03 - Internet and WiFi Standards 2016

INTERNET & WIFI
Standards
2016
Internet & Wifi - Standards 2016
TABLE OF CONTENTS
1. INTRODUCTION 3 3.3. Broadband Access 23 5. STAFF WIFI 53

1.1. Introduction 4 3.4. Customer Payment Methods 24 5.1. Main Technical Requirements 54
1.2. Standard By Brand 5 3.5. Connection To PMS 26 5.2. Actions List 55
2. SUMMARY OF FUNCTIONAL 6 3.6. Customer Configuration 27 5.3. Internet Lines 56
REQUIREMENTS 3.7. VPN 30 5.4. Configuration Details For WIFI Supplier 60
2.1. Internet Connections & Capacity 7 3.8. Service Access Limitation 31 5.5. Description Of Required Service 61
2.2. Customer Access: Pre-requisites 9 3.9. Service Features 32 5.6. IP Standards AccorHotels - Staff WIFI 62
2.3. Access In Rooms 14 3.10. POS HSIA Marketing Information 33 5.7. System Overview 63
2.4. Access In Communal Areas 15 4. TECHNICAL ARCHITECTURE 34 5.8. Configuration Of SSID 65
2.5. Access In Meeting Rooms 16 4.1. Technical Architecture 35 6. APPENDICES 66
3. INTERFACE AND CUSTOMER 18 4.2. Security 37
EXPERIENCE 4.3. Legal Compliance 46
3.1. Interface 19 4.4. Bandwidth And Internet Access 47
3.2. Customer Experience 20
ACCORHOTELS | Digital Services - Internet & Wifi - Standards 2016 2016 | 2

1
Introduction

Introduction
1. INTRODUCTION INTRODUCTION CONFIDENTIALITY NOTICE
1.1. Introduction
1.2. Standard By Brand This document sets out the standards for design This document contains trade secrets and other
and implementation of AccorHotels Internet and confidential and proprietary information of
2. SUMMARY OF FUNCTIONAL REQUIREMENTS WiFi Systems. These must be used for all AccorHotels. Accordingly, this document is
3. INTERFACE AND CUSTOMER EXPERIENCE renovation projects and new build hotels, the confidential and is intended solely for the
standards are applicable to all hotel brands information of the individual or
4. TECHNICAL ARCHITECTURE
within the AccorHotels portfolio. It is also
5. STAFF WIFI intended as a guide which must be adhered to in entity to which it is delivered by or on behalf of
order to provide installations which meet the AccorHotels. By accepting a copy of this
6. APPENDICES document, the recipient agrees not to copy,
requirements of the AccorHotels Digital Services.
distribute or otherwise disclose this document or
It is the responsibility of Digital Services to set its contents or any other related information to
and publish the global IT standards, while the any other individual or entity without the prior
Regional IT Department in each country is written consent of AccorHotels, and to return or
accountable for ensuring that they are destroy, as applicable, this document to
implemented correctly. They will also work with AccorHotels upon request.
carefully chosen preferred partners who are fully
versed with these standards to carry out
installation.
These standards will be updated every year at
the end of January to ensure that the technology
deployed by AccorHotels will keep pace with new
developments in this area.

Introduction
STANDARDS BY BRAND
1. INTRODUCTION
1.1. Introduction
1.2. Standard By Brand
Communal Areas a a a a a a a a a
2. SUMMARY OF FUNCTIONAL REQUIREMENTS
3. INTERFACE AND CUSTOMER EXPERIENCE Standard Rooms a a a a a a a a a

COVERAGE
4. TECHNICAL ARCHITECTURE Superior Rooms, Suites, etc. a a a a a a a a a
5. STAFF WIFI
Meeting Rooms a a a a a a a a a
6. APPENDICES
WiFi a a a a a a a a a
TECHNOLOGY
Wired Access in Room a OPTIONAL a OPTIONAL OPTIONAL x x x x
COMMERCIAL
OFFER
Bandwidth Management a a a a a a a a a
• Consulting Webmail
INITIAL PACK -
• Email with large attachment
FREE
Free Up To 512
• Unlimited data transfer a a a a a a a a a
• Network connection via VPN
Kbps Per User
• Internet browsing
• Streaming
• Downloading videos and music
OPTIONAL SERVICES EXAMPLES:
PREMIUM PACK -
• Printing via Print Me or
PAID
Printer On
Minimum
• A package of free services
OPTIONAL OPTIONAL OPTIONAL OPTIONAL OPTIONAL x x x x
Bandwidth Of
such as: flight info,
1Mbps Per User
international press, local
concierge, can be offered by
the Brand

2
Summary of Functional Requirements

INTERNET CONNECTIONS & CAPACITY
1. INTRODUCTION AccorHotels wishes to provide wireless Internet • X grouped DSL Lines - The solution must offer
2. SUMMARY OF FUNCTIONAL REQUIREMENTS access for all its customers and for certain the option to group and manage at least 4
2.1. Internet Connections & Capacity specific internal purposes across all communal ADSL lines through load balancing. All routers
2.2. Customer Access: Pre-requisites areas in its hotels: 100% of communal areas must be able to aggregate at least 4 ADSL
2.3. Access In Rooms (lobby, restaurants and bars, pool area, beach, connections.
2.4. Access In Communal Areas
resort area, etc.), 100% of rooms and 100% of • Guaranteed Bandwidth lines combined with X
2.5. Access In Meeting Rooms
meeting spaces. grouped DSL lines - This would apply typically
for properties with established
3. INTERFACE AND CUSTOMER EXPERIENCE
INTERNET CONNECTIONS AND CAPACITY seminar/conference business.
AccorHotels requires each hotel to have two • Fibre Optic Connections - This is the preferred
5. STAFF WIFI internet connections from different providers. connection method for all properties where
available and affordable.
6. APPENDICES
Internet services will be shared between the
guest room, public areas and administration The infrastructure at each site (number and
areas, but a dedicated connection must be bandwidth of ISP lines as well as the number of
available to meeting and function spaces. simultaneous connections and the number of IP
addresses available) must be configured in a
Three types of connections are acceptable to scalable manner so that they can be adapted to
AccorHotels depending on the property changing requirements.
concerned:

INTERNET CONNECTIONS & CAPACITY
1. INTRODUCTION The following guidelines apply for the calculation MEETING ROOMS
2. SUMMARY OF FUNCTIONAL REQUIREMENTS of actual (not theoretical DSLAM) bandwidth
requirements: For meeting rooms the minimum bandwidth is 2
2.1. Internet Connections & Capacity Mbps (actual bandwidth, download) per meeting
2.2. Customer Access: Pre-requisites GUEST ROOMS - FREE ACCESS room or per 100 sq meter area of a meeting
2.3. Access In Rooms space. This can be provisioned either through a
2.4. Access In Communal Areas • AccorHotels minimum standard internet public ADSL connection or a guaranteed
2.5. Access In Meeting Rooms bandwidth for free access is 512 kbps bandwidth connection (ADSL, SDSL or fibre) - the
(download) per guest user. Assuming a 50% selection depends on cost and size of meeting
concurrent user base during peak times, a 100 spaces.
4. TECHNICAL ARCHITECTURE room hotel would require:
5. STAFF WIFI o 100x50%x512kbps = 25.6 Mbps
6. APPENDICES download/per hotel
Guest rooms - Premium Service
• AccorHotels minimum standard internet
bandwidth for premium service is 1Mbps
(download) per guest user. Assuming a 50%
concurrent user base during peak times, a 100
room hotel would require:
o 100x50%x1Mbps = 50 Mbps
download/per hotel

CUSTOMER ACCESS: PRE-REQUISITES
1. INTRODUCTION CUSTOMER WIFI ACCESS TYPES.

2. SUMMARY OF FUNCTIONAL REQUIREMENTS Depending on the hotel brand concerned, the customer shall be offered one or two WiFi access methods:
2.1. Internet Connections & Capacity
2.2. Customer Access: Pre-requisites Internet Policy per Brand
2.3. Access In Rooms
2.5. Access In Meeting Rooms Communal Areas a a a a a a a a a
3. INTERFACE AND CUSTOMER EXPERIENCE Standard Rooms a a a a a a a a a
COVERAGE
4. TECHNICAL ARCHITECTURE Superior Rooms, Suites, etc. a a a a a a a a a
5. STAFF WIFI Meeting Rooms a a a a a a a a a
6. APPENDICES WiFi a a a a a a a a a
TECHNOLOGY
Wired Access in Room a OPTIONAL a OPTIONAL OPTIONAL x x x x
COMMERCIAL
OFFER
Bandwidth Management a a a a a a a a a
• Consulting Webmail
INITIAL PACK -
• Email with large attachment
FREE
Free Up To 512
• Unlimited data transfer a a a a a a a a a
• Network connection via VPN
Kbps Per User
• Internet browsing
• Streaming
• Downloading videos and music
PREMIUM PACK - OPTIONAL SERVICES EXAMPLES:
PAID • Printing via Print Me or Printer
Minimum On OPTIONAL OPTIONAL OPTIONAL OPTIONAL OPTIONAL x x x x
Bandwidth Of • A package of free services such
1Mbps Per User as: flight info, international
press, local concierge, can be
offered by the Brand

1. INTRODUCTION The solution must be capable of switching to • Each Brand shall be free to set its own free
2. SUMMARY OF FUNCTIONAL REQUIREMENTS dual-offer mode with a dual-offer bandwidth provision pricing policy, and to amend this
2.1. Internet Connections & Capacity management facility (standard-bandwidth access policy during the term of the contract
2.2. Customer Access: Pre-requisites and broadband access). The switches installed (consistent pricing policy across all hotels
2.3. Access In Rooms must be compatible with bandwidth under the same brand).
management.
• Bandwidth management: the bandwidth must
2.5. Access In Meeting Rooms Standard-bandwidth access shall be provided be capped in order to ensure that all
3. INTERFACE AND CUSTOMER EXPERIENCE free of charge to the customer. customers have sufficient Internet access, by
sharing the available bandwidth between all
4. TECHNICAL ARCHITECTURE The bandwidth shall be set initially to a minimum users (configurable cap, set to 512 kbps by
of 512 kbps per user, for all sites with single-offer default).
5. STAFF WIFI
access and for standard-bandwidth access at sites
6. APPENDICES with dual-offer WiFi access. For brands or Establishments that have opted for
dual-offer WiFi access:
The contract manager in each country may revise
the bandwidth per user (generally upwards) Since AccorHotels wishes to retain full control of
during the term of the contract, at no additional its commercial policy, each Brand and/or the
cost to the establishments, in response to country concerned shall set its own broadband
customer demand and/or competitor offers, and access prices and shall be free to amend these
to optimise revenue from broadband provision. prices during the term of the contract.
CUSTOMER WIFI OFFER

For brands or Establishments that have opted for
single-offer WiFi access:

1. INTRODUCTION For brands that have opted for dual-offer WiFi In meeting rooms at hotels with seminar areas
2. SUMMARY OF FUNCTIONAL REQUIREMENTS access: and conference centres:
2.1. Internet Connections & Capacity The pricing policy (free and paid, depending on • 1 separate network for meeting rooms (1
2.2. Customer Access: Pre-requisites bandwidth) shall be set by the Brand (see dedicated VLAN per room managed by the
2.3. Access In Rooms Executive Summary). The Service Provider shall service provider, one public IP address).
2.4. Access In Communal Areas bill the hotel for this service at a fixed monthly
2.5. Access In Meeting Rooms cost. • On request, static IP addresses (at least 5
static IPs) may be allocated to all meeting
spaces.
ACCESS IN THE HOTEL
5. STAFF WIFI The customer must be able to move to different In response to requests from specific
areas without losing his/her session and must be customers, particularly at conference centres,
6. APPENDICES
reconnected automatically when switching the Service Provider will need to assign a
his/her device off and on again. Continuous dedicated engineer to provide on-site service
coverage is provided using a session cookie, throughout the conference. Special service to
which is only possible if the entire hotel is be costed by the Service Provider.
covered by the same provider. Only one WiFi
provider must therefore be used per hotel. The Service Provider shall outline its expertise
in delivering value-added services for confe-
ACCESS IN MEETING ROOMS rence centres (increased bandwidth for one-
off conferences, deployment lead times,
WiFi Internet access shall be provided in all
additional hardware requirements, ability to
meeting rooms and seminar spaces. 100% of
handle separate port addresses, local support,
meeting rooms and seminar spaces. 1 wired
Ethernet socket (minimum) per meeting room
etc.).
(see meeting room standards for each brand).

