Data Storage and Security  

IntelliResponse is hosted at a tier-1 Bell Datacenter in Toronto Ontario. The facility meets all global standards of operation, data and access security and disaster management. As a further measure of business continuity and to meet existing contractual obligation to customers across North America, a disaster recovery failover program is supported by additional system maintained at a PEER 1 datacenter. If necessary, we are pleased to provide further details on these, as IntelliResponse provides a fully hosted solution housed. Client transactional data is continually written to two physically separate database locations and the client knowledge base is asynchronously replicated from the primary site to disaster recovery, ensuring that client data and services are always available and data is backed up. All data administration can only be accessed through a secure 128 bit connection with our servers requiring a user id and strong password.  All attempts to access client data as well as carry out changes to this data is automatically logged.

Has IntelliResponse had to use the Disaster Recovery Site?

We use the disaster recovery site for individual customer deployment maintenance to ensure on-going service while we update the customer deployment, such as for look and feel changes. We similarly use the disaster recovery site to provide services when we upgrade the software platform at the primary site. However, we have not in the past 2 years used the disaster recovery site to handle any unplanned outages for the primary site due to whole of site failures. Disaster recovery for unplanned outages of the primary site are handled automatically by the monitoring service which detects loss of service and switched over within 5 minutes of detection.