zrh services

ZRH Services Service Catalogue 2016/01

ICT services offered by Flughafen Zurich AG Technical information for ICT specialists

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1. Introduction

Thank you for your interest in the services of the ICT Division of Flughafen Zürich AG. This document is in-

tended especially for our customers' specialists and describes the full service offering of ZRH Services.

As the most important hub of international and intercontinental air traffic in Switzerland, Zurich Airport offers a

highly attractive technological environment for all companies who choose this location for their business activi-

ties. As the owner of the main infrastructure, Flughafen Zürich AG has created the perfect platform for modern

and reliable telecommunications and IT services through carefully selected measures over many years.

Connecting the airport grounds with outside locations, whether they are in the immediate vicinity, within Swit-

zerland or anywhere in the world, is a pivotal element of the telecommunications strategy. The high-

performance optical fibre networks of several different providers converge at the airport from four different

directions. The supply of information via wireless networks has also been optimised. Thanks to careful plan-

ning and foresighted network expansion, a large range of services is available from a variety of providers. This

diversity of services and providers is unique and makes Zurich Airport particularly attractive.

The entire site of Zurich Airport benefits from a continuous process of upgrading and expansion, because the

demands of modern air traffic at this pivotal location call for the ongoing development of the IT and telecom-

munications infrastructure. The continuous modernisation of the telecommunications and IT infrastructure is

an integral part of this development. With a view to the future, Flughafen Zürich AG continues to expand

bandwidths, services and technologies and makes them available to any businesses interested in benefitting

from them.

In air traffic, security is a perennial issue. The stringent demands of safety, security and attack prevention are

therefore implemented in all the IT and telecommunications (ICT) services of Flughafen Zürich AG. In addition

to this exceptionally high level of security, we have our own support organisation. Its objective is to reduce

technical disruptions to an absolute minimum and to ensure the reliable availability of all the services.

Some of the descriptions and explanations provided in this document are of a technical nature and require the

respective knowledge for full comprehension. However, we offer free advice in order to make our services

accessible to as many interested persons as possible. We would be delighted to help you to select the opti-

mum combination of services based on your requirements and the technical solutions available so that you

can successfully do business at Zurich Airport.

The ICT Shared Services Division can be reached directly on 043 816 75 00 or by sending an e-mail to

[email protected].

We look forward to talking to you.

mailto:[email protected]

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Contents

1. Introduction 2

2. Overview of ZRH Services 8

2.1. Network services 8 2.2. Workstation solutions 9 2.3. Outsourcing 13 2.4. Service and support 13

3. Services 14

3.1. Telephony 15

3.1.1. IP telephony services (VoIP) 17

3.1.1.1. T00063 DDI IP telephony service 17 3.1.1.2. T00368 IP telephony handset Basic C3905 17 3.1.1.3. T00361 IP telephony handset Standard C6921 17 3.1.1.4. T00362 IP telephony handset Komfort C6961 18 3.1.1.5. T00360 IP telephony handset Premium C8961 18 3.1.1.6. T00369 IP telephony handset CKEM expansion module 18 3.1.1.7. T00377 IP conference telephone C8831 18

3.1.2. Analogue telephony services 19

3.1.2.1. T00065 Analogue DDI IP telephone line 19

3.1.3. Standard telephony add-on services 19

3.1.3.1. T00061 IP telephony service 19 3.1.3.2. T00109 Additional DDI call number 19 3.1.3.3. T00355 IP voice mailbox 19 3.1.3.4. T00356 IP mobile integration 19

3.1.4. Extended telephony add-on services 19

3.1.4.1. ISDN 19

3.1.5. Special telephony services 20

3.1.5.1. T00058 DDI call number, permanently redirected 20 3.1.5.2. T00066 "CMC" enabling code for service lines 20

3.1.6. Changes to telephony services 20

3.1.6.1. T00997 change of configuration of an existing line 20 3.1.6.2. T00998 System device replacement 20

3.2. IP MPLS network services 21

3.2.1. IP MPLS network services 23

3.2.1.1. V0002 IP/MPLS connection 23 3.2.1.2. V0005 IP Internet Surfport 23

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3.2.1.3. V0006 IP PayLan port 23 3.2.1.4. V0008 IP LAN-I port 23 3.2.1.5. V0009 IP SR VPN port 23 3.2.1.6. V0010 IP UPC VPN port 23 3.2.1.7. V0012 FraMaLan port 23 3.2.1.8. V0021 PoE option IP MPLS 23 3.2.1.9. V0022 MAC option IP MPLS 23 3.2.1.10. V0024 VLAN option IP/MPLS 23

3.2.2. Additional IP MPLS network services 24

3.2.2.1. V0031 Gateway to external network (single) 24 3.2.2.2. V0032 Gateway to external network (dual) 24 3.2.2.3. V0041 IP VoIP connection 24 3.2.2.4. V0066 Network gateway to service network 24 3.2.2.5. V0202 SITA AirportHub connection 24

3.3. Internet services 25

3.3.1. Internet services 27

3.3.1.1. I0003 Virtual firewall standard 27 3.3.1.2. I0005 Virtual firewall dedicated 27 3.3.1.3. I0017 Firewall speed update 5Mb 27 3.3.1.4. I0020 Public IP address 27 3.3.1.5. I0032 Remote access 27 3.3.1.6. I0040 LAN to LAN VPN 27 3.3.1.7. I0100 External managed firewall 27 3.3.1.8. I0110 Remote managed firewall 28 3.3.1.9. I0201 Internet proxy 25 28 3.3.1.10. I0202 Internet proxy 50 28 3.3.1.11. I0203 Internet proxy 100 28 3.3.1.12. I0210 R-a-C Internet proxy 28

3.4. IP wireless network services 29

3.4.1. Mobile data services 31

3.4.1.1. W0010 WLAN access indoors flex 31 3.4.1.2. WLAN access outdoor flex (CI) 31 3.4.1.3. W0011 WLAN access outdoors (CI) 31

3.5. Rent-a-Client front-end (R-a-C) 32

3.5.1. Rent-a-Client front-end services 34

3.5.1.1. N0020 Workstation (CAD-certified) 35 3.5.1.2. N0021 Desktop 35 3.5.1.3. N0036 Notebook 35 3.5.1.4. N0043 Printer Black A4 35 3.5.1.5. N0062 MFP Printer Color A4 35 3.5.1.6. N0068 MFP Printer Colour A4/A3 35 3.5.1.7. N0077 Plotter Colour A0 35

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3.5.2. Rent-a-Client front-end options 35

3.5.2.1. N0012 standard monitor 35

3.5.3. Rent-a-Client software packaging services 36

3.5.3.1. N0301 Easy software packaging 36 3.5.3.2. N0302 Medium software packaging 36 3.5.3.3. N0303 Complex software packaging 36

3.6. Rent-a-Client platform (R-a-C) 37

3.6.1. Applications 40 3.6.2. Our offering 41 3.6.3. Specific points 42

3.7. Housing & co-location 43

3.7.1. Housing services 46

3.7.1.1. H0102 ¼ 19" cabinet with 10 HU 46 3.7.1.2. H0110 ½ 19" cabinet with 20 HU 46 3.7.1.3. H0103 19" cabinet with 40 HU 46

3.7.2. Power consumption services 46

3.7.2.1. H0832 Power flat rate per ¼ 19" rack 46 3.7.2.2. H0836 Power flat rate per ½ 19" rack 46 3.7.2.3. H0836 Power flat rate per 19" rack 46

3.7.3. Use of floor distributors 46

3.7.3.1. H0810 Use of UPS in partner rooms (UPS power supply ) 47

3.7.4. Co-location services 48

3.7.4.1. H0402 ¼ 19" cabinet with 10 HU 48 3.7.4.2. H0403 ½ 19" cabinet with 20 HU 48 3.7.4.3. H0404 19" rack with 40 HU 48

3.7.5. Specific points 48

3.8. Master time service 50

3.8.1. Master time services 52

3.8.1.1. M0000 Cable connection for slave clock 52 3.8.1.2. M0001 CET time signal 52 3.8.1.3. M0101 UTC time signal 52 3.8.1.4. M0004 Digi-H red slave clock (401A) 52 3.8.1.5. M0004 Digi-H green slave clock (401A) 52 3.8.1.6. M0006 Digi-D red slave clock (450A) 52 3.8.1.7. M0007 Slave clock Digi-D green (405A) 52 3.8.1.8. M0008 Digi-D rot qG slave clock (454A) 52 3.8.1.9. M0009 Digi-D green qG slave clock (454A) 52 3.8.1.10. M0010 Flex 30 slave clock 53 3.8.1.11. M0011 Flex 40 slave clock 53

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3.8.1.12. M0012 Digi-H 490A red slave clock 53 3.8.1.13. M0013 Digi-H 490 green slave clock 53

3.9. Time recording 54

3.9.1. Time recording services 55

3.9.1.1. M1001 Time recording data 55 3.9.1.2. M1002 Dedicated badge reader 55 3.9.1.3. M1003 Public badge reader 55


3.10. Multimedia 56

3.10.1. Multimedia services 56

3.10.1.1. K0001 Broadcast TV 46" 56 3.10.1.2. K0002 Broadcast TV 55" 56 3.10.1.3. K0003 Broadcast TV 40" 56 3.10.1.4. K0004 Broadcast TV 22" 56


3.11. Video View service 57

3.11.1. Video display station services 59

3.11.1.1. Q0001 Video View soft monitor 59 3.11.1.2. Q0002 Video View soft client 59 3.11.1.3. Q0003 Video View soft monitor medium 59 3.11.1.4. Q0004 Video View soft monitor large 59 3.11.1.5. Q0101 Video View stream 59

3.11.2. Video camera services in rental spaces 59

3.11.2.1. Q3001 Indoor camera dedicated 59 3.11.2.2. Q3002 Outdoor camera dedicated 59 3.11.2.3. Q3101 Recording 24h 59 3.11.2.4. Q3102 Recording 3d 59 3.11.2.5. Q3103 Recording 30d 59 3.11.2.6. Q3104 Recording 10d (new) 59


3.12. Airport radio systems 61

3.12.1. CUT - Company Utility Transmission services 62

3.12.1.1. A0001 Usage charges for CUT aircraft radio service 62 3.12.1.2. A0002 CUT remote control for CUT radio service 62 3.12.1.3. A0005 Usage costs of CUT radio system on exclusive frequency 63

3.12.2. MoZART monitoring system services 63

3.12.2.1. A0101 MoZART user licence 63 3.12.2.2. A0202 MoZART aircraft radio monitoring device 63

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3.13. FIDS and AIMS AODB 64

3.13.1. FIDS public services 65

3.13.1.1. F0001 Standard landscape/portrait 65 3.13.1.2. F0002 FIDS large landscape/portrait 65 3.13.1.3. F2001 Mounting 65

3.13.2. FIDS staff services 66

3.13.2.1. F0041 staff monitor standard office 66 3.13.2.2. F0042 dual staff monitors standard office 66

3.13.3. AIMS AODB services 67

3.13.3.1. F0101 AIMS data feed 67 3.13.3.2. F0102 AIMS pages 67 3.13.3.3. F0103 AIMS data link 67 3.13.3.4. F0106 AIMS HCI client 67 3.13.3.5. F0120 Enterprise service bus data link 67 3.13.3.6. F4000 Logo on AIMS displays 67

3.14. Cabling 68

3.14.1. Cabling services 72

3.14.1.1. U0005 Optical fibre single-mode 72 3.14.1.2. U0007 Optical fibre single-modeduplex 72


4. Background information 73

4.1. Safety 73 4.2. Situation 74 4.3. Development 74 4.4. Competent response 76 4.5. WLAN 76 4.6. Mobile telephones 78 4.7. ADSL, VDSL, SDSL, xDSL 78 4.8. Optical fibre technology 78 4.9. Additional information 80 4.10. Contacts 81

Appendix 82

A.1. General Terms and Conditions 83

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2. Overview of ZRH Services

2.1. Network services

The concept ZRH Services is based on high-performance network infrastructures. A redundant and extremely

fast IP network connects the interfaces of the various ZRH Services.

Fig. 1 ZRH Services network interfaces

ZRH IP Network VPN1

A separate virtual network is set up for each custom-

er within the fully redundant IP network.

The Flughafen Zürich AG network offers secure

technologies for secure connections.

Internet WLAN

The Flughafen Zürich AG network is based on high-

speed Internet peering technology providing custom-

ers with state-of-the-art firewall-protected access to

the Internet.

Each customer's virtual network can make use of the

extensive WLAN infrastructure, however, the data is

always exchanged within the protected virtual net-

work only.

Telephony

The Flughafen Zürich AG network is designed to

support VoIP for contemporary communication.

1 A Virtual Private Network is a closed computer network that is set up on top of the infrastructure of a public

network.

Internet

Telephony

Data (VPN)

ZRH Network

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2.2. Workstation solutions

These optimised services can be combined to set up workstations to suit individual requirements.

ZRH Services forms the ideal interface to appropriate services for all the requirements of a modern work-

station. UCC sockets are used as the standard interface throughout the airport.

Fig. 2 UCC connector socket

The workstation solution comprises one IP MPLS2 port (V0002) and one IP VoIP service (T00063) with an IP

telephone handset (various models). Customers can choose to connect a computer of their own or one rented

from Flughafen Zürich AG.

Fig. 3 Standard workstation

2 Multi-Protocol Label Switching (MPLS) allows end-to-end transmission of data packets across heterogene-

ous networks along a path that is established in advance and signalled in a label. This transmission protocol is

mainly used by operators of large transport networks offering IP-based voice and data services.

IP MPLS Port 10/100/1000

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The UCC socket also serves as a general interface for analogue telephone lines (T00065) used by older de-

vices (e.g. fax machines).

Fig. 4 Fax connection

With the UCC socket and the IP PayLan port (V0006) service it is possible to set up the type of connection

required by all known credit card service providers.

Fig. 5 Credit card machine

Analoge Telefonlinie


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Customers can connect a cash register to their own systems via Flughafen Zürich AG's IP MPLS network

(V0002).

Fig. 6 Cash register

The VoIP3 solution is also available to customers who are not connected to Flughafen Zürich AG's IP MPLS

network. This is done with a special VoIP port (V0041) and an IP DDI telephony service (T00063) with an IP

telephone handset (various models).

Fig. 7 VoIP telephony

3 Voice over IP: Voice transmission/telephony via computer networks that are set up in accordance with Inter-

net standards.


VoIP Line

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Similar to the surf stations which Zurich Airport makes available to passengers, surf ports (V0005) allow cus-

tomers to access the Internet directly (and exclusively).

Fig. 8 Surf station


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2.3. Outsourcing

Outsourcing is an integral part of the ZRH Services range. The outsourcing services are marketed under the

name Rent-a-Client. The range includes fully equipped workstations with the latest Microsoft configurations

combined with dedicated server platforms and state-of-the-art storage technologies:

- Desktop

- Laptop

- Printer

- Server

- Backup and restore

Fig. 9 Outsourcing services

ZRH Services offers these services on a scalable and investment-free basis. Continuous upgrades to the lat-

est technologies form the core of the Rent-a-Client strategy.

2.4. Service and support

The services offered by ZRH

Services are comprehensive.

Variable costs are avoided if at

all possible. This permits ZRH

Services to offer clearly budget-

able services at foreseeable

costs.

