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Guide for Businesses
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Version Date Updates/Changes1.0 9 Jan 2015
1.1 13 Apr 2016 Access speed upgrade to 5Mbps 1.2 10 May 2016 Revision of backhaul requirements
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General Information
Intended Audience
This document is intended for businesses, venue owners, premise tenants (“Companies”) who are planning to procure Wireless@SG services from any of the designated Wireless@SG operators (“Operator”).
Purpose
The document aims to
Illustrate some of the considerations and highlight some guidelines Companies should consider when planning for Wireless@SG deployments;
Inform companies of the base specifications that are required for Wireless@SG hotspots. Companies can consider increasing some of the base specifications and including these as part of their requirements in their service contract with the Wireless@SG operators.
Furnish a base contract for Wireless@SG hotspots for reference purposes.
Structure
This document is divided into 2 parts:
1. General Information on Wireless@SG
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1. General Information on Wireless@SG
About Wireless@SG
The Wireless@SG programme was launched in 2006 to accelerate the deployment of high-speed wireless broadband, and promote wireless broadband lifestyle amongst citizens and catalyse the wireless broadband market in Singapore. Since its launch, Wireless@SG has successfully catalysed Singapore’s wireless broadband market, and spawned an “always connected” culture amongst Singaporeans.
Over the years, the programme has introduced several new enhancements to improve user experience and drive adoption of innovative enterprise services.
Beginning from April 2014, consumers get to enjoy faster basic access speed of up to 5 Mbps. Accessing the hotspots had been simplified where users can now seamlessly login using local SIM cards on supported smartphones and tablets without the need to enter their login credentials (user ID and password). For foreign visitors, they are now able to perform account registration at any Wireless@SG hotspot and obtain their login credentials via SMSs delivered to their foreign mobile numbers.
The programme has also evolved to encourage operators to develop innovative enterprise services leveraging on the same Wireless@SG network. These innovative services will enable venue owners to be more productive, and at the same time, would generate revenue for operators, enabling a self-sustainable model to help support the continued provision of free Wi-Fi access to the public.
Venue owners who desires to provide free Wi-Fi to their premises are encourage to work with Wireless@SG operators on commercial agreements. The Wireless@SG operators will need to explore with the venue owners to understand their business needs before extending the service coverage to their premises.
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2. Procuring Wireless@SG services for Venues
Considerations for Planning and Deployment
Companies need to consider the intended area of coverage, the capacity and type of crowd, as well as the availability of supporting infrastructure. These are factors that will be asked by the Wireless@SG operators during the initial planning as well as the site survey so they can design the network infrastructure and configuration
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Wireless@SG Master Contract
To be offered by M1, SingTel, StarHub & Y5ZONE
Product A: (Offered by all operators)
Baseline subscription
Broadcasting Wireless@SG SSID only.
• Managed Wi-Fi Service with Customer Service Support
• Assuming 1 access point
• At least 100 Mbps fiber backhaul
• 24 months contract
Product B: (Offered by all operators)
Managed Wi-Fi Service
• Private SSID apart from public Wireless@SG SSID access
• Managed Wi-Fi Service with customer support
• Splash page showing venue owner’s advertisement to be
displayed on user devices upon connection, be it via
Wireless@SG / Wireless@SGx, whichever is available.
• Assuming 1 access point
• At least 100 Mbps fiber backhaul
• 24 months contract
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Product C - F&B:
Wireless Payment Package:
• Managed Wi-Fi service (Baseline)
• POS terminals and services
• E-Menu & queue systems (or any other services to be filled in by
operators)
• Splash page showing venue owner’s advertisement to be
displayed on user devices upon connection, be it via
Wireless@SG / Wireless@SGx, whichever is available.
• 1 access point
• 2 x fiber lines ( At least one 100 Mbps fiber line for public
Wireless@SG access, one 10 Mbps line for secured payment
transactions)
• 24 months contract
Product D – Data Analytics:
Venue Owners / F&B Chains / Tourist Attractions:
• Managed Wi-Fi service (Baseline)
• POS terminals and services
• Data analytics engine
• Geo-fencing
• Demographics etc.
• Targeted marketing with app
• *Or any other services where operators can offer in addition
• To Quote on 2 scenarios:
• 1 access point for F&B chains – at least 100 Mbps fiber
backhaul
• 10 access points for bigger venues – at least 200 Mbps
or more fiber backhaul.
