GSN Cloud Contact Centre Availability & DR Datasheet

GSN Cloud Contact Centre Availability & DR Datasheet Commercial in Confidence Reference: GSN CCC - Availability Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria 3004 +61 3 9015 2555 www.gsn.com.au Global Speech Networks - Error! Reference source not found. Error! Unknown document property name. & DR Datasheet GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

Legal Notice The content of this document is proprietary information, and is the intellectual property of Global Speech Networks Pty Ltd (GSN), and must not be used in any manner without the prior approval of GSN. The GSN name and Trademark logo must not be removed from this document without the prior written permission of GSN. Should permission be granted, then it is mandatory that GSN must still be acknowledged as the author. This document is strictly Commercial in Confidence and must not be made available in any format to any organisation, group or individual, other than those identified in the covering letter. Global Speech Networks 2015 Document Identification Document name or identification GSN Cloud Contact Centre Availability & DR Datasheet Version number 1.1 Copy number Release Authority Release Name Universal All hardcopies are uncontrolled Max Lipovetsky Final Date of issue Change History The Release Authority approves this document for release. The approval process is traceable to an actual signature or email. A version number is applied to the initial release issue of this document and to each released change thereafter. The version number of this document is incremented with each change and the entire document is reissued as tabulated below. The Release Names are, sequentially: Draft, Release, Approved, Revised. Version Action Amendment Issue Date Modified by (Name) 1.0 Initial Release 25/01/2015 Max Lipovetsky 1.1 1 st Revision 24/02/2015 Steve Duke Amendment procedure All recipients of copies of this document must receive amendments when released.

Table of Contents 1. Introduction 1 2. Availability Risk Assessment 3 2.1 Customer Site 3 2.2 Network Edge Layer 3 2.3 GSN Physical Environment 4 2.4 GSN Infrastructure Layer 5 2.5 Carrier Layer 6 2.6 Application Layer 6 3. Disaster Recovery 7 3.1 Overview 7 3.2 Impact to Real Time Systems in a Disaster 7 3.3 Impact to Non Real Time Systems in a Disaster 7 4. High Availability 8 4.1 Overview 8 4.2 Impact to Real Time Systems 8 4.3 Impact to Non Real Time Systems 8 4.4 Impact of Bring Your Own Trunks 9 5. High Availability Instant 10 5.1 Overview 10 5.2 Impact to Real Time Systems 10 5.3 Impact to Non Real Time Systems 10 5.4 Impact of Bring Your Own Trunks 10 6. High Availability Instant Plus Zero Loss 11 6.1 Impact to Non Real Time Systems 11 6.2 Impact of Bring Your Own Trunks 11 7. Alternate DR Mitigation Approaches 12 7.1 Emergency Messaging 12 7.2 GSN Mobile Connect for Voice 12 7.3 Intelligent Network Overflow 12 7.4 GSN Internet Connect for Non Voice 12 7.5 GSN Group Voicemail 12

1. Introduction The purpose of this document is to provide clients (and potential clients) with a high level perspective of the approach, framework practices and systems that GSN has developed for establishing and maintaining the levels of solution availability required for delivery of Cloud Contact Centre ( CCC ) services. This document has been prepared specifically for use by: Domain / Enterprise Architects Security Specialists System Integrators IP Networks Design & Build specialists This document assumes the reader has reasonable familiarity with concepts in Telephony, Computer Telephony Integration and Voice over IP. GSN have developed four distinct availability approaches that incorporate best practice designs for the provision of enterprise cloud services, whilst recognising that the balance between cost, availability and functionality is not the same for all customers. Although GSN has capability to support availability approaches other than those listed, these four approaches incorporate the most common and generally the most effective approaches. The following availability types are offered: Availability Type Description Real-Time Return to Operation Drill Frequency 1. High Availability Instant + Zero Loss 2. High Availability Instant Dual PoP Active / Active mirrored In the instance that a customer link fails or a GSN PoP becomes unavailable, failover occurs within a time period where already-in-progress real-time agent & customer interactions are able to continue. Non-real time systems experience near zero data loss with call recording and historic data replicated geographically in (or near) real time. Dual PoP Active / Active replicated In the instance that a customer link fails or a GSN PoP becomes unavailable, failover occurs within a time period where already-in-progress real-time agent & customer interactions are able to continue; however, non-real time systems may be more significantly impacted < 10 Seconds Quarterly < 10 Seconds 6 Monthly 3. High Dual PoP Hot Standby < 1 Minute Annual Global Speech Networks - Error! Reference source not found. Error! Unknown document property name. & DR Datasheet

