Common use of Service Continuity Clause in Contracts

Service Continuity. This section defines how BCC ensures service continuity in case of failure of any of its DC infrastructure or its entire DC infrastructure. Infrastructure and Managed Database Infrastructure within DC is built on using redundant component at each level to ensure highest availability. However, if there’s any unforeseen failure at component level which interrupts the service availability, BCC is committed to make the services online with highest priority (P1). If the failure occurs for the entire infrastructure and database or in the entire data center or may exceed the expected restoration time, services can be switch over to DR center according to the decision made by the customer in discussion with BCC. To ensure service continuity it is important to have both backup and DR facility for any infrastructure. The government cloud of BCC has disaster recovery service known as Cloud Disaster Recovery Service (CDRS) available from its disaster recovery center located at Jashore. The service is available for the customer to be used in accordance with their application architecture and business requirement. However, in case services are switchover to DR, there might be some performance degradation of service (e.g. bandwidth, volume of resources, etc.) as the DR facility is not entirely equal to DC facility. As recovery point objectives (RPO) and recovery time objectives (RTO) for service continuity depends on the customer application architecture it is suggested for the customer to set their RPO and RTO in cooperation with BCC and validate it through service continuity drill or test. In case of managed database service, there will be asynchronous replication of database to the disaster recovery site using the native feature of the database system. BCC will closely monitor the replication status between the primary and disaster recovery site to ensure there’s no gap between the primary and standby database. BCC will also conduct at least one and not more than two database switchover test (DR drill) in a year. In case of gap observed between sites which is not resolving automatically, BCC will immediately notify the customer and initiate gap resolution process. Apart from DR service, to ensure backup of cloud data, BCC has backup service available for the customer to be used to take backup cloud server. BCC also provides separate agent based backup service for taking backup of file system data which is available for managed database service. BCC provides assistance to the customer, if customer wants to perform restoration test within the NDC infrastructure which is recommended to perform at least once in a year by the customer. Customers are also recommended to collect offline backup of their important data in a periodic manner over virtual private network or physically.