Service Availability - 2012/13

Unplanned Downtime

Services Website

Top Priority Services

Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Total
mins
% Annual
Avalability
Central Wiki Service 0 10 0 0 0 0 0 0 0 20 20 25 75 99.99
Electronic Journals 0 0 0 0 0 30 10 0 30 0 0 0 70 99.99
EUCLID web 0 15 0 0 0 0 0 45 0 0 0 0 60 99.99
Kinetix (KX) 0 0 0 45 0 0 0 0 90 0 0 20 155 99.97
Learn
Learn
  16-Aug (60) Learn unavailable
  07-Sep (25) Learn unavailable
  14-Sep (10) Learn unavailable
  22-Sep (90) Learn Unavailable
  26-Sep (510) Learn unavailable
  26-Sep (15) Learn unavailable
  01-Oct (15) Learn unavailable
  02-Oct (30) Learn unavailable
  02-Oct (30) Learn unavailable
  14-Nov (120) Problems with Learn Content
  19-Nov (45) Various corporate systems unavailable
  24-Apr (20) eRecruitment and Learn Outage

60 650 75 165 0 0 0 0 20 0 0 0 970 99.83
Library Catalogue 0 360 0 0 0 0 0 0 0 0 0 0 360 99.94
Moodle
Moodle
  04-Sep (90) Moodle unavailable
  17-Apr (30) Central Auth issues
  15-May (30) Moodle restart

0 90 0 0 0 0 0 0 30 30 0 0 150 99.97
MyEd portal framework 0 15 0 30 0 0 0 0 0 0 0 0 45 99.99
Office365
Office365
  01-Feb (85) Office 365 Issues

0 0 0 0 0 0 85 0 0 0 0 0 85 99.99
Staffmail 0 60 900 0 0 30 0 70 0 0 0 0 1060 99.82
University Website 0 0 180 0 0 60 0 0 0 0 0 0 240 99.96

Top Priority Infrastructure

Core Application storage - SAN 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
Core Network 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
EASE
EASE
  17-Apr (30) Central Auth issues

0 0 0 0 0 0 0 0 30 0 0 0 30 99.99
Firewall (Checkpoint 1) 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
Load Balancers 0 0 0 0 0 0 10 0 0 0 0 0 10 100.00
Mail Relay 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
Virtual Hosting 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00

Medium Priority

E-Financials
E-Financials
  21-Aug (30) Major services unavailable
  07-Sep (60) eFinancials Application Downtime
  17-Sep (60) eFinancials Application Downtime
  01-Oct (75) eFinancials unavailable
  07-Nov (45) eFinancials unavailable
  09-Nov (50) eFinancials unavailable
  03-Dec (120) eFinancials Unavailable
  14-Mar (10) Outage ERA Payments service
  01-Apr (540) efinancials unavailable
  03-Apr (15) efinancials unavailable
  02-May (60) applying fix to efinancials
  09-May (5) ERA Payments service Outage

30 120 75 95 120 0 0 10 555 65 0 0 1070 99.82
EBIS
EBIS
  21-Aug (30) Major services unavailable
  17-Sep (20) EBIS online unavailable

30 20 0 0 0 0 0 0 0 0 0 0 50 99.99
EdWeb 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
eRecruitment 30 0 0 0 0 0 0 0 20 0 0 0 50 99.99
Event Booking 0 0 0 630 0 240 0 45 30 0 0 0 945 99.84
Hosted Websites 0 0 0 65 0 0 210 0 0 0 0 0 275 99.95
HR/Payroll
HR/Payroll
  15-Aug (15) Oracle HR unavailable
  21-Aug (30) Major services unavailable
  11-Sep (15) Oracle HR unavailable
  21-Sep (45) Oracle HR restart
  11-Oct (30) HR unavailable
  08-Nov (30) Oracle HR Restart
  30-Nov (20) HR Unavailable

45 60 30 50 0 0 0 0 0 0 0 0 185 99.97
ID Management 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
Lecture Recording 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
Network Shared Drives 0 0 0 15 0 0 0 0 1785 300 0 155 2255 99.62
PURE 0 0 0 0 0 270 0 15 0 0 0 0 285 99.95
Reporting + Analytics (BI Suite)
Reporting + Analytics (BI Suite)
  01-Aug (30) Boxi unavailalbe after restart
  19-Sep (30) BOXI unavailable
  05-Nov (30) BOXI unavailable
  16-Nov (100) BOXI unavailable
  22-Nov (90) BOXI unavailable
  26-Apr (285) BOXI unavailable
  09-May (180) BOXI unavailable

