!"r#anisation$s lo#o #oes here%
Business continuity plan
[ORGANISATION NAME] [DATE]
Managers must keep a copy o t!is "ocument at !ome# A""itional copies are a$aila%le in t!e emergency %o&es locate" at t!e [ORGANISATION [ORGANISATION NAME] oice
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!"r#anisation name% business continuit& plan –'()0')*0'+
'. *. 3.
ntroduct ntroduction. ion........ .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. ........................... .................... 3 riorities riorities and responsi responsibili bilities ties or or !"/AN !"/ANAT AT"N "N NA12%... NA12%.......... .............. .............. .............. ......................3 ...............3 e& ris4s ris4s and and minimis minimisatio ation n measure measures....... s.............. .............. .............. .............. .............. .............. .............. .............. .......................5 ................5 3.'. Assumpti Assumptions.. ons......... .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .......... ... 5 3.*. 6isaster 6isaster events... events.......... .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. ................................ ......................... 5 3.*.'. 3.*.'. 7oss 7oss o techn technolo olo#&. #&..... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ........ ....... ....... ....... ......... ........... ........... ........... .......8 ..8 9. oles oles and and responsi responsibilit bilities.. ies......... .............. .............. .............. .............. .............. ............... ............... .............. .............. ...............................: ........................: 5. 2mer#enc 2mer#enc& & recover& recover& proce process..... ss............ .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .......... ... ( 5.'. Activate Activate the 2mer#enc 2mer#enc& & 2vacuatio 2vacuation n rocedu rocedures.... res........... ............... ............... ...................................( ............................( 5.*. Activate Activate the ;usiness ;usiness Continu Continuit& it& lan....... lan.............. ............... ............... .............. .............. .............. .............. .....................( ..............( 5.3. 1ana#e 1ana#e sta..... hours>............ .............. ......................'' ...............'' 5.9. 7ettin# 7ettin# sta sta 4now 4now about about the emer#en emer#enc& c& =outsid =outside e normal normal business business hours>..............'* hours>..............'* +. ;usiness ;usiness recover& recover& process... process.......... .............. .............. .............. .............. .............. .............. .............. .............. .............. ...........................'3 ....................'3 +.'. et up the business business recover& recover& oice oice =tempora =temporar& r& o-si o-site te location>. location>........ ...........................'3 ....................'3 +.*. Communic Communicatio ation n priorities priorities and processe processes....... s.............. .............. .............. .............. ....................................'9 .............................'9 +.3. einstate einstate services services at the oice..... oice............ .............. .............. .............. .............. .............. .......................... ................................'+ .............'+ 8. ;usiness ;usiness conti continuit& nuit& plans plans or CT....... CT.............. .............. .............. .............. .............. .............. .............. .............. .............. .....................'8 ..............'8 8.'. a&roll.. a&roll......... ............... ............... .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .................. ....................... ............ '8 8.*. 2mail.... 2mail........... .............. .............. .............. .............. .............. ............... ............... .............. .............. .............. .............. .............. .............. ....................... ................ '8 8.3. Networ4 Networ4 =includi =includin# n# ile ? print> print> ? remo remote te access....... access.............. .............. .............. .............. .........................'( ..................'( 8.9. hones hones – landlin landlines.... es........... .............. .............. .............. .............. .............. ............... ............... .............. .............. .............. .............. ................ ......... *0 8.5. hones hones – mobile.. mobile......... .............. .............. .............. .............. .............. .............. .............. .............. ............... ....................................*' ............................*' 8.+. !pecial !pecialist ist applicati application% on% and accounti accountin# n# s&stems..... s&stems............ .............. .............. ..................................** ...........................** 8.8. @ebsite @ebsite....... .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. .............. ............... ...............................** .......................** :. 2mer#enc 2mer#enc& & dele# dele#atio ations ns list.... list........... .............. .............. .............. .............. .............. .............. .............. .............. .............. ..........................*3 ...................*3 (. Contact Contact lists...... lists............. .............. ............... ............... .............. .............. .............. .............. .............. .............. .............. ................. ................................ ...................... *9 (.'. ta ta call tree....... tree.............. .............. .............. ............... ............... .............. .............. .............. .............. .............. .............. .............................*9 ......................*9 (.*. ta, ta, supplier supplier,, and sta4ehol sta4eholder der contact contact lists........ lists............... ............... ............... ....................................*5 .............................*5
6ocument control evision histor& Re$ision
Date
Aut!or
Reason or c!ange
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!"r#anisation name% business continuit& plan
How to use this document This document has been developed to help your organisation plan for times of crisis – it provides an example of of a Business Continuity Continuity Plan, and you should should keep any any information information relevant to you, adapt as necessary and delete anything that doesn’t match your needs. nder each chapter heading you’ll see a description in italics of !hat the section is intended to cover, then some sample text that you can adapt to match your organisation’s needs – text under each heading is designed to be an example, and should be replaced by information relevant to your organisation. "herever #$%&'()*'T)$( ('+- appears in text it should be replaced !ith the name of your organisation. "herever #T)+ %'+- appears, you should replace it !ith the time frame after a disaster at !hich your business operations !ill be severely disrupted. "henever #P$*)T)$( ('+- appears, replace it !ith the appropriate position title for your organisation. )talicised text can be deleted once you’ve finished filling out the document.
