Service Outage Analysis

An outage analysis is conducted of the service impacted. Two areas are assessed. Each area has a maximum score of 4 and service outage is the score of all areas represented as a percentage.

• Period - The measurement is based on elapsed time.
• Consequence - determined by financial means or business perceptions

Measurement scale

Service period classification

• (4) Critical - App, server, link (network or voice) unavailable for greater than 4 hours or degraded for greater than 1 day – negative business delivery for more than 1 month.
• (3) Major - App, server, link (network or voice) unavailable for greater than 1 hour or degraded for greater than 4 hours - negative business delivery for more than 1 week.
• (2) Moderate - App, server, link (network or voice) unavailable for greater than 30 minutes or degraded for greater than 1 hour - negative business delivery for more than 1 day.
• (1) Minor - App, server, link (network or voice) unavailable greater than 5 minutes or degraded for greater than 30 minutes - negative business delivery for more than 1 hour.
• (0) Low (default) - App, server, link (network or voice) unavailable for less than 5 minutes or degraded for less than 30 minutes - negative business delivery for less than 1 hour.
  
  

Service consequence outage classification

• (4) Critical - Financial loss, which puts a business unit in a critical position - greater than $10m or substantial loss of credibility or litigation or prosecution or fatality or disability.
• (3) Major - Financial loss which severely impacts the profitability of a business unit - greater than $1m or serious loss of credibility or sanction or impairment.
• (2) Moderate - Financial loss which impacts the profitability of the business unit, greater than $100k or embarrassment or reported to regulator or hospitalization.
• (1) Minor -Financial loss with a visible impact on profitability but no real effect, greater than $10k or some embarrassment or rule or process breaches or medical treatment.
• (0) Low (default) - Financial loss with no real effect, less than R50k or irritating or no legal or regulatory issue or no medical treatment.

Example

• The period is rated as 3 - Major - App, server, link (network or voice) unavailable for greater than 1 hour or degraded for greater than 4 hours.
• The consequence is rated as 2 - Moderate - Financial loss which impacts the profitability of the business unit, greater than $100k or embarrassment or reported to regulator or hospitalization.
• The score is thus 5 out of a max of 8 = 63%

Read about the Major Incident Process here.