The prices include service and

support as well as a professional

hotline. They also include restor-

ing systems to normal operation

after a fault. Our Customer Ser-

vice Desk is available to you at

all times in the event of a tech-

nical problem. Interventions by

the Support Team are governed

by the Service Level Agreement

(SLA) signed by the customer for

the respective service.

Fig. 10 ZRH Services

ZRH Services

Support

SLA

Troubleshooting

Update management

Lifecycle management

24/7 hotline

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3. Services

For details of the full range of ZRH Services, please refer to the individual fact sheets4 and the following sec-

tions in this document. The modular design of the entire range of services means that they can be combined

into a comprehensive solution. Each element can be optimised to suit the individual requirements of a work-

station that develops dynamically over time.

The fact sheets are continuously updated to reflect technical developments. The latest version can always be

found at the following URL: http://www.flughafen-zuerich.ch/ict

The modularity of the ZRH Services range allows individually optimised ICT solutions to be assembled. For

the prices of the various service elements please refer to the current ICT Services price list.

The following service groups were defined and are described below:

Service group Service code Service group Service code

Telephony - T Master time service - M

IP MPLS network ser-

vices

- V Time recording - M

Internet services - I Multimedia - K

IP wireless network ser-

vices

- W Video View service - Q

Rent-a-Client front-end

(R-a-C)

- N Airport radio systems - A

Rent-a-Client platform

(R-a-C)

- O FIDS and AIMS AODB - F

Housing & co-location - H Cabling - U

Tab 1: Service groups & codes

Central infrastructure (CI)

Some services are of pivotal importance to airport operations. The use of these services and the settlement of

the associated usage costs are subject to special provisions. These services are marked with (CI).

4 List of the technical and operations-relevant information for all the offerings within a service family (group).

http://www.flughafen-zuerich.ch/ict

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3.1. Telephony

Spoken communication is an important medium for the situational coordination of as many participants as

possible. Telephony still comes first in this regard. The design, organisational structures and operation of a

telephone system at a dynamic airport can become a critical factor if the service does not meet requirements

optimally.

Flughafen Zürich AG's objective to provide an airport telephone system that best supports the entire operation

and broadly connects all the partner businesses goes back many years.

Fixed network telephony

All the lines are run via connections of the Flughafen Zürich AG telephone system. The basic requirement for

connecting a VoIP terminal (standard technology) is a connection to the Zurich Airport IP MPLS.

The terminal can be placed between the UCC connector socket and the PC / notebook. This means that the

same physical socket (UCC) can be used for IP and analogue telephony. Requirements (service codes):

– IP MPLS connection (V0002 or V0041)

– DDI IP telephony service (T00063-xx), which comprises:

- MAC option (2nd MAC address for the telephone)

- VLAN option (separate VLAN for voice)

- PoE (Power over Ethernet)

- Call number in direct dial range

– VoIP telephone device (T003xx-xx)

Fixed network telephones

The portfolio of terminal devices includes models with standard, convenience or premium user functions. The

main characteristics of the various models are described in the following sections.

Please note that only VoIP system devices with PH labels supplied by Flughafen Zürich AG may be operated

and maintained on the airport telephone system.

Headsets

Most of our fixed line telephony systems have a separate headset socket. Please refer to the Suprag AG port-

folio for suitable headsets. This partner company offers quality products as used in call centres for example.

Visit this website directly for orders and advice on which headset would suit you and your device model:

www.suprag.ch. Any support services supplied by Flughafen Zürich AG in this regard will be charged based

on costs incurred.

Relocations

Users with Extension Mobility profiles can log in at any installed terminal (VoIP system device) at any work-

station on the circuit. You as the customer can therefore change workstations independently without having to

move the terminal hardware or incurring costs. You can also move terminal hardware (VoIP system devices)

within your circuit of installed IP connections as you wish and without cost implications. For customers of the

combined IP network and telephony service offered by Flughafen Zürich AG, we set up the Voice VLAN on

every IP MPLS socket.

Call rates

Calls between telephone devices on the airport telephone system (fixed fixed) are free of charge. Calls

from mobile phones with Sunrise Airport subscriptions to the airport telephone system (mobile fixed) and

http://www.suprag.ch/

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calls between Sunrise Airport mobile subscribers (mobile mobile) are also free of charge as are fixed

mobile calls (Sunrise Airport subscriptions). To benefit from these free services, please notify Flughafen Zürich

AG of the call numbers with Sunrise Airport subscriptions so that they can be stored in the least-cost routing

configuration.

Billing details (phonebill)

You can access detailed information about the telephone services you have used at any time through a secure

connection (encryption with authentication) to Flughafen Zürich AG's phonebill platform. This service is free of

charge.

Sunrise Airport subscription (mobile telephony)

In partnership with Sunrise, Flughafen Zürich AG offers Sunrise Airport subscriptions for mobile telephony,

providing mobile communication throughout the entire airport (including areas not accessible to the public) as

well as the whole of Switzerland.

Subscriptions to this service at the Sunrise Airport rate are available only at the Sunrise Centre in the airport

(Airport Shopping). Further information is available at: www.flughafen-zuerich.ch/staffrabatte

Mobile phones

The portfolio of mobile devices and the prices of new Sunrise Airport subscriptions or contract extensions are

updated monthly and published on www.flughafen-zuerich.ch/staffrabatte.

Calls from service lines on the airport telephone system

Numbers outside the airport can also be called from the service lines (check-in, gates and transfer). To do this,

the personal enabling code (CMC) needs to be entered when dialling the number. The CMC (T00066) also

allows chargeable calls to external (including international) subscribers to be charged on a usage basis.

Many numbers can be dialled from the service lines without an enabling code (directly or using a speed dial-

ling number):

Airport telephone system lines

043 815 xx xx can be reached by dialling 5 xx xx


Cargologic AG (Rhenus) lines at Zurich Airport


Swiss telephone system lines

044 564 xx xx can be reached by dialling 92 4 xx xx (ZRH)

022 591 xx xx can be reached by dialling 92 1 xx xx (GVA)

061 582 xx xx can be reached by dialling 92 2 xx xx (BSL / LUG / BRN)

Airport police lines (KAPO ZH)


Emergency numbers in Switzerland

11x all numbers can be reached directly

1414 REGA can be reached directly

140/143/144/145/147 can be reached directly

Added-value services in the 090X range are blocked on the service lines. Activations in conjunction with a

CMC can be arranged on request.

http://www.flughafen-zuerich.ch/staffrabatte


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3.1.1. IP telephony services (VoIP)

3.1.1.1. T00063 DDI IP telephony service

VoIP system access via a separate subscriber number in the direct dial range of the airport telephone system.

Requires an IP MPLS port (V0002 or V0041) for the physical connection and an IP telephone handset (VoIP

terminal T003xx).

3.1.1.2. T00368 IP telephony handset Basic

C3905

VoIP system device with backlit monochrome

graphics display (128 x 32 pixels) and a navigation

button. It has dedicated keys marked with self-

explanatory icons for the main functions. For extra

convenience, this model has a full-duplex hands-

free function Suitable for wall mounting.

Fig. 11 T00368 IP telephony handset Basic C3905

3.1.1.3. T00361 IP telephony handset Standard

C6921

VoIP system device with backlit monochrome

graphics display (396 x 81 pixels) and a menu-

driven user interface. It has dedicated keys marked

with self-explanatory icons for the main functions.

For extra convenience, this model has a full-duplex

hands-free function and a headset connector with

headset key.

Fig. 12 T00361 IP telephony handset Standard

C6921

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3.1.1.4. T00362 IP telephony handset Comfort

C6961

With the same features as the Standard model but

with 12 additional programmable speed dial but-

tons.

Fig. 13 T00362 IP telephony handset Komfort

C6961

3.1.1.5. T00360 IP telephony handset Premium

C8961

The main additional feature compared to the

Standard model is that this VoIP system device

has a high-performance 5" colour graphics display

with VGA resolution (640 x 480 pixels) for an ex-

cellent user experience. For optimum legibility in

various light conditions the display can be tilted. A

wireless headset with electronic hook switch (EHS)

can be connected to the USB 2.0 socket.

Fig. 14 T00360 IP telephony handset Premium

C8961

3.1.1.6. T00369 IP telephony handset CKEM

expansion module

For expanding the Premium model (T00360) by a

total of 36 programmable keys (18 keys per page,

page selection using labelled keys). The keys are

labelled electronically on an easy-to-read backlit

colour graphics display which can be tilted to

match the angle of the main device.

Fig. 15 T00369 IP telephony handset CKEM ex-

pansion module

3.1.1.7. T00377 IP conference telephone

C8831

VoIP conference telephone with external keyboard

and easily legible backlit monochrome graphic

display. Suitable for medium-sized meeting rooms.

Can only be operated on an IP VoIP V0041 con-

nection.

Fig. 16 T00377 IP conference telephone C8831

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3.1.2. Analogue telephony services

3.1.2.1. T00065 Analogue DDI IP telephone

line

Analogue phone line in direct dial range. Suitable

for analogue devices such as fax machines or

cordless phones. Supports calling line identification

presentation (CLIP) for incoming calls.

3.1.3. Standard telephony add-on services

3.1.3.1. T00061 IP telephony service

This service includes VoIP system access via the

customer's own subscriber number outside the

direct dial range. This requires an IP MPLS port

(V0002 or V0041) for the physical connection and

an IP telephone (VoIP handset T003xx).

3.1.3.2. T00109 Additional DDI call number

This service must be used if the customer requires

an additional call number for an existing line in the

direct dial range.

3.1.3.3. T00355 IP voice mailbox

Service for a voice mailbox with message storage

and internal and external access to messages.

3.1.3.4. T00356 IP mobile integration

Parallel call to a second device, often a mobile

telephone. Option to forward and retrieve calls by

pressing a button.

3.1.4. Extended telephony add-on services

Extended services for programming IVR and call centre scenarios as well as automated business hours usual-

ly require a detailed assessment with the customer and are therefore planned and implemented in the course

of a project. We will gladly assess your requirements in this regard and work out a tailored solution with a bind-

ing offer.

3.1.4.1. ISDN

ISDN basic connections (S0) are no longer available on the airport telephone system.

We recommend that EFTPOS devices (credit card readers) be connected using the "V0006 IP PayLan Port

10/100 Mbps" (LAN) or "W0001 Airport WLAN" services. In order to use ISDN cordless telephones and special

devices (Habimat), we recommend changing to the "T00065 Analogue DDI IP telephone line" service which

supports calling line identification presentation (CLIP).

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3.1.5. Special telephony services

3.1.5.1. T00058 DDI call number, permanently

redirected

Call number in the direct dial range with permanent

redirection to an internal or external destination.

3.1.5.2. T00066 "CMC" enabling code for ser-

vice lines

Enabling code (Client Matter Code) for making

chargeable telephone calls from service lines to

external subscribers.

3.1.6. Changes to telephony services

3.1.6.1. T00997 change of configuration of an

existing line

Minor programming adjustment to an existing line

(e.g. pick-up key assignment, etc.). This excludes

any changes requiring investigation which are im-

plemented based on costs incurred.

3.1.6.2. T00998 System device replacement

Replacement of an existing system phone with

another model, includes adjustments to the pro-

gramming.

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3.2. IP MPLS network services

Fast and reliable data transmission is the basis of every successful business infrastructure. Flughafen Zürich

AG offers the ideal layer 3 solution, IP MPLS. The MPLS technology allows every customer to be provided

with their own virtual network which can be individually extended and expanded with further IT services.

Fig. 17 Network architecture

Reliability

The following measures ensure the reliability of the network:

– Redundant (duplicated) provision of all backbone connections

– Continuous monitoring of all connections between network nodes

– Continuous monitoring of the condition of all active components on the network

– Immediate intervention by support staff when monitored elements fail

The entire network is designed for reliable operation and maximum service availability.

- UPC Cablecom

- Swisscom

- Sunrise

- GPRS

- EDGE

- HSDPA

- LTE

Layer 3

Customer IP MPLS VPN @ ZRH

IP Ports

SITA

SITA Airport Hub

Wide Are Network

Access to Carrier (NNI)

WLAN

Airport WLAN

indoor/outdoor

Mobile Networks

- AIMS

- FIDS

- Airport SAP

- Groundstar

- BRTS

- MoZARTAirport Services:

Airport Data Systems

- Virtual Firewall Standard

- Virtual Firewall Dedicated

- Public IP Address

- Remote Access

- LAN to LAN VPN

- Internet Proxy 25/50/100Internet

2 Providers

Partner Networks

Gateway to

external Networks

(single/dual)

- IP-Telephony

- Voice Mail

- IVR

VoIP

Voice over IP Network

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High performance

The consistent use of broadband optical fibre cabling and a 10 Gigabit backbone ensure that your bandwidth

and latency requirements can also be fulfilled in the future. Thanks to IP ports with bandwidths of up to 1 Gi-

gabit, we provide sufficient speed for your devices.

Safety

The MPLS VPN technology allows each customer to be provided with their own private network. This is essen-

tial if the network will be used for transferring sensitive data. For security reasons, only one terminal is permit-

ted per connection (port security).

Airport-wide availability

Wherever you may wish to connect one of your systems to the network at Zurich Airport, you can assume that

an IP MPLS socket is available.

Cost transparency

IP MPLS network sockets are billed per installation. There is no minimum quantity of sockets. The distance

between the individual network connections has no bearing on the costs. Naturally, there are no additional

charges for support and maintenance, nor are there any charges based on the volume of data transmitted.

These costs are included in the flat rate for each IP MPLS connection.

Optional extras

In addition to the fast network connections themselves, we offer highly attractive supplementary services:

– Internet access via a firewall

– Remote access VPN

– LAN to LAN VPN

– Data supply from the systems of Flughafen Zürich AG

– Fast direct connections to the site feeds of the Wide Area Network (WAN), operators SITA, Sunrise, upc

cablecom, Colt Telecom, MCI Worldcom and Swisscom

Many of the data supply services on Flughafen Zürich AG's systems are only available via direct connections

to the IP MPLS network.

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3.2.1. IP MPLS network services

3.2.1.1. V0002 IP MPLS connection

IP connection to the airport LAN, 10/100/1000

Mbps Ethernet using existing UCC infrastructure,

one port is required per terminal (1 MAC, 1 VLAN).

Customers do not need to run any additional net-

work devices (routers, switches).

3.2.1.2. V0005 IP Internet Surfport

IP connection to the airport LAN in the airport In-

ternet VLAN, firewall-protected, 10/100/1000 Mbps

Ethernet using existing UCC infrastructure, one

port is required per terminal.

3.2.1.3. V0006 IP PayLan port

IP connection for credit card payment machines to

the airport LAN in the airport Pay-VLAN, firewall-

protected, 10/100/1000 Mbps Ethernet using exist-

ing UCC infrastructure, one port required per ter-

minal.

3.2.1.4. V0008 IP LAN-I port

IP connection to Swisscom's LAN-I service at Zur-

ich airport, Ethernet 10/100/1000 Mbps on existing

UCC infrastructure, one port is required per termi-

nal.

3.2.1.5. V0009 IP SR VPN port

IP connection to the Sunrise service at Zurich air-

port, Ethernet 10/100/1000 Mbps on existing UCC

infrastructure, one port is required per terminal.

3.2.1.6. V0010 IP UPC VPN port

IP connection to the upc cablecom service at Zur-

ich airport, Ethernet 10/100/1000 Mbps using exist-

ing UCC infrastructure, one port is required per

terminal.

3.2.1.7. V0012 FraMaLan port

IP connection for franking machines to the airport

LAN in the airport FraMa-VLAN, protected by fire-

wall, 10/100/1000 Mbps Ethernet using existing

UCC infrastructure, one port is required per termi-

nal.

