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2010 IT Service Delivery Report: Outages, Availability Metrics, and Recovery Highlights

This report from Trey Felton, Manager of IT Service Delivery, outlines the service availability of Retail and Market Operations for December 2010. Key findings highlight that SLA targets were met for all systems except during off-business hours. A significant outage resulted from a hardware failure in the Taylor Data Center, causing a 719-minute outage for retail processing and a 155-minute outage for MarkeTrak. Recovery issues were noted, but protocol operations remained unaffected as outages occurred over the weekend.

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2010 IT Service Delivery Report: Outages, Availability Metrics, and Recovery Highlights

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  1. Information Technology Report Trey Felton Manager, IT Service Delivery

  2. Highlights • Service Availability: • Retail and Market Operations SLA targets were met for all systems except for off-business hours retail transaction processing • Hardware Failure and Site Failover (12/11) • Failed memory in a major server frame in the Taylor Data Center caused an extended outage of several applications • 719 minute outage of Retail processing and 155 minute outage of MarkeTrak • After the recovery, NAESB was incorrectly restarted and outbound transactions were not sent until 9:58AM the following morning • Neither of these outages affected protocol as they occurred over the weekend.

  3. 2010 Net Service Availability (Retail and Market Ops)

  4. 2010 Data Center Availability

  5. December 2010 Net Service Availability

  6. December 2010 Data Center Power Availability

  7. Retail Transaction Processing Availability Summary (cont’d.)

  8. MarkeTrak Availability Summary

  9. TML Report Explorer Availability Summary

  10. Retail API Availability Summary

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