This document delineates our policies and procedures for technology disaster recovery, as well as our process-level plans for recovering critical technology platforms and the telecommunications infrastructure. It summarizes our recommended procedures. Our mission is to ensure information system uptime, data integrity and availability, and business continuity.

This plan covers the Mirage Cloud Services required for CTI services for Salesforce.

The Mirage Cloud Services are required to connect the Salesforce CTI applications to a phone system. Depending on the phone system, there can be different levels of disruptions.

Mirage uses Amazon Data centers in different countries. List of data centers and instances in Select data center for the Mirage Cloud service

The Mirage Cloud Service does not store any data. The service is routing call information (only data, no voice) from the phone system to Salesforce. Therefore, the disaster recovery plan does not need to cover any data restore procedure.

If the Mirage Cloud Service fails, calls are no longer signaled in Salesforce, and outbound calls from Salesforce are impossible. Calls are always possible using the SoftPhone or Desk phone, with the exception of MS-Teams.

If the Mirage MS-Teams connector service fails, calls are limited:

•Outbound calls from the MS-Teams client are possible

•Inbound calls to a direct extension numbers are possible

•Inbound calls to a queue will terminate the inbound call

To guarantee high availability, Mirage uses monitoring services from www.site24x7.com and Amazon AWS.

The live status of all servers can be retrieved through the Mirage website (menu support / status server pool) or using the following link: https://miragesalesforcecti.site24x7statusiq.com

If the monitoring detects a non-responsive service, the monitoring tool terminates the server and starts a new one. The typical time until a server is classified to be replaced is 2 minutes after failure. The typical launch time for a new server is 3 minutes until it is fully available.

In the unlikely event that the automatic recovery is not working or that one Amazon data center is down, or a DNS issue, Mirage provides an option for the customer to switch to another data center manually. This instantly solves the service disruption as all possible components for a service error (server, data center location, DNS issue) are replaced.



The change of the data center location becomes effective immediately (without delay). It requires to logout and logging in again in Salesforce.

The procedure to reconfigure the data center is explained in the chapter Service Recovery by the customer.