Service Level Description

AMS-IX Chicago offers high quality services over a technologically advanced and resilient platform supported by a professional and efficient organisation. In practice this means we are offering carrier grade service levels.

All our customers receive the same high level of service based on the quality parameters in this document. These parameters have been defined by the need to comply with the high quality profile expectations of our members. 

Service Demarcation

AMS-IX Chicago is responsible for the correct functioning of its switching infrastructure. The AMS-IX Chicago service consists of delivering, operating and interconnecting customers' ports on our switches, including service from the customers' ports up to and including the local AMS-IX Chicago patch panel.

The customer is responsible for the necessary cabling between its router and the AMS-IX Chicago switch patch panel through the arrangements made with the colocation . The customer is always responsible for arranging its own BGP peering with other AMS-IX Chicago customers and for the correct functioning of its own network infrastructure, i.e. router equipment.

Service Delivery

Initial connection

The initial delivery of the port service is a maximum of 5 working days after the contractual part is completed (the relevant documents are signed and/or approved). The customer can always indicate his own envisaged date of delivery, which AMS-IX Chicago will honour as much as possible

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, finalise the cabling arrangements with the colocation. 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 in mutual agreement with the customer.

Connection changes

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 the contractual part is completed (the relevant documents are signed and/or approved).

The customer can always indicate his own envisaged date of delivery, which AMS-IX Chicago will honour as much as possible.

Network & Service Availability

The aim of the AMS-IX Network Operations Centre (NOC) is to have a network availability of at least 99.99%. AMS-IX Chicago 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 customers causing disfunctioning of the exchange
  • force majeure

Service deterioration is defined as not performing according to the set performance parameters outlined below.

Service Quality Port Hygiene

AMS-IX Chicago strives to maintain very high levels of quality of service for all the connected networks. We are able to maintain this high service quality because of, e.g. 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 customers is aware of, and adheres to, the rules for allowed traffic types on the AMS-IX Chicago 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. We sometimes refer to these rules as 'port hygiene measures'.

Trouble ticket support

Our NOC actively monitors the AMS-IX Chicago infrastructure 24 hours/day, 7 days/week. Problems can be reported to the AMS-IX NOC via email or telephone. The NOC operates 24x7 for issues that require immediate attention.

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 staff up-to-date by phone instead. In case of service failure (disruption or deterioration) we aim to resolve it within 4 hours of reporting. Other issues or requests will be resolved as soon as possible. A ticket will not be closed without the customers consent. In case a customer 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 customer portal My.US.AMS-IX. In many cases problems are discussed on our interactive tech-l mailing list to which the AMS-IX NOC and customers technical contacts are (or can be) subscribed.

Maintenance

To ensure the required Quality of Service and facilitate continuous growth, the AMS-IX Chicago 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 (CST)
  • Disruptive (or potentially disruptive) maintenance: Tuesday or Thursday between 04:00 and 06:00 hours (CST)

Scheduled maintenance is always announced to the tech-l mailing list.

Scheduled maintenance is defined as follows:

A period of time during which the AMS-IX Chicago 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.