1. SCOTT WELCH

2. Five9 Operations
Mission: To deliver a robust and secure cloud environment that enables and accelerates Five9’s market penetration
Vision: To position Five9 as the industry leader in innovation, reliability, and scalability in delivering a world class cloud infrastructure
Goals
Deliver platform availability equal to our name %
Achieve Operational Excellence through continuous improvement
Delight our customer with professional service delivery
Protect customer and Five9 data and resources
Motto: Know it, Own it, Control it
Five9 Confidential

3. Five9 Customer’s Hierarchy of Needs
Features
Gain value
Transparency
Straightforward communication
Open dialogue
Accountability
Say what we will do
Do what we say
Urgent Response
Respond as if you can’t breathe (but don’t panic)
System Availability
Like air, you only care if you don’t have it

4. Redundant Datacenters
Architected for a high degree of fault tolerance
Carrier grade data centers (Coresite, QTS), redundant carriers, internet connections, hardware components, and software services
“Lights-Out” Operation— No onsite resources
Geographic Redundancy
Reroute inbound traffic as needed
Santa Clara, CA
Atlanta, GA
Amsterdam
London

5. Datacenter Architecture
Customer Agents
Internet, VPN, MPLS
Internet, VPN, MPLS
Customer Agents
Consumers
 External Cisco Firewalls: Cisco ASA 5585
·        Internal Cisco Firewalls: Cisco ASA 5585
·        Core switches: Cisco Nexus 7010
·        VPN devices: Cisco ASA 5545
·        IPS: HP TippingPoint 7100NX
VoIP, TDM Carriers
VoIP, TDM Carriers
F5 Load Balancer
F5 Load Balancer
Sonus SBC
Sonus SBC
SUM, RPT, Dashboard, FTP
SUM, RPT, Dashboard, FTP
API, Login,
Web Apps,
Web Cache
API , Login, Web Apps,
Web Cache
Client Interface
Client Interface
VCC Cluster
VCC Cluster
Data Synchronization
Customer Database Primary / Secondary
Customer Database Primary / Secondary
Five9 Data Center— Santa Clara
Five9 Data Center— Atlanta

6. …14+ Telecom Architecture Neustar LNP Database Element Manager
Customer Info
Rate Sheets
Business Rules
Routing Policy MCR
Quality Monitoring
Carrier
…14+
Carrier
Agent
SBC
Five9 VCC
SBC
Carrier
B-Side
A-Side
PSTN

7. Multiple Layers of Security
Physical
Key card access; biometric scanners; mantrap entries
Perimeter and interior IP-DVR cameras; 24x7x365 security guard monitoring
Perimeter fence with controlled site access
N+1 DX cooling system; 24 hours of on-site water storage
BMS control and monitoring
Network
Three-tier network architecture; Customers can connect over the Internet or over site-to-site VPN (IPsec tunnel) or MPLS
Firewalls
Prevent
IPS (HP Tipping Point)
Two factor authentication
Guard
Detect configuration changes
IDS; vulnerability management
24x7 NOC for monitoring and alert management
Physical
Network
Prevent
Guard
Protect
Mitigate
Data

8. Multiple Layers of Security
Protect
Encryption of data in transit — SFTP; HTTPS
Encryption of recordings at rest – secure NAS
Anti-malware; anti-virus
Mitigate
Patch and Release Management follow Change Management and SDLC
Separation of environments — Dev, QA and Prod
Training and awareness; penetration testing
Data
Database redundancy and replication
Role-based access control; least privileged; SOD
Application level authentication based on DB
Physical
Network
Prevent
Guard
Protect
Mitigate
Data

9. VCC Centralized Private Cloud Next Gen Voice Public Cloud
Five9 Global Voice
VCC Centralized Private Cloud
Next Gen Voice Public Cloud
Voice/SBC Virtualized
AWS | VM’s
VMS
SW SONUS SBC
VCC | Storage
VCC | Storage
Tokyo
SLC DC
ATL DC
Public cloud provider
ASIAPAC
VCC Login
voice
agent
In-region contact

10. Five9 Support Portal Enhancements
Support Portal Highlights
New user interface to create, check status, update and comment on support cases
See all cases opened for your organization
Escalate a support case via Support Portal
Search improved HTML Knowledge Articles
See suggested Articles during case creation
Rate Knowledge Articles
Improved search capabilities
Updated Five9 University content
Available October 2016

11. New Customer Community Forum
ASK QUESTIONS, GET ANSWERS, SHARE EXPERIENCES
HIGHLIGHTS
Online Access to Five9 SME’s
Ask & Share Best Practices with
other Users
Enhanced Developer & API support
Active Moderators online
Recommend relevant posts, files,
and groups on any topic
Available November 2016