Mission Critical TheConnection

Expanding NonStop Opportunities

Refining System Availability Metrics

…with an effective date of when the application goes live
…for success in an on-line, real-time, all-the-time world 

As has been stated in previous Expanding NonStop Opportunities articles, the main metrics for applications very important to the organization are –

    1. 99.99999 % (7 x 9s) or higher system availability
    2. $1,000,000. / minute fee from the supplier for non-compliance

“that become effective on the date the application goes live”

This added component is required to deliver a great User Experience on a consistent basis for information services that are Customer facing, generate revenue, build brand value, important for the future of the business, etc.

Why is an “Effective Date” needed? 

Because some SLAs specify 100% uptime – with exemptions for downtime or outages not included in reported system uptime!

What are examples of  “Downtime Exemptions”? 

“Planned Downtime”, “Unexplained Outages”, “events beyond vendor control”, etc.

Given the potential for huge negative impact of system unavailability to address business needs in an increasing on-line, real-time, all-the-time world, why are “Downtime Exemptions” allowed? 
To reduce the liability of Suppliers who don’t have the systems or platforms with very high availability, scalability and performance capabilities with a low total cost of ownership.

From a User perspective and to mitigate brand damage of information services not being available, why are Suppliers not being held accountable for issues they caused?
Good question.

Extending on the above, do companies realize the significant risks with allowing “Supplier Downtime Exemptions?”
Some do. Many don’t.

The big issue with “Downtime Exemptions” is the impact on the User –

    •  Do they care why there isn’t a response to an inquiry?
    •  Why they can’t get their money from an ATM?
    •  Why they can’t do a transaction?

NO.

Further, “Downtime Exemptions” unnecessarily exposes organizations to significant risk from the negative impact of digital disruption with Users, corporate brand damage, legal liability, costs to remedy, Customers going elsewhere, etc.

Because of this, “Downtime Exemptions” need to be removed from SLAs, or much more tightly qualified.

Why is this important?

    1. Because it directly increases demand for NonStop
    2. To better position organizations for success in an on-line, real-time, all-the-time world

For further insights, see : Improving Business Outcomes with NonStop

To discuss your organization getting more benefits from NonStop, please contact CAIL or HPE.

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