General
The M1x platform’s loosely-coupled architecture is designed to avoid connectivity issues inherent in Mobile Solutions i.e.:
The Mobile Application can be used on the Mobile Devices without wireless/mobile data connectivity once logged in (subject to apps)
The Mobile Application can function for limited periods where the back-end connectivity has failed.
The extent to which this is supported by the mobile-application is defined in its functional specification.
Platform Availability
The M1x platform is hosted in a managed data centre. Coins ERP+ actively monitors the platform availability within the hours of service and to taking reasonable steps to ensure the service meets an availability target of 99% as measured at the Coins ERP+ data centre calculated as follows:
Where:
A (Availability) = calculated availability that is monitored against the target.
TSH (Total Service Hours) = see Service Notification Pack for definition.
TSDT (Total Scheduled Down-Time) = total hours where platform is intentionally not available – see below.
TUDT (Total Unplanned Down-Time) = total hours where platform is unintentionally not available – see below.
In making these calculations, the calculation first 15 minutes of unplanned down-time in any 12 hour period does not count towards TUDT. Availability will be calculated on a monthly basis.
Unplanned Down-Time
Unplanned down-time is defined as time where mobile workers are unable to use the application through CAT1 failures of the MobileOne platform or a Mobile-application as described in section 3.
Only down-time that is directly under the control of Pervasic is included in this figure. Issues not under the control of Pervasic include but are not limited to:
Capacity, coverage or failures of wireless operator networks.
Capacity or failures in Wireline Network connectivity not provided by Pervasic.
Failure of any equipment or service not provided by Pervasic.
Unavailability or performance limitations in customer’s backend application.
Changes made to the customer’s backend applications that affect the service including functionality, interfaces, security policy, firewalls etc.
5 Capacity, Resilience and Security