Business Continuity Plan and Disaster Recovery
HeroITES in India is a key destination for high-end BPO & call center services. The company constantly strives to raise the quality of its business continuity and disaster recovery solutions – offering a highly secured and stable business environment and providing global corporations with the much-needed assurance they look for. At HeroITES, we understand how crucial it is to maintain required levels of customer services even in contingency situations.
We have, therefore, developed a Business Continuity Plan (BCP) and Disaster Recovery (DR) policies. Customer requirements based on business objectives determine our planning for all types of DR, so that business operations, as far as possible may continue uninterrupted throughout any eventuality. We have built-in redundancies for unremitting 24x7 operations.
The BCP & DR plans of HeroITES have been designed to prevent service disruptions and help recommence normal business operations as soon as possible. These are frequently audited and tested to ensure a high level of readiness at all times. Internal and external audits are regularly held as part of the
BS7799 audit requirements validating such tests.
Our DR plan covers actions to be taken, procedures to be followed and resources required to ensure continuity of essential services and operations in the event of interruptions. Risk assessment is carried out for all processes and information processing equipment is in place to identify their criticality and exposure. At HeroITES, Business Impact Analysis (BIA) is carried out for all processes as a first step to BCP. BIA helps evaluate the acceptable downtime of all critical business application systems & processes and their impact on the business. Furthermore, risk assessment is carried out with active involvement from all business owners.
The DR policies of HeroITES cover:
- Ongoing operational issues and failures
- Failures within the site
- Site-level disasters
DR practices at a glance
HeroITES recognizes the importance of business process continuity and attempts to ensure that there is 100% redundancy with no single point of failure. Our DR solutions and practices are employed to protect all critical applications, while ensuring compliance, business excellence, information security and technology updates round the clock.
What we offer:
- Telecom capacity can be re-routed to alternate service delivery location overseas. HeroITES uses standard equipment platforms at all service delivery areas, thus providing the flexibility to re-configure a process from one area to another.
- MPLS links with auto-switch-over, last-mile redundancy.
- WAN components with hot standby/load sharing redundancy.
- Multi-layered, parallel redundant UPS, further backed by parallel redundant captive power plant; multiple generators for redundancy and backup.
- Backup policy for Server farms.
- Raid-5 and fault-tolerance on Servers.
- Scheduled incremental, partial and complete backups as per pre-defined backup plans.
- On-site critical spares and vendor support.
- 24x7 onsite service coverage, emergency support and maintenance as per stringent service level agreement (SLA).
- Regular tests for checking backup efficiency. BCP simulated testing is done on a quarterly basis.
- DR drills are conducted periodically to ensure that the staff will adapt well to various scenarios/situations and be ready to face such contingencies as fire, flood and other natural and man-made disasters.
