Quality Statement 2
Quality Statement
AMS-IX offers high quality interconnection services on a technologically advanced and highly resilient platform supported by a professional organisation. In practice this means we are offering carrier grade service levels1.
All our connected customers receive the same high level of service based on the quality parameters described here. These parameters have been defined by the need to comply with the high-quality expectations of our customers and are continuously monitored and measured by probes in our monitoring platform. Attached to each of the access routers that customers connect to is a “probe” which measures the performance of the connection over the AMS-IX Infrastructure towards the other probes. Combined these measurements are assumed to be an indication of the customer experience when it comes to using AMS-IX interconnect services.
1This Quality Statement does not have penalty schemes associated with it. A Service Level Agreement (SLA) that includes service penalties can be ordered. Please contact us for further details.
Service Demarcation
AMS-IX is responsible for the correct functioning of its distributed switching infrastructure. The AMS-IX service consists of delivering, operating and interconnecting member ports on our switches, including service from these member ports up to and including the local AMS-IX patch panel. The customer is responsible for the necessary cabling between the member's router and the AMS-IX switch patch panel through the arrangements made with an AMS-IX co-location or, in case of a remote layer-2 connection, arrangements made with a partner/carrier. The customer is always responsible for arranging their own BGP peering with other AMS-IX members and for the correct functioning of their own infrastructure, i.e. router equipment.
Service Delivery
The initial provisioning of an IXP customer connection (i.e. port on the IXP switching platform) will take a maximum of five (5) working days (Monday-Friday 9.00-18.00 CET).
Upon completion initial provisioning, the port will be placed in the quarantine VLAN. This allows the IXP customer to physically install/configure their router and other equipment at the housing location(s), finalise the cabling arrangements with the colocation or layer-2 service provider and subsequently verify basic (L1/L2 and ping) connectivity to the IXP platform.
Also, this stage of the process allows the AMS-IX NOC to verify that the IXP customer’s equipment is configured according to the IXP ‘Allowed Traffic’ rules. Once this is done and the AMS-IX NOC has concluded that the interface is ready for production, the interface is placed into the appropriate VLAN.
Connection changes:
For changes in the configuration without contractual implication, we schedule a provisioning time of 3 working days.
The customer can always indicate their own envisioned date of delivery of the IXP customer port, which AMS-IX will honour as much as possible.
Network & Service Availability
The aim of the AMS-IX Network Operations Centre 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.
Trouble ticket support
Our Network Operations Centre 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.
When a problem is reported, the AMS-IX NOC opens a trouble ticket and assigns an engineer to resolve the problem. The customer is kept up to date of resolution by email. In exceptional cases, e.g. when a customer cannot be reached via email because of the reported network failure, the NOC can agree to keep the customer’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 customer’s consent.
In case a customer feels there is a need to escalate a problem, the request is 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 tech-l interactive mailing list to which the AMS-IX NOC and all customers’ technical contacts are (or can be) subscribed.
Maintenance
All Equipment and Software is maintained and supported by AMS-IX. 1st line support is available 24x7 by phone and email, with escalation to 2nd line, if necessary.
Communication with the Technical support is conducted in English.
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 windows, between 00:00 and 06:00 local time.
Any scheduled maintenance is announced to the tech-l mailing list with at least 72 hours' notice.
Scheduled maintenance is the time window during which work is being done to fix or improve the IXP platform, and as a result the platform may not be performing at the usual quality level.
In addition to the above, it may occur that any 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 Emergency Scheduled Maintenance, which will also be announced to the tech-l mailing list; however, it may not be announced well in advance. This, of course, is due to the immediate nature of the required repair activity and is always up to the discretion of the AMS-IX technical team.
ISO 27001 Certification
AMS-IX is ISO 27001:2013 certified.
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