Disaster Recovery & Business Continuity
Backup Strategy
- Automated Backups: Daily automated backups with point-in-time recovery for all critical data
- Cross-Region Replication: Geographic distribution for disaster recovery — conversation data replicated across availability zones
- Backup Testing: Regular restore testing and validation on quarterly schedule
- Retention Policies: Configurable retention based on compliance requirements and healthcare organization policies
High Availability
- Multi-Zone Deployment: Services deployed across multiple availability zones for fault tolerance
- Auto-Scaling: Horizontal and vertical scaling based on concurrent call volume and time-of-day patterns
- Circuit Breakers: Automatic failure detection and isolation — degraded service doesn’t cascade to other components
- Health Checks: Continuous health monitoring with automatic remediation and service restart
Incident Response
- Runbooks: Documented procedures for common incidents (EHR connectivity loss, voice service degradation, model performance issues)
- On-Call Rotation: 24/7 coverage with defined escalation procedures
- Post-Incident Reviews: Blameless postmortems with documented action items and follow-through tracking
- Mean Time to Recovery: Target MTTR of less than 30 minutes for critical issues affecting live patient conversations
Risk & Incident Management
- Incident response procedures: Severity classification, communication templates, and resolution workflows
- Risk assessment frameworks: Regular risk assessments covering infrastructure, data, and AI-specific risks
- Vendor risk management: Third-party vendor security assessments and ongoing monitoring
Operational Monitoring
- Status: Live monitoring with 24/7 coverage
- Coverage: Infrastructure, application, and conversation quality monitoring
- Response: Automated remediation systems for known failure patterns
- Escalation: Defined incident response procedures with clear ownership
Security Team Contact
- Email: [email protected]
- Purpose: Security inquiries, compliance requests, and incident reporting
- Response Time: Standard business hours; critical security incidents receive immediate response