Planning Policy

This policy is implemented to minimize the impact of large incidents on Sinch Contact Pro services and recover from service unavailability.

The steps to accomplish this are:

• Activate disaster recovery process.
• Establish operational control.
• Communicate with essential parties affected by the disaster.

Disaster Recovery (DR) planning defines objectives, process, roles, and responsibilities for managing disaster recovery and lays out related gaps and risks. Preparing for all possible disasters is neither cost-effective nor practicable. Thus, this DRP does not specify recovery actions for all specific scenarios. Instead, it identifies recovery strategies that address any type of outage.

The following levels of disaster scenarios and recovery capabilities are identified for Sinch Contact Pro:

Scenario	Testing	Recovery
Scenario A: AWS down	Not required	N/A
Scenario A.1: AWS region down	Not required	N/A
Scenario A.2: AWS availability zone down	Desktop study	AWS: Automatic Sinch: Rebuild and verify services
Scenario B: Office destroyed	Not required	Continue working from home and switch to video calls instead of physical meetings
Scenario C: When critical services like Jira, Salesforce, SharePoint sites, or OneDrive needs to be restored	Not required, critical service failure, covered by Sinch IT DR	N/A
Scenario D: An internet service provider (ISP) in country is down	Not required	Mobile phone hotspots Employees are responsible for their own ISP connections which guarantees split among several ISPs
Scenario E: Heavy staff loss	Not required	Look at logical travel planning to avoid loss, such as different planes and cars
Scenario F: Distributed denial-of-service (DDos) attack affecting AWS as a whole	Not required	N/A
Scenario G: Distributed denial-of-service (DDos) attack affecting Sinch Contact Pro services	Tested during migration at least annually	N/A
Scenario H: Backup / Restore	Tested during migration at least annually	N/A