Disaster Recovery

RPO/RTO

FTCloud has been designed for high user availability with redundancy built into every level of infrastructure including but not limited to, redundant power, networks, database, and web servers. Connectivity to FastTrack360 is provided by multiple redundant internet links from independent providers to the datacentre.

Below is an outline of the RPO (Recovery Point Objective - What data loss can occur) and RTO (Recover Time Objective – Time taken to restore the service) for the production FTCloud service. To ensure that all DR services are ready and operational FastTrack undertakes planned testing of the DR platform and processes on an annual basis.

Please Note:

• Recover Point Objective is measured based on the point in time that FastTrack receives an alert from the monitoring services, which run on a 5-minute cycle.

• The above matrix applies to Production based FastTrack360 environments only. RPO/RTO is not defined for the UAT or Training environments, if an incident was to occur FastTrack would restore this service based on best endeavours.

BCP Outline

FastTrack has designed its core business to ensure that if a disaster ever strikes, it will be able to continue to operate as normal. FastTrack has removed all dependencies of a building location, enabling their staff, support team and management team to operate from anywhere in the world. FastTrack’s own internal infrastructure applies the same level of DR as the FTCloud offering to ensure that our business continuity plan keeps us going, and the clients reliant on our cloud product, services and support can still access our services should an event occur.

A high-level outline of the BCP includes:

• Should a disaster occur and impact technology services:

  • In the event of a disaster, FastTrack’s own internal systems are located and replicated in two different geographically different datacentres ensuring all staff can connect remotely using the latest security standards.

  • Loss of key computing hardware: all primary servers, networks are hosted in the cloud with full redundancy across multiple datacentres. There’s no physical hardware within the FastTrack offices that would prevent productivity or BAU services.

  • Loss of Melbourne office – all services to run BAU are hosted externally and staff would be contacted by their line manager to work from home.

  • Loss of internet connectivity: If the building was to lose both redundant internet links, the use of 4G mobile network will be invoked.

  • Loss of phone services: If both hard phones, soft phones were lost in an outage, users can utilise the anywhere service to take and receive calls from their mobile devices.  

  • FastTrack Internal network - Primary Site Failure at AWS. – Invoke internal DR plan from primary to secondary site

  • FastTrack Internal network - Loss of data at AWS – Invoke DR plan for restoration services.

  • FTCloud – Amazon Web Services data primary data centre outage – Initiate the DR process to recover on secondary site.

  • FTCloud - Amazon Web Services full data centre primary/secondary outage – Initiate the DR process to recover from offsite backups into our standby provider cloud services.

• Should a disaster occur with essential services: Our customer service team utilise JIRA Service Desk, which is available anywhere in the world with built in redundancy, so you can always contact support and get the help you need.

• Should we lose key personnel: Loss of key personnel – In the event of a disaster the following will be applied:

  • Support staff: if not enough support staff are available, staff from other departments, professional Services and technology will assist.

  • Technical staff: We would expand either our offshore operations or contract local personnel.

• Should we incur a system attack/security breach: FastTrack has defined policies and procedures as part of the ISO2700 compliance to manage a security/data breach. If such an incident was to occur the Information Security Incident Management Policy would be invoked where actions would be taken to protect the impacted customers data and FastTrack. Depending on the jurisdiction the relevant government departments and customers would be advised.