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Service Availability, Disruption & Recovery

This section covers the main threats to service availability, mitigation strategies, and operational recovery plans for the Sprinklr Live Chat system.

Availability Threats

  • Denial of Service (DoS/DDoS): Attackers may attempt to overwhelm Sprinklr Live Chat or partner endpoints.
  • Infrastructure Failure: Cloud provider outages, network partitioning, or hardware failures.
  • Software Bugs/Deployment Issues: Faulty releases or misconfigurations causing service downtime.
  • Third-Party Dependency Outages: LLM API providers, plugin services, or partner backends becoming unavailable.

Mitigations

  • Redundancy & High Availability: Multi-region deployment, load balancing, and failover for critical services.
  • Auto-Scaling & Rate Limiting: Elastic scaling to absorb traffic spikes; rate limiting to prevent abuse.
  • Monitoring & Alerting: Real-time health checks, synthetic monitoring, and alerting for anomalies.
  • Backups & Disaster Recovery: Regular backups of critical data; tested DR plans for rapid restoration.
  • Graceful Degradation: Fallback to basic chat or cached knowledge if LLM or partner backend is unavailable.

Recovery & Operational Action Plan

  • Incident Response: Defined escalation paths, on-call rotations, and runbooks for common failure scenarios.
  • RTO/RPO Targets: Documented Recovery Time Objective (RTO) and Recovery Point Objective (RPO) for each service.
  • Failover Procedures: Automated and manual failover steps for regional or component-level outages.
  • Communication: Stakeholder and partner notification protocols during major incidents.
  • Postmortem & Continuous Improvement: Root cause analysis and remediation tracking after disruptions.

Open Questions & Gaps

  • Are DR and failover plans regularly tested and updated?
  • Are all critical dependencies monitored for availability?
  • Are SLAs/SLOs defined and communicated to partners?
  • Is there a clear process for partner notification and support during outages?
  • Are lessons learned from incidents fed back into operational improvements?