DAS LRS Monthly Service Report Customer Service Manager : Diploma Aggregation Service : Daniel Ward Project/document reference : DAS LRS 2010-12 Issue : 1.0 Issue date : 17 th January 2011 Reporting Period : 1 31 December 2010 Status : Definitive Distribution Skills Funding Agency Daniel Ward Dipika Mistry DAS Daniel Lawrence Ian Fawcett Simon Blamire Prepared by :... Service Management Team Date: Approved (Agency) :... Daniel Ward Date: page 1 of 8
Amendment history Date Issue Status Author 17 th January 2011 1.0 Definitive Service Team page 2 of 8
Table of Contents 1 Management Summary... 4 2 SLA Status and Exceptions... 5 3 Service Level Trends... 7 4 Service Level Report... 8 page 3 of 8
1 MANAGEMENT SUMMARY There were two unplanned outages of the LRS in December. There were three SLA1 incidents in the month of December. Please see Section 4 for full details of all the Major Incidents. Verify Learner calls from DAS Awarding Organisations have dropped, due primarily to the adverse weather and the Christmas break. There were just over 1.1 million Verify transactions run over the course of the month. Overall LRS Call volumes remain very high, for the time of year, as centres seek ULNs for the new academic year. page 4 of 8
2 SLA STATUS AND EXCEPTIONS The following table contains all service levels for December 2010 together with applicable service credits. It should be noted that when a percentage or time measure is zero, then although theoretically passed, no credit points have been allocated. System Availability figures are calculated as follows: Uptime for Month in Minutes / Maximum Uptime for Month in Minutes * 100 Service Levels Failed Service levels as follows: SL1.4 Availability was recorded at 97.76% for December against a measure of 99.5%. This was due to the two major incidents which resulted in Portal unavailability. SL1.6 Failed due to the non invocation of the DR system for two major incidents that took more than 4 hours to resolve against a target of zero. SL3.9 Failed due to the average time to resolve SLA1 incidents. The target of 4 hours was exceeded by nearly 4.5 hours Level Description No Total Outage SLA Target SLA % Status Service Credit SL 1.1 Helpdesk Availability 17280 17280 99.50% 100.00% Passed 0.5 SL 1.2 SL 1.3 Helpdesk Non availability incidents Major incidents, help desk unavailable (> 4 hours but not DR invocation) 0 3 Passed 0.4 0 0 0 100.00% N/A 0 SL 1.4 Systems Availability 43638 44640 99.50% 97.76% Failed -4 SL 1.5 System Non availability incidents in month (any duration) SL 1.6 Major incidents, MIAP System Outages (> 4 hours but not DR invocation) SL 3.1 Percentage of category 1 within 1 support hour in 2 3 Passed 0.2 2 0 0 Failed -1 3 3 90% 100.00% Passed 0.5 page 5 of 8
SL 3.2 Percentage of category 1 within 2 support hours in SL 3.3 Percentage of category 2 within 3 support hours in SL 3.4 Percentage of category 2 within 6 support hours in SL 3.5 Percentage of category 3 within 8 support hours in SL 3.6 Percentage of category 3 within 12 support hours in SL 3.7 Percentage of category 4 within 36 support hours in SL 3.8 Percentage of category 4 within 60 support hours in SL 3.9 Ave Time taken to rectify each category 1 fault 3 3 100% 100.00% N/A 1 1 90% 100.00% Passed 0.5 1 1 100% 100.00% N/A 1400 1416 90% 98.87% Passed N/A 1416 1416 100% 100.00% Passed N/A 1211 1213 90% 99.84% Passed N/A 1213 1213 100% 100.00% Passed N/A 513 0 240 mins Failed -0.2 SL 3.10 SL 4 Ave Time taken to rectify each category 2 fault Failure to meet any DR invocation targets 660 720 720 mins Passed 0.1 0 0 0 N/A 0 page 6 of 8
3 SERVICE LEVEL TRENDS The following information shows the trend of achievement against the published SLA s. Please see section 2 for detailed information. Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec SL1.1 0.5 0.5 0.5 0.5 0.5 0.5 0.5 0.5 0.5 0.5 0.5 0.5 0.5 SL1.2 0.4 0.4 0.4 0.4 0.4 0.4 0.4 0.4 0.4 0.4 0.4 0.4 0.4 SL1.3 0 0 0 0 0 0 0 0 0 0 0 0 0 SL1.4-0.5 0.5 0.5 0.5 0.5-2 -1-1 0.5 0.5-3.5 0.5-4 SL1.5 0.3 0.4 0.4 0.4 0.4 0.3 0.3 0.3 0.4 0.4 0.3 0.4 0.2 SL1.6-0.5 0 0 0 0-0.5-0.5-0.5 0.1 0-0.5 0-1 SL3.1 0.5 0 0 0 0 0.5 0.5 0.5 0 0 0.5 0 0.5 SL3.2 0 0 0 0 0 0 0 0 0 0 0 0 0 SL3.3 0.5 0 0 0 0.5 0.5 0.5 0.5 0.5 0.5 0.5 0.5 0.5 SL3.4 0 0 0 0 0 0 0 0 0 0 0 0 0 SL3.5 0 0 0 0 0 0 0 0 0 0 0 0 0 SL3.6 0 0 0 0 0 0 0 0 0 0 0 0 0 SL3.7 0 0 0 0 0 0 0 0 0 0 0 0 0 SL3.8 0 0 0 0 0 0 0 0 0 0 0 0 0 SL3.9-0.1 0 0 0 0-0.05-0.1-0.1 0 0-0.1 0-0.2 SL3.10 0.1 0 0 0 0.05 0.1-0.1 0.1 0.1-0.1-0.1 0.1 0.1 SL4 0 0 0 0 0 0 0 0 0 0-0.5 0 0 Total 0.05 1.1 4.5 4.3 4.95 2.25 3 3.1 2.5 2.2-2.5 2.4-3 Grand Total 8.1 9.2 13.7 4.3 9.25 11.5 15 17.6 20 2.2-0.3 2.1-0.9 page 7 of 8
4 SERVICE LEVEL REPORT Service Level Failures The Learning Records Service incurred 3 P1 incidents in the month of December. 2 of the P1 incidents relate to testing of Disaster Recovery (DR). 1 P1 incident from this cluster of activity impacted on the availability of the service as there was a knock on impact in the Production Environment. One SLA1 failure; LRS Portal Unavailable On the 2 nd December the LRS Organisation portal was unavailable for 5 hours and 18 minutes but web services were operational. The portal stalled which then required all processes to be cleared and the system to be re-started. Further route cause analysis is taking place under Problem Management. Two SLA1 failure; LRS Portal Unavailable On the 13 th December the LRS Organisation Portal and web services failed. The work that took place in DR impacted on the production environment causing the outage to take place. The service was unavailable for 15 hours and 42 minutes. Three SLA1 failure; DR Portal unavailable On the 14 th December the DR portal was unavailable for 12 hours. There was no impact to users of the LRS production environment. This incident occurred as we are rigorously testing DR. page 8 of 8