Reliability And Disaster Recovery

RightNow CX “Access Everywhere” Cloud Infrastructure

The RightNow CX Cloud infrastructure is hosted in five robust market leading global data centers. All five of these world-class geographically disbursed data centers are “carrier class” and meet our strict standards for availability, reliability, and security.

RightNow CX “Available Anytime” Cloud Architecture

The RightNow Cloud Architecture provides the mission-critical reliability and disaster recovery to support some of the world’s biggest brands, including TomTom, BT, Sony, Nikon, EA, and Black & Decker.

As part of this carrier class standard, RightNow utilizes an advanced data replication system that keeps customer data in sync with online disaster recovery systems in our disaster recovery data center in Chicago, Illinois.

Extensive redundancy is inherent to the RightNow CX Platform:

• Mirrored data centers
• A “POD” based architecture for maximum flexibility, reliability
• Multi-tenant, multi-version architecture for maximum efficiency and scalability
• Real-time recovery point objective (RPO)
• Deep operations automation major maintenance and change functions
• Real-time full redundancy for each data center
• Redundant network backbone
• Additional offsite remote data backups
• A guaranteed SLAs backup by service credits

Features

• Proven consistent track record of high availability
• Multi-tenancy, multi-version architecture
• Flexible cloud services agreement
• Mini-cloud design – shared nothing
• Horizontal and vertical elastic capacity
• 5 leading global data centers
• Monitoring redundancy
• Performance management
• Operational visibility
• Certified disaster recovery (DR)
• Hot and cold standby
• Load balancing across PODs
• Real-time database, system and data redundancy
• Real-time recovery point objective (RPO)
• Additional offsite remote data backups
• Guaranteed SLAs backed up by service credits
• 24x7x365 staffed NOC’s
• Continuous service level management
• Incident response
• Change control management
• Pod isolation
• Dedicated security staff
• Daily vulnerability assessments
• Network intrusion detection
• Third party quarterly security audits
• Secure, encrypted access
• Remote encrypted administration
• Auditable access and transaction logging
• Biometric scanning