Service availability: File Server Availability: 99.5%, 24x7, excluding planned downtime, calculated monthly.
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
Incident Response: Target is 85%
|Critical Incident – 20 or more users are unable to use a critical system in order to accomplish University tasks||30 minutes||8 hours|
|Routine Incident – A problem that affects a user’s ability to use a service||1 business day||3 business days|