Availability 4. Disaster Recovery In the instance that a customer link fails or a GSN PoP becomes unavailable failover occurs such that already-in-progress realtime agent & customer interactions are dropped but new interactions are able to continue within one minute Dual PoP Warm Standby Services can be restored after a period of time < 1 Hour < 4 Hours for PoP Disasters The availability option that can be selected is dependent on the GSN CCC Platform Edition and the network connectivity approach. The following table provides information about the possible combinations. Foundation Edition Optimise Edition CX Edition GSN Direct Connect Disaster Recovery Disaster Recovery Disaster Recovery GSN Dual Direct Connect High Availability High Availability Instant High Availability Instant + Zero Loss Megaport Disaster Recovery High Availability High Availability Instant High Availability Instant + Zero Loss Extended Customer WAN High Availability Instant High Availability Instant + Zero Loss 2 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

2. Availability Risk Assessment In order to construct the optimum availability options for the Cloud Contact Centre, GSN undertook a detailed risk assessment. The summary of this assessment is shown below and provides insights in to multiple levels of redundancy within the GSN CCC platform. 1. Customer Site Whilst specific events and issues at the customer site are outside the scope of Service Level Agreements from GSN there are multiple approaches that can be taken to maximizing the availability human resource element. Event Likelihood Impact / Duration Available Impact Mitigation Steps Fire / Evacuation Drill High Unavailable for 30 Minutes Alternate contact centre site Evacuation flags in routing strategy to provide customer friendly messaging Co-ordination of drills to minimise impact GSN Mobile Connect for Voice Services GSN Internet Connect for Webchat GSN Group Voicemail Severe damage to building such as flood or fire Very Low Unavailable for Days to Months GSN Disaster Recovery GSN Mobile Connect for Voice Services 2. Network Edge Layer A detailed analysis of the GSN and Customer network Edge layer is addressed in the GSN CCC Network Connectivity Datasheet document. 3 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

2.1. GSN Physical Environment All GSN services are provided from minimum Tier 3 data centre environments within Melbourne CBD and Sydney CBD locations. Event Likelihood Impact / Duration Implemented Impact Mitigation Steps Mains Power Failure High High UPS Systems are in place Backup Generators with minimum 1 week onsite diesel storage and contracts for further fuel delivery. Data Centre Power distribution failure Low High Independent power distribution feeds in each rack. All systems with dual power supplies plugged in to power rails fed by alternate feeds Fire Low High VESDA for detection Inert gas based fire suppression systems DR Site with cross site data replication Flood Low High Data centre locations not flood prone Elevation above street level DR Site with cross site data replication Heating / Cooling Low Medium Multiple redundant cooling units 4 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

2.2. GSN Infrastructure Layer All GSN infrastructure is provided by Tier 1 vendors including IBM, Dell, Cisco, EMC, NetApp. Event Likelihood Impact / Duration Implemented Impact Mitigation Steps Physical Equipment Failure High Low No single point of failure in server, network or storage equipment. Maintenance contracts with equipment suppliers Extensive use of virtualisation technology Firmware / Software failure Low Medium Testing, Change control and release management process Maintenance and support contracts from vendors Multiple redundant systems Storage Subsystem failure Low High Multiple redundant storage systems Site diversity with cross site replication Tiered storage for diverse uses Network Switching Fabric failure (software / cabling) Low High Multiple redundant paths with no single point of failure Extensive use of virtualisation technology Internal inter-site Networks Low High N+2 intersite networks from diverse providers 5 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

