Puzzel Services Infrastructure Overview

The Puzzel Cloud Services are built on secure state-of-the-art components. All services are produced and delivered from Data Centres fully managed and operated by Puzzel. Data processing takes place in Europe (EU/EEA) and follows European regulations and requirements regarding data protection and data privacy.

• Only well recognised co-location partners are used
• All Puzzel infrastructure is isolated in separate rooms or cages with access only for personnel controlled by Puzzel.
• All Data Centres are locked and alarmed with 24/7/365 surveillance.
• External and internal video monitoring and traceability of access to the premises.
• Redundant climate control with environmental monitoring of gas, moisture, heat and water.
• Fire alarm with automatic firefighting equipment.
• Uninterruptible power supplies are regularly tested against fictional power outages.

Data Centres

Puzzel stores and processes Customer Data at the following Data Centres:

• Data Centre 1: Puzzel DC 1, Oslo, Norway
• Data Centre 2: Puzzel DC 2, Akershus, Norway
• Data Centre 3: Puzzel DC 3, Falkenberg, Sweden
• Data Centre 4: Puzzel DC 4, Stockholm, Sweden
• Data Centre 5: Puzzel DC 5 Stockholm, Sweden
• Data Centre 6: Puzzel DC 6, Stockholm, Sweden
• Microsoft Azure EU/EEA and UK regions
• Amazon AWS Ireland

Data Centres key compliance: ISO 9001:2015, ISO 27001:2013

Infrastructure & resilience

All components in Puzzel’s infrastructure are redundant by design. There are three levels of redundancy built into the infrastructure;

• Component resilience: Every component in the infrastructure has built in resilience within the unit. This might be redundant power adaptors, network cards, mirrored disks etc.
• Load balancing & redundancy: All critical infrastructure such as web servers and application servers are load balanced allowing operational systems even if components/ servers fail completely. For components not suited for load-balancing such as databases advanced synchronization mechanism is used between the active server and passive servers. This prevents data loss and minimal disruption during failover.
• Geo redundancy: All services are built so they can run with full capacity in all Data Centres that the services are hosted, allowing a full outage of either of the Data Centres.
• Backup: Separate backup systems do cross-site backup of Data Centres and are duplicated.

Systems

Carrier interconnections & Internet connections: Operator connections and internet connections are redundant, and traffic are either load balanced or run in active/passive mode from ISPs or Carriers.

Network, Firewalls & Backbone: Internal networks (core switches, firewalls, routers, MUX’es, panels, intercompany connections) are redundant by design

Operator Switches and Session Border Controllers: Soft-switches and Session

Border Controllers (SBC’s) have component resilience and are redundant across the Data Centres. They connect to operator networks, enabling Puzzel’s services to switch voice traffic to and from callers and agents.

Traffic modules: Traffic modules hold the contact centre functionality (IVR, ACD, menus, queues etc). They are stacked and scale by adding more modules (servers).

Application and Web servers: Application Servers provide the services and functionality for the Puzzel Contact Centre such as user management, configuration, SMS services, email channel, Social media channel, billing, statistics etc. Application servers are load balanced and redundant across the Data Centres.

Database servers & File Storage: The databases are the primary storage of the Application- and Customer Data. Examples of data are CDR information, users, statistics, configurations, billing information, recordings and chat dialogues. Databases are either redundant across the Data Centres or run Active/Passive configurations with synchronous synchronization of data between the Data Centres.