xMatters has released an official statement and workshops to help customers navigate through COVID-19

Business Continuity & 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

For contracted purposes, xMatters Recovery Time Objective (RTO) is 30 minutes for business process and support activities recovery.

xMatters Recovery Point Objective (RPO) is 24 hours for contracted purposes based on client data in the Cloud Based Software as a Services (SaaS) instance undergoing full backup once per 24 hours.