维护和支持 - Equinix 数据平台

对失败的处理

故障的标准响应和解决时间是按优先级处理的。这显示在下面的表格中。

Priority	Response Time1	Resolution Time	Execution of Work	SLA2
P1	< 15 min	< 4 hours	24 x 7	95 %
P2	< 30 min	< 8 hours	Service Window	95 %
P3	< 60 min	< 24 hours	Service Window	95 %

笔记：

1 响应时间是从登记事件到联系Equinix Managed Solutions专家的时间。

2 SLA 适用于反应和解决时间。

所有事件均根据优先级进行处理。优先级是在故障被报告并由 Equinix 根据所提供的信息进行评估后确定的。下表描述了基于影响的事件的紧迫性。

Urgency	Impact	Description
High	Unforeseen unavailability of a service / environment delivered and managed by Equinix, in accordance with service description due to a disruption. The user cannot fulfill its obligations towards its users. The user suffers direct demonstrable damage due to the unavailability of this functionality.	The service must be restored immediately; the production environment(s) is/ are unavailable, with platform-wide disruptions.
Medium	The service does not offer full functionality or has partial functionality or a reduced performance, as a result of which the users are impacted. The user suffers direct demonstrable damage due to unavailability of the functionality. The service may be impacted due to limited availability of this functionality.	The service must be repaired the same working day; the management environment is not available.
Low	The service functions with limited availability for one or more users and there is a workaround in place.	The moment of repair of the service is determined in consultation with the reporting person.

笔记：

这种分类不适用于例如由用户特定的应用程序、用户的行动或依赖第三方而造成的中断。

计划内的维护每季度进行一次，作为指定维护窗口期间的标准操作。这些事件由 Equinix 变更管理部门宣布。

对于紧急维护，Equinix 保留偏离以下有关维护窗口的协议的权利。在上述情况下，可以立即安排紧急维护请求，之后将通知您何时进行维护。

标准的维护时间为工作日、周末和节假日的00.00-07.00；除了为托管备份和应用平台提供的08.00-18.00时间。

Equinix 管理服务的服务可用性和联系选项如下：