Oceanwide · PDF fileOceanwide Operations June 2015 . ... New Service Level Agreement...

© 2015 Oceanwide, Inc.

Oceanwide Operations

June 2015

© 2015 Oceanwide, Inc. 2

2014 / 2015 at a Glance

• Four 9s of Availability (Oceanwide Private Cloud Only)

• Clean SSAE16 Audit

• Successful Annual Disaster Recovery Test

• Upgraded Service Level Agreement

• New Partners & Tech:

– On Premise Compliance Scanning - Lexis Nexis

– Single Sign on - Ping

– eSignature - Silanis

– Build & Deployment Automation

– Encryption at Rest

– Enhanced Issue Response – VictorOps

– Dual Factor Authentication


2015 / 2016 Plans

• Planned for 2015 / 2016

– Storage, Hypervisor, OS, SQL Upgrades

– Address Lookup and Geo Coding - Pitney Bowes

– Integrated SQL Monitoring - App Dynamics

– Real User Monitoring - App Dynamics

– Edge & Replication Firewall Layer Upgrade

– Expanded Encryption at Rest

– Expanded Dual Factor Authentication

– Enhanced DOS Protection


Service Levels Current SLA New SLA

Availability Target 99.9% 99.99%

Credit Threshold 99% 20 outage hours/quarter

99.9% 3 outage hours/quarter

Credit Levels: 5% 10% 15%

Outage Hours 20 – 30 31 – 50

> 51

Outage Hours 3 – 11

11 – 22 > 22

Material Breach Service Level - < 95% Availability

Browser Support - Current version & 1 previous

Productivity Apps Support (MS Word & Excel for Windows)

- Current version & 1 previous

4

New Service Level Agreement

Disaster Recovery Current SLA New SLA

Recovery Time Objective 24hrs 4hrs

Recovery Point Objective 24hrs 5mins


Genoa Availability by Quarter

100.000%

99.953%

100.000% 100.000%

99.937%

99.659%

100.000%

99.988% 99.986%

99.941%

99.526%

99.871%

99.927%

100.000%

99.569%

100.000%

99.500%

99.600%

99.700%

99.800%

99.900%

100.000%

Q1 2012 Q2 2012 Q3 2012 Q4 2012 Q1 2013 Q2 2013 Q3 2013 Q4 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015

Genoa Availability Including Compliance Failures


Genoa Availability: Performance Against Targets

99.950%

99.970%

99.980%

99.99% 99.99%

99.9%

99.99% 100%

99.900%

99.920%

99.940%

99.960%

99.980%

100.000%

2012 2013 2014 2015

Ava

ilab

ility

%

Year

Target Actual


Bridge Availability by Quarter

100.000% 99.974%

100.000% 100.000% 100.000%

99.895%

99.986%

99.897%

100.000%

99.867% 99.872%

99.927%

99.579%

99.500%

99.600%

99.700%

99.800%

99.900%

100.000%

Q1 2013 Q2 2013 Q3 2013 Q4 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015

Bridge Availability Including Compliance Failures


Bridge Availability: Performance Against Targets

99.970%

99.980%

99.99%

99.96%

100.00%

99.90%

99.890%

99.910%

99.930%

99.950%

99.970%

99.990%

2013 2014 2015

Ava

ilab

ility

%

Year

Target Actual


Maintenance

• Usage Summary:

– Half of available maintenance windows used

– Average of 5hrs of maintenance per window

used

• Annual DR test was the only interruption to Genoa

during Saturday retail hours

• Genoa & Integration releases moved

inside of weekly Maintenance window


Browsers

• Oceanwide browser support strategy: • Current browser version within 3 months of GA

and

• One previous browser version

• Continued beta testing for Chrome and Firefox

• Preparations are underway to add Microsoft

Edge to the Oceanwide supported browser list


Desktop Operating System Internet Explorer Version

Windows Vista SP2 Internet Explorer 9

Windows 7 SP1 Internet Explorer 11

Windows 8.1 Update Internet Explorer 11

11

IE & January 12th 2016

• Internet Explorer - Support Changes:

“Beginning January 12, 2016, only the most current

version of Internet Explorer available for a supported

operating system will receive technical support and

security updates, as shown in the table below”


Genoa Browser Usage

75%

17%

6% 2%

IE

Chrome

Firefox

Other


Genoa Browser Usage: IE Breakdown

32%

23%

19%

18%

8%

IE9

IE8

IE7

IE11

IE10


Bridge Browser Usage

72%

22%

3%

2% 1%

IE

Chrome

Firefox

Safari

Other


Bridge Browser Usage: IE Breakdown

48%

17%

12%

12%

11% IE9

IE8

IE10

IE7

IE11


Organizational Growth







© 2015 Oceanwide, Inc. 20 © 2013 Oceanwide, Inc.

10,036 Support Cases opened by 5455 users

• Access Issue: 44%

• New User Creation: 14%

• Training Request: 13%

Customer Support Highlights

44%

14%

13%

10%

8%

7% Access Issue

User set up

Training Issues:Application

Authorized andnon-authorizedrequestsApplicationIssues

InformationRequest

Case Stats:

• 53% from North America

• 80% by email

• 65% during North American business hours

• 92% resolved by Customer Support group

• 75% resolved on first customer contact


Interface Overview

21 © 2013 Oceanwide, Inc.

