What are some statistics on a typical site transaction, i.e. updating an incident?
We are trying to determine what causes the fluctuations in transaction times when updating an incident in the Oracle Service Cloud database.
Response times for updates to the knowledge base do vary. The most common cause of these fluctuations is network traffic on the Internet itself.
To get an idea of network traffic, you can use the traceroute utility on your PC. Simply type "tracert domainname.custhelp.com". This will provide 3 columns of times; generally, those times over 200 ms indicate network traffic that cause slowed response times. Stars ( * ) in any of the three columns indicate that a "packet" was lost- this generally indicates that the server is having serious problems, and also explains slow response times.
If you do notice response times of over one minute which the tracert does not explain, please submit an Ask Technical Support and indicate that the site is down. Even though technically the site is running, we consider this situation to be site down since performance is so seriously degraded.
Another resource if you notice slow response times is https://csp.rightnow.com/vcio/ . This site is updated regularly if we are having ongoing server problems. If no problems are indicated here, and your site is running slowly, submit an Ask Technical Support and indicate that the site is down.
For more information on VCIO, refer to answer Answer ID 4192: Oracle Service Cloud VCIO Cloud Service.