The average time to fulfill brokered cloud hosting service requests reflects the Shared Services Canada rate of response to client requests which is an effective indicator of the brokering service.
The percentage will indicate the proportion of the requests that have been filled within the expectation of the service level standards in place with customers.
Calculation / formula: The number of days from receipt of a formal request from a client organization in the request intake system to the delivery of the account. Formula is total number of requests (all levels of complexity) filled within service level standards divided by the total number of requests (all levels of complexity) times 100%.
From the day the contracted services are available for use based on the number of days from receipt of a formal request from a client organization in the request intake system to the delivery of the account.
There are 2 levels of complexity which determines the OLA (Operating Level Agreement). 1) Low risk requests: 5 business days; 2)High risk requests: No standard developed yet (Outcome of high-risk requests are outside of SSC’s control; managed by GC EARB.).
Note(s): Currently only Public Cloud Service available.