ihgstandards-ihg technical specifications

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IHG Technical Specifications

For High-Speed Internet Access For compliance with all IHG brand standards

Version 6 July 27, 2009

This document is provided for informational purposes, and for compliance with all IHG brand standards for high speed Internet access, and IHG makes no warranties, either express or implied, in this document. Information in this document, including URL and other Internet Web site references, is subject to change without notice. The entire risk of the use, or the results from the use, of this document remains with the user. Unless otherwise noted, the examples of companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events, depicted herein are fictitious, and no association with any real company, organization, product, domain name, e-mail address, logo, person, place, or event, is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of IHG.

IHG may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering the subject matter in this document. Except as expressly provided in any written license agreement from IHG, the furnishing of this document does not give the client any license to these patents, trademarks, copyrights, or other intellectual property.

The information contained in this document represents the current view of IHG on the issues discussed as of the date of publication. Because IHG must respond to changing market conditions, it should not be interpreted to be a commitment on the part of IHG, and IHG cannot guarantee the accuracy of any information presented after the date of publication.

IHG MAKES NO WARRANTIES, EXPRESS OR IMPLIED, AS TO THE INFORMATION IN THIS DOCUMENT.

IHG is either a registered trademark or a trademark of IHG in the United States and/or other countries.

The names of actual companies and products mentioned herein may be the trademarks of their respective owners.

© 2009 IHG. All rights reserved. Private and Confidential.

Contents

Contents

1. INTRODUCTION.............................................................................................................................................. 1

1.1 HOW TO USE THIS DOCUMENT........................................................................................................................ 1 1.2 COMPATIBILITY OF OPERATING SYSTEMS AND BROWSERS................................................................................. 2 1.3 COLLATERAL ................................................................................................................................................. 2 1.4 LAUNCHING HSIA.......................................................................................................................................... 3 1.5 PLUG-AND-PLAY SOLUTION ............................................................................................................................ 3 1.6 CHANGING SETTINGS ..................................................................................................................................... 3 1.7 INTERFACE TO PMS....................................................................................................................................... 3 1.8 BILLING OPTIONS........................................................................................................................................... 4 1.9 ACCESS CODES............................................................................................................................................. 4

1.9.1 Non-Guest Users........................................................................................................................ 4 1.9.2 Changing Access Codes ............................................................................................................ 4

1.10 PORTAL FACILITY........................................................................................................................................... 4 1.10.1 Start/Welcome/Launch Page (per brand standard) .................................................................... 4 1.10.2 Log-in/Access Page (Required).................................................................................................. 5 1.10.3 Splash/Landing Page (per brand standard) ................................................................................ 5

1.11 CONTENT MANAGEMENT ................................................................................................................................ 5 1.12 CONTROL OF CONTENT AND GUEST ACCEPTANCE ............................................................................................ 5 1.13 INTERFERENCE WITH HOTEL SERVICES AND DEVICES........................................................................................ 6

2. TECHNICAL REQUIREMENTS....................................................................................................................... 7

2.1 WIRED – CAT5E/6 AND OPTICAL FIBER........................................................................................................... 7 2.1.1 Backbone and Vertical Cabling................................................................................................... 7 2.1.2 Horizontal Cabling ...................................................................................................................... 7 2.1.3 Labeling Cables, Patch Cords, and Face Plates ........................................................................ 7

2.2 WIRELESS REQUIREMENTS............................................................................................................................. 7 2.2.1 Wireless Protocol Standards ...................................................................................................... 7 2.2.2 Minimum Acceptable Signal Strength......................................................................................... 7 2.2.3 Roaming between WAPs............................................................................................................ 7 2.2.4 Installation of WAPs ................................................................................................................... 8 2.2.5 Wireless Encryption.................................................................................................................... 8 2.2.6 Wireless Broadcast..................................................................................................................... 8 2.2.7 Wireless Access Codes.............................................................................................................. 8 2.2.8 Wireless Bridge .......................................................................................................................... 8 2.2.9 Wireless Site Survey .................................................................................................................. 9 2.2.10 Compliance with IEEE and ITU .................................................................................................. 9

2.3 LOCATION COVERAGE .................................................................................................................................... 9 2.4 MINIMUM DATA CIRCUIT REQUIREMENTS........................................................................................................ 10

2.4.1 Multihoming Solution ................................................................................................................ 10 2.5 BANDWIDTH MANAGEMENT ........................................................................................................................... 10

2.5.1 Bandwidth Shaping................................................................................................................... 10 2.5.2 Varying the Bandwidth Use of Guests ...................................................................................... 11

2.6 PROXY SERVER........................................................................................................................................... 11 2.6.1 Maintaining Web Proxy Server Log Files.................................................................................. 11 2.6.2 SSID Naming Convention......................................................................................................... 11

2.7 VPN SUPPORT............................................................................................................................................ 11 2.7.1 Supported VPN Protocols......................................................................................................... 11 2.7.2 Troubleshooting VPN Connections........................................................................................... 12 2.7.3 VPN Client Certification ............................................................................................................ 12

2.8 NETWORK ROUTING..................................................................................................................................... 12 2.8.1 Network Address Translation (NAT) ......................................................................................... 12 2.8.2 Authentication Gateway / VBN Server...................................................................................... 12 2.8.3 Dynamic Host Configuration Protocol (DHCP) Support ............................................................ 13 2.8.4 Proxy Address Resolution Protocol (ARP) Support .................................................................. 13 2.8.5 Protecting Against Denial-of-Service (DoS) Attacks ................................................................. 13 2.8.6 Automatically Redirecting the URL ........................................................................................... 14 2.8.7 Transparent Web Proxy............................................................................................................ 14

2.9 PROPERTY MANAGEMENT SYSTEM (PMS) SUPPORT ...................................................................................... 14 2.9.1 PMS Billing (Optional) .............................................................................................................. 14

Contents

2.10 FLEXIBLE ADMINISTRATION INTERFACE .......................................................................................................... 14 2.11 HARDWARE REQUIREMENTS ......................................................................................................................... 14

2.11.1 Vendor Responsibilities ............................................................................................................ 14 2.11.2 Disk Redundancy ..................................................................................................................... 15 2.11.3 Power-Supply Redundancy ...................................................................................................... 15 2.11.4 Managed Switches ................................................................................................................... 15 2.11.5 Regulatory Compliance ............................................................................................................ 15 2.11.6 Reviewing Hardware ................................................................................................................ 15

3. SECURITY ..................................................................................................................................................... 16

3.1 PORT SECURITY .......................................................................................................................................... 16 3.2 PROTECTING EQUIPMENT ............................................................................................................................. 17 3.3 AUTHENTICATING USERS.............................................................................................................................. 17 3.4 VLAN SUPPORT.......................................................................................................................................... 17 3.5 PRIVATE NETWORK CAPABILITY .................................................................................................................... 17 3.6 MAXIMIZING PERFORMANCE.......................................................................................................................... 17 3.7 AUDITING AND LOGGING ............................................................................................................................... 18 3.8 REMOTE ACCESS......................................................................................................................................... 18 3.9 SECURITY GATEWAY PASSWORDS................................................................................................................. 18 3.10 PCI AND PII DATA PRIVACY.......................................................................................................................... 18