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• 24 months contract
Product E – Surveillance / Building Management
Building owners
• Managed Wi-Fi service (Baseline)
• Sensors within building (temperature, air quality and human
traffic flow etc.)
• Wireless CCTV
• Security and access controls
• Splash page showing venue owner’s advertisement to be
displayed on user devices upon connection, be it via
Wireless@SG / Wireless@SGx, whichever is available.
• *or any other services that each operator can offer
• 10 access points
• At least 300 Mbps to 500 Mbps fiber backhaul or more.
• 24 months fiber backhaul
Product F - Advertisements
• Managed Wireless@SG service
• Broadcast additional SSID for advertisements space / marketing
campaigns (can be used for events or promotions)
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Terms and Conditions
1.
Wireless@SG
Intended Coverage Area
Companies will have to consider the size and environment of the desired coverage area. This, together with the expected crowd size and usage, will determine the number of APs and the degree of weatherproofing that will be required. Varying degrees of coverage include closed indoor environments such as lobbies or restaurants and retailers to outdoor environments such as roof gardens and taxi stands. The crowd size at these locations will also be considered as well as the type of applications that might be used.
Existing Infrastructure
From the physical infrastructure point of view, the location of the MDF or Main Frame room, the server room as well as the in relation to the desired coverage area will need to be identified for the network cabling.
From the network perspective, IDA recommends that all newly deployed hotspots to have a backhaul of at least 100 Mbps bandwidth for sites with one access point.
In the event that backhaul bandwidth utilization exceed 80% of its capacity limit for seven (7) consecutive days, or for more than ten (10) occurrences over a consecutive period of three (3) months, Companies shall engage the appointed Wireless@SG Operator for a recommendation for bandwidth upgrade.
Equipment
When setting up the infrastructure for Wireless@SG, Companies can choose to own the Wireless LAN equipment, or lease the equipment from the Operators as a managed service. As a best practice, Companies should also request that Operators declare the brand and model of the equipment in their contract.
Each hotspot must also support twenty (20) concurrent devices at a minimum. However, the Wireless@SG programme requires that a downlink access speed of up to five (5) megabits per second (5 Mbps) be available per device at each hotspot. Companies can choose to increase the number of concurrent devices and as well as the downlink access speed above and beyond the programme requirements, but must adhere to the minimum. To illustrate an example, a hotspot with a backhaul bandwidth of 250 Mbps can support:
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o a maximum of fifty (50) concurrent devices with a downlink access speed of five (5) megabits per second, or
o a minimum of twenty (20) concurrent devices with a downlink access of five (5) megabits per second
Guidelines around Wireless@SG Services
The Wireless@SG service consists of two tiers of service – basic services, which is free to general public; and premium services, which can be provided based on the Company’s request, or as an additional Value-added Service by the Operator. The following describes some of the guidelines around the use of Wireless@SG equipment, services as well as the registration and authentication of users.
Use of Wireless@SG equipment
All Access Points shall be compliant with standards depicted by IDA and shall broadcast both “Wireless@SG” and “Wireless@SGx” Service Set Identifiers (SSIDs) for the purpose of providing Wireless@SG services at the Company’s premise. IDA reserves the right to stipulate additional SSIDs where necessary for basic tier service. The Network must support at least 16 SSIDs and a different set of services can be provided with each SSID. Each access point shall be able to support both IPv4 and IPv6 protocols, and all equipments and elements within the network shall be IPv6 ready by 31 March 2015. It shall be able to support devices/clients that are certified by Wi-Fi Alliance, Wireless Broadband Alliance, Next Generation Hotspots, and type-approved by IDA. Access points have to be dual-band ready (2.4GHz & 5GHz). The Network shall be configured to prioritise 5GHz channels as the preferred connectivity option for client devices.The access point deployed should be able to support 802.11 a/b/g/n/ac devices.
Companies may broadcast their own SSIDs for premium tier service. Basic Tier Service
All deployed Wireless@SG hotspots must offer a basic tier service (“Basic Services”) free to the general public. Basic Services shall offer unlimited service plans with a downlink access speed of up to 5 megabits per second and uplink access speed of up to 2.5 megabits per second.
Companies can consider requiring network speeds above and beyond the above in their service contract with the operators.