ACCESS IN ROOMS
1. INTRODUCTION SPECIFIC ARRANGEMENTS PER BRAND:

2.1. Internet Connections & Capacity BRAND WIFI WIRED
2.2. Customer Access: Pre-requisites
2.4. Access In Communal Areas Sofitel
100% of rooms 100% of rooms
2.5. Access In Meeting Rooms Pullman

MGallery In addition to WiFi, a wired network
4. TECHNICAL ARCHITECTURE 100% of rooms
Novotel may also be available, depending on
5. STAFF WIFI Mercure the hotel’s target market.
6. APPENDICES
Ibis –Ibis Styles –Ibis Budget 100% of rooms
No
Hotel Formule 1
Customers shall have Internet access in 100% of the customer mix and the provisions of existing
rooms, and standard-bandwidth access shall be commercial contracts, the hotel type and the
provided free of charge to all customers staying country. These rooms shall be equipped with a
at the hotel. 3m twisted pair (UTP) cable (cable hatch). The
Service Provider shall supply spare UTP cables
ROOMS WITH WIRED INTERNET: throughout the term of the contract.
Some hotels may be able to offer a wired

connection in 20% of rooms. This will depend on

ACCESS IN COMMUNAL AREAS
1. INTRODUCTION CUSTOMERS SHALL HAVE INTERNET ACCESS IN ALL COMMUNAL AREAS:

2.1. Internet Connections & Capacity BRAND WIFI
2.3. Access In Rooms 100% of the property for all brands, including outdoor space for all
2.4. Access In Communal Areas Sofitel properties. (Guest areas and back office areas)
2.5. Access In Meeting Rooms Pullman
4. TECHNICAL ARCHITECTURE MGallery

100% of the property for all brands, including outdoor space for all
Novotel
5. STAFF WIFI properties. (Guest areas and back office areas)
Mercure
6. APPENDICES
Ibis –Ibis Styles –Ibis Budget 100% of the property for all brands, including outdoor space for all
Hotel Formule 1 properties. (Guest areas and back office areas)

ACCESS IN MEETING ROOMS
1. INTRODUCTION INTERNET ACCESS SHALL BE PROVIDED IN ALL MEETING ROOMS AND SEMINAR SPACES.
2.1. Internet Connections & Capacity BRAND WIFI WIRED
2.4. Access In Communal Areas Sofitel
2.5. Access In Meeting Rooms 100% of meeting rooms and
Pullman 1 socket per meeting room
seminar spaces
3. INTERFACE AND CUSTOMER EXPERIENCE MGallery
5. STAFF WIFI
Novotel
6. APPENDICES Mercure 100% of meeting rooms and
Optional: 1 socket per meeting room
Ibis – Ibis Styles –Ibis Budget seminar spaces
Hotel Formule 1
For large Meeting Rooms and all Ball Rooms there should be a minimum of 2 Wireless HD Access points used.

ACCESS IN MEETING ROOMS
1. INTRODUCTION MEETING ROOM SERVICE FOR CERTAIN

2. SUMMARY OF FUNCTIONAL REQUIREMENTS ESTABLISHMENTS:
2.1. Internet Connections & Capacity • 1 separate network for meeting rooms (1
2.2. Customer Access: Pre-requisites dedicated VLAN per room managed by the
2.3. Access In Rooms service provider, one public IP address).
2.5. Access In Meeting Rooms • Provision of at least 5 static public IP
addresses for use within meeting facilities.
In response to requests from specific customers,
particularly at conference centres, the Service
5. STAFF WIFI Provider will need to assign a dedicated engineer
6. APPENDICES to provide on-site service throughout the
conference. Special service to be costed by the
Service Provider.
The Service Provider shall outline its expertise in
delivering value-added services for conference
centres (increased bandwidth for one-off
conferences, deployment lead times, additional
hardware requirements, ability to handle
separate port addresses, local support, etc.).

3
Interface and Customer Experience

INTERFACE
1. INTRODUCTION The customer interface shall be customised

2. SUMMARY OF FUNCTIONAL REQUIREMENTS with the AccorHotels Brand Identity in accor-
dance with its visual identity charter.
3.1. Interface The interfaces shall be customised with the visual
3.2. Customer Experience identity of each brand. Visual identity charters
3.3. Broadband Access are available from the country marketing
3.4. Customer Payment Methods department.
3.5. Connection To PMS
The Service Provider's name may be mentioned
3.6. Customer Configuration
on the home page, but it must be discreet and in
3.7. VPN
line with the visual identity requirements of each
3.8. Service Access Limitation
brand.
3.9. Service Features
3.10. POS HSIA Marketing Information The customer must accept the terms and
conditions of use (T&Cs) of the service before
signing in. These must include an explicit
5. STAFF WIFI disclaimer of the hotel's liability with respect to
6. APPENDICES any events occurring on the network (internal or
external) that may affect the customer's PC, or to
the manner in which the customer uses his/her
PC.

CUSTOMER EXPERIENCE
1. INTRODUCTION Once the customer has signed in, he/she is

2. SUMMARY OF FUNCTIONAL REQUIREMENTS taken to the Internet home page. It must be
possible to hide this page with an AccorHotels
3. INTERFACE AND CUSTOMER EXPERIENCE interface.
3.1. Interface
3.2. Customer Experience For dual-offer access: on the home page, the
3.3. Broadband Access customer selects standard-bandwidth or
3.4. Customer Payment Methods broadband access (the terms and conditions and
3.5. Connection To PMS limitations of these access options shall be
3.6. Customer Configuration explained clearly).
3.7. VPN
3.10. POS HSIA Marketing Information
5. STAFF WIFI
6. APPENDICES

CUSTOMER EXPERIENCE
1. INTRODUCTION Passing customers shall have access to The authentication must be compliant with
2. SUMMARY OF FUNCTIONAL REQUIREMENTS standard-bandwidth WiFi Internet in commu- the local codes.
nal areas, using an authentication system (e-
mail address).
3.1. Interface
3.2. Customer Experience
3.3. Broadband Access
3.4. Customer Payment Methods
3.7. VPN
5. STAFF WIFI
6. APPENDICES

CUSTOMER EXPERIENCE
1. INTRODUCTION FOR STANDARD-OFFER ACCESS: b) Or by selecting to pay online – the solution

2. SUMMARY OF FUNCTIONAL REQUIREMENTS must be certified "PCI DSS compliant"
Where the user selects standard-offer access, (certification to be provided)
3. INTERFACE AND CUSTOMER EXPERIENCE he/she shall enter the information as required by
3.1. Interface law (e-mail address) and may sign in once this c) Or by entering his/her name and room
information has been submitted. Ideally, the number for billing via the AccorHotels-
customer should not be required to use an access approved PMS.
3.4. Customer Payment Methods code. Where such a code is required, however, it The sign-in portal must be provided in at least
3.5. Connection To PMS must be as short (and therefore as user-friendly) three languages (including the local language and
3.6. Customer Configuration as possible. The customer experience must be as English). Ideally, the portal should also be
3.7. VPN simple and quick as possible. available in other languages (German, Spanish,
THE CUSTOMER ACCESSES THE INTERNET Portuguese, Mandarin, Japanese, etc.).
3.9. Service Features SERVICE:
Minimum of 5 languages, 2 of which must be
FREE OFFER: English & local language.
a. By signing in with an e-mail address (for free Ideally, the system should also be able to detect
5. STAFF WIFI
access) the customer's language during sign-in, based on
6. APPENDICES his/her PC's configuration, and display the
b. Email validation may be required – interface in the correct language automatically.
dependant upon the local code The customer must be able to sign in with his/her
PREMIUM OFFER: credentials from any location within the hotel
(room, communal areas, meeting room),
a) By entering the credentials supplied by the irrespective of the chosen access type.
hotel (voucher)

BROADBAND ACCESS
1. INTRODUCTION THE BROADBAND OFFER SHALL INCLUDE THE

2. SUMMARY OF FUNCTIONAL REQUIREMENTS FOLLOWING (MINIMUM REQUIREMENTS):
3. INTERFACE AND CUSTOMER EXPERIENCE • An offer for one hour of Internet access (valid
3.1. Interface for 24 hours)
• A 24-hour offer (valid for 24 hours).
3.4. Customer Payment Methods Other offers, for longer periods of time, may also
3.5. Connection To PMS be available. The hotel shall be able to set its
3.6. Customer Configuration own pricing, and the contract manager must be
3.7. VPN able to configure the price to any value, including
3.8. Service Access Limitation €0.
The hotel may offer paid broadband access free
of charge to certain customer types (via a
4. TECHNICAL ARCHITECTURE voucher issued to the customer or an online
5. STAFF WIFI access code). The interface must include a
"customer code" field in which customers with
6. APPENDICES broadband access included in their package may
enter their code and access broadband Internet
without having to pay (e.g. shared code for all
seminar participants).

