Service Level Agreements
EC commits to 99.5% availability of the PKI-as-a-Service platform per month, excluding planned maintenance. At 99.5%, the maximum unplanned downtime is about 3 hours 36 minutes in a 30-day month, or about 43 hours 48 minutes over a year. Planned maintenance is announced in advance to the customer's named contacts, so that changes can be scheduled outside business-critical periods.
CRLs and CA certificates are hosted on geo-redundant Azure Blob Storage, so revocation information stays available even if one Azure region has an outage. EC publishes each Issuing CA CRL before the current CRL expires, according to the agreed schedule, and monitors every publication and upload. Because certificate validation depends on current CRLs, CRL publication is treated as the highest-priority operational task.
Support response targets
Support requests are prioritised by business impact. The initial response time is measured from the moment the request is logged with EC Support.
| Priority | Example | Initial response |
|---|---|---|
| P1 – Critical | Certificates cannot be issued or validated; CRL expired | 1 hour |
| P2 – High | A major function is degraded; workaround available | 4 hours |
| P3 – Medium | A single user or feature affected | 1 day |
| P4 – Low | Question or change request | 2 days |
How availability is measured
- In scope: Issuing CA certificate issuance, the Self-Service Portal and API, and CDP/AIA (CRL and CA certificate) availability.
- Excluded: planned maintenance announced in advance, customer-side components (CEP, Enrollment Gateway, NDES, DNS), and events outside EC's reasonable control.
- Reporting: availability is reviewed with the customer in regular service reviews.