This metric reflects BlackBerry Enterprise Server (BES) service's email send/receive impact at the server and BES agent levels ...

This metric reflects BlackBerry Enterprise Server (BES) service's email send/receive impact at the server and BES agent levels but does not reflect availability at the individual user-level or for other BES functionality such as BlackBerry Administration Service or Mobile Data Service. Downtime calculations include unplanned incidents and exclude planned maintenance.