How does Scheduled Downtime affect a promised Availability Level? : LUSENET : Service Level Management : One Thread


If I promise my customers 99% availability of a service, e.g. Email. Does Scheduled Downtime affect that statistic?

I was under the impression only Unscheduled Downtime is incorporated into that measurement & scheduled downtime is excluded.

Please advise me what the industry-wide best-practice is.



-- Bob Duncan (, December 19, 2004



There is no "right" answer, you can do it both ways. Important that you let your business customers know how you are calculating it though. Based on experience, I do recommend considering incorporating scheduled downtime if it occurs during normal service hours. Because whether or not it was approved, it is still effecting the avalability of the service to the customer when they needed it.

Kris Sneary Sprint

-- Kris Sneary (, February 04, 2005.

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