Title: SLA INTRANET/EXTRANET
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1 POLICY: Intranet/Extranet availability and response time will be monitored, tracked, and recorded by the Manager of I Net Development to: Insure that acceptable performance of the intranet and extranet is maintained. Measure compliance with Applications SLA 1.2.8, Intranet/Extranet Availability and Applications SLA 1.2.9, Intranet/Extranet Response Time. SCOPE: This policy applies to Managers or Leads responsible for the production intranet ( Connect) and the production extranet. DEFINITIONS: Intranet: The intranet is comprised of web sites and applications that are inside the corporate firewall and are accessible only to users directly connected to the network. Intranet resources are not accessible from the internet. Extranet: The extranet is comprised of websites and applications that are placed behind the corporate firewall and are only accessible through the firewall by users with appropriate security clearance regardless of whether they are coming from the intranet inside the firewall or the internet outside the firewall. Response Time: Response time from transaction to execute from when it enters the Supplier s Web Server until it exits the Supplier s Web server. Downtime: Elapsed time of an outage is measured from the time a server is unavailable for processing until it is available for processing, excluding scheduled downtime. PROCEDURE: Action 1. Using the web monitoring tool on the production servers ( ), gather the web availability and response time statistics for each production web server daily. 2. Record the daily web availability and response time statistics on the web monitoring log (see the web Monitoring Process Flow for detail instructions). 3. At the end of the month, report the number of unscheduled downtimes, the percentage of availability, the average response time, and the percentage of transactions less than 3 seconds and less than 5 seconds to the SLA reporting system. Responsible Party I Net Manager I Net Manager I Net Manager AD-023 SLA Intranet Extranet 9/8/2015 Page 1 of 9
2 RELATED PROCEDURES: Service Level Agreement Policies and Procedures AD-019 through AD-029 ATTACHMENTS: Attachment A: Web Monitoring Log for Availability Sample Attachment B: Web Monitoring Log for Response Time Sample Attachment C: Web Monitor Report for Availability Sample Attachment D: Web Monitor Report for Response Time Sample POLICY EXCEPTIONS: Date # Description Justification Signature AD-023 SLA Intranet Extranet 9/8/2015 Page 2 of 9
3 WEB MONITORING PROCESS FLOW: 1. Bring up the web monitor: 2. Under View Statistics, select Select by Server 3. Select Downtime 4. Select View for the server to be monitored ( ) 5. Select Change Report 6. Select the date to be monitored 7. Select View Report 8. Determine the number of downtimes and the length of the downtimes from the Downtime Summary [A] and downtime graph of the monitor report. If there were downtimes, review the Active Query information to determine the number and length of the downtimes. Determine whether each down was scheduled or not, then record the number of downtimes, the total length of the downtimes, and the number of unscheduled downtimes in the appropriate cells of the downtime sheet of the Monitor Log. Record the reason for the down in the comments column. 9. Select Change Report 10. Select Response Time Report 11. Select View Report 12. Record the Average Response Time time from the Response Time Summary [B] in the appropriate cell in the response time sheet of the Monitoring Log. 13. Review the response time graph on the monitor report to determine if there was any response time spikes over 3 seconds. If not, record 100% for the appropriate date in the %< 3 seconds and the %< 5 seconds columns in the response time sheet of the monitoring log. If there were, go to the detail chart of the monitor report to determine the length of the response spike and if there was a period over 5 seconds. Divide the length of the spike in seconds by 86,400 and subtract from 100 to get the percentage of transactions < 3 and < 5 seconds. 14. Return to step 2 and repeat the process for the other production server. 15. If there were any simultaneous unscheduled downtimes of both servers, record the length of the downtimes and compute the percentage availability, otherwise enter 100% in the appropriate cell of the downtime sheet of the Monitoring Log. AD-023 SLA Intranet Extranet 9/8/2015 Page 3 of 9
![Determine the number of downtimes and the length of the downtimes from the Downtime Summary [A] and downtime graph of the monitor report.](/docs-images/44/17158880/images/page_3.jpg "If there were downtimes, review the Active Query information to determine the number and length of the downtimes.")
4 POLICY IDENTIFICATION Policy Title: SLA Intranet/Extranet Category: Service Level Agreements Original Date: Author: Approved By: Title Signature Stakeholder Representatives Executive Executive REVIEW/REVISION HISTORY Version Date Changes (Y or N) Description of Change (section and description) Review/Revision by Revision(s) approved by Title Signature Title Signature 1.0 N/A Initial document AD-023 SLA Intranet Extranet 9/8/2015 Page 4 of 9
5 Attachment A: Web Monitoring Log for Availability Sample AD-023 SLA Intranet Extranet 9/8/2015 Page 5 of 9
6 Attachment B: Web Monitoring Log for Response Time Sample AD-023 SLA Intranet Extranet 9/8/2015 Page 6 of 9
7 Attachment C: Web Monitor Report for Availability Sample A AD-023 SLA Intranet Extranet 9/8/2015 Page 7 of 9
8 AD-023 SLA Intranet Extranet 9/8/2015 Page 8 of 9
9 Attachment D: Web Monitor Report for Response Time Sample B AD-023 SLA Intranet Extranet 9/8/2015 Page 9 of 9
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