Availability and service reports
How much of the time a service was there when it should have been, what the suppliers behind it promise, and one report per account for service reviews.
Availability
An SLA can promise a monthly availability, like 99.5%, for the services it covers. Set it on the SLA under Customer Service → Settings → Service levels; an account's own SLA can have its own figure. A service gets its target from its own SLA (on its page, under Service level); for an account, its SLA's target comes first.
Each month is measured in the service's service hours (around the clock without any):
| Counts as | |
|---|---|
| A P1 incident on the service, from when it began to when it was resolved | Down |
| The service set to Outage by hand, until it was set back | Down |
| A P2, P3 or P4 incident | Up: degraded is still available |
| A planned change carried out inside the service's maintenance windows (and, for an account, its agreed windows) | Left out: neither up nor down |
| A planned change outside the windows, or an emergency change | Not left out: any downtime then counts |
Availability is the time up out of the service hours that are left, rounded down to two decimals. A month without service hours has no figure.
A service's Availability tab shows the last six months against its target, with the incidents and changes counted. Availability on the Services dashboard shows every live service for a month, and which missed their target.
Supplier contracts
A supplier's contracts (underpinning contracts) say what it promises for the services it is behind: their reference and dates, which services they cover (all the supplier's by default), the supplier's support hours, an availability figure, and response and resolution per priority. Add them on Suppliers with Add contract.
Where a contract's resolution is longer than the SLA of a service it covers, the contract shows a warning: your promise rests on one that is weaker. A service's page lists the contracts that cover it, under Suppliers and audit, and the register's export includes them. Contracts are for the record and for auditors; cases aren't measured against them.
The customer service report
On an account's page, Service report next to Services opens its report for a month or more:
- the SLAs its cases were measured under (with their versions), first response and resolution met, and each breach with its reason;
- the availability of each service it uses, against its target;
- the incidents on those services, and the changes carried out on them, with whether each kept to the account's agreed maintenance windows.
PDF downloads it for the service review. Like every export, it is kept with who made it, when, and its checksum. You see the cases, incidents and changes you may see; the report says so by leaving the others out.