3.2.1.8. V0021 PoE option IP MPLS

Option on IP/MPLS port (V0002): power over

Ethernet on IP/MPLS port of devices within the ICT

service range.

3.2.1.9. V0022 MAC option IP MPLS

Option on IP/MPLS port (V0002): Additional MAC

address on IP MPLS port for use of a VoIP device

in addition to a desktop/notebook.

3.2.1.10. V0024 VLAN option IP/MPLS

Option on IP/MPLS port (V0002): Second VLAN on

IP MPLS port for using a VoIP device.

Please note:

Connecting devices such as hubs, switches, routers, firewalls, etc. to increase the number of IP MPLS con-

nections for further devices is not permitted for security reasons.

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3.2.2. Additional IP MPLS network services

3.2.2.1. V0031 Gateway to external network

(single)

IP gateway from ZurichAirportNet to an external

network, single connection (IP only)

3.2.2.2. V0032 Gateway to external network

(dual)

IP gateway from ZurichAirportNet to an external

network, dual connection - redundant (IP only).

3.2.2.3. V0041 IP VoIP connection

IP MPLS connection with reduced functionality,

only for using a VoIP device on the airport's VoIP

platform.

3.2.2.4. V0066 Network gateway to service

network

Connects an airport customer's IP MPLS VPN to

the service network of Flughafen Zürich AG. The

service network supplies airport services such as

AIMS, FIDS, GroundStar, BRTS, MoZART, etc.

3.2.2.5. V0202 SITA AirportHub connection

Connection between a customer IP MPLS VPN

and the global SITA AirportHub IP service. This

connection to the SITA network infrastructure con-

nects the customer's VLAN to the SITA customer's

headquarters. The connection has a georedundant

and highly available structure. The customer's

headquarters must request a SITA Airport Hub

connection from SITA because the IP network

configuration is defined by SITA.

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3.3. Internet services

IP network security

IP networks are part of the basic infrastructure of every modern business. Due to its dynamic operations pro-

cesses, an airport needs to have reliable and fast IP networks. At the same time, these networks form the

primary data connection, via the Internet, between the airport and many businesses with which it has direct

business relationships. However, all Internet connections bear a potential risk. It is essential that these access

points be well-protected, because a disruption of these connections has a massive impact on business pro-

cesses.

Implementation of requirements

In order to meet the rigorous IT security demands, the airport uses only products from market leaders. All the

services we offer are based on the systems and concepts of Zurich Airport and offer the same level of security

that is essential to Zurich Airport. The IT security services offered for Internet services are therefore based on

Flughafen Zürich AG's rock-solid IP MPLS network. The Internet services are governed by the same SLA con-

ditions as the IP MPLS network.

Fig. 18 Firewall architecture

Internet

2 Providers

Terminal 2

Ticketing

Office

Station

Office

Check-In 1

Ticketing

Office

Station

Office

Dock E

Ticketing

Office

Station

Office

Customer IP MPLS VPN @ ZRH

External Managed Firewall

Customer Firewall safe-positioned at

Airport Data Center. Managed by

Customers Security Department

Remote Managed Firewall

Airport Firewall outside the Airport

with LAN to LAN Access to the

Customer IP MPLS VPN@ZRH

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Threat situation

The threat to companies from the Internet is difficult to ascertain. The media are full of reports of incidents

which in extreme cases even resulted in the affected companies being bankrupted. The Internet services of-

fered by Flughafen Zürich AG aim to offer maximum security at a reasonable cost. Of course, customers are

well advised to take further precautions to fully cover their need for protection. This includes loading the latest

security patches and virus definitions on every single workstation. The highly knowledgeable IT security spe-

cialists of Flughafen Zürich AG will gladly advise you.

Reliability

The following measures ensure that the Internet services are reliable:

– Redundant (double, georedundant) cabling of all connections

– Continuous monitoring of all Internet service devices

– Immediate intervention of support staff when monitored elements fail

The entire network is designed for reliable operation and maximum service availability.

High performance

The hardware installed is designed for very high performance and can therefore intercept even major denial-

of-service attacks5 or similar incidents. The infrastructure is also able to absorb the annual growth easily. The

trunk lines to the Internet have a georedundant layout with adequate bandwidth reserves.

Airport-wide availability

The Internet services are available in their full bandwidth regardless of where a customer connects a system

to the IP MPLS network at Zurich Airport.

Firewall

The firewalls used at the airport support virtualisation. Flughafen Zürich AG provides each customer with a

virtualised (dedicated) firewall. The advantage of this is that there are no overlaps with other customers, par-

ticularly in the management of the firewall and the INSPECT section of its configuration.

Changes to firewall configurations are made between Monday and Wednesday. The process normally takes

two days. From Thursday to Sunday, no configuration changes are made to operations-related systems at

Zurich Airport for security reasons, to ensure smooth operations at the weekend. Only fault resolution work is

done, as fast as possible, during this time.

Flughafen Zürich AG checks the resources required by the firewalls continuously and can detect performance

bottlenecks in good time. Of course, the firewalls are regularly updated with the latest software so that all the

security advisories are loaded.

LAN-2-LAN IPsec tunnel

Nearly all customers at Zurich Airport need to be able to connect to remote sites. We therefore use an ex-

traordinarily powerful and fully redundant product for this. It is an area in which we have many years of experi-

ence.

5 A denial-of-service (DOS) attack is an intentional attack on the infrastructure components (firewall, server

etc.) of a network with the aim of overloading a service. Once overloaded, the service crashes, making it una-

vailable and no longer able to fulfil its functions.

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Content filter / web proxy

The airport offers a content filter/web proxy as an additional service. This, too, is a product in the large-

customer segment. This service is already used by various customers and can be individually configured for

each one.

3.3.1. Internet services

3.3.1.1. I0003 Virtual firewall standard

A firewall for accessing the Internet from a VLAN

at Zurich Airport. The I0003 "Virtual firewall stand-

ard" service includes the standard firewall function,

10Mbit/s Internet bandwidth and a public IP ad-

dress for PAT (Port Address Translation). The

firewall has a fully redundant structure and is

based on state-of-the-art technology. This product

is offered on condition that the IP addressing and

INSPECT rules of Flughafen Zürich AG are adopt-

ed.

3.3.1.2. I0005 Virtual firewall dedicated

A firewall for accessing the Internet from a VLAN

at Zurich Airport. The I0005 "Virtual firewall dedi-

cated" service is based on a physical firewall clus-

ter. It consists of a virtual instance, similar to a VM

server system. The dedicated virtual firewall ser-

vice therefore provides customers with a full set of

rules. It includes 20 MBit/s Internet bandwidth and

an outside public IP address.

3.3.1.3. I0017 Firewall speed update 5Mb

This service allows the Internet bandwidth for vari-

ous firewall products to be gradually increased.

3.3.1.4. I0020 Public IP address

IP address for use of the Internet. The I0020 "Pub-

lic IP address" service consists of an additional

public IP address. This address can be used for

additional NAT or PAT rules.

3.3.1.5. I0032 Remote access

The I0032 "Remote access VPN OTP SSL" ser-

vice includes remote access via SSL VPN client

software directly to the customer's VLAN. It in-

cludes an OTP (one-time password) solution with a

token and the client software. Remote access con-

nections must always be activated by the user

before use.

3.3.1.6. I0040 LAN to LAN VPN

The I0040 "LAN to LAN VPN" service is based on

the airport's IPsec device. It is virtualised in the

same way as the MPLS network and therefore

entirely independent of other customers' routing

tables. This service allows the customer to connect

their VLAN at Zurich Airport with other locations via

the Internet. This is a permanent network link.

3.3.1.7. I0100 External managed firewall

The I0100 "External managed firewall" service is

designed for customers who wish to install their

own Internet firewall. It includes a public IP ad-

dress, 2 height units of space in a central partner

room, electricity, cooling and 10 MBit/s symmet-

rical Internet bandwidth.

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3.3.1.8. I0110 Remote managed firewall

The "Remote managed firewall" service consists of

a firewall supplied by Flughafen Zürich AG and

configured to the customer's requirements. It is

installed remotely by the customer and managed

by Flughafen Zürich AG. Service I0040 is a re-

quirement.

3.3.1.9. I0201 Internet proxy 25

Service I0201 consists of a dedicated Internet

proxy with URL filter and virus scanner for 25 us-

ers. This proxy is installed on the customer's net-

work and managed by Flughafen Zürich AG.


Functionally, service I0202 is the same as service

I0201. The maximum number of users is 50.


Functionally, service I0203 is the same as service

I0201. The maximum number of users is 100.

3.3.1.12. I0210 R-a-C Internet proxy

Service I0210 "R-a-C Internet proxy" is an optional

add-on for a R-a-C client and comprises an Inter-

net proxy service with URL filter and virus scanner.

This proxy is installed on the airport network and

managed by Flughafen Zürich AG. Price based on

number of users.

Please note

– Each virtual network (customer IP MPLS VLAN @ ZRH) requires one Internet connection.

Each IP MPLS VLAN at Zurich Airport requiring access to the Internet must have its own Internet service. A

LAN-to-LAN connection via the Internet also requires a firewall service as a platform.

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3.4. IP wireless network services

WLAN at Zurich Airport

Wireless communication is an important prerequisite for smooth operations at Zurich Airport. In many parts of

the airport, mobile data connections are used in connection with handling, to coordinate vehicles and re-

sources, for mobile access to business data or even just to pass the time while waiting. The wireless LAN

services form an extension of the existing IP MPLS network on the premises of Zurich Airport.

Wireless LAN on the apron

The WLAN infrastructure on the Zurich Airport apron as well as all the handling areas at stands and finger

docks is optimised to suit the requirements of the activities in these areas in every way.

Wireless LAN in offices and businesses

Flughafen Zürich AG offers you the option to access your own company network via WLAN. This service is

available within your rental space at Zurich Airport as well as all the public areas of the airport. We can provide

your notebooks, tablets and smartphones with access to your network with flexible provisioning methods and

self-service functions. For this, your company needs to have its own IP MPLS network at the airport.

Full coverage

Thanks to a professional radio network design, all WLAN systems installed in vehicles remain connected to

their central systems continuously even when driving through the road tunnel to Dock E.

Secure

In order to protect the WLAN network from outside influences, maximum security is implemented on all cus-

tomer devices. The WLAN infrastructure supports all the common encryption and authentication methods. The

types of processes that can be used are usually dependent on the functionalities of the clients used.

Devices are identified and dynamically allocated to the correct customer networks by means of extensible

authentication protocols such as PEAP. This ensures maximum transmission speed and customer data securi-

ty.

Reliable

The entire WLAN infrastructure at Zurich Airport is designed to provide frequency coverage throughout the

site. This means that all transmission cells are carefully coordinated so that they do not interfere with each

other. This is essential to achieve the best technically achievable data throughput rates as these are signifi-

cantly reduced when transmitters overlap each other on the same channels.

of 87

WLAN performance and availability is continuously monitored and improved. Low signal areas are identified

and addressed thanks to regular measurements taken by a specially equipped measurement vehicle.

Fig. 19 WLAN measurement vehicle

Airport regulations concerning WLAN

Only a limited number of broadcasting channels is available for WLAN. A broad range of good and inexpen-

sive WLAN terminal devices offers significant advantages for Zurich Airport operations. In order to be able to

use them on an as large as possible area and keep airport operations within the relevant processes efficient

and cost-effective, all rental contracts prohibit the setup of proprietary WLAN networks or refer to the require-

ment for approval. The ZRH Services' WLAN product range enables the airport-wide infrastructure to be used

for company-internal purposes without impacting on airport operations.

Any disruption of operations processes caused by the operation of proprietary WLAN infrastructures and/or

broadcasting systems could result in a claim for damages.

Public WLAN

Public WLAN refers to direct Internet access via WLAN. Zurich Airport passengers have free access for a lim-

ited amount of time. After this, WLAN access is available by buying one of the packages shown on the public

WLAN login page.

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Monzoon

The wireless LAN services are supplementary to the IP MPLS network on the grounds of Zurich Airport and

are integrated with the VLAN associated with the terminal device.

The products of Monzoon are also available for direct access to the Internet using the Zurich Airport WLAN

infrastructure.

Monzoon Networks AG

Sales & Marketing

Spinnerei-Lettenstrasse

Riverside

CH 8192 Zweidlen

Tel.: +41 44 802 44 24

Fax.: +41 43 500 04 78

http://hotspot.monzoon.net/?sec=hot&cot=mza&lang=de

3.4.1. Mobile data services

3.4.1.1. W0010 WLAN access indoors flex

Access via Wireless LAN (802.11g/n) to IP MPLS

networks in your rented office space at Zurich Air-

port as well as the public areas of the airport.

The individual devices are usually authorised by

the customer. The customer can authorise as

many devices as they wish to allow on this infra-

structure. The pricing model is based on monthly

peak usage. Only the devices actually used are

charged. Inactive or unused devices do not incur

any charges.

A variety of technologies can be used for authenti-

cation. In terms of coverage, availability and

bandwidth, the terms of this service are "as is", i.e.

no binding parameters, and available only in the

indoor areas. The setup work is performed in coor-

dination with the customer and depends on the

customer's technical environment.

3.4.1.2. WLAN access outdoor flex (CI)

Access to wireless LAN on IP MPLS network with-

in the aircraft movement areas (handling areas),

the office rental spaces and the entire public zone.

Charges based on the customer's peak monthly

usage.

3.4.1.3. W0011 WLAN access outdoors (CI)

Access via Wireless LAN (802.11g/n) to IP MPLS

networks within the entire area of the airport. This

includes the airport apron, all the handling areas at

stands and finger docks, the road tunnel to Dock

E, the cargo buildings, offices and commercial

areas. The outdoor WLAN supply forms part of the

central infrastructure (CI).

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3.5. Rent-a-Client front-end (R-a-C)

Want to use the latest information technology without having to invest capital upfront? This is possible with

"Rent-a-Client" which offers the following advantages:

- High productivity - Safety

- Extreme reliability - State-of-the-art technologies

- High performance - Great value for money

- User-friendly - Diverse functionalities

For a fixed monthly usage fee per device, laptop, desktop PC or printer, you can have your own state-of-the-

art IT infrastructure. The package also includes professional operational support, expert helpdesk support,

regular updates and upgrades.

Rent-a-Client

This service provides you with your own desktop PC or laptop. Referred to as a "ZRH client", this service

comprises modern hardware, a recent operating system and the Office Professional suite from Microsoft®. It

also includes the usual convenient practical tools you would expect to find on all PCs nowadays. The hard-

ware is supplied by Lenovo (notebooks) and HP (desktops).

Microsoft® Windows 7

The most comprehensive enterprise version of Microsoft's® successful operating system represents the back-

bone of this modern workstation. The extensive functionality of this operating system forms the ideal platform

for all the applications installed. And thanks to our professional configuration, it is extremely stable.

Microsoft® Office 2010

The ideal companion for the operating system – Microsoft® Windows 7 and Microsoft

® Office 2010 comple-

ment each other perfectly. The fully featured "Professional" version meets even the most sophisticated needs.

Microsoft® Windows 10 & Office 2016

Life Cycle Management will upgrade our Microsoft® product versions to Windows 10 and Office 2016 in the

course of 2016.

Tools

Numerous helpful utilities with specialised functionalities supplement the operating system and Office suite to

create an efficient workstation.

