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Business Continuity and Disaster Recovery

Continuity management is a risk based approach to managing issues that can cause disruption to business operations or service delivery operations.

xMatters manages these risks by determining the most common causes if interruption/disruption and have prepared plans for treatment of these issues.

Within xMatters, the specific roles are identified in relation to continuity management endeavors. Each role has a defined responsibility.

xMatters Business continuity plans are effectively implemented by:

  • Having all stakeholders briefed on the contents of the BCP and aware of their individual responsibilities;
  • GCP to be tested and audit results discussed during Management Meetings; and,
  • Failover tests updated at regular intervals.

Datacenter Disaster Recovery Process

xMatters operates in three global economic areas (North America , Europe-Middle East-Africa, Asia Pacific-Japan) residing in two GCP data centers in each region.

The data centers are paired in each region to provide fault tolerance and redundancy at the data center level of operations. Client data is backed up between two data centers within the same economic region, with one data center providing services and the second data center providing standby services, in the event the primary site becomes unavailable. Should a single data center within an economic region become completely unavailable, all services will be transferred to the secondary data center .

Recovery Time Objective & Recovery Point Objective

xMatters Recovery Time Objective is committed to the Service Level Agreements. Services delivered from CorpIT to internal-facing employees must be recovered within 24 hours. Services delivered from cloud-based software to external-facing clients must be recovered within 30 minutes.

xMatters Recovery Point Objective (RPO) is dependent on multiple factors and when delivered from SaaS: deliveries to external-facing clients must be recovered to a point within 24 hours. The 24-hour value is based on conducting backups of the supplied client data within each data center.