Operations
Operations — overview
How operational responsibilities are split between your team and SIVO. What you manage and what the platform manages.
Updated:
operationsslasupport
This section covers how SIVO is operated once your platform is in production.
What SIVO operates for you
As managed SaaS, SIVO handles:
- Infrastructure: servers, network, storage, encryption.
- Patches and updates: applied without your intervention.
- Encrypted backups of your data.
- Platform maintenance.
Your team doesn’t install servers, doesn’t patch, doesn’t provision infrastructure.
What you operate
Your team handles:
- Manage agents: onboarding, offboarding, queue assignment, pause management.
- Design call flows (IVR designer).
- Manage trunks (phone carriers you contract).
- Define policies for recording and transcription.
- Configure integrations: Salesforce, webhooks to CRM, AI providers.
- Watch metrics from the wallboard and decide on capacity sizing.
Related pages in this section
- Troubleshooting — diagnostic for the most common issues.
- Recordings — management, retention and exports.
- Audit log — querying the activity log.