Essential, Elite, and Enterprise Tiers
Americaneagle Managed Cloud Services provides two types of managed service support:
- Managed Cloud Service Plans: 24/7/365 management of customer applications and workloads in Azure, AWS, and other environments. Note: Availability SLAs are determined by the cloud provider.
- Fully Managed Private Cloud Hosting: End-to-end hosting within AE’s Tier III data centers, where AE defines and enforces the infrastructure availability SLA.
Availability SLA
|
Tier |
Cloud Operations |
Fully Managed Hosting |
|---|---|---|
|
Essential |
Based on cloud provider SLA |
99.8% |
|
Elite |
Based on cloud provider SLA |
99.9% |
|
Enterprise |
Based on cloud provider SLA |
99.95% + hot failover options |
Response Time SLA (Incidents & Requests)
|
Tier |
Critical |
High |
Medium |
Low |
|---|---|---|---|---|
|
Essential |
1 hour (emergency), 4-hour standard |
8 hours |
1 business day |
2–3 business days |
|
Elite |
30 minutes (emergency), 2-hour standard |
4 hours |
Same-day |
1–2 business days |
|
Enterprise |
15 minutes, 24/7 live response |
2 hours |
4 hours |
Next business day |
Backup, Recovery & DR SLA
|
Tier |
Backup Frequency |
Recovery Testing |
Disaster Recovery |
|---|---|---|---|
|
Essential |
Daily |
Quarterly |
Cold standby |
|
Elite |
Daily + replication |
Monthly |
Warm standby |
|
Enterprise |
Hourly snapshots + offsite |
Monthly + simulated failovers |
Hot/Hot or warm with automated failover |
Support & Escalation Channels
|
Tier |
Support Hours |
Access Method |
Review Cadence |
|---|---|---|---|
|
Essential |
8×5 business hours |
Shared pool, ticket-based |
Quarterly |
|
Elite |
24x7x365 |
Named account manager, support group email |
Monthly |
|
Enterprise |
24x7x365 |
Dedicated engineer, integrated ticketing |
Weekly |
Change & Maintenance Windows
- Standard maintenance occurs during off-peak hours (1–5 AM CT)
- Emergency patching may occur outside these hours with minimal notice
- Clients are notified at least 48 hours in advance for planned downtime
Incident Severity Classification with Responsibilities
|
Severity |
Description |
Definition |
Client Responsibilities |
Provider Responsibilities |
|---|---|---|---|---|
|
SEV1 / P1 / Critical |
Multiple application site down incidents, Urgent |
Complete service outage or critical functionality broken. It affects multiple applications or critical business impacting event. Requires immediate attention. No work around. |
Report incident via designated emergency channel; provide 24/7 availability for troubleshooting. |
Acknowledge within SLA time (e.g., 15 min), engage senior engineers, provide hourly updates, escalate internally. |
|
SEV2 / P2 / High |
Single application site down |
Major outage or severely degraded service. A workaround may exist. |
Report promptly with detailed description; remain available during troubleshooting window. |
Begin triage within SLA window, implement workaround or corrective action, update customer regularly. |
|
SEV 3 / P3 / Medium |
Customer impacting incident or high-risk event |
Limited or non-critical impact to one or more applications. No immediate business disruption. |
Submit ticket with detailed reproduction steps; participate in scheduled review if needed. |
Triage and resolve per SLA; communicate fix plan and completion status. |
|
SEV4 / P4 / Low |
Informational |
No impact. Includes cosmetic issues, documentation errors, or general inquiries. |
Submit request via portal or email; prioritize if time-sensitive. |
Address during standard maintenance cycles; confirm resolution or provide documentation. |
Service Credit Policy for Availability SLA
Americaneagle.com is committed to providing a high availability hosting environment. As part of our SLA, we guarantee 99.8% uptime for Fully Managed Hosting services measured on a monthly calendar basis.
Service Credit Eligibility
If we fail to meet the 99.8% monthly uptime commitment, customers will be eligible to receive a service credit equal to 5% of the monthly recurring charge for the affected service for every 15 minutes (or portion thereof) of unplanned downtime beyond the SLA threshold.
Downtime Definition
Downtime is defined as any period during which the customer’s production environment is unavailable due to issues within Americaneagle.com’s control, excluding:
- Scheduled maintenance with advance notice
- Customer-requested service interruptions
- Force majeure events
- Issues caused by third-party providers outside Americaneagle.com’s responsibility
Service Credit Request Process
To receive a service credit, the customer must submit a written request to their Account Manager or Support contact within 30 days following the end of the calendar month in which the SLA breach occurred. The request must include:
- Date(s) and time(s) of the reported downtime
- A description of the service(s) affected
- Relevant incident/ticket numbers (if available)
Credit Limitations
- Credits will be applied to future service invoices only.
- The maximum credit in any given month shall not exceed 100% of the monthly recurring fee for the affected service.
- This SLA and credit policy does not apply to non-production or development environments unless specifically stated in the service contract.
Availability SLA & Service Credit Policy by Tier
Americaneagle.com guarantees high availability for Fully Managed Hosting services through tiered Service Level Agreements (SLAs). Service credits are available when uptime guarantees are not met, as outlined below:
|
Tier |
Guaranteed Availability |
Service Credit |
Maximum Monthly Credit |
|---|---|---|---|
|
Essential |
99.80% uptime per calendar month |
5% of the monthly recurring charge for the affected service per 15 minutes (or portion thereof) of unplanned downtime beyond the 99.80% threshold |
100% of the monthly recurring charge for the affected service |
|
Elite |
99.95% uptime per calendar month |
5% of the monthly recurring charge for every 10 minutes (or portion thereof) of unplanned downtime beyond the 99.95% threshold |
100% of the monthly recurring charge for the affected service |
|
Enterprise |
99.99% uptime per calendar month (with optional hot failover architecture) |
5% of the monthly recurring charge for every 5 minutes (or portion thereof) of unplanned downtime beyond the 99.99% threshold |
100% of the monthly recurring charge for the affected service |
Downtime & Exclusions
Downtime is defined as any period during which the production environment is unavailable due to issues within Americaneagle.com’s control. Exclusions include scheduled maintenance (with ≥48 hours notice), customer-requested outages, acts of God, disasters, or force majeure, and issues originating with third-party cloud providers (if applicable).
Requesting Credits
Customers must submit a written credit request within 30 days after the end of the month during which the SLA breach occurred. Requests must include the time and duration of the outage, services affected, and corresponding ticket numbers (if any).