Trouble Ticket Support

Our NOC actively monitors the AMS-IX infrastructure 24 hours/day, 7 days/week. Problems can be reported to the AMS-IX NOC via email or telephone. The NOC operates normal office hours (09:00 -17:30 CET Monday to Friday). Outside of these hours there are engineers on-call that can be reached 24x7 for issues that require immediate attention. Note that the 24x7 on-call engineer is to be contacted in case of emergency only.

When a problem is reported, the AMS-IX NOC opens a trouble ticket and assigns an engineer to resolve the problem. The member is kept up to date of resolution by email. In exceptional cases, e.g. when a member cannot be reached via email because of the reported network failure, the NOC can agree to keep the member's staff up-to-date by phone instead. In case of service failure (disruption or deterioration) we aim to resolve within 4 hours of reporting. Other issues or requests will be resolved as soon as possible. A ticket will not be closed without the member's consent. In case a member feels there is a need to escalate a problem, the requests are relayed to our Chief Technical Officer.

All trouble tickets can be reviewed through the member portal on the AMS-IX website. In many cases problems are discussed on our interactive tech-l@ams-ix.net mailing list to which the AMS-IX NOC and most members' technical contacts are (or can be) subscribed

Maintenance
To ensure the required Quality of Service and facilitate continuous growth, the AMS-IX platform is maintained on a day-to-day basis and upgraded regularly. Such upgrades are always carried out during scheduled maintenance, for which two maintenance window time frames are in use:

  • Non-disruptive maintenance: Mondays to Fridays between 00:00 and 04:00 hours CET.
  • Disruptive (or potentially disruptive) maintenance: Tuesday or Thursday between 04:00 and 06:00 hours CET.

Scheduled maintenance is always announced to the following mailing lists: tech-l, grxtech and ops-announce-l.

Scheduled maintenance is defined as follows:

  • A period of time during which the AMS-IX platform may not perform at the usual quality level. This is typically related to work being done to fix or improve the platform. Scheduled maintenance is always announced to the relevant mailing lists at least 72 hours before it is taking place.

In addition to the above, it may occur that equipment needs to be replaced immediately, because of hardware or software malfunctioning detected by the AMS-IX NOC. In such cases the replacement work may involve so called Unscheduled Maintenance which will also be announced to the above mentioned mailing lists, however it will not be announced well in advance. This, of course, follows from the immediate nature of the required repair activity and is always up to the discretion of the AMS-IX technical team.