Standard Interfaces • Ping Federate

• Silanis eSign Live

• Lexis Nexis

• Fairplay

• Informa

• Salesforce

• XE

• Moneris

• Cybersource

Standard Services • Genoa & Bridge Public Web Services

• Bridge Connect

• Oceanwide Data Sync

• 12 new integrations, 17% growth in transaction volume

• 36% Batch / 48% Synchronous / 16% Asynchronous

55 Live Integrations

Data Warehousing

24%

Policy 19%

Claims 16%

Shipment 16%

Reservations 8%

3rd Party Vendor 6%

Invoicing 6%

Premium Booking 5%

Data Warehousing

Policy

Claims

Shipment

Reservations

3rd Party Vendor

Invoicing

Premium Booking

© 2015 Oceanwide, Inc. 22 © 2013 Oceanwide, Inc.

Public Web Service Performance

0

2

4

6

8

10

12

14

16

18

20

2014 Q1 2014 Q2 2014 Q3 2014 Q4 2015 Q1

S

E

C

O

N

D

S

ShipmentWS

PolicyQueryWS

InvoiceQueryWS

BridgePolicyWS

CONFIDENTIAL AND PROPRIETARY. Copyright © 2014 Insurity, Inc. All rights reserved. CONFIDENTIAL AND PROPRIETARY. Copyright © 2014 Insurity, Inc. All rights reserved.

Policy Decisions

Interfaces “Out of the Box” :

• Address verification (Cedyne; Pitney Bowes)

• Geocoding (Cedyne; Pitney Bowes)

• CLUE (LexisNexis)

• MVR (LexisNexis)

• Agency Upload/Download (NxTech)

• Business Credit Reports (D&B)

• Credit Reports (Various)

• Property Value Estimation (MSB)

• Mapping

• Regulatory Compliance (ISO, NCCI, AAIS)

• VIN (Price Digest)

• DMV/ALIRTS (Lexis Nexis)

• Business asset valuation

• CAT Management

• Comparative Rating (Personal Lines)

• Loss History (Experience Rating;

Underwriting)

• Public Fire Protection (City DB)

• Sinkhole Risk

• Rules/code lookups (CLM, SIC, NAIC, etc.)

• OFAC

23

Research is currently under way to identify additional data sources for Commercial & Personal Lines.


Adapters • Policy Decisions

• Billing Decisions

• Claims Decisions

• CedeRite (Reinsurance)

Accelerators (code components that accelerate integration, since the target data structures change from

implementation to implementation):

Insurance Enterprise View (IEV)

24

• 1099 • Claims Administration

(GW ClaimCenter) • Claims TPA’s (Crawford) • CLUE • DMV • General Ledger

(Freedom, Oracle) • ISO

• ISO Claim Search • ISO UNITStat • ISO WCTRP • ISO WCPOLS • MACAR • ODEN • OFAC • Premium Accounting

• State Specific Accelerators: • CA Annual CSS • KY WK ISR

• WCStats • WINS

(Policy, Billing, Claims, Reinsurance, & Data)


Claims

25

INTEGRATION TYPE 3RD PARTY SOURCES

Medical Bill Mitchell

Medical Protocol TechHealth

Auto Salvage Valuation CoPart

Medical Protocols Presley Reed

Medicare Compliance Crowe Paradis

Medicare Compliance Gould & Lamb

Medical Compliance Walters Kluwer

Geo GoogleMaps

Geo BingMaps

Claim analytics? CCC

Claims Estimating Xactware

Glass Claims Safelite

Real Estate Marshall & Swift / Boeckh (MSB)

Legal Bill TyMetrix

Telematics Teletrac (Fleet)

Telematics OmniTrack (Fleet)

Medical ISO Claim Search - heartbeat

Police Reports LexisNexis Police Reports

Fraud ISO Claim Search

TPA Universal TPA

Eligibility Policy Verification vie IEV

Agency Upload/Download

Can interface with AMS/Applied and other agency management systems. (NxTech)

Business Credit Reports LexisNexis

Business Credit Reports D&B


Credit Reports LexisNexis

Credit Reports Experian (access to)

Credit Reports TransUnion (access to)

Credit Reports Equifax (access to)

Estimation Marshall Swift Boeckh

Office of Foreign Assets Control (OFAC)

LexisNexis (Bridger)

Office of Foreign Assets Control (OFAC)

Bridger

Regulatory Compliance ISO

Regulatory Compliance NCCI

Regulatory Compliance Independnt Bureaus

Regulatory Compliance AAIS

Regulatory Compliance LexisNexis (DMV ALIRTS)

VIN Penton

VIN Polk

VIN ISO(Verification and Data)

VIN LN - data prefill

Business asset valuation Marshall Swift Boeckh

Comparative Rating InsurQuote

Comparative Rating Others for Personal Lines

Loss History LexisNexis

Loss History Proprietary Databases

Loss History Non-Insurity Claims Systems

Public Fire Protection ISO

Other (please describe in comments)

ODEN (Legal Notices)


Address verification Cdyne

Address verification Pitney Bowes

Geocoding Cdyne

Geocoding Pitney Bowes

CLUE LexisNexis (Personal Lines CLUE)

MVR LexisNexis (MVR)

Prefill LexisNexis

Prefill ISO

Prefill NCCI

Mapping iMap

Catastrophe Risk Management Yes – was done for Maiden Re – don’t remember solution name

Sinkhole Risk RiskMeter

Real Estate No

Other (please describe in comments)

LexisNexis (Attract)

Banking Banks ACH interface

Banking Recurring Credit Card Web Services

General Ledger Freedom

Check Print Extract All 3rd Partys (refund and disbursement)

ODEN (Legal Notices)

IVR

Portals

Third Party

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