AMS-IX B.V.

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 - Main Benefit Points

1) Guaranteed Level of Service (in addition to best effort).

2) Dedicated Service manager.

3) Priority Number to call to report issues.

4) Defined Service Levels and Quality for initial port delivery and changes.

5) Defined Performance Service Levels and Service Quality for production ports.

6) Monthly report (Example) showing:

                                        a) Performance measurement (delay, jitter and frame loss)

                                        b) Outage summary

                                        c) Service availability

7) Real-time online performance measurement for SLA designated ports.

8) Periodic meetings and discussions with your Service Manager.

9) Service credits (up to 100%!) of port fees for underperformance.

How to order SLA:

Just login to my.ams-ix.net, 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 sla@ams-ix.net.

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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:

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 if 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:

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 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

Each SLA-customer will be assigned an SLA-manager who is the main interface for the customer regarding the service provisioning, availability and KPI performance. The Service Manager handles the SLA-cases and is an interface towards the network engineers who manage the operational network operations and solve technical issues, as well as to finance and administration handling the issue of potential service credits.   

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 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 . The AMS-IX Service Manager will then manage the service credit request internally and report back to Customer. The following service credit schemes apply:

For specifications on the processes around maintenance, escalation, dispute resolution and other details please refer to the detailed SLA document.