Interpreting the results of your Hornbill Service Availability Check

Once the Hornbill Service Availability Check is completed, ideally you will be presented with a series of green ticks. In the unlikely event that something is wrong, you will see a red mark accompanied by a brief description of the issue your instance is experiencing. You can be safe in the knowledge that our Infrastructure team use the same technology here to constantly monitor all of the instances. Therefore, if you do receive a negative result, it is likely that the Infrastructure team are already working to resolve the issue. Regardless of this, please don’t hesitate to contact us via the channels offered under your Success plan highlighting this negative result.

Clicking More Details will expand the Service Availability Check to show the areas that are tested as well as additional performance-related information.

• Test: The name of the test carried out.
• Transaction: The total time taken by your instance to complete the test. This is taken from first receiving the request to sending back the response.
• Network: This is the total roundtrip time of the request minus the transaction time. Typically this is the time spent by the request traveling in the network including leaving a customer’s network, navigating the Internet to our data center to an instance and then back again. Typically this time should be fairly consistent between tests. High network latency is nearly always the customer’s network or route (ISP etc.) and outside of our control.
• Total: This is the roundtrip time, so the total time spent from the browser first making the request to receiving the response.

The colored bars show a percentage indicator of the total time split into Transaction (green) and Network (yellow). The more yellow in the test, then the longer the test took traversing the network. The more green in the test, then the longer the test spent in the transaction.

Typical Result Shows an example of a typical test result.	High Network Latency Example Shows an example of a very high network latency. The overall test times are quite high as shown by the large block of yellow. In this yellow network time, we can see that somewhere there is network latency being introduced and this should be investigated further.	High Transaction Times Example This image gives an example of elevated transaction times. This can happen when the instance is under load. Despite being higher than the first check, the times are still in an acceptable range. It is important to note that throughout the day, the overall load on your instance will change. So the transaction times can vary depending on when they are being run.