Documentation contents
Provider scoring
What each score on a provider listing is made of.
Performance
What reviewers are scoring when they score performance, and what it does not cover.
Support
The dimension monitoring cannot see, and the one people change providers over.
Value for money
Not the same as cheap, and the dimension most sensitive to what the reviewer needed.
Reliability
The one dimension where reviews and measurement overlap, and what to do when they disagree.
Monitoring metrics
Uptime, response time, incidents and recovery: what each figure counts.
Review scoring
How individual reviews become a provider's rating, and what is deliberately excluded.