Overview

At Causeway, we provide our customers with a 97% Service Level Agreement (SLA).

Each time there is a problem with a hosted service, we update Causeway Status. During the analysis (after the problem is fixed), we enter the true outage time (if any) and it is these minutes that determine the uptime percentage.

In each month, there are two values for the number of minutes available.

Actual minutes assumes 24 x 7 and thus the number of available minutes is 1,440 (24 hours times 60 minutes) multiplied by the number of days (28,29,30 or 31). For example, September is 43,200 minutes long.

The second is office hours which is 540 (9 hours times 60 mintes) multiple by the number of weekdays (Monday to Friday). Thus, September 2017 is 21 days working days making it 11,340 working minutes long.

When looking at the uptime percentage, you can choose between 24x7 and Office Hours. This means that a system can have 100% uptime for office hours but 95% for 24x7 (ie. all the outages were outside of office hours).

Schedule Maintenance

If work is planned (we've warned the customer, created an Advisory Notice etc.) then the outage will not affect the uptime percentage. For example, two hours of scheduled maintenance on Tradex (during which the system is not available) will still show 100% Uptime.