'# Intro Intro"u "ucti ction on The business continuit& plan has been developed to minimise disruption to !"/ANAT"N NA12% services in times o crisis. t la&s out what the business should do i normal business activities cannot be continued due to a disablin# event such as loss o technolo#&, the buildin# or a lar#e proportion o sta. The business continuit& plan realisticall& ormalises the actions &ou will need to ta4e minimises the downtime or the business identiies business priorities so that i services are limited, the& can be allocated eectivel&. • • •
(# )riorities )riorities an" responsi%ilit responsi%ilities ies or [ORGANISA [ORGANISATI TION ON NAME] "hat are your organisation’s priorities !hen an emergency occurs/ Think about your overarching priorities and the actions you’ll take to achieve them, and add them to the 0&eneral’ box. )n 0Critical business function’, identify !hich functions you’ll put effort into maintaining, either internally or for clients.
6urin# an emer#enc& these are the priorities and responsibilities or the !"/ANAT"N NA12%.
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!"r#anisation name% business continuit& plan
/eneral
All !"/ANAT"N NA12% sta are sae and accounted or. !"/ANAT"N NA12% mana#es the situation b& ensurin# that 1ana#ers or others noti& the ;usiness Continuit& 1ana#er =;C1> immediatel& o business interruption issues sta actions and priorities are consistent with overall business recover& strate#& there are manual wor4arounds or critical business processes the public can be provided with undamental services at an appropriate appropriate level •
•
• •
Critical Critical busin business ess unction unction
Critical Critical business business unction unctions s o o the !"/ANA !"/ANAT" T"N N NA12% NA12% communications set up a central area or !"/ANAT"N NA12% sta o and 4e& sta4eholders and in time the public ensure travellin# sta 4now the eBtent o the o emer#enc& and have a contact number or the !"/ANAT"N NA12% oice establish what electronic s&stems are available and set up or use ascertain what business unctions will be provided •
•
•
Civil emer#enc&
)f you have a responsibility to clients during an emergency
n order to ensure the saet& o our clients durin# a civil emer#enc&, and continuin# provision o services or them, !"/ANAT"N NA12% will !insert teBt here%. )f you do not have responsibility for clients during an emergency
The !"/ANAT"N NA12% is not an or#anisation which mana#es maor resources essential or an eective response in the event o a civil emer#enc&. The !"/ANAT"N NA12%
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*# +ey risks risks an" minimisatio minimisation n measures measures 3.1.
Assumptions
Think about attributes of your organisation organisation !hich could expose it to particular risks. Think about assumptions you’ve made about ho! you !ould handle a crisis, and !hat the implications are of those assumptions. 'nd think about ho! long your business could be disrupted before it became a problem for you or your clients. 1iscuss belo! 2these are 3ust examples4.
;ecause !"/ANAT"N NA12% operates rom a sin#le oice, it is possible that the whole o the !"/ANAT"N NA12%$s core business could be disrupted. ;usiness support s&stem ailure could disrupt business, but the assumption is that serious disruption is not li4el& to occur occur until at least ater !T12 DA12%. DA12%. The business business continuit& plan ta4es this into account.
3.2.
Disaster events
5ave a think about the events that are most likely to occur and affect your organisation during a disaster. 6ist the most important belo! 2these are 3ust examples4.
This plan concentrates on the events that are most li4el& to occur. These three events =in order o impact> are '. 7oss o oice oice buildin# buildin# =e.#. =e.#. earthE earthEua4e ua4e,, ire> ire> *. 7oss o o oice oice buildin# buildin# unctio unctions ns =e.#. =e.#. electricit& electricit&,, #as, #as, lood> lood> 3. 7oss 7oss o o tech techno nolo lo#& #& a. a&roll b. 2mail c. Networ4 Networ4 =inclu =includin# din# ile and print> print> and and remote remote access access d. hon hones es – lan landl dlin ines es e. ho hones – mo mobile bile . Clie Client nt)w )whF hFna nau u mana# mana#em emen entt s&ste s&stem m #. !other !other specia specialis listt appli applicat cation ions% s% h. Dina Dinanc ncia iall s&st s&stem em i. @ebsite . 7oss o buildin#)unction buildin#)unctions s Think about the likelihood and effect of each of those and graph them belo!. The top graph sho! options !hich are 3ust examples7 add your o!n examples to the bottom graph then delete the top one.
The #raph below shows the relative impact and li4elihood o possible disaster events.
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High
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Extent of impact
l e k i L
!"r#anisation name% business continuit& plan
or each of your main risks, think about ho! you !ould respond, then dra! up a table like that Lowbelo!. 8ou !ill need to determine !hat constitutes a short9term and long9term interruption for your organisation and add those in the spots !here it says T)+%'+. Text Low High belo! is 3ust an example.
