3CLogic offers call center solution with Software as a Service (SaaS) model. Like any other SaaS provider we have our regular maintenance window every Sunday morning from 12am EST to 4 AM EST. As you can imagine, running a call center is a critical mission and any downtime even if it is a scheduled one needs to be minimized. 3CLogic is well aware of its customer profile and the mission critical nature of the call center application that it offers. Since past two years, we have not done any extended maintenance on our servers. Recently we added a lot of new features and also redesigned the underlying database structure. This required an extended maintenance window than the usual four hours on Sunday morning. We sent out a notice to all our customers indicating that we would need a longer window to perform maintenance. The response we received completely surprised us. Several of our customers called back and said that longer maintenance window will have a serious impact on their business.
One of the clients who called us back was Oasis Marketing. Oasis Marketing does outbound calling. They wanted to run a 36 hour campaign over the weekend when we wanted to do maintenance. Another 3CLogic customer, Digital Bridge Communications based out of Ashburn, Virginia, was bracing for the blizzard of 2010 that weekend. They wanted their customer support folks to work from home while still providing the usual weekend coverage and support to their clients.
These were just few of the many examples, who could not have any kind of extended maintenance window even if it was pre-scheduled. 3CLogic quickly put a SWAT team in place, which started brainstorming ways to minimize or eliminate the downtime required for this extended maintenance window. Just as the blizzard moved into the DC metro area, we moved all the customers to backup servers. We took the production servers and started performing upgrades and maintenance on them. As soon as the maintenance was completed, we moved all the customers back to the upgraded servers. Result: Zero impact on our customers’ business. SaaS for mission critical application like call centers really means 99.999 up time.