ENKI measures and publishes the metrics associated with the guaranteed service levels published in our Terms Of Service. The purpose of publishing the metrics is to make us accountable for the SLAs we promise our customers, and to show that our SLAs are based on measured performance that our customers can expect, rather than artificial targets backed up with low-value guarantees, created for comparison purposes.
Customers suffering downtime in excess of the published SLAs during any one month received 10x credit on their next invoice, even if the total downtime for the period was less than the SLA. Please see the Uptime Metrics notes, below.
ENKI UPTIME METRICS Quarterly Results
Support metrics are calculated by totalling the response and closure times over the period for all cases of a given priority. Work orders or other cases with customer-defined response times were evaluated against our standard SLA and not treated specially. Please note that Medium and Low case closure SLAs are measured in business hours.
ENKI SUPPORT METRICS January 2010 - January 2011
ENKI SUPPORT METRICS January 2009 - January 2010
Uptime metrics are calculated by computing the total downtime experienced for all customers in any part of their infrastructure per period. This figure is divided by the number of customers receiving cloud services to produce a minutes-per-customer-per-period figure that is turned into the final uptime percentage with respect to the total minutes per period by subtracting from the total minutes per period. Downtimes are measured as a combined figure composed of the total number of minutes associated with events that result in customer application downtime for customers under PrimaCare Operations as a Service with application monitoring, and infrastructure (operating system) downtime for customers on IaaS-only plans. This results in a very conservative figure.
These uptime numbers represent the worst case experienced uptime for any single customer, since any failure in a customer's infrastructure was counted as a total failure of all customer infrastructure. Failures may include downtimes due to failures in connected infrastructure outside ENKI, such as with another cloud povider, if detected by our application monitoring. Most customers did not experience the worse case downtime, and customers with redundant deployments may not have noticed any failures, even though the downtime of any of their computing elements contributed to the total.
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