A key risk or sta is inabilit& to access or leave the oice buildin#. 6eparture or access ma& be denied as a result o transport ailure, nature =e.#. loods, earthEua4e>, personnel personnel or political reasons. The key response or respondin# to inabilit& to depart or access the buildin# is outlined below. peciic instructions instruct ions or particula particularr issues are detailed in the speciic business continuit& plans =see ection 8>. Characteristics of interruption
No access to t!e [general area / e#g# 0!ristc!urc!] Sta una%le to lea$e t!e oice %uil"ing No access to t!e [city or to1n t!e oice is in / e#g# 0!ristc!urc! 0BD] No access to t!e %lock on 1!ic! oice is locate"
Risk asses sment rating
Action for short short term interruption (up to [!"#$RA"#%& Recover' ocation
Action for )ong term interruption interruption More t!an More t!an [TIME,RAME] [TIME,RAME] -less t!an [TIME,RAME]. Reco Reco$e $ery ry loc locat atio ion n Reco Reco$e $ery ry loca locati tion on
ta to relocate to
med T!is 1oul" %e a ci$ic emergency an" %eyon" t!e %usiness continuity plan
%usiness reco$ery oice
lowmed
med
ta ta wor4 or4 o-s -siite or remai emain n at home
ta ta to rel reloca ocate to %usiness reco$ery oice
medlow
ta ta wor4 or4 o-s -siite or remai emain n at home
ta ta to rel reloca ocate to %usiness reco$ery oice
*#(#'# *#(#'# 2oss o o tec!nolo tec!nology gy Think about the technology systems you have, the priority of the technology systems,and your tolerance for unavailability of each system. Think also about ho! regularly you back up data – if data loss occurred right before your next backup, ho! long !ould it have been since your last retrievable backup/ ill in a table like that belo!7 the text here is 3ust an example.
System
Tolera%le outage
Tolera%le "ata loss
a&roll 2mail Networ4 =includin# remote access Dile server)sharin# hones =landline> hones =mobile> Client mana#ement s&stem Dinancial s&stem @ebsite
Two wee4s "ne da& "ne da&
"ne wee4 "ne da&
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!"r#anisation name% business continuit& plan
)n section :, look at individual recovery plans for each of these technologies.
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!"r#anisation name% business continuit& plan
oles and responsibilities
3# Roles an" responsi%ilit responsi%ilities ies Think about !ho !ill do !hat during an emergency. ill in the table belo! !ith information relevant to your organisation. The si;e of your organisation may not !arrant the number of roles, in !hich case you may !ish to combine some responsibilities.
6urin# an emer#enc& these are the roles and responsibilities. Role
;usiness ;usiness Continui Continuit& t& 1ana#er =;C1>
4!o (ame of position2eg 5% manager4
Responsi%ilities
Contactin# the Chie eview "icer at irst 4nowled#e o an emer#enc& Arran#in# the the initial meetin# meetin# o the Emergency Decision Group =;C1, C" and Technolo#& Advisor> to •
activate the ;usiness Continuit& lan
•
underta4e emer#enc& tas4s
Conirm critical business unctions and business recover& location einstatin# services at the !"/ANAT"N NA12% •
Chie eview "icer (ame of position< =C"> backup postion
Contactin# the ;C1 at irst 4nowled#e o an emer#enc& ati&in# the decisions o the 2mer#enc& 6ecision /roup 7eadin# the !"/ANAT"N NA12% 1ana#ement team Communicatin# Communicatin# to the or#anisation =includin# the board>
;usiness ecover& "ice 1ana#er
(ame of position
Co-ordinate the settin#-up o the business recover& oice alon# with the mana#ers .
Technolo#& Technolo#& Advisor
(ame of position
Co-ordinate the mana#ment o CT ;C
Communication Contact ole
(ame of position
Communicatin# Communicatin# with •
clients
•
sta4eholders
•
media
•
anyone else important to your organisation
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!"r#anisation name% business continuit& plan
5# Emergency reco$ery process "hat procedures !ill you follo! !hen an emergency happens/ 8ou should have a procedure for each of the headings belo!. Text Text in tables is an example.
*.1.
Acti$ate t!e Emergency E$acuation )roce"ures
4!en
As soon as &ou are inormed o the emer#enc& situation
*.2.
