The Equinix Back-up & Restore service is provided at one service level.
Availability
| Availability Level | Availability (%) | Implementation |
|---|---|---|
| Standard | 99.9 % | Within 1 data center |
Service Requests
The following standard changes can be requested through the service portal as a service request.
| Request Name | Description | Included/Additional 1 |
|---|---|---|
| Disk Restore | Restore a virtual disk | Additional |
| VM Restore | Restore the VMs | Additional |
| Adjust back-up scheme | Change the VM back-up schedule | Additional |
| Adjust NAS back-up scheme | Change the NAS back-up schedule | Additional |
| Restore a File share | Restore of a full file share | Additional |
1 Included means the request is part of the service and has no additional implementation cost. Additional means the service request has additional cost and its execution requires an approval in the service portal.
All changes not listed in the table above can be requested by the customer by selecting change at the service request module. Equinix will perform an impact analysis to determine whether the change can be implemented and to determine associated costs and lead time.
Handling of Failure
Response and Resolution Times
| Priority | Response Time1 | Resolution Time | Execution of Work | SLA2 |
|---|---|---|---|---|
| P1 | < 15 min | < 8 hours | 24/7 | 95% |
| P2 | < 30 min | < 16 hours | Service window | 95% |
| P3 | < 60 min | < 48 hours | Service window | 95% |
1 Time between registering the incident and contacting an Equinix Managed Service specialist.
2 SLA refers to the reaction and resolution time.
Maintenance
The standard windows of maintenance are from 08.00–18.00 hours on business days, weekends, and holidays.
To view our incident priority matrix, and learn more about our impact and urgency assessment when handling failures, refer to Maintenance and Support – Equinix Data Platform.
