Can we End Work Time Faces?

The percentage of uptime in technology industry has been recognized as the basic indicator of service quality for many years. However, it was started to be asked how meaningful this civilisation is really. Jim Nielsen’s recent analysis points out that the uptime percentage does not carry value from a figure that service providers use for marketing purposes.

Key points that reveal the problem are:

• Can be misleading numbers on the face: Although there is theoretically less difference between 99.99% uptime and 99%,90% uptime, experience in terms of user significantly differed Tags
• Registration time type is important: With planned maintenances, sudden malfunctions are victims from the wrong location of users who put into the same category
• Regional differences are ignored: Problems in certain geographies in global services can be lost in aggregate figures
• Definite time details hide: 2 hours downtime with 5 minutes downtime can lead to similar results, despite dramatic differences in both total and impact
• Management metrics are incompatible with business metrics: Technical uptime figures can stay in relation to customer’s actual service experience

The discussion of the author reveals that cloud infrastructure and SaaS providers should turn to more transparent reporting systems. Uptime is recommended to take more detailed metrics such as location, downtime, affected areas, number of users and functional impact analysis. This approach will create a healthier communication environment for both service providers and customers and will make service quality assessment more realistic.