In the event that one or more of these critical services are interrupted or unavailable, customers will be notified in the following ways:
Service Availability – All outages and major disruptions (P0 and P1 incidents) to our Critical Services are reflected on the chart below. The percentages shown reflect the percentage of time the service was available for use during the given month.
|P0||High Business Impact – Outage appears to affect multiple schools or departments, issue impacting 100 or more users. (Resolution target = 2 hours)|
|P1||Moderate-High Business Impact – An incident that affects 50 or more users. Issue may impact daily operational activities or a loss of data is a risk. (Resolution target = 4 hours)|
The ITS goal for Service Availability based on P0 and P1 incidents is 99.95%(Click chart for larger view)