While businesses have become increasingly dependent on computer-based systems, it’s critical that these systems run 24/7. High availability is a top priority, especially for cloud software.
As a real time customer-facing communication tool, live chat software must offer higher availability than most other business applications. When a customer reaches out via chat, they expect a quick response and a quick resolution. If the chat gets dropped they’re not going to be too pleased.
Despite heavy testing, computer hardware and software can experience failures that result from power supply issues, computer network outages, security breaches or domain name resolution problems. Additionally, there are external elements, such as fires, earthquakes, floods and storms that can severely damage or destroy entire data centers.
Comm100 Live Chat MaximumOn™ is a patent-pending technology that provides data center level redundancy for Comm100’s live chat solution to achieve unprecedented high availability. When deployment in one data center fails, the redundant deployment in a different data center will automatically take over. Web site visitors will not even notice the switch, and on-going chats remain intact.
Comprising industry-leading component and system level redundancies, Comm100’s MaximumOn™ technology can sustain the live chat service during almost every type of component, system, and data center level failure, including planned downtime as well as regular system maintenance.
In this white paper, we will discuss concepts related to high availability and then explain how Comm100’s MaximumOn™ technology implements these concepts to provide ultimate reliability in live chat.
High Availability can be defined as the ability of a system to maintain continuous operation over an extended period of time. The concept of availability is expressed using several different terms, as explained in the subsections below.
1. The number of 9s
Availability is expressed as a percentage according to the equation below: Availability = (total time – downtime) / total time * 100%
When the result of the above equation is greater than 99%, we refer to the total number of consecutive 9s as an indication of the availability. For example, 99.916% has three consecutive 9s, whereas 99.997% has four consecutive 9s. The more consecutive 9s, the better.
2. Planned Downtime and Unplanned Downtime
There are two kinds of downtime: planned and unplanned. Planned downtime is anticipated and scheduled while unplanned downtime is unexpected due to system failure, human error or a process problem.
The table shows the total downtime in a year corresponding to a different number of 9s:
|The number of 9s||Availability %||Total Annual Downtime|
|2||99%||3 days, 15 hours, 36 minutes|
|3||99.9%||8 hours, 45 minutes, 36 seconds|
|4||99.99%||52 minutes, 33 seconds|
|5||99.999%||5 minutes, 15 seconds|
3. Recovery Time Objective (RTO)
Recovery Time Objective is the duration of time within which the system must recover from failure. RTO is widely used by businesses to set goals that indicate how much downtime a business can tolerate.
Failover refers to the act of switching to a different, redundant system upon the failure of – or abnormal conditions within – the currently active system. Manual failover may take minutes or even hours, while automatic failover usually takes seconds or even milliseconds. For high availability solutions, automatic failover is a must-have.
Redundancy refers to the duplication of critical components or functions of a system. High availability solutions depend on redundancy to eliminate single points of failure and maintain service availability. Different levels of redundancy provide different levels of availability. High availability is essentially a business tradeoff between the cost of downtime and that of avoiding or reducing the downtime. Generally speaking, there are 3 levels of redundancy.
The table below further explains the different levels of redundancy:
|Level 1 – Basic Redundancy||Level 2 – Component Level Redundancy||Level 3 – System Level Redundancy|
|Type of applications||No need for immediate recovery. Manual intervention is acceptable.||Important business applications tolerating little downtime.||Mission critical applications accepting virtually no downtime.|
|Cost and Complexity||Cost and complexity are significantly lower than the other levels of redundancy||Cost is higher than that of level 1. Since commodity fault tolerant systems are widely available, the complexity is not very high.||Cost is high as usually both the component and the system level redundancies are provided. Managing the clusters and automatic failovers requires in-depth expertise.|
|Technologies||Basic data backup and use of commodity hardware.||Fault-tolerant operating system, hot swap hard disk array, redundant fan, redundant power unit, network card coupling, etc.||Server clusters, load balancing, redundant network switches, data mirroring, multiple network providers, multiple electric power supplies and UPS, etc.|
|RTO (Recovery Time Objective)||Usually hours or even days. Services are unavailable during the downtime.||RTO = 0 for component level failure. No interruption of service when a single component is down. Recovery time could be hours or days when there is a system level failure.||RTO = 0 for system/machine level failure. No interruption of service when a single server or network node is down.|
|Failover||Manual failover usually required.||Automatic failover for component level failures. Manual failover required for higher level failure.||Automatic failover for component and system level failures.|
A software solution with the above mentioned 3rd level redundancy is able to withstand most component level and system level failures. However, there are still scenarios that involve service downtime, which could be:
1. Data Center Level Failure
Modern advanced data centers usually deploy redundancy to ensure system availability in the event of node failure. But we all know data center failures do happen. Human error, planned upgrade or replacing of devices, manual failover of redundant devices, fire in the building, natural disasters, power failures, upstream network problem, DDOS attack or cooling system failure can all contribute the downtime of a data center.
