Subject: Thread-Index: AQHa07kGGhet1zMgcEK5ArFGP6VVCw== Date: Thu, 11 Jul 2024 17:37:38 +0000 Message-ID: Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: X-MS-Exchange-Organization-RecordReviewCfmType: 0 Content-Type: multipart/alternative; boundary="_000_MA0PR01MB9877F7DC10A9C02FDD82D167A0A52MA0PR01MB9877INDP_" MIME-Version: 1.0 --_000_MA0PR01MB9877F7DC10A9C02FDD82D167A0A52MA0PR01MB9877INDP_ Content-Type: text/plain; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable Thanks for reaching out regarding the need for proactive log monitoring. T= his email explains the context of how our solution works, what to expect. = It also has a few business and technical discovery questions, so we underst= and their business and expectations. It will be great if we can get on a ca= ll with the account team / customer to understand more. This can be answered by a managed services partner or by the customer direc= tly (in case they are self-managing their voice network). Context: 1. The system supports all major versions of OEM supported products. 2. The system gets application logs from Linux and Windows, and platform= logs from Linux. 3. The system collects logs using syslog in Linux and using a custom scr= ipt in Windows. 4. The system operates in 3 logical parts * Collect, aggregate, parse, filter, enrich and forward logs * Detect issues proactively and alert via dashboard, email and Servi= ce Now. Provide 1-click access to logs from the alarm. * Detect call failures, VXML failures, loss of HA, loss of recording= or loss of logging. * Detect operational issues by finding custom patterns in logs like = certificate expiry * Detect complex issues like loss of recording, loss of archival of = recorded files, leak of PII in logs and failure to comply with India OSP re= gulations. 5. They system can be deployed as a 1 VM solution or multi-VM solution d= epending on the number of servers and can be completely onPrem or deployed = on cloud. Discovery questions: (Read =91you=92 as =91you or your customer=92) 1. Do you face issues / outages frequently with voice / contact center l= ike call failures, trunk down, VXML failures etc., or performance issues? = Do you escalate the issues with the OEM? 2. Do you support Avaya SAL method for remote access? 3. Do you use local users in the voice systems? Do you use a privileged= ID manager to store the access credentials? 4. Do you archive voice system / application logs with Splunk / Data dog= or equivalent? 5. Do you analyze the logs you archive? 6. Do you archive logs for compliance reasons? Any specific logs like I= AM / audit logs or all logs? What compliance? 7. Have you ever had a problem of loss of recording or loss of archival = of the recorded files? 8. Do you collect payment card number in the IVR or any other customer P= II? 9. Are you afraid that some PII could be present in the logs? 10. Do you have a contact center or Agents in India (which means you need= to be compliant to OSP regulation)? 11. Do you outsource managed services? Have you signed an SLA with the v= endor for up time / escalation resolution? Are you happy with the managed s= ervices? 12. If not, what do you expect better from the vendor? Thanks --_000_MA0PR01MB9877F7DC10A9C02FDD82D167A0A52MA0PR01MB9877INDP_ Content-Type: text/html; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable

Thanks for reachin= g out regarding the need for proactive log monitoring.  This email exp= lains the context of how our solution works, what to expect.  It also has a few business and technical discovery questions= , so we understand their business and expectations. It will be great if we = can get on a call with the account team / customer to understand more. 

 <= /span>

This can be answer= ed by a managed services partner or by the customer directly (in case they = are self-managing their voice network).

 

Context:

  1. The system supports all major versions of OEM support= ed products.
  2. The system gets application logs from Linux and Windo= ws, and platform logs from Linux.
  3. The system collects logs using syslog in Linux and us= ing a custom script in Windows.
  4. The system operates in 3 logical parts
    1. Collect, aggregate, parse, filter, enrich and forward= logs
    2. Detect issues proactively and alert via dashboard, em= ail and Service Now.  Provide 1-click access to logs from the alarm.
    3. Detect call failures, VXML failures, loss of HA, loss= of recording or loss of logging.
    4. Detect operational issues by finding custom patterns = in logs like certificate expiry
    5. Detect complex issues like loss of recording, loss of= archival of recorded files, leak of PII in logs and failure to comply with= India OSP regulations.
  5. They system can be deployed as a 1 VM solution or mul= ti-VM solution depending on the number of servers and can be completely onPrem or deployed on cloud.

 

Discovery qu= estions: (Read =91you=92 as =91y= ou or your customer=92)

  1. Do you face issues / outages frequently with voice / = contact center like call failures, trunk down, VXML failures etc., or perfo= rmance issues?  Do you escalate the issues with the OEM?
  2. Do you support Avaya SAL method for remote access?
  3. Do you use local users in the voice systems?  Do you use a privileged ID manager to store the access credentials? =
  4. Do you archive voice system / application logs with S= plunk / Data dog or equivalent?
  5. Do you analyze the logs you archive?
  6. Do you archive logs for compliance reasons?  Any specific logs like IAM / audit logs or all logs? What compliance= ?
  7. Have you ever had a problem of loss of recording or l= oss of archival of the recorded files?
  8. Do you collect payment card number in the IVR or any = other customer PII?
  9. Are you afraid that some PII could be present in the = logs?
  10. Do you have a contact center or Agents in India (whic= h means you need to be compliant to OSP regulation)?
  11. Do you outsource managed services?  Have you signed an SLA with the vendor for up time / escalation reso= lution? Are you happy with the managed services?
  12. If not, what do you expect better from the vendor?

 <= /span>

Thanks<= /span>

 <= /span>

 <= /span>

 

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