Virus scanners

A powerful enterprise virus scanner with a continuous automatic update function and active monitoring is of

course included.

Patch management

If the updates and patches regularly issued by Microsoft® are not installed, the usability of a PC workstation

gradually declines. We test all the latest patches to ensure that they work flawlessly with the software installed

on your PC workstation.

Client products

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"Rent-a-Client" offers not only workstations and laptops but also CAD-certified PCs. The "Rent-a-Client" con-

cept also includes workstation printers with network connections and multifunction devices with integrated

scanners by HP.

Individual applications

Every company relies on certain specific applications that form part of their core competencies. Unlike the

combination of PC workstation and Office suite, they are not freely interchangeable. We will install these addi-

tional applications on the ZRH clients to create your perfect workstation. The supply of customer-specific ap-

plications is charged based on costs incurred.

Application virtualisation

This technology allows many conflicts between applications to be avoided and greatly simplifies installations. If

requested, we can set up full application virtualisation for extra stability and flexibility.

Terminal applications

Where appropriate, applications with underlying databases can be run as terminal applications. In this case

the entire application runs on a server in our secure computer centre, and your workstation functions as a

Windows terminal.

Customer Service Desk

With professional support from our highly trained and expert staff, any IT problems you encounter will be re-

solved very quickly and efficiently. Remote access (if authorised by you) enables the support engineer to re-

store functionality immediately in most cases.

Support services during normal office hours are also included, with 24x7 hour support available as an optional

extra if required.

Backup and restore

Daily backups and the restoration of your data in the event of inadvertent deletion are naturally part of our

comprehensive service package. Complete data backups are performed at regular intervals using the tried

and tested generation concept.

Documentation and reporting

The entire configuration and all the changes made to it throughout the system's lifecycle are meticulously doc-

umented to ensure that all interventions are tracked.

Generation changes

The "Rent-a-Client" concept frees the customer from having to make any investments. Nevertheless, the

proven concept ensures that the hardware, the client operating systems, as well as the standard Office appli-

cations used are upgraded in line with developments in technology.

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Services Software Hardware

Business Plattform

Service Level Agreement

Rent-a-Client software configuration

– Microsoft Windows 7 Enterprise operating system including Internet Explorer 9 and Media Player

– Microsoft Office 2010 suite with Word, Excel, PowerPoint and Outlook

– Adobe Acrobat Reader

– Adobe Flash Player and Shockwave Player

– Microsoft Silverlight

– Java Runtime

– PDF printer (for creating simple PDF files)

– McAfee virus scanner

Rent-a-Client add-on software

Additional software as requested by the customer can be implemented within the R-a-C range. However, it

must be fully compatible with the operating system of the client PC. One-off and recurring costs will be calcu-

lated and invoiced on an individual basis.

Rent-a-Client printer

Our specialists will gladly assist you with any special printer solutions or additional functionalities such as fin-

ishers or special paper trays you may need. Please contact ICT Shared Services for this.

The services offered do not include printer consumables. Rent-a-Client printers can only be offered as part of

an overall Rent-a-Client solution, i.e. printers without workstations or notebooks cannot be provided as a ser-

vice. Additional printers can be made available at any time if there is an existing Rent-a-Client infrastructure.

Rent-a-Client home office

A home office setup requires an appropriate dedicated firewall service on the customer side. The "Remote

Access VPN" service must be added to the R-a-C client (Internet services category) and is available only in

conjunction with service N0036. The home office must also have a fast Internet connection through an Ether-

net socket on a router (xDSL or cable modem). For security reasons, the installation of a hardware firewall at

the home office is recommended. The Internet connection and the firewall must be supplied and maintained by

the customer and cannot be obtained as a service within the R-a-C range.

Rent-a-Client requirements

To ensure that support can be provided for the

Rent-a-Client services, each client must have a

connection to the IP network of Flughafen Zü-

rich AG (IP MPLS network services category)

and the O0003 R-a-C "Standard Office" server

platform must be used. The Customer Service

Desk can use remote access on systems with

this setup and resolve problems more quickly.

Fig. 20 SLA structure

3.5.1. Rent-a-Client front-end services

Please note: The minimum rental period for all services is 24 months.

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3.5.1.1. N0020 Workstation (CAD-certified)

R-a-C workstation (CAD-certified) with Microsoft

Windows 7 and MS Office 2010 applications (both

in German), includes 24" LCD monitor.

3.5.1.2. N0021 Desktop

R-a-C desktop with Microsoft Windows 7 and MS

Office 2010 applications, includes 24" LCD moni-

tor.

3.5.1.3. N0036 Notebook

R-a-C notebook with Microsoft Windows 7 and MS

Office 2010 applications, includes docking station.

3.5.1.4. N0043 Printer Black A4

R-a-C black-and-white laser printer for small

workgroups on existing network connection (HP

Laserjet Family, format up to A4).

3.5.1.5. N0062 MFP Printer Color A4

R-a-C colour multifunction laser printer (includes

copier, fax and scanner) on existing network con-

nection (HP Laserjet Family, format A4, 2 paper

trays).

3.5.1.6. N0068 MFP Printer Colour A4/A3

R-a-C colour multifunction laser printer (includes

copier, fax and scanner) on existing network con-

nection (HP Laserjet Family, format up to A3, 3

paper trays).

3.5.1.7. N0077 Plotter Colour A0

R-a-C 42" plotter (HP Designjet Family) on existing

network connection.

3.5.2. Rent-a-Client front-end options

Please note: The minimum rental period for all services is 24 months.

3.5.2.1. N0012 standard monitor

R-a-C additional 24" LCD screen for N0020,

N0021 or N0036.

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3.5.3. Rent-a-Client software packaging services

ICT Shared Services can package certain programmes on behalf of customers. This means that the software

is modified so that the package can be allocated to the respective Rent-a-Client systems. The advantage of

this is that a software installation can be standardised for any number of clients and it only takes a few minutes

to allocate the packaged software.

Please contact ICT Shared Services to request new software in the form of a package. ICT Shared Services

will then coordinate with Engineering to assess the complexity involved in packaging the software. The cus-

tomer will then receive an offer based on this analysis. The price is complexity-based with distinctions made

between Software Easy, Software Medium and Software Complex.

What is included in the price?

– The price of this service covers the one-off packaging of the software. There are no additional costs for

adding further users.

– Within Flughafen Zürich AG: test installation, testing, produce installation instructions.

– Partial support: Call our Customer Service Desk in the event of irregularities or faults. The Customer Ser-

vice Desk staff will check if the application is functioning. However, application support is not part of this

service.

What is not included in the price?

– Any licences that may be required. It is up to the customer to obtain the correct licences. However, we will

discuss licencing with customers each time a request is made.

– Any changes or corrections required after software acceptance are not included. These may be updates,

upgrades, hotfixes, etc. and need to be treated in the same way as the packaging of new software.

– Application support. We take responsibility for ensuring that the software runs without any technical prob-

lems. We cannot be responsible for the way in which the program is used (i.e. no application support). This

must be arranged by the customer.

3.5.3.1. N0301 Easy software packaging

A simple application comprising files, registration

entries and links. The installation and usage re-

quirements are also minimal. This category in-

cludes products such as Adobe Reader, WinZip,

Flash and Shockwave player.

3.5.3.2. N0302 Medium software packaging

Applications that have multiple installation options

or which require the installation of services or addi-

tional drivers are rated medium complexity. This

category includes products such as Microsoft Of-

fice or Microsoft Project.

3.5.3.3. N0303 Complex software packaging

Applications with a complex installation procedure.

They require additional products or offer extensive

setup options during installation. This category

includes products such as SAP, Oracle or in-house

developments.

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3.6. Rent-a-Client platform (R-a-C)

Zurich Airport as server location

Want to use the latest information technology without having to invest capital upfront? Our "Rent-a-Server"

concept makes this a reality. As a location, Zurich Airport offers advantages that are unbeatable in many

ways.

For a fixed monthly usage fee per server, you can have a state-of-the-art IT infrastructure in next to no time.

The package also includes professional operational support, expert helpdesk support, regular updates and

upgrades.

Rent-a-Server

We use powerful Windows servers to run the parts of your IT infrastructure that belong in the secure environ-

ment of a high-availability computer centre. There your company's assets – the data vital to your operations –

are fully protected.

Windows® Server 2008 R2 / Server 2012

This server operating system is the perfect match for your Windows client. It enables you to run the applica-

tions associated with an Office platform, such as Exchange Server for e-mail.

Server virtualisation

With a virtual server, you can run applications on your own server instance reliably and cost-effectively. Modi-

fications, additions and new releases can be implemented quickly without great effort or expense.

Blade technology

Comprising the latest-generation blade servers, our server farm has sufficient processing power to run even

the most demanding applications.

Robust infrastructure

Maximum reliability demands an extremely robust infrastructure. Our fully redundant architecture features two

geographically separate computer centres with multiple power supplies, duplicated network connections and

fault-tolerant storage configurations.

Energy efficiency

In our computer centres, energy efficiency and optimum utilisation of system capacity are paramount. We

achieve our low energy efficiency rates particularly thanks to the new cooling technology in our computer cen-

tres.

State-of-the-art technology in the computer centres

A hot aisle containment system is used to physically separate the cooled air from the warm exhaust air by

creating a warm air collecting space. This prevents the warm and cold air from mixing and hotspots from form-

ing. In this way, the entire infrastructure in the computer centre is protected at all times.

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Fig. 21 Hot aisle containment concept

Backup and restore

Daily backups and restoring your data in the event of inadvertent deletion are naturally part of our comprehen-

sive service package. Complete data backups are performed at regular intervals using the tried and tested

generation concept.

Monitoring and management

All our servers are permanently monitored using a fully automated management system. As soon as an irregu-

larity occurs, a threshold is exceeded or a malfunction alert is triggered, the management system automatical-

ly escalates the incident to the support organisation. All server platform trends are regularly analysed.

Patch management

If the updates and patches periodically issued by Microsoft® are not installed, the usability of a server gradually

declines. We test all patches to make sure that they function faultlessly and check that they work in combina-

tion with the applications on the servers.

Before the patches are deployed to the customer's productive servers, the ICT technician in charge will con-

tact the customer to arrange a time window. The customer's IT staff therefore do not have to set up patching

reminders and can rely fully on the ICT technicians of Flughafen Zürich AG to do this.

Virus scanner

A powerful, regularly updated virus scanner is of course included.

Hot Aisle

coolercoolercooler

server cabinetsserver cabinets

fully air-conditioned environment thro

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Documentation and reporting

The entire configuration and all the changes made to it during the system's life cycle are documented. A copy

of the documentation is also handed to the customer. This ensures that all interventions are fully traceable.

HW & OS lifecycle

The "Rent-a-Server" concept frees the customer from having to make any investments. Nevertheless, the

proven concept ensures that the hardware, the server operating systems, as well as the standard Office appli-

cations used are upgraded in line with developments in technology.

Customer Service Desk & Server Engineering

With professional support from our highly trained and expert staff, any IT problems you encounter will be re-

solved quickly and efficiently. Remote access (if authorised by you) enables the support engineer to restore

functionality immediately in most cases.

Support services during normal office hours are also included, with 24x7 hour support available as an optional

extra if required.

If the reported problem cannot be resolved by the support engineer, it is escalated to server engineering. As a

major buyer, we also have direct support channels to the hardware and software vendors and thus have full

support cover.

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3.6.1. Applications

Office server platform

Applications are gaining an increasingly important role with customers. The "Office server platform" package is

the ideal add-on to the virtual "Rent-a-Server" service. This package includes a complete basic infrastructure

with the following services:

- Microsoft Active Directory (directory service)

- Microsoft Exchange Server (email system)

- Microsoft File Services (file storage)

- Microsoft Print Services (print services)

These services also run perfectly with the "Rent-a-Client" services on offer. This means that a complete Office

server environment can quickly and inexpensively be made available to you.

Terminal server applications

Where appropriate, applications with underlying databases can be run as terminal server applications. In this

case, the entire application runs on a server in one of our secure computer centres. Your workstation acts as a

Windows terminal.

Fig. 22 Diagram of terminal server applications

Individual applications

Every company relies on certain specific applications that form part of their core competencies. Unlike the

combination of PC workstation and Office suite, they are not freely interchangeable. We will make these addi-

tional applications available on our "Rent-a-Server" and "Rent-a-Client" products to create your perfect work-

station. The supply of customer-specific applications is charged based on costs incurred.

Clients

Loadbalancer

Web Interface Servers Data Store

Application Servers

Da

tace

nte

r

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Databases

Many business applications now require a database. This need is addressed by "Rent-a-SQL" which makes

application databases available in a simple way. The service includes regular backups and continuous availa-

bility monitoring.

3.6.2. Our offering

24/7 support

Our Customer Service Desk is available to you 24 hours a day, 7 days a week, 365 days a

year by email and telephone.

Operating system variations

Windows Server 2008 R2 / 2012 are defined as the default. Other operating systems can be

obtained on request.

Backup included

If you opt for a virtual server, full backups or snapshots of the data are taken daily.

99.95 percent availability

As per our service level agreements, we guarantee a 99.95% monthly average availability for

your virtual server.

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Server options

Tab 2: Comparison of virtual servers

3.6.3. Specific points

Individual upgrades

Individual upgrades are only possible for the R-a-C extra-large virtual application server (O0110) services on

request. Additional disk space can only be supplied in block sizes of 50 GB and on the above condition. The

minimum rental period of the server being upgraded must also be taken into consideration. RAM upgrades for

physical servers are only possible subject to consultation. Virtual servers can be upgraded in blocks of 4 GB.

Here too, the above condition and the minimum server rental period must be considered.

Citrix services

The R-a-C Citrix services (O0200) require additional hardware (one physical and one virtual server each). For

a maximum number of 30 users, a small virtual server application (O01017) is required. This setup does not

offer redundancy. It includes the OTP (one time password) solution and tokens for the agreed number of us-

ers. A higher number of users and/or redundant operation is available on request.

Service Virtual small Virtual medium Virtual large Virtual extra large

OS Windows Server

2008 R2 / 2012

Windows Server

2008 R2 / 2012

Windows Server

2008 R2 / 2012

Windows Server

2008 R2 / 2012

CPU 2 2 4 8

Disk (GB) 50 100 200 200

RAM (MB) 2048 4096 8192 16384

IP addresses 1 1 1 1

Traffic unlimited unlimited unlimited unlimited

Bandwidth 1000 MBit/s 1000 MBit/s 1000 MBit/s 1000 MBit/s

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3.7. Housing & co-location

Housing

If your workstations are networked, we can house your servers in one of the centrally situated rooms at Zurich

Airport.

Co-location

Suitable for customers with their own ICT infrastructure who place their servers in the secure environment of

Flughafen Zürich AG and do not wish to use the IP MPLS infrastructure of Flughafen Zürich AG.

Partner rooms

The partner rooms at Zurich Airport are specially built to house IT equipment and, in many aspects, corre-

spond to a fully equipped computer centre. At present there are two partner rooms, one in Terminal B (B) and

one in the Freight East complex (F2). Both rooms are air-conditioned and secured by a badge reader and

video-monitoring at the entrances.

Redundant optical fibre and copper lines are available to several carriers. A connection to the Flughafen Zü-

rich AG UCC network is also provided.

