Recovery Process

If an event affects Sinch Contact Pro, the actions in this list will be completed.

  1. Notify Crisis Management Team (CMT)
  2. CMT will inform customers, partners, and critical vendors, as necessary
  3. CMT will assess damage and the salvageable status of impacted infrastructure: Attempt to estimate potential cause and duration of outage
  4. CMT will activate Disaster Recovery Team (DRT) to initiate recovery activities
  5. DRT leader will activate virtual Disaster Recovery Command Center (DRCC) in Teams and confirm that with CMT
  6. DRT will schedule additional meetings, if necessary, or close the situation

Crisis Management Team (CMT)

CMT members are authorized to activate DRP to initiate recovery actions. This list of employees should be reviewed at least quarterly and updated immediately when there are changes.

CMT works under supervision of Sinch Contact Pro management team.

Disaster Recovery Team (DRT)

DRT will be activated following an event that destroys or severely impacts Sinch Contact Pro's ability to provide its services to its clients and employees.

DRT will prioritize recovery actions and obtain Crisis Management Team (CMT) approval to implement these tasks and is responsible for ensuring the recovery of essential operations within the targeted recovery windows.

Technical Operation Manager will act as DRT Leader. In their absence another member of CMT will act on their behalf. DRT Leader will provide overall direction and support throughout the recovery effort. The team leader is responsible for:

  • Coordinating the recovery to ensure that all activities are completed to achieve the predetermined Recovery Time Objective (RTO)

  • Briefing CMT members about the event and monitoring recovery progress and keeping the CMT informed

Disaster Recovery Command Center (DRCC)

The Virtual DRCC will be activated by the DRT Team in Microsoft Teams, as necessary.