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Service Level Agreement

Uptime commitments for infrastructure you depend on.

EGLEA designs its hosting platform with multiple layers of redundancy, monitoring, routing intelligence, and operational controls to help keep customer services available, stable, and ready for production workloads.

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100% Host node uptime target
100% Network uptime target
24/7 Support desk access
BGP Intelligent routing
100% Redundant Design BGP Routing Support Desk
Host Node Monitoring
Proactive hardware and compute-layer checks Active
Network Availability
Redundant architecture with intelligent routing Online
Support Workflow
Technical advisors available through support desk 24/7
Host Stability Infrastructure designed around reliable compute availability.
Network Uptime Redundant architecture and intelligent routing paths.
Active Monitoring Proactive detection to reduce business impact.
Support Access Friendly technical advisors through support desk.
Uptime Guarantees

Clear service commitments for critical infrastructure.

EGLEA’s uptime commitments focus on the core infrastructure layers that keep compute and network services reachable.

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Host Node Uptime

100% target

The hardware platform hosting compute instances is designed with stability as a primary goal. EGLEA uses active monitoring to proactively detect host node problems and take preventative measures to reduce impact on customer environments.

  • Compute platform designed for stability
  • Active monitoring for early issue detection
  • Preventative measures to reduce infrastructure impact

Network Uptime

100% target

EGLEA uses a redundant network architecture and intelligent BGP routing to route around disruptive network activity where possible and maintain high-performance connectivity across supported datacenter locations.

  • Redundant network architecture
  • Intelligent BGP routing
  • Connectivity focus across worldwide datacenter locations
Reliability Framework

How EGLEA protects service availability.

Availability is not a single feature. It depends on careful infrastructure design, monitoring, network redundancy, security controls, and fast operational response.

Redundant Architecture

Infrastructure layers are designed to reduce single points of failure wherever practical.

Active Monitoring

Monitoring helps identify infrastructure issues early and supports faster operational response.

BGP Routing

Network routing is designed to route around disruptive activity where technically possible.

Operational Control

Support workflows and facility processes help keep infrastructure organized and accountable.

SLA Scope

What the uptime commitment is designed to cover.

This page summarizes core uptime expectations. Final eligibility, review, and remedies are subject to the active service terms, product type, billing status, and support review.

Area Covered Focus Customer Responsibility Review Path
Host Node Infrastructure availability of the compute host supporting customer services. Maintain valid service, backups, operating system security, and application configuration. Open a support ticket with the affected service and event time.
Network EGLEA network availability and routing inside supported infrastructure locations. Confirm local device, DNS, firewall, route, and application configuration are not the cause. Provide trace, monitoring evidence, and incident timeline through support desk.
Support Support desk access for technical questions and infrastructure assistance. Submit clear details, account information, service ID, and troubleshooting evidence. Support team reviews, investigates, and responds through ticket updates.
Maintenance Planned maintenance and infrastructure improvement work announced when applicable. Review service notices and plan application-level redundancy for critical systems. Check announcements or contact support for clarification.

Covered Review Areas

EGLEA reviews verified infrastructure events that affect the availability of covered services and fall within EGLEA-managed infrastructure layers.

  • Verified host node availability incidents
  • EGLEA network reachability incidents
  • Infrastructure-layer interruptions within supported locations
  • Support-desk documented incident timelines

Common Exclusions

Some issues may fall outside SLA coverage because they are not caused by EGLEA-managed infrastructure or are outside direct operational control.

  • Customer application, code, operating system, firewall, DNS, or configuration issues
  • Abuse suspension, unpaid service, policy violation, or customer-requested changes
  • Planned maintenance, emergency security actions, or third-party outages outside EGLEA control
  • Force majeure events or incidents caused by customer equipment in colocation environments
SLA Request Process

How to request an uptime review.

For the fastest review, include the affected service, event timeline, monitoring screenshots, traceroutes, and any troubleshooting steps already completed.

Open a Ticket

Submit a support ticket from your client area and identify the affected service clearly.

Share Evidence

Include event start/end time, monitoring results, traces, screenshots, and steps already tested.

Technical Review

EGLEA reviews logs, network conditions, infrastructure data, and service-level details.

Resolution Update

Support provides findings, remediation details where applicable, and any eligible next steps.

FAQ

SLA questions before you deploy.

These answers summarize common SLA topics. Your service terms and support review determine final eligibility.

It refers to the availability target for the infrastructure host node layer supporting compute services. Customer operating systems, applications, firewall rules, DNS, and software-level problems are normally reviewed separately.

It refers to the availability target for EGLEA-managed network infrastructure. EGLEA uses redundant architecture and intelligent BGP routing to help maintain connectivity across supported locations.

Open a support ticket from the client area and include the affected service, incident timeline, monitoring evidence, traceroutes if relevant, and troubleshooting steps already completed.

Application code, operating system misconfiguration, firewall rules, DNS, customer scripts, and other customer-controlled software issues are generally not covered under infrastructure uptime guarantees.

Planned maintenance and emergency security actions may be excluded from SLA calculations depending on the service terms and the nature of the event.
Need help with an active service?

Contact EGLEA support for service questions, uptime review, or infrastructure guidance.

Our technical advisors are available through the support desk to review service events, answer questions, and guide you through the right next step.

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