CUSTOMER PAYMENT METHODS
1. INTRODUCTION THE CUSTOMER MUST BE ABLE TO PAY FOR via the hotel invoice" option and sign in using
BROADBAND INTERNET ACCESS, WHERE his/her surname and room number.
APPLICABLE
3. INTERFACE AND CUSTOMER EXPERIENCE If the PMS connection is active (see following
3.1. Interface • Via his/her hotel invoice paragraph), a query is sent to the PMS, which
3.2. Customer Experience • Or online when signing into the hotel's then confirms the name & room number
Internet home page. combination. The customer is then able to access
the Internet and will be billed via the PMS. If the
Payment via the hotel invoice: the customer request fails, hotel staff must be able to enable
3.5. Connection To PMS shall have two options: access manually via the PMS (see below).
3.7. VPN 1. VOUCHER FROM RECEPTION
ONLINE PAYMENT
3.8. Service Access Limitation Reception staff must be able to sign into the
3.9. Service Features "Solution" extranet and print off an online The customer must be able to pay for his/her
3.10. POS HSIA Marketing Information "voucher" containing the access codes, which WiFi access online (the full wireless solution must
they then hand to the customer. The receptionist be PCI DSS compliant). The Service Provider shall
may then add the paid Internet cost to the hotel therefore provide the customer with a secure
5. STAFF WIFI invoice manually using the hotel's property payment interface. All amounts paid should
management system (PMS). ideally be paid directly to the Establishment's
6. APPENDICES
account or, failing this, to the Service Provider.
2. PMS INTERFACE In the latter case, the Service Provider shall
transfer the funds due to the Establishment on a
A PMS interface (the hotel's front-office system)
monthly basis, including details of the associated
is recommended; this interface must be
connections; the connection information must
compatible with the AccorHotels approved PMS
also be accessible on the reporting extranet (see
systems (FOLS, Opera). When the customer opens
"reporting"). The Service Provider shall specify its
a web browser in his/her room, he/she shall be
commission on such payments as a percentage,
directed to the Service Provider's home page,
where applicable (to cover bank charges only).
featuring the brand's colours (or, for Sofitel, the
hotel's colours). He/she shall select the "payment

CONNECTION TO PMS
1. INTRODUCTION It is recommended that the solution includes a

2. SUMMARY OF FUNCTIONAL REQUIREMENTS two-way interface with the AccorHotels-approved
PMS systems (FOLS and Opera).
3.1. Interface The solution shall describe the application
3.2. Customer Experience protocol used (fields transmitted). It shall
3.3. Broadband Access indicate whether the interface is capable of
3.4. Customer Payment Methods providing other services to the customer or hotel.
For hotels that are equipped with a non-
interfaced PMS, the hotel must have access to an
3.7. VPN
extranet from which a list of customers may be
exported, via a query, for billing purposes.
5. STAFF WIFI
6. APPENDICES

CUSTOMER CONFIGURATION
1. INTRODUCTION The chosen solution must feature interfaces that OPERATING SYSTEMS
2. SUMMARY OF FUNCTIONAL REQUIREMENTS adapt automatically to the digital medium
concerned (responsive interface). The service must be compatible with all
3. INTERFACE AND CUSTOMER EXPERIENCE Operating Systems (OSs) used on different types
3.1. Interface of PC, PDA or smartphone. In particular, it must
TECHNICAL REQUIREMENTS be compatible with at least the following OSs:
3.3. Broadband Access Minimum: PC with wired Ethernet card and WiFi Windows Vista, Windows 7, Windows 8.1 and
3.4. Customer Payment Methods card and an active TCP/IP stack, and a web Windows 10 and all Mac OS versions. It must also
3.5. Connection To PMS browser. Information about the technical be compatible with future versions of these OSs
3.6. Customer Configuration requirements shall be provided to users by the no later than two months after they are released.
3.7. VPN user support service, and shall be available via a The Service Provider must submit a list of
3.8. Service Access Limitation link on the home page. supported OSs.
3.10. POS HSIA Marketing Information PLUG AND PLAY
4. TECHNICAL ARCHITECTURE The service shall be based on a "plug and play"
5. STAFF WIFI model, i.e. the service access portal must load
automatically as soon as the user opens his/her
6. APPENDICES
web browser. The wireless connection shall be
established initially without any configuration
required by the user. This is to ensure that
enterprise PCs with locked system configuration
settings are able to connect to the network (the
SSID is broadcast in cleartext, and the browser's
home page and proxy settings are overridden
automatically for the duration of the WiFi session
in the hotel).

1. INTRODUCTION The service must also be compatible with all IP ADDRESSING

2. SUMMARY OF FUNCTIONAL REQUIREMENTS standard web browsers (in particular Firefox,
Chrome, Safari and Internet Explorer and The service must not require any configuration
3. INTERFACE AND CUSTOMER EXPERIENCE Microsoft Edge). The Service Provider shall supply on the customer's device; as such, the solution
3.1. Interface a list of all browsers supported, including the must handle IP addressing in the following
3.2. Customer Experience names, types and versions. manner:
The "plug and play" type connection must also be • DHCP mode for WiFi access
3.5. Connection To PMS available to smartphone users, and must be as • Static IP mode for wired Internet access (the
3.6. Customer Configuration simple and automated as possible. The Service customer's IP address must not therefore be
3.7. VPN Provider shall provide details of the smartphone modified); the static IP address shall be
3.8. Service Access Limitation customer experience, and for iPhone users in supplied by the provider.
3.9. Service Features particular. The sign-in process must be user-
friendly and easy to use. This shall be scrutinised Static IP mode shall be required in certain cases,
in close detail by AccorHotels, in light of the for example where the user needs to connect to a
4. TECHNICAL ARCHITECTURE growing number of users. video-conference system, a local printer, etc.
5. STAFF WIFI without being blocked by the firewall. Customers
As a result, if users are required to enter a code in meeting rooms shall also have the option to
6. APPENDICES to access the WiFi service, this code must not be select a public IP address for VPN purposes and
excessively long. shall be provided with the instructions for
enabling this address (IP address release and
refresh), or shall have VPN support via a private
IP address.

1. INTRODUCTION For conference hotels, a unique SSID may be For example: A property combining Novotel and
2. SUMMARY OF FUNCTIONAL REQUIREMENTS offered to all customers affiliated with the same IBIS must have 2 SSID one for NOVOTEL and one
WiFi network function (conference hall access, for IBIS.
3. INTERFACE AND CUSTOMER EXPERIENCE for example) or VLAN. These SSIDs must be
3.1. Interface allocated a specific bandwidth. Furthermore, the service must also support
3.2. Customer Experience specific configurations:
3.3. Broadband Access In the interest of consistency, the solution must
deploy the AccorHotels SSID: • Existence of a firewall on the customer's PC
AccorHotels SSID naming scheme: • VPN client (IP Sec, SSL, etc.): see below.
• HOTELF1 The Service Provider must clearly indicate any
3.7. VPN
technologies with which its solution is not
3.8. Service Access Limitation • IBIS BUDGET compatible. It shall provide clear details of its
• IBIS STYLES limitations in this area. Where it has identified
• IBIS configurations that it cannot support without
4. TECHNICAL ARCHITECTURE modification to the customer configuration, these
• MERCURE must be listed. Where no such indications are
5. STAFF WIFI
• GRAND MERCURE given, the Service Provider shall be bound to
6. APPENDICES ensure that its service operates under all
• NOVOTEL
circumstances.
• PULLMAN
• MGALLERY The customer must not be required to disable
WiFi communication manually at the end of the
• SOFITEL (for So Sofitel and Legend)
session. This must be handled automatically when
For multi-branded combo hotels both brand the customer signs out or closes his/her web
names must be used for the SSID. browser. When the customer closes the
authentication page the session should not be
terminated.

VPN
1. INTRODUCTION The solution shall include an exhaustive list of all

2. SUMMARY OF FUNCTIONAL REQUIREMENTS VPNs (NAT, Checkpoint, Cisco, Fortinet,
Microsoft, etc.) that are supported automatically
3. INTERFACE AND CUSTOMER EXPERIENCE (type and version). The Service Provider
3.1. Interface undertakes to make all necessary changes to the
3.2. Customer Experience solution to support future versions of these main
3.3. Broadband Access VPNs.
3.5. Connection To PMS The solution shall also enable mobile devices to
3.6. Customer Configuration connect simultaneously via WiFi. The customer
3.7. VPN must therefore be able to sign in with his/her
3.8. Service Access Limitation tablets, laptop and other devices simultaneously
3.9. Service Features from the same location.
5. STAFF WIFI
6. APPENDICES

SERVICE ACCESS LIMITATION
1. INTRODUCTION IN FREE STANDARD-BANDWIDTH ACCESS MODE:

2. SUMMARY OF FUNCTIONAL REQUIREMENTS • Bandwidth shall be limited to 512 kbps per
3. INTERFACE AND CUSTOMER EXPERIENCE user; the contract manager must be able to
3.1. Interface increase this value if necessary for technical
3.2. Customer Experience reasons or to reflect market changes.
PAID BROADBAND ACCESS MODE:
3.5. Connection To PMS • Each user must be allocated a minimum
3.6. Customer Configuration guaranteed bandwidth of 1 Mbps.
3.7. VPN
Local Internet security legislation must be
complied with at all times.
5. STAFF WIFI
6. APPENDICES

SERVICE FEATURES
1. INTRODUCTION SERVICE ACCESS AND LIMITATION

2. SUMMARY OF FUNCTIONAL REQUIREMENTS The solution shall include a "Printer On" type
3. INTERFACE AND CUSTOMER EXPERIENCE function, allowing customers to print colour
3.1. Interface documents securely on a dedicated HP type
3.2. Customer Experience printer located in the Establishment.
The Brand reserves the right to develop a specific
service offer, which shall be incorporated into
the Internet portal. This service offer may
include services such as online newspapers,
3.7. VPN
printing and a local concierge service.
3.9. Service Features AccorHotels reserves the right to require all
3.10. POS HSIA Marketing Information Service Providers to use a single Internet service
portal.
5. STAFF WIFI http://www.printeron.com
6. APPENDICES

POS HSIA MARKETING INFORMATION
1. INTRODUCTION AccorHotels shall supply the POS front-end in the

2. SUMMARY OF FUNCTIONAL REQUIREMENTS brand's colours. The visual identity and content of
the POS shall be specific for each brand and shall
3. INTERFACE AND CUSTOMER EXPERIENCE be determined by mutual agreement between
3.1. Interface AccorHotels and the Service Provider.
3.3. Broadband Access The Service Provider shall specify the POS
3.4. Customer Payment Methods information and advertising media that it plans to
3.5. Connection To PMS provide at the sites (easels, small posters,
3.6. Customer Configuration stickers, brochures, flyers, etc.).
3.7. VPN
The solution must include the supply of a POS kit.
5. STAFF WIFI
6. APPENDICES

4
Technical Architecture

1. INTRODUCTION ONLY ACTIVE NETWORK HARDWARE SHALL BE The latest firmware & Security software should
2. SUMMARY OF FUNCTIONAL REQUIREMENTS PRESENT AT THE SITES. be installed on all active hardware prior to
installation. HP and Ruckus hardware in the only
3. INTERFACE AND CUSTOMER EXPERIENCE The servers (authentication, web page hosting, acceptable manufacturer to AccorHotels. We
log and incident data) shall be hosted remotely; recommend dual-band terminals, for new
the Service Provider shall be responsible for such installations, to support new multimedia-type
4.1. Technical Architecture
hosting. These servers shall be secure (clustered, services that require higher bandwidths than
4.2. Security
hosted in data centres, etc.). The Service those available on b/g hardware.
4.3. Legal Compliance
Provider shall specify the type of technical
4.4. Bandwidth And Internet Access
hardware used and the security methods applied. In such cases, the access point shall be
5. STAFF WIFI Access points shall be installed to support the equipped with technology capable of assigning
6. APPENDICES
simultaneous use of 6 VLANs for conference one of the two bands:
centres.
• A high-performance N band for terminals that
Supported protocols: 802.11 and all subsequent support this technology, for broadband
Wireless LAN Protocol versions (b, g, n, ac), and applications with less radio interference (at 5
all forthcoming public versions of the protocol. GHz only).
All firmware (AP, switch and router) as well as all • A degraded b/g/n band for older-generation
revisions; patches may be updated remotely terminals, to prevent poor terminal
without the need for local support; this shall performance. This band shall, however,
apply to both proactive updates and patches to support N technology and may be used for this
correct bugs identified by the Establishment. purpose when there are no longer any b/g
terminals on the network.

