1. Introduction
To ensure My Centre Office (MyCo) can quickly recover and continue critical business operations during and after a disaster, such as data loss, cyberattacks, hardware failure, or service disruption.
2. Objectives
- Minimize downtime and data loss.
- Restore essential services within defined timeframes.
- Protect customer data and ensure service continuity.
- Communicate clearly with stakeholders during incidents.
3. Scope
This process applies to all core MyCo services, including:
- CRM Database
- Email/SMS Communications
- Forms & Documents
- Bookkeeping & Subscriptions
- Calendar & Appointments
- Customer Service Desk
- Project & Course Management
4. Risk Scenarios Covered
- Server or database failure
- Cybersecurity breach
- Internet/cloud service outages
- Data corruption or accidental deletion
- Natural disasters (e.g. fire, flood) affecting local systems
5. Backup Strategy
- Frequency: Automated backups; daily backups to secure cloud storage.
- Backup Retention: 30 days rolling.
6. Disaster Recovery Process
1. Incident Detection: Monitor alerts from hosting platform, firewall, or support tickets.
2. Initial Assessment: Classify incident severity (Critical, Major, Minor). Notify internal team.
3. Activate Recovery Plan: Launch appropriate procedures. Switch to secondary server or restore backup.
4. Restore Services: Restore affected modules/services in priority order. Test functionality.
5. Communicate with Stakeholders: Send customer updates with expected recovery times.
6. Post-Mortem Review: Document cause, actions, and lessons learned. Update process.
