Contingency and Disaster Recovery Plan

Contingency and Disaster Recovery Plan

1. Introduction

This plan outlines the processes and procedures to ensure business continuity and the rapid recovery of services in the event of a disruption, including cyber-attacks, hardware failures, and other emergencies.

2. Objectives

● Maintain continuous operations or recover operations rapidly after a disruption
● Protect and recover critical business data
● Ensure clear communication during and after a disaster

3. Risk Assessment

We identified potential risks to the services we provide, including:

● Cybersecurity Threats: Hacking, malware, data breaches, etc.
● Hardware Failures: Server crashes, network outages, etc.
● Human Error: Accidental data deletion, incorrect configurations, etc.

4. Key Roles and Responsibilities

● Management: Oversee the recovery process and coordinate with stakeholders
● IT Personnel: Handle technical recovery and data restoration.
● Communications Officer: Manage internal and external communications during a disaster. Management can also serve in this role during a crisis for big clients.

For any questions or clarifications please email [email protected] or contact your account manager.

5. Critical Customer Functions

We identified the following functions and services as critical for our operation and for our customers:

● Customer Data History: Including the different automated tests the customer made and any additional accessibility services such as manual audit, PDF remediation, media remediation, etc.
● Website Uptime and Performance: Ensuring the customer can access the software at all times.
● Automated Testing and Reporting: Continuous functionality of automated testing tools and timely generation of accessibility reports for customer websites.
● Customer Support and Communication: Providing uninterrupted customer support through various channels (email, chat, phone) to address any issues and inquiries promptly.

6. Backup and Data Recovery

● Regular Backups: We implement daily backups of all critical data and systems. These backups are stored in multiple locations.
● Data Recovery Procedures: We developed clear procedures for data recovery, including contact information for backup service providers and step-by-step recovery instructions.

7. Emergency Response Procedures

● Initial Response & Incident Assessment: Assess the extent of the damage and determine the impact on critical business functions.
● Communication Plan: Inform employees, customers, and stakeholders about the incident and provide regular updates.

8. Disaster Recovery Procedures

● Activation: Management has to announce the recovery process for activating the disaster recovery plan.
● Recovery Steps:

○ Switch to backup systems if primary systems are down.
○ Restore data from backups.
○ Verify the integrity and functionality of recovered data and systems.
○ Gradually resume normal operations, prioritizing critical business functions.

9. Communication Plan

● Internal Communication: Establish communication channels for employees and the disaster recovery team.
● External Communication: Provide regular updates to customers and stakeholders. Use pre-drafted templates for quick dissemination of information.
● Contact List: Maintain an up-to-date contact list of all employees, stakeholders, emergency services, and service providers.

10. Addressing Human Error

● Training Programs: We conduct regular training sessions for all employees to minimize the risk of human error.
These sessions cover best practices for data management, system configurations, and emergency response.

● Documentation: Maintain detailed documentation of all processes and procedures to guide employees in their tasks and reduce the likelihood of mistakes.

11. Review and Maintenance

● Regular Reviews: We conduct regular reviews of the contingency and disaster recovery plan to ensure it remains current and effective.
● Updates: We update the plan as necessary to address new risks, changes in technology, and lessons learned from tests and actual incidents.

12. Documentation

● Plan Documentation: We maintain a detailed and accessible document of the contingency and disaster recovery plan.
● Incident Reports: Document all incidents and responses to evaluate the effectiveness of the plan and improve future responses.

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For any questions or clarifications please email [email protected] or contact your account manager.