99.9% Availability
Infrastructure availability target.
SERVICE LEVEL AGREEMENT
Our commitment
to your infrastructure.
EWADC delivers reliable infrastructure backed by clear SLA commitments, 24/7 monitoring and a dedicated infrastructure support team.
24/7 Monitoring
Core systems monitored continuously.
Incident Response
Priority-based operational handling.
DIRECT SUPPORT
Our own
ticket system.
All support requests go directly to our infrastructure team through the EWADC Client Console. Priority-based handling keeps critical issues routed to the right engineers.
Open Support Console →
TICKET OVERVIEW
SYSTEM OPERATIONAL
1
HIGH PRIORITY
Requires immediate attention
0
MEDIUM PRIORITY
In progress
2
NORMAL PRIORITY
Queued
AVERAGE RESPONSE TIME
~21 min.
Average first response*
SUPPORT AVAILABILITY
24 / 7
Infrastructure support
*Typical average. Response times may vary by ticket priority and service.
SERVICE COVERAGE
Covered services
NetworkInfrastructure SLA
ComputePlatform SLA
StorageStorage SLA
Managed KubernetesPlatform SLA
Data ProtectionService SLA
INCIDENT PROCESS
How we handle incidents
Detection
Issue detected by monitoring or reported by you.
Analysis
Our team validates the issue and assigns priority.
Resolution
Engineering works to restore service and keep you updated.
Follow-up
Material incidents may be reviewed after service restoration.
✓
Full SLA terms, exclusions and service credits are defined in the applicable customer agreement. The signed agreement takes precedence over this website summary.