iCarol achieves 99.99% uptime for first quarter 2017
Being a web-based service, we are always aware of how access to our systems effect you. After all, many of our users operate as 24/7 services, entering call report forms and searching for resources ’round the clock. We recognize that there’s never a “good” time for iCarol to be unavailable to you, and this is why we’ve invested so heavily in infrastructure and processes that work hard to minimize outages and make unavoidable ones as brief as possible. We have “fail over” servers that are are set to pick up systems routed to them in the event of connection loss, and members of our technical team receive notifications no matter the time of day or night in the event of detected instability so they can begin working on a solution, often before our users have even detected a problem. In an effort to be completely transparent about iCarol’s uptime and availability, we make status.icarol.com available to you, and advise our users to check this site if they suspect they’re having connection issues to help determine whether the issue is originating with iCarol or something is amiss with their own local network connections. These are all examples of efforts and placement of reliability as our very top priority.
Our service level agreement with our users is 99.9%, which translates to about 10 minutes of allowable downtime, on average, per week to achieve. Of course it’s our goal to go above and beyond that, and consistently we do. iCarol regularly achieves uptimes of 99.95% or 99.97%, and our overall uptime for 2016 was over 99.97%, translating to no more than three minutes of downtime per week on average. This 2016 achievement exceeds industry standards as comparable to some of the top web-based service providers, including Microsoft Dynamics, Salesforce, Amazon, and Netsuite. These companies are, of course, much larger than iCarol in every way, and yet we often meet and exceed the service levels offered by them.
We’re pleased to say that thanks to some of the infrastructure work that’s been done over the last year, our total uptime for the first quarter of 2017 met a “four nines” achievement, which is 99.99% uptime. To give you an idea of how good that is, it means that in a given month a site would be unavailable for just over 4 minutes total, and about 1 minute of downtime weekly.
Occasional, brief slowdowns or short periods of downtime are unfortunately an unavoidable part of the online world in which we live, but making these interruptions a rarity is our top priority. We are scaling our infrastructure and systems as we grow so that we can continue to provide the level of service you’ve come to expect and deserve from us. It is an ongoing item that we’re always monitoring and looking to innovate, but we were particularly happy with the performance following the strides we made and wanted to share that with you.
iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more…