2. Human Error
The higher the level of availability required, the more complex the system becomes, and the
more complexity in the system design, the more likely human error creates downtime.
In the book entitled High Availability Network Fundamentals, CISCO states that the downtime
caused by human error is “more than the downtime for all other reasons combined.” The book
goes on to state, “When they do have problems, it is just as likely to be a result of someone
changing something as it is for any other reason.”
In a high availability environment, there are many possible human errors, such as incorrect firewall settings, flawed security settings, accidental file deletion, incorrect application version deployment, and misconfiguration of network elements. As the list goes on, any human error could leave the component level and system level redundancy solution useless.
3. Planned Downtime for Upgrade or Maintenance
Businesses often need to upgrade hardware to accommodate more user requests, upgrade software to roll out new features or apply operating system patches to improve system security and stability.
Well managed planned downtime is usually considered as an investment in preventing or mitigating unplanned downtime. The fact is, no matter planned or unplanned, when the system is down, it is down. There is no difference to the users.
4. DNS Failure
Web applications rely on DNS to find the IP address of the servers. If there is a problem with the DNS server for any reason, the server is not accessible for the client even though the server applications are still running.
The Comm100 Live Chat patent-pending MaximumOn™ technology introduces a new level of
redundancy into the live chat market, bringing it beyond the data center boundary with the
ability to withstand not only component and system level failures, but also data center level
By having redundancy at the data center level, the downtime can be significantly reduced. For a deployment in one data center with an availability percentage of 99.99%, the annual downtime is 52 minutes, 33 seconds. If the two deployments are spread across two separate data centers in different areas, each with the same 99.99% reliability, the annual downtime can be near to zero, as the probability that these two failure times overlap is very small.
Note that human errors and planned downtime that do not cross the data center boundary will not bring the service down.
MaximumOn™ is an advanced technology developed by Comm100, based on years of research and experience in understanding businesses’ live chat needs. The technology can protect Comm100’s live chat solution from both component/system level failures as well as data center level failures, which means chat conversations can remain intact even when a whole data center is down.
Why It Matters?
1. Data center level failure happens and it’s expensive.
A study conducted by Ponemon Institute in 2013 shows that 91% of the data centers surveyed have experienced an unplanned data center outage in the past 24 months. Taking the planned downtime into account, you know how often it happens. The study further indicates that the average cost per minute of data center downtime has increased to $7,908 in 2013. Remember that the live chat solution is for businesses to have real time communication with their customers, which means the cost can be even higher.
2. Live chat is one of the main customer communication tools for increasingly more businesses.
According to a recent report, 79% of businesses say that offering live chat has a positive effect on sales, revenue, and customer loyalty. The most beautiful part in live chat communication is that it happens in real time. Having a chat button on the website saying “I’m online to chat” gives customers a sense of reliability. By answering questions instantly, businesses can further boost customers’ confidence in the brand. The disruption of live chat can harm not only the sales or customer satisfaction, but also the brand reputation of a business.
Below is a high level architectural description of the Comm100 Live Chat MaximumOn™ technology.
In the Primary Deployment, Comm100 employs level 2 and level 3 redundancies to sustain the system in the event of component or system level failures. A high end N+1 data center is selected to host the servers. Rigorous disaster recovery plans are implemented. Data are continually backed up both locally and to a remote site.
