Service availability and office hours
The ITSM tool is operational 24/7/365 and is committed to a 99.5% uptime during each calendar quarter, excluding regularly scheduled maintenance times or Force Majeure events.
Application administration support is available 8am - 5pm, Monday - Friday. On call support available after hours for emergencies
Scheduled and Unscheduled Maintenance
Maintenance time is considered scheduled if it is communicated to user community via system notice 5 days in advance. Maintenance windows will be planned to occur between 10:00pm and 2:00am when possible.
Backup and Disaster Recovery
In the event of a disaster, services will be operational in the DRS within six hours.
Inventory lifecycle management