Service Availability means the period for which the service is available and operable by the customer based on the specification, excluding scheduled maintenance events. Availability is calculated as follows,
Service Availability % = (SU – SD) x 100
______________
SU
Where:
SU = total number of minutes of service uptime excluding scheduled maintenance within the measurement period
SD = total number of minutes of service downtime excluding scheduled maintenance within the measurement period
The definitions of service availability are as follows where applicable to each product:
Operational: All service components are operating to specification. The overall service is categorised as ‘available’ for availability calculations.
Degraded Performance: One or more components of the service is experiencing problems that may lead to application usability issues such as messages queuing, high latency or other behaviours that impair the overall performance but do not prevent standard operations being performed. The overall service is categorised as ‘available’ for availability calculations.
Major Outage: The service is unavailable or inoperable with no workaround and standard functions cannot be performed. The service is categorised as ‘unavailable’ for availability calculations.
Partial Outage: One or more components of the service may be unavailable such as data feeds or integrations but the core operations can still be performed and workarounds provided where applicable. The overall service is categorised as ‘available’ for availability calculations.
Under Maintenance: The service is currently unavailable in order to perform a scheduled maintenance event. Scheduled maintenance events are excluded from service availability calculations.
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