Service Level Agreement

AMS-IX offers members and customers the option to extend their regular port service with a high-end professional Service Level Agreement. The service option covers not only the initial provisioning and daily availability of the port but also the level of performance of key service parameters. It is a carrier-grade SLA with service credits up to 100% of the monthly fees upon underperformance. The service option is built on AMS-IX' innovative platform architecture using photonic switches and a fully redundant MPLS/VPLS set-up. A new monitoring system has been put in place providing realtime platform statistics on Key Performance Indicators, also see the statistics.

Download all the details of the SLA: SLA document.

AMS-IX SLA benefits 

  1. Guaranteed Level of Service (in addition to best effort)
  2. Priority number for reporting issues
  3. Defined Service Levels and Quality for initial port delivery and changes
  4. Defined Performance Service Levels and Service Quality for production ports
  5. Monthly report (example) showing:
    • Performance measurement (delay, jitter and frame loss)
    • Outage summary
    • Service availability
  6. Real-time online performance measurement for SLA designated ports
  7. Service credits (up to 100%!) of port fees for underperformance

How to order SLA?

Just login to, click on "Place an Order" and "Order SLA" is shown as an additional option per port. Once the form is submitted we will do the rest. Of course you can order SLA for existing or new ports.

If you have a service affecting issue to report just call the Service Manager on the priority number and they will handle everything from there.

Questions or more information? Then please consult the Service Level Agreement on our website or send an e-mail to