SIS Service Level Performance
Adina MINCULESCU, IATA
Agenda
Introduction
System availability
File Processing
Help Desk Availability
Incident Management
Disaster Recovery Plan Update
Introduction
IS Participation Agreement – Attachment E outlines the five (5) areas which
are covered under the service level agreement.
These Include:
System Availability
File Processing
Help Desk Availability
Fault Reporting and Clearance
Disaster Recover Plan
Performance Feedback from 1
st
SIS GM
File processing times over SLA
Slow IS Web response times
Time taken to resolve issues raised to the SIS Help Desk
Performance measurement
Established how SLA performance is to be measured at the SIS
Steering Group meeting in March 2013
System Availability - Measurement is calculated based on the number of hours the system is available in a month
File Processing – Measurement is calculated based on when a file is received and when it has finished processing
Help Desk Availability – Based on the number of hours the help desk tool is available in a month
Fault Reporting and Clearance – measurement is based on the number of hours a reported fault remains open
IS Web response time – measurement is based on the elapsed time between the request received and time to respond
Actions taken to address performance
issues since
Since April 2013 the below actions were taken
File Processing
Discussions with vendor to analyze and improve file processing times
Optimization of file processing and loading to database
Transaction purging
IS-Web Response Times
Established plan to analyze web responses by screen and actions within the screen
Monthly tracking report provided by vendor to further analyze problem areas
Billing History and Correspondence screens – improvements still in progress
Fault Reporting and Clearance
System Availability
SIS must be available on a 24hour, 7 days per week basis, with system uptime averaging 99.5% on a rolling annual average.
* Major Release 1.4
System Availability SLA performance (Aug to Nov) = 99.5%
Month Planned Downtime (hours) Unplanned Downtime System Uptime (hours) Total hours in Month Performance August 3 0 741 744 99.6% September 2 0 718 720 99.7% October 5 0 739 744 99.3% November* 7 0 713 720 99.0%
File Processing
IS-IDEC and IS-XML files received without error will be processed within six
(6) hours. Month Files Processed within 6h Files Received without Error Performance August 18,977 18,978 99.9% September 17,344 17,345 99.9% October 18,805 18,806 99.9% November 17,618 17,618 100%
File Processing
IS-IDEC and IS-XML files received with error will be processed within four (4)
hours. Month Files Processed within 4h Files Received with Error Performance August 67 67 100% September 95 95 100% October 89 89 100% November 111 111 100%
IS-Web Response Times
Online entry other than for report generation of file transfer should receive a
response within 3 seconds in 80% of requests based on an end to end
bandwidth of at least 256kb
More improvements planned in the billing history and correspondence screens.
Month Web Response within 3 sec Total Web Requests Performance August 5,912,111 5,997,484 98.6% September 5,726,228 5,811,815 98.5% October 6,403,204 6,495,438 98.6% November 6,815,024 6,929,152 98.4%
Help Desk Availability
IATA will provide access to a web based helpdesk, 24 hours per day, 7 days per week. Month Downtime Hours Helpdesk Uptime Hours Total Hours in Month Performance August 0 744 744 100% September 0 720 720 100% October 0 744 744 100% November 0 720 720 100%
Fault Reporting and Clearance
Table of Faults reported by Month and Severity handled within SLA vs. Total
Required Resolution or Workaround Times by Severity Showstopper – 6 Hours
Major – 1 Work Day Minor – 10 Work Days
Trivial – Next planned release
Month Showstopper Major Minor Trivial Total Performance
August - 10 / 10 162 / 162 1 / 1 173 / 173 100% September - 8 / 8 118 / 118 1 / 1 127 / 127 100% October - 10 / 10 107 / 107 0 / 0 117 / 117 100% November - 7 / 7 103 / 103 3 / 3 113 / 113 100%
Disaster Recovery Plan Update
Disaster Recovery Plan is in place
Two SIS DR tests are completed every year
June and December
Recovery Point Objective (RPO) addressing possible data retransmission
SLA = 3 hours
Test Results = 2 hours
Recovery Time Objective (RTO) addressing service restoration from DR site
SLA = 6 hours
SIS User Satisfaction Survey
A survey of satisfaction was sent to all registered and active users of
the SIS Application
Goal of survey was to receive feedback about user satisfaction on the
SIS Platform and also SIS support
SIS Platform Satisfaction
13 different functionalities of the SIS platform was surveyed.
9 out of 13 functionalities surveyed received a satisfaction level of 80% or greater
Highest rating was with the Downloading of Files with 90% satisfaction.
Lowest rating was with Billing History with 73% satisfaction.
General comments and Feedback
Many respondents were not satisfied by the response times of IS-WEB application especially on Billing History and Correspondence screens
Received comments where users were unsure of how to perform functions
SIS Platform Statistics
77% 84% 79% 80% 73% 79% 81% 82% 82% 88% 88% 80% 90% 23% 16% 21% 20% 27% 21% 19% 18% 18% 12% 12% 20% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Satisfied Not SatisfiedSIS Support Satisfaction
Overall satisfaction with SIS Support is 89.8%
6 different areas of SIS Support were surveyed
All areas received a satisfaction level between 86% and 90%
General comments and Feedback
SIS Support Statistics
88% 88% 86% 88% 89% 91% 12% 12% 14% 12% 11% 9% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%Timely Response Response to Technical Issues Turnaround Time to issues Ability to deal with issues Communications are clear Knowledgeable Satisfied Not Satisfied