EDP Service Levels
Managed Storage
Availability
Managed Storage has a service availability depending on the variant and type.
| Variant | Type | Availability (%) |
|---|---|---|
| Object | Performance Dev-Test | 99.95 % |
| Performance Standard | 99.99 % | |
| Performance Multi site | 99.995 % | |
| File | Standard | 99.99 % |
| RPO=0 | 99.995 % | |
| Block | 99.99 % |
Service Requests
The following standard changes can be requested through the service portal as a service request.
| Request Name | Description | Included/Additional 1 |
|---|---|---|
| Change allow list for Object storage | Add or Delete an IP-address to the Object storage allow list | Included |
| Increase quota for Object storage | Increase the quota for Object storage Performance | Included |
| Create file share for File storage | Creating a new file share within a tier for File storage | Included |
| Delete file share for File storage | Deleting an existing File share for File storage | Included |
| Storage-tier-migration for File storage | Migrating an existing File share to another tier for File storage | Additional |
| Create file share for File storage RPO=0 | Creating a new file share within a tier for File Storage RPO=0 | Included |
| Delete file share for File storage RPO=0 | Deleting an existing File share for File storage RPO=0 | Included |
| Storage-tier-migration for File storage RPO=0 | Migrating an existing File share to another tier at File storage RPO=0 | Additional |
| Create storage volume for Block storage | Creating a new storage volume within a tier for Block storage | Included |
| Delete storage volume for Block storage | Deleting an existing storage volume for Block storage | Included |
| Storage-tier-migration for Block storage | Migrating an existing storage volume to another tier for Block storage | Additional |
(¹) Included means the request is part of the service and has no additional implementation cost. Additional means the service request has additional cost and its execution requires an approval in the service portal.
All changes not listed in the table above can be requested by the customer 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 associated costs and lead time.
Maintenance
Scheduled maintenance takes place once a quarter as a standard operation during the specified maintenance window. These events are announced by Equinix change management.
For emergency maintenance, Equinix reserves the right to deviate from the maintenance schedule below for emergency maintenance due to an unforeseen situation that may seriously affect the delivery, stability, or security of the service (such as a security threat with a large impact). In such a situation, an emergency maintenance can be scheduled immediately, after which you will be informed when the maintenance will take place.
The standard windows of maintenance are –
- Business days: 19.00 - 07.00 hours
- Weekends and holidays: 19.00 - 07.00 hours
See Maintenance and Support – Equinix Data Platform to learn about failure handling and related information.
Backup and Restore
The Equinix Back-up and Restore service is provided at one service level.
Availability
| Availability Level | Availability (%) | Implementation |
|---|---|---|
| Standard | 99.9 % | Within 1 data center |
Service Requests
The following standard changes can be requested through the service portal as a service request.
| Request Name | Description | Included/Additional 1 |
|---|---|---|
| Disk Restore | Restore a virtual disk | Additional |
| VM Restore | Restore the VMs | Additional |
| Adjust back-up scheme | Change the VM back-up schedule | Additional |
| Adjust NAS back-up scheme | Change the NAS back-up schedule | Additional |
| Restore a File share | Restore of a full file share | Additional |
Included means the request is part of the service and has no additional implementation cost. Additional means the service request has additional cost and its execution requires an approval in the service portal.
All changes not listed in the table above can be requested by the customer 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 associated costs and lead time.
Response and Resolution Times
| Priority | Response Time1 | Resolution Time | Execution of Work | SLA2 |
|---|---|---|---|---|
| P1 | < 15 min | < 8 hours | 24/7 | 95% |
| P2 | < 30 min | < 16 hours | Service window | 95% |
| P3 | < 60 min | < 48 hours | Service window | 95% |
Note:
(¹) Time between registering the incident and contacting an Equinix Managed Service specialist.
(²) SLA refers to the reaction and resolution time.
Maintenance
The standard windows of maintenance are from 08.00–18.00 hours on business days, weekends, and holidays.
Maintenance planned and announced in advance by Equinix does not count towards the accessibility of the service.
To view our incident priority matrix, and learn more about our impact and urgency assessment when handling failures, refer to Maintenance and Support – Equinix Data Platform.