4 !o
)roce"ure
The ;usiness Continuit& 1ana#er =;C1>
The buildin# is cleared o all sta usin# 2mer#enc& 2vacuation rocedures
Step
Ac Action
4!o6 complete"
4!o6 complete"
Acti$ate t!e Business 0ontinuity )lan
4!en
As soon as &ou are inormed o the emer#enc& situation
4 !o
)roce"ure
Step
Ac Action
The ;usiness Continuit& 1ana#er =;C1> in conunction with Chie eview "icer =C"> i available
The ;C1 ollows this procedure to activate and implement the ;C
'
Ta4e deta detail ils s o o the the eme emer# r#en enc& c& ro rom m the the ini initi tial al cal call l what has happened access to the buildin# who has been contacted =emer#enc& services, 4e& recover& teams, 6epartment 1ana#ers> details o an& immediate inuries, etc to sta Chec Chec4 4 tha thatt the the 2va 2vacu cuat atio ion n ro roce cedu dure res s are are unde underw rwa& a& and reEuest re#ular updates are provided to the ;C1 • • •
•
*
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'ctivate the Business Continuity Continuity Plan 2continued from previous page4
3
Conv Conven ene e a meet meetin in# # o the the 2mer 2mer#e #enc nc& & 6eci 6ecisi sion on /roup =;C1, C" and Technolo#& Advisor> which assesses the impact o the emer#enc& on the business and decides the ollowin# activatin# the ;C immediate emer#enc& tas4s =irst hour determine the 4e& business unctions to carr& out a#ree the need and location o a business recover& oiceG assi#n role o ;usiness ecover& "ice 1ana#er assi#n individual to carr& out the Communication Contact role 4e& sta members to remain on-site and a#ree actions or remainin# sta Advi Advise se mana mana#e #ers rs o deci decisi sion ons s mad made e and and have have them them rela& the inormation to their sta members. Cont Contac actt sta sta memb member ers s to to ta4 ta4e e on on the the ;usi ;usine ness ss ecover& "ice 1ana#er and Communication Contact roles. 2nsu 2nsure re appr approp opri riat ate e dele dele#a #ate ted d auth author orit itie ies s are are in plac place. e. • •
•
•
•
•
9 5 +
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!"r#anisation name% business continuit& plan
'ctivate the Business Continuity Continuity Plan 2continued from previous page4
3
Conv Conven ene e a meet meetin in# # o the the 2mer 2mer#e #enc nc& & 6eci 6ecisi sion on /roup =;C1, C" and Technolo#& Advisor> which assesses the impact o the emer#enc& on the business and decides the ollowin# activatin# the ;C immediate emer#enc& tas4s =irst hour determine the 4e& business unctions to carr& out a#ree the need and location o a business recover& oiceG assi#n role o ;usiness ecover& "ice 1ana#er assi#n individual to carr& out the Communication Contact role 4e& sta members to remain on-site and a#ree actions or remainin# sta Advi Advise se mana mana#e #ers rs o deci decisi sion ons s mad made e and and have have them them rela& the inormation to their sta members. Cont Contac actt sta sta memb member ers s to to ta4 ta4e e on on the the ;usi ;usine ness ss ecover& "ice 1ana#er and Communication Contact roles. 2nsu 2nsure re appr approp opri riat ate e dele dele#a #ate ted d auth author orit itie ies s are are in plac place. e. • •
•
•
•
•
9 5 +
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*.3.
Manage sta7s imme"iate concerns -"uring %usiness !ours.
4!en
4 !o
)roce"ure
Step
Ac Action
You will need to mana#e &our sta durin# an emer#enc& to ensure the& are sae, 4ept inormed and scheduled or wor4 or released to #o home.
!"T"N NA12 e# The 6epartment 1ana#ers%
!"T"N NA12% use the ollowin# procedures to mana#e sta ater the 2mer#enc& 2vacuation rocedures have been completed.
'
Note Note the the ph& ph&si sica call loc locat atio ion n o o all all sta sta - con coni irm rm who who was due to wor4 toda&, who is on leave, who is not accounted or.
*
2nsu 2nsure re that that sta sta are are con# con#re re#a #ate ted d in in a cen centr tral al loca locati tion on and have been #iven access to telephones to advise amil& the& are sae. Chec4 that ood ? bevera#es bevera#es have also been provided. 7iai 7iaise se with with the the !" !"T T" "N N NA1 NA12% 2% to to or#a or#ani nise se priv privat ate e counsellin# and transport when and where necessar&. end end home home thos those e sta sta who who are are not not reE reEui uire red d wit with h instructions when the& will be contacted to advise o an& chan#e and when)where to return to wor4. rov rovid ide e re# re#ul ular ar upda update tes s as as adv advis ised ed b& the the ;C1 ;C1.. =us =use e sta call tree in section (.'>
3 9 5
4!o6 complete"
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!"r#anisation name% business continuit& plan
*.3.
Manage sta7s imme"iate concerns -"uring %usiness !ours.
4!en
4 !o
)roce"ure
Step
Ac Action
You will need to mana#e &our sta durin# an emer#enc& to ensure the& are sae, 4ept inormed and scheduled or wor4 or released to #o home.
!"T"N NA12 e# The 6epartment 1ana#ers%
!"T"N NA12% use the ollowin# procedures to mana#e sta ater the 2mer#enc& 2vacuation rocedures have been completed.
'
Note Note the the ph& ph&si sica call loc locat atio ion n o o all all sta sta - con coni irm rm who who was due to wor4 toda&, who is on leave, who is not accounted or.
