Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs

FAQs

Disaster Recovery/Business Continuity

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.

To this end Echopass supports three state-of-art SAS70 certified data centers in Salt Lake City, Utah, San Francisco, California, and Irvine, California.

These datacenters employ redundancy at every level, from physical infrastructure (power, HVAC, fire), to network, to telecommunications, to systems and storage.

Does Echopass offer a Service Level Agreement?

Echopass provides every customer with an SLA guarantee of 99.9% availability. Echopass consistently meets or beats this SLA.

Could an Echopass customer 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. Rerouting can include any agents, whether to an unaffected alternative customer site or to remote agents working from home. Echopass supervisor tools are web accessible so, during an emergency, supervisors can log in from anywhere that is web accessible.