30 30 0 220 0 0 0 0 285 180 0 0 745 99.87
Timetabling 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
UniDesk
UniDesk
  06-Aug (15) Unidesk restart
  17-Aug (240) UniDesk unavailable
  03-Oct (15) UniDesk Outage
  10-Oct (600) UniDEsk problems
  11-Oct (30) UniDesk unavailable
  08-Jan (30) Shibboleth IdP replication issues
  09-Jan (25) UniDesk outage
  13-Feb (40) UniDesk Outage
  17-Apr (30) Central Auth issues
  24-Apr (15) Unidesk Outage
  24-Apr (10) Unidesk Outage
  06-May (60) Unidesk Outage and At Risk
  09-May (75) Shibboleth service unavailable
  14-May (30) UniDesk outage
  08-Jul (5) UniDesk performance issue - cards not saving.
  31-Jul (105) UniDesk authentication problems

255 0 645 0 0 55 40 0 55 165 0 110 1325 99.77
WebCentral 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
Worktribe 0 0 0 0 0 0 0 0 0 0 0 0 0 100.00
Colour Coding Definitions
% 99.9% up to 100% availability or up to 8.5 hours downtime in a year
% between 99.5% and 99.89% or between 8.5 and 44 hours downtime in a year
% below 99.5 or above 44 hours downtime
0 events occurring either entirely or partially outwith core hours (Mon - Fri, 5pm - 9am and all day Sat & Sun)

 

