This page shares historical service availability for CSM2 and CSM3 production Intelligent Service Management 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.
| Month | CSM2.serviceaide.com Uptime | CSM3.serviceaide.com Uptime | CSM5.serviceaide.com Uptime |
|---|---|---|---|
| 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% |
Availability Service Level Agreement (SLA)
Serviceaide commits to the availability of the service for the production environment as indicated in the table below for the Intelligent Service Management SaaS offering during the Subscription Term of the service. If the Availability decreases below the Threshold for Service Availability Default listed below, the customer may be entitled to credits as outlined in the terms and conditions of their contract.
| Component | Target Availability SLA | Threshold for Service Availability Default |
|---|---|---|
| Intelligent Service Management | 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 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:
Planned outage time periods are defined as downtime of the solution for periodic and required scheduled maintenance where Serviceaide provides notice to Customers. This includes monthly planned application and infrastructure maintenance as well as quarterly feature releases.
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