High-level Work Flow (Contract Up Time)
This section provides a high-level overview of the Contract Up Time calculation process. It helps you to understand the available configuration options and how they help to qualify the records for the calculation of the metric. This metric is calculated based on the Service/Maintenance contract object.
1. The system determines the records belonging to which time frame should be considered for metric calculation. The system picks up the records based on the following filters.
• Records that were created/modified within ‘n’ days prior to the SPM engine execution date for computing the metric, where 'n' is the value of global setting SET003. The default value of SET003 is 365 days. You can update/edit the value of SET003 as required.
• The Last Modified Date of the record is greater than the last execution time of the SPM Engine. The system picks up only the records which satisfy these criteria.
2. Define the inputs to be used in metrics calculation. Select the source for Downtime. Choose Work Order if Configuration downtime should be considered as the difference in time between the configured Created On and Fixed On dates Work Order fields, or Down Time if downtime should be taken from the Downtime records associated with the work order.
3. Use the object mapping section to define the object mapping for this metric. You need to select the source for Installed Product, and Business Hours fields.
4. Use the criteria tab to qualify the records for metric calculation. Select the expression to qualify the Service Contract for metrics calculation. Select the SFM expression as required. Make sure the contract is valid during the previous month.
5. Select the expression to qualify the Covered Product for metrics calculation. In addition to qualifying contracts, users can qualify for covered products that are associated with the Installed Products. Using the expression to qualify covered products, users can set the criteria to filter covered products that have active coverage or filter out canceled covered products.
6. Select the expression to qualify work orders for this metric. The qualifying Work Orders which meet the additional criteria (service/maintenance contract that meets the criteria, installed products that meet the qualified covered product criteria ) are only qualified for calculation.
One SPM Down Time record is created per each covered installed product. The system calculates the guaranteed UP Time in minutes for the previous month by finding the difference between the Start and End dates of the Contract and calculating it with the applicable business hours. The Up Time per month is calculated using the following formula:% of uptime of an installed product covered by a contract = ((Guaranteed Up Time – Total Down Time) ÷ Guaranteed Up Time) x 100.
You can use the Reports and Dashboards to visualize the percentage of Contract Up Time based on various categories.