Availability
The availability levels of the service are shown in the table below.
| Availability Level | Availability (%) |
|---|---|
| Network & Security Standard Level | 99.95%* |
| *SLA only available for Redundant setups | |
Incidents
Incident Parameters
| Service Window | Availability |
|---|---|
| Incident Repair Service Window | 24x7 |
Incident Prioritisation
| Priority | Impact |
|---|---|
| Critical | The Service is completely unavailable |
| High | The Service is available with reduced functionality |
| Normal | The Service is available but a risk to service is evident |
| Low | Work or Change Request |
Incident Reaction Times
| Priority | Performance of Work | Reaction Time |
|---|---|---|
| Critical | 24x7 | 0.5 Hours |
| High | 24x7 | 1 Hour |
| Normal | 9x5 | 8 Hours |
| Low | 9x5 | 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.
