Support and Performance

Owned by David Chmielewski
Last updated: May 28, 2024 by Kristafanie Somers
2 min read

Overview

Quavo is committed to providing unparalleled software support and achieving performance excellence in all aspects of our operations. We strive to continually raise the bar for quality and satisfaction.

Cloud Offering Details

QFD's cloud offering utilizes enterprise grade principles and deployment practices on Amazon Web Services (AWS). 

Regional Deployment

QFD is deployed currently in the AWS N. Virginia region.  Within this region are six availability zones.  QFD's cloud deployment does not have any single points of failure related to any one availability zone.

Data Residency

Data resides only within the United States.

Service Availability and Recovery Objectives

QFD cloud has production level availability SLAs and recovery objectives.

Service Level Agreements

Data Backup

QFD cloud offers data backup service, with a Service Recovery Time Objective (RTO) and Recovery Point Objective (RPO). The recovery time from backup is dependent on the volume of data to be restored. Backups are performed on an ongoing basis and are kept for a rolling 30-day period.
Backups are for data recovery purposes only and are not available to clients for other reasons.

Data Retention

Service Management

QFD's cloud team manages its service in three key areas:

  • Incident Management - Quavo offers a support portal that is available 24 hours a day, 365 days a year.  Staff monitors and responds to incidents within SLAs at all times. 
    Incident Management

  • Change Management - Quavo employs a rigorous change management policy, including many key factors such as client communication requirements, separation of duties principles and C-level approval of all change. 
    Change Management

  • Disaster Recovery Management - Redundancies are built into QFD cloud, but disaster recovery policies must be maintained and exercised on a regular basis. 
    Disaster Recovery

Service Operations

The QFD cloud employs day-to-day operations around the following key areas:

  • Environment monitoring and management - Resource utilization is monitored and additional infrastructure elements can be added dynamically without impact to user performance or stability.

  • Database monitoring and management - Database level events are monitored and adjustments are made to adjust to user demand, storage capacity limits, etc.

  • Network level monitoring and management - Firewall logs are reviewed, security group configurations are checked, and usage patters are checked against historical patterns.

  • Service maintenance and updates - Software and infrastructure updates are applied during scheduled outage windows or deployed hot with monitoring.

  • Security monitoring and management - Security monitoring is executed in accordance with pre-defined procedures.
    Security Standards

  • Data backup management - Management of archives and restoral if necessary.

Service Connectivity

All connectivity to services is provided in a secure manner with TLS 1.2 required.

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