Ti = Incident resolution time for an incident Ni = Number of NSW Government Data Centres impacted by that incident I = Severity 1 and 2 incidents Period of calculation Monthly Measurement unit Report Data source Help desk, monitoring tools, reporting tools Measurement responsibility Service provider Reporting frequency Monthly Internet services severity descriptions The definition of an incident will be based on the below table. This table defines the timeframe for response and resolution expected by the NSW Government. SEVERITY LEVEL SEVERITY LEVEL 1 SEVERITY LEVEL 2 SEVERITY LEVEL 3 DEFINITION Impact on service Service unavailable or Service seriously Service is impaired performance seriously impaired and impaired and not causing difficulty with not functional for functional for affected performing normal work multiple affected sites single or multiple sites for single site Impact on productivity NSW Government’s May result in lost May result in reduced and reputation business may directly productivity or may productivity but doesn’t result in significant jeopardise risk otherwise threaten risk additional exposure of management or management or service NSW Government or the provision of service to to public public to risk, or adverse the public impact on NSW Government’s reputation The service provider Continuously within Continuously within Within business must work to resolve business hours and business and until the incident is the incident outside business hours outside business hours resolved until the incident is until the incident is resolved resolved Available alternatives No readily available No readily available There is a readily alternative to perform alternative to perform available alternative e.g. work without service work without service manual workaround provider involvement provider involvement Examples Unavailability of access Unavailability of NSW Service impaired at one to the network of two or Government network site or network more physical locations, access by one site, or performance is or performance is performance is unacceptable degraded to the extent degraded to the extent that it does not allow
Ti = Incident resolution time for an incident Ni = Number of NSW Government Data Centres impacted by that incident I = Severity 1 and 2 incidents Period of calculation Monthly Measurement unit Report Data source Help desk, monitoring tools, reporting tools Measurement responsibility Service provider Reporting frequency Monthly Internet services severity descriptions The definition of an incident will be based on the below table. This table defines the timeframe for response and resolution expected by the NSW Government. SEVERITY LEVEL DEFINITION SEVERITY LEVEL 1 SEVERITY LEVEL 2 SEVERITY LEVEL 3 Impact on service performance Service unavailable or seriously impaired and not functional for multiple affected sites Service seriously impaired and not functional for affected single or multiple sites Service is impaired causing difficulty with performing normal work for single site Impact on productivity and reputation NSW Government’s business may directly result in significant additional exposure of NSW Government or the public to risk, or adverse impact on NSW Government’s reputation May result in lost productivity or may jeopardise risk management or provision of service to the public May result in reduced productivity but doesn’t otherwise threaten risk management or service to public The service provider must work to resolve the incident Continuously within business hours and outside business hours until the incident is resolved Continuously within business and outside business hours until the incident is resolved Within business until the incident is resolved Available alternatives No readily available alternative to perform work without service provider involvement No readily available alternative to perform work without service provider involvement There is a readily available alternative e.g. manual workaround Examples Unavailability of access to the network of two or more physical locations, or performance is degraded to the extent Unavailability of NSW Government network access by one site, or performance is degraded to the extent that it does not allow Service impaired at one site or network performance is unacceptable
telecommunications_-_internet_standard_v2.0_final.docx