Quality Statement

Quality Statement

GIXA 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 GIXA Infrastructure towards the other probes. Combined these measurements are assumed to be an indication of the customer experience when it comes to using GIXA interconnect services.

Service Demarcation

GIXA is responsible for the correct functioning of its distributed switching infrastructure. The GIXA service consists of delivering, operating and interconnecting member ports on our switches, including service from these member ports up to and including the local GIXA patch panel. The customer is responsible for the necessary cabling between the member’s router and the GIXA switch patch panel through the arrangements made with an GIXA colocation 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 GIXA members and for the correct functioning of their own infrastructure, i.e. router equipment.

Novoserve Peering
Novoserve Peering

Service Delivery

The initial provisioning of an IXP customer connection (i.e. port on the IXP switching platform) will take a maximum of five (5) working days (Monday-Friday 9.00-18.00 CET). Upon completion initial provisioning, the port will be placed in the quarantine VLAN. This allows the IXP customer to physically install/configure their router and other equipment at the housing location(s), finalize the cabling arrangements with the colocation or layer-2 service provider and subsequently verify basic (L1/L2 and ping) connectivity to the IXP platform. Also, this stage of the process allows the GIXA NOC to verify that the IXP customer’s equipment is configured according to the IXP ‘Allowed Traffic’ rules. Once this is done and the GIXA NOC has concluded that the interface is ready for production, the interface is placed into the appropriate VLAN.

Connection Changes

For changes in the configuration without contractual implication, we schedule a provisioning time of 3 working days.

The customer can always indicate their own envisioned date of delivery of the IXP customer port, which GIXA will honour as much as possible.

Network & Service Availability

The aim of the GIXA Network Operations Centre is to have a network availability of at least 99.99%. GIXA considers both service interruption as well as deterioration of service as service failure.
 Excluded from this definition are service failures due to:

Excluded from this definition are service failures due to:

Scheduled maintenance
Violations of GIXA regulations by members causing dis-functioning of the exchange
Force majeure
Novoserve Peering
Novoserve Peering

Trouble ticket support

Our Network Operations Centre actively monitors the GIXA infrastructure 24 hours/day, 7 days/week. Problems can be reported to the GIXA NOC via email or telephone. When a problem is reported, the GIXA 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 1 hour of reporting. Other issues or requests will be resolved as soon as possible. A ticket will not be closed without the customer’s consent.

Maintenance

All Equipment and Software is maintained and supported by GIXA. 1st line support is available 24×7 by phone and email, with escalation to 2nd line, if necessary.

Communication with the Technical support is conducted in English.

iso-certificate

Background

Let's talk about your
interconnection needs.

Effective interconnection enables businesses to establish direct, private data exchanges with partners, customers, and employees worldwide. This approach enhances collaboration, accelerates data transfer, and strengthens security measures. By implementing a robust interconnection strategy, your organization can achieve scalable growth, reduce operational costs, and ensure high-performing services. ​