Fig. 23 Interior of the FZAG partner rooms

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Location and facilities

Fig. 24 Location of the partner rooms

Room designation Partner room B Partner room F2

Raised access floor Yes

Badge access control Yes

Video monitoring Yes

UPS Yes Yes, but limited

Carriers in same room - Swisscom

- Sunrise

- upc cablecom

- Colt Telecom

- Verizon

- Orange

- IBK

- Gas & Com

- Swisscom

- Sunrise

- upc cablecom

- Colt Telecom

Tab 3: Description of the partner rooms

Power usage

Power consumption is charged on a flat-rate basis. Each height unit includes a flat rate for a maximum of 100

W of electricity. If additional consumption is detected, billing is based on the power consumption actually

measured. A separate 13 ampere power supply (maximum 2500 Watts) is supplied for each rack unit (10HU,

20HU, 40HU). Any further power or UPS requirements must be ordered separately. Power consumption de-

pends to some degree on the room facilities, but mainly on the level of cooling. Power usage exceeding 100

Watts per HU must be assessed on an individual basis.

Partnerraum B

Terminal B

Partnerraum F2Fracht Ost

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Battery-supported power supply (UPS)

A requirement for the supply of UPS6 power is that power con-

sumption during normal operations is billed on the basis of the

normal power usage service. UPS power is an add-on option that

is charged in addition to the normal power usage service.

Abbreviation HU

The term HU stands for height unit in a standard 19-inch rack.

One HU corresponds to 1 ¾ inches or 44.45 mm. This is the dis-

tance between the mounting brackets for servers and shelves in

19-inch cabinets.

Rack depth

The racks for single components (H0101) have a depth of 80 cm

and are suitable for housing network devices, for example.

The remaining racks have a depth of 100 cm and can be used for

ordinary 19-inch servers.

Fig. 25 Access to partner rooms is secured through badge access control and video monitoring

6 An uninterrupted power supply (UPS) ensures the supply of power to critical electrical systems in the event of

a fault on the power grid.

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3.7.1. Housing services

The housing services are suitable for customers with workstations distributed across Zurich Airport which are

networked via Flughafen Zürich AG's IP network infrastructure.

3.7.1.1. H0102 ¼ 19" cabinet with 10 HU

Use of a locked quarter of a 19" rack in a partner

room at Zurich Airport. Suitable for servers with a

depth of 100 cm. Power usage is charged sepa-

rately at a flat rate. Access 7 x 24h with personal

airport security pass.

3.7.1.2. H0110 ½ 19" cabinet with 20 HU

Use of a locked half 19" rack in a partner room at

Zurich Airport. Suitable for servers with a depth of

100 cm. Power usage is charged separately at a

flat rate. Access 7 x 24h with personal airport se-

curity pass.

3.7.1.3. H0103 19" cabinet with 40 HU

Use of a locked 19" rack in a partner room at Zur-

ich Airport. Power usage is charged separately at a

flat rate. Suitable for servers with a depth of 100

cm. Access 7 x 24h with personal airport security

pass.

3.7.2. Power consumption services

Flat-rate charge for power covers consumption up to a maximum of 100 Watts per height unit (HU). If this

amount is exceeded, the consumption amount measured is billed.

3.7.2.1. H0832 Power flat rate per ¼ 19" rack

Flat rate per ¼ 19" rack for normal power provided

via Zurich Airport power supply.

3.7.2.2. H0836 Power flat rate per ½ 19" rack

Flat rate per ½ 19" rack for normal power provided


3.7.2.3. H0836 Power flat rate per 19" rack

Flat rate per 19" rack for normal power provided


3.7.3. Use of floor distributors

The floor distributors of Zurich Airport cannot be used for housing the customer's own active components. The floor distributors are designed to house the systems of Zurich Airport and are secured accordingly.

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3.7.3.1. H0810 Use of UPS in partner rooms (UPS power supply)

Additional option for supply of normal power from a UPS device of Flughafen Zürich AG with a guaranteed

supply of up to 2400 Watts. This option is only available in addition to the normal power supply service. The

customer can decide how many devices to secure on one socket. The diagram below shows only FZAG's

recommendation. FZAG accepts no liability for power outages caused by excessive loads or high start-up

current requirements. Customers can order multiple sockets from FZAG.

Fig. 26 UPS usage

Depending on the fuse used, each socket can handle a certain load. Normally the sockets are protected by a

13 ampere fuse which can temporarily be loaded with a maximum of 2990 watts at 230 volts. As a rule, it is

not recommended to load a 13 A fuse with more than 2400 watts for an extended period of time. Fuses are

likely to trip if continuously subjected to a high load. Furthermore, please check the start-up current require-

ments of the devices connected, as this may also cause a fuse to trip.

PartnerFZAG

Power Distribution Rack (Partner 10-40 HE)

F1

58

5

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3.7.4. Co-location services

The co-location services are for customers who run their own IT infrastructure at Zurich Airport and whose

workstations are not on the Flughafen Zürich AG IP network infrastructure.

3.7.4.1. H0402 ¼ 19" cabinet with 10 HU

Use of a locked quarter of a 19" rack in a partner

room at Zurich Airport. Suitable for servers with a

depth of 100 cm. Power usage is charged sepa-

rately at a flat rate. Access 7 x 24h with personal


3.7.4.2. H0403 ½ 19" cabinet with 20 HU

Use of a locked half 19" rack in a partner room at

Zurich Airport. Suitable for servers with a depth of

100 cm. Power consumption is charged separately

at a flat rate. Access 7 x 24h with personal airport

security pass.

3.7.4.3. H0404 19" rack with 40 HU

Use of a locked 19" rack in a partner room at Zur-

ich Airport. Power consumption is charged sepa-

rately at a flat rate. Suitable for servers with a

depth of 100 cm. Access 7 x 24h with personal



Power consumption

Flat-rate charge for power covers consumption up

to a maximum of 100 Watts per height unit (HU). If

this amount is exceeded, the consumption amount

measured is billed (services H0832, H0836 and

H0837).

Regulations

Systems housed on the premises of Flughafen

Zürich AG must comply with the applicable regula-

tions. In the event of changes to these regulations,

the cost of any modifications will be borne by the

customer.

Access to airport security zones

In accordance with EU provisions and Federal

Office of Civil Aviation (FOCA) requirements, the

various airport security zones are not freely acces-

sible. Access by telecommunications providers is

subject to these provisions and cannot be adapted

to the needs of end customers (SLA). Due to ongo-

ing changes to the regulations, it is not possible to

agree any binding access regulations for the long

term.

Access to the partner rooms

Access to the partner rooms is possible at any time

without prior notice upon presentation of a person-

al airport security pass. The rooms are on the

landside and can be reached without passing the

security check.

Cabinets fitted with locks are integrated into the

lock plan of Zurich Airport (KABA security locks).

Loaned keys are included, and registered security

keys can be borrowed by holders of an airport

security pass.

An extract from the Register of Convictions is re-

quired to obtain an airport security pass.

Access to power distribution board of

Flughafen Zürich AG

Only authorised Flughafen Zürich AG employees

may access to the power distribution board of Flu-

ghafen Zürich AG.

Any problems should be reported to Service24

(+41 43 816 24 24).

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Electrical safety

All systems housed in the racks of Flughafen Zü-

rich AG must comply with the current regulations.

Availability

Flughafen Zürich AG is keen to ensure maximum

availability of the UPS system. Nevertheless, the

UPS system is not available 100 percent of the

time. The system may be shut off with appropriate

prior notice for maintenance and planned work.

Details of planned work on the UPS system will be

sent to the billing address or the registered contact

person a reasonable period in advance.

The best system availability is achieved with a

combination of normal and UPS power and with

two built-in power supplies or a rack automatic

transfer switch for all active components.

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3.8. Master time service

Flughafen Zürich AG is proud that flight operations are conducted with minimum delays. This requires that the

exact time is always available where necessary.

Clock system

Flughafen Zürich AG runs a central master clock which obtains its time signal from a GPS satellite. The clocks

are self-regulating, i.e. they switch between summer and winter time automatically.

The manufacturer of the master clock keeps a wide range of analogue and digital slave clocks that can be

connected to it. The products available are in line with the latest trends. Alternatively, to meet exclusive re-

quirements, a slave clock may be used as the basis for a bespoke product.

Fig. 27 Schematic diagram of the clock system with master clock

In the following sections you will find a list of our services and the most popular slave clocks that are on the

price list. Slave clocks can be set up anywhere in any building of Flughafen Zürich AG.

Slave clocks

The slave clock models offered are the most commonly used by Flughafen Zürich AG and our partners. All

clocks have the same exterior design with housings suitable for surface mounting. A distinction is made be-

tween analogue and digital clocks.

Clocks as advertising media

On request it is possible to deliver clock movements that can be inserted into clock housings designed to the

customer's wishes. This turns the clock into an advertising medium while retaining the precision of the clock

system.

Ethernet LAN

RS232

Selbstrichtende analoge und digitale Uhren PC-SynchronisierungMutteruhr

GPS-Empfänger

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The correct time

By default, the clock signal is set to UTC +2 (CET). On special request, however, it can also be set to UTC.

UTC Universal Time Coordinated (Summer local –2 h, Winter local –1 h)

Local CET

Radio clock problems

In buildings with a lot of electrical and electronic equipment, the time signal from the National Metrology Insti-

tute in Frankfurt am Main cannot be received without interference on the normal frequency of 77.5 kHz. For

this reason, all clocks of an official nature at Zurich Airport are directly wired to the central clock system.

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3.8.1. Master time services

3.8.1.1. M0000 Cable connection for slave

clock

Laying of a signal cable between the closest floor

distributor and the location of the slave clock.

These one-off costs depend on the location of the

slave clock and are charged in accordance with

costs incurred.

3.8.1.2. M0001 CET time signal

Time information from the Zurich Airport master

clock. Central European Time (CET). Automatic

switch between summer and winter time. Time

base from GPS satellite network.

3.8.1.3. M0101 UTC time signal

Time information from the Zurich Airport master

clock. Universal Time Coordinated (UTC). Time

base from GPS satellite network.

3.8.1.4. M0004 Digi-H red slave clock (401A)

Displays hours, minutes and seconds, dimensions

305 x 90 x 58 mm. Red LEDs with a font size of 50

mm show the time clearly even at a distance.

3.8.1.5. M0004 Digi-H green slave clock (401A)

Displays hours, minutes and seconds, dimensions

305 x 90 x 58 mm. Green LEDs with a font size of

50 mm show the time clearly even at a distance.

Fig. 28 Digi H 401A digital clock with LED

3.8.1.6. M0006 Digi-D red slave clock (450A)

Displays hours, minutes, day of the week, date and

month, dimensions 550 x 90 x 58 mm. Red LEDs

with a font size of 50 mm show the time clearly

even at a distance.

3.8.1.7. M0007 Slave clock Digi-D green (405A)


month, dimensions 550 x 90 x 58 mm. Green

LEDs with a font size of 50 mm show the time

clearly even at a distance.

Fig. 29 Digi H 450 A digital clock with LED

3.8.1.8. M0008 Digi-D rot qG slave clock

(454A)


month, dimensions 300 x 300 x 58 mm. Red LEDs

with a font size of 50 mm show the time clearly

even at a distance.


3.8.1.9. M0009 Digi-D green qG slave clock

(454A)


month, dimensions 300 x 300 x 58 mm. Green



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3.8.1.10. M0010 Flex 30 slave clock

The Flex analogue clock with a diameter of 30 cm

and the ZB200 clock face is suitable for any interi-

or use thanks to its robust construction.

Fig. 31 Clock face ZB200

3.8.1.11. M0011 Flex 40 slave clock

The Flex analogue clock with a diameter of 40 cm

and the ZB200 clock face is suitable for any interi-

or use thanks to its robust construction.

Fig. 32 Analogue clocks Flex 30 and Flex 40

3.8.1.12. M0012 Digi-H 490A red slave clock

Displays hours, minutes, seconds and analogue

seconds, dimensions 300 x 300 x 58 mm. Red



3.8.1.13. M0013 Digi-H 490 green slave clock

Displays hours, minutes, seconds and analogue

seconds, dimensions 300 x 300 x 58 mm. Green




For information and brochures about the extensive

selection of analogue and digital slave clocks

please contact ICT Shared Services.

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3.9. Time recording

Decentralised workstations, flexible work times and shift plans as well as legal requirements concerning work

and break times call for a sophisticated time recording system.

Electronic time recording is a simple way of gaining

insight into employees' work times in order to reim-

burse them efficiently. When employees clock in

and out at the time recording terminals, their work

times are recorded down to the minute. Ideally, they

should use their personal airport security passes for

this.

Electronic time recording devices

At Zurich Airport, time recording devices by Kaba

are used. A large number of these devices belong

to the new B-Web generation. Any older device

generations still in use are gradually being re-

placed.

Fig. 34 Attendance recorder

Security passes

In order to be able to record work times on a time recording device, the pass must

have the appropriate legible chip. Airport security passes have a Legic chip. The

Legic number stored on this chip allows the time to be recorded for a specific per-

son.

Fig. 35 Airport security pass

Locations of recording devices

Approx. 40 time recording devices are already installed at various locations throughout Zurich Airport. Most of

the terminals are generally accessible and can also be used by partner companies if required. A plan of the

airport with the current locations and a list of the rooms can be requested from ICT Shared Services.

Additional time recording devices

Additional recording devices can be installed if requested by a partner company. If these devices are within an

area that is only accessible by the partner company, they are considered to be dedicated. Additional recording

devices in freely accessible areas are referred to as "public". Flughafen Zürich AG decides on a case-by-case

basis whether to accept a requested location as "public" and thus to allow it to be used at a lower cost.

Data exchange

Flughafen Zürich AG will notify the partner company of the exact fields required and the partner company must

send the required employee data in this format. Any employees who also work for other companies at Zurich

Airport must be declared from the outset, so that they can be managed on a multiple employee basis. This is

very important so that the time data can be allocated to the correct company.

Data deliveries:

Employee data: From partner company to Flughafen Zürich AG 1 x daily at night.

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Time data: From Flughafen Zürich AG to partner company continuously every 15 minutes.

3.9.1. Time recording services

3.9.1.1. M1001 Time recording data

Initial costs

The initial costs comprise the once-off costs of installing the data connection to the partner company's IP net-

work for the transfer of the recorded time data. Until the test phase is complete and the data connection has

been approved, the partner company must assign these tasks to a specialist with the relevant expertise. Inter-

face technology: web services

Monthly recurring costs

Usage of the time recording infrastructure is calculated based on the number of employees who record their

work times with it. Accounting unit: per employee.

3.9.1.2. M1002 Dedicated badge reader

This service provides your company with a dedicated recording device which cannot be used by other compa-

nies. This kind of device is usually situated within a rental space that is not freely accessible.

3.9.1.3. M1003 Public badge reader

This service makes a recording device available at a location that is not yet connected. Depending on the se-

lected location, other airport companies may also be able to use the device, resulting in lower usage costs.

Flughafen Zürich AG reserves the right to refuse a location it considers unsuitable. In this case, a dedicated

recording device (M1002) should be ordered instead.

Please note: The data is transferred on the IP MPLS network of Flughafen Zürich AG. If the processing sys-

tem is not on this network, a suitable gateway must be ordered as well.


Minimum number of employees billed

Each partner company (company code) is charged for usage by a minimum of 30 employees.

If the employees only use time recording devices that are already installed, only the M1001 service is charged.

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3.10. Multimedia

TV and radio channels

The TV and radio channels offered on Flughafen Zürich AG's RTV network are mainly digital. This allows you

to receive crystal clear images from over 100 digital TV channels, of which 18 are in HD. Interference-free

entertainment is available on over 100 digital radio channels. All channels can be received unencrypted. For a

current list of channels please enquire with ICT Shared Services.