1. INTRODUCTION 802.11 N/AC TECHNOLOGY OFFERS THE AVAILABLE HARDWARE:
2. SUMMARY OF FUNCTIONAL REQUIREMENTS FOLLOWING BENEFITS:
• Ruckus
3. INTERFACE AND CUSTOMER EXPERIENCE • Higher bandwidth capable of supporting new • R710
services (VoD to mobile terminals, broadcast
to high numbers of screens or monitors, • R500
secure CCTV using WiFi cameras). • H500 - In Room only
4.2. Security
4.3. Legal Compliance • Improved performance, with terminals • R300
4.4. Bandwidth And Internet Access capable of supporting more users or • T300 - External Only
peripheral devices.
5. STAFF WIFI • HP
• Improved adaptation to 5 GHz interference.
6. APPENDICES • HP430
• Improved signal quality, for extended
• HP425
coverage or a reduced number of terminals.
• HP460

SECURITY
1. INTRODUCTION WIFI NETWORK TOPOLOGY

4. TECHNICAL ARCHITECTURE INTERNET

<
4.2. Security
4.3. Legal Compliance RADIUS/WEB SERVERS
4.4. Bandwidth And Internet Access for user authentication
and session data storage
5. STAFF WIFI
CUSTOMER WiFi ACCESS
6. APPENDICES
<
<
MODEMS -65dB
ACCESS POINT
<
<
THIS IS TO BE USED AS A GUIDE:
ROUTER/FIREWALL
• Sofitel / Pullman / Mgallery
1 AP per 2 rooms
WiFi CONTROLLER

SECURITY


<
4.2. Security
5. STAFF WIFI
6. APPENDICES
<
<
MODEMS -65dB
ACCESS POINT
<
<
ROUTER/FIREWALL
• Mercure / Novotel / Suite Novotel
1 AP per 4 rooms
WiFi CONTROLLER

SECURITY


<
4.2. Security
5. STAFF WIFI
6. APPENDICES
<
<
MODEMS -65dB
ACCESS POINT
<
<
ROUTER/FIREWALL
• ibis Styles / ibis
1 AP per 6 rooms
WiFi CONTROLLER

SECURITY


<
4.2. Security
5. STAFF WIFI
6. APPENDICES
<
<
MODEMS -65dB
ACCESS POINT
<
<
ROUTER/FIREWALL
• HotelF1 / ibis budget
1 AP per 8 rooms
WiFi CONTROLLER

SECURITY
1. INTRODUCTION AccorHotels wishes to provide its customers with AccorHotels shall notify the Service Provider of
2. SUMMARY OF FUNCTIONAL REQUIREMENTS a comprehensive guarantee that their personal its intention to perform an audit at least three
data and critical files are protected, to the best days prior to such an audit.
3. INTERFACE AND CUSTOMER EXPERIENCE highest possible level, against hackers, viruses,
malware and spyware. The conditions of the audit shall be determined
by AccorHotels on a case-by-case basis. The
As such, the Service Provider shall provide the purpose of these tests shall be to identify
4.2. Security
necessary means and resources to ensure that potential vulnerabilities that pose various types
customer data is protected. It shall provide of risk, including but not limited to:
details of the means and resources deployed to
5. STAFF WIFI this end. Open, unencrypted network. Client to • Sensitive data leaks
Client blocking but does not protect against • Alteration of information
6. APPENDICES
airside capture. • Compromised logging mechanisms.
The Service Provider agrees to undergo an audit For each audit, the auditors shall be required to
prior to deployment of the WiFi service in the sign a confidentiality agreement and comply with
hotels, as well as regular audits of the solution the Service Provider's internal procedures and
and its components during the performance of security rules.
this contract.
These audits may be performed by the
AccorHotels IT Security team, based on a suite of
tests communicated to the Service Provider in
advance of the audit.

SECURITY
1. INTRODUCTION The Service Provider shall allow the AccorHotels- Furthermore, the Service Provider undertakes to
2. SUMMARY OF FUNCTIONAL REQUIREMENTS appointed auditors to access the information provide AccorHotels, in writing, with details of its
necessary for their task. The information remedial action procedure for these systems
3. INTERFACE AND CUSTOMER EXPERIENCE collected to this end may not be used for any (patch management).
4. TECHNICAL ARCHITECTURE other purpose. The Service Provider shall also
take all necessary steps to ensure that the audit Where the Service Provider fails to remedy a
takes place within two weeks of the date upon security vulnerability, such failure shall
4.2. Security
which the notification is issued by AccorHotels. constitute a breach of the Service Provider's
contractual obligations and may lead to
The draft audit report shall be sent to the Service termination of the contract.
5. STAFF WIFI Provider, which shall issue its comments and
observations in writing. These shall be attached Where an attack is perpetrated from within a
6. APPENDICES hotel by exploiting a system vulnerability, the
to the final report.
Service Provider shall bear full or partial liability
Where the audit report finds that the Service in connection therewith and shall bear the
Provider is in breach of its obligations, the latter associated consequences (legal, financial, etc.).
shall take the necessary remedial action within
the time scales agreed with AccorHotels, at no Anti-intrusion: the solution must guarantee that
additional cost to AccorHotels. In particular, the the traffic generated by each customer is fully
Service Provider undertakes to suspend the isolated. The system shall be configured such
deployment of any vulnerable elements on a that a customer or external PC cannot access the
temporary basis and to remedy and/or replace PC of another customer.
the systems installed at the AccorHotels
Establishment as expeditiously as possible, and at
no additional cost to AccorHotels.

SECURITY
1. INTRODUCTION For all meeting rooms wired access, each room than information that must be retained for legal
2. SUMMARY OF FUNCTIONAL REQUIREMENTS shall be assigned a dedicated VLAN. For WiFi reasons.
access, an individual PC shall only be able to
3. INTERFACE AND CUSTOMER EXPERIENCE communicate directly with the server. PC-to-PC Customer data: the Service Provider shall treat
communication shall not be permitted. A PC all information collected about customers as
within the network must not be able to strictly confidential; this shall cover such
communicate directly with another PC within the information collected during the sign-in
4.2. Security
network, whether connected wirelessly or via a procedure and information contained in customer
wired connection. Network traffic must only be session logs.
visible to user that generated the traffic Such information shall remain the property of
5. STAFF WIFI
concerned (each room, each meeting room, etc.). AccorHotels Group and the Service Provider shall
6. APPENDICES Such traffic must be secure and must not be not be permitted to use this information for any
accessible by any other user, either internal or purpose, and in particular for commercial
external. purposes, or to sell such information to third
The provider must anticipate and avert any non- parties. The session information collected during
explicit danger or risk to the hotel's Internet the sign-in procedure shall be transferred to
network, such as a virus contained in an e-mail AccorHotels, at its request, in an electronic file.
that could impact the network. The information contained in customer session
The Service Provider shall detail the mechanisms logs shall also be transferred to AccorHotels, at
that it intends to deploy to comply with these its request, in anonymised format and in
provisions. accordance with legal requirements.
Confidentiality: the proposed system shall not

retain any data communicated by the PC, other

SECURITY
1. INTRODUCTION The Service Provider shall only retain such AP SECURITY:

2. SUMMARY OF FUNCTIONAL REQUIREMENTS information for the time frame prescribed by
local code or, in connection with a service The WiFi Access Point (AP) must be affixed and
3. INTERFACE AND CUSTOMER EXPERIENCE provided by the Service Provider to AccorHotels, locked on the wall or ceiling in a secure manner,
for the contractually agreed time frame (such as ideally hidden from the view of customers.
4.1. Technical Architecture customer loyalty information). The Service Provider shall ensure that all APs
4.2. Security
The Service Provider undertakes to comply with installed are configured in such a way that they
the applicable legislation governing personal data cannot be used for non-secure mobile-to-mobile
protection. communication.
5. STAFF WIFI The HTTPS or SSH web page used to access the
WiFi access security: the user interface (web
6. APPENDICES portal) shall use an encryption method such as AP must be protected by a complex password (in
SSL (Secure Sockets Layer) to encrypt the read and read/write modes).
authentication information transferred between
the customer's PC and the network access server.

SECURITY
1. INTRODUCTION Both prior to and during performance of the PMS INTERFACE

2. SUMMARY OF FUNCTIONAL REQUIREMENTS contract, the Service Provider must keep
AccorHotels informed of its plans to deploy new The system must be compatible with AccorHotels
3. INTERFACE AND CUSTOMER EXPERIENCE security-related extensions. Security Standards relating to tools interfaced
with PMSs. The detailed security measures shall
In particular, the Service Provider must be able be submitted to AccorHotels for approval before
to supply AccorHotels with information about its deployment and the Service Provider shall be
4.2. Security
encryption methods (IPSEC standard) or its required to implement any reasonable
authentication method or distribution keys (IEEE recommendations issued by AccorHotels.
802.1X standards).
5. STAFF WIFI
6. APPENDICES

LEGAL COMPLIANCE
1. INTRODUCTION DATA RETENTION

2. SUMMARY OF FUNCTIONAL REQUIREMENTS The system shall retain those elements required
3. INTERFACE AND CUSTOMER EXPERIENCE to meet the applicable legal requirements in
each country.
4.1. Technical Architecture Except where a more restrictive legal framework
4.2. Security applies in the country concerned, European law
4.3. Legal Compliance shall apply, i.e. user data shall be retained for a
4.4. Bandwidth And Internet Access period of two years (user login and password, IP
5. STAFF WIFI
address of websites visited).
6. APPENDICES The Service Provider shall explain its organisation

arrangements in this respect (what data are
stored and how).
Environment and public health: throughout the
term of the contract, the Service Provider shall
ensure that its hardware operates in accordance
with applicable legislation, and in particular with
legislation concerning exposure to
electromagnetic fields, including any changes or
amendments to such legislation.

BANDWIDTH AND INTERNET ACCESS
1. INTRODUCTION INTERNET LINES AccorHotels requires each hotel to have two

2. SUMMARY OF FUNCTIONAL REQUIREMENTS internet connections from different providers.
The Service Provider shall submit a proposal
3. INTERFACE AND CUSTOMER EXPERIENCE concerning Internet lines. The costings for Internet service will be shared between the guest
Internet lines shall be separate from the WiFi room, public areas and administration areas, but
service offer. The Service Provider shall be a dedicated connection must be available to
responsible for ordering, connecting and meeting and function spaces.
4.2. Security
operating the exchange point. AccorHotels
requires each hotel to have two Internet lines
from different providers.
5. STAFF WIFI
6. APPENDICES INFRASTRUCTURE
The infrastructure at each site (number and
bandwidth of ISP lines, as well as the number of
simultaneous connections and the number of IP
addresses available) shall be configured in a
scalable manner to adapt to changing usage
practices (at least three times the initial number
of users as a result of a switch from paid to free
WiFi, increased user numbers due to the rising
number of customers with smartphones, changing
usage practices such as the download of
increasingly large files or streaming, etc.).

1. INTRODUCTION The infrastructure at each site (number and 2. GUEST ROOMS - PREMIUM SERVICE
2. SUMMARY OF FUNCTIONAL REQUIREMENTS bandwidth of ISP lines as well as the number of
simultaneous connections and the number of IP AccorHotels standard internet bandwidth for
3. INTERFACE AND CUSTOMER EXPERIENCE addresses available) must be configured in a premium service is 1Mbps (download) per user.
scalable manner so that they can be adapted to Assuming a 50% concurrent user base during peak
changing requirements. times, a 100 room hotel would require:
4.2. Security
The following guidelines apply for the calculation 100x50%x1Mbps = 50 Mbps download/per hotel
of actual (not theoretical DSLAM) bandwidth
4.4. Bandwidth And Internet Access 3. MEETING ROOMS
requirements:
5. STAFF WIFI
1. GUEST ROOMS - FREE ACCESS For meeting rooms the minimum bandwidth is 2
6. APPENDICES Mbps (actual bandwidth, download) per meeting
AccorHotels standard internet bandwidth for free room or per 100 sq meter area of a meeting
access is 512 kbps (download) per user. Assuming space. This can be provisioned either through a
a 50% concurrent user base during peak times, a public ADSL connection or a guaranteed
100 room hotel would require: bandwidth connection (ADSL, SDSL or fibre) - the
100x50%x512kbps = selection depends on cost and size of meeting
25.6 Mbps download/per hotel spaces.

