Disaster Recovery and Business Continuity Plan (DR/BCP)

The Service Provider must maintain and implement a DR/BCP to ensure service continuity during disasters, system outages, or significant disruptions. This plan includes data backup, alternate connectivity, and procedures for timely service restoration. The DR/BCP must be tested annually, and a summary of the test results shared with the Customer upon request.

In case the primary delivery location becomes non-operational, the Service Provider is required to promptly activate an alternate site or establish a new site to continue services with minimal disruption. These alternate or new sites must meet all security, infrastructure, and performance requirements of the Agreement. The Service Provider is mandated to restore 100% service capacity within 30-45 days of the disruption.

The Service Provider must notify the Customer within 24 hours of any event that could impact service delivery. Regular updates must be provided until normal operations are fully restored.

The DR/BCP obligations are considered critical service levels. Failing to meet the specified restoration timelines may result in service credits or penalties as outlined in the Service Level Agreement (SLA).