3. Service Availability

Throughout 2008/2009 the aim was for EDINA services to be available 24 hours per day, seven days a week with a target of 99% uptime over a twelve-month rolling period.

All multimedia and bibliographic services achieved the 99% uptime with the exception of SUNCAT at 98.49% (scheduled downtime for maintenance resulted in three existing disks being replaced rather than upgraded, resulting in a longer period of downtime than planned).

The uptime for Digimap Collection services and components ranged from 97.45% – 98.85% and did not meet the target 99%, supporting the decision to replace the underlying GIS platform software. This new software was launched in September 2009 and it is anticipated that this investment will result in a corresponding improvement in service availability in the future.

The EDINA Helpdesk was staffed during normal office hours throughout the year and exceeded performance targets for query resolution.