System Maintenance Windows

Modified on Mon, 22 Apr at 1:41 PM

This section describes the maintenance windows for TIC Systems IMS System and summarizes what is included and excluded from the system uptime calculations.

Reason	Description	Maintenance Window
Scheduled Maintenance Windows	Period during which the System will be unavailable to allow scheduled maintenance to be performed. Will be used for scheduling: Planned System Improvements (major uploads as described below); High priority Emergency System fixes or patches that require the System to be off-line for a period of time; or High priority infrastructure patches or swaps as required to ensure security and/or System reliability that require the System to be off-line for a period of time. This is not considered downtime in System Uptime calculations.	i) Saturday 15:00 to 19:00 UK time ii) Other times mutually agreed upon between TIC Systems and the Customer iii) Other times with at least 5 days' notice to Customer, such times to be chosen to attempt to minimize disruption to the Customer and its Users
Customer Requested Downtimes	Customer may request a service downtime. This is not considered downtime in System Uptime calculations.	N/A
Unscheduled Downtimes	Occasionally, an unscheduled interruption will occur. In these cases TIC Systems will make all reasonable efforts to advise the Customer of the incident immediately. TIC Systems will provide regular status reports through the appropriate Customer contacts. Unscheduled Downtime is considered a priority level 1 or 2 support request. This is considered downtime in System Uptime calculations.	N/A

Reason

Description

Maintenance Window

Scheduled Maintenance Windows

Period during which the System will be unavailable to allow scheduled maintenance to be performed.

Will be used for scheduling:

Planned System Improvements (major uploads as described below);
High priority Emergency System fixes or patches that require the System to be off-line for a period of time; or

High priority infrastructure patches or swaps as required to ensure security and/or System reliability that require the System to be off-line for a period of time.

This is not considered downtime in System Uptime calculations.

i) Saturday 15:00 to 19:00 UK time

ii) Other times mutually agreed upon between TIC Systems and the Customer

iii) Other times with at least 5 days' notice to Customer, such times to be chosen to attempt to minimize disruption to the Customer and its Users

Customer Requested Downtimes

Customer may request a service downtime.

This is not considered downtime in System Uptime calculations.

N/A

Unscheduled Downtimes

Occasionally, an unscheduled interruption will occur. In these cases TIC Systems will make all reasonable efforts to advise the Customer of the incident immediately.

TIC Systems will provide regular status reports through the appropriate Customer contacts.

Unscheduled Downtime is considered a priority level 1 or 2 support request.

This is considered downtime in System Uptime calculations.

N/A