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If a disaster has occurred, please contact your supervisor or the Customer Support team as soon as possible to let them know if you are safe.
Key contacts | CloudCard Support
Luke Rettstatt / Managing Director
Anthony Erskine / Principal Engineer
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Key Locations | Primary Office: 1103 Wise Street, Lynchburg, VA 24504 Online Meeting Room: |
Contents
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Strategy for maintaining continuity of services:
KEY BUSINESS PROCESS | CONTINUITY STRATEGY |
Customer Service Delivery | Rely on AWS availability commitments and SLAs; use multi-site active active, with cross-region backups where possible. |
IT Operations | Use SaaS applications or AWS hosted applications to ensure operations do not depend on a single physical location and are conducive to remote work arrangements. |
Utilize Gmail and its distributed nature, rely on Google’s standard service level agreements. | |
Customer Support | All systems are vendor-hosted SaaS applications, use Gmail as communications channel if helpdesk is down. |
Finance, Legal and HR | All systems are vendor-hosted SaaS applications. |
Sales and Marketing | All systems are vendor-hosted SaaS applications. |
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Person | Roles | Responsibilities |
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Managing Director | Coordination and Communication | Determine activation of plan Coordinate employee response Coordinate communication of status internally and externally Prioritize activities to ensure safety, security, and core services are maintained or restored as soon as possible Work with Customer Support team to ensure employee safety Review and Test plan annually Ensure pizza is provided |
Principal Engineer | Technical Execution; Alternate for Managing Director | Provide technical guidance on mitigating actions to the Managing Director Ensure all failovers complete smoothly Deploy new infrastructure to replace failed infrastructure where necessary. Review and Test plan annually Designate and brief alternate person in case of unavailability. |
Customer Support Team | Communication | Communicate with employees to ensure safety Monitor employee safety status Communicate status to customers and resellers Handle questions from customers and resellers |
Engineering Team | Technical Execution | Support Principal Engineer as needed to recover services |
Revision History
Note - prior to April 2023, CloudCard had a Business Continuity Plan, which was separate from the Disaster Recovery Plan. At the end of March 2023, we merged the two plans as part of our SOC 2 Compliance preparations.
Version | Date | Description | Author | Approved by |
1.1 (Disaster Recovery Plan) | October 2018 | Initial Plan | ||
1.1 (Disaster Recovery Plan) | November 2019 | Clarity and Accuracy Updates | ||
1.2 (Disaster Recovery Plan) | March 2021 | Updates to Contact Details | ||
1.2 (Disaster Recovery Plan) | February 2023 | Accuracy Update | ||
1.3 (Disaster Recovery Plan) | March 2023 | Updated to reflect Active-Active AWS strategy | ||
1.4 (Disaster Recovery Plan) | March 2023 | Improved based on results of testing of plan | ||
2.0 (Business Continuity and Disaster Recovery Plan) | 2023-03-29 | Merged Disaster Recovery with Business Continuity | Ryan Heathcote | Luke Rettstatt |
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Asset | Scenario | Recovery Strategy | Recovery Time Objective (RTO) | Recovery Point Objective (RPO) |
AWS Data and Services | Amazon data center failure or destruction | Autoscaling, failover, or restoration of backups | < 1 hour | < 1 hour |
Main Office | Major utility Outage | Alternate work location | < 1 hour | < 1 hour |
Employee Home Offices | Major utility outage | Alternate work location | < 12 hours | < 12 hours |
Google Workspaces | Major service outage | Rely on Google SLAs | ||
HelpScout | Major service outage | Use Gmail until service restored |
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