TV receiver for entertainment

The devices available are from the current Samsung range (hotel models). The screen sizes are 22" (56 cm),

40"(102 cm), 46" (117 cm) and 55" (140 cm).

3.10.1. Multimedia services

3.10.1.1. K0001 Broadcast TV 46"

Broadcast TV receiver 46" flat screen.

3.10.1.2. K0002 Broadcast TV 55"


3.10.1.3. K0003 Broadcast TV 40"


3.10.1.4. K0004 Broadcast TV 22"



Wall bracket

A suitable wall bracket will be supplied at cost if necessary.

Cable TV connection

Cable TV connections can be installed and are charged based on the actual costs incurred. This is only possi-

ble in buildings with RTV cabling.

Installation and mounting

Customer-specific installations and mounting are charged on the basis of actual costs incurred.

TV programming changes

Adjusting the channel programming on the TV set and creating a list of Favourites is also charged on the basis

of costs incurred.

Minimum contract duration

The minimum contract duration for the consumer TV service is 24 months.

Reception fees

It is up to the customer to register with Billag AG (the Swiss collector for radio and television fees

http://www.billag.ch) for the reception fees.

Copyright compensation

It is up to the customer to register with Billag AG (the Swiss collector for radio and television reception fees

http://www.billag.ch) for compensation of royalties.

http://www.billag.ch/

http://www.billag.ch/

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3.11. Video View service

Video monitoring at Zurich Airport

Continuous surveillance of operations at Zurich Airport permits specialists and equipment to be deployed at

the right time, making for better service quality while lower costs. Video recordings of events at Zurich Airport

help to prevent crime and contribute to airport security.

System overview

Zurich Airport has an IP-based video system. Various cameras are installed at all locations important to opera-

tions. As far as permitted by data protection legislation, these cameras are also available to third parties as

part of the Q service range.

Fig. 36 Overview of IP video system

Display stations

The various camera feeds recorded at Zurich Airport can be made available at the display stations. The Flu-

ghafen Zürich AG video system supports two different types of display station.

Camera feeds available to users with the relevant permissions can be activated on a soft client. A number of

additional functions for recording searches etc., are available to the user if configured accordingly.

"Soft monitors" display predefined camera feeds. The user cannot adjust the video display. Four different de-

fault layouts are available (1, 4, 9 or 16 images).

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Cameras

Customers who wish to use the Flughafen Zürich AG video system in their rental spaces at the airport can

apply to Flughafen Zürich AG to have further cameras installed, provided that they comply with current legisla-

tion. These cameras and their recordings will be configured to the customer's specific requirements.

Disk space

Storage space for recordings made by cameras installed in a rental space can be rented within the video sys-

tem. The customer defines the recording duration. The storage media are kept in our high-availability comput-

er centres.

Data protection

All video systems at Zurich Airport must comply with current data protection provisions as well as all statutory

obligations. The authorities are entitled to verify this at any time and without prior notice. The forwarding of

pictures and recordings from this service beyond the defined mandate is strictly forbidden. Third parties must

not be given access to this service in any form. The conditions that apply in connection with the use of the

video system may be changed at any time without any adjustment period if a competent authority issues the

respective regulations.

Video transmission may be suspended at any time and without prior notice in the case of exceptional events at

the airport. In such a case, there is no entitlement to reimbursement of costs or compensation.

The data protection provisions for the video surveillance systems at Zurich Airport are based on those of the

Federal Data Protection and Information Commissioner which can be found at www.edoeb.admin.ch and any

laws applicable to the service recipient (in the case of authorities).

Fig. 37 Available video formats (service Q0001)

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3.11.1. Video display station services

3.11.1.1. Q0001 Video View soft monitor

Video display station with static predefined image

feed. 1, 4, 9 or 16 image layouts are available.

Included: IP network connection and PC with

standard monitor located at Zurich Airport.

3.11.1.2. Q0002 Video View soft client

Video display station for displaying camera feeds

from the video system. Search and save record-

ings, control PTZ cameras, adjust soft monitors,

change monitor layout.

A map application provides an overview of the

camera locations. Included: IP network connection

and PC with standard monitor located at Zurich

Airport.

3.11.1.3. Q0003 Video View soft monitor medi-

um



Included: IP network connection and PC with 32"

monitor located at Zurich Airport. Additional wall

bracket available.

3.11.1.4. Q0004 Video View soft monitor large



Included: IP network connection and PC with 40"

monitor located at Zurich Airport. Additional wall

bracket available.

3.11.1.5. Q0101 Video View stream

Camera stream switched to video display station

(Q0001 to Q0004)

3.11.2. Video camera services in rental spaces

3.11.2.1. Q3001 Indoor camera dedicated

Indoor camera in non-public rental space at Zurich

Airport, including network connection. The cabling

must be provided by the tenant.

Minimum rental duration: 2 years

3.11.2.2. Q3002 Outdoor camera dedicated

Outdoor camera in non-public rental space at Zur-

ich Airport, including network connection. The ca-

bling must be provided by the tenant.

Minimum rental duration: 2 years

3.11.2.3. Q3101 Recording 24h

Digital recording of a Q3001 or Q3002 service.

Records the last 24 hours.

3.11.2.4. Q3102 Recording 3d


Records the last 3 days.

3.11.2.5. Q3103 Recording 30d



3.11.2.6. Q3104 Recording 10d (new)



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User rights on video system

User rights are configured in accordance with data protection requirements. This may result in certain limita-

tions. Under the data privacy policy, the need for monitoring zones in which people move about has to be

demonstrated. The users of the video system are responsible for ensuring that they adhere to the legalities

concerning the video system and for obtaining any licences that may be required. By ordering the video sys-

tem, the customer takes full responsibility for the way in which the supplied image data is used.

Provision reversed

The cameras record at a resolution of 720p unless otherwise agreed.

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3.12. Airport radio systems

Aircraft radio at Zurich Airport

In air traffic, radio communications are indispensable. All aircraft must be reachable by radio at all times. Ra-

dio communications for air traffic operations at Zurich Airport are regulated by the operating concession and

integrated into all operations-related processes.

This communications medium is also available for company-internal use as a supplementary ZRH service. A

CUT frequency can be used for direct two-way communication with an aeroplane. A powerful monitoring sys-

tem provides access to all operations-relevant voice links with aircraft approaching Zurich.

This service includes optimum antenna locations for all radio services.

CUT - Company Utility Transmission

The Company Utility Transmission (CUT) service enables voice communication with any aircraft within the

reach of the radio system. Authorised companies and persons can make use of this service from a table-top

unit at any location at Zurich Airport. The following AM frequencies are available:

122.775 MHz 130.450 MHz 131.400 MHz

131.450 MHz 131.485 MHz7 131.575 MHz

131.650 MHz 131.865 MHz8 131.900 MHz

Tab 4: AM frequencies

These frequencies are managed and assigned by Flughafen Zürich AG in consultation with the customer. The

frequencies are coordinated with Flughafen Zürich AG's operations management. Exclusive use of the fre-

quencies listed above is not possible.

7 The frequency 131.485 MHz is in the 8.33 KHz channel spacing which has been used to optimise the fre-

quency bands for some time. 8 The frequency 131.865 MHz is in the 8.33 KHz channel spacing which has been used to optimise the fre-

quency bands for some time.

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MoZART - Aircraft radio monitoring system

The MoZART (Monitoring Zurich Airport Radio Traffic) monitoring service allows the following aeronautical

radio frequencies to be monitored:

ADC1 Tower 118.100 MHz Blau1 Blau 1 164.475 MHz

ADC2 Tower 2 120.225 MHz Blau2 Blau 2 163.800 MHz

AN1 Apron North 121.850 MHz CLD Delivery 121.800 MHz

AN2 Apron North 2 121.975 MHz DEP Departure 125.950 MHz

APE Approach East 120.750 MHz GND Ground 121.900 MHz

APW Approach West 118.000 MHz EMG Emergency 121.500 MHz

AS1 Apron South 121.750 MHz FIN Final 125.325 MHz

AS2 Apron South 2 121.700 MHz TMA Terminal 127.750 MHz

Tab 5: MoZART aircraft radio frequencies

The activated radio channels are received through various antenna sites. Their signals are processed and

then broadcasted via the Flughafen Zürich AG IP network.

MoZART user licence

To listen to aircraft radio signals using an ordinary player on your own PC, you can purchase an inexpensive

user licence. This solution is only available to customers whose workstations are connected to the IP MPLS

network service.

The licence is valid for all frequencies. Access to the monitoring server is password-protected. Only one user

can be registered for each licence. The customer can choose the computer (within its own IP network) on

which the service will be received. The Win Amp player which supports *.ogg files is recommended for moni-

toring the radio signals.

MoZART hardware solution

Customers who are not connected to Flughafen Zürich AG's IP MPLS infrastructure can use the monitoring

system with a terminal device which is available as a service. You cannot use your own terminal devices in

this case.

3.12.1. CUT - Company Utility Transmission services

3.12.1.1. A0001 Usage charges for CUT aircraft radio service

Use of the CUT aircraft radio service. Charged per frequency. The frequencies are shared with other sub-

scribers. The frequencies are coordinated by Flughafen Zürich AG.

3.12.1.2. A0002 CUT remote control for CUT radio service

Remote control device for the use of the CUT aircraft radio service including line rental and connection.

Standard model with built-in loudspeaker and gooseneck microphone.

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3.12.1.3. A0005 Usage costs of CUT radio system on exclusive frequency

Use of the CUT radio system on an exclusively allocated frequency for sole use. The service is charged for

per frequency. Limited exclusive frequencies are available. Proof of need with a justification relevant to Zurich

Airport operations is required.

IMPORTANT: Observe the regulations

The OFCOM/BAKOM licence for the CUT services is held by Flughafen Zürich AG. Customers wishing to

operate their own hand-held radios or mobile devices on the allocated CUT frequency must obtain the respec-

tive licences themselves.

Federal Office of Communications OFCOM:

www.bakom.admin.ch

The setup and operation of the entire radio infrastructure at Zurich Airport is subject to the provisions of Flu-

ghafen Zürich AG. Any separate radio infrastructure operated on the grounds of the airport, whether it is mo-

bile or fixed, requires the written consent of Flughafen Zürich AG.

Any disruption of operations processes caused by a proprietary radio infrastructure could result in a claim for

damages.

3.12.2. MoZART monitoring system services

3.12.2.1. A0101 MoZART user licence

Use of the aircraft radio monitoring service over the airport data network within the customer's VPN on the own

customer's workstation, per user login.

3.12.2.2. A0202 MoZART aircraft radio monitoring device

Use of the aircraft radio monitoring service with a preconfigured monitoring device, including IP connection

and user licence.

Please note:

– The service must not be passed on within your own network. Routing to locations outside Zurich Airport is

explicitly prohibited.

– The software licence does not include support for the player or its installation on a PC. Installation on the

customer's own workstations is the responsibility of the customer.

– All the devices provided in connection with the service remain the property of Flughafen Zürich AG. These

terminals may not be tampered with nor may changes be made to their configuration.


MoZART licencing model

A user licence authorises the user to use MoZART on any workstation within a virtual network of Flughafen

Zürich AG (IP MPLS service). Concurrent use at further workstations in any form or internally distributing the

signal using any technology is prohibited.

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3.13. FIDS and AIMS AODB

Flight operations data

What is common to all the services in this group is that they make all the relevant data of Zurich Airport flight

operations available in real time. Users are provided with the information they require to efficiently perform

their various tasks, as it is represented in accordance with its usage purpose and in variable levels of detail.

AIMS AODB

Flughafen Zürich AG runs the AIMS-AODB (Airport Operation Data Base) as a centralised system to support

flight operations. AIMS-AODB assists all companies operating at the airport with their flight handling processes

and also serves as an information source for the passenger information system. The airport's operating regula-

tions stipulate that service providers and self-handlers are obliged to use these infrastructure facilities. The

precondition of this utilisation agreement is that the service provider or self-handler has third-party or self-

handler authorisation. AIMS-AODB comprises the SFS (Seasonal Flight Schedule), AIMS+ (Aviation Infor-

mation Management System) and AIMSREP (master and historic data repository) systems.

Mission-critical systems can connect to the AIMS AODB system via a direct network connection as trusted

sites. All other applications are connected through Flughafen Zürich AG's enterprise service bus (ESB).

FIDS public

Flight information displays that show a fixed display from AIMS for viewing by flight passengers are called

FIDS public displays. They supply AIMS images of departures and arrivals information. 40" and 46" displays

(portrait mode) can be provided for this purpose.

FIDS staff

FIDS staff monitors supply specific information from AIMS to the employees of partners at Zurich Airport. With

the 10-key keypad connected to the device, it is possible to display all the screens available from AIMS indi-

vidually. The FIDS staff monitor is intended for use in the back office and is used exclusively to display staff

information.

Data feed for FIDS displays

Flight information displays are supplied with flight data from the AIMS computer of Flughafen Zürich AG. The

system can only be accessed via the Flughafen Zürich AG IP network. This data may not be passed on to

third parties or to other networks outside the IP network of Zurich Airport.

Usage restrictions

Please note: There are restrictions on the use of the AIMS service. Access to flight operations-related data is

only permitted by partners of Flughafen Zürich AG with the necessary authorisation.

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3.13.1. FIDS public services

Fig. 38 FIDS monitor

3.13.1.1. F0001 Standard landscape/portrait

Standard 40" display (16:9), fixed display, includes

PC and LAN connection within the airport.

Also requires data feed F0101

3.13.1.2. F0002 FIDS large landscape/portrait

Standard 46" display (16:9), fixed display, includes

PC and LAN connection within the airport.


3.13.1.3. F2001 Mounting

Mounting of a FIDS display with appropriate wall

bracket, includes cabling for power supply and

network connection.

The work required to install the FIDS display at the

requested site is invoiced on the basis of materials

and costs incurred.

Please note: Display mounts

Apart from the standard mounts, it is also possible to have individual display mounts customised for a specific

installation site. These are invoiced based on costs incurred.

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3.13.2. FIDS staff services

3.13.2.1. F0041 staff monitor standard office

Standard 19" office screen (4:3) with selectable

display using 10-key keypad, includes PC and LAN

connection within the airport.


3.13.2.2. F0042 dual staff monitors standard

office

Two standard 19" office screens (4:3) with se-

lectable display using 10-key keypad, includes PC

and LAN connection within the airport.


Two monitors connected to one LAN port. It is

possible to switch between two different AIMS

pages using a control unit. The screens must be

physically next to each other. Only one AIMS data

feed is required for a dual unit.

Please note:

An additional data connection from the Flughafen Zürich AG IP MPLS network is required for FIDS displays

outside the airport area.

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3.13.3. AIMS AODB services

3.13.3.1. F0101 AIMS data feed

Usage costs for the data feed from the AIMS

AODB system, required for every FIDS monitor.

3.13.3.2. F0102 AIMS pages

Specially prepared pages on the AIMS AODB sys-

tem for display on FIDS monitors.

3.13.3.3. F0103 AIMS data link

Data link (server-server connection) between the

AIMS AODB system and a partner system for

transmitting planning and historical data and a

dynamic (real time) data feed for the current day.

