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Information Technology Service Availability Metrics

Review of Retail and Wholesale Systems Performance, Transaction Processing, and Infrastructure Issues for September 15, 2009. Detailed analysis of service level targets, outages, and availability metrics. Presented by IT Account Manager, Trey Felton.

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Information Technology Service Availability Metrics

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  1. Information TechnologyService Availability Metrics Trey Felton IT Account Manager COPS/RMS September 2009

  2. Agenda • Retail and Wholesale Systems Performance • Retail Transaction Processing – August performance was 98.68%. This was below the service level target of 99.9% • TML – August performance was 98.29%. This was below the service level target of 99% • TML Report Explorer – August performance was 99.20%. This was above the service level target of 99% • Retail API – August performance was 98%. This was below the service level target of 99% • MarkeTrak – August performance was 100% September 15, 2009

  3. Agenda • Retail Systems Issues • 8/16/09 – Infrastructure issue – Server that hosted the databases became unresponsive resulting in outage. Root cause analysis is in progress. Server was shutdown and all systems were restarted to restore the service – 213 Minutes • 8/10 – Database issue – Database performance degraded following an update of query optimization statistical model, resulting in connection timeout and / or slow response. Previous version of the model was restored to recover the performance. Subsequent models worked without issues – 435 Minutes • 8/9 – Infrastructure issue - A hardware failure caused by a configuration issue following a scheduled maintenance impacted the network, resulting in an unplanned outage. Configuration was updated to restore the service – 271 Minutes • 8/2 – Planned maintenance outage overrun – Due to a batch overrun prior to the start of a planned maintenance outage, the maintenance outage started late and resulted in an overrun of the prescribed window – 72 Minutes September 15, 2009

  4. 2009 Net Service Availability September 15, 2009

  5. August 2009 Net Service Availability September 15, 2009

  6. Retail Transaction Processing Availability Summary September 15, 2009

  7. TML Availability Summary September 15, 2009

  8. MarkeTrak Availability Summary September 15, 2009

  9. TML Report Explorer Availability Summary September 15, 2009

  10. Retail API Availability Summary September 15, 2009

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