5 l Business Continuity Management performance indicators & maintenance

Recovery Time Objective for Customer Service is 20 minutes. Our Network Control & Command centers operating 24x7 are on separate continents;
Minimum Level of Service on critical functions when Recovery Plan is active is basic telephony and English language support ; expected to last no more than a maximum of 2 weeks; based on 25-50% absenteeism;
Recovery Point Objective is 24-hrs for critical class A IT systems. This includes configuration, inventory, and Customer Relationship Management applications;
In the event of loss of facilities or resources, activity is transferred to an alternate global location; our sourcing policy is in place to ensure multiple vendors for energy with emergencies stocks on site. This applies to all network Points Of Presence, backbone centers and all major service facilities across the globe

6 l expected results of our BCP and actions

We anticipate delivering 100% of activity;
Assuming 35% to 40% of staff are absent from their normal work location for up to 6 weeks (ramping up and then down over 15 weeks), that might occur 2 or 3 times in an 18 month period;
Customers may be supported by alternative teams than there their normal support infrastructure and
language coverage may be reduced. Additional volumes are managed by deploying additional resources; activity is prioritized based on impact or urgency and by deferring other non-essential activities.