4. VENDOR QUALIFICATION AND AGREEMENT .......................................................................................... 19

4.1 APPOINTMENT OF CONTACT PERSON............................................................................................................. 19 4.2 VENDOR COMPLIANCE.................................................................................................................................. 19 4.3 AGREEMENT................................................................................................................................................ 19 4.4 TIERED BILLING ........................................................................................................................................... 19

5. VENDOR REQUIREMENTS FOR SERVICE LEVEL AGREEMENT (SLA) .................................................. 20

5.1 SUPPORT REQUIREMENTS ............................................................................................................................ 20 5.1.1 Equipment Maintenance........................................................................................................... 20 5.1.2 Internet Availability and Guest Support .................................................................................... 20 5.1.3 On-Site Support........................................................................................................................ 21 5.1.4 System Reliability ..................................................................................................................... 21 5.1.5 Proactive Monitoring................................................................................................................. 21 5.1.6 Disaster Recovery Plan ............................................................................................................ 21 5.1.7 Backup and Restore ................................................................................................................. 21 5.1.8 Loss or Damage ....................................................................................................................... 22 5.1.9 Maintenance Contract .............................................................................................................. 22

5.2 RESPONSE REQUIREMENTS FOR VENDORS .................................................................................................... 22 5.2.1 Rack-Mounted Equipment ........................................................................................................ 22 5.2.2 Equipment Detail ...................................................................................................................... 22 5.2.3 Uninterruptible Power Supplies (UPS)...................................................................................... 23 5.2.4 Space Requirements ................................................................................................................ 23 5.2.5 Spares Inventory ...................................................................................................................... 23 5.2.6 Regulatory Compliance ............................................................................................................ 23

5.3 TERMS AND CONDITIONS FOR VENDORS ........................................................................................................ 23 5.3.1 Warranty ................................................................................................................................... 23 5.3.2 Maintenance ............................................................................................................................. 23 5.3.3 SLA Documents........................................................................................................................ 24 5.3.4 Support ..................................................................................................................................... 24 5.3.5 Escalation ................................................................................................................................. 24

APPENDIX A: CONDENSED SPECIFICATIONS....................................................................................................... 25

APPENDIX B: TYPICAL HSIA NETWORK ................................................................................................................ 31

APPENDIX C: HSIA TERMS & DEFINITIONS ........................................................................................................... 32

Introduction

IHG Technical Specifications For High-Speed Internet Access – IHG CONFIDENTIAL – Ver. 5 1

1. Introduction High-Speed Internet Access (HSIA) is no longer an option but rather a requirement for guests and visitors to our properties. Guests need the Internet for their communication (email and voice), entertainment (Video-on-Demand and gaming), and information needs. The convergence of technologies and the proliferation of residential HSIA have made HSIA the essential service it is today. Therefore, IHG recognizes that being able to access and use the Internet easily influences overall guest satisfaction.

Guests expect:

An affordable, reliable, consistent, and secure connection to the Internet

Things to "just work"

Wireless roaming throughout the property

Consistency in the speed of connection

The HSIA system comprises the Internet data circuit, hardware, software, and support services needed to deliver HSIA to hotel guests and other users who use their own computers or devices in the guestrooms, meeting rooms, or public areas.

1.1 How to Use This Document

The IHG Technical Specification Guide for High-Speed Internet Access applies to U.S. and Canadian hotels. This document defines the minimum requirements and recommendations for the implementation of HSIA across the IHG brands. Unless reference is made to a recommendation, all specifications are requirements. It is designed to:

Ensure that providers of HSIA service comply with the standards of technology for both wired and wireless systems

Protect hotel guests and other authorized Users who access HSIA

Note: This document does not anticipate every contingency for use.

As used in this document, the capitalized term “User” refers to any authorized individual accessing HSIA, such as hotel guests, visitors, and meeting attendees.

This document contains the following sections:

1. Introduction – Provides an overview of the HSIA service.

2. Technical Requirements – Lists the requirements for vendors relative to the HSIA standards.

3. Security – Defines the operating systems, browsers, hardware, infrastructure, wired and wireless standards, bandwidth management, and networking solutions required to enable and to support HSIA.

4. Vendor Qualification and Agreement – Highlights the HSIA security issues for port-to-port and private network use.

5. Vendor Requirements for Service Level Agreement (SLA) – Describes the HSIA features (for example, collateral and Web pages) that apply to guest and non-guest users.

Appendix A – Contains a table listing HSIA requirements in condensed form.

Appendix B

– Contains a diagram of a HSIA Network

Appendix C

– HSIA terms and definitions

Introduction


1.2 Basic Functionality

HSIA must not cause interference or degradation of service when used simultaneously with other services such as VoIP, VoD, or cause RF interferences (e.g., to cordless phones) within the hotel.

1.3 Compatibility of Operating Systems and Browsers

HSIA must be fully compatible and certified for use on computers using any operating system (OS) that supports TCP/IP connectivity.

HSIA must fully support Internet browsers.

1.4 Collateral

The HSIA vendor must provide, at the property’s option, access to appropriate literature, such as:

User manuals

Tent cards

Other advertisements

Such materials must:

Be professionally prepared

Be prominently displayed on the work desk if permitted by brand standards

Clearly advertise the service, service features, instructions, and support information for HSIA, including the toll-free support number

The property must ensure that all advertising and in-room collateral material developed for the property by the vendor is compliant with IHG brand standards.

If such materials are included with the system at no charge, an itemized list of the types and quantities of such items must be provided.

If replacement or additional materials are available, itemized materials and costs (if any) must be provided.

Introduction


1.5 Launching HSIA

The log-in procedure must require no more than three steps for Users to obtain Internet access. The mandatory, IHG-approved “Terms of Use of Internet” language must be provided. This language may be (1) embedded in the brand-specified Start Page, or, alternatively, (2) it may be provided on a separate, unique page.

(1) If the “Terms of Use of Internet” language is embedded in the Start Page, when the Web browser is launched, Users must be directed to the Start Page. From the Start Page, Users must be provided the option to accept the “Terms of Use of Internet.”

(2) If the “Terms of Use of Internet” is provided on a separate page, such separate page must not provide any information other than the IHG-approved “Terms of Use of Internet” language, and such page shall not be considered one of the three steps of the log-in procedure. From this separate page, Users must be provided the option to accept the “Terms of Use of Internet.”

In either scenario, Users must accept the “Terms of Use of Internet” before continuing the process of accessing the Internet.

All elements must be optimized for a 1024 x 768 resolution without the need to scroll the Web browser.

