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How often was the system “down” (not working) unexpectedly in the last year? How many minutes? How many hours?
If a system is down and not working then that means you can’t work either. We know that systems break down, but those occurrences should be very few and far between. 24 hour technical support is just part of the solution. The system needs to be reliable. Our system is so reliable that our uptime has been at least 99.99% for the past six years. This translates to 45 minutes over the entire year that students were not able to use the system. Industry setting performance like that ensures you are not paying for something you cannot use.
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