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.