Posts Tagged 'Notification System'

October 3, 2013

Improving Communications for Customer-Affecting Events

Service disruptions are never a good thing. Though SoftLayer invests extensively in design, equipment, and personnel training to reduce the risk of disruptions to our customers, in the technology world there are times where scheduled events or unplanned incidents are inevitable. During those times, we understand that restoring service is top priority, and almost as important is communicating to customers regarding the cause of the incident and the current status of our work to resolve it.

To date we've used a combination of tickets, emails, forum posts, portal "yellow" notifications, as well as RSS and Twitter feeds to provide status updates during service-affecting events. Many of these methods require customers to "come and get it," so we've been working on a more targeted, proactive approach to disseminating information.

I'm excited to report that our Development and Operations teams have collaborated on new functionality in the SoftLayer portal that will improve the way we share information with customers about unplanned infrastructure troubles or upcoming planned maintenances. With our new Event Communications toolset, we're able to pinpoint the accounts affected by an event and update users who opt-in to receive notifications about how these events may impact their services.

Notifications

As the development work is finalized, we plan to roll out a few phases of improvements. The first phase of implementation, which is ready today, enables email alerts for unplanned incidents, and any portal user account can opt-in to receive them. These emails provide details about the impact and current status of an unplanned incident in progress (UIP). In this phase, notifications can be sent for devices such as physical servers, CCIs and shared SLB VIPs, and we will be adding additional services over time.

In future phases of this project, we plan to include:

  • A new "Event" section of the Customer Portal which will allow customers to browse upcoming scheduled maintenances or current/recent unplanned incidents which may impact their services. In the past, we generated tickets for scheduled maintenances, so separating these event notifications will improve customer visibility.
  • Enhanced visibility for events in our mobile apps (phone/tablet).
  • Updates to affected services for a given event as customers add / change services.
  • Notification of newly added or newly updated events that have not been read by the user (similar email "inbox" functionality) in the portal.
  • Identification of any related current or recent events as a customer begins to open a ticket in the portal.
  • Reminders of upcoming scheduled maintenances along with progress updates to the event notification throughout the maintenance in some cases.
  • Improved ability to correlate specific incidents to customer service troubles.
  • Dissemination of RFO (reason-for-outage) statements to customers following a post-incident review of an unplanned service disruption.

Since we respect our customers' inboxes, these notifications will only be sent to user accounts that have opted in. If you'd like to receive them, simply log into the Customer Portal and navigate to "Notification Subscriptions" under the "Administration" menu (direct link). From that page, individual users can control event subscriptions, and portal logins that have administrative control over multiple users on the account can control the opt-in for themselves and their downstream users. For a more detailed walkthrough of the opt-in process, visit the KnowledgeLayer: "Update Subscription Settings for the Event Management System"

The Network Operations Center has already begun using this customer notification toolset for customer-affecting events, so we recommend that you opt-in as soon as possible to benefit from this new functionality.

-Dani

May 15, 2013

Secure Quorum: Tech Partner Spotlight

We invite each of our featured SoftLayer Tech Marketplace Partners to contribute a guest post to the SoftLayer Blog, and this week, we’re happy to welcome Gerard Ibarra from Secure Quorum. Secure Quorum is an easy-to-use emergency notification system and crisis management system that resides in the cloud.

Are You Prepared for an Emergency?

Every company's management team faces the challenge of having too many things going on with not enough time in the day. It's difficult to get everything done, so when push comes to shove, particular projects and issues need to be prioritized to be completed. What do we have to do today that can't be put off to tomorrow? Often, a businesses fall into a reactionary rut where they are constantly "putting out the fires" first, and while it's vital for a business to put out those fires (literal or metaphorical), that approach makes it difficult to proactively prepare for those kinds of issues to streamline the process of resolving them. Secure Quorum was created to provide a simple, secure medium to deal with emergencies and incidents.