*
2nsu 2nsure re that that sta sta are are con# con#re re#a #ate ted d in in a cen centr tral al loca locati tion on and have been #iven access to telephones to advise amil& the& are sae. Chec4 that ood ? bevera#es bevera#es have also been provided. 7iai 7iaise se with with the the !" !"T T" "N N NA1 NA12% 2% to to or#a or#ani nise se priv privat ate e counsellin# and transport when and where necessar&. end end home home thos those e sta sta who who are are not not reE reEui uire red d wit with h instructions when the& will be contacted to advise o an& chan#e and when)where to return to wor4. rov rovid ide e re# re#ul ular ar upda update tes s as as adv advis ised ed b& the the ;C1 ;C1.. =us =use e sta call tree in section (.'>
3 9 5
4!o6 complete"
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!"r#anisation name% business continuit& plan
*.+.
2etting sta kno1 a%out t!e emergency -outsi"e normal %usiness !ours.
There is a call tree that determines who calls who in an emer#enc& – see (.'. This tree shows the irst contact point and all the contact points ater that. 4!en
4 !o
mmediatel& ater &ou have receive a call rom the C" or !"T"N NA12 – e# National 1ana#er%
C" to contact the !"T"N NA12 – probabl& senior mana#ers%. !"T"N NA12% to contact team members
)roce"ure
Step
Ac Action
'
Ta4e all all rele releva vant nt deta detail ils s rom rom the the call caller er what has happenedH is there access to the buildin#H who &ou need to contact and what inormation to rela&H
*
Chec Chec4 4 the the call call tree tree to ind ind out out who whom m &ou &ou need need to contact. =use ta call tree on pa#e *+> *+> 1a4e 1a4e a lilist or or eac each h per perso son n tha thatt inc inclludes udes which sta &ou want at the business recover& oice and sta &ou want on stand-b& at home what the& must do their intended role =i the& don$t alread& 4now> &our contact number ) details or them in case the& encounter an& problems in carr&in# out what &ou have as4ed 1a4e 1a4e the the cal calls ls - pas passi sin# n# on ino inorm rmat atio ion n pre prepa pare red d above =use ta =use ta call tree in tree in section (.'>
3
4!o6 complete"
•
• • •
9
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!"r#anisation name% business continuit& plan
*.+.
2etting sta kno1 a%out t!e emergency -outsi"e normal %usiness !ours.
There is a call tree that determines who calls who in an emer#enc& – see (.'. This tree shows the irst contact point and all the contact points ater that. 4!en
4 !o
mmediatel& ater &ou have receive a call rom the C" or !"T"N NA12 – e# National 1ana#er%
C" to contact the !"T"N NA12 – probabl& senior mana#ers%. !"T"N NA12% to contact team members
)roce"ure
Step
Ac Action
'
Ta4e all all rele releva vant nt deta detail ils s rom rom the the call caller er what has happenedH is there access to the buildin#H who &ou need to contact and what inormation to rela&H
*
Chec Chec4 4 the the call call tree tree to ind ind out out who whom m &ou &ou need need to contact. =use ta call tree on pa#e *+> *+> 1a4e 1a4e a lilist or or eac each h per perso son n tha thatt inc inclludes udes which sta &ou want at the business recover& oice and sta &ou want on stand-b& at home what the& must do their intended role =i the& don$t alread& 4now> &our contact number ) details or them in case the& encounter an& problems in carr&in# out what &ou have as4ed 1a4e 1a4e the the cal calls ls - pas passi sin# n# on ino inorm rmat atio ion n pre prepa pare red d above =use ta =use ta call tree in tree in section (.'>
3
4!o6 complete"
•
• • •
9
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a#e '9 o *8
!"r#anisation name% business continuit& plan
8# Business Business reco$ery reco$ery process process The business recovery process !ill be activated after the initial emergency response. 8ou should have a procedure for each heading belo!. Text Text in tables is an example. The processes listed belo! are for the business as a !hole. or specific )CT processes 2such as those for payroll, email, phones etc4, see *ection :.
8#'# 8#'#
Set Set up t!e t!e %usi %usine ness ss rec reco$ o$er ery y oi oice ce -te -temp mpor orar ary y o9s o9sit ite e loca locati tion on..
The !"/ANAT"N !"/ANAT"N NA12% ma& need to set up a business recover& oice as a temporar& place to carr& out business ollowin# an emer#enc& where access to the oice is restricted or lon#er than one wee4. 4!en
As soon ater the emer#enc& as possible, ollowin# instruction rom the ;C1
4 !o
)roce"ure
Step
Ac Action
;usiness ecover& "ice 1ana#er
Co-ordinate the settin# up o the ;usiness ecover& "ice with the !"T"N NA12 e# mana#ers% and sta
'
@or4 @or4 with with real real esta estate te comp compan anie ies s to to ren rentt tem tempo pora rar& r& oice space or all sta.