The Network must allow access to applications such as, but not limited to, email, internet browsing, instant messaging, peer-to-peer programs, virtual private network (“VPN”) tunnelling, voice over Internet Protocol (“VOIP”), online gaming, video-streaming, and video-conferencing provided that such applications are in compliance with standard-based technology and the bandwidth requirements of Basic Services at all times. Ports used by these applications shall not be blocked. The Network must also be capable of supporting traffic originated from multicast protocol within the bandwidth
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requirements of Basic Services. However, Operators will be allowed to take appropriate actions if any user of such applications poses a threat to the health and security of the Network. Premium Tier Service
Company can also choose to offer paid premium tier services (“Premium Services”) that provide better quality of service and/or more services than Basic Services.
Companies may also choose to procure additional services/products from the operators. These include support for advertising and surveillance applications, Data analytics and location-specific applications for targeting marketing. Company shall engage Operator to put in place mechanisms to support the management of Hotspots resources for both the basic and premium tier services.
Roaming Support
The Network must allow registered users of all network operators operating a Wireless@SG branded network (“Wireless@SG Operators”) to roam in its Network.
Registration and Authentication for Wireless@SG Users
Users of the Wireless@SG service will need to login using their Wireless@SG account credentials to access the Wireless@SG service. There are three methods for user authentication:
1) Universal Access Method (via Web Login)
Registered users can access the Wireless@SG service via a captive web portal by entering their account credentials to access the
Wireless@SG service
2) Extensible Authentication Protocol Method – PEAP (via App Login)
The App Login shall authenticate the Wireless@SG users to the
Wireless@SG network using IEEE 802.1x authentication framework with Protected Extensible Authentication Protocol version 0 / Microsoft Challenge Handshake Authentication Protocol version 2
(PEAPv0/MSCHAPv2) authentication method.
3) Extensible Authentication Protocol Method – SIM (via SIM Login) This method allows the Wireless@SG network to authenticate users based on the identification details stored in the users’ 3G/4G SIM card after a one time configuration. Operators shall implement GSM Subscriber Identity Module (EAP-SIM) and Universal Mobile Telecommunications System (UMTS) Authentication and Key Agreement (EAP-AKA) and the like in all of its Wireless@SG Hotspots.
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The designated Wireless@SG Operator for the hotspot shall ensure that they interface with all mobile operators based in Singapore for The authentication of all locally issued SIM and USIM cards.
The purpose of performing SIM-based authentication and ensure that all SIM-based transactions can be routed successfully to and fro all mobile operators based in Singapore.
In the case whereby the designated Wireless@SG Operator is also a mobile operator based in Singapore, the designated Wireless@SG Operator shall ensure all locally issued SIM and USIM cards issued by the designated Wireless@SG Operator can successfully be authenticated. For the avoidance of doubt, this shall include SIM and USIM issued to Postpaid, Prepaid, Multi-SIM and the like mobile subscribers of the designated Wireless@SG Operator.
All three (3) Authentication services above shall be available twenty-four (24)
hours a day, seven (7) days a week and provided free-of-charge to all Wireless@SG users during the entire Wireless@SG Programme.
All non-registered users shall only be allowed to access the following: i. Log in page of the Wireless@SG web captive portal
ii. Registration page to sign-up for a Wireless@SG account iii. Terms and conditions for the Wireless@SG service iv. IDA corporate website for registration purposes
v. Operators’ corporate website or welcome page for registration purposes Security
In terms of security, Companies are to engage appointed Operator to ensure the physical security for network equipment and proper authorised access. Companies can also choose to include additional requirements for network security.
Physical security
Companies shall assist Operators to put in place measures to ensure the physical security for all critical network equipment within the direct control of the Company and in accordance with standards and procedures adopted by the Company and the building management where such equipment are located. Subject to any third party approval being sought, the Company shall use reasonable efforts to ensure that the wireless network equipment installed on-site shall be controlled and restricted to authorised personnel only and are not easily accessible by the public.
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Network Security and Vulnerability ManagementOperators are required to ensure that the wireless network equipment is configured securely in accordance to industry best practices and that relevant steps be undertaken to manage security vulnerabilities that affect the wireless network equipment. Companies can consider requiring operators to include network intrusion detection systems and/or host based intrusion detection systems as part of their tender.
