- Overview
- Shared Responsibility
- Customer Responsibilities
- Talkdesk’s Responsibilities
- Prerequisites
- Resources
Overview
Talkdesk invests significantly in reliability and resilience; however, there will always be some possibility that unexpected events out of our direct control may occur. Continuity planning can reduce your exposure to many of these events.
Talkdesk provides a framework for customers to build resilience on the Talkdesk platform and prepare for events that could impact contact center operations. These recommendations aim to outline best practices and serve as a starting point for your own continuity planning. You are encouraged to tailor each solution to fit the unique needs of your organization.
Should you require additional support or guidance while implementing your continuity plan, reach out to your Customer Success Manager or submit a request to Talkdesk Support.
Shared Responsibility
Business Continuity Planning is a shared responsibility between you, the customer, and Talkdesk, the provider of your CCaaS services. Within this context, you are responsible for how you access, configure, and use Talkdesk’s services, while Talkdesk owns and is responsible for the CCaaS platform and its underlying infrastructure.
Customer Responsibilities
Local Internet Access & Networking: The network services that your agents use to access the Talkdesk platform. This includes any Virtual Private Network (VPN), firewalls, or other infrastructure that your agents require to access the public internet. Please read our documentation on Best Practices for Internet Connection and our section of articles devoted to Network Setup.
- Account Configuration: The settings and configurations that define how you use the Talkdesk platform, including (but not limited to) provisioning phone numbers and Digital Channels, configuring Studio Flows, defining Roles & Permissions, managing installed applications, and maintaining your global account Admin Settings.
- External Services: You are responsible for external services that you choose to integrate with Talkdesk, including any custom storage providers or telephony carriers that are integrated in a “Bring Your Own Carrier (BYOC)” capacity.
Talkdesk’s Responsibilities
- Service Availability: Talkdesk is responsible for ensuring that the Talkdesk-provided services are available to customers as provided for in the Terms of Service and Service Level Agreement (SLA).
- Service Recovery: Talkdesk is responsible for establishing, maintaining, & testing the Business Continuity & Disaster Recovery plans that support the recovery & restoration of Talkdesk services. This includes the high-availability and multi-region cloud infrastructure that provides the technical underpinning of these plans, data backup & replication solutions, and the exercise of due diligence over Talkdesk’s own third-party service providers.
- Technical Support: Talkdesk provides global 24 x 7 x 365 Customer Support for CCaaS services as defined by the Talkdesk Support Service Policy.
Prerequisites
This article assumes that your operating environment has been configured in accordance with the following best practices:
- Best Practices: Internet Connection
- Network Setup
- Setting up Talkdesk: Requirements & Best Practices
Resources
Talkdesk is here to support you. Please consult the available resources: