Service Availability - 2015/16

Unplanned Downtime

Services Website

Top Priority Services

Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Total
mins
% Annual
Avalability
Central Wiki Service
Central Wiki Service
  06-Aug (5) Wiki restarted
  07-Aug (10) Wiki restart
  11-Aug (10) Wiki restart to fix issues with Team Calendar Plug
  12-Aug (20) Wiki restart
  14-Aug (15) Wiki restart
  18-Aug (30) Wiki restart
  31-Aug (15) Wiki Unavailable
  01-Sep (15) Wiki restart followed by 'At Risk' period
  02-Sep (10) Wiki restart
  07-Sep (10) Wiki restart
  09-Sep (10) Wiki restart
  10-Sep (15) Central Wiki service restart
  15-Sep (10) Wiki degraded service followed by restart
  28-Sep (15) Wiki Unavailable
  01-Oct (15) Wiki Unavailable
  07-Oct (10) Wiki service restart
  08-Oct (5) Wiki restarted to resolve issues with degraded ser
  08-Oct (20) Wiki Unavailable
  08-Oct (15) Wiki Unavailable
  15-Oct (20) Wiki restarted to restore normal service
  17-Nov (15) Wiki restart
  26-Nov (346) Major widespread network outage 26-27 Nov 2015
  30-Nov (15) Wiki Outage
  03-Dec (20) Wiki Unavailable
  03-Dec (15) Wiki unavailable
  14-Dec (15) Wiki Service Restart
  07-Jan (15) Wiki unavailable
  15-Jan (15) Wiki unavailable
  18-Jan (20) Wiki unavailable
  25-Feb (10) Wiki restarted to recover from poor performance
  29-Feb (15) Wiki Unavailable
  08-Mar (6) Wiki degraded service followed by restart
  29-Mar (15) Wiki restarted to recover from degraded service
  05-Apr (10) Wiki restarted to restore normal service
  22-Apr (15) Wiki restarted to restore normal service
  22-Apr (15) Wiki restarted to restore normal service
  22-Apr (25) Wiki restarted to restore normal service
  22-Apr (18) Wiki degraded service followed by restart
  04-May (14) Wiki degraded service followed by restart
  25-May (8) Wiki service restart
  30-May (15) Wiki restart to rebuild search index
  21-Jun (25) Wiki unavailable
  11-Jul (120) power outages

105 85 85 376 50 50 25 21 83 37 25 120 1062 99.82
Electronic Journals 240 0 0 346 0 0 0 0 0 0 130 0 716 99.88
EUCLID web 0 60 105 346 0 30 0 110 0 30 30 0 711 99.88
Kinetix (KX) 60 0 0 346 0 0 0 0 60 0 67 0 533 99.91
Learn 0 0 0 376 0 0 0 0 0 0 0 0 376 99.94
DiscoverEd 120 0 305 496 198 0 0 0 0 0 0 0 1119 99.81
Moodle 192 0 0 346 165 0 0 120 30 0 0 0 853 99.85
MyEd
MyEd
  20-Aug (45) MyEd Unavailable
  27-Aug (30) MyEd Unavailable
  26-Nov (346) Major widespread network outage 26-27 Nov 2015
  17-Dec (15) MyEd - Holding page test
  17-Dec (15) MyEd - Holding page test
  18-Dec (15) MyEd - Holding page test
  21-Dec (15) MyEd - Holding page test
  31-May (60) MyEd Unavailable
  11-Jul (120) power outages

75 0 0 346 60 0 0 0 0 60 0 120 661 99.89
Office365 0 0 0 346 177 0 0 0 0 0 0 0 523 99.91
Staffmail 0 0 0 346 0 0 0 0 0 0 0 0 346 99.94
University Website 0 0 0 346 0 0 0 0 0 56 0 0 402 99.93

Top Priority Infrastructure

Core Application Storage 0 0 0 0 0 0 0 0 0 0 0 120 120 99.98
Core Network 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
Authentication and Authorisation 0 0 0 346 0 0 0 0 0 0 0 0 346 99.94
Core Firewall 0 0 0 346 0 0 0 0 0 416 0 0 762 99.87
Load Balancers 0 0 0 346 0 0 0 0 0 0 0 0 346 99.94
Mail Relay 0 0 0 346 0 0 0 0 0 0 0 0 346 99.94
Virtual Hosting 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00

Medium Priority

E-Financials 0 0 0 346 0 0 90 0 0 0 0 120 556 99.91
EBIS
EBIS
  27-Oct (10) EBIS Online unavailable
  26-Nov (346) Major widespread network outage 26-27 Nov 2015
  21-Apr (20) EBIS Online unavailable
  06-Jul (130) Ebis Online unavailable
  11-Jul (120) power outages