3.13.3.4. F0106 AIMS HCI client

The HCI client is the graphical interface for data

input. The software is installed locally on the PC

(fat client) and supplied, together with an installa-

tion guide, by Flughafen Zürich AG. The client

application is kept up-to-date through software

maintenance, patches and updates which are sup-

plied to the service provider/self-handler via ftp or

a CD. Support cannot be guaranteed in the event

of a problem if the workstation is not running the

latest version.

3.13.3.5. F0120 Enterprise service bus data link

A server-to-server connection between the ESB

system and a partner system for data transmission

or a dynamic data feed.

An enterprise service bus quickly and securely

transmits messages between applications and

systems. With the help of the ESB architecture,

your central applications can conduct event-driven,

message-based interactions in real time.

3.13.3.6. F4000 Logo on AIMS displays

Activation of a new logo in accordance with the

Terminal Regulations.

Please note:

Any discounts based on handling licences and Terminal Regulations are reflected accordingly. Please refer to

the respective documents for details.

FIDS: Flight Information Display System

AODB: Airport Operation Data Base

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3.14. Cabling

In a sophisticated working environment like Zurich Airport, secure and fast cabling is essential for the media-

bound transmission of electrical signals. Companies situated at Zurich Airport can use these in addition and

sometimes as an alternative to the ZRH Services.

Optical fibre and copper cabling

The routes and cable infrastructures of Flughafen Zürich AG (optical fibres in secure cable runs) are installed

and operated in order to be able to provide the infrastructure defined in the operating licence and operating

regulations. Data networks are among the services which the airport operator needs to provide. They are

treated as top-level infrastructure.

Basic structure of the Universal Communication Cabling (UCC)

The UCC has a hierarchical star topology in adherence to ISO/IEC 11801:

– The buildings are connected to a central hub in the shape of a star

– The floor hubs are connected to the building hubs in the shape of a star

– The network sockets are connected to the floor hubs in the shape of a star

The principle of the UCC

The UCC is divided into functional elements:

– Primary or area cabling: the cabling connecting the entire area of the airport

– Secondary or riser shaft cabling: the backbone cabling within the buildings

– Tertiary or horizontal cabling: the cabling between the distributor and the workstation. The tertiary cabling

is currently installed with category 6 UTP cabling. Cabling of a lower category was used in older installa-

tions.

The primary and secondary cabling together form the backbone. At Zurich Airport, single mode optical fibre

cabling with E2000-APC connector systems is available exclusively.

The transmission route also includes the patch cables at the workstation and in the distributors. Patch cables

between the network socket and the terminal device are only supplied in conjunction with other services as

they are do not form part of the U services

Fig. 39 Optical fibre infrastructure

Glas Glas Cu

Cu

AV

Arealverkabelung

Primärverkabelung

Steigzonenverkabelung

Sekundärverkabelung

Horizontalverkabelung

Tertiärverkabelung

Backboneverkabelung

GV EV

UKV

Client

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Functional elements of a UCC:

– Area distributor (AV)

– Building distributor (GV)

– Floor distributor (EV)

– Universal Communication Cabling – communication sockets (UCC)

Additional airport-specific elements

– Carrier distributor (CV): There are two georedundant carrier distributors at the airport. They form the inter-

face between Flughafen Zürich AG's UCC and the networks of the carriers and service providers.

– System equipment (SA): System equipment refers to the active components. They are installed in special

system equipment cabinets and directly connected to the area distributor to minimise the number of patch

connections.

Usage concept

The connections between the floor distributors and the sockets in the rental spaces (EV - KS) are subject to

the rental contract. The rental price for office spaces usually includes three network sockets per 10 m² which

corresponds to one potential workstation. Any additional infrastructure requirements in this area (between the

floor distributor and the rented space) must be arranged with the lessor. Depending on the rental arrangement,

the scope of the cabling included in the rental price may vary. In any case, the usage entitlement arising from

the rental agreement ends at the floor distributor to which the rented space is connected. The floor distributors

are intended for the connection of the active components of Flughafen Zürich AG exclusively. Direct cabling

(optical fibre/copper) between the individual floor distributors is not available. If multiple workstations need to

be connected to multiple floor distributors, this is done via the IP MPLS network of Flughafen Zürich AG (ser-

vice V0002).

Fig. 40 Connection of a workstation

Requirement for additional cables from floor distributor

If there are insufficient connections from the floor distributor to the rented space, additional ones can be add-

ed. The assumption of costs must be coordinated with Flughafen Zürich AG's Facility Management. Any ca-

bling outside the rental spaces can be ordered by Flughafen Zürich AG only. The floor distributors are not

freely accessible and are subject to the regulations of Flughafen Zürich AG.

Data connections at Zurich Airport

Cu

Cu

Horizontalverkabelung

Tertiärverkabelung

EV

UKV

Client

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Approved WAN providers with their own point of presence (PoP) within the grounds of the airport can use an

extensive range of high-performance and quality-optimised services for connecting their customers to loca-

tions outside Zurich Airport. These routes between the network access point of a given provider (PoP) and the

customer's location at Zurich Airport can only be ordered by the WAN provider in question.

Locations of WAN connections

Distributors B and F2 are available for fibre optic connections. These rooms are situated right next to the part-

ner rooms.

Fig. 41 Locations of optical fibre providers

Copper connections to the airport from Swisscom's local exchanges in Kloten and Glattbrugg are currently still

obtained via the distributors HV B and HV F. This technology is however out of date and is being decommis-

sioned without replacement or compensation. No new connections will therefore be activated from 1.1.2016.

Carrier

Fiber Access

Terminal B

CarrierFiber AccessFracht Ost

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Optical fibre providers in the partner rooms

The suppliers for each partner room are as follows:

Partner room B Partner room F2

- Swisscom (OP90090 / OP1332) - Swisscom (OP1453)

- Verizon - Sunrise

- Colt Telecom - upc cablecom

- Sunrise - Colt Telecom

- Salt

- upc cablecom

- Gas & Com

- IBK (EWZ)

Tab 6: Optical fibre providers per partner room

Copper connections

Copper connections to the airport are still available only from Swisscom's local exchanges in Kloten and Glatt-

brugg. Because copper cabling can transport data signals only across very short distances, this system is

being decommissioned. Copper wiring at the airport is only available in the old buildings and will remain in

place for the time being. New buildings, however, are fitted with optical fibre only. Flughafen Zürich AG can

therefore no longer guarantee availability of copper wiring in any buildings.

Copper cabling for telephone and/or DSL connections can therefore only be offered in exceptional

cases.

It is expected to be decommissioned in the short term during the current renovation and remodelling work.

Investments in technologies based on copper cabling should therefore be considered high risk and are not

recommended. No claims for compensation in the event of decommissioning can be made.

Use of cable conduits

It is prohibited to lay proprietary cables in the cable conduits on the grounds of Zurich Airport. Exceptions may

be granted only in justified cases that are directly related to flight operations. Approval is required.

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3.14.1. Cabling services

The copper cabling (telephone wires) throughout Zurich Airport are being decommissioned. Copper cabling is

therefore no longer available. Connection to the Swisscom supply feeds is no longer available throughout the

premises and may be removed without replacement during renovation work. The telephone cables are being

replaced by optical fibre cabling which offer much higher speeds.

3.14.1.1. U0005 Optical fibre singlemode

A single fibre optic line from a carrier's site feed to

a floor distributor at Zurich Airport. A break-out

cable must be installed from the distributor to the

rental space.

3.14.1.2. U0007 Optical fibre singlemode du-

plex

A fibre optic pair from a carrier's site feed to a floor

distributor at Zurich Airport. A break-out cable must

be installed from the distributor to the rental space.


The airport infrastructure may not be used for setting up proprietary networks!

Generally, no approval will be granted for the erection of separate infrastructures outside the exclusively rent-

ed areas and rooms, and the use of Flughafen Zürich AG resources will not be permitted if the customer’s

requirements can also be met by the central infrastructure.

Limited availability

Use of connection paths beyond the scope of the services as per the operating regulations is only possible if

there is sufficient free capacity within the cable infrastructure.

The existing infrastructure is used as follows:

a) To satisfy Flughafen Zürich AG's own requirements for the provision of services as per the operating regu-

lations (connections in use plus safety reserves to guarantee operations).

b) To provide connecting lines for approved providers between their point of presence (PoP) and their end

customers at Zurich Airport. Requirement: Sufficient capacity for this purpose must be available within the

Flughafen Zürich AG infrastructure.

Zurich Airport ensures that all businesses located on the premises are supplied with adequate voice

and data connections through its actively managed range of ZHR Services.

Limited support

Fault reports concerning optical fibre cables or conduits are handled during regular office hours only. There is

no standby support service for resolving faults outside these hours. For services with higher requirements, the

IP MPLS service (V0002) which has redundant connections should be selected.

Distances

A minimum distance is charged for each segment of a connection path (segment = path between two connec-

tion points). In addition to this, the incomplete 100m segment is charged as well.

Optical fibre connection: minimum length charged per segment = 1,000 meters

Break-out cables

Optical fibre break-out cables for conducting a signal from the closest floor distributor to the customer's rooms

are charged based on the actual cost incurred. Offers can be requested from ICT Shared Services.

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4. Background information

4.1. Safety

The core of the ZRH Services is formed by the ICT services of Flughafen Zürich AG. As operation-critical ele-

ments of the most important airport in Switzerland, these services are subject to stringent security regulations.

The individual security zones at Zurich Airport are not accessible by everyone but only by those persons who

require access for work reasons. Access is possible only through the security check, where the same condi-

tions apply as to air passengers. No goods declarable to customs or dangerous objects, including tools, may

be carried without special permission. The employees in the ICT operations organisation of Flughafen Zürich

AG have all the required authorisations, enabling them to reach the systems within the secure zones very

quickly.

Fig. 42 Airport security zones

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4.2. Situation

Zurich Airport has a unique location and it is well-integrated into the transport networks. As the largest trans-

portation hub in Switzerland, it is also perfectly connected for data and telecommunications traffic as well as

electric power.

The lines to the airport site all come from different directions in completely independent ways. The optical fibre

lines are supplied by a variety of providers, making a great selection available:

- Swisscom

- Sunrise

- upc cablecom

- Colt Telecom

- IBK Industrielle Betriebe Kloten (a partner of EWZ)

- Verizon

- Salt

- Gas & Com

The capacities of the cable conduits at the airport allow further expansion at any time.

Power is supplied by three different electricity substations and also backed up by UPS systems for facilities

critical to operations. This form of supply through completely separate channels is called georedundant. It

offers considerably higher supply security than could generally be expected of a supply with regular redundan-

cy.

4.3. Development

Throughout the entire site of the airport, the media-bound transmission of data and voice is

based on Universal Communications Cabling (UCC). It is called 'universal' because the same

medium is always used regardless of the signal type. In the work areas, only RJ45 sockets are

installed. All terminal devices, telephones, printers and computers are connected to them.

Fig. 43 RJ45 socket

The entire UCC concept is based on hierarchical levels. The area, building and floor elements are connected

by optical fibre. LAN9 cables are used between the floor distributors and the workstations. Each of these sock-

ets ends at a floor distributor. The entire length of the LAN cable installation between the connection socket

and the floor distributor may not exceed 90 metres. All the floor distributors are connected by optical fibre. This

optical fibre technology supports very high transmission speeds. The bandwidth and thus the speed within the

network are not limited by the medium.

9 A local area network is a network that is installed and operated within a local environment.

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Fig. 44 Hierarchically structured communications network

Typically, several RJ45 sockets are combined into one UP or AP data

socket. The following example shows the ports of a socket in Building

A. The full designation of the left port in this socket is: UKV A EV02

05/23. Accordingly, the designation of the right port is: UKV A EV02

05/24. Whereby UKV stands for Universal Communication Cabling

(German: Universelle Kommunikationsverkabelung), EV 02 for floor

distributor 02 (German: Etagenverteiler) and the two numbers stand

for the height unit of the port and the individual port number.

With these details, it is possible to specify exactly where the respective

terminal is to be connected at the time of the order.

Fig. 45 UCC socket

Thanks to this powerful cabling infrastructure, every workplace can be supplied with the ZRH Services. All the

active components, such as switches and routers, are housed in the distributor rooms of this infrastructure and

supplied with secure power there. Permanent monitoring of all the active components ensures that malfunc-

tions are detected at an early stage and support is notified automatically.

Customers' servers and communication systems can be kept in central rooms that are fitted appropriately.

These rooms are redundantly connected to the IP MPLS network of Flughafen Zürich AG. You can find the

corresponding service under "Housing & Co-location". All the other technical rooms of Zurich Airport, e.g. floor

distributors, building distributors and area distributor are reserved exclusively for the active components of the

airport infrastructure and thus also the active components of ZRH Services.

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Fig. 46 Rack space for Housing and Co-location

4.4. Competent response

The competence of a service partner is seen in daily operations, when questions and problems arise. All the

services in this catalogue are fully supported by Flughafen Zürich AG's service and support organisation on

the basis of clearly structured processes.

The service organisation accepts fault reports from all customers at any time (7 x 24 hours, 365 days a year)

via the Customer Service Desk (hotline). Fault reports can be accepted and entered at any time. The Custom-

er Service Desk can be reached by telephone (043 816 73 00; internally 6 73 00) or via e-mail (csd@zurich-

airport.com). The interventions of the service & support organisation adhere to the three service levels

"Bronze", "Silver" and "Gold". All the services under the "Bronze" SLA are included in the price of the service.

There are also no additional costs for replacement parts. Higher service levels may be agreed according to

individual requirements. Further information about SLAs10

can be downloaded from our website

(http://www.flughafen-zuerich.ch/ict).

4.5. WLAN

Wireless LAN in indoor areas

10

The Service Level Agreement describes the services and quality levels as defined in the service agreement.

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Thanks to the availability of attractive and inexpensive terminal devices, the WLAN technology is used inten-

sively at Zurich Airport in many different operations processes. Everyone knows that modern work processes

these days require seamless connectivity. In our working environment, we expect to be able to connect our

mobile devices - whether they are smartphones, tablets or notebooks - to the Internet easily and simply so that

we can access our data and applications. The indoor WLAN supply at Zurich Airport provides resident busi-

nesses with this seamless functionality as an attractive add-on to the network infrastructure at the workplace.

Infrastructure and coverage

This service is based on an exceptionally modern multi-user access infrastructure. (access points as per

802.11ac standard). The WLAN with SSID zrhcorp is accessible from anywhere in the indoor areas of the

airport. The coverage reaches from the office buildings all the way to the gates. You can access the network at

all times - whether you are in the office, in a meeting, at a restaurant or about to depart at the gate.

No software firewall required

As the mobile devices are directly connected to a protected internal LAN without any detours via the Internet,

they do not need to have their own software firewalls. This technology is offered in the ZRH Services range.

Usage costs

The pricing model records the number of actively used devices. The number of customer devices connected to

the WLAN is recorded every five minutes and stored in a database. This allows the maximum number of de-

vices connected in one month to be calculated. Even if a large number of mobile devices are used and BYOD

applies, this pay-per-use policy is exceptionally attractive in terms of price.

Corporate guests

You can use the "sponsor portal" on the airport WLAN to provide your corporate guests with access. They will

only receive access to the Internet but not your company VLAN. WLAN access will be available to them as

soon as they reach the gate, railway platform or bus stop. Their use of the service is added into the regular

calculation during their period of access.

Security and authentication

The airport WLAN is protected in accordance with the latest technical standards. Apart from the guest ac-

counts, all accounts are encrypted and authenticated using WPA2 Enterprise with regular key rotation. Cus-

tomer data is also transmitted in encrypted form between the WLAN access point and the WLAN controller. A

EAP-TLS certificate process is used for authenticating the WLAN clients on our WLAN infrastructure.