1.6 Plug-and-Play Solution

HSIA must be a plug-and-play solution, such that Users must not have to:

Install additional software or software drivers

Reconfigure the network settings on their laptops

Users must be able to obtain Web access if:

Laptop is set to DHCP, or Obtain and IP Address Automatically, or if an IP address is statically configured.

Laptop is set either to obtain DNS settings automatically, or if the DNS setting is statically configured.

User has any proxy setting configured in the Web browser. This includes no settings for proxy.

1.7 Changing Settings

It is acceptable to require the User to change settings in order to connect to network services, such as VPN. For example, to obtain a routable IP address, it may be necessary for the User to set the laptop to use DHCP.

1.8 Interface to PMS

The HSIA vendor must support an interface to the PMS for:

Billing options

Guest verification

Introduction


1.9 Billing Options

The Welcome page must either present the billing options on the page itself or have a link to a separate page that displays the options. Internet billing options and rates also must be clearly indicated in hotel’s Guest Services Directory.

Billing options are displayed in either the language selected or English (default).

When appropriate, a mechanism shall be provided for Users to view details of their selected price plan.

1.10 Access Codes

Users in wired and wireless environments must receive an access code for HSIA. The codes should be obtained from the hotel registration desk.

1.10.1 Non-Guest Users

Non-guest Users must have an access code to access the Internet for any wired or wireless area.

At the discretion of the hotel, the hotel may charge non-guest Users for Internet services in accordance with brand standards.

1.10.2 Changing Access Codes

Access codes must be changed weekly.

1.11 Portal Facility

HSIA must include a portal facility, consisting of, at a minimum:

Start/Welcome/Launch page (mandatory if Users pay for access, optional if they do not)

Log-in/Access page

Splash/Landing page

The vendor must allow the property to accept or to decline the inclusion of specific portal content, such as:

Static concierge information

Local property information

Local and national content

Advertisement areas

1.11.1 Start/Welcome/Launch Page (per brand standards)

Upon connecting to the HSIA network via wired or wireless connection, Users should be presented with a Welcome page that complies with the applicable brand standard.

The Start/Welcome/Launch page is the first page that Users access. It displays:

Usage fees, if applicable

o User billing options and acceptance button must be displayed.

Introduction


o For a User who is a guest, charges for use are billed automatically to the guest's folio through the PMS interface.

o For a non-guest User, charges for use normally are billed manually through the PMS system to a non-guest User folio at the front desk.

Service options

Optional advertising areas

Property branding

After a session has ended (for example, because a time-out has occurred or the browser has been closed), Users should be redirected to the Welcome page.

Users should have the ability to select the language in which this page is displayed.

1.11.2 Log-in/Access Page (Required)

When accessing via meeting room or public (non-guest room) wireless, HSIA must present Users with a Log-in page that requires entry of an access code.

This page displays a link to:

IHG-approved “Terms of Use of Internet”

1.11.3 Splash/Landing Page (per brand standards)

This page contains Corporate (IHG) or property (brand) information.

Brand Web Page

eHost® (Example; applicable to Holiday Inn and Holiday Inn Express hotels)

Property Reservations Page

Property Website

1.12 Content Management

The HSIA vendor must be capable of providing Web-based interface for the hotel to update and replace content. The interface should be secured with access maintained and controlled by either the hotel or HSIA vendor.

1.13 Control of Content and Guest Acceptance

IHG shall have the right to exercise control over any content displayed or otherwise made available to Users via the hotel Welcome, Log-in, or Splash pages through any HSIA implementation, including but not limited to the authority to require the removal of any content that promotes non-IHG branded hotels outside IHG. This includes but is not limited to:

Inappropriate use of logos

Registered trademarks

Illegal activities

For Users to have a consistent user experience, properties are required to employ the content and order (designated by the brand) of the following pages:

Start/Welcome/Launch page

Introduction


Log-in/Access page

Splash/Landing page

1.14 Interference with Hotel Services and Devices

HSIA must not cause interference or degradation of service when used simultaneously with other hotel:

Services, which include:

o Voice over Internet Protocol (VoIP) o Video-on-Demand (VoD) o Radio frequency (RF)

Devices, which include:

o Cordless phones o Microwave ovens

The property's HSIA equipment must not interfere with external systems.

Technical Requirements


2. Technical Requirements The following sections describe the technical requirements for HSIA. Because the trends in connectivity and applications have changed over time, the HSIA infrastructure should be reviewed every three years to verify it can support these new demands.

2.1 Wired – CAT5e/6 and Optical Fiber

2.1.1 Backbone and Vertical Cabling

Backbone cabling should support 1000 Mbps throughput (Gigabit Ethernet). This can be achieved by using either CAT6 cabling or optical fiber. For redundancy and future requirements, it is advisable that at least one spare cable is laid to each floor in case there is damage to the cable. Cable that runs longer than 100 meters must use fiber.

2.1.2 Horizontal Cabling

For new properties, CAT5e should be the minimum standard used for horizontal cabling supporting a minimum throughput 100 Mbps (fast Ethernet).

CAT6 is a more future-proof option and should be used if the cost is justified.

All cabling, including their termination points, must be certified to their respective standards.

2.1.3 Labeling Cables, Patch Cords, and Face Plates

Labeling cables, patch cords, and face plates should follow industry standards. For more information, see the TIA/EIA 606A Infrastructure Labeling Standards.

2.2 Wireless Requirements

IHG recommends that rooms be fitted with one wired point and wireless access.

2.2.1 Wireless Protocol Standards

Wireless Access Points (WAPs) deployed must conform to a minimum of 802.11g standard. Vendor must ensure that all WAPs installed do not exceed the Equivalent Isotropically Radiated Power (EIRP) regulations for their respective countries.

2.2.2 Minimum Acceptable Signal Strength

A wireless hotspot, or a location where wireless Internet access is available, must have signal coverage of at least -70 dBm.

2.2.3 Roaming between WAPs

For Users who are registered guests at the hotel, HSIA must be seamless access between guestrooms and public areas. Session continuity for guest access is desirable, but it is not a requirement.



2.2.4 Installation of WAPs

All equipment must be enterprise class, remotely monitored, remotely managed and configured, and be installed such that they are securely mounted and hidden from public view (to reduce the possibility of theft, tampering, or damage).

Antennas, if exposed, must conform to the aesthetic requirements of the hotel.

All WAPs must be installed in common areas of the hotel with easy access for maintenance and repairs by the contracted service provider.

Internal management of WAP configurations must be password protected and further secured through a Secure Sockets Layer (SSL) connection. Passwords either must conform to IHG Information Security Department Guidelines or follow industry standards for setting strong passwords.

WAPs should be implemented using Power over Ethernet (POE). This will eliminate the need for additional power requirement at the WAP location.