1. INTRODUCTION BANDWIDTH USAGE This is a critical provision for AccorHotels, which

2. SUMMARY OF FUNCTIONAL REQUIREMENTS wishes to provide its customers with impeccable
The Service Provider shall adopt a proactive service quality at all times.
3. INTERFACE AND CUSTOMER EXPERIENCE approach to bandwidth usage and shall monitor
bandwidth usage at all times to prevent The hardware hosted within the Establishment or
saturation, including during peak usage times at the Service Provider's premises shall be of
(e.g. 9 pm to 11 pm on weekdays). It shall sufficient capacity and be sufficiently scalable to
4.2. Security
provide AccorHotels and the Establishments with handle changes in usage throughout the term of
detailed bandwidth usage information per hour. It the contract (36 months).
shall notify the Establishment and/or AccorHotels
5. STAFF WIFI of any potential risk of saturation. Where
6. APPENDICES
necessary, it shall make proactive proposals to
adapt the bandwidth of access connections.
The same principle shall apply to the number of
static IP addresses available or the number of
simultaneous connections.

1. INTRODUCTION As such, where the bandwidth needs to be As a guide line AccorHotels suggests the
2. SUMMARY OF FUNCTIONAL REQUIREMENTS increased during the term of the contract, the following considerations, however -65dB is the
Establishment shall only be required to cover minimum requirement in all locations and
the cost of additional Internet lines. The should be the president in all cases:
4. TECHNICAL ARCHITECTURE Service Provider shall bear the cost of any
4.1. Technical Architecture • HotelF1 / ibis budget
adaptations to the hardware. Internet access
4.2. Security 1 AP per 8 rooms
shall be shared in the rooms and public
4.3. Legal Compliance spaces, but separate access shall be provided • ibis Styles / ibis
for the seminar areas, and in particular in 1 AP per 6 rooms
5. STAFF WIFI upmarket and specialist conference
Establishments. • Mercure / Novotel / Suite Novotel
6. APPENDICES
1 AP per 4 rooms
Based on the results of the coverage study,
the Service Provider shall be required to • Sofitel / Pullman / Mgallery
specify the following infrastructure elements: 1 AP per 2 rooms
number of simultaneous connections per AP. The number of APs required across the entire
number of APs per X rooms. hotel shall be based on the conclusions of a
The solution must provide coverage in all coverage study, taking into account the
covered areas of the hotel as a minimum. The architectural design of the building.
coverage level must be at least -65 db.
As a professional expert, the Service Provider
shall be expected to adopt a proactive
approach in this respect.

1. INTRODUCTION MANAGEMENT OF BANDWIDTH 3. FIBRE OPTIC

2. SUMMARY OF FUNCTIONAL REQUIREMENTS The solution must be capable of managing This is the preferred connection method for all
3. INTERFACE AND CUSTOMER EXPERIENCE bandwidth to ensure that it is distributed equally properties where available and affordable. This
across different users: configuration should be used for the largest
4. TECHNICAL ARCHITECTURE Establishments and those with a large conference
• Bandwidth should be limited for standard-
4.1. Technical Architecture capacity, subject to availability. Service
bandwidth users (to 512 kbps, configurable).
4.2. Security Providers that are able to provide a fibre optic
4.3. Legal Compliance • Automatic load balancing between different infrastructure for these Establishments, at
users, including broadband users, in the event preferential rates, in the short or medium term,
of saturation to limit excessive usage. shall have a distinct advantage in this respect.
5. STAFF WIFI
Three types of configuration may be possible, The Service Provider shall submit its
6. APPENDICES depending on the Establishment concerned and recommendations for each Establishment to
its seminar capacity: AccorHotels. To assist with this task, AccorHotels
1. X GROUPED DSL LINES shall supply details of current traffic levels
recorded in each Establishment. The Service
The Service Provider must be able to group and Provider must take anticipated changes in usage
manage at least 4 ADSL lines via load balancing. into account. The Service Provider must be
The Service Provider shall specify its capabilities, capable of increasing Internet capacity
technical limitations and recommendations in this (bandwidth, coverage, IP addresses, simultaneous
respect. All routers must be capable of connections) when requested by the
aggregating 4 ADSL connections by default. Establishment, within 48 hours of such a request.
Requests of this type may be made in connection
2. ONE OR MORE GUARANTEED-BANDWIDTH
with conferences or exceptional events in
LINES AND X GROUPED ADSL LINES
particular.
This configuration should be used for
Establishments with an established
seminar/conference business.

1. INTRODUCTION MANAGEMENT OF BANDWIDTH 2. ONE OR MORE GUARANTEED-BANDWIDTH

2. SUMMARY OF FUNCTIONAL REQUIREMENTS LINES AND X GROUPED ADSL LINES
The solution must be capable of managing
3. INTERFACE AND CUSTOMER EXPERIENCE bandwidth to ensure that it is distributed equally This configuration should be used for
across different users: Establishments with an established
seminar/conference business.
4.1. Technical Architecture • Bandwidth should be limited for standard-
4.2. Security bandwidth users (to 512 kbps, configurable).
• Automatic load balancing between different
users, including broadband users, in the event
5. STAFF WIFI of saturation to limit excessive usage.
6. APPENDICES
Three types of configuration may be possible,
depending on the Establishment concerned and
its seminar capacity:
1. X GROUPED DSL LINES
The Service Provider must be able to group and
manage at least 4 ADSL lines via load balancing.
The Service Provider shall specify its capabilities,
technical limitations and recommendations in this
respect. All routers must be capable of
aggregating 4 ADSL connections by default.

5
Staff WiFi

Staff WiFi
DESCRIPTION OF REQUIRED SERVICE
1. INTRODUCTION The WiFi access provider must create a AccorHotels devices shall be authenticated on
2. SUMMARY OF FUNCTIONAL REQUIREMENTS private, secure WiFi network for hotel the AccorHotels radius server. The provider's
administrative use on the installed wireless WiFi controller must be capable of transferring
infrastructure. all radius authentication queries to the
4. TECHNICAL ARCHITECTURE AccorHotels radius server. The query shall
This secure private network shall be identified
5. STAFF WIFI come from a WiFi controller with a unique IP
by a unique, hidden, non-broadcast SSID.
5.1. Main Technical Requirements address.
5.2. Actions List AccorHotels requires this secure, hidden
EAP (Extensible Authentication Protocol)
5.3. Internet Lines network to feature two VLANs (Virtual Local
authentication shall be used, with the WPA2
5.4. Configuration Details For WIFI Supplier Area Networks). The first VLAN shall be used
encryption protocol.
5.5. Description Of Required Service for AccorHotels device authentication
5.6. IP Standards AccorHotels - Staff WIFI purposes. It shall only be broadcast between
5.7. System Overview the provider's WiFi controller and the hotel's
5.8. Configuration Of SSID firewall. The subnet address for this VLAN is
provided in section 6.5.
6. APPENDICES
The second VLAN shall be used for AccorHotels
user applications. It shall be broadcast to all
of the provider's equipment. There shall be a
different subnet for each hotel.

Staff WiFi
MAIN TECHNICAL REQUIREMENTS
1. INTRODUCTION A firewall to ensure the PMS security against • VLAN103 : broadcasted to all WiFi provider
2. SUMMARY OF FUNCTIONAL REQUIREMENTS the guest services network devices, used for the staff mobile
devices and associated to a subnet address
3. INTERFACE AND CUSTOMER EXPERIENCE The latest AccorHotels networking standards which is different for each hotel and allocated
require 2 firewalls in cluster mode. by AccorHotels Corporate Network team.
5. STAFF WIFI However, according to certain criteria (legacy An interconnection between the guest WiFi
5.1. Main Technical Requirements use of MPLS for the Accortel connection, lack of system and the firewall through a dedicated
5.2. Actions List
public IP addresses to manage the firewall switch port configured in trunk mode and
5.3. Internet Lines
cluster, inability to share the Internet line allowing VLAN 102 and 103.
5.4. Configuration Details For WIFI Supplier
between business and guest traffic …) the use of
one standalone firewall is tolerated. A DHCP service to distribute AccorHotels staff
5.5. Description Of Required Service
mobile devices IP configuration in VLAN103
5.6. IP Standards AccorHotels - Staff WIFI Please see network diagrams further.
5.7. System Overview Radius authentication requests forwarded by
5.8. Configuration Of SSID The same dedicated and hidden SSID is required the WiFi controller with an unique source IP
in all properties : ACCORHOTELS-STAFF address. The Radius servers are hosted in
6. APPENDICES 2 VLANs AccorHotels Datacentres.
• VLAN102 : broadcasted between the firewalls Guest wifi intrastructure remote management
and the WiFi controller only, used to carry exclusively via the mutualised Internet access
radius authentication requests from the guest and controlled by the firewall. Only guest wifi
WiFi controller to the Radius servers through provider SOC public IP addresses will be
the firewalls. The same addressing scheme is authorized.
used for all properties.

Staff WiFi
ACCORHOTELS STAFF WIFI STANDARD
1. INTRODUCTION ACCORHOTELS-STAFF WIFI • One VLAN for the authentication flow of

2. SUMMARY OF FUNCTIONAL REQUIREMENTS AccorHotels devices. This will only be
The wireless supplier must be able to create a broadcasted between the WiFi controller and
3. INTERFACE AND CUSTOMER EXPERIENCE Wi-Fi secure private network to the staff the Hotel Firewall. The subnet address used
(administrative) needs of the Hotel on the guest for this VLAN is described in section 6.5.
wireless infrastructure.
5. STAFF WIFI • The second VLAN will be used for AccorHotels
5.1. Main Technical Requirements The secure private network will be identified by a user applications; it will be broadcasted on all
5.2. Actions List
unique SSID hidden and not broadcasted. supplier equipment. This subnet will be
5.3. Internet Lines • The hidden SSID will be set to different for each Hotel.
5.4. Configuration Details For WIFI Supplier ACCORHOTELS‐STAFF for all Hotels. The AccorHotels device authentication will be
• For multi-branded combo hotels properties done on the AccorHotels radius server.
5.6. IP Standards AccorHotels - Staff WIFI
5.7. System Overview (up to 3 adjoining Hotels), use The supplier WiFi controller must forward all
5.8. Configuration Of SSID ACCORHOTELS‐STAFF for the first Hotel, request radius authentication toward the
ACCORHOTELS‐STAFF2 for the second Hotel AccorHotels radius This radius authentication
6. APPENDICES and ACCORHOTELS‐STAFF3 for the third. request will be coming from WiFi controller with
• Through the AD GPO, guests will be prevented unique IP address.
from using the SSID of the two other Hotels. The authentication method used will be EAP-TLS
In order to make available this secure hidden (Extensible Authentication Protocol - Transport
network, ACCORHOTELS request two different Layer Security) and the encryption protocol will
VLANs: be WPA2-Enterprise.

