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Business Continuity Policy

Introduction​

The following consists of a general Business Continuity Policy that represents governance of a contingency plans for certain business-impacting outages and vendor disruption of service.

Business Continuity Policies​

  • Each WeSalute Operations Team is required to document and maintain a Business Continuity Plan ("BCP")

  • Each WeSalute Operation Team's Business Continuity Plan is reviewed together as whole governed by the WeSalute Business Continuity Index

  • WeSalute performs testing of this Business Continuity Plan on an annual basis. The CTO is responsible for coordinating and conducting an annual rehearsal of this Business Continuity Plan.

  • Whenever the BCP is enacted, it must be followed up with a retrospective in order to identify lessons learned and playbooks needing creation.

  • Business Impact Assessments ("BIA") need to be conducted upon onboarding new, business critical vendors. Please see the [Vendor Management Policy for more information and instructions.

WeSalute Business Continuity Plan​

The following consists of a general Business Continuity Plan for WeSalute that represents vendor and service outages that could affect WeSalute business operations, including contingency plans and workarounds. More details playbooks are available in the Disaster Recovery Plan for infrastructure disasters.

This plan identifies key resources and needs to ensure the business may continue, perhaps in an a limited capacity, in the event of a disaster.

The plan includes information such as key suppliers, team operations, and contingency plans.

Operations Teams Business Continuity​

Each operations team is required to document and maintain the following in their Business Continuity Plan:

  • Critical workflows and operations necessary for business operations

  • Named Team Member backups and contingency plans for continued operations

  • Linked references to an Operations Teams Taxonomy for detailed documentations on critical business operations

Systems Business Continuity​

The following consists of a general Business Continuity Policy that represents governance of contingency plans for certain business-impacting outages and vendor disruption of service.

WeSalute performs testing of this Business Continuity Plan on an annual basis. The CTO is responsible for coordinating and conducting an annual rehearsal of this Business Continuity Plan.

  • Whenever the BCP is enacted, it must be followed up with a retrospective in order to identify lessons learned and playbooks needing creation.

  • Business Impact Assessments (BIA's) need to be conducted upon onboarding new, business critical vendors. Please see the Vendor Management policy for more information and instructions.

The following consists of a general Business Continuity Plan for WeSalute that represent vendor and service outages that could impact WeSalute business operations, including contingency plans and workarounds. More detailed playbooks are available in Disaster Recovery Plan for infrastructure disasters. This plan identifies key resources and needs to ensure that business may continue, perhaps in a limited capacity, in the event of a disaster. The plan includes information such as key suppliers, contingency plans and alternative business location.

Key Vendors - Contacts and Contingency Plans​

Communications, Collaboration & SSO​

Team Members at WeSalute communicate with customers over email and are equipped to engage customers in videoconferences or telephone calls. WeSalute uses a Single Sign-On (SSO) provider for a number of business applications.

If an outage is suspected with one of these systems, visit that system's status page. If no listed issue would explain the observed outage, submit a support ticket to the service provider through their support page.

If Google SSO experiences an outage during a critical update or event for WeSalute, please fall back to Okta or vice versa.

If Google email experiences an outage, and a resolution is not expected within 12 hours, MX records may be moved over to an alternative email provider, Alternate Communication Methods will be used in case of a MX outage - i.e. Slack, Mobile.

Customer Support - Kustomer​

Customer Support functions for WeSalute are supported via the third-party tool, Kustomer for Consumer Audiences and Email for WeSalute Business. If an outage is suspected, visit the respective status page at the tool's publicly-available status page to see if there is a known issue. If no issue is found, submit a support ticket to their support page.

Customer Billing - Stripe​

WeSalute subscriptions and invoices are handled by Stripe. If an outage is suspected, visit https://status.stripe.com/ to see if there is a known issue. If no issue is found, submit a support request to Stripe.

Internal Messaging - Slack​

WeSalute uses Slack for all internal messaging. If Slack is experiencing an outage. The company shall use Google Hangouts while Slack is restored.

Domain Registrar - Google Domains​

WeSalute uses Google Domains to register and manage domains.

Policy Review, Disciplinary, & Responsibility​

Responsibility​

The CTO is responsible for ensuring this policy is followed.

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