Service level metrics definition

Metric	Definition
Reporting Time	Timestamp associated with an Incident when it was reported to Demyst via the Service Desk.
Response Time	Response Time is defined as the amount of continuous time elapsed from the time the issue was first reported (Reporting Time) to the time that the issue was assigned to a responder.
Resolution Time Resolution	Time is defined as the amount of continuous time elapsed from the time the issue was first reported (Reporting Time) to the time that service is restored to normal operating levels.
Best Effort Basis	Demyst will attempt to address the incident or request on a Best-Effort basis with a non SLA target of 10 business days.
Total Downtime	Sum of Resolution Time for all Critical Incidents reported via Service Desk in a given month
Scheduled Maintenance Window	Demyst reserves two Scheduled Maintenance Windows per month to perform regular service maintenance. Each Scheduled Maintenance Window shall not lead to more than 4 hours of Service downtime. Demyst may perform maintenance on our services during every other Saturday from 8AM-5PM EST. Total downtime due to Scheduled Maintenance shall not exceed 8 hours per month.
Potential Service Availability (Hours)	Total Hours in Month – 8 hours of Scheduled Maintenance. Examples: - JAN Potential Service Availability is 736 Hours (24hours_31days-8hours) - FEB Potential Service Availability is 664 Hours (24hours_28days-8hours) - SEP Potential Service Availability is 712 Hours (24hours_30days-8hours)
Actual Service Availability (Hours)	Potential Service Availability – Total Downtime
Availability (%)	Availability = (Actual Service Availability) / (Potential Service Availability) * 100
Production Incident Report Time (business days)	The time it takes to produce and make available to client, A Production Incident Report (PIR) containing the root cause analysis for the incident measured from when the Incident was resolved to the time it was distributed to client.