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.
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.
The initial provisioning of a customer connection (i.e. port on the AMS-IX switching platform) will take a maximum of five (5) working days (Mon-Friday 9.00-18.00 CET) after acceptance of the customer’s order, providing that the customer has an agreement with the chosen AMS-IX colocation and after return of the signed AMS-IX Connection Agreement by the candidate customer, or on the envisaged date of the connection, as indicated by the customer in the port order form.
In case a new customer wants to become a member of the AMS-IX Association the member acceptance process 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 customer to physically install/configure their router and other equipment at the housing location(s), finalise 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 customer’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.
For changes in the configuration without contractual implication we schedule a provisioning time of 3 working days.
For configuration changes with a contractual implication, e.g. additional connections or port upgrades, we schedule a provisioning time of a maximum of 5 working days after receipt of the signed revised Connection Agreement.
The customer can always indicate his own envisaged date of delivery, which AMS-IX will honour as much as possible.
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:
Service deterioration is defined as not performing according to the set performance parameters outlined below.
AMS-IX strives to maintain very high levels of quality of service for all of its customers. We are able to maintain this high service quality because of 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 customers that the customer 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 customer equipment adversely affecting other customers’ service experience. 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 70% for either incoming or outgoing traffic.|
Packet loss is measured between ports on each access 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 access switch in the AMS-IX platform. These ports are used as representation for customer ports on these access 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 access switch in the AMS-IX platform. These ports are used as being representative for customer ports on these access switches. The target performance in IPDV is for 97.5% of the packets to be between -0.1 and +0.1 ms.|
To measure these KPI's AMS-IX makes use of Delay Measurement Messages provided by the ITU-T Y.1731 Ethernet OAM standard. Every switch in the network has a measurement probe attached to it which exchanges these messages over the platform in a separate VLAN. The measurement frames are sent out 10 times per second for delay and jitter measurements, and once per second for frame loss measurements.
Real-time delay statistics
The values displayed here in real-time are actual values from a single measurement refreshed every 3 seconds (1 minute for frame loss). This gives an indication of the performance of the network.
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.
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:
Scheduled maintenance is always announced to the following mailing lists: tech-l, grxtech and ops-announce-l.
Scheduled maintenance is defined as follows:
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 Emergency Scheduled 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.
AMS-IX is ISO 27001:2013 certified.