Re: outages, quality monitoring, trouble tickets, etc

[Dave Siegel <dsiegel () rtd com>]

> >     Jonathan> Everyone likes to portray
> >     Jonathan> the image of having a 99.98% uptime whenever
> >     Jonathan> possible, even though most folks realize
> >     Jonathan> that it just plain isn't possible
> >
> > Well, more importantly, what on earth does a number like
> > that mean?
>
> Sorry, bad choice of words.  Rather than uptime, availability would be the
> proper word.  Availability tends to be the amount of time the network is
> "available" for the customer to receive their expected service (whether
> guaranteed in writing or not), and for the customers expectation of how the
> service will perform when it is considered "in-service" is met.

heh.

Depending on the service organizations view customer expectations, there is a
little too much room for differences in perceived uptime using that definition.

Dave

-- 
Dave Siegel                  President, RTD Systems & Networking, Inc.
(520)623-9663                Network Engineer -- Regional/National NSPs (Cisco)
dsiegel () rtd com                   User Tracking & Acctg -- "Written by an ISP, 
http://www.rtd.com/~dsiegel/                                    for an ISP."