1 Introduction

1.1 Purpose

The purpose of this article is to ensure customers can respond to unforeseen events that affect services, software, personnel, and security on the service provider side (us), so as to minimize damaging effects on business operations on the customer side (you).

1.2 Scope

The document:

Summarizes the preventative controls in place at Admin By Request to minimize the negative effects of unforeseen events on its customers.
Outlines Admin By Request’s policies and procedures regarding customers during and following such events.
Identifies possible risk scenarios and their predicted business impact for customers, and details steps that can be taken by customers to remediate issues until they can be resolved, or recovered from, by the service provider.

1.3 Limitations

This article should not be confused with any Admin By Request company remediation documents of a similar nature (i.e., our BC / DR Plan), as it does not go into detail about the steps and procedures that we, the service provider, will follow in response to unforeseen events.

Rather, this article focuses on scenarios and remediations from the customer side.

1.4 Audience

The intention of this article is that it can be used by Admin By Request customers for their own Contingency Planning in relation to the service our company provides.

1.5 Definitions

1.5.1 Unforeseen Event

In this article, ‘unforeseen event’ is used to refer to an event that has the possibility of occurring in future, such as a disaster, crisis, emergency, accident, or something else unexpected or unplanned for.

The article examines such events that result in the service provider’s inability to provide some or all regular services for a period of time.

The scenarios described are grouped into the following categories:

Service Outage – All systems are non-functional
Software Failure – One or more vital systems are non-functional
Loss of Communication – Service provider support is unavailable
Cyber Attack – Customer data is compromised
Customer-Instigated – Customer’s service is discontinued

These scenarios are covered in detail in Scenario-Based Risk Management.

1.6 Related Articles

This article may refer to, and should be read in conjunction with, the following:

Commitments and responsibilities in ABR's Data Processing Agreement
Support provisions in ABR's Terms and Conditions and Customer Support Services
Data handling processes in How We Handle Your Data
Collection, use and disclosure of personal data in ABR's Privacy Policy and Data Privacy Settings

Refer also to ABR's Trust Center documents.

This article is available in PDF format:

Customer Contingency Plan