Service level per service

Service level answers your management's question: how available was a service to its users this month? The figure comes from one reference monitor that an admin chooses for each service, such as an application URL check from the user's side. RANCAQ does not calculate a service figure from component monitors. Component outages are shown separately as potentially affected.

These pages and cards are visible to users with the View assets permission. Choosing, changing, and removing a reference monitor requires Manage assets.

Choosing a reference monitor

Open IT services, choose a service, then click Choose reference monitor on the Service level card.

• Choose a monitor that checks the service the way users experience it, such as an application login page check or a synthetic transaction. Server, switch, or database monitors are not suitable references, because a component going down does not necessarily take the service down.
• Only enabled monitors can be chosen. Create the monitor from the asset's detail page first if it does not exist yet (see Relationships, impact, and availability targets).
• Monitors of the service's supporting assets are marked Component of this service and placed at the end of the list. You can still choose one, but you are asked to tick a confirmation. Monitors that are already another service's reference are marked Reference for ….
• Choose when the reference applies:
  • From now on: parts of the period that are not measured stay "Not measured".
  • From now on, and also assign it retrospectively: the monitor also becomes the reference for past periods without a reference since it was created, so last month can have a figure right away.
• A retrospective assignment uses existing monitor history:
  • no monitoring data is created;
  • periods that already have a reference are not overwritten;
  • a reason is required;
  • the time of the action, who did it, the reason, and the periods filled are recorded in the Reference monitor history.
• A retrospective assignment can be made at any time, including with the same monitor. If you already chose "From now on", choose that monitor again with the second option.
• Parts of the period measured through a retrospective assignment are shown as "x from a retrospective reference assignment" on the card and in the report, and in the CSV column detik_acuan_retrospektif.
• Change reference and Remove reference apply from now on. Figures for periods already measured are still calculated from the monitor in effect at the time, so last month's report does not change.
• Fill in the Reason so your colleagues know why that monitor was chosen or removed. Every change is recorded in the Reference monitor history and in the audit log.

If two admins change the reference at the same time, the second one is asked to reload and try again.

Reading the figure

The rules are the same as the monitor report:

• Time without data is never counted as UP. It is not counted as DOWN either, but it lowers the coverage.
• Figures are truncated, so a two-minute outage in a month is not shown as "100%".
• The calculation runs 24×7 and does not follow business hours.
• Month boundaries follow the workspace time zone.

Parts of the period without a reference, such as before one was chosen or after it was removed, are shown as not measured, separately from time without data from the reference monitor.

RANCAQ does not produce a substitute figure for services without a reference, whether an average, a product, or the worst component. Such services stay "Not measured" until an admin chooses their reference.

Potentially affected

The Potentially affected according to asset relations block shows how long, during the period, at least one supporting asset of the service was recorded DOWN by its monitor. Supporting assets are counted directly and through deeper levels, using the relations recorded now.

• This is not service availability and does not affect the service level. This block does not account for redundancy groups, so one cluster node going down does not necessarily take the service down. The figure that does is in the Calculated from components block (Combined availability).
• The service's current reference monitor is not counted here. A monitor that used to be the reference is excluded only while it was the reference.
• Monitors that are now disabled are still counted, because their history during the period is valid.

The current status is still on the Service health card.

Report for all services

Monitoring → Service level shows all active services in one table. It includes:

• Period: defaults to This month. Choose Last month for the monthly report, or set your own date range. Services recorded after the period ended without measurement history are not included.
• Retired services still appear in reports for periods that have their measurement history, labelled Retired. Retiring a service does not remove results already recorded.
  • Since 7 October 2026 the retirement time is recorded and measurement stops when the service is retired.
  • For services retired earlier, the time is unknown and shown as "retirement time not recorded". Their figures use the reference monitor history as is, so they may include time after retirement.
  • The CSV has the columns dipensiunkan_pada (retired at) and catatan_pensiun (retirement note).
• Opening a service from the report carries the same period to its Service level card.
• Service owner team: filter by team; you can choose more than one.
• The Assessed, Not measured, and Had an outage summary cards also work as filters.
• Default order: lowest service level first. Services without a figure are always last.
• Download (CSV or Excel XLSX) contains the rows shown, in table order. Times use the workspace time zone, and the penilaian (assessment) column explains when a figure is empty.

The IT services list also has a Service level column (this month). The Component health column next to it is the current status of supporting assets, not the service figure.