Customer Handbook

Index

vXchnge Maintenance Procedures

vXchnge performs routine and prescribed maintenance to enable the installation of improvements to our network and facility infrastructure. Additionally, preventative maintenance is performed to avoid potential issues that have been identified by vXchnge’s early warning procedures and processes that are based on careful monitoring and thorough analysis of activity logs for our network and facilities.

All changes to the network and facilities are subject to our change management process. This process ensures that work is reviewed for completeness and accuracy prior to scheduling and implementation such as; risk assessment, quality assurance testing, and metrics for measuring progress and back out procedure.

vXchnge Operations will not schedule any preventative maintenance activities which have the potential to affect power or network delivery to customer provided equipment from the weekend prior to the Thanksgiving holiday and the weekend following the New Year’s holiday. This moratorium does not include corrective maintenance activities or repairs to critical infrastructure required to safeguard against interruption to customer operations.

The goals of change management are:

  • Ensure that changes to vXchnge services, infrastructure, policies, and procedures are implemented effectively and efficiently.
  • Minimize risk and impact to our customers.
  • Enable vXchnge to pro-actively notify customers in advance of potential disruption to their service.
  • Ensure all new equipment or routing configurations have received extensive testing on our independent and isolated test network environment prior to production Data Center configuration deployment.

vXchnge makes every effort to prevent disruption in service and performs maintenance during low traffic periods in order to minimize potential interruption to customer's Internet operations.

Low Impact Network Maintenance Schedule

Planned network maintenance that involves hardware, software or configuration changes that should not cause a service interruption, is deemed Low Impact Maintenance. Examples of low impact maintenance include global routing protocol configuration, adding a new ISP to the vXchnge network, or adding or replacing a redundant line card on an existing production switch. Low Impact Maintenance will be scheduled between 10:00 PM to 7:00 AM local time Friday through Sunday.

A momentary increase in latency or packet loss triggered by a standard redundancy mechanism (such as routing or switching protocol re-convergence, working-protect path failover, redundant card failover, re-balancing traffic on an aggregated trunk, etc.) is possible during a Low Impact Network Maintenance.

Notification: A Maintenance Notification will be sent to subscribers by the vXchnge OSSC 14 calendar days prior to the work taking place. This will be done so that in the unlikely event that a service interruption occurs and is related to the maintenance work. The vXchnge OSSC will be able to correlate the event with any trouble related requests for support they may receive.

Customers can subscribe and unsubscribe from Maintenance Notifications by calling (800) 553- 1829, emailing support@vxchnge.com, or logging into in\site and checking or unchecking the “Data Center Activities" box in the customer record.

The Notification will contain the following information:

  • Scope:  What work is being done?
  • Impact: What impact to service can be expected?
  • Purpose:  Why this work is being done?
  • Duration:  Estimated duration of the activity?
  • A Notification will be sent to the same email group after work has been completed.

High Impact Network Maintenance Schedule

Planned network maintenance that is known to be service affecting is deemed High Impact Maintenance. High Impact maintenance will be scheduled between 10:00 PM and 7:00 AM local time, Friday through Sunday. Examples of the maintenance which falls under this category are a reload of a device, the addition or removal of hardware, or global changes to non-redundant routing or switching protocols.

Notification: A Maintenance Notification will be sent to subscribers by the vXchnge OSSC 14 calendar days prior to the work taking place. This will be done so that in the unlikely event that a service interruption occurs and is related to the maintenance work. The vXchnge OSSC will be able to correlate the event with any trouble related requests for support they may receive.

Customers can subscribe and unsubscribe from Maintenance Notifications by calling (800) 553- 1829, emailing support@vxchnge.com, or logging into in\site and checking or unchecking the “Data Center Activities" box in the customer record.

The Notification will contain the following information:

  • Scope:  What work is being done?
  • Impact: What impact to service can be expected?
  • Purpose:  Why this work is being done?
  • Duration:  Estimated duration of the activity?
  • A Notification will be sent to the same email group after work has been completed.

Emergency Network Maintenance

Unplanned network maintenance may need to be done on an emergency basis. This work will only be done if normal service is interrupted, degraded, or severely endangered, and action is necessary to restore service or reliability to normal levels.

Notification: A Notification will be sent to the email list for the group that will be affected by the emergency maintenance. The Notification may be sent just prior to the activity, as time is normally of the essence in an emergency situation. The Notification will contain the following information:

  • Scope:  What work is being done?
  • Impact:  What impact to service can be expected?
  • Purpose: Why this work is being done, and why is it being performed outside of the normal maintenance window?
  • Duration:  Estimated duration of the activity?
  • A Notification will be sent to the same email group after all work has been completed.

NOTE: It is the customer’s responsibility to ensure the email group is kept current. Customers can subscribe and unsubscribe from Maintenance Notifications by calling (800) 553-1829, emailing support@vxchnge.com, or logging into in\site and checking or unchecking the “Data Center Activities" in the customer record.

Service Provider & Carrier Network Maintenance

vXchnge makes every effort to enforce strict maintenance notification standards on its Service Providers and Carriers, including those who are considered Internet Service Providers or Carriers which support vXchnge Internet Access services including DireXConneX. These events are beyond the control of vXchnge. These parties may schedule service-impacting or non-service impacting maintenance activities at any time, in which case vXchnge will generate a “Carrier Network Maintenance” notification to our customers as soon as possible.

Infrastructure Maintenance

Routing Maintenance: Preventive Maintenance that is not expected to be customer impacting. This type of maintenance will be performed during normal working hours. Notification will be sent at least 14 calendar days in advance of the maintenance activity.

Scheduled Precautionary Maintenance: Preventive or Corrective Maintenance where customer impact is possible but not expected. This type of maintenance will be performed in an off-hours maintenance window (11:00PM to 7:00AM local time) to limit the severity of any unexpected impact to customers. Notification will be sent at least 14 calendar days in advance unless the maintenance is Corrective in nature and action is required sooner.

Service-Affecting Maintenance: Corrective Maintenance where customer impact is either expected or has already occurred. Maintenance notification will be sent as quickly as possible, but restoration of service or emergency actions will not be delayed to allow for prior notification.

Maintenance Notifications will be sent at the following intervals

  • 14 calendar days prior to maintenance commencement, unless the maintenance is corrective in nature and requires more prompt attention.
  • Upon maintenance commencement.
  • Upon maintenance completion.

The notification will contain the following information:

  • Scope:  What work is being done?
  • Impact:  What impact to service can be expected?
  • Purpose:  Why this work is being done?
  • Duration:  Estimated duration of the activity?
  • A Notification will be sent to the same email group after all work has been completed.