Post this uptime percentage in the data box, and then ask the information technology (IT) department to validate the information in whatever manner they have available. If the data returned from IT is substantially different from the estimate,
bring the IT staff and the employees working the process step together to try and determine why the two numbers are so far apart. Do not stop the mapping process to solve this issue. Keep moving and come back at a more suitable time to address the issue, perhaps through a continuous improvement project.