uk-monthly service report - citrix.com · uk-monthly service report period:august 1, 2016 - august...
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UK-Monthly Service Report
Period: August 1, 2016 - August 31, 2016
Created on: September 1, 2016
Created by: Kevin DILLON
UK-Monthly Service Report
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1. Summary
Service user Rate of availability Trend
Backup - Restore 96.53 % (Target : 80 %)
CRM 99.85 % (Target : 99 %)
Corporate Web Site 0 % (Target : 99.6 %)
File Sharing 91.83 % (Target : 95 %)
Internet Access 99.92 % (Target : 99.9 %)
Messaging 99.92 % (Target : 99.5 %)
Office 365 My UK Translation 100 % (Target : 99.6 %)
Printing 0 % (Target : 99.5 %)
Remote Desktop 99.92 % (Target : 100 %)
Telephony-UK 30.43 % (Target : 90 %)
Telephony 76.6 % (Target : 99 %)
UK-Monthly Service Report
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2. Service user
2.1. Service user Backup - Restore
2.1.1. Status, Rate of availability
Criticality Average
Objectif 80 %
Time slot Monday
00:00-24:00
Tuesday
00:00-24:00
Wednesday
00:00-24:00
Thursday
00:00-24:00
Friday
00:00-24:00
Saturday
00:00-24:00
Sunday
00:00-24:00
Name : Backup - Restore
Description :
Availability : 96.47 %
Trend :
Total unavailability : 2 days 3 hours 39 minutes 50 seconds
2.1.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 73 5 minutes 31 seconds
04/2016 60 5 minutes 35 seconds
05/2016 37 28 minutes 23 seconds
06/2016 20 7 minutes 47 seconds
07/2016 27 8 minutes 55 seconds
08/2016 23 1 hour 7 minutes 23 seconds
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2.2. Service user Corporate Web Site
2.2.1. Status, Rate of availability
Criticality High
Objectif 99.6 %
Time slot Monday
09:00-12:00 14:00-18:00
Tuesday
09:00-12:00 14:00-18:00
Wednesday
09:00-12:00 14:00-18:00
Thursday
09:00-12:00 14:00-18:00
Friday
09:00-12:00 14:00-18:00
Saturday Sunday
Name : Corporate Web Site
Description :
Availability : 0 %
Trend :
Total unavailability : 1 week 6 days 10 hours
2.2.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 45 3 hours 25 minutes 24 seconds
04/2016 42 3 hours 30 minutes
05/2016 44 3 hours 30 minutes
06/2016 44 3 hours 30 minutes
07/2016 42 3 hours 30 minutes
08/2016 46 3 hours 30 minutes
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2.3. Service user CRM
2.3.1. Status, Rate of availability
Criticality Average
Objectif 99 %
Time slot Monday
09:00-12:00 14:00-18:00
Tuesday
09:00-12:00 14:00-18:00
Wednesday
09:00-12:00 14:00-18:00
Thursday
09:00-12:00 14:00-18:00
Friday
09:00-12:00 14:00-18:00
Saturday Sunday
Name : CRM
Description :
Availability : 56.44 %
Trend :
Total unavailability : 16 minutes
2.3.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 18 9 minutes 35 seconds
04/2016 4 3 minutes 47 seconds
05/2016 7 2 minutes 20 seconds
06/2016 3 34 minutes 20 seconds
07/2016 12 3 hours 15 minutes 52 seconds
08/2016 3 2 minutes 40 seconds
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2.4. Service user File Sharing
2.4.1. Status, Rate of availability
Criticality Average
Objectif 95 %
Time slot Monday
09:00-18:00
Tuesday
09:00-18:00
Wednesday
09:00-18:00
Thursday
09:00-18:00
Friday
09:00-18:00
Saturday Sunday
Name : File Sharing
Description :
Availability : 91.83 %
Trend :
Total unavailability : 1 day 9 hours 48 minutes 42 seconds
2.4.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 0 -
04/2016 4 3 minutes 26 seconds
05/2016 5 2 minutes 20 seconds
06/2016 4 37 minutes 39 seconds
07/2016 7 7 hours 1 minute 29 seconds
08/2016 5 3 hours 22 minutes 52 seconds
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2.5. Service user Internet Access
2.5.1. Status, Rate of availability
Criticality High
Objectif 99.9 %
Time slot Monday
09:00-12:00 14:00-18:00
Tuesday
09:00-12:00 14:00-18:00
Wednesday
09:00-12:00 14:00-18:00
Thursday
09:00-12:00 14:00-18:00
Friday
09:00-12:00 14:00-18:00
Saturday Sunday
Name : Internet Access
Description :
Availability : 99.92 %
Trend :
Total unavailability : 16 minutes
2.5.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 14 2 minutes 23 seconds
