Business Continuity & Disaster Recovery (BCDR) Policy

1. Introduction

PagerTree is committed to ensuring the resilience, availability, and reliability of the systems and services that our customers depend on.

This Business Continuity & Disaster Recovery (BCDR) Policy outlines PagerTree’s approach to preparing for, responding to, and recovering from events that could disrupt normal operations.

PagerTree maintains documented plans, processes, and controls to minimize service interruptions and ensure timely restoration of business functions in the event of a disaster or significant incident.

2. Purpose

The purpose of this policy is to:

• Ensure continued delivery of critical PagerTree services during disruptive events
• Protect customer data and maintain service availability
• Establish clear expectations for business continuity planning and disaster recovery procedures
• Demonstrate PagerTree’s commitment to operational resilience

3. Scope

This policy applies to:

• PagerTree systems, applications, and cloud infrastructure
• All employees, contractors, and third parties supporting PagerTree’s operations
• All business processes necessary to deliver PagerTree services

This policy covers both business continuity (continuing operations during disruption) and disaster recovery (restoring systems after disruption).

4. Business Continuity Program

4.1 Risk Assessment

PagerTree regularly evaluates risks that may impact service continuity, including:

• Cloud service outages
• Loss of critical infrastructure
• Network failures
• Cybersecurity incidents
• Natural disasters and regional disruptions

Risk assessments inform PagerTree’s continuity strategies and mitigation plans.

4.2 Business Impact Analysis (BIA)

PagerTree identifies:

• Critical business functions
• Required recovery time objectives (RTO)
• Required recovery point objectives (RPO)
• Dependencies on systems, vendors, and personnel

This analysis guides prioritization during continuity or recovery events.

4.3 Continuity Strategies

PagerTree uses a combination of:

• Redundant cloud infrastructure
• Multi-zone and multi-region capabilities provided by cloud providers
• Automated failover mechanisms
• Remote-work capabilities to maintain staff operations

PagerTree ensures that essential business functions can continue throughout a disruption.

5. Disaster Recovery Program

5.1 Data Backups

PagerTree performs secure, automated backups of critical systems and customer data.
Backups are:

• Encrypted in transit and at rest
• Stored in geographically redundant locations
• Regularly tested for integrity and recoverability

5.2 Recovery Procedures

PagerTree maintains documented DR procedures for:

• Restoring applications and services
• Rebuilding affected components
• Verifying data integrity
• Validating restored services before returning to production

5.3 Recovery Objectives

PagerTree establishes RTO and RPO values that align with customer expectations and operational requirements.
These objectives are reviewed periodically and updated as needed.

6. Incident Response Coordination

PagerTree’s BCDR processes integrate closely with the company’s Incident Response procedures to ensure:

• Rapid escalation and communication
• Clear ownership of decision-making
• Efficient coordination between engineering, security, and leadership teams

Significant continuity or recovery events include post-incident reviews to identify improvements.

7. Third-Party and Cloud Provider Resilience

PagerTree relies on reputable cloud service providers with strong availability and disaster-recovery capabilities.
PagerTree evaluates third-party vendors to ensure they maintain:

• High availability commitments
• Redundant infrastructure
• Disaster recovery capabilities appropriate for their services

PagerTree monitors service provider SLAs and reliability metrics on an ongoing basis.

8. Testing and Validation

PagerTree tests its BCDR plans at least annually to ensure:

• Recovery procedures work as intended
• Staff understand roles and responsibilities
• Gaps or weaknesses are identified and addressed

Testing may include tabletop exercises, simulated failovers, or functional recovery tests.

9. Communication Plan

During a continuity or recovery event, PagerTree ensures appropriate communication with:

• Internal stakeholders
• Impacted employees and teams
• Customers (when service availability is affected)

PagerTree uses official communication channels and provides timely updates where applicable.

10. Enforcement

Employees and contractors must follow all BCDR procedures when activated.
Failure to comply may result in:

• Revoked access to systems
• Disciplinary action
• Contract termination for third parties

11. Review and Maintenance

This policy is reviewed at least annually, or upon significant changes to PagerTree’s infrastructure, business operations, or regulatory requirements.
Updates are approved by PagerTree Executive Management.

For questions regarding this Business Continuity & Disaster Recovery Policy or PagerTree’s security program, please contact security@pagertree.com.