Sample, for a fictional organisation
Care report: Fennaway Accountants / Client document portal
A sample care report for a fictional firm on Care Plus: uptime, updates, backups, hours used, requests and response times.
Sample, written for a fictional organisation. Names, figures and dates are illustrative.
Period: 1 July to 30 September (one quarter, shown month by month). Plan: Care Plus. Prepared by Tibyan Labs, 3 October.
On Care Plus this report is sent once a quarter and covers each of the three months.
1. Summary
The portal was available for all but 14 minutes of the quarter. All security updates were applied and the quarterly restore test passed. One decision is needed from you: section 7.
2. Uptime and incidents
| Month | Uptime | Incidents |
|---|---|---|
| July | 100% | 0 |
| August | 99.97% | 1 |
| September | 100% | 0 |
Measured by UptimeRobot, checking every 5 minutes. Incident on 14 August: 14 minutes, caused by an outage at the hosting provider. It recovered without action from us. We confirmed sign-in and uploads worked afterwards.
Errors recorded: 6 (source: Sentry). Main issue: uploads over 25 MB failed with an unclear message. Fixed on 9 September; the message now states the size limit.
3. Updates applied
Security updates: 4. Dependency updates: 9. Pending: 1, the next major version of the web framework. It needs a full test on staging first and is planned for November.
4. Backups and restore test
Database backups run daily and are kept for 7 days (hosting provider’s plan). On 22 September we restored the backup from 21 September to the staging site. The client count matched live (412), and 20 documents chosen at random opened correctly.
5. Security checks
- Website certificate renews automatically. Next renewal 18 November.
- Domain renews on 2 March. It is in your account.
- Two staff accounts have not signed in for over 90 days. See section 7.
6. Hours and requests
| Month | Included | Rolled over | Used | Carried forward |
|---|---|---|---|---|
| July | 2.5 | 0 | 2.0 | 0.5 |
| August | 2.5 | 0.5 | 1.5 | 1.5 |
| September | 2.5 | 1.5 | 3.0 | 1.0 |
Hours include updates, the restore test and requests, counted in 30 minute blocks. Unused hours roll over for one month. Overage: none.
| Received | Request | First response | Resolved | Within target? |
|---|---|---|---|---|
| 8 July | Add “Payroll” as a document category | Same day | 9 July | Yes |
| 19 August | Client cannot reset password | Same day | 20 August | Yes |
| 4 September | Large uploads failing | 5 September | 9 September | No, 1 day over |
| 23 September | Change wording of the upload reminder email | Same day | 24 September | Yes |
Targets on this plan: first response within 1 working day, fix within 3 working days, Monday to Friday, 09:00 to 17:00. Within target: 3 of 4. The upload fix took 4 working days because the cause was in a file library, not our code.
Hosting costs this quarter: £87, paid by you directly to the providers.
7. Decisions needed from you
- Former staff accounts. Two staff accounts have not been used since June. Should we remove them?
- Framework update. We propose applying it on a weekday morning in November, within working hours, with about 30 minutes when the portal is unavailable. Please confirm a date or suggest another.
8. One recommendation
In three support emails this quarter, staff mentioned uploading year-end documents one at a time. A bulk upload screen would take about 4 hours. That is more than your included hours, so it would need your written approval for the hours over, at £140 an hour.
9. Next quarter
Framework update in November (once you confirm a date), monthly security updates, and the next restore test in December.