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FAQs
<<Back to FAQsReliability and Business Continuity
How reliable is the Echopass service?
Echopass has three datacenters built for complete reliability and redundancy with the latest technology to resist security attacks, fire, electrical outages and natural disasters. The Echopass datacenter architecture extends well beyond those of most enterprise class businesses. All Echopass infrastructure system components are selected from high availability and high reliability products with proven track records. Our exceptional reliability is further enhanced with the Echopass Symmetry™ redundant datacenter offering.
Does the Echopass solution include redundancy to ensure there is no single point of failure?
Echopass believes that avoiding an outage is far better than recovering from one, so our emphasis is on disaster avoidance through preventative and monitoring activity. We continually monitor the datacenters and all applications for resiliency, and take any appropriate actions necessary to enhance growth, ensure reliability, and reduce risk of potential service outages.
Echopass has three state of the art SAS70 certified data centers in Salt Lake City, Utah, Ashburn, Virginia, and Irvine, California to distribute existing client traffic. The Echopass datacenters are designed to be fully redundant at every level, from applications, servers and physical infrastructure (power, HVAC, fire), to network, telecommunications, systems and storage.
What is the Echopass Symmetry™ active-active offer?
Echopass Symmetry™ is an industry leading offer that includes full active-active call handling split between each of two datacenters (e.g. 50% of traffic handled by each datacenter), with each datacenter capable of handling 100% of the full traffic load in the event of a catastrophic datacenter failure. The active-active technology is further supported with dual network carrier provisioning to each datacenter, and from the datacenters to each client site or sites. Symmetry ensures the maximum in reliability and resiliency for mission critical contact center operations.
What type of service level does Echopass provide?
The Echopass goal is to ensure 100% service availability. We provide a Service Level Agreement of 99.95% for our Symmetry™ offering clients. Echopass recognizes the critical nature of our client’s contact centers and has consistently met or exceeded our SLA commitments over the past eleven years.
Could an Echopass client use the Echopass service to handle emergency situations that require instantly rerouting calls?
Yes, and this is actually a very significant benefit of the Echopass service. The pre-configured dynamic nature of the Echopass solution allows for immediate emergency backup and re-routing of calls to support business continuity requirements. Re-routing can include any agents, whether to an unaffected alternative client site or to remote agents working from home. Echopass supervisory tools are web accessible so that during an emergency, supervisors can log in from anywhere that is web accessible.
