Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes. However, some providers can complete ALS 100% by providing an automated response to an incident report. Customers should clearly define ALS so that they represent the intent of the level of service. Uptime essentially comes back to buy a high level of security devices, not going to sink into unfavorable moments. Given the above, does the company concerned really need five new ones available and therefore a somewhat extreme cost? We talked generally about operating and downtime and ALS. But each IT infrastructure is different, and the service requirements vary according to business needs. It is true that the move to the cloud has made people think about the availability of services or applications rather than the availability of the network.

But the principles of ALS are the same. Is the level of service provided in line with your expectations? Customers should be provided with a service obligation tailored to the type of service and the way the service is provided. If a service. B is critical, if downtime has a significant impact on a customer`s revenue, the customer must lobby for a nine-new availability percentage. Conversely, a customer may be in good standing with any obligation offered by the seller if a service includes the activity of a customer next door and downtime is negligible. As a precondition for obtaining a credit or refund, creditors often require customers to report a service availability problem within a specified time frame, which can range from a few days to a month. In addition, lenders may impose specific requirements, such as a credit or repayment application (for example. B via the provider`s portal or to a specific email address). When certain requirements are made, clients should strive to establish an internal mechanism to monitor the lender`s working time requirement and report problems to the creditor. All these calculations think we know what downtime is. Downtime is generally considered any time a system or service does not work. Companies do everything in their power to maximize operating time.

But what the customer sees and what the IT service provider sees may be two different things. While it is reasonable for the supplier to exclude certain events from an uptime obligation, the scope of these exclusions should not be broad enough to exclude events that are effectively within the supplier`s control (for example. B problems caused by the customer`s suppliers). If the exclusions are excessively broad, the duty of custody offered by the supplier cannot provide reasonable protection. A blog post from CloudEndure gives some interesting insights into the type of downtime. The article is titled „5 Things They Never Told You About Downtime.“ Their warning deserves our attention: „Unfortunately, it`s very easy to fall into a false sense of security when it comes to the availability of services in the cloud.“ Here is their list: The availability (above the percentage of the monthly operating life) of the W2E service is 99.9%, the maximum downtime (above availability) being 43 minutes in a month.