2.3. Carrier Layer All GSN Carriage services are from Tier 1 vendors including AAPT and Optus. Event Likelihood Impact / Duration Implemented Impact Mitigation Steps Voice Trunk Failure Low High Multiple trunks from Telcos Multiple termination / edge devices for delivery in diverse sites Multiple carrier partners with diverse services and paths Intelligent Network Overflow 2.4. Application Layer All GSN applications are from Tier 1 vendors including Genesys, Oracle and Microsoft. Event Likelihood Impact / Duration Implemented Impact Mitigation Steps Host Physical Equipment Failure High Low Extensive use of virtualisation technology Process Failure High Medium All key process can be configured for immediate stateful failover Maintenance and support contracts from all vendors Misconfiguration Medium Medium Extensive testing, change management and release management processes 6 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

3. Disaster Recovery 3.1. Overview The Disaster Recovery option is GSN s based offering for availability and provides an effective mitigation strategy for disasters that may impact a GSN Point of Presence. A disaster is declared when GSN services become unavailable for more than two hours. At this point customers that have the Disaster Recovery availability approach will begin to have systems transferred to the alternate GSN Point of Presence Whilst GSN Disaster Recovery may not suit all businesses, when it is combined with the alternate service recovery options (see Section 7) a powerful and cost effective solution can be provided. 3.2. Impact to Real Time Systems in a Disaster The table below provides an overview of the customer and agent experience in the instance of a disaster. Interaction Type Impact to In-Progress Impact to Post Event Inbound / Outbound Calls Dropped Restore after 4 Hours Web chat Dropped Restore after 4 Hours Email Delayed Restore after 4 Hours Social Delayed Restore after 4 Hours The table below provides an overview of the service restoration targets in the instance of a critical event that impacts real time Interaction Type Inbound / Outbound Calls Web chat Email Social Service Restoration Target 1 Hour 1 Hour 1 Hour 1 Hour 3.3. Impact to Non Real Time Systems in a Disaster Non real time systems are heavily protected within the High Availability Plus approach. 7 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

Data Type Restore Time Restore Point Comments Configuration Data 4 Hours 15 minutes Historic Reporting 4 Hours 4 Hours User re-login required Call Recording 4 Hours 1 Day Call Recording Access 4 Hours 1 Day User re-login required Workforce Management Data 4 Hours 1 Day User re-login required 4. High Availability 4.1. Overview The High Availability option is designed to provide complete solution resilience, such that failure in any GSN provided component (or in fact an entire site) can allow new interactions to continue almost immediately. 4.2. Impact to Real Time Systems The table below provides an overview of the customer and agent experience in the instance of service impacting event. With High Availability there is no distinction between disasters at a GSN PoP and any other real-time service impacting event, as the High Availability approach provides a large degree of protection for both. Interaction Type Impact to In-Progress Impact to Post Event Inbound / Outbound Calls Dropped No impact after 1 Minute Web chat < 10 Seconds No impact after 1 Minute Email No Impact No Impact Social No Impact No Impact 4.3. Impact to Non Real Time Systems Non real time systems are heavily protected within the High Availability Plus approach. Data Type Restore Time Restore Point Comments Configuration Data < 30 Minutes 15 minutes Historic Reporting < 60 Minute 4 Hours User re-login required Call Recording < 1 Minute 4 hours 8 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

Call Recording Access <4 hours 4 hours User re-login required Workforce Management Data <4 hours 4 hours User re-login required 4.4. Impact of Bring Your Own Trunks Where customers BYOT, the trunk provision is excluded from SLA calculations; however, failover can still be readily be achieved by utilising the following approach: From a customer configuration perspective no additional configuration or setup (other than standard BYOT) is required. The SIP Trunk is established to the GSN Service IP Address and this is also the address where RTP is sent. In the instance of failure within the GSN network GSN edge security devices provide stateful failover across geographies and calls in progress can simply continue. 9 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