Staff WiFi
INTERNET LINES – NETWORK DIAGRAM
1. INTRODUCTION INTERNET LINES SHARED BETWEEN STAFF & GUEST SERVICES – NETWORK DIAGRAM
FIREWALL CLUSTER
5. STAFF WIFI
5.1. Main Technical Requirements GUES T WIFI BOX
5.2. Actions List

192.168.48.1
192.168.48.254
5.3. Internet Lines

DCHP SERVER
5.7. System Overview
5.8. Configuration Of SSID
6. APPENDICES
INTERNET
IPSEC tunnel
INTERNET line
ACCORHOTELS
DATACENTER
Radius servers

Staff WiFi
INTERNET LINES – NETWORK DIAGRAM
1. INTRODUCTION NETWORKING CONNECTIVITY

PMS SERVER
5. STAFF WIFI
5.1. Main Technical Requirements
5.2. Actions List
5.3. Internet Lines PMS/HOTEL LAN SWITCH
5.5. Description Of Required Service eth1 eth1

FW1 FW2 eth2
5.7. System Overview eth3

eth0
eth2 eth0
GUEST WIF I
SYSTEM
6. APPENDICES VLAN 102,103
COLLECT SWITCH 1
1 2 3 4 5 6 7 8 24
Guest & Staff Services
COLLECT SWITCH 2
1 2 3 4 5 6 7 8 24
Guest & Staff Services
Port in PMS/hotel VLAN
Trunk port
MAIN LINE ROUTER BAC KUP LINE ROUTER

Staff WiFi
ACTIONS LIST
1. INTRODUCTION FIREWALL ORDERING [IT]

2. SUMMARY OF FUNCTIONAL REQUIREMENTS STAFF WIFI SUBNET REQUEST [IT]
AD, SCCM, TECHINVENT AND OFFICESCAN REGISTRATIONS [IT]
ADDITION OF THE STAFF DEVICES INTO THE WIFIHOTEL-HXXX AD GROUP [IT]
5. STAFF WIFI
5.1. Main Technical Requirements FIREWALL CONFIGURATION PREPARATION [MSSP]
5.2. Actions List
RADIUS SERVERS CONFIGURATION [SECURITY]
5.3. Internet Lines
5.4. Configuration Details For WIFI Supplier RADIUS KEY COMMUNICATION TO THE WIFI PROVIDER [IT]
DHCP VLAN103 SCOPE CONFIGURATION [IT]
5.7. System Overview PMS SWITCH PORT PROVISION AND CONFIGURATION [IT]
WIFI SWITCH PORT CONFIGURATION [WIFI PROVIDER]
6. APPENDICES GUEST WIFI CONTROLLER CONFIGURATION [WIFI PROVIDER]
FIREWALL INSTALLATION [IT]
ETH1 FW INTERFACE CONNECTION TO PMS [IT]
ETH2 FW INTERFACE CONNECTION TO THE WIFI SYSTEM [IT]

Staff WiFi
CONFIGURATION DETAILS FOR WIFI SUPPLIER
1. INTRODUCTION Authentication VLAN : 102 Encryption protocol :

2. SUMMARY OF FUNCTIONAL REQUIREMENTS Radius authentication servers : Wireless protection mode : WPA2
• Radius primary server : 192.168.46.250 Encryption : AES
• Radius secondary server : 192.168.46.251 SSID : ACCORHOTELS-STAFF, on VLAN 103, hidden
5. STAFF WIFI
5.1. Main Technical Requirements These are virtual IP addresses that will be dst- Set one controller interface with IP address :
5.2. Actions List NATed by the firewall to the real IP addresses of 192.168.46.1/24; All radius requests must come
5.3. Internet Lines the AccorHotels Radius servers. from this source IP
Authentication port 1812 This controller interface must be connected to
the AccorHotels collect switch, to a port
5.6. IP Standards AccorHotels - Staff WIFI Accounting port 1813 configured in trunk mode
5.7. System Overview
Authentication method : EAP MD5 With VLAN 102 and 103 allowed in the trunk.
Nas ID = wifiaccor
6. APPENDICES
Secret Radius key : Generated by AccorHotels
Security Team and transferred to the Guest WiFi
provider by IT Team

6
Appendices

Internet & Wifi - Standards 2016
APPENDICES
1. INTRODUCTION LIST OF APPENDICES

• Deployment and Training
4. TECHNICAL ARCHITECTURE • Financial Terms and Conditions
5. STAFF WIFI • General Terms and Conditions

6. APPENDICES • QoS and Management
• Wireless Access Points

Deployment and Training
1. INTRODUCTION DEPLOYMENT AND TRAINING
1. Deployment
4. TECHNICAL ARCHITECTURE 2. Training and Documentation
5. STAFF WIFI
6. APPENDICES

1. INTRODUCTION 1. DEPLOYMENT A. Initial technical inspection
2. SUMMARY OF FUNCTIONAL REQUIREMENTS 1.01 The Service Provider must be able to B. Service Provider orders the exchange points
3. INTERFACE AND CUSTOMER EXPERIENCE deploy Wi-Fi hotspots quickly, using a tried-and- C. Initial work (including intra-site cables and
tested process and involving the regular and wiring, where necessary)
4. TECHNICAL ARCHITECTURE accurate supply of information to AccorHotels. D. Exchange points connected
5. STAFF WIFI This shall be an essential criteria in the selection
decision. E. Hardware installation work completed and
6. APPENDICES site connected
1.02 The Service Provider shall provide details F. OAT (Operational Acceptance Test): a
of its organisational arrangements and the technical and functional acceptance testing
process that it plans to implement, to ensure report, covering the operation of the hotspot
effective, smooth deployment. It shall indicate network, service availability across all
the timing and phases of the deployment process coverage areas, and the operation of the
within an Establishment, as well as a provisional connection and user's browser.
general schedule, starting from the contract
signature date. It shall also indicate the G. OQ (Operational Qualification): the OQ
resources that it intends to deploy to achieve this process commences after an observation
schedule. period of two calendar weeks following
acceptance of the OAT by the Parties. It
1.03 Where the Service Provider intends to use involves checking that the hardware and
subcontractors, it must provide detailed services are operating correctly in the live
information about the subcontractors concerned, production environment (i.e. there are no
as well as the resources at its disposal to monitor major problems, the number of simultaneous
subcontractor quality and schedule compliance. connections and the incoming and outgoing
In any event, the Service Provider shall remain bandwidth are correctly configured and,
liable for effective deployment. more generally, site customers are able to
access the service effectively). The OQ
1.04 Example of the desired deployment report must be signed by the Service
process for each site: Provider and the Establishment.

1. INTRODUCTION 1.05 Before signing the contract, the Service 1.08 Training is a critical part of the
Provider must supply a detailed provisional installation process as it ensures proper use of
deployment schedule per site, in Excel format. the system and minimises delay in resolving
3. INTERFACE AND CUSTOMER EXPERIENCE This schedule shall subsequently be updated and issues.
communicated to AccorHotels.
1.09 As a minimum the following is required at
5. STAFF WIFI 1.06 The provision of continuous Internet each installation site:
service within the Establishment is also essential
6. APPENDICES for AccorHotels. As such, the deployments shall A. The supplier is responsible for the on-site
be organised such that service downtime in each training of the IT manager/system
Establishment, or in part of each Establishment, administrator, which must as a minimum
shall be limited to 24 hours (if any downtime is cover:
required). 1. Explanation of architecture and the
1.07 The Service Provider shall specify how it role of each component
intends to meet this requirement. The Service 2. Discussion of common incidents that
Provider shall also specify the person(s) can be resolved locally (symptoms,
responsible for the deployment. The diagnosis, remedial action)
Establishments shall only be billed for the service
once the OAT (Operational Acceptance Test) has 3. Support arrangements and processes
been completed, provided that the OQ is
4. Extranet access and configuration
approved within two weeks. Failing this, billing
procedures for adds, moves and
shall only commence once the OQ has been
changes
approved.
5. User access management
2. TRAINING AND DOCUMENTATION
6. Reporting
Note: An example of training document to be
provided by David E.

1. INTRODUCTION B. The supplier is also responsible for the on- 1.12 One month after Go Live, the supplier will
2. SUMMARY OF FUNCTIONAL REQUIREMENTS site training of key operations personnel, visit the property to review the system
which must as a minimum cover: performance, resolve any queries/issues and
3. INTERFACE AND CUSTOMER EXPERIENCE provide follow-up training as required to ensure
1. Service overview and reinforce proper and efficient use of the
2. Extranet access and reporting system.
5. STAFF WIFI
6. APPENDICES 3. Customer support arrangements 1.13 Bidders must include full details of their
training schemes such as course content, training
1.10 On-site training must be such that documentation and planning tools in their
performance of such Moves, Adds and Changes submission.
shall not void any warranties or maintenance
services. 1.14 All training related costs must be included
in the pricing.
1.11 The supplier will provide off site, course
based, system administration training which 1.15 A copy of this documentation shall also be
includes sufficient in-depth training to enable sent to the AccorHotels central office.
Accor Hotels designated representatives to be
fully trained in the system administration and
security management of the proposed solution.
All costs for travel and overnight accommodation
must be included within the bid.

Financial Terms and Conditions
1. INTRODUCTION 1. COST STRUCTURE FOR THE ESTABLISHMENT 1.03 Option 2
2. SUMMARY OF FUNCTIONAL REQUIREMENTS 1.01 The Service Provider's proposal may take A. Integrator model: fixed installation costs +
3. INTERFACE AND CUSTOMER EXPERIENCE one of the following forms: monthly rental charge
4. TECHNICAL ARCHITECTURE 1.02 Option 1 B. Cost structure:
5. STAFF WIFI A. Operator model: monthly rental charge only C. Initial fixed installation costs (cost per
6. APPENDICES hotel).
B. Cost structure:
D. Operation and maintenance costs:
1. €x per room per month (covering the
rooms and communal areas: lobby, 1. Rooms: €x per room per month
restaurant, bar, etc.) or €y per 100 sq. including coverage of rooms and
m section per month communal areas
2. €y per AP and per month for the 2. Seminar rooms: €y per seminar room AP
seminar rooms and conference areas. per month or cost per seminar room sq.
m per month.
3. Cost of Internet connections (xDSL or
other): to be costed separately. A 3. Cost of Internet connections to be
Service Provider that specialises in costed separately.
Internet solutions for the hotel sector
shall be given preference. 1.04 Option 1 is strongly recommended in the
interest of ongoing changes and upgrades to the
Wi- Fi service.

General Terms and Conditions
1. INTRODUCTION GENERAL TERMS AND CONDITIONS
1. Launch, Contract Terms and Termination
4. TECHNICAL ARCHITECTURE 2. Framework Contract
5. STAFF WIFI 3. Hardware Ownership

6. APPENDICES

1. INTRODUCTION 1. LAUNCH, CONTRACT TERMS AND D. Termination clause applicable from
2. SUMMARY OF FUNCTIONAL REQUIREMENTS TERMINATION beginning of contract (not just after initial
contract period has expired).
3. INTERFACE AND CUSTOMER EXPERIENCE 1.01 The initial term of the site contracts shall
be: E. No price increases during contract term.
5. STAFF WIFI 1.02 In addition to the terms and conditions of F. Site withdrawal from AccorHotels (i.e. if a
the framework contract, individual site contracts hotel is sold or a franchise not renewed) -
6. APPENDICES must be based on/include the following terms: Contract terminates and new owners
contract directly with the supplier of their
A. The contract term shall be 36 months from choice.
signature of site specific contract.
G. Brand change within AccorHotels (i.e. a
B. Auto-renewal for an option of 12 months at a hotel is rebranded for example from Ibis to
time at the same conditions as the original Novotel) - Contract will be adjusted to the
contract. new brand requirements and system
C. Termination is subject to the relevant amended accordingly.
notices issued. Notice period shall be 3
months for the supplier, 1 month for the
AccorHotels property.

