By Iddo Porath, Director of Production Support & Technical Services

1. SM
MONITORING AND OBSERVABILITYTO SUPPORT
PREMIUM SLA FAST RESPONSE – USE CASE
Iddo Porath – Director of Production Support &Technical Services
Confidential – Do not duplicate or distribute without written permission from BOLT

2. BOLT – WHO ARE WE
For a Distributor of Insurance this means:
✓Own the customer without always owning the risk.
✓Enabling collaboration with other carriers for the benefit of your customers and your bottom line.
For a Market/Insurance Product provider a single integration point gets you:
✓Instant distribution of your product, by leveraging vast existing marketing channels.
Through the BOLT Platform, insurers are better able to meet the evolving needs and preferences of
consumers, while accelerating growth and profitability in the digital world.
Confidential – Do not duplicate or distribute without written permission from BOLT
2
BOLT is the leading provider for P&C omnichannel customer solutions. The BOLT
platform provides a single interface for all channels – field agents, contact center, direct
to consumer – with the efficiency of a common infrastructure; common market
network, and support services built into one platform for all channels.

3. BOLT TRANSFORMS DISTRIBUTION
Enabling Choice Model Digital Distribution
Integrate
traditional
and digital
channels
Rapidly
introduce new
products
Easily
enter and
try new
markets
TOMORROW
Own the customer without
owning all of the riskDirect to Consumer
MGAs/Wholesalers
TODAY
Exclusive Agents
IndependentAgents
Processes
People
Technology
Markets
Alternative
Distribution
Confidential – Do not duplicate or distribute without written permission from BOLT
3

4. BOLT
Platform
High Level
Design
Monitoring &
Observability
Objects
CORE SERVICESPERIPHERAL DASHBOARD SERVICES INTERVIEW & SUBMISSION
CONTENT
SERVICE
SLA SERVICE
Quote
Operation
CRYPTO
CUSTOMER
SERVICE
RULE ENGINE
ODM
SUBMISSION SERVER V3
ORCHESTRATION
APPLICATION WEB API
CONFIGURATION
Quote flow User Interface Layer
Market Finder
LOB Selection
Quote Questionnaire
Rates
Page
Comparison
Page
Agent Support
features (Emails &
Notes)
Consumer features
(Chat, Schedule
Call)
AUDIT
SERVICE
Desktop Client UI Engine
APPLICATION WEB APIAPPLICATION WEB API
CARRIER CONNECTIONS
CARRIER
APPETIT
E
SERVICE
CUSTOMER
OPERATIONS
CRM
CRM
OPERATIONS
Administration Tools
F5 Load balancers with
High availability (VM)
User
Management
Appetite &
Moratorium
Rules
Class Code
Mapping
Carrier
Credentials
Queue
Strategies
Roles &
Skills
Availability
& Agent
capacity
Lead &
Marketing
Bind
Questions
Bridge
Policy
Shell
SMTP MAIL
SERVER
INTERVIEW
OPERATION
INTERVIEW
GOOGLE LOCATION
SERVICES
MSB REGISTRATION Quote
QUOTE START
QUOTE RETRIEVE
DEEP LINK TO QUOTE
AUOTH 2.0 AUTHENTICATION
QUOTE STATUS
CREATE/UPDATE/DELETE AGENT
CREATE/UPDATE/DELETE AGENCY
GET RESULTS FOR QUOTE
CREATE AND RATE A QUOTE
PREFILL
EMAIL
DELIVERY
LOCATION
RESULT
DATA
CRM
Audit Job
Scheduler
Account
Data
Event
Submissio
n
Sequence
Policy
Data
Document
Log
Quote
Events
(Fact)
Monitor
Metrics
Logger Events
DATA, MESSAGE & FAILURE QUEUE IN EACH SILO
Workflow
FEATURE
MANAGER
ENTITY
DATA
Business
Event
SLA
Governo
r
WORKFLOW
JSON ON DEPLOY
Content Designer
(Design time
component only)
NOTIFICATION SERVICE

5. CHALLENGE – SLA
Confidential – Do not duplicate or distribute without written permission from BOLT
5
US InsuranceTier 1Companies – Premium SLA
• Incident detection – Proactive Incident Management
You tell Us vs.We tellYou
• Fast response to incident – Resolution standards
• Operational Status Transparency
• Availability
• Response times
• Analytics and Success Metrics
• Service Level Credits

6. FAST RESPONSE SOLUTION COMPONENTS
• Process
• Pro-Active vs Reactive
• Self service portal and dashboard for customers
• Alerts and dashboards across teams
• Coverage
• 24/7 NOC
• US andTLV Teams
• People
• NOC
• BOLT 3 tier model
• Technology
• Alerts, Dashboards and Deep Dive Analysis Tools
Confidential – Do not duplicate or distribute without written permission from BOLT
6

7. SUPPORT STAKEHOLDERS
Confidential – Do not duplicate or distribute without written permission from BOLT
7
Tier 1 - Response
• 24/7 NOC – Provides
Response to Alerts and off-
hour Partner Incident Reports
(limited to predefined partner
personnel)
• Self Service
End users support is
performed by partners not
provided by BOLT
Tier 2 - Management
• Production Support –
IncidentProblem management
• Monitoring and Observability
requirements
• Alert and Dashboard Setup and
Management
Tier 3 - Resolution
• Development - Application
Problem Resolution
On-Call team
• IT & DEV OPS- Infrastructure
Problem Resolution

8. MONITORING AND OBSERVABILITY COMPONENTS
•Raw Data
•Events vs Logs
•Insights - Summary
data,Alerts and KPIs
•Client Facing
Dashboards
• Classic Monitoring
• Dev Logs
• Server and IIS Logs
• NetworkInfrastructure
• External availability
RAW DATA
• Application Reported Performance
• Real-time user ExperienceAgent
ConsumerActivity KPIs
• Business Metrics and KPIs
Events and
Summarized
DATA
• Thresholds
• Summarized counts & stats
• Visualizations
• Alerts
Dashboards and
Alerts
Confidential – Do not duplicate or distribute without written permission from BOLT
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9. IMPLEMENTATION
• Monitoring
• Network Monitoring – PRTG and Splunk Infrastructure logs collection network and
Queues
• Server and Page Response times → User experience – IIS ADV Logs
• Analytics - Client side metrics
• Events – Business and Service Health – The Good the Bad and
The Ugly Truth
• Ability to track certain features → Incident detection:
Error counts , Experience representation ,Activity level status , Success metrics.
• Triage – Impact and urgency analysis. Comparison to similar timeframe
• Response by priority
• Health checks for Identification of rogue services – Quick or Auto Action
• Logs
• Enrich Raw Data – Towards AI
• DevTools → Analysis → Resolution
• Root Cause Analysis
Confidential – Do not duplicate or distribute without written permission from BOLT
9
Response
Analysis
Insights
Report

10. CHALLENGES
Confidential – Do not duplicate or distribute without written permission from BOLT
• Verbosity and Costs
• ALM – Release cycle
• User Stories (Observability
Tasks vs Observability
Approach)
What started ,When How it
Ended,Who was it
• Change Management and logs
standardization
• QA and Automation
• Next Steps
• From Pro Active to Predictive
(AI)
• DevOps and Automated actions
10

11. Confidential – Do not duplicate or distribute without written permission from BOLT
11
THANKYOU
IDDOP@BOLTINC.COM