Recognized by ATSI for Exceptional Business Continuity Plan

answer_Certification_ATSIDirect Line Tele Response has a very robust Business Continuity Plan intact. We manage many large Medical Office and Government Agency calls including the American Red Cross. In any type of disaster, from server failure to much larger urgent events, we’ve got you covered 24/7/365.

After a third-party, independent audit conducted by ATSI (Association of TeleServices International), Direct Line Tele Response has achieved the 24/7 Gold Site Certification which is the highest degree of Business Continuity Certification in the industry.

This certification indicates that we have met and exceeded the highest standards in the following areas:

  • Business Practices, Life Safety, Operations (including normal and emergency procedures)
  • 24/7/365 Preparedness
  • Proficient Recovery Techniques
  • Personnel Hiring Practices
  • Training and ongoing evaluations through a peer review program focusing on 99.9% annual run time.

Continuity Plan Audit Areas Include:

Virtualized Servers Our mission critical servers are in a virtualized environment so if any one physical server has issues, the other two nodes can handle the load. This system is then backed up to another server on site and nightly backed up offsite.

Climate Controlled Environment Our server room is climate controlled with a separate split air conditioning unit to keep optimal temperatures at all times. A continuous temperature watch system is also employed and our in-house and on call staff are notified immediately of any issues.

Multiple Service Providers Direct Line utilizes not only PRI-T1 technology for the bulk of our incoming call traffic, we also have VOIP service over multiple internet connections as not only our primary outgoing call “trunking” but also our “failover” solution should our PRI traffic be disrupted in any manner.

Alternative Internet Providers As mentioned above, we have two internet providers, one via an Ethernet loop and one via cable. As you may know, AT&T handles the last mile of most connection points into any residence or business. By having a secondary means of internet that is not on the AT&T loop we are able to bypass our reliance on any one provider. Our firewall is not only used for security, but also can automatically switch between internet providers should one be inoperable.

Generator & Uninterruptible Power System Our Generator and Uninterruptible Power System or UPS is continually running so as to handle any variations of power from PG&E. This also allows us to bridge the gap of time prior to the generator powering on. Direct Line houses a onsite diesel generator that allows us ongoing service in the event of a power outage. The 100 gallon capacity provides three (3) to four (4) days of continuous service. We also have a strategic alliance with a fuel service provider in the extremely rare case that more fuel is needed.

Safety Net We are proud to now announce we have the ability to route calls off site and utilize an ACD switch with our provider in the New England Area. If there is an issue, such as a major natural disaster(s) or something catastrophic within our corporate office such as a fire, we would be able to route the calls to this offsite switch for seamless processing. This is the third source of backup for our system data and second offsite location. Call Agents are able to login from any PC and process all calls.

Remote Staff Part of our Business Continuity planning is to have some of our professional Call Agents located outside of our immediate geographical area. We have Call Agents located in New York, Oregon, Texas and Nevada as well as in the Sacramento and Vallejo vicinities.

Mobile Command Unit We now have a mobile command unit with generator power that can be used to deploy in case of an office or more of an area-wide event.