*
/ath /ather er the the sta sta memb member ers s ro rom m eac each h o o th the departments that will be settin# up in the business recover& oice. Chec Chec4 4 tha thatt res resou ourc rces es are are ava avail ilab able le or or use use b& the the departments and ma4e necessar& allowances i not all resources are available. @here reEuired arran#e or the purchase o items. Allo Alloca cate te reso resour urce ces s to to eac each h o o the the depa depart rtme ment nts. s. Assi#n desi#nated wor4 areas areas and stations or each department. 7abel each wor4station with the sta name. Co-o Co-ord rdin inat ate e the the sett settin in# # up up o o com compu pute terr eEu eEuip ipme ment nt and phones. revent an& saet& haIards haIards =e.#. trippin# on loose cablin#>. "bta "btain in cont contac actt num numbe bers rs or or eac each h dep depar artm tmen entt and and circulate to the Communication Contact. Co-o Co-ord rdin inat ate e the the orie orient ntat atio ion n o o sta sta to thei theirr new new environment.
3
9
5 + 8
4!o6 complete"
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a#e '5 o *8
!"r#anisation name% business continuit& plan
8# Business Business reco$ery reco$ery process process The business recovery process !ill be activated after the initial emergency response. 8ou should have a procedure for each heading belo!. Text Text in tables is an example. The processes listed belo! are for the business as a !hole. or specific )CT processes 2such as those for payroll, email, phones etc4, see *ection :.
8#'# 8#'#
Set Set up t!e t!e %usi %usine ness ss rec reco$ o$er ery y oi oice ce -te -temp mpor orar ary y o9s o9sit ite e loca locati tion on..
The !"/ANAT"N !"/ANAT"N NA12% ma& need to set up a business recover& oice as a temporar& place to carr& out business ollowin# an emer#enc& where access to the oice is restricted or lon#er than one wee4. 4!en
As soon ater the emer#enc& as possible, ollowin# instruction rom the ;C1
4 !o
)roce"ure
Step
Ac Action
;usiness ecover& "ice 1ana#er
Co-ordinate the settin# up o the ;usiness ecover& "ice with the !"T"N NA12 e# mana#ers% and sta
'
@or4 @or4 with with real real esta estate te comp compan anie ies s to to ren rentt tem tempo pora rar& r& oice space or all sta.
*
/ath /ather er the the sta sta memb member ers s ro rom m eac each h o o th the departments that will be settin# up in the business recover& oice. Chec Chec4 4 tha thatt res resou ourc rces es are are ava avail ilab able le or or use use b& the the departments and ma4e necessar& allowances i not all resources are available. @here reEuired arran#e or the purchase o items. Allo Alloca cate te reso resour urce ces s to to eac each h o o the the depa depart rtme ment nts. s. Assi#n desi#nated wor4 areas areas and stations or each department. 7abel each wor4station with the sta name. Co-o Co-ord rdin inat ate e the the sett settin in# # up up o o com compu pute terr eEu eEuip ipme ment nt and phones. revent an& saet& haIards haIards =e.#. trippin# on loose cablin#>. "bta "btain in cont contac actt num numbe bers rs or or eac each h dep depar artm tmen entt and and circulate to the Communication Contact. Co-o Co-ord rdin inat ate e the the orie orient ntat atio ion n o o sta sta to thei theirr new new environment.
3
9
5 + 8
4!o6 complete"
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a#e '5 o *8
!"r#anisation name% business continuit& plan
8#(# 8#(#
0omm 0ommun unic icat atio ion n pri prior orit itie ies s an" an" proc proces esse ses s
Communication is essential to business recovery. recovery. )t ensures that= the status and progress is reported through to the BC+ and Business %ecovery $ffice +anager the stakeholders are kept informed of the progress in resuming business operations #$%&'()*'T)$( #$%&'()*'T)$( ('+- staff are kept informed of the progress in resuming business operations via their managers. Think about !ho needs to communicate !hat and !hen, and fill in the table belo!. Text Text is 3ust an example.
• • •
4!en
mmediatel&
4 !o
The Communication Contact ole
)roce"ure
Step
Ac Action
'
ece eceiv ive e con coni irm rmat atio ion n o o the the busi busine ness ss reco recove ver& r& location and #o directl& to the location. rov rovid ide e re#u re#ula larr reco recove ver& r& sta statu tus s ino inorm rmat atio ion n to C" C",, particularl& what !"/ANAT"N NA12% services are available and where, and those services not available and an anticipated recover& time.
*
4!o6 complete"
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a#e '+ o *8
!"r#anisation name% business continuit& plan
8#(# 8#(#
0omm 0ommun unic icat atio ion n pri prior orit itie ies s an" an" proc proces esse ses s
Communication is essential to business recovery. recovery. )t ensures that= the status and progress is reported through to the BC+ and Business %ecovery $ffice +anager the stakeholders are kept informed of the progress in resuming business operations #$%&'()*'T)$( #$%&'()*'T)$( ('+- staff are kept informed of the progress in resuming business operations via their managers. Think about !ho needs to communicate !hat and !hen, and fill in the table belo!. Text Text is 3ust an example.
• • •
4!en
mmediatel&
4 !o
)roce"ure
The Communication Contact ole
Step
Ac Action
'
ece eceiv ive e con coni irm rmat atio ion n o o the the busi busine ness ss reco recove ver& r& location and #o directl& to the location. rov rovid ide e re#u re#ula larr reco recove ver& r& sta statu tus s ino inorm rmat atio ion n to C" C",, particularl& what !"/ANAT"N NA12% services are available and where, and those services not available and an anticipated recover& time.
