Compliance processing and agreements

Agreement is the container that customers use to evaluate how their service targets are performing over time. Compliance processing takes all the related service targets related to an agreement and look at its performance from the start of the compliance record till it ends. The formula used for each service target type varies as follow.

• Ticket-Based service targets: Met / (Met + Missed)
• Compliance Only: Met / (Met + Missed)
• Availability: Up Time/ (Up Time + Down Time)

Ignores Unknown time and counts all the time from all the records related to the service targets. All time calculations are done using Business Entity call.

• Performance-Monitoring: 100-(Down Time / (review period time- Unknown)

There is only one measurement record per service target. We know what the total time is at the start of the review period and this formula ensures that the percentage decreases from 100% as the measurement records down time and unknown time.

Availability is unable do this because one service target can include more than one measurement record.

When seeing the performance of an agreement that has not been completed, it should be viewed as "how has the agreement has performed so far," based on the number of records, and the availability of its asset/service. The review period is the compliance of the agreement for a segment of time independent of past or future data points.