Business Continuity and Disaster Recovery (BC/DR)

Policy Owner: Lucas

Effective Date: 01.03.2025s

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.

The following scenarios are excluded from the BC/DR plan scope:  Loss of availability for a production hosting service provider

 Loss of availability of Tekai satellite offices (these will be considered incidents)

In the event of a loss of availability of a hosting service provider, the COO will confer with the Principal Engineer 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.

A disaster recovery test, including a test of backup restoration processes, shall be performed on an annual basis.

Continuity of information security shall be considered along with operational continuity.

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.

Communications shall take place over any available regular channels including Slack, email, phone and Google Meets.

Key contacts shall be maintained on the on-call schedule and key contacts: https://docs.google.com/document/d/1pSbFid4SvulO4qpS9X38vRbSQikxBaJDpBcpYiJCovY/edit? usp=sharing

Roles and Responsibilities

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:

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 region.

Appendix A - Business Continuity Procedures by Scenario

Business Continuity Scenarios

HQ Offline (power and/or network)

 CRM, Telephony, Video Conferencing/Screen Share & Corp Email unaffected  SUPPORT unaffected

 HQ Staff offline (30-60 minutes)  Remote Staff unaffected (US)

Procedure:

1. HQ Staff relocate to home offices (30-60 minutes)
2. Verify Telephony, CRM, & Email Connectivity at home offices (10 minutes)
3. Remotely resume normal operations

Colo Offline (power and/or network)

 CRM, Telephony, Video Conferencing/Screen Share & Corp Email unaffected  SUPPORT Offline

 Production Database offline (redundant)  HQ Staff unaffected

 Remote Staff unaffected (US)

Procedure:

1. Notify Customer Base that proactive monitoring is offline
2. Normal operations continue

Disaster Event at HQ Turku & Luxembourg

 CRM, Telephony, Video Conferencing/Screen Share & Corp Email unaffected  SUPPORT offline

 HQ Staff offline (variable impact)  Remote Staff unaffected (US)

Procedure:

1. Activate Remote Staff (US)
2. Notify Customer Base of impaired functions & potential delays
3. Commandeer Field Resources for Critical Response (SE Teams)

SaaS Tools Down

 CRM, Telephony, Video Conferencing/Screen Share, or Corp Email Affected

 SUPPORT partially affected (no new cases, manual triage required)  HQ Staff unaffected

 Remote Staff unaffected (US)

Procedures:

Telephony Down

1. Notify Customer Base to use Support Portal or Email
2. Support Staff use Mobile Phones and/or Land Lines as needed Email Down (Gmail/Corp Email)
3. Support Staff manually manage ‘case' related communications
4. Support Staff use alternate email accounts as needed (Hotmail) CRM Down
5. Notify Customer Base that CRM is down
6. Activate ‘Spreadsheet' Case Tracking (Google Sheets)
7. Leverage ‘Production' Database for Entitlements, Case History, Configuration data. Video Conferencing/ScreenShare Down (Zoom)
8. Support Staff utilize alternate service as needed

Appendix B - RTOs/RPOs