Monthly Service Availability
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 |
---|---|---|---|
August 2024 | 100% | 100% | Decommissioned |
June 2024 | 100% | 100% | Decommissioned |
May 2024 | 100% | 99.98% | Decommissioned |
April 2024 | 100% | 100% | Decommissioned |
March 2024 | 100% | 99.96 | Decommissioned |
February 2024 | 100% | 100% | Decommissioned |
January 2024 | 100% | 100% | Decommissioned |
December 2023 | 100% | 100% | Decommissioned |
November 2023 | 100% | 100% | Decommissioned |
October 2023 | 100% | 100% | Decommissioned |
September 2023 | 100% | 100% | Decommissioned |
August 2023 | 100% | 99.9 | Decommissioned |
July 2023 | 100% | 100% | Decommissioned |
June 2023 | 100% | 100% | Decommissioned |
May 2023 | 100% | 100% | Decommissioned |
April 2023 | 99.15% | 99.24% | Decommissioned |
March 2023 | 100% | 100% | Decommissioned |
February 2023 | 100% | 100% | Decommissioned |
January 2023 | 100% | 100% | Decommissioned |
December 2022 | 100% | 100% | Decommissioned |
November 2022 | 100% | 100% | Decommissioned |
October 2022 | 100% | 100% | Decommissioned |
September 2022 | 100% | 100% | Decommissioned |
August 2022 | 100% | 100% | Decommissioned |
July 2022 | 100% | 100% | Decommissioned |
June 2022 | 100% | 99.98% | Decommissioned |
May 2022 | 100% | 100% | Decommissioned |
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 |
Luma 2.x
Month | lumapro.serviceaide.com/login Uptime |
---|---|
August 2024 | 100% |
June 2024 | 100% |
May 2024 | 100% |
April 2024 | 100% |
March 2024 | 100% |
February 2024 | 100% |
January 2024 | 100% |
December 2023 | 100% |
November 2023 | 100% |
October 2023 | 100% |
September 2023 | 100% |
August 2023 | 100% |
July 2023 | 100% |
June 2023 | 100% |
May 2023 | 100% |
April 2023 | 99.35% |
March 2023 | 100% |
February 2023 | 100% |
January 2023 | 100% |
December 2022 | 100% |
November 2022 | 100% |
October 2022 | 100% |
September 2022 | 100% |
August 2022 | 100% |
July 2022 | 100% |
June 2022 | 100% |
May 2022 | 100% |
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)
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% |
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 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:
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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