2.2.5 Wireless Encryption

WAPs must provide an unencrypted signal for maximum compatibility with User wireless network adaptors. If an encrypted signal is offered for additional security, it must be offered in addition to the unencrypted signal. Meeting rooms are exempt from this requirement.

WEP Keys (Wired Equivalent Privacy) are not permitted

2.2.6 Wireless Broadcast

Devices must be set to Broadcast the SSID’s

2.2.7 Wireless Access Codes

The property must:

Supply wireless access codes to all Users

Be able to offer access codes for purchase by non-guest Users for use in business center, meeting rooms, or public coverage areas

Access codes are required to be changed weekly.

2.2.8 Wireless Bridge

Wireless-only properties must provide an Ethernet wireless bridge to guests upon request. The minimum number of such devices must be equivalent to 5% of rooms.

The wireless bridge must:

Provide encryption to secure guest traffic between the user device and the WAP

Be seamless for the guest-room User to install, requiring no additional software or reconfiguration to the User’s PC



2.2.9 Wireless Site Survey

The HSIA provider must provide:

Documentation showing that the signal coverage conforms to the wireless HSIA standards.

Certification that the wireless deployment conforms to local regulatory requirements. For example, the wireless signal does not bleed beyond property boundaries.

2.2.10 Compliance with IEEE and ITU

The following table lists the Institute of Electrical and Electronics Engineers (IEEE) and International Telecommunication Union (ITU) compliance requirements for Ethernet, DSL, and wireless connectivity.

Technology Requirement

Ethernet IEEE 802.3 series

DSL ITU G.992 series

Wireless IEEE 802.11 series (Minimum 802.11g)

2.3 Location Coverage

Note: Applicable brand standards determine the brand-specific elements of the following requirements.

HSIA must be accessible in the following property locations:

Guest Rooms – HSIA must be installed in all guest rooms. Connections can be wired, wireless, or a combination of the two in accordance with mandatory system requirements and brand standards.

o Wired – When required, guest rooms must support at least one Ethernet RJ45 connection. o Wireless – When required, the property must provide 100% coverage inside the guest rooms.

Note: Wireless-only properties must provide an Ethernet wireless bridge to Users upon request (see section 2.2.8, "Wireless Bridge").

Public Areas – When required by applicable brand standards, the property must provide 100% coverage to public areas (lobby, restaurant, and other public spaces).

o HSIA in public areas must support a Wi-Fi (high-speed wireless) hotspot that is installed in accordance with these IHG Technical Specifications for High-Speed Internet Access requirements.

o Each User must have an access code to access HSIA.

Meeting Space – The property must provide wired access to meeting rooms. Coverage also can include wireless in accordance with these IHG Technical Specifications for High-Speed Internet Access requirements,



The following table summarizes the required location coverage for HSIA.

Location Media Coverage

Wired 100% Guest Rooms

Wireless 100%

Public Areas (Hotspot) Wireless 100%

Wired 100% Meeting Spaces

Wireless 100%

2.4 Minimum Data Circuit Requirements

The property will provide a minimum of one managed T1 (1.544 Mbps) connection with a minimum of 6 Mbps (DSL, cable) bonded together. Together the bonded circuit will deliver a minimum of 7.5 Mbps of bandwidth to the property.

T1 Cable / DSL Circuit Total

Managed T1 (1.544 Mbps) 6 Mbps 7.5 Mbps

The property will obtain a minimum of 20 public routable static IP addresses from the ISP for use with virtual private network (VPN) access.

Static IP Minimum Requirement

20 Static Public Routable IP

Note: These requirements do not incorporate IPTV solutions.

This requirement may be further reviewed based on local market availability of broadband services (for example, in the case of hotels in rural areas).

2.4.1 Multihoming Solution

Properties must implement a Multihoming solution, that is, having multiple combined (bonded) connections/circuits (T-1, DSL, and/or cable) to the Internet. Multihoming provides for redundancy and backup in case of Internet service disruption.

2.5 Bandwidth Management

Note: Bandwidth usage should be reviewed with the hotel’s HSIA provider on an annual basis.

2.5.1 Bandwidth Shaping

HSIA shall enable the hotel to give a higher priority to HTTP (Web surfing), POP3 (email), or any other network protocol. This ensures that basic Internet functionality is preserved even when the bandwidth is utilized fully.



2.5.2 Varying the Bandwidth Use of Guests

HSIA shall enable the administration of:

The identification of Users who are consuming disproportionately large amounts of bandwidth

The ability to limit such Users’ bandwidth use accordingly

Properties must work with their HSIA provider to establish per-User bandwidth limits to ensure that:

A few Users do not monopolize the hotel’s entire bandwidth

The User experience is consistent

Bandwidth reports from the HSIA vendor are provided to the hotel for review.

Regulated access is provided to questionable adult, bit-torrent or illegal sites

2.6 Proxy Server

2.6.1 Maintaining Web Proxy Server Log Files

HSIA must be able to log the following information:

Date/Time users log on and off system

Originating IP address

MAC address

Originating room/port ID

URL

Regulatory standards determine the log retention policy.

2.6.2 SSID Naming Convention

A consistent naming convention is required to limit User confusion when connecting to the WAPs. All service set identifiers (SSID’s) are identified per brand standard.

Note: Please refer to applicable brand standard requirements.

2.7 VPN Support

The HSIA vendor must have full support for VPN client pass through.

2.7.1 Supported VPN Protocols

HSIA system must support VPN connectivity through leading software clients, such as common client and firewall software that may be installed on guest devices. Standards-based VPN connectivity must also be supported, including:

Microsoft Point-to-Point Tunneling Protocol (PPTP)

IP Security (IPsec)

Layer Two Tunneling Protocol (L2TP)

Secure Sockets Layer (SSL) VPN

To support guest VPN connections, HSIA must be able to allocate static IP addresses for use by those VPN connections.



2.7.2 Troubleshooting VPN Connections

Troubleshooting user VPN connections must be provided via the toll-free support line, and static/public IP addresses must be available where necessary to facilitate user VPN connections.

2.7.3 VPN Client Certification

Periodically, major clients will request the property to certify their VPN technology to work with the HSIA system. The HSIA vendor should, upon request from the property, perform certification testing within 90 days of said request.

2.8 Network Routing

2.8.1 Network Address Translation (NAT)

HSIA must provide support for Network Address Translation (NAT), an Internet standard that enables a LAN to use one set of IP addresses for internal traffic and a second set of addresses for external traffic, providing a type of firewall by hiding internal IP addresses.

2.8.2 Authentication Gateway / VBN Server

The Authenticating Gateway/Visitor-Based Network (VBN) server will auto-sense static IP addresses for VPN access. The server must provide:

SMTP routing

Outbound spam control

Limit users' bandwidth if device supports Bandwidth Management.

Terms of Use (content and disclaimers) to Users

Wireless access codes with time limitations for User access

Multihoming device to bond circuits and increase bandwidth, if device support Multihoming.

