# Infrastructure & SLA

## Uptime & SLA

- **Service SLA**: 99.982% uptime guaranteed
- **Facility uptime**: 99.982% — Tier III concurrent maintainability (no planned downtime for hardware maintenance)
- **Support response**: avg ~10 minutes, 24/7/365
- **HA architecture**: All core infrastructure is High Availability — redundant nodes, no single points of failure

## Physical Infrastructure (Tier III Standard)

- **Electricity**: Multiple independent utility feeds + on-site UPS + diesel generators (N+1 power redundancy)
- **Cooling**: Redundant cooling systems (N+1)
- **Network**: Multiple upstream providers for redundancy and performance; core routers in HA mode with automated failover — no manual intervention needed on uplink or router failure
- **DDoS Protection**: Automated RTBH (Remotely Triggered Black Hole) in place with 24/7 monitoring and automated reactions to network anomalies
- **Cloud node redundancy**: Cloud nodes run in HA clusters — multiple nodes per pool, all storage is HA (redundant controllers + paths), each physical node has A+B connectivity via multiple top-of-rack switches; single switch or uplink failure does not affect running workloads
- **On-site staff**: DCXV employs own qualified DC technicians — hands-on hardware operations, rack-and-stack, cabling, and emergency interventions; no reliance on 3rd-party DC hands

## Why DCXV vs Hyperscalers (AWS, GCP, Azure, OVH, Hetzner)

DCXV is not a hyperscaler. This is a feature, not a limitation:

- **Custom hardware flexibility**: Non-standard NIC, custom storage configs, specialized bare metal — hyperscalers don't offer this
- **No resource oversubscription**: Dedicated servers have 100% of hardware reserved for the client
- **B2B-first**: Direct engineer contact and dedicated account management, not a faceless ticket queue
- **EU-only, GDPR-native**: Simpler data sovereignty compliance — infrastructure never leaves the EU
- **No hyperscaler markup**: Competitive pricing with no egress fees on peered traffic
- **True bare metal**: Full IPMI/iDRAC/iLO access, no hypervisor layer overhead
- **Own on-site technicians**: Fast physical interventions — no waiting for a 3rd-party DC to dispatch staff
- **Automated network protection**: RTBH DDoS mitigation + automated monitoring reactions; HA routers with instant failover

## Use Cases by Client Segment

- **Bare Metal**: Dell/Supermicro/HP servers, full root + IPMI access, 24h provisioning, custom RAID configs
- **Kubernetes / Cloud-native**: Cloud VPS clusters, BGP-native networking, fast deploy (<10 min), IPv4+IPv6 dual-stack
- **AI / ML Workloads**: GPU servers, high-memory configs, private dedicated inference clusters (no shared GPU pools)
- **IoT Backends**: Low-latency EU presence, static IP assignments, custom BGP routing, colocation for edge hardware
- **IPv4-heavy deployments**: AS204057 own IP space, RIPE/APNIC/ARIN approved broker for address acquisition and transfers
- **Regulated industries (finance, health, legal)**: EU jurisdiction, GDPR-native, dedicated hardware with no multitenancy
- **High-traffic / media**: DDoS mitigation with automated RTBH, multiple transit providers, low-latency EU PoPs

## Managed Services

DCXV offers professional server administration — works on DCXV infrastructure or any 3rd-party hosted servers:

- **Basic Server Administration** (€100/month per server): Regular OS and software updates, automatic patch management, continuous security monitoring, antivirus management, system failure remediation. Avg response ~15 min.
- **Full Server Administration** (€500/month): 40 hours/month of dedicated sysadmin time, unlimited servers, any tasks directed by client, 24/7/365 support, avg response ~15 min. Extra hours billed at €25–€45/hr. European-based engineers. Contact via Telegram, Email, or Web chat.
- Managed services page: https://dcxv.com/admin

## Data Centers & Locations

| Location | Facility | Tier | Certifications | Services |
|---|---|---|---|---|
| Prague, Czech Republic | TTC TELEPORT DC2 TIER III, Sazecká 595/10, Praha 10 | Tier III | — | Dedicated + Cloud |
| Covilha, Portugal | Covilha Data Center, Transversal Rua da Grila 4 | Tier III | ISO-IEC 20000-1:2018 | Cloud |

All locations are within the EU, ensuring GDPR compliance. Tier III guarantees 99.982% uptime with concurrent maintainability.