Saturday, February 19, 2011

Standby Service Cloud

1. What is a Standby Service Cloud?

A standby service cloud is a multi-tenancy Service Desk application in an independent cloud, providing standby, failover, and redundancy for different Service Desk, Help Desk and CRM applications used by different businesses. It allows organizations to continue conduct business when a primary application is out of service, and have the information transacted in the standby application queued and transmitted to the primary application when the primary application is recovered. In essence, it uses independent hardware and application to create redundancy to other application.

2. Why?

Where does your 24x7 call center staff log tickets or cases when Salesforce (NetSuite, Dynamics CRM online, etc) goes down?

In recently years, the Software-as-a-Service (SaaS) offerings in the “Cloud” by vendors such as Microsoft, and NetSuite have dramatically changed how organizations use information technology. However, one of the problems with the cloud and SaaS offering is the dependency of customers on the cloud vendors, including scheduled and unscheduled downtime and outages. Another problem is that traditional in-house disaster recovery methods don’t apply to those cloud based applications, because organizations don’t have a way to create redundant instances of cloud applications in house, resulting the fail-over to pen, paper, and spreadsheets.

For organizations, the ability to have an independent standby solution is critical. The lack of control and the lack of redundancy are impacting the top line, bottom line, and even survival of businesses.

Hubcase created 24x7 Standby to allow 24/7 call centers using Salesforce, NetSuite, and even in house solutions to continue to log cases, and have the cases automatically sent to your primary system when it comes back.

Ray Zhu
Founder, Hubcase


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