Service Levels – EBC Core

Availability

Availability Level	Availability (%)	Implementation	RPO	RTO
Standard	99.9%	Within 1 data center	24 hours	8 hours 2
Premium (only possible with EBC ST)	99.95%	In multiple data centers	4 hours 1	4 hours 1

Note:

1. For lower values of RPO and/or RTO, a customized design is required
2. The times mentioned depend on the amount of data

Service Requests

Request Name	Description	Service Request / Change
Expand storage within existing EBC-core tier	Increasing the data store of a storage tier	Service Request1
Request storage new tier	Requesting storage for a tier that is not yet available for the customer	Service Request
Migrate storage tier	Moving customer data to another tier	Service Request
Expanding Core compute capacity	Adding host(s) for increasing the vCPU or vRAM capacity of a single cluster in EBC Core	Service Request
Add only Public IP4 block	Add one Public IP-v4 address block on the EBC customer platform (max. one / 27 block per three months)	Change2
Add VLAN	Adding a VLAN to an EBC customer platform	Change
Create IPsec VPN for management	Create an IPsec VPN management network	Change
Create management account	Creating a new management account for operational management within the customer platform	Service Request
Change management account	Changing the characteristics of a management account for operational management within the customer platform	Service Request
Remove management account	Removal of a management account for operational management within the customer platform	Service Request
Change of management role	Adjusting group memberships of a management account for operational management within the customer platform	Change

Note:

1. Service Request is a Standard request via Equinix Service Tool.

2. Change means a user needs to be contacted to retrieve extra data.

See Maintenance and Support to learn about failure handling and related information.