Service Level Objectives of Fabric Incident Management
Equinix applies the following Service Level Objectives (SLOs) for Incident Management in Equinix Fabric.
The following response times apply only to incidents and do not cover Support Cases or Trouble Tickets. For instructions on submitting a Support Case, see Opening a Support Case.
| Service | Definition | Target time |
|---|---|---|
| Incident Management Priority 1 | An interruption in services that renders critical functionality inaccessible or a complete network interruption that causes a severe impact on services availability. | Equinix response: 30 minutes Service restoration: 4 hours |
| Incident Management Priority 2 | An interruption or degradation in critical functionality or network access that severely impacts services availability. | Equinix response: 2 hours Service restoration: 24 hours |
| Incident Management / Request Fulfillment Priority 3 | Degradation in the usability of noncritical function or procedure that has an operational impact but no direct effect on services availability. Also, a workaround for this incident is available. | Equinix response: 6 hours |
Additional Release and Maintenance Notifications
The Product Release Notifications team (Product Ops) covers all product-related notifications to our users. Product-related notifications are categorized as software, database, and portal updates.
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Quarterly Release Notifications – we provide announcements on planned impact to your service/functionality 18 days before the release date and a reminder four (4) days before the scheduled release date
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Planned Maintenance Notifications – we provide notification on noncritical, planned impact to your service/functionality 15-16 days before the maintenance date, and a reminder 1-2 days before the scheduled maintenance date
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Unplanned Maintenance Notifications – we provide immediate notification on any unplanned impact to your service/functionality at the moment when our technical teams are notified
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Post--Incident Report – we provide customers a PIR within five (5) business days of a request