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Stability, Reliability & SecurityTroy Anderson and Steve Williams

Software as a Service (SaaS)

• What it means to be a SaaS company• Provide software over the Internet• Can update without physical shipping code• We need to up, stable and secure

• New investments to help bolster our services

What you’ll get without asking

• Security for your data• 100% “uptime”

• Reliable services• 99.9% uptime

• Dependable software you can use 365/24/60/60

New investments

What you’ll get without asking

• New SAN (Storage Area Network) in our US data center. • The SAN is a high-speed network of storage devices that replace

the disks on the local servers. • These drives are 10 times faster than the ones they are

replacing. • This will provide us with significantly faster response times in terms of

both data retrieval and file access. • In addition, this SAN will replicate to another SAN so we will have better

replication and quicker recovery in the event of problems.

What you’ll get without asking

• New Switches • Connections of our servers to the SAN have been

upgraded. • They have 10x the capacity of the old ones bringing us from

2gb/second to 20 gb/second. • This will result in faster throughput to the SAN and • will also eliminate single points of failure that previously would

result in downtime.

What you’ll get without asking

• New Database Servers • we have replaced our database servers with faster, high-

performance hardware with increased memory, faster CPU’s and Solid State Drives.

• The new database servers will also be set up in clusters with the ability to automatically failover in the event of hardware issues.

• This will provide performance improvements for data access and high availability.

What you’ll get without asking

• New Firewalls – • the new Firewalls are more powerful and can handle a

greater volume of traffic. • This will provide us with a greater level of security with

improved intrusion detection.

What you’ll get without asking

• New database monitoring software• this new software will enable us to detect database issues

at a more granular level and allow us to be more proactive about detecting database failures.

• Now, we’ll know if you have a problem before the server gives us any indication, resulting in better ability to forewarn of potential issues.

What you’ll get without asking• The Canadian data center not only hosts our Canadian clients but also

serves as our disaster recovery and failover site for US-based Encompass clients.– We have changed from a Tier 2 data center to a new Tier 3 data center which

provides 24/7 support and greater capacity, enabling us to support the entire US environment, if required in a disaster or failover situation. With this new data center we will see a significant decrease in recovery time (RTO) should we need to fail over and will enable us to service all of our US clients.

– The SAN which was replaced in the US data center will be installed in the Canadian data center to provide off-site replication and to improve recovery time and data availability for disaster recovery.

New “investment”

New “investment” in active listening

• Sizzler is great feedback• New “investment”• Your feedback gets reflected back to you• You can see your feedback• We listen to your feedback• We act on your feedback

What you get by asking

Post-Its

Grouping of Issues