> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hana.health/llms.txt
> Use this file to discover all available pages before exploring further.

# Incidents / Policy Handling

> Disaster recovery, business continuity, incident response procedures, and operational monitoring for HANA's clinical AI platform.

## 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: [security@hana.health](mailto:security@hana.health)
* Purpose: Security inquiries, compliance requests, and incident reporting
* Response Time: Standard business hours; critical security incidents receive immediate response