Service Level Objectives of Incident Management

Equinix applies the following Service-Level Objectives (SLOs) of the Incident Management in Equinix Internet Access

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.

• 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

• 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

• Unplanned Maintenance Notifications – we provide immediate notification on any unplanned impact to your service/functionality at the moment when our technical teams are notified

• Post--Incident Report – we provide customers a PIR within five (5) business days of a request