BTS has developed a detailed Disaster Management process for utilization in the event of a service outage that may extend beyond the agreed resolution time, or is seen as a high impact issue by our client. Where a service outage is likely to extend beyond the agreed resolution time, our field service technician will escalate the situation to designated management points as soon as it is known that the resolution time will not be met. This may be very early in the incident.
Our disaster recovery processes allow for 3 main functions to be conducted:
- Maintain communications between the field technician and the client with regular updates of progress.
- Coordinate and apply extra resources and equipment, which may be necessary to reach a resolution.
- Provide a full closeout report of the incident, explaining why the incident went into disaster and steps that will be taken to pursue future prevention of this type of event.