Common use of System Performance and Availability Reporting Clause in Contracts

System Performance and Availability Reporting. The following annual performance and availability reports will be published for review: • First-contact response to incidents and service request, based on information from the Technology Help Desk ticketing system. • Resolution of help requests, based on information from the Technology Help Desk ticketing system. Hours are counted as clock hours, weekends excepted. • Outage metrics measure Planned vs. Unplanned Outages and their associated root causes; Change Management metric is the ratio of unplanned outages caused by failed changes to total outages.

System Performance and Availability Reporting. The following annual performance and availability reports will be published for review: • First-contact response to incidents and service request, based on information from the Technology Help Desk technology help desk ticketing system. • Resolution of help requests, based on information from the Technology Help Desk ticketing system. Hours are counted as clock hours, weekends excepted. • Outage metrics measure Planned vs. Unplanned Outages and their associated root causes; the Change Management metric is the ratio of unplanned outages caused by failed changes to total outages.