Reliability

Reliability of your infrastructure

It is important that your infrastructure is resilient enough that your operators can always perform their duties, and that you have a plan in case something ever impacts that.

At a minimum you should have:

• Redundant internet connections: such as two wired connections from different ISPs, or a 3G cellular backup connection or hotspot.
• Redundant power: such as UPSs and/or Generators.
• Spare computers: spare equipment in the event of failure.
• Disaster plan: have a plan in case all else fails, involving sending your operators to the nearest location with internet, power, and computers.

Reliability of SureView Operations

There are a number of factors used by SureView to provide maximum reliability of the Operations system:

• Redundancy: The system is fully redundant, running on the highly resilient AWS platform with all resources being redundant across multiple identical and physically separate data centers in an Active-Active setup behind a load balancer.
• Monitoring: The system is under constant automatic monitoring to ensure its continued operation, including external connectivity (see our live status dashboard) and load/capacity.
• Backups: Backups are taken daily and are encrypted and retained for a maximum of 7 days to ensure data safety.
• Disaster Recovery plan: In the event of an outage that is catastrophic enough to exceed the redundancy levels of both the system and AWS, the system will be recreated in a different AWS region, with the Recovery Time Objective of 24 hours (RTO) and Recovery Point Objective (RPO) of 24 hours.
• Certified Processes: SureView processes are ISO 27001 certified

Availability Policy

The Availability Policy for SureView Operations is as follows:

1. SLAs
   1. Commitment: SureView commits to 99.9% uptime per month.
   2. Recompense: For any Unplanned Downtime that exceeds the Commitment, SureView can issue to Customer a credit equal to 3% of the Monthly License Fees for that calendar month for each quarter of percent.
2. Downtime Types:
   1. Planned Downtime: It is sometimes necessary to perform maintenance that includes an outage. In this instance "Planned" downtime will meet all of the following:
      1. Will be communicated at least 48 hours in advance.
      2. Will last no longer than 1 hour.
      3. Will occur no more than 1 time per month.
   2. Unplanned Downtime: is any downtime that did not meet the requirements of "Planned" above.
3. Status Monitoring: Status is automatically monitored and shown on our Status Dashboard.