Service details


Service Provisioning

The initial provisioning of a customer connection will take a maximum of five (5) working days after acceptance of the Customer order and after return of the signed AMS-IX Connection Agreement by the candidate customer. A customer can always indicate a prefered date of delivery, which AMS-IX will honor as much as possible.

For changes in the configuration without contractual implication, AMS-IX schedules a provisioning time of three (3) working days. Orders have to be placed using the my.ams-ix.net portal. For configuration changes with a contractual implication, e.g. additional connections or port upgrades, AMS-IX schedules a provisioning time of a maximum of five (5) working days after acceptance of the order and receipt of the signed revised Appendix of the AMS-IX Connection Agreement. Orders have to be placed using the my.ams-ix.net portal.

The change Provisioning SLA only applies to 1GE and 10GE ports, until otherwise mentioned 100GE ports are excluded from the provisioning SLA for now.


Service Availability

The aim of the service availability is 99.99% per month. AMS-IX defines availability as the amount of time per month that the AMS-IX Infrastructure and the connection under consideration to it are available to Customer.

To calculate availability the following formula is used:

Availability Formula

Where:
A = Number of hours in a month
B = Sum of all outages due to announced maintenance,
C = Sum of all outages
P = Availability percentage

AMS-IX considers the service unavailable when:

  • The connection of customer to the AMS-IX infrastructure is not operational due to a problem within the responsibility sphere of AMS-IX
  • The connection of customer to the AMS-IX infrastructure is operational but 5% or more of the other customer routers in the same service LAN are unreachable due to a problem within the responsibility sphere of AMS-IX
  • If the connection of the customer consists of a so called LAG and one or more of the individual links in this LAG are down due to a problem within the responsibility sphere of AMS-IX and the traffic load on the remaining links exceeds 70%.

For details on any limitations or exceptions please refer to the detailed SLA document.


Service Performance 

The AMS-IX infrastructure is considered degraded if one of the measured Key Performance Indicators (KPI) between a customer and another customer connected to the same service is experienced at a rate larger than the aimed service level. The monitored and measured KPI with their target values are:


KPI Target value Description
Packet loss <0.05% Average per hour in a 24 hour period
One way delay <500 micro-seconds Average per hour in a 24 hour period
One way delay variation <100 micro-seconds Average per hour in a 24 hour period

The KPIs are continuously monitored and measured by probes in the monitoring platform. Connected to each of the access routers is a "probe" which measures the performance of the connection over the AMS-IX infrastructure towards the other probes. These measurements are indicators of the performance and are expected to be similar, but not necessarily the same, as experienced by the customer. If the measurements of customer on its connection deviates from the published performance indicators and exceeds the numbers in the agreed SLA, an SLA-case can be opened.


Service Level Management and Reporting

Realtime KPI reporting on the general service level performance of AMS-IX is done at the statistics webpage. On top of that SLA-customers receive an individual monthly SLA report through the customer specific my.ams-ix.net portal. Each month the customer will be notified of the posting of the report.


Service Credits

Upon late delivery, unavailability or underperformance, service credits apply for the particular customer connection. Service credits need to be requested through the customer environment in my.ams-ix.net. AMS-IX will then manage the service credit request internally and report back to customer. The following service credit schemes apply:

Service Provisioning
Type Measure Monthly Service Credit
Initial port Over 5 working days 50%
Over 10 working days 100%
Non-contractual impact changes  Over 3 working days 50%
Over 6 working days 100%
Contractual impact changes As above at ports

Service Availability
Monthly Calculated Availability (P) Approximate Monthly Minutes Downtime* Monthly Service Credit
P ≥ 99.99% 0-4 0%
99.99% > P ≥ 99.95% 4-22 50%
P > 99.95% > 22 100%

*Depends on actual number of days in the month


Service Performance
KPI Measured value Monthly Service Credit
Packet loss 0.05% ≤ % value ≤ 0.1% 25%
% value > 0.1% 50%
One way delay 500 µs ≤ delay value ≤ 1000 µs 25%
delay value > 1000 µs 50%
One way delay variation 100 µs ≤ jitter value ≤ 200 µs 25%
jitter value > 200 µs 50%