Ohio University

Service Metrics

The Websites Service publishes statistics and metrics regarding the service's performance. Use the links below to jump to the different sections:

Service Metrics

Service availability is tracked on a fiscal year basis and shown as a percentage of total time available based on a 24/7/365 schedule. Ticket response and resolution times are tracked on a monthly basis, reporting the average time in hours.

Service Availability:

2018-2019: 99.8818%

Incidents:

Period Response Time (High Priority) Resolution Time (High Priority) Count Response Time (Normal Priority) Resolution Time (Normal Priority) Count
2018‑12 0.42 hours 4.62 hours 1 1.76 hours 7.46 hours 21
2019-01 1.77 hours 6.06 hours 3 0.93 hours 3.19 hours 21
2019-02 2.36 hours 4.57 hours 3 1.79 hours 5.24 hours 12
2019-03 0.33 hours 0.33 hours 1 1.47 hours 4.80 hours 14
2019-04 0 hours 0 hours 0 2.27 hours 7.44 hours 12

Service Requests:

Period Response Time (High Priority) Resolution Time (High Priority) Count Response Time (Normal Priority) Resolution Time (Normal Priority) Count
2018‑12 3.34 hours 4.76 hours 1 4.89 hours 27.87 hours 97
2019-01 1.34 hours 1.63 hours 5 5.83 hours 12.55 hours 105
2019-02 1.77 hours 11.84 hours 3 6.41 hours 21.99 hours 106
2019-03 2.24 hours 5.04 hours 3 4.23 hours 23.39 hours 93
2019-04 0.45 hours 4.48 hours 4 3.89 hours 9.54 hours 66

 

Web CMS Hour Allocation & Usage, Spring 2019:

Planning Unit Hours Allocated Hours Used Hours Balance
ARTS AND SCIENCES 173 0.5 172.5
ATHENA 20 0 20
ATHLETICS 23 0 23
BUSINESS 124 0 124
CAMPUS RECREATION 20 0 20
CHILLICOTHE 59 0 59
COMMUNICATION 87 56 31
DINING 26 0 26
DIVERSITY AND INCLUSION 20 4.75 15.25
EASTERN 36 0 36
EDUCATION 80 0 80
ENGINEERING 91 0 91
ENROLLMENT MANAGEMENT 23 9 14
EXEC DEAN REGIONAL CAMPUSES 20 0 20
FINE ARTS 55 2 53
GRADUATE COLLEGE 20 0 20
HCOM ATHENS 45 10.5 34.5
HCOM CLEVELAND 27 0 27
HCOM DUBLIN 27 0 27
HEALTH SCIENCES (CHSP) 199 3 196
HONORS 20 0 20
HOUSING 21 0.75 20.25
INFORMATION TECHNOLOGY 24 1.75 22.25
INSTRUCTIONAL INNOVATION 21 0 21
ISFS 20 0 20
KENNEDY MUSEUM 20 0 20
LANCASTER 60 0 60
LIBRARY 22 22 0
MARKETING 20 0 20
OGAIS (International Studies) 25 0 25
PRESIDENT 21 11.5 9.5
PROVOST 21 0.5 20.5
SOUTHERN 56 0.75 55.25
UNIVERSITY COLLEGE 73 0.5 72.5
VOINOVICH 25 0 25
VP FINANCE & ADMINISTRATION 240 10.85 229.15
VP OF ADVANCEMENT 22 0 22
VP OF RESEARCH 22 0 22
VP OF STUDENT AFFAIRS 23 4.58 18.42
WELLWORKS 20 0 20
WOUB 21 0 21
ZANESVILLE 51 0 51

 

Incident Reports

When an incident impacts the Websites Service Level Agreement, it is documented and published here.

April 12, 2019: Web CMS Path Aliasing at Root
Duration: 3 hours, 20 minutes
Impact: Multiple site outages
Description: A planned system enhancement implemented the previous night caused an unforeseen issue where users were able to create nodes at the root path, causing URL paths to be changed for all nodes. All sites were put into maintenance mode for the duration of the outage until the enhancement was rolled back and the URL path data corrected. The ohio.edu homepage and admissions pages were cached and available throughout the outage.