*
4!o6 complete"
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a#e '+ o *8
!"r#anisation name% business continuit& plan
Communication Priorities and Processes 2continued from previous page4
"ne da& later
3
"ne da& later
9
As reEuired
5
et up the alternative phone lin4s or !"/ANAT"N !"/ANAT"N NA12% and have a sta member stain# the phone or ensure all callers receive a recorded messa#e advisin# that the oice is closed and anticipated reopenin#. Contact maor eBternal sta4eholders and or#anisations to establish communication. Jandle calls rom sta4eholders, sta4eholders, and media as received.
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a#e '8 o *8
!"r#anisation name% business continuit& plan
Communication Priorities and Processes 2continued from previous page4
"ne da& later
3
"ne da& later
9
As reEuired
5
et up the alternative phone lin4s or !"/ANAT"N !"/ANAT"N NA12% and have a sta member stain# the phone or ensure all callers receive a recorded messa#e advisin# that the oice is closed and anticipated reopenin#. Contact maor eBternal sta4eholders and or#anisations to establish communication. Jandle calls rom sta4eholders, sta4eholders, and media as received.
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a#e '8 o *8
!"r#anisation name% business continuit& plan
8#* 8#*#
Rein einstat state e ser$ ser$ic ices es at t!e t!e oi oic ce
"hen you can return to the office, you’ll need to set everything up again. 1etermine !ho !ill have responsibility for !hat, and !hen, and fill in the table belo! 2text provided is an example4. 4!en
4 !o
"nce access and services at the oice are available
;C1
)roce"ure
Step
Ac Action
'
2nsure all insurance needs have been covered
*
2nsu 2nsure re that that the the usa usabi bili lit& t& o the the o oic ice e wil willl sti still ll meet meet the the needs o the !"/ANAT"N !"/ANAT"N NA12%. Asse Assess ss the the tec techn hnol olo# o#& & reE reEui uire reme ment nts s to to rei reins nsta tate te services at the oice. Asse Assess ss urn urnit itur ure e and and iBt iBtur ure e need needs s or or the the reinstatement o services in the oice 2nsu 2nsure re all all hea healt lth h and and sae saet& t& reEu reEuir irem emen ents ts are are in in place. 2nsu 2nsure re all all #en #ener eral al oi oice ces s ser servi vice ces s are are in plac place. e. Arra Arran n#e or or st sta a to to ret retur urn n to to the the oi oic ce
3 9 5 + 8
4!o6 complete"
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a#e ': o *8
!"r#anisation name% business continuit& plan
8#* 8#*#
Rein einstat state e ser$ ser$ic ices es at t!e t!e oi oic ce
"hen you can return to the office, you’ll need to set everything up again. 1etermine !ho !ill have responsibility for !hat, and !hen, and fill in the table belo! 2text provided is an example4. 4!en
4 !o
"nce access and services at the oice are available
;C1
)roce"ure
Step
Ac Action
'
2nsure all insurance needs have been covered
*
2nsu 2nsure re that that the the usa usabi bili lit& t& o the the o oic ice e wil willl sti still ll meet meet the the needs o the !"/ANAT"N !"/ANAT"N NA12%. Asse Assess ss the the tec techn hnol olo# o#& & reE reEui uire reme ment nts s to to rei reins nsta tate te services at the oice. Asse Assess ss urn urnit itur ure e and and iBt iBtur ure e need needs s or or the the reinstatement o services in the oice 2nsu 2nsure re all all hea healt lth h and and sae saet& t& reEu reEuir irem emen ents ts are are in in place. 2nsu 2nsure re all all #en #ener eral al oi oice ces s ser servi vice ces s are are in plac place. e. Arra Arran n#e or or st sta a to to ret retur urn n to to the the oi oic ce
3 9 5 + 8
4!o6 complete"
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a#e ': o *8
!"r#anisation name% business continuit& plan
:# Business Business continuity continuity plans or I0T I0T "hich )CT capabilities are vital to your organisation/ 8ou should have already listed these in section >.?.@. "hat could happen to them during a disaster, and !hat !ould you do if they !ere lost in the short9 or long9term/ Think about !hat constitutes a short9 and long9term outage for your organisation. ill in text for each of the sections relevant to your organisation. 'dd ne! tables for any important applications not covered her – those belo! are 3ust examples.
,.1. 0ore %usiness unctions )ayroll
,.2. 0ore %usiness unctions
-a'ro)) 0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
No access to buildin# Arran#e with the the the ? no access a&roll !HHH ;an4% to s&stem. process the same pa&ments as the previous pa& run. Access to buildin# buildin# Arran#e with the the the but no access to !HHH ;an4% to a&roll s&stem process the same pa&ments as the previous pa& run.
2ong term -More t!an [TIME,RAME].