1. INTRODUCTION 2. FRAMEWORK CONTRACT Supplier may not stipulate any pricing
2. SUMMARY OF FUNCTIONAL REQUIREMENTS restrictions such as minimum pricing and will
1.03 In addition to the requirements listed in the invoice the property for the service at a
3. INTERFACE AND CUSTOMER EXPERIENCE Site Contract, key stipulations are: fixed monthly rate.
4. TECHNICAL ARCHITECTURE A. Framework Contract duration - 5 years. F. Bandwidth management - There may be no
5. STAFF WIFI B. No price increases during the contract period restrictions on - or additional costs to -
6. APPENDICES - either for the framework agreement or the AccorHotels properties should they choose to
individual hotel contracts revise the bandwidth per user (generally
upwards) during the term of the contract in
C. Exclusivity - AccorHotels does not grant response to demand or market conditions
contracts on an exclusive basis and reserves
the right to employ the services of G. Termination - vendor will remove all their
alternative service providers in its properties hardware from the premises at their own
- in particular with respect to special events cost (including any site restauration costs)
or exceptional requests by customers and within a reasonable timeframe. All
wiring cabinets, cables and wires will remain
D. Exclusivity - while AccorHotels would like to the property of the hotel.
limit the number of suppliers, AccorHotels
will not grant exclusivity to any single H. If AccorHotels request logical network
supplier for a particular hotel, group of configuration changes - these will be carried
hotels, brand or geographical region. out by these Works will be carried out by the
Supplier at no additional cost to
E. Pricing - AccorHotels and AccorHotels AccorHotels. The works to be carried out
properties will be free to set and amend the within a minimum of one month from official
retail pricing for the internet access services request.
provided to customers under this agreement.

1. INTRODUCTION 3. HARDWARE OWNERSHIP 2. Supply and Installation of relevant
2. SUMMARY OF FUNCTIONAL REQUIREMENTS hardware required on site
1.04 The Service Provider shall propose the
3. INTERFACE AND CUSTOMER EXPERIENCE following model: 3. Supply and installation of wiring and cables
as applicable for each access point
4. TECHNICAL ARCHITECTURE 1.05 Operator model
5. STAFF WIFI 4. Ordering, installation and provisioning of
1.06 The hardware shall remain the property of connection to the public network/internet
6. APPENDICES the Service Provider throughout the term of the connection (except where an existing fibre
initial contract. Beyond 36 months, the hardware connection is shared) unless this is not
shall remain the property of the Service Provider, requested
but the monthly cost of the service shall be
reduced substantially to reflect depreciation of 5. Supply and provision of billing and interface
the hardware. AccorHotels reserves the right to applications
purchase all hardware (switch, routers, access
points) after 36 months, for a symbolic amount. 6. Coordination with 3rd party vendors eg LAN
management companies, PMS Vendors, ISP's
1.07 Installation scope etc.
1.08 AccorHotels is looking for suppliers able to 7. Provision of service operation (hosted
provide a turn-key installation to their quality services, network supervision,
standards. user/software/hardware support, customer
hotline, maintenance, management
1.09 The typical scope of an installation reporting)
includes:
8. Full testing of the installation - complete
1. Audit and coverage survey of the hotel test results for all cabling and as fitted
using heat map software with a physical final heat map survey.
survey - a desktop based survey is not
acceptable.

1. INTRODUCTION 9. Full testing of the installation - complete 20. Testing procedures
2. SUMMARY OF FUNCTIONAL REQUIREMENTS test results for all cabling and as fitted
final heat map survey. 21. Documentation - to include:
10. Full documentation - including as fitted 22. Physical and logical architecture of the
drawings, test schedules and results, hardware installed
5. STAFF WIFI hardcopies & soft copies along with all 23. IP Addressing plan
6. APPENDICES system back-ups and manuals.
24. Physical location of hardware including AP's
11. Acceptance procedures
25. Switching plan
12. Bidders are asked to include full details of
their processes, policies and procedure 26. Testing schedules and results
relating to the installation in their 27. Database access addresses, access IDs and
submission. codes
13. This should include as a minimum the 28. Support service contact details
following:
29. Training documentation
14. Initial site inspection and coverage survey
30. Inventory list of all components including
15. Site contract management manufacturer description, location, serial
16. Equipment order process number, part number, date of purchase,
warranty period, SLA.
17. Enabling works process
31. Physical location of hardware including APs
18. Installation procedures should be documented with a picture for
19. Marketing materials/portal design process each device

1. INTRODUCTION 32. All documentation to be made available
2. SUMMARY OF FUNCTIONAL REQUIREMENTS electronically and updatable
3. INTERFACE AND CUSTOMER EXPERIENCE 33. Acceptance process

4. TECHNICAL ARCHITECTURE 34. Training process
5. STAFF WIFI 35. Go live process
6. APPENDICES
36. Support hand over procedure
37. Billing hand over procedure
1.10 Bidders must include the resources required
to complete a project and the maximum number
of projects in each country that can be
completed at the same time (list by country).
1.11 In the above list bidders must identify
where sub-contractor resources will be used.

QoS and Management
1. INTRODUCTION QoS and Management
1. SLA (Service Level Agreement) - QoS
4. TECHNICAL ARCHITECTURE 2. Guaranteed Repair Time
5. STAFF WIFI 3. Support Service

6. APPENDICES

QoS and Management
1. INTRODUCTION 1. SLA (SERVICE LEVEL AGREEMENT) - QOS rooms or on a single AP or for less than 1
hour, disrupted or downgraded performance,
1.01 For customers, Internet access is now or the unavailability of the help desk or
3. INTERFACE AND CUSTOMER EXPERIENCE equally as important as accommodation, food and higher-level hotline for more than one hour.
TV, i.e. it is a basic requirement.
4. TECHNICAL ARCHITECTURE C. Overall service availability rate: (total time -
1.02 For this reason, AccorHotels shall require service downtime) / total time. The service
5. STAFF WIFI
the Service Provider to adopt a proactive downtime shall be calculated as follows:
6. APPENDICES approach to maintaining impeccable service total major issue duration + 30% of incident
quality and to be responsive in handling any duration.
issues that may occur.
D. Restoration time: the amount of time
1.03 The Service Provider's capacity to meet this between the points at which the disruption
requirement shall be central to AccorHotels final starts and ends.
decision.
1.05 Performance obligation
1.04 Definitions:
A. The Service Provider undertakes to achieve
A. Major issue: a situation in which a customer an overall service availability rate of 99% per
is unable to open a session and/or access the month, for each Establishment, excluding
Internet from any of the coverage areas at scheduled preventive maintenance periods.
the site concerned, i.e. total loss of service
in rooms, communal areas or seminar areas B. AccorHotels must be informed of any
for more than one hour (consecutively), or scheduled preventive maintenance periods in
disrupted or degraded performance for more advance (date, total downtime where
than 72 calendar hours. applicable) and must give its approval.
B. Incident: a situation in which the service is C. In order to comply with its performance
altered in a visible manner but remains obligation, the Service Provider shall keep an
partially available, for more than 2 calendar up-to-date record of all downtime periods
hours, i.e. reduced bandwidth, bandwidth and shall make this record available as
saturation, service disruption in certain required.

QoS and Management
1. INTRODUCTION 1.06 Best effort obligation C. Before the end of the working day for an
2. SUMMARY OF FUNCTIONAL REQUIREMENTS incident.
24/7 supervision of network hardware, with
3. INTERFACE AND CUSTOMER EXPERIENCE oversight and control of network traffic and 1.08 The term "restoration" means either
service quality as well as operator xDSL access. restoration of the service to working order or the
The Service Provider must adopt a proactive provision of a backup solution.
5. STAFF WIFI approach to identifying and resolving the
majority of network and system issues remotely, 1.09 Penalties
6. APPENDICES
without the need for on-site intervention. The A. Where the Service Provider fails to meet its
Service Provider must ensure that the system service availability rate commitment for a
database is permanently backed up. In the event given Establishment, the monthly charge for
that the Service Provider's central systems go that Establishment shall be reduced by 50%.
down, it must be able to restore the
configuration to its immediate pre-failure state B. Where the Service Provider fails to meet this
within 2 hours of system recovery. The Service commitment for a second month,
Provider's supervision and maintenance scope consecutive or otherwise, the monthly
shall include all hotspot elements, including the charge for the month concerned shall be
operator's xDSL access. reduced by 100%.
C. Where the Service Provider breaches its
2. GUARANTEED REPAIR TIME commitment on any subsequent occasion,
1.07 Restoration time: the Establishment shall be entitled to
terminate the contract without penalty.
A. 4 hours for a major issue that does not
require on-site intervention.
B. 8 hours for a critical issue that requires on-
site intervention.

QoS and Management
1. INTRODUCTION 3. SUPPORT SERVICE A. The Technical Support service is intended for
2. SUMMARY OF FUNCTIONAL REQUIREMENTS the use of Establishments that are clients of
1.10 User Support (level 1 or help desk support) the Service Provider, for system
3. INTERFACE AND CUSTOMER EXPERIENCE maintenance purposes. The line shall be
A. The Service Provider shall provide the hotel's
4. TECHNICAL ARCHITECTURE customers with a level 1 or help desk-type staffed by experienced engineers with
User Support service, either directly or via remote system diagnostic and repair tools.
5. STAFF WIFI
the Establishment's personnel. Customers B. The Establishment shall be able to access
6. APPENDICES shall be able to access this service by calling this service, in France, by calling a non-
a non-premium-rate number. The Support premium-rate number. The Service Provider
service shall be available in English and the shall specify the opening hours. 24/7
local language as a minimum. availability is required.
B. The Service Provider shall specify the C. All calls must be answered immediately (95%
opening hours. target) or customers must receive a call-
C. The service must be accessible Monday to back within half an hour.
Sunday, between 7 am and 11 pm as a D. The two support services may be either
minimum. separate or combined (same telephone
D. All calls must be answered immediately (95% number). The Service Provider shall specify
target) or customers must receive a call- its organisational arrangements in this
back within half an hour. respect.
1.11 Technical Support (level 2 or hotline

support)

QoS and Management
1. INTRODUCTION 1.12 Incident management process 1.13 Description of the solution.
2. SUMMARY OF FUNCTIONAL REQUIREMENTS A. The Service Provider shall log all incidents in A. In the interest of transparency and SLA
3. INTERFACE AND CUSTOMER EXPERIENCE an incident management database. For each monitoring, AccorHotels should ideally be
call to the Technical Support service, an able to access the incident database online.
incident ticket shall be issued containing the Furthermore, AccorHotels must receive a
5. STAFF WIFI following information as a minimum: monthly report, as a minimum, in a format
6. APPENDICES to be agreed between the Parties.
B. Ticket ID (number issued to the customer
and used throughout the duration of the B. The Support Service shall manage all
incident). incidents affecting service quality, including
Internet connection outages, from start to
C. Severity level. finish.
D. Name, telephone number and affiliated 1.14 Management and configuration interface
Establishment of the individual reporting the
incident. A. The Service Provider shall provide the
Establishment with a management interface
E. Help desk operator ID. (extranet with secure access code). The
F. Description of the problem: symptom(s), Establishment shall use this interface to:
diagnosis. B. Export a list of customers for billing in real
G. Times and dates of each phase: initial time (for input into the PMS)
occurrence of the problem (log), incident C. Check the system status and operation
detected, incident opened, incident (active/inactive aps or zones, real-time
handled, incident closed (with the name of bandwidth usage)
the individual who authorised the closure).