5. High Availability Instant 5.1. Overview High Availability Instant option is designed to provide complete solution resilience such that failure in any GSN provided component (or in fact an entire site) does not result in real time interruptions being dropped. 5.2. Impact to Real Time Systems The table below provides an overview of the customer and agent experience in the instance of service impacting event. With High Availability Instant there is no distinction between disasters at a GSN PoP and any other real-time service impacting event, as the High Availability approach provides a large degree of protection for both. Interaction Type Impact to In-Progress Impact to Post Event Inbound / Outbound Calls < 10 Seconds Silence No impact after 10 Seconds Web chat < 10 Seconds No impact after 10 Seconds Email No Impact No Impact Social No Impact No Impact 5.3. Impact to Non Real Time Systems Non real time systems are heavily protected within the High Availability Plus approach. Data Type Restore Time Restore Point Comments Configuration Data < 1 Minute 15 minutes Historic Reporting < 1 Minute 30 minutes User re-login required Call Recording < 20 Seconds 1 hour In progress call recording is restarted at new geography. Call Recording Access 1 Minute 1 hour User re-login required Workforce Management Data < 1 Minute 1 hour User re-login required 5.4. Impact of Bring Your Own Trunks There is no impact as per High Availability approach. 10 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

6. High Availability Instant Plus Zero Loss High Availability Instant Plus Zero Loss builds on the High Availability approach by ensuring cross-site data is effectively near real time. Call recording is further enhanced to simultaneously record streams in both geographies therefore ensuring significantly enhanced availability. Interaction Type Impact to In-Progress Impact to Post Event Inbound / Outbound Calls < 10 Seconds Silence No impact after 10 Seconds Web chat < 10 Seconds No impact after 10 Seconds Email No Impact No Impact Social No Impact No Impact 6.1. Impact to Non Real Time Systems Non real time systems are heavily protected within the High Availability Plus approach. Data Type Restore Time Restore Point Comments Configuration Data < 1 Minute 1 minute Historic Reporting < 1 Minute 1 minute User re-login required Call Recording < 20 Seconds 1 minute In progress call recording is restarted at new geography. Call Recording Access 1 Minute 1 minute User re-login required Workforce Management Data < 1 Minute 1 minute User re-login required 6.2. Impact of Bring Your Own Trunks There is no impact as per High Availability approach. 11 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence

7. Alternate DR Mitigation Approaches There are multiple application level options available that can significantly reduce the impact of a disaster when utilising the GSN Disaster Recovery option. 7.1. Emergency Messaging Emergency messaging can be applied to specific inbound numbers to provide further information to customers such as an ETA to the outage or alternate contact arrangements. Emergency messaging can be managed through the GSN Management Portal. 7.2. GSN Mobile Connect for Voice GSN Mobile Connect for Voice enables a default call routing and delivery solution that sends contact centre calls to a pre-defined list of mobile phones. The mobile phone list is managed through the GSN Management Portal and can contain up to 30 telephone numbers to which calls will be delivered in a round robin fashion. The solution is activated the GSN Management Portal and does not require any form of mobile data connectivity to function. The solution is an effective response for short duration disasters for small to medium sized contact centres. 7.3. Intelligent Network Overflow Where Toll Free or other Intelligent Network numbers are utilised alternate call routing on No Answer and Busy can be configured to forward inbound calls to alternate destinations including disaster recovery sites or external outsourced call centres. 7.4. GSN Internet Connect for Non Voice Customers using non-voice channels such as Email and Web Chat can utilise internet based connectivity (rather than dedicated links) to access the GSN CCC from any location. Internet based access is manually activated in the instance of a disaster for nominated customers and solutions. 7.5. GSN Group Voicemail GSN Group Voicemail provides a voicemail box to which callers can be directed if a disaster occurs. The voicemail is delivered by email and can be managed as a workflow for customer return calls from any location with internet access. GSN Group Voicemail is activated from within the GSN Management Portal. 12 GSN Cloud Contact Centre Availability & DR Datasheet Global Speech Networks Commercial in Confidence