Contingency Plans

At Sosmatic, we have the infrastructure to ensure that the service never stops, as well as protocols and contingency plans for incidents both in the environment and those that may occur on a day-to-day basis.

General outage of the support centre

We have three Contact Centres that can act as failovers for each other.

Main Contact Centre located at 22@ in Barcelona, with over 150 technicians.
Contact Centre in Santiago de Chile (Sosmatic Chile Spa.)
Contact Centre in Colombia (Bogotá).

We also work with Cloud Contact Centre tools, which allow us to react immediately to contingencies, as was the case with COVID-19 in 2020.

Voice or data down

At each CTC we have high redundancy in fibre optics supplemented with 4G/5G.
Some of our operators include Adamo Telecom, Movistar and Colt. In addition, all network electronics are duplicated.

Energy system outage

At each of the CTC centres, we have high energy redundancy, firstly consisting of uninterrupted power supply (UPS) systems with autonomy of up to 4 hours and, secondly, generators that guarantee unlimited autonomy with fuel.

Decline in human resources (agents)

In the event of unforeseen contingencies with more than 20% of the agents (e.g. simultaneous absences), we have a substitution protocol that allows us to recover the capacity necessary to comply with service levels in less than 2 hours.

Decline in human resources (supervision and service management)

In the event of an unforeseen contingency with supervision and service management, we have alternative, trained and qualified teams to assume the management of the service on a temporary basis, until the return of the usual resources or their replacement