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.
France-IX NOC can be contacted 24/7, either by email at firstname.lastname@example.org (a ticket is automatically generated) or through France-IX customer portal (https://support.franceix.net).
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.