Service Availability The target Availability levels that the IT Provider will seek to deliver within the agreed service hours (normally expressed as a percentage – e.g. 99.5%).
ICT Reference Group Guidelines for DaO in ICT at the Country Level Page 40 of 59 Agreed details of how this will be measured and reported, and over what agreed period. Reliability The maximum number of service breaks that can be tolerated within an agreed period (maybe defined as number of breaks e.g. 4 per annum, or as a mean-time-between-failure (MTBF)). Definition of what constitutes a break and how these will be monitored and recorded.