If required, the server must interface with the Property Management System (PMS) for:

Billing

User authentication



The server must be comprises of the following components:

Component Requirement

Hardware Rack Mounted

Server Operating System Server

PMS Support Optional1

PMS Interface Optional1

Number of User Licenses To Accommodate Maximum Number of Users

Static IP VPN/User Requests

VPN Support Required

Virtual LAN (VLAN) Support Required

Brand Page Landing Page

Anti-Virus Server Software For Server Protection

Access Code Generation For All Users

2.8.3 Dynamic Host Configuration Protocol (DHCP) Support

HSIA must provide support for Dynamic Host Configuration Protocol (DHCP) using both private and public address space. DHCP is a protocol that:

Assigns dynamic IP addresses to devices on a network

Simplifies network administration, because the software keeps track of IP addresses rather than requiring an administrator to manage the task

Simplifies the experience for Users so they do not need to reconfigure their devices as they move from one location to another

2.8.4 Proxy Address Resolution Protocol (ARP) Support

HSIA must provide support for Proxy Address Resolution Protocol (ARP) which allows the User to access the Internet with any configured IP address and default gateway configuration. Proxy ARP accomplishes this by masquerading as the default gateway.

This feature is important for Users with corporate laptops in which the IP address is statically configured. Users may not have administrative access to change it.

2.8.5 Protecting Against Denial-of-Service (DoS) Attacks

The HSIA system must:

Automatically detect virus attacks

Block the PCs sending out the attack on the network

1 For example, Opera PMS currently supports over 50 in-room Internet systems. Check with your HSIA and PMS vendors to confirm the requirements for the system to be installed.



Alert technical support

2.8.6 Automatically Redirecting the URL

HSIA must redirect a User’s initial Web browser request to a specific URL.

2.8.7 Transparent Web Proxy

HSIA must transparently redirect Users to a Web proxy; i.e., it must do so without Users having to manually configure a Web browser proxy setting.

2.9 Property Management System (PMS) Support

HSIA must be able to support automated posting of HSIA charges to the property PMS system. The PMS system must be capable of verifying bills generated by the HSIA system within 90 seconds of posting.

2.9.1 PMS Billing (Not Required if HSIA is provided free of charge for all Users)

HSIA must be able to perform the following tasks:

Detect connections and disconnections within three seconds of the event

Generate reports by department (guest room, meeting room, business center, and so on)

Handle taxes

Transaction time-out processing (night-audit mode)

Allow the User to select a premium billing plan (Tiered Billing) where more bandwidth can be allocated

Post to a guest folio

Note: Hotels that charge HSIA access for non-guest Users, hotels must have a process in place to capture payment for HSIA services. .

2.10 Flexible Administration Interface

HSIA must enable or support:

Different levels of administrative rights to different groups of Users

Creation of user groups to which a set of administrative privileges can be assigned

2.11 Hardware Requirements

Equipment in Main Distribution Frame (MDF) or Intermediate Distribution Frame (IDF) or rooms must be rack-mounted.

2.11.1 Vendor Responsibilities

The HSIA vendor must:

Detail all proposed equipment (hardware, software, and operating system).



Provide an estimate of physical space required for each MDF and IDF.

Recommend an inventory of on-site spares and User device rentals (if applicable) to expedite repairs and provide service to Users.

Propose uninterruptible power supplies (UPS) for all included equipment.

Provide documentation describing all equipment, wired and wireless, used in the system, including:

o Network diagram o Port mapping o Connection guides o Equipment labeling

2.11.2 Disk Redundancy

If the VBN server platform is hard-disk based, it must support Redundant Array of Independent Disks (RAID).

2.11.3 Power-Supply Redundancy

The VBN server platform must support redundant power supplies.

2.11.4 Managed Switches

All switches must have the capability to be managed remotely to each individual port with the following features:

Simple Network Management Protocol (SNMP) monitoring

VLAN Support

Port protection

2.11.5 Regulatory Compliance

All equipment installation must be in accordance with the current regulations of the local electrical inspection department and any relevant municipal ordinances.

All installed equipment must comply with Underwriters Laboratory Standards (“UL Standard”). The service may also comply with FCC requirements Part 68 and Part 15, which regulate connecting to the US telephone network and unlicensed RF devices.

2.11.6 Reviewing Hardware

Taking advantage of new Internet technologies and applications may necessitate upgrading system equipment. Therefore, all HSIA equipment should be reviewed every three years. Equipment includes:

Routers

Switches

Servers

Software

WAPs

Wiring infrastructure

Internet circuit and bandwidth capacity (Yearly)

UPS’s (Battery Backup’s)

Security


3. Security

3.1 Port Security

The HSIA vendor must enable port security on all ports in each hotel installation. This measure prevents Users from viewing the traffic of other Users using the high-speed network in the hotel. Data traffic to and from each User is kept private and isolated from other Users. This feature is also known as room-to-room security.

Port security also must be implemented on wireless. That is, a wireless User should not be able to browse open file shares on another User's laptop.

The HSIA system must include wired and wireless security providing the following protections:

Room-to-Room

Users in guest rooms shall not be able to access or to view the computers, data, or network of other Users in different guest rooms through the HSIA network.

User-to-User

When Users are connected through the same WAP in a Wi-Fi HSIA environment, Users shall not be able to access or to view the devices, data, or network of other Users of that WAP.

Hotel-to-Room

Hotel staff shall not be able to access or to view the computers, data, or network of Users in the guest rooms through the HSIA network.

Internet-to-Room

Users on the Internet shall not be able to access or to view the computers, data, or network of other Users in the guest rooms through the HSIA network.

Room-to-Hotel

Users in guest rooms shall not be able to access or to view the computers, data, or network of the hotel LAN through the HSIA network.

Property-to-Property

Users at one property shall not be able to access or to view another property’s computers, data, or network through the HSIA network.

Internet-to-Hotel

Users on the Internet shall not be able to access or to view the computers, data, or network of the hotel LAN through the HSIA network.

Public-Areas-and-Meeting-Rooms-to-Guest-Rooms

Users in public areas or meeting rooms shall not be able to access or to view the computers, data, or network in guest rooms through the HSIA network.

Meeting-Rooms-to-Meeting-Rooms

Users in one meeting room shall not be able to access or to view the computers, data, or network of Users in another meeting room through the HSIA network.

Security


3.2 Protecting Equipment

All hardware must be located in secured locations and not visible to the public.

Management of all equipment, including WAPs, must be protected by network Access Control Lists (ACL) and passwords. All passwords for equipment must be changed from manufacturers' default.

Where Hypertext Transfer Protocol (HTTP) is used for equipment management and configuration, HTTP sessions must be secured through Secure Sockets Layer (SSL).

Wireless bridges must:

Be secured against user tampering or reconfiguration

Require no software to be loaded or changes to a user’s network configuration

Generally be “plug and play”

Using Secure Shell (SSH) to provide encrypted and secure remote log-in for equipment management is recommended but not required.

