Business Continuity and Disaster Recovery (BC/DR)
Policy Owner: LucasJarvis (Hai) Luong
Effective Date: 01.03.20252025s
Purpose
The purpose of this business continuity plan is to prepare Tekai in the event of service outages caused by factors beyond our control (e.g., natural disasters, man-made events), and to restore services to the widest extent possible in a minimum time frame.
Scope
All Tekai IT systems that are business critical. This policy applies to all employees of Tekai and to all relevant external parties, including but not limited to Tekai consultants and contractors.
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In the event of a loss of availability of a hosting service provider, the COO CIO/CTO will confer with the Principal Engineer Technical Lead to determine an appropriate response strategy.
Policy
In the event of a major disruption to production services and a disaster affecting the availability and/or security of the Tekai office, senior managers and executive staff shall determine mitigation actions.
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In the case of an information security event or incident, refer to the Incident Response Plan.
Alternate Work Facilities
If the Tekai office becomes unavailable due to a disaster, all staff shall work remotely from their homes or any safe location.
Communications and Escalation
Executive staff and senior managers should be notified of any disaster affecting Tekai facilities or operations.
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Key contacts shall be maintained on the on-call schedule and key contacts: https://docs.google.com/document/d/1pSbFid4SvulO4qpS9X38vRbSQikxBaJDpBcpYiJCovY/edit? usp=sharing
- CIO: Jarvis Luong (jarvis@tekai.fi | 0505519989)
- CTO: Hieu Nguyen (hieu@tekai.fi | 0458465768)
Roles and Responsibilities
Role | Responsibility |
|---|
Technical Lead | The |
Technical Lead shall lead BC/DR efforts to mitigate losses and recover the corporate network and information systems. |
Departmental Heads
Each department headThe Technical Lead shall be responsible for |
leading efforts to maintain continuity of |
Tekai services to customers during a disaster. | |
Managers | Managers shall be responsible for communicating with their direct reports and providing any needed assistance for staff to continue working from alternative locations. |
CIO | The |
CIO, in conjunction with the CEO and |
COO shall be responsible for any external and client communications regarding any disaster or business continuity actions that are relevant to customers and third parties. |
COO |
The COO shall be responsible for internal communications to employees as well as any action needed to maintain physical health and safety of the workforce. The COO shall work with the Lead Engineer to ensure continuity of physical security at the Tekai office. |
Continuity of Critical Services
Procedures for maintaining continuity of critical services in a disaster can be found in Appendix A. Recovery Time Objectives (RTO) and Recovery Point Objects (RPO) can be found in Appendix B. Strategy for maintaining continuity of services can be seen in the following table:
KEY BUSINESS PROCESS | CONTINUITY STRATEGY |
|---|---|
Customer (Production) Service Delivery | Rely on service provider availability commitments and SLAs |
IT Operations | Not dependent on HQ. Critical data is backed up to alternate locations (Github | Gitlab | Bitbucket). |
Utilize Gmail and its distributed nature, rely on Google's standard service level agreements. | |
Finance, Legal and HR | All systems are vendor-hosted SaaS applications. |
Sales and Marketing | All systems are vendor-hosted SaaS applications. |
Plan Activation
This BC/DR shall be automatically activated in the event of the loss or unavailability of the Tekai office, or a natural disaster (i.e.,
severe weather, regional power outage, earthquake) affecting the larger Turku Helsinki region.
Version | Date | Description | Author | Approved by |
1.0 | 01.03.2025 | First version | Lucas | |
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Appendix A - Business Continuity Procedures by Scenario
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- Notify Customer Base that proactive monitoring is offline
- Normal operations continue
Disaster Event at HQ Turku & LuxembourgHelsinki
CRM, Telephony, Video Conferencing/Screen Share & Corp Email unaffected SUPPORT offline
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- Notify Customer Base to use Support Portal or Email
- Support Staff use Mobile Phones and/or Land Lines as needed Email Down (Gmail/Corp Email)
- Support Staff manually manage ‘case' related communications
- Support Staff use alternate email accounts as needed (Hotmail) CRM Down
- Notify Customer Base that CRM is down
- Activate ‘Spreadsheet' Case Tracking (Google Sheets)
- Leverage ‘Production' Database for Entitlements, Case History, Configuration data. Video Conferencing/ScreenShare Down (Zoom)
- Support Staff utilize alternate service as needed
Appendix B - RTOs/RPOs
Rank | Asset | Affected Assets | Business Impact | Users | Owners | Recovery Time Objective (RTO) | Recovery Point Objective (RPO) | Comments / Gaps |
1 | Google Datacenters | Site | Core services | All | Engineering | |||
Google Cloud | Network | Core services | All | Engineering | ||||
Home Office ISP Networks | Network | IT Ops, Development | N/A | |||||
Subcontractor Networks | Network | Development | N/A | |||||
Third Party Networks | Network | Sales | N/A | |||||
Company Laptops | Hardware | All | IT Ops | |||||
Digital Projector | Hardware | All | IT Ops | |||||
Office Printers | Hardware | Inability to print in corporate office | All | IT Ops |
Personal Mobile Device | Hardware | |||||||
Wireless Access Points (WAP) | Hardware | All | IT Ops |