Service Levels – EQAP

Availability

The service is available in two variants, Standard and Premium, as shown in the below table.

Availability Level	Availability (%)	Implementation	RPO	RTO
Standard	99.9%	Within 1 data center	24 hours¹	8 hours³
Premium	99.95%	Within 1 data center	4 hours²	4 hours²

Note:

1. To achieve this RPO value, a purchase of the Equinix Managed Services Backup & Restore service is required.

2. For lower RPO and/or RTO values, a custom design is needed.

3. Times mentioned depend on data volume.

Features of the Standard level are –

In one availability zone (data center), one (or more) EQAPs are delivered.
The service has a 8x5 breakdown service.
For questions, requests for changes and other types of support, business hours apply.
The underlying storage of the platform is backed up at block level through snapshots in accordance with the standard SLA.
The Virtual Machines on which the Container platform runs are included in the backup as is already the case for regular Virtual Machines. This way the cluster itself, including the settings, stays protected.

Features of the Premium level are –

In one availability zone (IPS data center), one (or more) EQAPs are delivered.
The service has a 24/7 breakdown service.
For questions, requests for changes and other types of support, business hours apply.
The underlying storage of the platform is backed up at block level through snapshots in accordance with the premium SLA.
The Virtual Machines on which the Container platform runs are included in the backup as is already the case for regular Virtual Machines. This way the cluster itself, including the settings, stays protected.

The standard windows of maintenance are from 08.00 – 18.00 hours on business days, weekends, and holidays.