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SOLICITATION # CH16012 <br />providing daily service -quality data on a public website (http://trust.salesforce.com), Salesforce <br />proves that it is a leader in availability. And by making its track record completely transparent, <br />salesforce.com proves it is worthy of customers' trust. <br />A few metrics that we maintain (and publish publicly via our trust.salesforce.com website) are: <br />-Daily Transaction Counts <br />-Daily Transaction Speeds <br />Salesforce is hitting almost 4 billion transactions a day. These transactions are a mix of user <br />interacting with the system and API calls where other systems are bi-directionally interacting with <br />Salesforce. <br />Our Average Transaction Time hovers between 150 and low 200 milliseconds. <br />Some additional published metrics are uptime & availability, planned maintenance windows, and <br />any performance degradation. <br />The Purchasing Entity can view all of this information and more by going to trust.salesforce.com. <br />Customers can also log a case to request system uptime reports for the last 6 months and last 12 <br />months, however, system reports are not automatically distributed. <br />ServiceNow <br />Administrators can view a wide range of performance metrics for their instance and for the <br />machine on which the instance is running, displayed in a graphical format. <br />Add these graphs and their controls to a home page to monitor the performance of instances. <br />Some of these graphs are intended for use by ServiceNow Technical Support to troubleshoot <br />performance issues or help tune your system for maximum efficiency. Each graph enables admins <br />to filter the data by using different measurements, such as maximum and minimum values, means, <br />and medians. The available graphs reflect performance in eight functional areas of ServiceNow. <br />-Database <br />-Discovery <br />-Disk Partitions <br />-Linux Stats <br />-Logging <br />•MySQL Overview <br />-Node Metrics <br />-Replication <br />-ServiceNow Servlet <br />Docusign <br />For real-time data, please visit the DocuSign Trust site (trust.docusign.com) for additional <br />information. <br />SAP <br />Ariba <br />We provide a monthly report to customers describing the system availability <br />percentage. Depending on the cloud service, these reports are made available <br />either by email, through the cloud service or through an online portal. <br />Fieldglass <br />Fieldglass executes comprehensive performance testing prior to each release <br />to production. Performance testing is executed in accordance with the <br />Fieldglass Performance Testing Standards document. Types of testing <br />performed include regression, load, stress, and endurance. Results are <br />reviewed and approved by senior members of development, QA, IT, and the <br />Chief Architect. Our standards document can be shared upon request while <br />under NDA. <br />During peak periods, Fieldglass will see 12,000 concurrent users with page <br />response times averaging 400-700ms. Across all of 2015, we have a 99.4% <br />success rate in meeting or exceeding all monthly customer SLAs for page <br />response times. <br />Hanna <br />Performance reports on HEC are available to the customer via the SAP One <br />Portal page. It provides the customer among other things: operational info <br />about systems being managed, incident management, security management, <br />user specific settings, planned downtime, etc. <br />carahsoft 149 carahsoft <br />