0 0 10 346 0 0 0 0 20 0 0 250 626 99.89
EdWeb 25 240 0 346 0 0 0 0 0 0 0 1030 1641 99.72
eRecruitment 0 0 0 346 0 0 0 0 60 0 0 0 406 99.93
Event Booking 5 0 0 3766 0 0 0 15 0 0 0 45 3831 99.35
Hosted Websites 0 0 0 346 450 0 0 0 0 0 0 0 796 99.86
HR/Payroll 0 15 0 346 0 0 0 0 0 360 0 15 736 99.87
ID Management 0 13 0 346 0 0 0 0 0 0 0 0 359 99.94
Lecture Recording 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
User File Store 20 0 208 346 180 0 0 0 15 0 4 915 1688 99.71
PURE 0 0 0 346 0 0 0 0 0 0 0 0 346 99.94
Reporting + Analytics (BI Suite) 0 0 15 346 0 0 30 0 50 30 480 2 953 99.84
Timetabling 0 205 0 1786 0 3269 180 0 115 0 0 0 5555 99.05
UniDesk 255 15 10 346 15 0 0 15 20 0 0 0 676 99.88
WebCentral
WebCentral
  28-Sep (15) Web Central Unavailable
  01-Oct (15) Web Central Unavailable
  14-Oct (15) Web Central Unavailable
  14-Oct (30) Web Central Unavailable
  27-Oct (15) Web Central Unavailable

0 15 75 0 0 0 0 0 0 0 0 0 90 99.98
Worktribe 0 0 0 0 177 0 0 0 0 86 7 0 270 99.95

Outage type Definition
Unplanned Outage related to unforseen events or events happening in the next 48hrs. Events happening in the next 48 hours are not categorised as Planned as they are too short notice to users. The percentage unplanned is calculated as the total Unplanned outage time since start of academic year in percentage to total days of year.
Planned Events where dates have been agreed in advance - in minimum 48 hours but by default two weeks notice. The percentage unplanned is calculated as the total Planned outage time since start of academic year in percentage to total days of year.

Priority Definition Unplanned availability targets
Top Priority Services Services core to the University's business. Without these services the University's core business will no longer operate. Generally these services have outward facing characteristics and are typically used by our researchers and learners rather than for the administration of the University. Target: 99.9%. Colour coding used:
% 99.9% up to 100% availability or up to 8.5 hours downtime in a year
% between 99.5% and 99.89% or between 8.5 and 44 hours downtime in a year
% below 99.5 or above 44 hours downtime a year
Top Priority Infrastructure Infrastructure which is core to the delivery of the Top Priority Services and therefore in itself become Top Priority.
Medium Priority Services Services essential to the University's day to day operation. Without these services the University's business will no longer operate, but the University would not come to a stand still immediately and the University is able to operate without theseb services for sevarl days. Generally these services are more internal administrative services than outward facing. Target: 99.5%. Colour coding used:
% 99.5% up to 100% availability or up to 44 hours downtime in a year
% between 99.0% and 99.49% or between 44 hours and 88 hours downtime in a year
% below 99.0 or above 88 hours downtime a year

 

