Trust.data.com
Understanding System Status
On the Trust.data.com page, we show both a Current Status column and a Service Performance History matrix, which displays a composite status of each instance for each of the past 31 days.
The System Status page uses several performance indicators to share and explain the various states of the Salesforce instances' health.
- Instance available (
) - Performance issues (
) - Service disruption (
) - Informational Message (
)
These indicators represent and are based on different metrics, depending on whether they appear in the Current Status report or the Service Performance History matrix.
This document makes those metrics transparent so that you can better understand both when and why we present the System Status performance states, and what they mean for you and your organization.
The Current Status Report
This section explains what the performance indicators mean when they appear in the Current Status report (first column of the matrix).
Performance Issues
The indicator means that the average transaction speed for an instance has exceeded reasonable thresholds.
The performance monitor reports at one-minute intervals the average time it takes to respond to user requests for each instance. The TechOps and Customer for Life (CFL) teams investigates the issues and TechOps works with them to inform the customers that are affected. If a multi-customer performance degradation lasts less than 11 minutes, the indicator is posted in the current status column with a status message detailing the starting time of the degradation. TechOps reports that the issue is resolved once the performance monitor reports data that are below the reasonable thresholds. TechOps posts the incident report to the Service Performance History matrix and replaces the indicator with the indicator in the current status column.
Service disruption
The indicator means that users are unable to access the instance. Salesforce.com tests the ability to access Data.com. When the users are able again to log in, the indicator is replaced with the indicator in the current status column. Once this occurs, TechOps posts the incident report to the Service Performance History matrix.
The Service Performance History Matrix
This section explains what the performance indicators mean when they appear in the Service Performance History matrix (columns with a date in the header). The performance states in this matrix are derived from the performance states that were posted in each previous day's Current Status report. The most severe icon will be shown in the history columns if multiple issues occurred.
Service disruption
The indicator is posted to the Service Performance History matrix when the performance monitor reports a service disruption of 31 minutes or more.
Performance issues
The indicator is posted to the Service Performance History matrix when the performance monitor reports at least one of the following.
- A service disruption that is greater than 10 minutes and less than 31 minutes
- A performance issue that is greater than 10 minutes
Informational message
The indicator is posted to the Service Performance History matrix when the performance monitor reports at least one of the following.
- A service disruption of 10 minutes or less
- A performance issue between 5 and 10 minutes
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The duration, timing, and impact of each performance state are available in the Root Cause Message, which you can access by hovering over the performance state you would like to learn more about. The root cause will take a few days to be posted following an incident.
Average speed
Salesforce.com calculates transaction speed by analyzing log messages that report when a user request enters the app server and when the response exits the app server; the difference between these timestamps is the transaction speed. The speeds are averaged for all transactions across all instances, and these averages are calculated for the 24-hour periods defined by UTC time. For the current day, the average is calculated every six hours.