Univerx Trust Center
Resilience
Multi-zone availability, independent services, continuity plans and a planned status page: Univerx is designed to keep your customer service running when part of the infrastructure fails.
Building blocks
Resilience in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Several zones
Services run distributed across several availability zones within a region.
Independent services
If one service fails, the others keep running; telephony does not depend on analytics.
Continuity plans
Documented procedures for outages, regularly rehearsed and revised.
Status page planned
A public status page is planned; we share its address with the contract.
Commitment in the contract
Availability is committed contractually; the figure is in the contract, not on the website.
#Keeping going when something fails
Outages cannot be ruled out entirely. Hardware fails, networks have faults, software has bugs. Resilience means such a failure does not take the whole service down with it. Univerx is designed to contain disruptions and fix them quickly.
It starts with the architecture. The platform consists of independent services running across several availability zones within a region. A problem in one service or zone stays there.
#Three levels of resilience
Architecture. Independent services that scale and fail separately. Telephony does not depend on analytics, analytics does not depend on chat. More under Cloud architecture.
Operations. Continuous monitoring, automatic shifting of load during failures and a team that resolves incidents according to defined procedures.
Preparation. Documented continuity plans that are rehearsed and revised regularly. A public status page is planned.
Planned maintenance is to be announced there in advance. Because the platform is updated continuously, there are no big version changes, but many small changes rolled out service by service.
#Transparency during incidents
When something is not working, you want to know before your customers tell you. The planned public status page is to show the state of the services, current incidents and planned maintenance. We share its address with the contract.
#Your own continuity plan
Your organisation needs a plan too for when something fails: an announcement, a fallback number, a notice on the website. Univerx supports you with prepared announcements in the IVR and with notifications to those affected.
For banks and insurers under DORA and organisations under NIS2, we provide documents on architecture, continuity plans and reporting lines on request.
Univerx Trust Center
Security and regulation as a design principle, not an appendix.
Security, privacy, resilience and responsible AI as a family of its own, plus the Europe layer from GDPR to the Accessibility Act. With settings you make yourself and documents on request.
Security
Encryption in transit and at rest, identity and access control, network and API security and secure operations. What the platform brings, and what you set yourself in administration.
- DSGVO
- BSI C5
- NIS2
Privacy
Your data stays your data: region choice within the EU, a sub-processor list, deletion and export, role-based rights and a data processing agreement under Art. 28 GDPR on request.
- DSGVO
- EU
Responsible AI
Transparency, human oversight, fairness, privacy and governance for every AI module in Univerx: AI agents, Univerx Assist, conversation analytics, knowledge and Semantic². Principles that work as settings.
- AI Act
- DSGVO
Europe & regulation
The Univerx Europe layer: GDPR, EU data residency, the EU AI Act, BSI C5, eIDAS, NIS2, DORA and the Accessibility Act. For each framework the honest status, what “designed for” means and which documents exist.
- DSGVO
- EU
- AI Act
- BSI C5
- eIDAS
- NIS2
- DORA
- BFSG
Frequently asked questions
What availability does Univerx commit to?
The commitment is in the contract. We deliberately do not state a percentage on the website, because without the measuring method, exclusions and remedies it says little.
What happens if a zone fails?
Services are spread across several zones and take over the load. Ongoing calls may be affected; new contacts are distributed across the remaining zones.
Are there documents for our DORA or NIS2 records?
Yes, on request: descriptions of architecture, continuity plans, reporting lines and dependencies for your risk management.
Related
ProductsRegions & availability
Operated in EU regions, with data and media close to your users and hosting in Germany planned. Availability comes with a contractual commitment; the figure is in the contract.
ProductsCloud architecture
Multi-tenant microservices that scale independently and are updated continuously. New functions arrive without an upgrade project and without a maintenance window you have to plan.
Use casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
IndustriesBanking & financial services
Service on every channel, advice with a shared view and a signature inside the conversation, onboarding with the online ID card as a goal. Plus documents for your ICT third-party risk management under DORA on request.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
Guides2 November 2026 · 11 min readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
GlossaryDORA
DORA requires banks, insurers and other financial entities to withstand digital disruption, report it and manage their ICT service providers. For customer service, third-party risk matters most.
GlossaryNIS2
The NIS2 directive obliges companies in many sectors to manage cyber risk, report incidents quickly and secure their supply chain. Service providers such as a contact centre platform are part of that supply chain.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.