Using Parature to Enforce SLAs Monitoring, Alerting

1
Using Parature to Enforce SLAs (Monitoring,
Alerting Reporting)

• Max Whitaker, K2 Network

2
Agenda

• Company Support Profile
• Pass-through Authentication (PTA)
• K2s Service Level Commitment
• SLA Monitoring
• SLA Alerting
• SLA Reporting

3
Company Support Profile

• Company Classification Online Computer Gaming
• Client Base B2C
• Business Model Free2Play
• Customer Profile Passionate/Sometimes Malicious
• Support Structure Tiered
• Ticket Volume 2,500 submissions/day
• Support Languages English, German, Turkish
• Service Desk Parature Fall 07

4
Pass-through Authentication (PTA)

• Workflow
• Player logs into game website.
• Player clicks Submit Ticket button.
• Game website passes game account and SLA data
  securely to Parature.
• Player is redirected to Parature portal.
• No need for player to log in again and no
  opportunity for abuse.
• Discussed in subsequent slide.

5
Pass-through Authentication (PTA)
6
Pass-through Authentication (PTA)

• K2 Security Debrief
• Passionate/sometimes malicious community
• Numerous/extensive attacks
• 2007 Distributed Denial of Service (DDOS)
  attacks
• 2-3 month duration
• 10 Megabit/second minimum sustained 24/7
• 1 Gigabit/second peak
• Peak is equivalent to ESPN.coms overall traffic
• Parature PTA Security
• PTA abuse has been encountered
• Quick response and security hardening from
  Parature

7
K2s Service Level Commitment
8
SLA Monitoring

• Support Eligibility Determination
• Support Level
• Support Language
• Service Level Adherence
• Response Time (Tier I)
• Resolution Time (Tier II)

9
SLA Alerting

• Disabled
• Does not fit our operational structure

10
SLA Reporting

• Along with quality and quota adherence metrics,
  cornerstone of operational success measurement
• Variance reporting Percent of submissions
  actioned within promised turn-around period
• Granular breakdown
• Game
• Bucket (Game, Payment, Technical Support)
• Issue Category

11
Thanks for coming!

• Any Questions?