Business Continuity and Disaster Recovery Plan

Policy Owner: Daniel Peixoto
Effective Date: Nov 9, 2024

Purpose

The purpose of this business continuity plan is to prepare Straloo Tecnologia LTDA in the event of service outages caused by factors beyond our control (e.g., natural disasters, man-made events), and to restore services to the widest extent possible in a minimum time frame.

Scope

All Straloo Tecnologia LTDA IT systems that are business critical.

This policy applies to all employees of Straloo Tecnologia LTDA and to all relevant external parties, including but not limited to Straloo Tecnologia LTDA consultants and contractors.

In the event of a loss of availability of a hosting service provider, the CTO will determine an appropriate response strategy.

General requirements

In the event of a major disruption to production services and a disaster affecting the availability and/or security of the Straloo Tecnologia LTDA office, senior managers and executive staff shall determine mitigation actions. A disaster recovery test, including a test of backup restoration processes, shall be performed on an annual basis.

Alternate work facilities

If the Straloo Tecnologia LTDA office becomes unavailable due to a disaster, all staff shall work remotely from their homes or any safe location.

Communications and escalation

Executive staff and senior managers should be notified of any disaster affecting Straloo Tecnologia LTDA facilities or operations.

Communications shall take place over approved channels such as Slack, email and phone.

Roles and responsibilities

Continuity of critical services

Procedures for maintaining continuity of critical services in a disaster can be found in Appendix A. Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) can be found in Appendix B.

Strategy for maintaining continuity of services:

Plan activation

This BC/DR plan shall be automatically activated in the event of the loss or unavailability of the Straloo Tecnologia LTDA office, or a natural disaster (i.e., severe weather, regional power outage, earthquake) affecting the larger Fortaleza/CE region.

Version history

Appendix A — Business continuity procedures by scenario

HQ Offline (power and/or network)

• CRM, Telephony, Video Conferencing/Screen Share & Corp Email unaffected
• SUPPORT unaffected
• HQ Staff offline (30–60 minutes)
• Remote Staff unaffected

Procedure:

1. HQ Staff relocate to home offices (30–60 minutes)
2. Verify Telephony, CRM, & Email Connectivity at home offices (10 minutes)
3. Remotely resume normal operations

Disaster Event at HQ

• CRM, Telephony, Video Conferencing/Screen Share & Corp Email unaffected
• SUPPORT offline
• HQ Staff offline (variable impact)
• Remote Staff unaffected

Procedure:

1. Activate Remote Staff
2. Notify Customer Base of impaired functions & potential delays
3. Commandeer Field Resources for Critical Response

SaaS Tools Down

• CRM, Telephony, Video Conferencing/Screen Share, or Corp Email Affected
• SUPPORT partially affected (no new cases, manual triage required)
• HQ Staff unaffected
• Remote Staff unaffected

Procedure — Telephony Down:

1. Notify Customer Base to use Support Portal or Email
2. Support Staff use Mobile Phones and/or Land Lines as needed

Procedure — Email Down (Gmail/Corp Email):

1. Support Staff manually manage 'case' related communications
2. Support Staff use alternate email accounts as needed (Hotmail)

Procedure — Video Conferencing/ScreenShare Down (Google Meet):

1. Support Staff utilize alternate service as needed

Appendix B — RTOs/RPOs