Availability Metrics

Nextian keeps track of availability statistics for services and elements providing account managers with an instant insight into services’ uptime information directly in the CRM. Availability is a statistical value while Operational Status is a current value, i.e., service availability may be high, e.g., 99.9% but the service may currently be down.

The calculation logic is as follows:

1. Element probing is performed by the Nextian RMM; element operational status and availability statistics are updated in the RMM.
2. Nextian RMM determines operational status of services based on statuses of individual elements making up the services (a service or element is considered as available only when its operational status is Up).
3. Availability statistics are re-calculated in the RMM and pushed to the Salesforce as aggregate values for Last 24 Hours, Last 7 Days, Last Year and Prior Month periods.

Availability statistics are presented in the Service → Details view:

The rationale behind such a simplified availability model in Salesforce is as follows:

1. It is easy to understand by CRM users (account managers, sales reps and others).
2. Enables meaningful, data-based conversations with customers, while reducing required Salesforce storage (additional Salesforce storage costs extra).
3. The detailed information is still available in the Nextian RMM.

Availability information is stored in Availability_Metric__c objects updated by the RMM.

Availability timeline

In addition to availability statistics Nextian also displays availability history. The history can be thought of as a timeline of operational status changes and is available for both services and elements for the last 30 days (30 days limit is enforced to minimize Salesforce storage requirements). Availability history is presented in the Service → Availability Timeline view:

Availability history is stored in Service_History__c objects updated by the RMM.