USA. |
<160ms, 99.999% of the time over a rolling 12 month period. |
|
|
Latency from Auckland to the first landing point in Sydney. |
<50ms, 99.999% of the time over a rolling 12 month period. |
|
|
Latency from any point in SNAP's network in New Zealand to any other major node. |
<40ms, 99.999% of the time over a rolling 12 month period. |
Response times:
|
Problem Type |
Description |
Response |
Resolution |
|---|---|---|---|
|
Critical |
Fault in a production service, affecting multiple users |
Within 30 min for 95% of calls |
Within 2 hrs for 95% of calls |
|
Urgent |
Fault in a production service affecting a single user |
Within 1 hr for 90% of calls |
Within 1 day for 80% of calls |
|
Routine |
Fault in any service which can be worked around |
Within 1 day for 80% of calls |
Within 3 days for 80% of calls |
|
Long-term |
Enhancements and improvements |
Within 1 week for 80% of calls |
Within 90 days for 80% of calls. |
Who is able to subscribe to REANNZ Internet?
All organisations which are our “Members” or “Associate Members” (including school loops) are eligible to subscribe to the service. “Partners” and “Providers” are not able to subscribe to the service – sorry. See the Network Access Policy for membership categories.
Who do I contract with, and for how long?
REANNZ. The contracts are for 3 years or as long as your membership contract is for. There will be regular pricing and service quality reviews, savings will be passed on to the subscribing members.
REANNZ will invoice you monthly, and you will pay in-advance for your required capacity. When your membership fees are due, your Internet fees will be included.
What are the Terms and Conditions?
You can download the draft Terms and Conditions (pdf, 78Kb) here.
I want to adjust the amount of Internet I buy, can I do this?
Yes. Once you have signed the REANNZ Internet agreement, you will be able to increase the capacity on a monthly basis, just contact REANNZ to arrange.
You may reduce the amount of capacity you want, but only for periods exceeding 6 months.
How does my organisation subscribe to REANNZ Internet?
If you are an eligible organisation, then the person responsible for purchasing Internet should contact REANNZ. On signing the REANNZ Internet agreement (which is a schedule to your master agreement), the process to deliver the service will begin, and will be available to you as soon as the technical details are completed.
Are the fees in the Rate Card all-inclusive?
Yes, the fees include the international capacity that you require, unlimited free domestic capacity, and also a service fee which covers REANNZs costs to deliver the service. The fees are excluding GST.
There are no setup or additional ongoing costs.
If you own your own hardware, we do not anticipate that there will be any additional hardware or ancillary costs to you to access this service.
If you do not own your hardware, you may need to review your arrangements.
REANNZ is happy to share best practice principles with you. Contact us.
Does my organisation need any other Internet providers?
We would suggest, that a secondary supplier be retained for purposes of redundancy, if that is your normal practice.
We would also suggest that you may wish to consider physically diverse connections to the network.
REANNZ is happy to share best practice principles with you. Contact us.
Are we able to use KAREN to transit Internet?
The Acceptable Use Policy has recently been updated to expressly permit commodity Internet from REANNZ Internet – exclusively – to transit over our network. You are not allowed to transit any other Internet.
What are the technical details on how to connect?
You can find these details at the bottom of the REANNZ Internet page on this site.
SNAP currently provides my Internet, can I take advantage of REANNZ Internet?
Yes, existing SNAP customers may move immediately onto REANNZ Internet, if they wish, with no penalties incurred, after they have a signed REANNZ Internet agreement.
What is the situation with Google and Microsoft being on KAREN?
We encourage members to partake of REANNZ Internet and access these providers via the service.
REANNZ is committed to retaining Google and Microsoft being available over our network, and we're looking to include more value-added services in the future.
REANNZ Internet is broken. What do I do?
Contact the REANNZ service desk. They will determine if it is a network fault or a supplier issue. If the latter, the service desk will pass the information to SNAP Internet.
If the supplier detects a fault, they will contact you directly.
Is the bandwidth contended?
International – No. The bandwidth is provided as internet grade international capacity. The bandwidth is not oversubscribed across multiple users.
Nationally – No. As above, and there is peering with high speed links at all major peering exchanges.
Is there rate shaping?
Yes, SNAP will rate shape your speed at the subscribed limit at the ingress and egress of the SNAP network.
Can I downgrade my plan out of semester?
No.
Are there penalties if SLAs are not met?
We would want to work with the users if SLAs were not met. If there was a significant breach of SLAs we would look at penalties, although we would really want to concentrate on why this occurred and work on reviewing what caused the SLA breaches to ensure that this does not happen in the future.
What are the support arrangements?
Both SNAP and REANNZ's network have 24x7x365 support.
SNAP support is located in Christchurch, with a backup in Auckland. There are local contractors available in all regions to deal with issues. SNAP staff will also be sent to sites, as fast as practical, if this is necessary.
REANNZ's network support is provided by Dimension Data.
How can we monitor our usage?
Monitoring tools for REANNZ Internet subscribed members will be provided.
What arrangements are in place to provision additional internet capacity?
SNAP has arrangements and agreements with multiple international and domestic upstream providers to provision capacity as required.
What arrangements are in place for schools?
Firstly, you must be one of our members and be connected to our network.
Schools which are part of a school loop must access REANNZ Internet through their loop. It is not possible to deliver REANNZ Internet individually to a school in a loop. The, school individually, or through their cluster or loop, may purchase REANNZ Internet. The advantage of the loop purchasing REANNZ Internet is that the combined loop demand is likely to push the loop to a lower price bracket. For example, 10 schools wanting 10Mb/s can aggregate to 101Mb/s and pay $49/Mb/s rather than $74/Mb/s.
The REANNZ Internet feed will be directed to the loop, where it will be shared to the loop schools.
I have a data cap and don’t understand this capacity (Mb/s) approach, please help.
Yes, this can be confusing.
Firstly, there is no data cap. You can download as much data as you can.
The limit is how fast you can download the data, this is governed by the capacity you have purchased.
An analogy exists with cars on a motorway where the car is information you want and the road is the capacity. Getting cars (data) off the motorway will be quicker if there is a 2 lane off-ramp rather than a gravel road. The bigger the off-ramp (capacity), the faster you will get the cars (data).
Each circumstance will differ depending on size and what you are doing and your infrastructure, but an average primary school would typically purchase 5-10Mb/s, while a small secondary school might purchase 15-20Mb/s, a school loop may purchase >100Mb/ s. We suggest buying what seems right, and increasing this as you need – it will only take a day or two to adjust.