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Service performance is assessed on the basis of a 12 month calculated figure where possible.
It is of note that both EDINA and Mimas have had availability issues of increasing severity over the past 12 months when compared to previous years. Both service providers are currently in the process of hardware (and, in the case of EDINA, software) replacement funded through the JISC’s Capital Enhancement Programme. Both service providers anticipate that the changes being made will have a substantial impact on service performance in 2009/10.
The Monitoring Unit reports on 20 availability measurements over the 12 monitored EDINA services; three of these have less than 12 months’ data. At the end of this quarter, of the 17 measurements for which the Monitoring Unit can calculate a 12 month availability, 12 were below the SL of 99%: SUNCAT (98.49%) and all of the geospatial services for which 12 months’ data are available (availabilities between 97.45% and 98.80%).
In the case of SUNCAT this was a result of long periods of unavailability in 2008/09 Q2 and it is of note that the service had 100% availability in each month of the current quarter. If the service continues to have 100% availability in future months then the 12 month SL could be met in January 2010.
The geospatial services all had monthly availability of 95.22% in May as a result of database problems. As these services have also had availability problems in other quarters of 2008/09, it is not possible for these services to meet the 12 month calculated availability before 2009/10 Q2.
There are 10 availability measurements for the 6 Mimas services that the Monitoring Unit reports on. At the end of the quarter, 5 were below the SL of 99%: Archives Hub (96.92%), Copac (98.55%), Hairdressing Training (97.40%), Landmap (98.92%) and Zetoc (98.49%).
The services were all affected by long periods of unavailability in May, these were attributed to a faulty storage disc controller. Availability issues in 2008/09 Q3 were also attributed to this problem.
Should availability of these services return to 100% in future months it is not possible for the 12 month calculated SL to be met before 2009/10 Q3 for Copac and Landmap and 2009/10 Q4 for Archives Hub, Hairdressing Training and Zetoc.
The 12 month calculated availability of one of the web servers at Mimas was below the SL of 99% at 96.35%, a result of outages totalling 1,631 minutes in July.
Four of the six Census services for which 12 months’ data are available had a 12 month rolling average availability below the PI of 99%: Census Registration Service & Census Portal Service (97.09%), Census Dissemination Unit (96.76%), Centre for Interaction Data Estimation and Research (96.55%) and Samples of Anonymised Records (96.76%). The severity of the problems that have affected these services this academic year mean that the 12 month calculated SL cannot be met for these services before 2009/10 Q4.
Three of these four services (CDU, CIDER and SARS) are hosted at Mimas and were also part of the problems outlined above. Service availability was also affected by problems with the UK federation access management server at Essex in July.
The CPS/CRS services based at Essex were affected by a long outage in May as a result of faulty software updates and also by the federation server issues in July.
All 12 month calculated machine availability measurements for all services were above their respective SLs at the end of the quarter.
All 12 month calculated LAN availability SLs were met at the end of the quarter.
Mimas reported 4 JANET backbone routing failures totalling 119 minutes in May. It was possible that some users would not have been able to connect to their services at these times.
Unlike physical 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 this academic year:
The JISC Executive has acknowledged that additional maintenance time is needed for the geospatial services at EDINA until the move to Cadcorp has taken place. It is anticipated that this change will take place next quarter.
The following services had, on average, less than 99% of response times below five seconds for the 12 month period ending July 2009:
The following services had on average less than 99% of start to load times below five seconds for the 12 month period ending in July 2009:
A number of 12 month rolling SLs were not met at the end of quarter. The 12 month rolling percentage of enquiries receiving an initial response within one working day:
At the present time Intute is the only service to report against KPIs. The KPI figures for Intute for 2008/09 are as follows:
|
KPI |
Metric |
Target |
Actual |
|
6 |
Number of visits to Intute |
7,700,000 |
7,189,183 |
|
7 |
Number of organisations that have integrated Intute |
70% |
67% |
|
8 |
Number of users that would recommend Intute |
95% |
90% |
|
9 |
Report to JISC Executive to be provided |
n/a |
n/a |
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Last updated by Ian Cooper on Wednesday, June 9, 2010.
