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Mon, 03/31/2014

By Tony Garritano

A lot has been made this week about core mortgage technology systems failing. As the industry moves to a Web-based, Software as a Service model, these situations will persist. In a Web-based environment the vendor has to work overtime to protect sensitive information and fend off all kinds of issues that may cause the system to go down. The strongest vendors have mastered this skill. In fact, DocMagic, Inc. has said that its customers are expressing concern with the reliability of their mission critical technology systems and are asking for more information about system uptime from their vendors. Here’s what DocMagic tells its clients:

DocMagic has maintained these stats for its own company for many years and publishes its status, including uptime, processing time and bandwidth, in real time, on its website at:

“We’ve always shared our uptime record with our customers because it’s just so important,” said Dominic Iannitti, CEO of DocMagic. “With uptime typically between 99.99 and 99.999%, our clients never have to worry about having access to the documents and compliance tools they need to close their loans. This type of uptime is not only possible, it’s critical to the fundamentals of mortgage lending. Companies that take customer service seriously do a good job of achieving the 99.99%+ uptime metric”

Iannitti pointed out that guaranteeing reliability involves investment in infrastructure, superior staff training, constant monitoring and an unwavering commitment to the task. He adds than any lender who has suffered through a service interruption knows exactly how important it is.

At DocMagic, uptime means that all company services are functional and available to its customers. It’s not just a measure of when the servers are turned on. To test this, DocMagic developed a proprietary system that sends complete transaction requests of all types through the system continuously, 24 hours a day, 7 days a week. As these requests flow through the system, company technicians monitor over 1,000 data points that impact service delivery and quality. Any potential problems are identified and addressed before they can escalate and pose a risk to the entire system.

Measuring uptime with any method that does not include the actual delivery of the company’s service results in a meaningless metric that will not contribute to high service availability standards. Customers should require service providers to provide uptime information.

“Reliability is one of the most important qualities in a service provider,” Iannitti said. “DocMagic is fully transparent when it comes to service delivery uptime. Achieving the high level of uptime that we do is a major accomplishment, of which our entire organization is very proud. It means we are absolutely the best at what we do and we prove it to our clients every day.”

As featured in Progress in Lending, April 2014