Availability
The availability levels of the service are shown in the table below.
| Availability Level | Availability (%) |
|---|---|
| IPS Standard Level | 99.95% |
Incidents
Incident Parameters
| Service Window | Availability |
|---|---|
| Incident Repair Service Window | 24x7 |
Incident Prioritization
| Priority | Impact |
|---|---|
| Critical | The IPS is completely unavailable |
| High | The IPS is available with reduced functionality |
| Normal | The IPS is available but a risk to service is evident |
| Low | Work or Change Request |
Incident Response Times
| Priority | Performance of Work | Response Time |
|---|---|---|
| Critical | 24x7 | 0.5 Hours |
| High | 24x7 | 1 Hour |
| Normal | 8x5 | 8 Hours |
| Low | 8x5 | 16 Hours |
Maintenance
Scheduled maintenance activities are announced by Equinix change management at least two weeks in advance of work commencement.
For emergency maintenance, Equinix reserves the right to deviate from any agreements. In the above situation, an emergency maintenance request can be scheduled immediately, after which you are informed when the maintenance takes place.
