Service-Level Objectives of Network Edge Incident Management
Equinix applies the following Service-Level Objectives (SLOs) of the Incident Management in Network Edge.
| 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 Service restoration: 48 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.