What we noticed was that businesses didn't often consider planning for emergencies as part of their operations. The emergencies I'm talking about thankfully don't happen often, but fires, accidents, power outages, workplace violence and denial of service attacks can severely impact the bottom line if they aren't addressed quickly ... They can make or break you. Are you prepared?

Every second that we fail to make informed and logical decisions during an emergency is time lost in taking action. Take these facts for a little perspective:

  • "Property destruction and business disruption due to disasters now rival warfare in terms of loss." (University Corporation for Atmospheric Research)
  • More than 10,000 severe thunderstorms, 2,500 floods, 1,000 tornadoes and 10 hurricanes affect the United States each year. On average, 500 people die yearly because of severe weather and floods. (National Weather News 2005)
  • The cost of natural disasters is rising. During the past two decades, natural disaster damage costs have exceeded the $500 billion mark. Only 17 percent of that figure was covered by insurance. (Dennis S. Mileti, Disasters by Design)
  • Losses as a result of global disasters continue to increase on average every year, with an estimated $360 billion USD lost in 2011. (Centre for Research in the Epidemiology of Disasters)
  • Natural disasters, power outages, IT failures and human error are common causes of disruptions to internal and external communications. They "can cause downtime and have a significant negative impact on employee productivity, customer retention, and the confidence of vendors, partners, and customers." (Debra Chin, Palmer Research, May 2011)

These kinds of "emergencies" are not going away, but because specific emergencies are difficult (if not impossible) to predict, it's not obvious how to deal with them. How do we reduce risk for our employees, vendors, customers and our business? The two best answers to that question are to have a business continuity plan (BCP) and to have a way to communicate and collaborate in the midst of an emergency.

Start with a BCP. A BCP is a strategic plan to help identify and mitigate risk. Investopedia gives a great explanation:

The creation of a strategy through the recognition of threats and risks facing a company, with an eye to ensure that personnel and assets are protected and able to function in the event of a disaster. Business continuity planning (BCP) involves defining potential risks, determining how those risks will affect operations, implementing safeguards and procedures designed to mitigate those risks, testing those procedures to ensure that they work, and periodically reviewing the process to make sure that it is up to date.

Make sure you understand the basics of a BCP, and look for cues from organizations like FEMA for examples of how to approach emergency situations: http://www.ready.gov/business-continuity-planning-suite.

Once you have a basic BCP in place, it's important to be able to execute it when necessary ... That's where an emergency communication and collaboration solution comes into play. You need to streamline how you communicate when an emergency occurs, and if you're relying on a manual process like a phone tree to spread the word and contact key stakeholders in the midst of an incident, you're wasting time that could better be spent focusing to the issue at hand. An emergency communication solution automates that process quickly and logically.

When you create a BCP, you consider which people in your organization are key to responding to specific types of emergencies, and if anything ever happens, you want to get all of those people together. An emergency communication system will collect the relevant information, send it to the relevant people in your organization and seamlessly bridge them into a secured conference call. What would take minutes to complete now takes seconds, and when it comes to responding to these kinds of issues, seconds count. With everyone on a secure call, decisions can be made quickly and recorded to inform employees and stakeholders of what occurred and what the next steps are.

Plan for emergencies and hope that you never have to use that plan. Think about preparing for emergencies strategically, and it could make all the difference in the world. Secure Quorum is a platform that makes it easy to communicate and collaborate quickly, reliably and securely in those high-stress situations, so if you're interested getting help when it comes to responding to emergencies and incidents, visit our site at SecureQuorum.com and check out the whitepaper we just published with one of our customers: Ease of Use: Make it Part of Your Software Decision.

-Gerard Ibarra, CEO of Secure Quorum

This guest blog series highlights companies in SoftLayer's Technology Partners Marketplace.
These Partners have built their businesses on the SoftLayer Platform, and we're excited for them to tell their stories. New Partners will be added to the Marketplace each month, so stay tuned for many more come.
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