Services Cause Details
March 2016
Wiki Application 21 minutes. 2 instances of degraded service. Resolved with a restart, we will not investigate further.
EUCLID Application 110 minutes. 2 instances of loss of service, one post patching and the other due loss of the database. Resolved with restarts, we will not investigate further.
Moodle Application 120 minutes. 1 instances of loss of service, an issue with automated authentication patching. Resolved with a restart, we will not investigate further.
Event Booking Application 15 minutes. 1 instances of loss of service, outage as a knock-on from work on HR patching. Resolved when the HR database was made available, we will not investigate further.
Network Shared Drives Network 30 minutes. 1 instance of a widespread network outage during network maintenance.
Polopoly Application 35 minutes. 2 instances of loss of service during restarts to address poor performance. Resolved with a restart, we will not investigate further.
Unidesk Application 15 minutes. 1 instances of loss of service during a restart to change logging level.
February 2016
Wiki Application 10 minutes. 1 instance of degraded service. Resolved with a restart, we will not investigate further.
E-Financials Agreed at short notice. 90 minutes. 1 incident of application patching, system unavailable during patching.
BI Suite Application 30 minutes. 1 incident of restart to release user sessions.
Timetabling Application 180 minutes. 2 incidents where applications were unavailable.
January 2016
Wiki Application 50 minutes. 3 instance of degraded service. Resolved with a restart, we will not investigate further.
EUCLID Web Agreed at short notice. 30 minutes. 1 restart to enable a configuration change.
Timetabling Application 3269 minutes. 4 instances where applications were unavailable. Resolved with a restart, we will not investigate further.
December 2015
Wiki Application 50 minutes. 3 instance of degraded service. Resolved with a restart, we will not investigate further.
ALMA Library System & DiscoverEd Agreed at short notice. 1560 minutes. System unavailable during patching, agreed at short notice.
Moodle Application 150 minutes. 1 instance of a loss of service, cause not determined.
Moodle Application 15 minutes. Restart to enable logging.
MyEd Agreed at short notice. 60 minutes. 4 holding page tests.
Hosted Websites Application 450 minutes. 1 instance where Linux hosted web services were not available, cause not determined.
CSCE Datastore Unavailable Network 180 minutes. 1 instance where users of CSCE are unable to access the college datastore.
Unidesk Application 15 minutes. Pre-emptive restart.
November 2015
Central Wiki Service Network 346 minutes. 1 instance of a widespread network outage.
Central Wiki Service Application 30 minutes. 2 instances of the wiki being unavailable.
Electronic Journals Network 346 minutes. 1 instance of a widespread network outage.
Electronic Journals Application 346 minutes. 1 instance where DiscoverEd was down.
EUCLID Web Network 346 minutes. 1 instance of a widespread network outage.
Kinetics (KX) Network 346 minutes. 1 instance of a widespread network outage.
Learn Network 346 minutes. 1 instance of a widespread network outage.
DiscoverEd Network 346 minutes. 1 instance of a widespread network outage.
Moodle Network 346 minutes. 1 instance of a widespread network outage.
MyEd Network 346 minutes. 1 instance of a widespread network outage.
Office365 Network 346 minutes. 1 instance of a widespread network outage.
Staffmail Network 346 minutes. 1 instance of a widespread network outage.
University Website Network 346 minutes. 1 instance of a widespread network outage.
E-Financials Network 346 minutes. 1 instance of a widespread network outage.
EBIS Network 346 minutes. 1 instance of a widespread network outage.
EdWeb Network 346 minutes. 1 instance of a widespread network outage.
eRecruitment Network 346 minutes. 1 instance of a widespread network outage.
Event Booking Network 346 minutes. 1 instance of a widespread network outage.
Event Booking Application 3420 minutes. 1 instance where on-line print credit and Events Booking was not available.
Hosted Websites Network 346 minutes. 1 instance of a widespread network outage.
HR/Payroll Network 346 minutes. 1 instance of a widespread network outage.
ID Management Network 346 minutes. 1 instance of a widespread network outage.
Network Shared Drives Network 346 minutes. 1 instance of a widespread network outage.
Polopoly (publishing) Network 346 minutes. 1 instance of a widespread network outage.
PURE Network 346 minutes. 1 instance of a widespread network outage.
BI Suite Network 346 minutes. 1 instance of a widespread network outage.
Timetabling Network 346 minutes. 1 instance of a widespread network outage.
Timetabling Network 1440 minutes. 1 instance where Timetabling applications were not available. The shibboleth service to Central Auth is the cause of the issue, this will not be investigated further.
Unidesk Network 346 minutes. 1 instance of a widespread network outage.
October 2015
Central Wiki Service Application 85 minutes. 6 instances where the wiki was restarted due to degraded performance.
Electronic Journals Application 200 minutes. 1 instance where DiscoverEd was down.
EUCLID Web Application 105 minutes. 1 instance of a break in service, the second challenge installation was rolled back.
DiscoverEd Application 1175 minutes. 3 instances where there has been issues with availability and search functionality.
EBIS On-line Application 10 minutes. 1 instance where EBIS on-line was not available, resolved with a CF restart. This will not be investigated further.
Network Shared Drives Network 223 minutes. 2 instances where the SG Datastore was not available and once instance where the network switches required a restart.
BI Suite Application 15 minutes. 1 instance of an outage during the second challenge implementation.
Unidesk Application 10 minutes. 1 instance of an outage, application restart to resolve a performance issue.
September 2015
Central Wiki Service Application 85 minutes. 6 instances where the wiki was restarted due to degraded performance.
EUCLID Web Application 60 minutes. 1 instance of a break in service, cause unclear - believed to be related to Load Balancer work.
EdWeb Application 240 minutes. 1 instance of loss of service following content migration to EdWeb. This will not be investigated further.
HR/Payroll Application 15 minutes. 1 instance of loss of service following application restart.
ID Management Application 13 minutes. 1 instance of loss of service.
Unidesk Application 10 minutes. 1 instance of an outage, restart following a drop in performance.
August 2015
Central Wiki Service Application 105 minutes. 6 instances where the wiki was restarted due to degraded performance.
Electronic Journals Application 240 minutes. 1 instance of loss of service, authentication related (Shibboleth IdP).
Kinetix KX Application 60 minutes. 2 instances of loss of service following application patching.
DiscoverEd Application 120 minutes. 1 instance of loss of service, authentication related (Shibboleth IdP).
Moodle Application 192 minutes. 2 instances of a loss of service, authentication related (Shibboleth IdP) and login related.
MyEd Application 75 minutes. 2 instances of a loss of service.
EdWeb Application 25 minutes. 1 instance of loss of service following content migration to EdWeb. This will not be investigated further.
Event Bookings Application 5 minutes. 1 instance of loss of Event Booking UI.
Network Shared Drives Network 20 minutes. 1 instance where shared and home drives were not accessible.
Unidesk Application 255 minutes. 2 instance of an outage, restart following a drop in performance.