Security and Reliability of the SoundBite Platform Andy Gilbert, VP of Operations Ed Gardner, Information Security Officer 2007 SoundBite Communications, Inc. All Rights Reserved.
Agenda Scalability Capacity VoIP Vendor Management Reliability Monitoring and Testing Support Redundancy Disaster Recovery Change Management Security Audits and Certification Network SoundBite Confidential 2
Scalability
Scalability - Capacity Storage Primary data storage > 21 TB Additional capacity added to expand to > 50 TB Server Upgrades New DB platform Upgraded application and telephony servers Network Major switching and routing upgrade VOIP / SBC purchase and installation Over 14 Million calls / day Co-location Expansion to > 1200 sq ft Modernization and redesign Second Stack / Oracle RAC Deploy a second production instance Introduce RAC Enhance failover capabilities Load balancing Third Datacenter Accommodate Canadian opportunities All VoIP SoundBite Confidential 4
Scalability - Capacity SoundBite Confidential 5
Scalability - Capacity SoundBite Confidential 6
Scalability - VoIP New Applications and Features Agent presence SoundBite universal hold queue Multi-Site agent management Dedicated handoff to contact center Avoid traditional voice carriers entirely Multi-modal messaging Operational Efficiency 35% server and circuit consolidation Routing and switching flexibility Troubleshooting DR and peak utilization scenarios SoundBite Confidential 7
Scalability - VoIP Backdoor Routing SoundBite Confidential 8
Scalability - Vendor Management Voice Database and Storage Systems Data Center Data Applications SoundBite Confidential 9
Reliability
Reliability - Monitoring and Testing Testing Answering machine Live voice Line quality Voice Caller ID Monitoring and Operational Testing Service and notification monitoring for all production, QA and development systems Real-time view and historical graphs of production systems All networking equipment All WAN and LAN interfaces Built-in application logging and event notifications Application Capacity Management Tools for telephony resources SoundBite Confidential 11
Reliability - Support Dedicated Support Function / NOC Goals 24x7 business week coverage Coordinated triage and management First steps towards true NOC Technical Support Group Responsibilities All Level I and Level II support Inbound / Outbound customer support Application pages and significant infrastructure events Front line telephony support Event / log review Software installs Operations and Engineering Provide Level III Operations provides Gap Level II Coverage while it scales SoundBite Confidential 12
Reliability - Redundancy Facilities Multiple Tier 1 Data Centers Network Multiple Voice Carriers Multiple Access Points Multiple Data Paths Systems Standardized Hardware Clustering Redundant Components SoundBite Confidential 13
Reliability - Disaster Recovery Technical Documentation Planning and process definition Monitoring Proactive monitoring detects events before they become disasters Telephony Network Resiliency (TMS) Self-healing, distributed network Carrier Diversity (Telephony and Internet) Internap PNAP architecture, Internet carrier diversity Five telephony carriers Limit Dependencies Between Sites SoundBite Confidential 14
Reliability - Disaster Recovery SoundBite Database Architecture Multiple sites Real-time data replication Web Services Failover Capability Remote Access Each facility has independent capability and acts as a back up to the other WAN Connectivity Dedicated with backup Testing Component level, web, database, WAN Telephony capability built into the system SoundBite Confidential 15
Reliability - Change Management Formal Process to Plan, Test and Apply Changes Reproducible Results Audit Trail SoundBite Change Management Controls Standard Maintenance Windows Regularly Scheduled Cross-Functional CM Team Meetings Ticket System for All Production Changes Covers All Aspects of SoundBite Operations and IT SoundBite Confidential 16
Security
Security - Audits and Certification PCI Level 3 Enables work with credit card numbers and banking clients Level 3 supplier status with Visa and Mastercard Standards-based security framework Additional capability in the SoundBite platform allowing for appropriate encryption Goal to upgrade to Level 2 for 2008 (volume dependent) SAS Type II Prep began late 2006 6 month audit began on March 1 st Successful internal audit Building on success of the 2006 Type I audit and PCI work Expect unqualified opinion SoundBite Confidential 18
Security - Network IDS Deployment Co-location facilities and corporate office Automated notification Best-in-class system from IBM/ISS Additional assurance that data stays safe Firewall / DMZ Upgrade Added additional layers of firewall protection Improves throughput Improves management SoundBite Confidential 19
Summary Scalability, reliability and security are all requirements for a SaaS-based model VoIP architecture enables new applications and features and greater operational efficiencies Continually reviewing and auditing security processes ensures that all customer data and SoundBite resources are safeguarded SoundBite Confidential 20
Thank You! Questions Andy Gilbert Ed Gardner VP of Operations Information Security Officer agilbert@soundbite.com egardner@soundbite.com 781.359.2219 781.359.2270 SoundBite Confidential 21