Negotiating the Internet: Equipment and Beyond

1. Negotiating the Internet:Equipment and Beyond David Bankowski IT Manager, Electronic Communications 25 July 2008 Insert graphic

2. Agenda • Understanding Hotel Data Services • Wireless Networks – Things to Think About • Negotiate to Conference Requirements • Support

3. Understanding Hotel Data Services • Internet Services • Some hotels may have one network supporting staff, guests, and conference attendees • Typical guest and hotel staff usage peaks are at different times of the day • Hotels will have just enough bandwidth to support “typical event” requirements • Typical event is defined as classroom or theater style with some Kiosk providing general-use internet • Hotels generally do not provide QoS (Quality of Service) of Internet bandwidth • Example: A hotel has a total of 4.5 Mbps Internet bandwidth • If several hotel guests are downloading videos or large files, the conference may be impacted by the shared service • Most hotels are 2-5 years behind in networking technology

4. Understanding Hotel Data Services • Knowledge of IT Services • Hotel sales representatives generally do not understand technology questions • It is always best practice to ask for the IT service provider contact information to discuss the hotel’s network in detail to review items such as: • Number of users accessing the network at one time (peak performance) • Time of day for peak network access • Potential issues to address in advance • Hotels generally outsource IT services • Know who your hotel’s IT service provider is • IT service providers such as iBahn or Guest-Tek provide enterprise levels of infrastructure and service • Some hotels use local IT service providers that may be small in size which may mean economy or consumer grade infrastructure and support

5. Understanding Hotel Data Services • Other Items • Convention Centers will generally have a higher grade infrastructure and support service over smaller hotels • Cell phone coverage may be spotty in some areas of hotel or convention center • May affect those that use Blackberry or Broadband Wireless cards with their laptops for Internet access • Have table areas set up for attendees that have power strips for time in-between conference sessions

6. Wireless NetworksThings to Think About • You must understand how the wireless network is designed • Separate or shared service between guest rooms, public areas, and conference areas • What areas are covered by the access points • What is the contingency in case of access point failures • How many access points are available in the meeting space • 30-40 users can saturate an enterprise grade WAP with general internet access • 15-20 users can saturate an enterprise grade WAP with local file sharing/in-room servers • Are the access points configured for optimal coverage • Multiple access points on the same channel provide no more capacity than a single access point • Is the wireless network secured or unsecured • Multiple events may provide potential security breaches

7. Negotiate to Conference Requirements • Initial RFQs or RFPs should include all anticipated data services • Wireless, video conferencing, VPN, electronic surveys, computer kiosks, Internet connectivity • Allows the event planner to negotiate with the hotel prior to signing a contract • Focus on reducing or eliminating wireless Internet charges • Never pay for both guest room and conference area wireless Internet access • Some hotels share the same network between guest rooms and conference areas-why pay more for the conference area? • Plan to use services of other events in a similar timeframe • Example: 12Mbps of dedicated Internet access will be installed for a conference the week before, can we use that same service for our event? • Remind the hotel that filling room space is the real revenue generator • Focus on reducing the hotel’s percentage of the markup of the data services

8. Negotiate to Conference Requirements • Before signing any contracts • Make sure you have agreed to a cost of data services that will not be exceeded, especially if the contract is being signed 3-10 years in advance of a conference • There must be a clause to renegotiate data services as the event approaches • Can you predict where the technology will be in 5-10 years or the cost of it? • What is the hotel provided state of the art services at contract signing time, but doesn’t upgrade the services between the contract signing and the actual conference? • If you are not comfortable in understanding any technology offerings, have someone review them

9. Negotiate to Conference Requirements • To get dedicated or priority service, expect to pay a premium • Dedicated services are only used by the conference and may not use the hotel network, but directly connect to an Internet service provider • Priority services may mean hotel network services may be guaranteed to a minimum level • Increases management of the service by the IT service provider • Try to understand the attendee’s technology profile • Are most carrying laptops or Blackberry/iPhones? • Will the expect VPN or email (SMTP) services? • Understand what is covered in the data services, especially if you are supplying your own wireless network equipment

10. Negotiate to Conference Requirements • Must have a vision into the future, especially if the contract being negotiated for an event is 5+ years out • Technology changes every 18 months • Set limit on data services cost within the contract with a renegotiation clause • Internet access costs will continue to come down • In 2005 the IEEE Operations Center paid $21,000/month for dedicated Internet access of 90Mbps through two providers • In 2007 the IEEE Operations Center paid $20,000/month for dedicated Internet access of 160Mpbs

11. Support • During an event, make sure you fully understand the support structure • Venue’s assigned on-site technical support person may still need to contact the Network Operations Center services provider located in another city • What contingencies are in place for service failure? • Keep track of the downtime and, upon conclusion of the event, review with your convention service manager for a reduction in total fees due for the service • What are the Service Level Agreements (SLA)? • May differ during normal business hours and weekends • Hire local IT services

12. Support • Use a professional service to assist in the planning of the event • IEEE Meeting & Conference Management • Negotiate about 2-3 contracts per month of varying size and scope for usage of data services • Look for a subject matter expert within the conference committee that can provide insight into data services and/or negotiating contracts