This page shares historical service availability for CSM2 and CSM3 production Intelligent Service Management and Luma 2.x environments. This provides customers with information about service availability and any disruptions to service on a monthly basis. Note that planned maintenance is not considered downtime.
Intelligent Service Management
| Month | CSM2.serviceaide.com Uptime | CSM3.serviceaide.com Uptime | CSM5.serviceaide.com Uptime |
|---|---|---|---|
| April 2022 | 100% | 100% | Decommissioned |
| March 2022 | 100% | 100% | Decommissioned |
| February 2022 | 100% | 100% | Decommissioned |
| January 2022 | 100% | 100% | Decommissioned |
| December 2021 | 100% | 99.95% | Decommissioned |
| November 2021 | 100% | 100% | Decommissioned |
| October 2021 | 100% | 100% | Decommissioned |
| September 2021 | 100% | 100% | Decommissioned |
| August 2021 | 100% | 100% | Decommissioned |
| July 2021 | 100% | 100% | Decommissioned |
| June 2021 | 100% | 100% | Decommissioned |
| May 2021 | 99.95% | 100% | Decommissioned |
| April 2021 | 99.99% | 100% | Decommissioned |
| March 2021 | 99.99% | 99.97% | Decommissioned |
| February 2021 | 99.94% | 99.98% | Decommissioned |
| January 2021 | 99.93% | 100% | Decommissioned |
| December 2020 | 99.96% | 99.97% | Decommissioned |
| November 2020 | 99.95% | 99.97% | Decommissioned |
| October 2020 | 99.94% | 99.99% | Decommissioned |
| September 2020 | 99.98% | 99.99% | Decommissioned |
| August 2020 | 99.95% | 99.96% | Decommissioned |
| July 2020 | 100% | 99.95% | Decommissioned |
| June 2020 | 99.99% | 100% | Decommissioned |
| May 2020 | 100% | 100% | Decommissioned |
| April 2020 | 100% | 100% | 100% |
| March 2020 | 100% | 100% | 99.99% |
| February 2020 | 100% | 100% | 99.99% |
| January 2020 | 99.99% | 99.99% | 99.99% |
| December 2019 | 100% | 99.92% | 100% |
| November 2019 | 99.99% | 99.99% | 100% |
| October 2019 | 99.89% | 100% | 99.99% |
| September 2019 | 99.99% | 100% | 100% |
| August 2019 | 99.99% | 100% | 99.99% |
| July 2019 | 99.84% | 99.93% | 99.73% |
| June 2019 | 100% | 100% | 100% |
| May 2019 | 100% | 100% | 100% |
| April 2019 | 100% | 99.09% | 100% |
| March 2019 | 100% | 100% | 99.98% |
| February 2019 | 99.99% | 100% | 100% |
| January 2019 | 100% | 100% | 100% |
| December 2018 | 100% | 100% | 99.99% |
| November 2018 | 99.96% | 99.96% | 100% |
Luma 2.x
| Month | lumapro.serviceaide.com/login Uptime |
|---|---|
| April 2022 | 100% |
| March 2022 | 100% |
| February 2022 | 100% |
| January 2022 | 100% |
For historical information on Service Availability for Intelligent Service Management, refer to Historical Service Availability Report.
Availability Service Level Agreement (SLA)
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| Component | Target Availability SLA | Threshold for Service Availability Default |
|---|---|---|
| Intelligent Service Management | 99.9% | 99.5% |
| Luma 2.x | 99.9% | 99.5% |
Serviceaide measures Availability Service Level Agreement (SLA) targets as described below:
- Serviceaide runs test scripts using application monitoring tools on the Production system to verify that Intelligent Service Management SaaS service is and Luma 2.x are available. Test scripts are run approximately once every ten (10) minutes, twenty-four (24) hours per day, seven days per week, throughout the contracted term of the service.
- Availability SLAs measured using the formula defined in the table below. The percentage availability is calculated based on the number of successful monitoring tests recorded in any one calendar month divided by the total number of monitoring tests conducted in that one calendar month:
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