High Availability

Micro Focus takes availability seriously. That’s why we strive to maintain 99% uptime.

Elastic resource pools for bursts and spikes

Micro Focus strives for a service level objective (SLO) of 99% uptime and general availability for Service Support Manager on Demand services, outside of scheduled maintenance windows.

Because SSM on Demand is hosted within an elastic enterprise cloud infrastructure, it allows for dedicated resource pools (e.g., CPU, memory, disk) in a virtualized environment along with "bursting" capabilities that automatically provide access to an additional pool of resources when unforeseen "spikes" occur.

We have stringent procedures in place for system, application, and data center performance monitoring.

Scalable process management

Micro Focus SSM on Demand draws on the power of a robust process management platform that’s built to scale up or down as needed with features such as:

  • Queues
  • Throttle
  • Load balancing
  • Auto-start

Enterprise-level data protection

SSM on Demand guarantees enterprise-level data protection and backups that range from full weekly backups to daily incremental backups, as well as transaction logs that are captured every 4 hours.

System monitoring

System monitoring is accomplished using SNMP and ICMP. System and application logs are reviewed on a daily basis, and potential application issues are escalated to the development team for review.

Web application monitoring

Real-time web application monitoring tests are conducted from at least four locations around the globe every 15 minutes. Warning alerts are generated when two or more locations are 100% above average response time from the previous 24 hours. Critical alerts are generated when two or more locations are at 200% or greater. If a single script action fails for two or more locations, a failure alert is generated. All alerts are received via email by the SSM on Demand operations team and acted on immediately.

Data center monitoring

Our hosting partner provides a fully staffed network operations center 24 hours a day, 365 days a year. The NOC has an automated alert and response process, and provides additional manual intervention when necessary. In addition, we monitor the hosting partner's web-based portal that provides real-time visibility into service tickets, systems configuration data, performance trending, and other reporting tools.