3.3 Authenticating Users

HSIA must have the ability to securely authenticate use by authorized Users regardless of the fee structure or billing options (including no cost and/or public access).

Important: All Users’ access to the system must

be via access codes. The access codes must be changed on a weekly basis.

3.4 VLAN Support

Each guest room and individual switch port must be configured with a separate VLAN to ensure:

Isolation of network traffic

Room-to-room security

The hotel and guest networks should be physically separated as follows, however, if they share the same physical infrastructure:

Hotel and guest networks must be on separate VLANs.

Traffic must be regulated by a firewall.

HSIA must support the ability to enable certain ports to do one of the following:

Be open

Share information and create a VLAN that allows a small group to share information

3.5 Private Network Capability

HSIA must be able to provide private network capability for Users and/or groups of Users requesting the networking of computer devices within the hotel such that the port-to-port security function must be disabled.

3.6 Maximizing Performance

The HSIA vendor must not block any ports or restrict Internet access in an effort to maximize compatibility and performance of guest Internet applications. However, if the HSIA vendor’s monitoring systems detect

Security


suspicious activity, the vendor must take the necessary action to protect the integrity of the network. The vendor also must inform the hotel about any modifications to the normal operating parameters of the HSIA service. Specification of bandwidth management assists in providing a consistent user experience.

3.7 Auditing and Logging

As part of the monitoring procedure, the HSIA vendor must have an intrusion detection system that flags any suspicious attempts to access the HSIA system. All remote log-ins and administrative actions must be logged in the system.

3.8 Remote Access

The HSIA vendor must be able remotely to manage and troubleshoot any problems in the hotel. To maximize security, the vendor must take measures to ensure that remote access is permitted only from pre-selected locations.

3.9 Security Gateway Passwords

HSIA system gateways must be password protected, and gateway passwords must be changed monthly.

Passwords2 either must conform to IHG Information Security Department Guidelines or follow industry standards for setting strong passwords. These standards include the following rules:

Passwords must contain at least:

o Eight characters o One letter (A-Z, a-z) o One digit (0-9)

If this is compatible with your system, passwords must contain:

o Both uppercase and lowercase letters o At least one punctuation mark or other special character ( ! @ # $ % ^ & * ( ) ) o Example: AzZpWm@2

3.10 PCI and PII Data Privacy

The HSIA vendor and property must adhere to all Government and/or industry laws, regulations, and standards, including:

Payment Card Industry-Data Security Standard (PCI-DSS), as may be updated from time to time

Related to Personal Identifiable Information (PII)

When requested, the HSIA vendor must provide proof of compliance.

2 Contracts with ISPs should contain a provision to support the changing of passwords and password management.

Vendor Qualification and Agreement


4. Vendor Qualification and Agreement

4.1 Appointment of Contact Person

The HSIA vendor must appoint a representative to be the primary contact to facilitate communication and coordination with the property.

4.2 Vendor Compliance

The HSIA vendor must comply with the HSIA standards as well as the specifications set forth in this document.

4.3 Agreement

The HSIA vendor must enter into a written agreement with the hotel that covers:

Description of the HSIA services

Compliance to the standards outlined in this document

IHG recommends that the term of contract be no longer than three years.

The contract should have a provision for change in services through technology upgrade throughout the term of the agreement.

4.4 Tiered Billing

Although a tired billing structure currently is not supported in North America, allowing the hotels to charge a premium price for additional bandwidth remains an optional feature, if allowed by individual brand standards.

If the hotel plans to offer tiered billing, then a PMS interface is needed.

Vendor Requirements for Service Level Agreement (SLA)


5. Vendor Requirements for Service Level Agreement (SLA)

The following sections contain IHG's recommendations for the types of issues to be addressed with your vendor in your service level agreement (SLA).

5.1 Support Requirements

5.1.1 Equipment Maintenance

The HSIA vendor should provide on-going equipment maintenance and service.

All included equipment should be enterprise class, remotely monitored, remotely managed and configured, and installed such that they are securely mounted and hidden from public view. All WAPs should be installed in common areas of the hotel with easy access for maintenance and repairs by the contracted service provider.

5.1.2 Internet Availability and Guest Support

HSIA must be available 24 x 7, or "always on."

The HSIA vendor must provide:

Network Operations Center (NOC) support, including 24 x 7 remote monitoring and troubleshooting of HSIA specific equipment and accessibility to the service, including the ability to monitor any port connected in the room to the IP network infrastructure installed at the hotel.

7 x 24 x 365 end-user support for guests, meeting customers, meeting attendees, and hotel staff via a toll-free number. Support must be at no charge to hotel guests. All features and intended uses of the system shall be supported, including but not limited to system access, billing issues, VPN configuration, static and public IP configuration.

Call Center statistics on first call response and resolution times.

A single point of contact to address hotel issues.

Multilingual support.

In addition, the vendor should:

Remotely manage, monitor, diagnose, identify, and resolve majority of system and network issues

Answer 90% of calls within 90 seconds



The following table summarizes the support requirements for HSIA.

Component Requirement

Support 24 x 7 x 365

Phone Number Toll Free

Signage Professionally Prepared

Monitoring Remote Monitoring

Access Points (APs) Remote Monitoring

Ethernet Switch Remote Monitoring

Escalation Procedure Provided by Vendor

5.1.3 On-Site Support

The HSIA vendor should:

Provide on-site maintenance and repair within 24 hours. At a minimum, on-site service should occur during normal business hours using local technicians.

Define SLA terms for break/fix.

5.1.4 System Reliability

The proposed system should not have a single point of failure able to causes an outage of service to 10% or more HSIA accessible guest rooms.

5.1.5 Proactive Monitoring

HSIA vendor should proactively monitor:

Internet WAN connection

Latency

Backbone network

Network Management Server

Billing

Intrusion Detection

Hotels should be able to view the status of the HSIA system in real-time.

5.1.6 Disaster Recovery Plan

The vendor should have a defined disaster recovery plan.

5.1.7 Backup and Restore

To ensure the integrity of the environment and allow for timely recovery in event of any failures, the vendor should back up the following files nightly to a central server:

Configuration files

Log files



Network architecture

Hotel network configuration database, which includes:

o Switches o Access points for wired and wireless solutions

Equipment detail

5.1.8 Loss or Damage

The hotel is responsible for loss or damage of HSIA infrastructure and equipment if it is caused by the negligence or intentional misconduct of the hotel staff.

If the entire system, or a piece of installed equipment, is damaged to a point where complete replacement is necessary but not covered under the warranty or maintenance contract, the vendor will make its best efforts to replace the equipment and/or influence the manufacturer to do so, as quickly as possible. If this cannot be done, vendor will provide and install a substitute system, or equipment, on an interim basis.

