Business Context for Contract Up time
Uptime % of installed products covered by contracts is an important metric, as it can have a huge impact on Service Contract terms, including SLA commitments. Measuring this requires the collection of data pertaining to down time of each covered installed product over a period of time. Measuring this on a monthly basis provides a reasonable average at frequent intervals, to monitor & predict the health of installed products, refine the Service Contract terms/ SLA Terms to be more realistic & profitable, and determine another relevant plan of action.
Contract UpTime is calculated per month as follows:
% of uptime of an installed product covered by a contract = ((Guaranteed Up Time – Total Down Time) ÷ Guaranteed Up Time) x 100
Ability to measure separately the downtime caused by preventive maintenance aids in getting an accurate read about the product issues. Aggregating and analyzing the uptime data at the account and customer location level present a useful view of customer experience across installed products. This helps manage marquee customers with a better focus and strategic approach. This can also point out any location-specific issues.