Network Segregation
If Wireless@SG service is provided through infrastructure shared with other Wireless LAN (WLAN) services, Virtual LAN shall be created to segment the Wireless@SG network from the rest of the WLANs.
Additional Features
Customer support and Problem Resolution for Wireless@SG Users
Wireless@SG Operator must provide users with customer support for Basic Services which, at the minimum, shall provide resolution to issues related to Network connectivity problems and service interruption or degradation, provided that such issues or problems are not due or caused by any wilful act, omission and default by the users.
Companies shall engage Operator to provide additional levels of customer support beyond the existing avenues which include hotline number and email.
Network Audits
IDA conducts network audits on Wireless@SG network from time to time to ensure the network meets IDA’s service level requirements stipulated to Wireless@SG Operators. The Company shall allow IDA-appointed network auditors to conduct such audits at their premises.
Hours of Operation
All deployed Wireless@SG Hotspots shall:
i. Be operated twenty-four (24) hours a day, seven (7) days a week or according to the opening hours of the premise, whichever is applicable; ii. Achieve at least 95% availability for deployed Hotspots for each site; and iii. Achieve at least 95% availability for deployed Hotspots for the Network. Branding
The Company shall maintain the Wireless@SG branding in relation to the Network throughout the Contract Period. The Company shall comply with brand guidelines where reasonably practicable as may be instructed by IDA from time to time.
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2. Parties’ Obligations
2.1 [Wireless@SG Operator]
[Wireless@SG Operator] shall provide the Services for the Property.
2.2 [Premise Owner]
(a) [Premise Owner] shall determine a location in the Property (“Location”) at no charge for [Wireless@SG Operator] to install the
Equipment. In turn, [Wireless@SG Operator] shall be responsible for the provisioning of the line needed for the service
(b) [Premise Owner] shall provide and maintain minimally a 13-ampere, 240 V power source (“Power Source”), at the Location solely for
keeping the Equipment operational throughout the Term. For the avoidance of doubt the Power Source is to be made available on a 24 hours a day, 7 days a week basis, throughout the Term or during the opening hours of the shopping Malls or the operational hours of the outlets.
(c) [Premise Owner] acknowledges that:
i. the Equipment is the property of [Wireless@SG Operator] and nothing in this Agreement conveys to [Premise Owner] any right, title or interest in or to the Equipment;
ii. It will not attempt to transfer, sell or otherwise dispose of the Equipment, or do any other act which may infringe upon [Wireless@SG Operator]’s ownership, rights or interests;
iii. The Equipment must be kept in the same position as where installed by [Wireless@SG Operator]. The Equipment must not be tampered or interfered with or removed from the Location without the prior written consent of [Wireless@SG Operator]. No additions, improvements or alterations to the Equipment or any change to its working order, function or quality thereof in any manner whatsoever as installed, is allowed without the prior written consent of [Wireless@SG Operator]; and
iv. During the Term, the Equipment may, subject to prior notice in writing to [[Wireless@SG Operator]], be removed and/or
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reinstalled and/or redeployed from/in the Property at per agreed costs to [Premise Owner](d) [Premise Owner] shall permit authorize [Wireless@SG Operator] personnel at all reasonable times to enter any part of the Property [Wireless@SG Operator] deems necessary for the purposes of installing, inspecting, using, examining the condition and maintaining the Equipment under [Premise Owner] IS IT Vendor procedure.
[Premise Owner] undertakes that it shall not impose any charges to any person capable of receiving WIFI connectivity at the Property.
Terms & Conditions
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Undertaking
We agree to subscribe for the above-mentioned Service and agree to be bound by the following sets of terms and conditions (including any amendments thereto as my be made from time to time) which shall form the terms and conditions of the Agreement between [Wireless@SG operator] and us in relation to the provision of the Services upon [Wireless@SG operator]s acceptance of this application via its confirmation of the Service Activation Date:-
1) The Terms and Conditions set out above; 2) The Terms and Conditions set out in attached.
3) The General Terms and Conditions, Broadband services and Acceptable Use Policy which are available on the website accessible at [Wireless@SG operator website]
Signature of Authorised Officer / Date
Firm / Company Stamp
[Wireless@SG operator] Sales Rep (For Official Use)
Signature of Sales Officer / Date
Name of Sales Officer / Tel
