Providing a professional level of Quality of Service (QoS) to all its members has always been part of France-IX's DNA. Achieving the highest QoS by managing the delay, delay variation (jitter), frame loss and service availability parameters on France-IX infrastructure is the secret to a successful peering experience. Adding objectives on provisioning, move and change now defines the path to a successful member experience.
This QoS section sets out the service levels for all services supplied by France-IX under the General Conditions of its Connection Agreement for the provision of peering services. It gathers all the resources, processes and objectives surrounding these services, aiming to guarantee the highest quality to its communities in Paris and Marseille.
As soon as the customer has received its cross-connect within the datacenter where France-IX has a Point of Presence (PoP), France-IX technical Team proceeds to the connection of the customer to its equipment within five (5) business days for 1GE, 10GE and 100GE ports. However, the customer can always specify to France-IX its preferred date for service delivery and France-IX will do everything possible to accommodate such requests.
The customer port is initially placed in the quarantine VLAN. Optical levels and operational checks are done to make sure that there are no errors or default onto the port, and to make sure that no unauthorized protocols are activated or no unwanted traffic is sent. These technical specifications are described on France-IX web site: Network technical specifications
Once the checks are finalized, the port is placed into the production VLAN, so that the date at which such tests are completed and successful is considered as the production date.
When a customer is connected with multiple ports onto a same PoP, France-IX splits by default the connection of the customer onto several line-cards, to reduce as much as possible the possible impact of a maintenance or an outage on a card. Moreover, when the datacenter provides multiple Meet-Me-Rooms (MMR), France-IX installs cross-connects on these MMRs, then the customer can select redundant paths to connect its ports. In case the customer does require even more resilience, specific design has to be discussed with France-IX technical team.
Every France-IX equipment installed in one single PoP is powered with redundant power supplies, redundant switch fabrics and management cards, in all PoPs. On some core PoPs, the cabinets themselves are doubled to bring even more resiliency. All edge PoPs are interconnected with at least two (2) other core PoPs, with optical paths that take completely separate paths, in order to minimize the impact of a maintenance or an outage onto a fiber path.
If a simple change onto the port configuration is requested, without contractual implication, such as change of MAC address allowed on the port, this change is operated on a 24/7 basis by France-IX NOC, in a delay of four (4) hours (working and non-working hours).
All scheduled maintenances and planned works operated by France-IX are announced at least ten (10) business days in advance, unless a major technical or a severe security issue requires an immediate maintenance (see 4.3 Service Outage (detected by France-IX). In all cases, France-IX will use every possible mean at its disposal to minimize the potential impact of such maintenance. The maintenances are excluded from the calculation for the availability of the Service. All maintenances are either announced by our NOC or by France-IX Technical team.
All maintenance tickets shall contain the following information:
Maintenance having an impact on customer ports are always executed during non-working hours.
If an issue is detected or suspected by the customer, either on its connection, or on France-IX infrastructure, the incident shall be signaled to France-IX NOC by opening a ticket.
All outages, incidents, or any degradation of quality of service, automatically generates a trouble ticket to inform France-IX customers.
In case of a major technical issue or in the event of a severe security issue, France IX reserves the right to suspend the Services at any time in order to protect its customers, with a notice period given as soon as possible.
When an issue appears, France-IX NOC does open a ticket for information within one (1) hour of the problem detection (during working and non-working hours). Updates are then sent to France-IX members each time any useful information can be provided, and so until resolution.
All trouble tickets shall contain the following information:
Escalation processes are automatically initiated by France-IX NOC, depending on the criticality and duration of the incident.
The service availability is the total period per calendar year of availability of its infrastructure in one city (all customer ports). France-IX' objective is to deliver to its customers an availability of at least 99,995% per year (non contractual). France-IX is running two IXPs, one in Paris and one in Marseille: the availability is calculated individually, as the IXPs are independent and not interconnected.
The following events are excluded from availability calculation:
The service is considered as unavailable when the customer is not able to reach at least 10% of France-IX customers, for a period of time longer than 10 consecutive seconds or the inability to send or receive traffic across France-IX infrastructure.
Every month, the availability is measured, in order to consolidate the annual availability. The total time is measured in minutes.
|Availability =||Total time ∑ - downtime (maintenances + outages)||x 100|
|Total time ∑ - downtime (maintenances)|
The availability is measured based on tickets generated by France-IX NOC and on measures collected from the monitoring probes. It is displayed in real time and accessible online at anytime by the customer on the France-IX customer portal.
The objective for France-IX is to deliver to its customers the following target values (non-contractual):
For Round-trip Delay, the value indicated is the maximum delay between two PoPs, taking into consideration there can be 80km between two PoPs. France-IX has deployed probes on all its PoPs. Round-trip delay, jitter and frame loss are measured and monitored permanently:
France-IX provides access to a Customer online portal: tools.franceix.net.
This customer portal includes weathermaps, information on the traffic volume per PoP, BGP summary, flow statistics, looking-glass and a direct access to the France-IX NOC. Login and password are sent to the peering email address when the service is activated.
Please note that France-IX reserves the right to modify the measurement methods, frequency, systems and tools at any time on its infrastructure, without prior notice, in order to constantly keep us with the technological developments, regulatory frameworks and business requirements.
Every quarter, France-IX Technical team issues a report, summarizing all the operations run onto France-IX infrastructure, whether they were impacting or not the service availability, in order to be as much transparent as possible. Such reports also include information of outages/incidents when appropriate.
|Move and Change||
|Round-trip Delay||< 1.5 ms average per hour in a 24h period|
|Jitter||< 0.100 ms average per hour in a 24h period|
|Frame Loss||< 0.05 % average per hour in a 24h period|
|Availability||> 99.995 % per year per city|