QoS and Management
1. INTRODUCTION 1.14 Management and configuration interface C. Access by AccorHotels: A reporting table
2. SUMMARY OF FUNCTIONAL REQUIREMENTS issued in Excel format each quarter, as a
D. Access Internet usage statistics for the minimum. Ideally, this should be available
3. INTERFACE AND CUSTOMER EXPERIENCE Establishment, by date range or time range online.
and by zone (rooms, x seminar rooms,
communal areas) and by connection type 1.16 Selection criteria:
5. STAFF WIFI (standard-bandwidth or broadband): number
of unique users, number of connections, A. Between Two Dates
6. APPENDICES
session length, incoming and outgoing data B. For An Individual Establishment (Listed Using
volumes Its AccorHotels Hxxxx Code), An Individual
E. Disable or limit a particular user's connection Brand Or All Hotels/Brands.
where necessary 1.17 Statistical data
F. Access online help, the incident database A. For each Establishment (one row per
and, where applicable, the knowledge base Establishment)
G. Print e-vouchers. B. By connection type (standard-bandwidth or
1.15 Reporting broadband):
A. The Service Provider shall provide each 1. Number of unique users

Establishment and AccorHotels with a secure 2. Number of connections
extranet, via which the following
information may be accessed: 3. Session length
B. Access by each Establishment: See the 4. Incoming and outgoing data volumes.
paragraph entitled "Management and
configuration interface".

QoS and Management
1. INTRODUCTION 1.17 Statistical data
2. SUMMARY OF FUNCTIONAL REQUIREMENTS C. For all connection types combined:
1. Bandwidth usage (average usage time,
4. TECHNICAL ARCHITECTURE total saturation time over the period,
5. STAFF WIFI and any other relevant information as
appropriate to ascertain whether the
6. APPENDICES bandwidth available is able to deliver a
satisfactory QoS to customers).
2. Reminder of the site configuration
settings (maximum bandwidth for
standard provision, number of static IP
addresses, price charged for broadband
access, etc.).
D. All Establishments combined:
1. Sites or types of site accessed and
average connection time.
1.18 AccorHotels must also be able to use the
extranet to access online help, the incident
database and, where applicable, the knowledge
base.

Wireless Access Points
1. INTRODUCTION WIRELESS ACCESS POINT TECHNICAL focus the energy on the destination device and
REQUIREMENTS minimise radio interference surrounding of the AP.

A. AccorHotels have preferred hardware G. The antenna system must provide at least 4dBi
manufacturers for their premises based systems. of physical antenna gain and at least 10dB of
4. TECHNICAL ARCHITECTURE For wireless internet access systems the preferred interference mitigation.
manufacturers are:
5. STAFF WIFI H. APs (including 3 stream models) must be
* Ruckus capable of being powered by standard 802.11af
6. APPENDICES
* Hewlett Packard (HP) PoE.
Notwithstanding this, all access point hardware I. APs must support the following advanced radio
(APs) and configuration must comply with the technologies:
requirements outlined in this section.
1. Polarization Diversity with Maximal Ratio
B. APs must support the 802.11a, 802.11b, Combining (PD-MRC) to improve performance
802.11g, 802.11ac standards. Additionally they robustness regardless of client device
must concurrently support the 802.11n standard in orientation.
both the 2.4 and in the 5 GHz bands. 2. Maximum Likelihood Decoding (MLD) to
C. APs must support WPA2 Personal/Enterprise improve client uplink performance.
authentication and AES/CCMP encryption 3. Low Density Parity Check (LDPC) to improve
client uplink performance.
D. APs must meet the regulatory requirements in
each country 4. Space Time Block Coding (STBC) to improve
client downlink performance.
E. APs must support 802.11n (chip based) Transmit 5. Packet Aggregation to improve client
Beamforming. downlink performance.
F. APs must provide adaptive 6. Round Trip Time (RTT) & Delay of Arrival (T-
directional/sectorised antenna patterns for high DoA) Time-Client distance measurement for
density deployment, where the network capacity “tagless” Location Based Service.
is the key. This technology must be available to

1. INTRODUCTION J. APS must support DFS (Dynamic Frequency 2. Automatic using background scanning
Selection) in the respective 5 GHz bands and
must be at least EN 301 893 v1.6.1 compliant. 3. Channel blacklisting (this must interoperate
with automatic channel methods)
K. Security mechanisms must be in place to
4. TECHNICAL ARCHITECTURE protect the communication between the Access P. The AP must be able to adapt individual AP
Point controller and the Access Points. radio channels to provide the maximum capacity
5. STAFF WIFI in each AP location based on the available
L. APs must be automatically upgraded to the airtime and sources of interference. If the AP is
6. APPENDICES
appropriate software revision on initial not capable of this please describe how the
connection and subsequent controller upgrades solution deals with interference experienced over
by a central controller. Further: varying parts of the 2.4 and 5Ghz RF spectrum
and what [if any] additional hardware may be
M. There must be no pre-requisite software required in a high density AP deployment with a
revision already residing on the APs in order for high density of clients per AP radio.
the controller to perform the upgrade.
Q. APs must support band steering of 802.11a/n
N. AP's must be deployable on the same LAN/IP capable clients to the 5 GHz band when
subnet as the controller, or on different LAN/IP appropriate.
networks separated by routers/WAN links where
appropriate. R. Further, the band steering client RSSI
threshold must be configurable to dictate at
O. APs must support channel selection by the which minimum signal strength a client is band
following methods: steered. Apple has adopted the 802.11k and
1. Automatic by measuring throughput capacity 802.11r standards to provide seamless roaming
in real time and switching to another for mobile Wi-Fi clients when using applications
channel should the capacity fall below the such as VoIP and it is expected the mobile client
statistical average of all channels without device industry will follow. The APs must
using background scanning as a method. This therefore support these standards.
method must include the ability to take into
account both 802.11 and non-802.11
interference.

1. INTRODUCTION S. APs must support an “air-time fairness” Z. APs antennas must be enclosed along with the
mechanism to prevent slower transmitting Wi-Fi radio hardware to minimise damage and create a
client devices from unfairly penalising clients low profile unit that does not stand out visually.
3. INTERFACE AND CUSTOMER EXPERIENCE that are capable of faster
transmission/throughput i.e. 802.11b/g/a client AA. Optional external antennas must be
4. TECHNICAL ARCHITECTURE devices penalising the performance of 802.11n supported by certain AP models, if required.
5. STAFF WIFI devices. BB. APs must have the following mounting
T. APs must support client load balancing to characteristics:
6. APPENDICES
fairly distribute clients between APs in high 1. Solid ceiling/wall mounting mechanism built
density deployments. into their standard enclosure.
U. The feature must support configurable client 2. Drop (false) ceiling mounting mechanism
RSSI thresholds dictating the signal strengths built into their standard enclosure.
when clients must or must not be load balanced
3. Anti-theft mechanisms built into their
V. If the APs implement any proprietary or non- standard enclosure.
802.11 standards based MAC protocol
manipulation explain and indicate any potential 4. Optional: a universal high security mounting
interoperability caveats or limitations. bracket.
W. APs must be operational even in situations CC. APs must have at least two Ethernet ports
where they are not connected to an Ethernet allowing the cascading of multiple access points,
port. They must be able to reach the or the connection of Ethernet based devices.
backhaul/core network using a radio links (aka
Wireless Mesh) via other APs. Further: DD. The Ethernet ports must be capable of being
administratively enabled/disabled.
X. The establishment of those radio links must be
automatic and self-organising. E. The Ethernet ports must support 802.11q VLAN
tagging and Trunk, General and Access modes.
Y. Given sufficient neighbouring AP density the
radio links must self-heal in the event of a
current upstream neighbour failing.

1. INTRODUCTION FF. The Ethernet ports must support 802.1x NN. APs must support multicast to unicast traffic
Authenticator or Supplicant modes. conversion for reliable delivery of multicast
packets to clients.
GG. APs must support 802.1q VLAN tagging and
tagging of each WLAN individually. Further: OO. APs must support insertion of DHCP option 43
4. TECHNICAL ARCHITECTURE to aide in APs finding the controller in L3 setup.
HH. There must be a mechanism to over-ride a
5. STAFF WIFI WLANs configured VLAN tag per AP. PP. APs must support insertion of DHCP option 82
information to aid location specific services.
6. APPENDICES II. APs must support up to 500 concurrent
connections subject to conditions and QQ. The administrator must be able to turn off
configuration. the AP LEDs.
JJ. APs must support at least 27 BSSIDs per radio RR. For troubleshooting purposes the
for multiple differentiated user services. administrator must have the ability to remotely
capture 802.11 and/or 802.3 frames from an
KK. Air-time efficiency must be maximised at all access point without disrupting client access.
time for maximum capacity. Indicate and explain
any potential airtime inefficiencies such as SS. Outdoor AP variants must be IP-67 rated at a
unicast beacons. minimum and support temperature ranging
between -40°C and 65°C.
LL. APs must support Spectrum Analysis
functionality. TT. Outdoor AP variants must provide a 2nd data
port with PoE out capability to facilitate direct
MM. APs must support proper identification of data connection, power and backhaul for devices
ToS tagged packets, support for multiple queuing such as IP surveillance cameras.
of 802.1p frames per user and traffic marking for
QoS purposes.

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INTERNET & WIFI

1. INTRODUCTION 3 3.3. Broadband Access 23 5. STAFF WIFI 53

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3. INTERFACE AND CUSTOMER EXPERIENCE Standard Rooms a a a a a a a a a

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1. INTRODUCTION CUSTOMER WIFI ACCESS TYPES.

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CUSTOMER WIFI OFFER

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1. INTRODUCTION SPECIFIC ARRANGEMENTS PER BRAND:

3. INTERFACE AND CUSTOMER EXPERIENCE

Some hotels may be able to offer a wired

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1. INTRODUCTION CUSTOMERS SHALL HAVE INTERNET ACCESS IN ALL COMMUNAL AREAS:

3. INTERFACE AND CUSTOMER EXPERIENCE

4. TECHNICAL ARCHITECTURE MGallery

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1. INTRODUCTION MEETING ROOM SERVICE FOR CERTAIN

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1. INTRODUCTION The customer interface shall be customised

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1. INTRODUCTION Once the customer has signed in, he/she is

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1. INTRODUCTION FOR STANDARD-OFFER ACCESS: b) Or by selecting to pay online – the solution

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1. INTRODUCTION THE BROADBAND OFFER SHALL INCLUDE THE

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1. INTRODUCTION It is recommended that the solution includes a

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1. INTRODUCTION The service must also be compatible with all IP ADDRESSING

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1. INTRODUCTION The solution shall include an exhaustive list of all

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1. INTRODUCTION IN FREE STANDARD-BANDWIDTH ACCESS MODE:

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1. INTRODUCTION SERVICE ACCESS AND LIMITATION

5. STAFF WIFI http://www.printeron.com

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1. INTRODUCTION AccorHotels shall supply the POS front-end in the

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1. INTRODUCTION WIFI NETWORK TOPOLOGY

3. INTERFACE AND CUSTOMER EXPERIENCE

4. TECHNICAL ARCHITECTURE INTERNET

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1. INTRODUCTION WIFI NETWORK TOPOLOGY

3. INTERFACE AND CUSTOMER EXPERIENCE

4. TECHNICAL ARCHITECTURE INTERNET

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1. INTRODUCTION WIFI NETWORK TOPOLOGY