[Elluciansupport] 9/30 Recruiter Incident Report

Tue Oct 6 08:46:43 CDT 2015

Hi everyone - Rose asks a good question - wanted to reply to all so all would be informed.

The service level agreement (SLA) for Recruiter SaaS stipulates that credits are issued for outages that exceed 0.5% of the availability period in a given month.  That equates to 217 or more minutes of outage before the first level of credit kicks in (see table below for the credit schedule).  Because this outage was less than that threshold (the issue was resolved in Production at the 159 minute mark) there is no credit issued.

Please let me know if any questions about this policy or the outage.

[cid:image005.png at 01D1001B.E7A62F40]

Trent Schneider | Engagement Manager | ellucian(r)  | O:+1.570.704.5634 | M:+1.610.858.0491| trent.schneider at ellucian.com<mailto:trent.schneider at ellucian.com> | www.ellucian.com

CONFIDENTIALITY: This email (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this email in error, please notify the sender and delete this email from your system. Thank you.

From: Guyer, Rose M [mailto:guyerr at winthrop.edu]
Sent: Tuesday, October 6, 2015 7:50 AM
To: Schneider, Trent
Cc: recruitersupport at aims.edu; RecruiterSupport at washburn.edu; elluciansupport at aacc.edu; elluciansupport at gtc.edu; Recruiter-notifications at lafayette.edu; _lrrecruitersupport at lr.edu; elluciansupport at mwsu.edu; recruiteradmin at matc.edu; elluciansupport at neiu.edu; elluciansupport at roosevelt.edu; elluciansupport at sxu.edu; elluciansupport at newlist.semo.edu; elluciansupport at viterbo.edu; elluciansupport at webster.edu; elluciansupport at winthrop.edu; elluciannotifcations at woodrow.org; KRsmith at regis.edu; sjbearbower at viterbo.edu; kassy.swain at washburn.edu; jwagner5 at lamar.edu; taylor.stephenson at lamar.edu; dale.lack at lamar.edu; dmarch at regis.edu
Subject: RE: 9/30 Recruiter Incident Report

Hi Trent,

Will we receive a credit or refund for the experienced outage like we did the last time?  Just checking.

Thank you.

From: elluciansupport-owner at list.winthrop.edu<mailto:elluciansupport-owner at list.winthrop.edu> [mailto:elluciansupport-owner at list.winthrop.edu] On Behalf Of Schneider, Trent
Sent: Monday, October 05, 2015 7:16 PM
To: Schneider, Trent
Cc: recruitersupport at aims.edu<mailto:recruitersupport at aims.edu>; RecruiterSupport at washburn.edu<mailto:RecruiterSupport at washburn.edu>; elluciansupport at aacc.edu<mailto:elluciansupport at aacc.edu>; elluciansupport at gtc.edu<mailto:elluciansupport at gtc.edu>; Recruiter-notifications at lafayette.edu<mailto:Recruiter-notifications at lafayette.edu>; _lrrecruitersupport at lr.edu<mailto:_lrrecruitersupport at lr.edu>; elluciansupport at mwsu.edu<mailto:elluciansupport at mwsu.edu>; recruiteradmin at matc.edu<mailto:recruiteradmin at matc.edu>; elluciansupport at neiu.edu<mailto:elluciansupport at neiu.edu>; elluciansupport at roosevelt.edu<mailto:elluciansupport at roosevelt.edu>; elluciansupport at sxu.edu<mailto:elluciansupport at sxu.edu>; elluciansupport at newlist.semo.edu<mailto:elluciansupport at newlist.semo.edu>; elluciansupport at viterbo.edu<mailto:elluciansupport at viterbo.edu>; elluciansupport at webster.edu<mailto:elluciansupport at webster.edu>; elluciansupport at winthrop.edu<mailto:elluciansupport at winthrop.edu>; elluciannotifcations at woodrow.org<mailto:elluciannotifcations at woodrow.org>; KRsmith at regis.edu<mailto:KRsmith at regis.edu>; sjbearbower at viterbo.edu<mailto:sjbearbower at viterbo.edu>; kassy.swain at washburn.edu<mailto:kassy.swain at washburn.edu>; jwagner5 at lamar.edu<mailto:jwagner5 at lamar.edu>; taylor.stephenson at lamar.edu<mailto:taylor.stephenson at lamar.edu>; dale.lack at lamar.edu<mailto:dale.lack at lamar.edu>; dmarch at regis.edu<mailto:dmarch at regis.edu>
Subject: 9/30 Recruiter Incident Report

Hi everyone - please see attached for the incident summary report for the outage we experienced last Wednesday.

Please let me know if you have any questions about the incident or the findings.

Trent Schneider | Engagement Manager | ellucian(r)  | 4375 Fair Lakes Court, Fairfax, VA  22033 | O:+1.570.704.5634 | M:+1.610.858.0491 | trent.schneider at ellucian.com<mailto:trent.schneider at ellucian.com> | www.ellucian.com<http://www.ellucian.com>

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