In addition to the Primary Deployment, Comm100 implements a Redundant Deployment in a separate data center, which synchronizes with the Primary Deployment in both software applications and databases.
The Moderator monitors the status of the two deployments and indicates the currently active one for Operators and Website Visitors. Failover is automatic by default. Normally, Operators and Website Visitors are connected to the Primary Deployment. When it fails, the Moderator will direct them to the stand-by Redundant Deployment. When the Primary Deployment is back to normal, the Moderator will set it as active again with all the data synchronized. When the Moderator fails, Operators and Website Visitors will bypass the Moderator to directly connect with the Primary Deployment or the Redundant Deployment. Manual failover is also provided in the event of planned downtime.
The high level concept of the Comm100 MaximumOn™ technology may look simple, but the actual patent pending technology to keep the on-going chats intact requires sophisticated algorithms, strong attention to detail and years of experience in developing live chat applications.
Failures and Scenarios
The table below itemizes failure scenarios and describes how the Comm100 Live Chat MaximumOn™ technology responds.
|Failure Scenario||What Happens||System Keeps Running|
|Redundant component failure, such as hard disk, fan, power unit and network card failure||The component level redundancy protects the deployment.||Yes|
|Non-redundant component failure, such as mother board, CPU failure||The system level redundancy protects the deployment.||Yes|
|Server failure||The system level redundancy protects the deployment.||Yes|
|Network device failure||If the network device is redundant, the system level redundancy protects the deployment.||Yes|
|If the network device is not redundant, the data center level redundancy protects the service.||Yes|
|Data center failure||The data center level redundancy protects the service.||Yes|
|Human error||If the human error causes system failure and the error is limited in the data center boundary, the data center level redundancy protects the service.||Yes|
|If the human error causes system failure and the error is across the data centers, the whole service is down.||No|
|Hardware upgrade||Do it only in one data center at a time. Shut down the system, upgrade the hardware and start the system. When one deployment is down, the redundant deployment in the other data center sustains the service.||Yes|
|Software upgrade and system patch||Do it only in one data center at a time. Shutdown the system, upgrade the software or apply the patches and start the system. When one deployment is down, the redundant deployment in the other data center sustains the service.||Yes|
|The active deployment failure||The standby deployment will take over.||Yes|
|Standby deployment failure||Not affected. But failure needs to be fixed.||Yes|
|The active deployment failure while chatting||The standby deployment will take over. The ongoing chat content will be pushed from the Operator’s side to the server. The Operator and the Web Site Visitor do not notice the failover.||Yes|
|One DNS server failure||The other server will be used automatically.||Yes|
|Moderator failure||The Operator and Web Site Visitor sides will bypass the Moderator. The Primary Deployment will be used as the active deployment by default. If the Primary Deployment is not working properly, the Redundant Deployment will be used as the active one.||Yes|
|Both the Primary Deployment and the Redundant Deployment are down||In this event, the system is down.||No|
|The Primary Deployment is back online||The chat transcripts and offline messages in the Redundant Deployment will be synchronized back to the Primary Deployment.||Yes|
While MaximumOn servers fully support all core chat capabilities, some non-core capabilities are not currently available. Please refer to the following list of current unavailable capabilities:
• Agent Assist
• Agent Console Extension
• Update expired agent password
• Agent Console mobile app
• Knowledge Base integration
• Ticket integration
• Social media integration
• SMS integration
• Shopify integration
• Join.me integration
• Real-time data exchange through Restful API
• Some features in Control Panel, including Live Chat, Ticket, Knowledge Base and Bot
We will continue to expand the scope of MaximumOn coverage, and will keep this list updated accordingly.
Given the importance of high availability for live chat as a critical customer communication platform, it is essential to understand the different levels of redundancy and how they affect availability. Comm100 Live Chat MaximumOn™ technology offers the highest degree of redundancy – up to and including our data centers – to ensure that you can continue to engage with your customers via live chat through virtually every type of disruption. Don’t compromise the customer engagements you’re working so hard to cultivate. Choose Comm100 Live Chat and you’ll never have to apologize for a dropped chat again.