1. User's Guide
  2. Key Concepts
  3. Availability Metrics

Availability Metrics

Oracle Pulse presents the latest representation of availability for your organization's services at the time of calculation. This section defines how Oracle calculates these metrics, and highlights any assumptions underlying the values presented in Oracle Pulse.

Availability is a defining principle of ITIL service delivery, and Oracle services follow ITIL principles for calculating availability. Following these principles, availability is the percentage of time when a production service is operating as expected. In practice, this means that end users can log in and perform all business transactions.

Availability calculations take into account only unplanned complete outages for your production environments, for which Oracle is responsible. Such outages mean that end users experience total loss of service - they cannot log in or perform any business transactions. Users logged in when the outage starts cannot complete current actions. If the customer organization is responsible for restoring service - for example, carrying out necessary repairs - the outage is not included in availability calculations.

These calculations also exclude planned maintenance outages for your production environments, where the outage occurs at an agreed date and time due to regular maintenance or a customer change request.

If isolated business transactions cannot be completed in your production environments, but other service transactions can be performed, this is considered a service interruption and does not affect availability calculations.

The Pulse Dashboard summarizes information about the uptime and the count of unplanned outages that occurred in your production environments, as well as information about the total duration of unplanned complete outages, service interruptions and planned production maintenance outages for the current month or for the month indicated. For more information, see the Analyzing Systems' Availability section in Checking the Performance of Your Services.

The Availability dashboard at Customer and Service Level summarizes information about the availability of your organization's production environments for the specified time interval, allowing you to: