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Quality of Service

Indicator: Network Availability, UH System

Description:

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.

Assumptions:

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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Indicator: Network Availability, Manoa Campus

Description:

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.

Assumptions:

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.
Links to more detailed charts
 

Indicator: Email and Web availability

Description:

Percentage of the time Email and Web Services are available.

Assumptions:

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.


Indicator: Help Desk Response Time

Description:

The ITS Help Desk tracks incoming support requests by the rate at which requests are completed and by average completion time.

Assumptions:

Requests that are resolved immediately are not tracked and reported.

Links to more detailed charts

Indicator: Telecom Request Response Time

Description:

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.

Assumptions:

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.
Links to more detailed charts