User Guide › Service Level Management › Exceptions

Exceptions

You can define periods of downtime that do not count towards calculations of service levels, contract deviations or incurred penalties. These periods, called exceptions, enable the service provider to exclude downtime that is beyond immediate control, such as a power failure. Exceptions also enable the service provider to take down the system to perform upgrades or repairs that were agreed upon with their contract parties, without being concerned that the downtime impacts the contracts they have with them.

In keeping with the approach of full transparency, all new exceptions and all modifications to existing exceptions must be justified in writing before they can be implemented. This enables contract parties to know exactly what time period was excluded from any report and for what reason. In addition, while exceptions can be deactivated, they cannot be deleted from the system. This enables the complete history of the exception to be available for reference at any time.

Note: An exception only has an effect on the calculation results if it is being handled in business logic, as indicators, (e.g., OnTimeSlotEnter and OnTimeSlotExit).

Clicking Exceptions displays the Exceptions page, which enables you to add exceptions to contracts signed with contract parties.