The client and the property have the right to be offered, at their option, refurbished parts if installed parts require replacement for repair, provided the specific required part is generally available as a refurbished item.

5.1.9 Maintenance Contract

The vendor will propose a full maintenance contract that will provide pricing to cover all equipment, parts, and labor, after included warranties expire. The vendor may provide options for multi-year discounts or reduced pricing.

5.2 Response Requirements for Vendors

5.2.1 Rack-Mounted Equipment

All proposed equipment to be located in IDF or MDF rooms should be rack mountable in industry standard 19” open frame racks, which also are to be provided and installed by the vendor. If there are any conflicting equipment requirements, they should be detailed by the vendor.

5.2.2 Equipment Detail

Vendor should detail all proposed equipment (hardware, software, and operating system) including:

Network diagram

Manufacturer

Model

Version

Revision

For modular equipment, each proposed module should be similarly detailed. This information should be confirmed and a final list provided prior to system turn up and client acceptance.



5.2.3 Uninterruptible Power Supplies (UPS)

The vendor should propose Uninterruptible Power Supplies (UPS) for all included equipment, sufficient to provide power conditioning, surge protection, and no less than four hours of battery time for all attached equipment.

5.2.4 Space Requirements

For each IDF and MDF, the vendor should provide an estimate of physical space required, including rack space for all equipment and UPS. The vendor also should specify:

Electrical requirements

BTUs produced

Operating temperature

Humidity requirements

5.2.5 Spares Inventory

To expedite repairs and provide service to guests, the vendor will propose a recommended inventory of on-site spares and end user device rentals (if applicable). Costs for on-site spares and rentals, if any, should be listed separately but included in any total costs.

5.2.6 Regulatory Compliance

All equipment installation will be in accordance with the current regulations of the local electrical inspection department and any relevant municipal ordinances, or, at a minimum, the US National Electric Code, or equivalent in the country in which the equipment is installed. All proposed equipment will conform to the applicable UL, FCC (Part 68 for network connectivity and Part 15 for unlicensed RF devices), RFI, EMI, or equivalent standards in the country in which it is installed.

5.3 Terms and Conditions for Vendors

5.3.1 Warranty

The vendor should state the length of the initial included warranty period, including terms and conditions. If the proposed equipment is not uniform as to initial warranty period and terms, then this should be itemized for all proposed equipment.

5.3.2 Maintenance

The vendor should be prepared to document and describe, upon request, their ability to certify, troubleshoot, and manage, both remotely and on-site, the proposed solution(s), including descriptions of:

Personnel

Training and certification

Test and diagnostic equipment

Management utilities

Hours of operation

Trouble ticket system (features and capability)

Escalation policy



To facilitate monitoring and trouble shooting, the system should allow visibility to each IP end device in a room from a remote location (such as the vendor’s Network Operations Center) through either a managed Ethernet port in the room or otherwise.

The vendor should provide complete documentation of the proposed Network Architecture, including all Ethernet switches to be installed.

The core Ethernet switch in the main equipment room should be configured with redundancy for fail-safe operation.

5.3.3 SLA Documents

The vendor should provide any applicable SLA documents detailing:

Acceptable and expected downtime, including scheduled maintenance windows

“Guaranteed” uptime

Mean-Time-to-Repair (MTTR) to fully restore the system

Schedule of credits for levels of downtime exceeding the stated guarantee

5.3.4 Support

The vendor should be prepared to document and describe, upon request, their ability to provide:

Toll-free 24 x 7 end-user support

Remote troubleshooting and management, including support scope

Support information for all hardware, software, and services included in a proposed system should be submitted to the property before system turn up and acceptance.

5.3.5 Escalation

In the event that normal maintenance and support fails to resolve a problem in a timely fashion, the vendor should provide an escalation procedure and guidelines, including contact persons and methods. This information should be submitted to the property before system turn up and acceptance.

Appendix A: Condensed Specifications


Appendix A: Condensed Specifications .

Category Specification Wired Wireless Property Vendor

Vendor Qualification and Agreement

Contact Person HSIA provider must appoint a primary contact.

X

Vendor Approval Provider must comply with HSIA standards before installing products or offerings.

X

Agreement Vendor must be compliant with standards outlined in this document. IHG recommends that terms be no longer than three years.

X

Tiered Billing Ability to charge premiums for additional bandwidth.

Optional Optional


Wired – CAT5e/6 and Optical Fiber

Cable types based on usage and distance.

Cable labeling.

X X

Wired – CAT5e Minimum standard or horizontal cabling supporting 100 Mbps (for new properties).

X X

Wired – CAT5e To be used if cost can be justified.

X X

Wireless Requirements Standard protocols, signal strength, roaming, physical deployment, encryption, access codes, wired-to-wireless bridge availability, site survey, standards compliance

X X X

WAPs 802.11b/g/n standard X X

Signal Strength -70 dBm or greater X X

Roaming Between WAPs

Session continuity is desired but not required.

X X




Hardware Enterprise-grade equipment.

X X

Installation Securely mounted and hidden.

X X

Access Codes Ability to generate. X X

Wireless Bridges Placed in guest rooms upon request. Provide encryption, secure guest traffic.

X X

Wireless Site Survey Provide documentation showing conformity to HSIA standards.

X X

Ethernet, DSL, and Wireless Compliance

Must comply with IEEE and ITU requirements.

X X X

Location Coverage Availability of wired and wireless access by type: guest room, public area, meeting spaces.

100% except public areas

100% X X

Minimum Data Circuit Requirements

Entry level bandwidth provisioned at the hotel level. Multihoming for redundancy.

X

Data Circuit X X X X

T1 1 managed 1.544 Mbps.

T1, DSL, Cable Circuit

6 Mbps minimum additional bandwidth.

Total 7.5 Mbps minimum bandwidth.

Static IP Addresses Minimum 20 public routable.

X X X

Bonding Multihoming solution. X X X

Bandwidth Management

Bandwidth shaping to ensure quality of experience.

X X X X

Proxy Server Log Files Vendor provides IHG with all logs (date/time users log on and off, IP address, MAC address, room/port ID, URL) as requested.

X X X

SSID Naming Convention

Per brand standards. Broadcast of SSID’s, No WEP

X X X




Configuration Management

Billing and bandwidth allocation for events and customer requests.

X X X X

VPN Support Support commonly used corporate VPN solutions (servers and client software).

X X X

Network Routing Support IP address conserving access through techniques such as NAT.

Support various standards-based infrastructure protocols: DHCP, SMTP, Proxy ARP, and transparent Web Proxy.

X X X

SMTP Routing required. X X X

Spam control For outbound content. X X X

PMS Support and Billing

Integration between the HSIA system and the hotel PMS.

X X

Flexible Administration Interface

Provide different levels of administrative rights to different groups.

X

Hardware Requirements

Rack-mounted, enterprise-class equipment.

Detailed proposal. On-site spares.

Redundancy for equipment and power.