04/2016 4 2 minutes 35 seconds
05/2016 6 2 minutes 17 seconds
06/2016 3 34 minutes 20 seconds
07/2016 12 3 hours 15 minutes 52 seconds
08/2016 3 2 minutes 40 seconds
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2.6. Service user Messaging
2.6.1. Status, Rate of availability
Criticality High
Objectif 99.5 %
Time slot Monday
09:00-12:00 14:00-18:00
Tuesday
09:00-12:00 14:00-18:00
Wednesday
09:00-12:00 14:00-18:00
Thursday
09:00-12:00 14:00-18:00
Friday
09:00-12:00 14:00-18:00
Saturday Sunday
Name : Messaging
Description :
Availability : 99.92 %
Trend :
Total unavailability : 16 minutes
2.6.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 23 6 minutes 59 seconds
04/2016 8 6 minutes 55 seconds
05/2016 15 2 minutes 24 seconds
06/2016 9 14 minutes 25 seconds
07/2016 12 3 hours 15 minutes 52 seconds
08/2016 3 2 minutes 40 seconds
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2.7. Service user Office 365 My UK Translation
2.7.1. Status, Rate of availability
Criticality High
Objectif 99.6 %
Time slot Monday
09:00-12:00 14:00-18:00
Tuesday
09:00-12:00 14:00-18:00
Wednesday
09:00-12:00 14:00-18:00
Thursday
09:00-12:00 14:00-18:00
Friday
09:00-12:00 14:00-18:00
Saturday Sunday
Name : Office 365 My UK Translation
Description :
Availability : 100 %
Trend :
Total unavailability : -
2.7.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 0 -
04/2016 0 -
05/2016 0 -
06/2016 0 -
07/2016 0 -
08/2016 0 -
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2.8. Service user Printing
2.8.1. Status, Rate of availability
Criticality Average
Objectif 99.5 %
Time slot Monday
09:00-12:00 14:00-18:00
Tuesday
09:00-12:00 14:00-18:00
Wednesday
09:00-12:00 14:00-18:00
Thursday
09:00-12:00 14:00-18:00
Friday
09:00-12:00 14:00-18:00
Saturday Sunday
Name : Printing
Description :
Availability : 0 %
Trend :
Total unavailability : 1 week 6 days 10 hours
2.8.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 0 -
04/2016 2 1 minute 22 seconds
05/2016 1 1 minute 12 seconds
06/2016 3 1 hour 31 minutes 43 seconds
07/2016 19 3 hours 26 minutes 56 seconds
08/2016 46 3 hours 30 minutes
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2.9. Service user Remote Desktop
2.9.1. Status, Rate of availability
Criticality Low
Objectif 100 %
Time slot Monday
09:00-12:00 14:00-18:00
Tuesday
09:00-12:00 14:00-18:00
Wednesday
09:00-12:00 14:00-18:00
Thursday
09:00-12:00 14:00-18:00
Friday
09:00-12:00 14:00-18:00
Saturday Sunday
Name : Remote Desktop
Description :
Availability : 99.92 %
Trend :
Total unavailability : 16 minutes
2.9.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 14 2 minutes 23 seconds
04/2016 4 2 minutes 35 seconds
05/2016 6 2 minutes 17 seconds
06/2016 3 34 minutes 20 seconds
07/2016 12 3 hours 15 minutes 52 seconds
08/2016 3 2 minutes 40 seconds
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2.10. Service user Telephony
2.10.1. Status, Rate of availability
Criticality High
Objectif 99 %
Time slot Monday
09:00-18:00
Tuesday
09:00-18:00
Wednesday
09:00-18:00
Thursday
09:00-18:00
Friday
09:00-18:00
Saturday Sunday
Name : Telephony
Description :
Availability : 76.6 %
Trend :
Total unavailability : 4 days 51 minutes 58 seconds
2.10.2. Change, Trend
Period Number of unavailabilities
Average duration
03/2016 32 4 hours 8 minutes 59 seconds
04/2016 32 3 hours 23 minutes 56 seconds
05/2016 13 54 minutes 6 seconds
06/2016 7 28 minutes 29 seconds
07/2016 12 5 hours 43 minutes 5 seconds
08/2016 35 1 hour 23 minutes 1 second
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2.11. Service user Telephony-UK
2.11.1. Status, Rate of availability
Criticality Average
Objectif 90 %
Time slot Monday
09:00-18:00
Tuesday
09:00-18:00
Wednesday
09:00-18:00
Thursday
09:00-18:00
Friday
09:00-18:00
Saturday Sunday
Name : Telephony-UK
Description :
Availability : 30.43 %
Trend :
Total unavailability : 1 week 5 days 1 minute 24 seconds
2.11.2. Change, Trend
Period Number of unavailabilities
Average duration
06/2016 18 9 hours
07/2016 21 9 hours
08/2016 17 8 hours 28 minutes 16 seconds