Hours of Service Definitions

Supported Hours

During this time, the service is expected to be fully operational and personnel will be available to repair the service in the unlikely event the service becomes unusable or degraded. This definition describes hours of support for the service itself, not necessarily the hours for help with user problems.

Extended Hours

The service should be up and available for use, but if a problem arises that interrupts or degrades the service, no one will be available or on call to fix the problem. Service personnel will be dispatched to repair the service during 'Supported Service Hours'.

Maintenance Hours

This time is reserved in case unscheduled maintenance is needed. The service may be available; however, you should not plan on being able to access the service during this time. Examples of unscheduled maintenance include the installation of software, security updates, and hardware replacement.

No-Service Hours

During this time, regular scheduled maintenance is performed on the system, and the service is definitely not accessible. An example of regular scheduled maintenance would be weekly database consistency checks.