SLA & Downtime of Companies House Website & User Services

Jamie Dan made this Freedom of Information request to Companies House

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The request was successful.

Dear Companies House,

Please can you provide the following details as high level information. (No low level detail is required)

1) Number of severity 1 and severity 2 incidents which have impacted the companies house website and underlying user services in the last 12 months?

2) What are the SLA's in place for uptime (per severity type), including incident response and incident resolution for the Companies House website and user services?

3) How much unexpected (unplanned) downtime for the companies house website & user underlying services has been experienced in the last 12 months?

4) What is the expected (planned) downtime experienced in the last 12 months for the companies house website & user underlying services?

Yours faithfully,

Jamie Dan

Information Rights, Companies House

Dear Mr Dan

 

Thank you for your email of 5^th March 2018. Your request has been dealt
with in accordance with the Freedom of Information Act 2000.

 

Please find below the information you have requested.

 

1. Number of severity 1 and severity 2 incidents which have impacted the
companies house website and underlying user services in the last 12
months?

 

The following service downtime incidents have occurred in FY 17/18;

 

April, 1 incident. 

June, 1 incident.

July, 1 incident.

October, 2 incidents.

January, 1 incident.

 

The above is the full list of all severity 1 and 2 incidents that have
occurred based on mapping severity 1 to “Urgent” and severity 2 as “High”
in the grid below.

 

 

Priority Response/Fix Time Update Provided Examples
Urgent 15minutes/1 hour Every 15 minutes Critical impact on core
service/public target
High 15mins/2 hours Every 30 minutes Core service affected and/or
key public targets compromised
Medium 30mins/4 hours Every 2 hours Multiple people affected, no
key public targets compromised
but service to external
customer impacted
Standard 1hour/16 hours Every 8 hours Affecting 1 person, no
key/public targets compromised

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 2. What are the SLA's in place for uptime (per severity type), including
incident response and incident resolution for the Companies House
website and user services?

 

     The targets for incident resolution from the SLA are shown in the
table above.

 

 

 3. How much unexpected (unplanned) downtime for the companies house
website & user underlying services has been experienced in the last 12
months?

 

5 Hours 39 Minutes (339 Minutes)

 

 4. What is the expected (planned) downtime experienced in the last 12
months for the companies house website & user underlying services?

 

 

           89 Hours 20 minutes  (5360 Minutes)

 

Our services can generally be modified or updated without interruption to
the service. Due to this we do not have a schedule of planned downtime in
place. We do however sometimes inform customers in advance by way of
notices on the public services of higher risk system change that is taking
place, we define this as a maintenance window and don’t count the outage
as downtime. 20 minutes of planned downtime occurred as a result of this
type of maintenance window in the last 12 months.

 

89 hours of planned downtime occurred in order to replace an at risk core
power infrastructure component supporting the main power supply into our
Cardiff site.

 

I hope this will satisfy your enquiry, however if you are dissatisfied
with the result of your request for information you may request an
internal review within two calendar months of the date of this email. The
case will be reviewed by a senior member of staff who has had no previous
involvement in this case.

 

Please remember to quote the reference number above in any future
communications.

 

If you are then not content with the outcome of the internal review, you
have the right to apply directly to the Information Commissioner for a
decision.  Further information can be found at [1]www.ico.org.uk

 

Yours sincerely

 

Information Rights Team

Companies House

 

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