Documentation.

Regulatory compliance. Regular reviews.

X X X




Security

Port Security Specify allowed and disallowed point-to-point access within the solution.

X X X

Room-to-Room No access to other guest rooms.

X X X

User-to-User No Wi-Fi access to other devices.

X X X

Hotel-to-Room No access by staff to Users' computers or data.

X X X

Internet-to-Room No access from Internet to guest room.

X X X

Room-to-Hotel No access to hotel LAN.

X X X

Property-to-Property No access from another property.

X X X

Internet-to-Hotel No access from Internet to hotel.

X X X

Public-Area-and-Meeting-Room-to-Guest-Rooms

No access from public area or meeting room to guest room.

X X X

Meeting-Rooms-to-Meeting-Rooms

No access from meeting room to another meeting room.

X X X

Protecting Equipment Physical security, encrypted access.

X X X

Authenticating Users Require user ID and password.

X X X X

VLAN support Isolate User traffic from other User traffic and all internal hotel traffic.

X X X X

Private Network Capability

Allow cross-User network access on a by-request basis.

X X X X

Maximizing Performance

Do not block or restrict Internet access except to protect the integrity of the network.

X

Auditing and Logging Flag suspicious access attempts. Log remote access attempts and administrative activity.

X




Remote Access Support remote management of the HSIA system, but only from pre-selected locations.

X

Security Gateway Passwords

Changed once a month. Minimum 8 characters (example: AzZpWm@2).

X X X

PCI and PII Data Privacy

Comply with these regulations and be able to provide proof of compliance.

X

User Experience

Operating Systems and Browsers

Any PC that supports TCP/IP.

X X X

Collateral Professional, approved materials to be provided for desk or directory in room.

X X

Launching HSIA Clean process for guests to obtain easy Internet access.

X X X

Plug-and-Play Solution No need to reconfigure guest devices for basic access.

X X X

Changing Settings Reconfiguration acceptable for additional features, such as VPN access.

X X X

Interface to PMS User verification and billing through PMS.

X X

Billing Options Welcome page content. X X X X

Access Codes Provide access codes to Users.

X X X X

Portal Facility Hotel-specific Web pages displayed to Users.

X X X X

Start/Welcome/Launch Page

Displays charges, if any, that apply to Users.

X X X

Log-in/Access Page Displays Terms of Use and Privacy Statement.

X X X

Splash/Landing Page Displays IHG or brand information.

X X X




Content Management Allow hotel to manage content within the portal.

X X

Control of Content and Guest Acceptance

Control of portal content by IHG.

X

Interference with Hotel Services and Devices

Must not degrade other services that may share technology.

X X X

Vendor SLA Requirements

Support Requirements Maintenance, availability, guest support, backup and restore.

X

Internet Availability Available 7 x 24 x 365. X

Guest Support Available 7 x 24 x 365 via a toll-free number.

X

On-Site Support Available within 24 hours.

X

Response Requirements for Vendors

Rack-mounted equipment, detailed bill-of-materials, power redundancy, environmental parameters, space needed, spares inventory, regulatory compliance.

X

FCC Compliance Part 68 (network connectivity) and Part 15 (unlicensed RF devices).

X X X

Terms and Conditions Warranty, maintenance, SLA documents, support, escalation.

X

Appendix B: Typical HSIA Network


Appendix B: Typical HSIA Network

Internet

VBN (Vis i t or Based

Net w ork Server )

Bandw id t h Managem ent

Devic e $3,500+

T1 (1.54Mbs)

DSL / Cable (6 .0Mbs)

Firewall

Public Space / Wireless

Meeting Space / Wired and/or Wireless

Guest Rooms / Wired and/or Wireless

Appendix C: HSIA Terms & Definitions



GLOSSARY AND ACRONYMS

Bandwidth: Size of Circuit provided by Telco or Cable Company

Bandwidth Management: The process of measuring and controlling the communications (called traffic, or packets) on a data network, to avoid filling and overfilling the HSIA network. Filling or overfilling the HSIA network results in network congestion and poor performance. When network congestion occurs, Users experience slow performance, and the quality of service deteriorates. This creates such issues as queuing delays, packet loss and/or blocking of new connections. On an HSIA network, as many Users as possible are allocated bandwidth at levels which exceed dial-up connection speeds, even during peak usage. Additionally, bandwidth management has the capability to block bandwidth intensive applications, so that such applications cannot use disproportionate amounts of network resources and deprive regular users from a better Internet surfing experience. Such applications can be selected by hotels and/or their ISPs.

Broadband: Is the term used interchangeably with high-speed Internet access.

Cat 5e - Category 5e Cable: Type of Ethernet cable used to carry Data and voice. This is an enhanced version of Cat 5. Although 1000 Mbps was designed for use with Cat 5 cable, the tighter specifications associated with Cat 5e cable and connectors make it an excellent choice for use with 1000 Mbps. Cables are still limited to a maximum of 100 m (328 ft) in length (normal practice is to limit fixed ("horizontal") cables to 90 m to allow for up to 5 m of patch cable at each end).

Cat 6 - Category 6 Cable: This cable standard for Gigabit and other protocols that is backwards compatible with the Category 5/5e cable standards. The cable standard provides performance of up to 250 MHz and is suitable for 10/100/1000 Mbps.

Firewall: System designed to prevent unauthorized access to or from an internal private network.

Gateway Server: The server that controls guest access and experience for connecting to the Internet

HSIA: High Speed Internet Access

Infrastructure: Refers to the wiring in the hotel used for Data/Voice/TV

ISP: Internet Service Provider – AT&T, Verizon, etc. It is the company that provides access to the Internet

LAN - Local Area Network: Computer Network covering a small geographic area, like a home, office, or group of buildings (e.g. a school). The defining characteristics of LANs, in contrast to wide-area networks (WANs), include their much higher data-transfer rates, smaller geographic range, and lack of a need for leased telecommunication lines. Ethernet over unshielded twisted pair cabling, and WiFi are the two most common technologies currently comprising the LAN.

Multihoming: A cost effective technique to increase the reliability and performance (bonding) of the Internet connection. The server has multiple interfaces and each interface has one, or more, IP address(es). If one of the links fails, the associated IP address becomes unreachable. Through multihoming, the other IP address(es) will still work. Bonding allows for



the aggregation of multiple ports into a single group, effectively combining the bandwidth into a single connection.

SSID: Service Set Identifier – Common Name Given to Wireless Access Points (WAP)

Structured cabling: Building or campus telecommunications cabling infrastructure that consists of a number of standardized smaller elements (hence structured) called subsystems. Technological convergence is the tendency for different technological systems to evolve towards performing similar tasks.

WAN - Wide Area Network: WANs are used to connect LANs and other types of networks together, so that users and computers in one location can communicate with users and computers in other locations. Many WANs are built for one particular organization and are private.

WAP: Wireless Access Point