Notes Cause(s)
-------- ------------
June
01) Central Wiki Service was unavailable on 1 occasion. Due to an unknown cause. No investigation required.
02) Exchange mail and diary was unavailable on 2 occasions. Both due to the Data Protection Manager which provides backup and recovery for Exchange needing restarted. No investigation required.
03) Polopoly was unavailable on 1 occasion. Due to a Java proccess running out of memory. Under investigation.
May
01) Central Wiki Service was unavailable on 1 occasion. Due to an unknown cause. No investigation required.
02) Exchange mail and diary was unavailable on 1 occasion. Due to an unknown cause. Under investigation.
03) Moodle was unavailable on 1 occasion. Due to a restart to fix application errors. No investigation required.
04) E-Financials was unavailable on 2 occasions. Once to enable the Coldfusion DNS cache to be updated and once to apply fix to efinancials. No investigation required.
05) Network Shared Drives was unavailable on 1 occasion. Due to uninstalling update and restart of the server. No investigation required.
06) Polopoly was unavailable on 1 occasion. Due to restarting Polopoly server and rebuild University website cache. No investigation required.
07) UniDesk was unavailable on 2 occasions. Once due to upgrade of Shibboleth and increase of memory on server in preparation of UniDesk v5 upgrade and once due to issues with Edinburgh's Shibboleth login service. Under investigation.
08) BOXI were unavailable on 1 occasions. Due to lost connection to database due to short network outage. No investigation required.
April
01) Electronic Journals was unavailable on 1 occasion. Due to Central Auth issues. No investigation required.
02) Learn was unavailable on 1 occasion. Due to database restart to resolve memory issues with the Live database server. No investigation required.
03) Moodle was unavailable on 1 occasion. Due to Central Auth issues. No investigation required.
04) Central Authorisation Service was unavailable on 1 occasion. Due to a BDB issue on one node which caused an accumulation of DB locks on other nodes. No investigation required.
05) E-Financials was unavailable on 2 occasions. Both due to an unknown cause. Under investigation.
06) eRecruitment was unavailable on 1 occasion. Due to database restart to resolve memory issues with the Live database server. No investigation required.
07) Event Booking was unavailable on 1 occasion. Due to Central Auth issues. No investigation required.
08) Mobile Campus was unavailable on 1 occasion. Due to Central Auth issues. No investigation required.
09) Network Shared Drives were unavailable on 3 occasions. Twice due to server issues and once due to a check disk scan. No investigation required.
10) UniDesk was unavailable on 3 occasions. Once due to Central Auth issue and twice to restart to resolve loss of database mirroring. No investigation required.
11) BOXI was unavailable on 1 occasion. Due to an unknown cause. Under investigation.
March
01) Euclid was unavailable on 1 occasion. Due to an unknown cause. Under investigation.
02) Learn was unavailable on 1 occasion. Due to Turnitin being down. No investigation required.
03) Moodle was unavailable on 1 occasion. Due to Turnitin being down. No investigation required.
04) Staffmail was unavailable on 2 occasions. Once due to an unknown cause and once due to a restart to resolve a webmail performance issue. No investigation required.
05) E-Financials was unavailable on 1 occasion. Due to importing certificate and restarting Coldfusion 6 service. No investigation required.
06) Event Booking was unavailable on 1 occasion. Due to HR database being shutdown to allow cold backup. No investigation required.
07) Polopoly was unavailable on 1 occasion. Due to a restart to improve performance issues. No investigation required.
08) PURE was unavailable on 1 occasion. Due to a restart to improve performance issues. No investigation required.
February
01) Electronic Journals were unavailable on 1 occasion. Due to improving resilience of the ezproxy service and ensure access to a number of additional electronic resources. No investigation required.
02) Exchange mail and diary was unavailable on 2 occasions. Once to help resolve issues with exchange logging and once due to an unknown cause. Investigation complete.
03) Office 365 was unavailable on 1 occasion. Due to connection from University network being unavailable. No investigation required.
04) Ezproxy was unavailable on 1 occasion. Due to improving resilience of the ezproxy service and ensure access to a number of additional electronic resources. No investigation required.
05) Load Balancers was unavailable on 1 occasion. Due to improving resilience of the ezproxy service and ensure access to a number of additional electronic resources. No investigation required.
06) Hosted Websites was unavailable on 1 occasion. Due to an apache config error preventing the apache service from starting. No investigation required.
07) PURE was unavailable on 1 occasion. Due to a restart to see if it resolves indexing issues. No investigation required.
08) UniDesk was unavailable on 1 occasion. Once due to an aplication server restart to resolve peformance and accessibility issues. No investigation required.
January
01) Electronic Journals were unavailable on 1 occasion. Due to a network outage. No investigation required.
02) Exchange- mail and diary was unavailable on 9 occasions. Twice due to suspected network issues, three times due to heavy load on the servers since upgrade of router, once due to core router work at KB interupting the network connection, twice due to a problem with the Exseed Cluster and once to fix issues since recent router upgrade. Investigation complete.
03) Staffmail was unavailable on 1 occasion. Due to removing affected machines out of load balancer and restarting. Under investigation.
04) University Website was unavailable on 1 occasion. Due to restarting server free connections to database. No investigation required.
05) Event Booking was unavailable on 1 occasion. Due to replacing faulty hardware. No investigation required.
06) Polopoly (publishing) was unavailable on 2 occasions. Once due to server restart and once due to unknown cause. Under investigation.
07) PURE was unavailable on 3 occasions. Twice due to an application restart and once due to replacement of faulty hardware. No investigation required.
08) UniDesk was unavailable on 2 occasions. Once due to a network outage and once due to server restart. No investigation required.
December
01) E-Financials was unavailable on 1 occasion. Due to required maintenance patching. No investigation required.
02) EBIS was unavailable on 4 occasions. Twice due to workflow errors and twice to apply patches. No investigation required.
November
01) Kinetix was unavailable on 1 occasion. Due to various corporate systems being unavailable. Under investigation.
02) Learn was unavailable on 2 occasions. Once due to a database issue (no reoccurence is expected) and once due to various corporate systems being unavailable. Under investigation.
03) WebCT was unavailable on 1 occasion. Due to various corporate systems being unavailable. Under investigation.
04) Hosted Websites was unavailable on 2 occasions. Once due to restarting the server when it became unavalable and once due to various corporate systems being unavailable. Under investigation.
05) HR/Payroll was unavailable on 2 occasions. Once due to increasing memory settings and restarting the application and once due to restarting the application and database to free resources. No investigation required.
October
01) Learn was unavailable on 3 occasions. Once due to making a change in the properties file and restart of application servers, once to assign more storage space due to a process or job using a very large amount of space and once to address the latter issue. No investigation required.
02) Staffmail was unavailable on 1 occasion. Once due to a problem caused by an issue with Kerberos infrastructure. No investigation required.
03) E-Financials was unavailable on 1 occasion. Due to an unknown cause. Under investigation.
04) HR/Payroll was unavailable on 1 occasion. Due to a restart in order to release memory on the corporate database server. No investigation required.
05) UniDesk was unavailable on 3 occasions. Once due to a restart of the database server when Edinburgh, St Andrews, Abertay and Sheffield Hallam UniDesk instances became unresponsive, once when the UniDesk service at Edinburgh became unavailable and once to apply patches to fix issues with recent upgrade. No investigation required.
September
01) Exchange was unavailable on 1 occasion. Due to incorrect use of autodiscover services by client software. No investigation required.
02) Learn was unavailable on 5 occasions. Once due to increasing database space when limit reached, once due to restarting the database when it became unavailable, once due to a restart when the service bacame unavailable, once due to the database crashing and once to assign more memory to the database. Under investigation.
03) Library Catalogue was unavailable on 1 occasion. Due to issues related to record indexes. No investigation required.
04) MyEd was unavailable on 1 occasion. Due to improving database performance. No investigation required.
05) Staffmail was unavailable on 1 occasion. Due to a fix to the file system problem and the cyrus IMAP server metadata problem. No investigation required.
06) BOXI was unavailable on 1 occasion. Due to restarting of BOXI CMS application and bobj-live server. No investigation required.
August
01) Exchange was unavailable on 2 occasions. Once due to a restart of IMAP servers and once for Mac Mail and iCal connection update. No investigation required.
02) WebCT was unavailable on 2 occasions. Once due to license expiry and once to apply the new license key. No investigation required.
03) UniDesk was unavailable on 2 occasions. Once due restarting of the database and application servers to resolve issues affecting SHU and once to restart UniDesk Edinburgh when it became unavailable. No investigation required.