System Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.
65% of projects completed on-time and on-budget, as planned following requirements approval (without scope changes or customer delays).
|Severity||Response||Target Close / Timeframe|
|Campus-wide outage||15 Minutes||4 Hours, 24x7|
|Major administrative process inoperable or degraded||30 Minutes||6 Hours, 24x7|
|Application feature error||2 hours||12 Hours M-F 8am-5pm|
Departmental business process training and management within department.