By Curt Drummond, Customer Support Manager
At ClaimVantage, we recognize the importance of providing our customers with reliability and continuity of service, even in the face of unforeseen events. Our business continuity plans ensure that our operations are resilient even in times of disasters preventing us from conducting business at one of our office locations or technology failures inhibiting our use of the tools we use to serve our customers.
The foundation of our ability to weather such disasters is our “cloud-first” strategy, based on using a suite of cloud applications provided by diverse vendors. This means there is no single point of catastrophic failure, whether that be a traditional company network or an over-reliance on a single vendor or service.
Our Business Continuity and Disaster Recovery Plan (BCDRP) places highest priority on:
- Ensuring safety of employees and visitors at the affected site.
- Ensuring continuity or timely resumption of ClaimVantage’s critical business functions and support of customer operations.
- Mitigating potential security or safety threats and limiting damage as much as possible.
- Providing documented plans and procedures to ensure the efficient and effective execution of recovery for critical business functions.
One critical piece of this plan is to ensure all key players are aware of their responsibilities during a major incident. Of course, having a plan is great, but if we don’t test our plan how can we be sure that it works effectively?
Testing our Business Continuity and Disaster Recovery Plan
Per our BCDRP, which we share with our customers, we test the execution of our plan annually to ensure it’s effective in a real-life scenario. This exercise enables us to reflect on the process and identify any potential areas for improvement. On November 21st 2018 we completed our annual BCDRP drill in our Portland location, and we are delighted to announce the successful completion of the exercise.
At 4 pm on November 20th, an email was sent out announcing a disaster at our location in Portland, Maine. Our key players swooped into action and notified all employees immediately asking them to:
- Work from home, or another suitable alternative.
- Not to access the office until they were notified by their manager that it was safe to do so.
- Notify their manager if there were any items critical to performing their duty that remained at the office.
Luckily, because of our “cloud-first” structure, all employees were able to resume their normal work schedule from an alternative location. At 8 pm on November 21st, all employees were notified that the office was once again deemed safe and suitable for them to return to the office on the next business day, where normal operations would resume.
Back in March our Dublin office was faced with the worst winter storm Ireland had seen since 1892, and our BCDRP was put into action. Before the official weather warnings came into effect, the office building was shut down and all employees were forced to return home to wait out the storm in the safety of their homes. However, ClaimVantage remained open for business, with all employees working from home and accessing all information remotely. This post highlights the benefits our business witnessed by having these plans in place in advance.