General Service Level


Service Delivery

Initial connection

The initial delivery of service is a maximum of 3 working days after acceptance of the member to the Association and return of the signed Connection Agreement by the candidate member, or (if later) on the envisaged date of connection, as indicated by the member in the membership request form. The acceptance process to the Association may take up to 3 working days.

Upon first delivery of service the port will initially be placed in the quarantine VLAN. This allows the member to physically install/configure their router and other equipment at the housing location(s), finalize the cabling arrangements with the co-location or layer-2 service provider and subsequently verify basic (L1/L2 and ping) connectivity to the AMS-IX platform. Also, this stage of the process allows the AMS-IX NOC to verify that the member's equipment is configured according to the AMS-IX rules for connecting. Once this is done and the AMS-IX NOC has concluded that the interface is "clean" (see item service quality), the interface is placed into the appropriate production VLAN in mutual agreement with the member.

Connection changes

For changes in the configuration without contractual implication we schedule a provisioning time of 1 working day.

For configuration changes with a contractual implication, e.g. additional connections or port upgrades, we schedule a provisioning time of a maximum of 3 working days after receipt of the signed revised Appendix II (or the associated order form).

The member can always indicate his own envisaged date of delivery, which AMS-IX will honour as much as possible.


Network & Service Availability

The aim of the AMS-IX Network Operations Centre (NOC) is to have a network availability of at least 99.99%. AMS-IX considers both service interruption as well as deterioration of service as service failure.

Excluded from this definition are service failures due to:

  • scheduled maintenance
  • violations of AMS-IX regulations by members causing dis-functioning of the exchange
  • force majeure

Service deterioration is defined as not performing according to the set performance parameters outlined below.


Service Quality Port Hygiene

AMS-IX strives to maintain very high levels of quality of service for all of its members. We are able to maintain this high service quality because of, e.g. our rigorous testing of new installations and equipment, our adhering to standard procedure where possible, while being flexible where necessary. In addition we make sure when connecting new members that the member is aware of, and adheres to, the rules for allowed traffic types on the AMS-IX infrastructure. These rules are enforced in part by actively monitoring the platform, in part by switch configuration statements. In this way we limit the potential risk, that is inevitably present in a layer 2 network environment, of ill-behaving member equipment adversely affecting other members' service. We sometimes refer to these rules as 'port hygiene measures'.


Service quality targets

Port availability ('uptime')* The individual service availability objective per port is at least 99,99 % per year.
Packet loss** The packet loss between two typical customer ports on the AMS-IX platform should be less than 0.05% in any 24 hour timeframe. An exception is made for ports with a 5 minute average traffic load larger than 80% for either incoming or outgoing traffic. Packet loss is measured between ports on each edge switch on the AMS-IX platform. These ports are used as being representative for customer ports. Measured packet loss between these ports should be less than 0.05% in any 24 hour timeframe.
Packet delay*** Packet delay is measured between ports on each edge switch in the AMS-IX platform. These ports are used as representation for customer ports on these edge switches. The target performance in packet delay is for 97.5% of the packets to have a delay less than 0.5 ms.
Inter packet delay variation (IPDV) Jitter (or IPDV) is measured between ports on each edge switch in the AMS-IX platform. These ports are used as being representative for customer ports on these edge switches. The target performance in IPDV is for 97.5% of the packets to be between -0.1 and +0.1 ms.

The above targets are monitored by an independent party (see next paragraph) and results will be reported on the AMS-IX website, as well as independently.


Performance Measurement

Is available through the statistics page, specific KPI statistics.