Teleperformance’s Disaster Recovery Plans follows ISO 9002 Quality Management System guidelines to minimize operational impact of call center and corporate operations in the event of an unexpected interruption. Our plan is reviewed on a quarterly basis by IT Management. Key components of our Disaster Recover and Business Continuity Plans include:
Mirrored systems
24x7 technical assistance Data archiving on tape with on- and off-site backups Centralized data, processing and reporting provides ability to move work seamlessly between centers Ability to move unit to other Teleperformance subsidiaries in close proximity with parallel platforms and experience-often these offices are used in overflow handling of shared work UPS backups in all site Diesel Generators Contact escalation guidelines and contact information, including internal and vendor contacts Teleperformance maintains intrusion detection software (IDS) to ensure intrusions are monitored and appropriate alerts are created and managed in a timely manner
Power
The entire network operations center, IT staff area etc., is backed up by generators. The server and switch room maintains sufficient UPS backup to bridge delays between power-failure and generator redundancy.
Physical Storage and Processors
All core servers, database servers, production servers, communications servers and development servers maintain RAID level 5 storage. All database servers have redundant power supplies. Production Voice and Data Files
Production data and digitally recorded voice files are replicated from the center to the central data warehouse (in SLC) at the time of sale or other disposition. All files are replicated in “near real-time”. Service Contracts
Service agreements for production systems and switch equipment include tier-1 support and most rapid responses with 24x7 coverage. IT personnel are staffed 24x7 to monitor systems and leadership is on call 24x7x365 for support and escalation. Teleperformance operates a “Class A” data center in our Salt Lake City, UT; Seattle, WA; and offshore locations in the Philippines, India, Argentina, and Mexico. The data centers provide the technology necessary to keep your mission-critical servers fully operational 24 hours a day, 7 days a week.
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