# Service Levels – EBC Flex

## Availability[​](#availability "Direct link to Availability")

The availability levels of the service are shown in the table below.

| Availability Level               | EBC Variant | Availability (%) | Implementation           | RPO         | RTO      |
| -------------------------------- | ----------- | ---------------- | ------------------------ | ----------- | -------- |
| Standard (with Managed Backup)   | Flex, ST    | 99.95%           | Within 1 data center     | 4–24 hours¹ | 8 hours² |
| Standard (with EBC Availability) | Flex, ST    | 99.95%           | In multiple data centers | 1–12 hours  | 30 min   |
| Premium                          | ST          | 99.99%           | In multiple data centers | 0 min       | 30 min   |

**Notes:**

¹ Default is 24 hours.

² The time depends on the amount of data.

### Service Requests[​](#service-requests "Direct link to Service Requests")

You can request the following standard changes through the service portal as a service request.

| Request Name                           | Description                                                                                              | Included/Additional¹ |
| -------------------------------------- | -------------------------------------------------------------------------------------------------------- | -------------------- |
| Expand storage within existing Tier    | Increasing the quota of a storage tier.                                                                  | Included             |
| Expand compute capacity                | Expanding the Decreasing Units (vCPU + vRAM) of a VDC in Shared EBC.                                     | Included             |
| Add a single public IPv4 address       | Adding a single Public IPv4 address to the VDC Edge (max. 15 addresses).                                 | Additional           |
| Add single Public IPv4 block           | Adding one Public IPv4 address block to the EBC customer platform (max. one /27 block per three months). | Additional           |
| Add external network                   | Adding an external network to a VDC.                                                                     | Additional           |
| Expand the number of internal networks | Increase the number of available networks within a VDC (five networks per application).                  | Included             |
| Add/remove Edge                        | Adding a new edge in a VDC.                                                                              | Included             |
| Change size of Edge                    | Changing the size of an edge in a VDC.                                                                   | Included             |
| New VDC                                | Adding an extra VDC.                                                                                     | Included             |
| Terminate VDC                          | Deleting a customer VDC (customer must have deleted the data).                                           | Included             |
| Change external access VCD API         | Changing the access to the VCD API.                                                                      | Additional           |

**Note:**

¹ **Included** means the request is part of the service and has no additional implementation cost. **Additional** means the service request has an additional cost, and its execution requires approval in the service portal.

You can request all changes not listed in the table above by selecting **change** at the service request module. Equinix will perform an impact analysis to determine whether the change can be implemented and to determine the associated costs and lead time.

See [Maintenance and Support](https://docs.equinix.com/managed-solutions/regional/netherlands/ebc-support.md) to learn about failure handling and related information.