Business continuity

We understand that you rely on the availability of our platform for your daily operations. That is why we have comprehensive plans and procedures in place to ensure the continuity of our services, even in the event of unexpected circumstances.

Service Level Agreement

Uptime Guarantee

99.9% Monthly Uptime

• Maximum 43 minutes of downtime per month

• Automated external monitoring

• Monthly SLA reports available

• Service credits for failure to meet SLA

Planned Maintenance

• Frequency: Maximum 1× per month

• Duration: Maximum 4 hours

• Timing: Outside office hours (8:00 p.m. - 6:00 a.m. CET)

• Advance notice: Minimum 7 days

• Zero downtime: Where possible via blue-green deployments

Support Response Times

Application & Storage

Infrastructure as Code

• Versioned in Git with every change

• Automated deployment tests

File Storage

• Real-time geo-replication

• 30-day version history

• 30 days soft delete

Disaster Scenarios

Prepared for various scenarios:

Data Corruption/Deletion

• Point-in-time restore from backups

• RTO: 1-4 hours, RPO: 5 minutes

Ransomware/Malware

• Restore from immutable backups

• RTO: 4–8 hours, RPO: 5 minutes

Major Azure Outage

• Escalation to Microsoft

• Communication plan active

• Contingency procedures

Testing & Validation

Regular Tests

Monthly: Backup Restore

• Sample backup restore tests

• Data integrity validation

Quarter: Failover Tests

• Database failover to DR region

• RTO/RPO verification

Semi-Annual: Full DR Simulation

• Complete platform failover

• All teams involved

• RTO/RPO target validation

• Comprehensive reporting

Annual: Disaster Scenario

• Realistic, complex scenario

• Company-wide involvement

• Gap analysis and improvements

Communication During Incidents

Direct Communication

• Email notifications upon impact

• Hourly updates during critical incidents

• Transparent communication about:

  • What's going on

  • Which services are affected?

  • Expected recovery time

  • Next update timing

Your Role as a Customer

Shared Responsibility

We provide:

• Platform availability (99.9% SLA)

• Data backups and recovery

• Disaster recovery capabilities

• Incident communication

You will be responsible for:

• User access management

• Export of own reports (if necessary)

• Own business continuity planning

• Current contact details

During Incidents

Recommended Actions

• Monitor our status page

• Follow email updates

• Use workarounds if available

• Report issues via support

• Avoid excessive retries

Your BC Planning

We recommend that you:

• Onesurance in your risk assessment

• Document your own BC plan

• Testing Onesurance

• Keep contact information up to date

Continuous Improvement

Performance Metrics

We measure and monitor:

• Actual RTO/RPO in case of incidents

• Test success rates

• Backup and restore success rates

• Uptime percentage

Regular Reviews

• Monthly: Backup and uptime reports

• Quarter: BC/DR metrics dashboard

• Semi-annual: Program review

• Annual: Executive Board report

Sources of Improvement

• Post-incident analyses

• Test results and gap analyses

• Industry best practices

• Regulatory feedback

• Advances in technology