Business continuity, disaster recovery and incident management

1. Business continuity

Zeenna maintains an approved Business Continuity Plan and Business Continuity and Disaster Recovery Policy. The objective is to prepare for extended disruption and restore services within an acceptable timeframe while preserving confidentiality, integrity and availability.

• Identification of critical systems and dependencies
• Defined response and recovery roles
• Continuity and recovery plans for production
• Consideration of external cloud and SaaS dependencies
• Regular review and plan updates

2. Disaster recovery and backups

Production data is protected through backup and recovery procedures. Backups are intended to be stored redundantly outside the production environment, with recovery capability verified through restoration testing.

• Regular customer-data backups
• Redundant backup locations outside production
• Backup-restoration testing
• RTO and RPO evaluation during disaster-recovery exercises and against contractual requirements
• Redundancy and failover mechanisms where relevant

3. Continuity testing

Business continuity and disaster recovery mechanisms are tested regularly. The internal plan requires at least annual review and a disaster-recovery mock drill. Regulated-customer contracts may require additional practical and technical testing and evidence.

4. Monitoring and detection

• Monitoring of critical infrastructure and service parameters
• Security and operational logs
• Alerts for early issue identification
• Monitoring of AI workflows, API errors and fallback events
• Incident records and corrective actions

5. Incident management

Incidents are classified, escalated, resolved and documented according to impact and severity. Material incidents are investigated and may receive corrective actions, a post-incident review or root-cause analysis.

• Detection and registration
• Severity classification and escalation
• Impact containment and service recovery
• Customer and regulatory communication where contractually or legally required
• Documentation, corrective actions and lessons learned

6. SLA, availability and support

The following categories are Zeenna’s default enterprise service model. A specific agreement or order may adjust them according to service criticality and customer requirements.

7. Regulated-client readiness

For regulated customers, the continuity and incident framework can be extended by contract, for example with DORA third-party governance, SLA or KPI reporting, incident notification, RTO or RPO requirements, audit evidence and recurring contingency-plan testing.