1 Issues arising from Network Content Services Reports

1.1 Changes to Services

JISC will add three new services into the EDINA Service Level Agreement (SLA) in 2008/09: NewsFilm Online (NFO), GeoCrossWalk and Go-Geo!. Some registration data were reported for NFO this quarter and it is hoped performance and usage data will become available in 2008/09 Q3.

1.2 Service Performance

Service performance is assessed on the basis of a 12 month rolling average where possible.

Mimas met all of their service levels (SLs) this quarter.

Availability

Service Availability

EDINA Services

The Monitoring Unit reports on 17 availability measurements over the nine monitored EDINA services; all of these have at least 12 months’ data and can therefore be examined on performance over that timeframe. Of the 17 availability calculations, 13 were below the SL of 99%.  Even if availability for these services is 100% in future months, the SL cannot be met for nine services before 2008/09 Q4, for one service before 2009/10 Q1 and two services before 2009/10 Q4 (Carto and MasterMap Download). Further information on the cause of the availability issues is available in Section 3.1.

Mimas Services

For the seven Mimas services that the Monitoring Unit reports on there are eight availability measurements. At the end of the quarter, all Mimas services for which the Monitoring Unit can calculate a 12 month rolling average availability had availability above the SL of 99%.

Other Services

All other services monitored had 12 month rolling availability above their SLs at the end of the quarter.

Machine Availability

All 12 month rolling availability measurements for machines for all services were above their respective SL at the end of the quarter.

LAN Availability

All 12 month rolling availability LAN SLs were met at the end of the quarter.  However, it is of note that EDINA reported a short period of network congestion during the inauguration of President Obama in January.

Scheduled Downtime

Unlike hardware servers there is no annual limit on scheduled service downtime. However, it is of note that the following services (all at EDINA) have had more than 624 minutes of scheduled downtime to date this academic year:

 

• Classic (980 minutes)
• Carto (1,010 minutes)
• Gazetteer Services      (980 minutes)
• Postcode Query (980 minutes)
• Boundary Download (980 minutes)
• MasterMap Download (980 minutes)
• Data Download (980 minutes)
• Historic Digimap (800 minutes)
• Geology Digimap - Download (800 minutes)
• Geology Digimap - Mapping  (800 minutes)
• Marine Digimap -Download (800 minutes)
• Marine Digimap - Mapping (770 minutes)

 

Service Response Times

The following services had on average less than 99% of response times below five seconds for the 12 month period ending in January 2009:

 

• EDINA – SUNCAT: 98.40%.

 

Start to Load Times

The following services had on average less than 99% of start to load times below five seconds for the 12 month period ending in January 2009:

 

• EDINA – FSOL: 92.71%.

 

Helpdesk

A number of 12 month rolling SLs were not met by the end of quarter as a result of issues in previous quarters.  The 12 month rolling percentage of enquiries receiving:

 

• an initial response within one working day at TASI was 98.57% at the end of the quarter (SL 100%).
• an initial response within one working day at SARS (Census) was 84.78% at the end of the quarter (SL 100%).
• a resolution within 10 working days at TASI was 99.65% at the end of the quarter (SL 100%).
• a resolution within 20 working days at SARS (Census) was 93.48% at the end of the quarter (SL 98%).

 

The following SL was not met as a result of issues this quarter:

 

• The 12 month rolling percentage of enquiries receiving an initial response within one working day at ESDS was 99.44% at the end of the quarter (SL 100%).

 

Other Performance Indicators

 

As a result of issues in 2007/08 Q3, at the end of this quarter the 12 month average of Census registrations that were processed within 1 working day was 98.74% (SL 100%).