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
The Availability Policy for SureView Operations is as follows:
- Commitment: SureView commits to 99.9% uptime per month.
- 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.
Planned Downtime: It is sometimes necessary to perform maintenance that includes an outage. In this instance "Planned" downtime will meet all of the following:
- Will be communicated at least 48 hours in advance.
- Will last no longer than 1 hour.
- Will occur no more than 1 time per week.
- Unplanned Downtime: is any downtime that did not meet the requirements of "Planned" above.
- Planned Downtime: It is sometimes necessary to perform maintenance that includes an outage. In this instance "Planned" downtime will meet all of the following:
- Status Monitoring: Status is automatically monitored and shown on our Status Dashboard.