Quality of Service
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Indicator: Network Availability, UH System |
Description: |
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Trend of network availability for UHNet campuses, Internet and
Internet2 research sites. Percentage of network availability takes
into account the fact that there are both planned outages for
maintenance and capacity planning purposes, and unavoidable outages
such as loss of power to a router in a remote location, security
breaches which affect network traffic or router process, etc.
Unplanned outages also include webserver outages if they are not
reported.
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Assumptions: |
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Data are based on access to a web server located within monitored
network for sites with multiple ingress/egress links, or access to the
external network router interface for sites with only one external
link.Trend is based on 1 minute polls. The percentage of missed polls
are averaged to calculate the monthly and quarterly indicators.
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Links to more detailed charts |
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Indicator: Network Availability, Manoa Campus |
Description: |
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Trend of network availability for the Manoa campuses. Percentage of
network availability takes into account the fact that there are both
planned outages for maintenance and capacity planning purposes, and
unavoidable outages such as loss of power, security breaches which
affect network traffic or router process, etc.
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Assumptions: |
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Data are based on access to main building switch. Trend is based on 1
minute polls. The percentage of missed polls are averaged to
calculate the monthly and quarterly indicators.
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Links to more detailed charts |
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Indicator: Email and Web availability |
Description: |
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Percentage of the time Email and Web Services are available.
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Assumptions: |
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Availability is calculated from the perspective of the service rather
than the customer. If the Manoa network or network connectivity to the
mainland is lost, it is not reflected in this indicator. This type of
information will be reflected in the Administrative Applications
Availability indicator once data collection is implemented.
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Indicator: Help Desk Response Time |
Description: |
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The ITS Help Desk tracks incoming support requests by the rate at
which requests are completed and by average completion time.
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Assumptions: |
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Requests that are resolved immediately are not tracked and reported.
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Links to more detailed charts |
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Indicator: Telecom Request Response Time |
Description: |
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The effectiveness of Telecom's response to customer requests is
measured using three aspects of the requests: 1) number of new
requests, 2) for ASAP requests, average wait for installation of a new
jack, 3) percentage of scheduled requests completed on schedule.
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Assumptions: |
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Each phone/data jack installation counts as a single task for the
tally. For the calculation of the average wait time, the wait starts
when the request is received for an ASAP installation. For preplanned
requests, the wait starts when the preplanned date of installation is
reached.
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Links to more detailed charts |
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