Free public wireless LAN (PWLAN, WiFi)

WLAN access to the Internet is provided to all visitors and passengers as a public service. Since 1 January

2013, Internet access via the WLAN technology is available free of charge at Zurich Airport. A start page lead-

ing to this service is displayed automatically.

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Radio channels

In recent years, wireless LAN (WLAN) has come to be regarded as a basic service in public areas. If WLAN is

to be used by visitors and operations organisations at the same time, the service needs to be structured to

ensure that all users can use the service as expected.

Please note that WLAN can only use a limited number of radio channels. If there are too many independent

WLAN transmitters on the same channel, problems will occur. For this reason, no Zurich Airport tenants are

permitted to operate wireless systems without express authorisation. WLAN interference would inevitably re-

sult in operational disruptions.

4.6. Mobile telephones

Smartphones need to be able to connect anywhere. At Zurich Airport, this maxim applies to all public areas

and all the providers represented in Switzerland. In non-public interior areas, basements, staff rooms, etc, that

are frequently used by employees, the Sunrise network provides coverage.

A low-cost service by Sunrise allows companies based at Zurich Airport to make use of mobile voice and data

communications almost everywhere. For details please refer to the Flughafen Zürich AG website:

– http://www.flughafen-zuerich.ch/staffrabatte

On this page you will find all the documentation about the special services offered at Zurich Airport. This

page is in German.

– http://www.zurich-airport.com/staffrabatte

Here you will find an English translation of the most important information.

As the mobile devices are directly connected to a protected internal LAN without any detours via the Internet,

they do not need to have their own software firewalls. This technology is offered in the ZRH Services range.

4.7. ADSL, VDSL, SDSL, xDSL11

From 1.1.2016 onwards, telephone cabling will no longer be available throughout the entire area of Zurich

Airport. Once the copper-based telephony system is replaced by voice-over-IP (VoIP) systems, it will no longer

be cost-effective to support the telephone cabling for the remaining uses. In the course of the current building

work at Zurich Airport, the copper cabling will be gradually taken out of service. No new cable connections can

therefore be offered for ADSL, VDSL, SDSL or xDSL connections etc. Use of the airport-wide IP network in-

frastructure is recommended instead.

4.8. Optical fibre technology

Optical fibre technology is becoming increasingly widespread in modern data communications. Zurich Airport

has had fibre optic cabling throughout the entire site since the 1970s. The optical fibre infrastructure of Flu-

ghafen Zürich AG serves as a transport medium for data services within the ZRH Services range. Additional

connections between the site feeds of external providers and customers' locations within the airport grounds

11

The abbreviation "DSL" stands for Digital Subscriber Line, and refers to a technology that offers fast data

connections over copper cabling. Because this technology is commonly used for providing access to the Inter-

net, people wrongly equate ADSL with Internet access. Access to the Internet, however, is by no means de-

pendent on only one technology but can be provided in a variety of ways (WLAN, mobile network, optical fibre,

etc.).


http://www.zurich-airport.com/staffrabatte

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can be activated, subject to current regulations and free line capacity. Direct connections between individual

locations within the site are not available. The setup of proprietary networks on the grounds of Zurich Airport is

not permitted. The infrastructure of Flughafen Zürich AG is not available for the construction of customers' own

networks. The optical fibre infrastructure has a hierarchical design. The primary and secondary cabling to-

gether form the backbone.

The gateways between the external providers and the airport's optical fibre infrastructure are situated in the

two carrier distributors (CV). The interfaces between the providers and Zurich Airport are located in the carrier

distributor (CV). Please enquire with ICT Shared Services for services, prices and terms of use.

Fig. 47 Fibre connections with redundant floor distributor connections in flight-related building sections

- C Carrier

- UKV

Universelle Kommu-

nikationsverkabelung / Uni-

versal Communication Ca-

bling

- EV Etagenverteiler / floor

distributor

- GV Gebäudeverteiler / building

distributor - AV

Arealverteiler / zone

distributor

- CV Carrierverteiler / carrier dis-

tributor - SA

Systemanlagen / sys-

tems

Tab 7: Key: optical fibre connections

Providers with their own optical fibre feeds at Zurich Airport:

- Swisscom - Sunrise - upc cablecom

Glasfaserleitung für Kunden

Glasfaser

Kupfer

UKV UKV

EV

GV GV

AV AV

AV AV

CVCV

SA

Office

C

break-out

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- IBK AG

- Salt

- Verizon

- Colt Telecom

- Litecom (NOK)

- Gas & Com

Only connections from an optical fibre supply from one of the providers listed above (C - carrier) are offered to

the customer rental spaces (e.g. offices). No cross-connections are available between rooms or buildings at

Zurich Airport.

Rental spaces are connected by means of an optical fibre break-out cable to the closest floor distributor. This

means that there is a direct optical fibre connection from the selected carrier to the rental space without any

intermediary active components.

4.9. Additional information

ZRH Services is a range of service elements provided by the ICT organisation of Flughafen Zürich AG in addi-

tion its airport operations mandate. In this context, the information and provisions of Flughafen Zürich AG ap-

ply. For an updated version, please visit our website.

Information Websites

Home page http://www.flughafen-zuerich.ch/

Licence and operating regulations http://www.flughafen-zuerich.ch/grundlagen

About Flughafen Zürich AG http://www.flughafen-

zuerich.ch/unternehmen/flughafen-zuerich-ag

Business data http://www.flughafen-zuerich.ch/geschaeftsbericht

General airport infrastructure http://www.flughafen-zuerich.ch/unternehmen/laerm-

politik-und-umwelt/sachplan-infrastruktur-luftfahrt

Flights, data http://www.flughafen-zuerich.ch/flugbewegungen

ICT services http://www.flughafen-zuerich.ch/ict

ZRH services price list http://www.flughafen-zuerich.ch/ict_preise

Mobile telephony http://www.flughafen-zuerich.ch/staffrabatte

Public WLAN (WiFi) http://www.flughafen-zuerich.ch/wlan

Security provisions http://www.flughafen-zuerich.ch/KnownSupplier

Mobile app download http://www.flughafen-zuerich.ch/app

Flughafen Zürich AG regulations http://www.flughafen-zuerich.ch/business-und-

partner/flugbetrieb/bodenabfertigung

Airport Manual (login) http://www.flughafen-zuerich.ch/business-und-

partner/safety-und-security/flughafenhandbuch

Tab 8: Important links

http://www.flughafen-zuerich.ch/

http://www.flughafen-zuerich.ch/grundlagen

http://www.flughafen-zuerich.ch/unternehmen/flughafen-zuerich-ag

http://www.flughafen-zuerich.ch/unternehmen/flughafen-zuerich-ag

http://www.flughafen-zuerich.ch/geschaeftsbericht

http://www.flughafen-zuerich.ch/flugbewegungen

http://www.flughafen-zuerich.ch/ict

http://www.flughafen-zuerich.ch/ict_preise


http://www.flughafen-zuerich.ch/wlan

http://www.flughafen-zuerich.ch/KnownSupplier

http://www.flughafen-zuerich.ch/app

http://www.flughafen-zuerich.ch/business-und-partner/flugbetrieb/bodenabfertigung

http://www.flughafen-zuerich.ch/business-und-partner/flugbetrieb/bodenabfertigung

http://www.flughafen-zuerich.ch/business-und-partner/safety-und-security/flughafenhandbuch

http://www.flughafen-zuerich.ch/business-und-partner/safety-und-security/flughafenhandbuch

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4.10. Contacts

Fig. 48 CUSS check-in kiosk

Consulting ICT Shared Services Professional and free advice

on all ZRH Services

043 816 75 00 (int. 6 75 00)

[email protected]

Administration ICT Shared Services Queries, orders, transfers,

billing enquiries, termina-

tions, etc.

043 816 75 00 (int. 6 75 00)

[email protected]

Support Customer Service Desk Fault reports 043 816 73 00 (int. 6 73 00)

[email protected]

Tab 9: Important contacts

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Appendix

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A.1. General Terms and Conditions

General Terms and Conditions for all products and services provided by the IT and Communications Division

of Flughafen Zürich AG [1]

Scope

The "General Terms and Conditions" set out below apply to the purchase of products and services from Flu-

ghafen Zürich AG. They regulate all issues that are not stipulated in a separate contract. In the event of a dis-

crepancy between the contract and the GTC, the terms agreed in the special contract shall take precedence.

Purpose

In return for a usage fee, Flughafen Zürich AG will provide the user with the technical infrastructure, the tele-

communications facilities and telecommunications infrastructure and provide services in the field of technical

infrastructure and telecommunications.

Use of facilities and services provided

The services obtained by users must be utilised exclusively for the users’ own purposes. The transfer of ser-

vices to third parties is prohibited, even if this is done at no charge. Any exceptions must be stipulated in the

contract. The customer shall observe all Swiss laws and all regulations issued by Zurich Airport when using

such services.

Ordering of services

Orders for services in this offering must be made in writing.

Confidentiality

Users of services from this catalogue must observe the duties of non-disclosure and confidentiality. Under no

circumstances may information about the telecommunications infrastructure at Zurich Airport be disclosed to

third parties without the written consent of Flughafen Zürich AG.

Liability

Flughafen Zürich AG shall assume liability only in cases involving gross negligence or criminal intent. In par-

ticular, Flughafen Zürich AG will not be held liable for consequential damage or for indirect loss or damage as

a result of deficiencies for which Flughafen Zürich AG is responsible. Users will be held fully liable for any

damage or loss sustained by facilities or infrastructure belonging to Flughafen Zürich AG that has been

caused by themselves or by third parties they have engaged.

Usage fee

The services provided by Flughafen Zürich AG shall be subject to a usage fee invoiced on a monthly basis. A

one-off flat fee will be charged for commissioning, modification and dismantling of service components.

Price adjustments

Flughafen Zürich AG is entitled to adjust the prices of all telematics products and services every year. The

new prices and the dates on which they enter into force will be announced to users by sending a new price list.

Terms of payment

The fee is payable from the day on which a given service ordered by the user is first used, and for the remain-

der of the month in question. Thereafter, the services will be paid for monthly until termination of the contrac-

tual relationship. The invoices issued by Flughafen Zürich AG are in Swiss francs, on net terms and to be paid

within 30 days of the invoice date. Flughafen Zürich AG has the right to demand payment in cash, or to short-

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en the payment period at any time without offering justification. The place of payment is the registered office of

Flughafen Zürich AG.

Payment default

If the payment period indicated on the invoice is not observed, the user is automatically in default of payment.

In the event of default of payment, Flughafen Zürich AG shall be entitled to suspend the services in whole or in

part, either permanently or temporarily and/or to terminate the contractual relationship without notice. Further-

more, Flughafen Zürich AG will be entitled to charge a reasonable rate of default interest as well as any collec-

tion expenses incurred.

Agreement of contract duration

The contract will enter into force with the commissioning of the service ordered and is concluded for an indefi-

nite period. In the absence of any special contractual agreement, the contract can be terminated by either

party (user or Flughafen Zürich AG) after a minimum duration of three months with effect from the end of a

month by giving three months' notice.

Cancellation

Notice of termination shall be submitted in writing in all cases. On the final day of the contractual relationship

and by no later than 5 p.m. the customer will hand over all the equipment that it has been using to Flughafen

Zürich AG.

Translation into other languages

These provisions have been drawn up in the original in German. In the event that they are translated into other

languages, the original German version shall remain legally binding in all cases.

Severability clause

Should any provisions of these General Terms and Conditions prove to be or become ineffective or unen-

forceable, this shall not affect the validity of the remaining provisions. In such an event, the parties to the con-

tract shall replace the provision in question with a new provision that most closely corresponds to the legal and

economic intention and purpose of the original provision.

Applicable law and place of jurisdiction

These provisions are governed by Swiss law. Application of the Vienna Sales Law (UN Sales Convention on

the international sale of goods) is expressly excluded.

The sole place of jurisdiction is the registered office of Flughafen Zürich AG and, to the extent permitted by

law, it is agreed that the Zurich Commercial Court is the competent court.

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List of figures

Fig. 1 ZRH Services network interfaces 8 Fig. 2 UCC connector socket 9 Fig. 3 Standard workstation 9 Fig. 4 Fax connection 10 Fig. 5 Credit card machine 10 Fig. 6 Cash register 11 Fig. 7 VoIP telephony 11 Fig. 8 Surf station 12 Fig. 9 Outsourcing services 13 Fig. 10 ZRH Services 13 Fig. 11 T00368 IP telephony handset Basic C3905 17 Fig. 12 T00361 IP telephony handset Standard C6921 17 Fig. 13 T00362 IP telephony handset Komfort C6961 18 Fig. 14 T00360 IP telephony handset Premium C8961 18 Fig. 15 T00369 IP telephony handset CKEM expansion module 18 Fig. 16 T00377 IP conference telephone C8831 18 Fig. 17 Network architecture 21 Fig. 18 Firewall architecture 25 Fig. 19 WLAN measurement vehicle 30 Fig. 20 SLA structure 34 Fig. 21 Hot aisle containment concept 38 Fig. 22 Diagram of terminal server applications 40 Fig. 23 Interior of the FZAG partner rooms 43 Fig. 24 Location of the partner rooms 44 Fig. 25 Access to partner rooms is secured through badge access control and video monitoring 45 Fig. 26 UPS usage 47 Fig. 27 Schematic diagram of the clock system with master clock 50 Fig. 28 Digi H 401A digital clock with LED 52 Fig. 29 Digi H 450 A digital clock with LED 52 Fig. 30 Digi H 454 A digital clock with LED 52 Fig. 31 Clock face ZB200 53 Fig. 32 Analogue clocks Flex 30 and Flex 40 53 Fig. 33 Digi H 490 A digital clock with LED 53 Fig. 34 Attendance recorder 54 Fig. 35 Airport security pass 54 Fig. 36 Overview of IP video system 57 Fig. 37 Available video formats (service Q0001) 58 Fig. 38 FIDS monitor 65 Fig. 39 Optical fibre infrastructure 68 Fig. 40 Connection of a workstation 69 Fig. 41 Locations of optical fibre providers 70 Fig. 42 Airport security zones 73 Fig. 43 RJ45 socket 74 Fig. 44 Hierarchically structured communications network 75 Fig. 45 UCC socket 75 Fig. 46 Rack space for Housing and Co-location 76 Fig. 47 Fibre connections with redundant floor distributor connections in flight-related building sections 79

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Fig. 48 CUSS check-in kiosk 81

List of tables

Tab 1: Service groups & codes 14 Tab 2: Comparison of virtual servers 42 Tab 3: Description of the partner rooms 44 Tab 4: AM frequencies 61 Tab 5: MoZART aircraft radio frequencies 62 Tab 6: Optical fibre providers per partner room 71 Tab 7: Key: optical fibre connections 79 Tab 8: Important links 80 Tab 9: Important contacts 81

Sources

No. Document name

[1] General Terms & Conditions for ZRH Services (version January 2013)

Version no. Date Name Additions and changes

1.0 31/12/2015 ICT Sales Version 1.0 2016

The latest version of the catalogue fully replaces all previous versions.

[email protected]

Tel. +41 43 816 75 00

Flughafen Zürich AG

P.O. Box, CH-8058 Zurich Airport

www.zurich-airport.com

Publication details

Author: ICT Shared Services

Division/Department: Finance / ICT

zrh services

Documents