Business Continuity Plan

1. Overview

In order to ensure the continuity of critical services during incidents, Eververse has implemented a Business Continuity Plan (BCP). This plan outlines the procedures for maintaining critical business functions and services in the event of a disruption, ensuring the platform's continuous operation for customers and partners.

2. Objectives

The objectives of this BCP are to:

• Ensure the continuity of critical services during incidents.
• Minimize the impact of disruptions on Eververse customers and operations.
• Provide clear guidance on roles and responsibilities during an incident.
• Ensure effective communication with stakeholders, customers, and partners.

3. Scope

This plan applies to all critical systems supporting Eververse’s operations, including but not limited to hosting infrastructure, databases, logging, uptime monitoring, and incident reporting.

4. Business Impact Analysis

Critical business functions that must be maintained:

• Eververse platform uptime: Continuous access to the SaaS platform.
• Data integrity and availability: Real-time access to customer data stored in our database.
• Incident monitoring and response: Ongoing system health monitoring and alerting via our uptime monitoring system.

5. Roles and Responsibilities

5.1 Incident Response Team (IRT)

Please see our Incident Response Plan for more details.

6. Incident Response Procedures

1. Detection:: Our uptime monitoring system should notify the Incident Response Team of any service disruptions or downtime via automated alerts. If the incident is not detected, the IRT will be notified by a customer, partner or internal team member.
2. Assessment:: The IRT will assess the scope and severity of the incident, determining which services are affected.
3. Containment:: Engineering will work to contain the issue by isolating impacted services and preventing further damage.
4. Communication:: Immediate internal communication will be initiated via Slack, and external notifications to customers will be added to the status page, from which customers can choose to receive updates.
5. Restoration:: The IRT will follow recovery procedures, prioritizing the restoration of critical services such as the Eververse platform and database access.
6. Post-Incident Review:: After recovery, a post-mortem will be conducted to identify root causes and areas for improvement.

7. Recovery Procedures

7.1 Hosting Infrastructure

• In the event of a disruption, deploy backup versions of the platform using our hosting provider's failover capabilities.
• Utilize our hosting provider's global infrastructure to switch to alternate regions as needed.

7.2 Database

• If a database outage occurs, restore service from backups available through our database provider's automated backup and recovery features.
• Leverage our database provider's multi-region capabilities to switch to a replica if a primary node fails.

7.3 Monitoring

• Use logs and incident reports to identify the exact cause of failure.
• Ensure all alerts are acknowledged and escalated as needed to facilitate rapid response.

8. Communication Plan

• Internal Communication: The IRT will use Slack for internal coordination.
• External Communication:
  • Status Page: Regular updates will be posted to our status page.
  • Email Notifications: Critical service interruptions will be communicated to customers via email.

9. Testing and Maintenance

• This plan must be reviewed and tested annually or after any significant changes to infrastructure or operations.
• Any updates to our infrastructure or configurations must be reflected in this plan immediately.

10. Conclusion

By adhering to this Business Continuity Plan, Eververse ensures the resilience of its platform and minimizes the impact of disruptions on customers. The commitment to continuous improvement, incident response, and recovery guarantees that Eververse can maintain its services under various scenarios.