The principal objective of the disaster recovery program is to develop, test and document a well-structured and easily understood plan which will help the company recover as quickly and effectively as possible from an unforeseen disaster or emergency which interrupts information systems and business operations.

Standard Procedure workflow

• Identify event
• Notify appropriate department or management
• Verify the issue and identify severity
• Notify staff to implement appropriate plan
• Management will notify customer if necessary
• Follow up assessment and documentation

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Office Related Disasters

Power Outage

Notification: Network staff, Management

Power outages are inevitable, especially during storm seasons. Most outages are brief and less than a minute. All computer systems, phone systems and routers are protected by battery backups to last a minimum of 15 minutes. In the cases whereby an outage extends beyond the expected battery coverage, service to customers will be covered with the use of battery driven devices such as iPads and cell phones. For extended outages due to expected events like storms or construction, secured iPad devices can be issued to staff to work remote. These devices allow staff to provide complete support from any location with reliable internet.

Internet Interuption

Notification: Network staff

An internet interuption would affect the desktop computers, the desktop phone systems and the immediate ability to provide services to customers. Internet interuption at the offices does not affect the data systems since they are hosted elsewhere. In order to determine the actions to take during an internet interuption, the first action is to detemine the expected outage time. If the outage is expected to last more than 10 minutes or the interruption time length is unknown, the following procedures shoud be taken;
• If available, connect desktop computers to alternate internet provider within the office
• If this does not solve the condition, continue with this list
• Distribute designated Apple iPads to customer service staff to connect to internet at alternate location and set up phone service
• Shutdown and secure desktop computers
• Communicate offsite plan to staff and prepare to move offsite to resume services

Fire or Flood

Notification: All Departments

Fire or flood would be considered a long term disaster and would affect customer service and upper level staff. It would not affect data services as the hosting servers are remote. With fire or flood, it is assumed the offices would not be habitable for an extended period. In this case, all customer service and tech staff would need to work from remote locations until an office can be re-established. Additionally, office assets must be accounted for and secured.
• Distribute designated Apple iPads to customer service staff to relocate to temporary remote locations
• Document and secure desktop computers from damaged office
• Communicate offsite plan to staff
• Notify executive staff of disaster and plans
• Determine if any computer assets having access to PHI are missing

Break in or Vandalism

Notification: Management, HIPAA Compliance

When it comes to PHI security, a break in or vandalism must be taken more seriously due to the intent. Desktop computers and network devices have sensitive information and may be used to access data if not secured prior. Priority should be on devices containing PHI.
• Secure office computers
• Compare assets inventory to establish what may have been taken
• Determine if any computer assets having access to PHI are missing
• If computers have been taken, immediately change access keys and passwords to servers containing PHI
• Notify executive staff of disaster and plans
• Determine if any servers have been accessed by unauthorized users or devices

Malicious act by Employee or contractor

Notification: Management, HIPAA Compliance

Although employees and contractors have been vetted, the possibility of a malicious act remains. The risk is higher when an employee or contractor is terminated. To prevent one employee from destroying all data, restrictions are on the access to backup copies. One set of employees wil have access to immediate recover backups while a different set of employees have access to longer term backups. In the event of a termination, the employee access should be removed immediately. Additional safeguards are in place;
• Server root access is limited by IP address and restricted to company facilities
• SSH Keys are installed on all servers.
• Specific backup copies are limited to officers of the company

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Hosting Provider Disasters

Internet Outage

Notification: Management, Network staff

Digital Ocean is our primary hosting facility. We utilize facilities in New York and San Francisco. Although Digital Ocean has many failover protection factors, the opportunity for the facility hosting one of our servers still exits and must be covered. With an outage, the first task is to determine cause and time expected. If the time expected is extended, we have the ability to rebuild any server at another of Digital Ocean's facilities within an hour. If this is not possible, we are prepared to rebuild on Atlantic.net and/or Rackspace within 2 or 3 hours.

Vandalism or Cyber Intrusion

Notification: Management, HIPAA Compliance

A cyber intrusion means an employee, hosting provider or customer has notified Check In Systems that a possible data breach has occured. Any staff member that has been notified as such, should immediately notify their direct supervisor and the HIPAA compliance officer. Management staff should immediately determine the validity of the report and act to secure the data system involved. Vandalism or Cyber intrusion would mean that a person or party has acted in a malicious way that could compromise the integrity of PHI data. This does not always mean the theft of PHI but management should rush to determine if any PHI has been compromised. If it is found PHI has been compromised, Breach procedures should be followed. If it is determined that PHI has not been compromised, the software and databases should be secured to prevent the escalation of the event. Whether PHI has been compromised or not, it may be necessary to take the server offline to secure the data. Customer service needs to be notified so they can handle the incoming calls from customers as to decription of the issue and timeline to resolution. No details should be provided as to the cause of the issue until network and management can agree to the cause and risk. A statement may be prepared and posted to customers if management deems appropriate.

Loss of Server

Notification: Network staff, Management

In the event of a server loss, meaning a server is unresponsive, the network staff will be the first to confirm if the server itself has been lost or just connectivity. In the event a server is unresponsive the network staff should know within 15 minutes if the server can be recovered and placed back in service. If it cannot, the entire server should be restored from the most recent backup. If there is more recent data than the entire server backup, that data should be imported from the most recent copy. In the event a backup restoration is needed, network staff should inform customer service as to the approximate time to give customers. No details should be provided as to the cause of the issue until network and management can agree to the cause and risk. A statement may be prepared and posted to customers if management deems appropriate.

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Non-Disaster Events

Customer Issue

Notification: Customer Service

A customer issue is an incident whereby the customer has an interruption in service or is in need of assistance. This issue is handled by customer support or, if after hours, the tech on call. A short list of common issues is below;

• Kiosk or Backend Issue
• Log in issue
• Configuration Issue
• Database issue
• Network Issue

Server Unresponsive

Notification: Network staff, Customer Service

This issue would mean that a customers and/or staff cannot reach the server to use the software.

Possible Issues

• Hosting facility Internet down
• Server service has stopped such as db server or web services
• Firewall blockage

Actions

• Immediate escalation to the network tech on call and the programming staff.
• Determine if it is a network issue, server issue or software problem.

Testing

Data Recovery

Individual Customer Recovery

In the event a customer needs a backup restored, Check In Systems can restore the customers dedicated database to include data, configuration and account information without affecting other customers. These backups are testing randomly each month to ensure encryption and recovery time.

Entire Server Recovery

Servers have multiple backups depending on the severity and time requirements. These backups are testing randomly each month to ensure encryption and recovery time. Each server can be restored and individual customer data can be restored if needed.

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DISCLOSURE

THIS DOCUMENT IS UPDATED FROM TIME TO TIME TO COVER MATERIAL NEEDED FOR COMPLIANCE. ADDITIONAL POLICIES AND PROCEDURES ARE WITHIN OUR OFFICES BUT CONTAIN SENSITIVE INFORMATION THAT IS NOT FOR PUBLIC REVIEW.