Technolo#& Advisor to arran#e or a&roll sotware ? bac4ups to be installed on a standalone C. Technolo#& Advisor to arran#e or a&roll sotware ? bac4ups to be installed on an alternative C.
#mai) 0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
2ong term -More t!an [TIME,RAME].
!"r#anisation name% business continuit& plan
:# Business Business continuity continuity plans or I0T I0T "hich )CT capabilities are vital to your organisation/ 8ou should have already listed these in section >.?.@. "hat could happen to them during a disaster, and !hat !ould you do if they !ere lost in the short9 or long9term/ Think about !hat constitutes a short9 and long9term outage for your organisation. ill in text for each of the sections relevant to your organisation. 'dd ne! tables for any important applications not covered her – those belo! are 3ust examples.
,.1.
-a'ro))
0ore %usiness unctions )ayroll
,.2.
0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
No access to buildin# Arran#e with the the the ? no access a&roll !HHH ;an4% to s&stem. process the same pa&ments as the previous pa& run. Access to buildin# buildin# Arran#e with the the the but no access to !HHH ;an4% to a&roll s&stem process the same pa&ments as the previous pa& run.
2ong term -More t!an [TIME,RAME].
Technolo#& Advisor to arran#e or a&roll sotware ? bac4ups to be installed on a standalone C. Technolo#& Advisor to arran#e or a&roll sotware ? bac4ups to be installed on an alternative C.
#mai)
0ore %usiness unctions De)iver' of emai)
0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
No access to buildin# Technolo#& Technolo#& Advisor Advis or and 2Bchan#e server will advise down =ActriB>. Accounts will be setup or accessin# email via webmail i the outa#e is eBtended.
2ong term -More t!an [TIME,RAME].
Collect bac4up tapes rom o site stora#e. urchase)borrow urchase)borrow server and rebuild.
=Ater 5 da&s o holdin# email, ActriB return email to sender.> =6omain Control services on 2Bchna#e server automatical& ta4en over b& ;6C on the Terminal erver> Kse laptops and Cs at home to access webmail accounts.
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a#e '( o *8
!"r#anisation name% business continuit& plan
De)iver' of emai)
Access to buildin# buildin# but 2Bchan#e server down
Technolo#& Technolo#& Advisor Advis or will advise =ActriB>. Accounts will be setup or accessin# email via webmail i the outa#e is eBtended.
De)iver' of emai)
De)iver' of emai)
No access to buildin# Technolo#& Technolo#& Advisor Advis or and irewall down will advise -2mail, N and =ActriB>. nternet access unavailable Accounts will be setup or accessin# email via webmail i the outa#e is eBtended.
Access to buildin# buildin# but irewall down -2mail, N and nternet access unavailable
Kse laptops and Cs at home to access webmail accounts. Technolo#& Technolo#& Advisor Advis or will contact T suppliers to install a temporar& replacement replacement irewall.
Collect bac4up tapes rom o site stora#e. 1a& choose to L"M email direct to laptops and Cs i dela&s #ettin# replacement replacement server runnin#. epair eBistin# or purchase new server and rebuild. irewall destro&ed, purchase and set up new irewall. The implementation o the new irewall will have to wait until access to the buildin# has been restored.
epair eBistin# or purchase new irewall and rebuild.
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a#e *0 o *8
!"r#anisation name% business continuit& plan
,.3. ,.3.
etw etwor ork k (i (inc) nc)udi uding fi) fi)e / pr priint& nt& / rem remote ote acce acces ss
0ore %usiness unctions #mai)0 accounting0 accounting0 [%0 C)ientwhnau management / genera) 4usiness app)ications
Accounting0 Accounting0 [%0 C)ientwhnau management / genera) 4usiness app)ications
Accounting0 Accounting0 [%0 C)ientwhnau management / genera) 4usiness app)ications
0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
2ong term -More t!an [TIME,RAME].
No access to buildin# but servers operatin#.
Technolo#& Technolo#& Advisor Advis or to contact all T suppliers. T provide support remotel&.
@or4 osite.
No access to buildin# and Terminal erver not runnin#. There will be no access to shared drives, print services or !pecialist ? inancial s&stem%) !pecialist application%.
Access to buildin# buildin# but Terminal erver not runnin#. There will be no access to shared drives, print services or !pecialist ? inancial s&stem%) !pecialist application%.
T assist sta to access networ4 remotel&. Technolo#& Technolo#& Advisor Advis or to contact all T suppliers. T provide support remotel&. the server cannot be iBed remotel& there is no access to shared drives, print services or !pecialist ? inancial s&stem%)!pecialist application%. Technolo#& Technolo#& Advisor Advis or to contact T suppliers to attempt repair o server Kntil the server can be iBed or replaced, coni#ure the standb& server =!server name%> to run terminal services =#ives access to !pecialist ? inancial s&stem%)!pecialist application%>, application%>, printin# ? bac4ups. 7imited shared drives ma& be made available.
Temporar& T s&stems will be arran#ed at business recover& oice i necessar&. The implementation or repair o the Terminal erver will have to wait until access to the buildin# has been restored. all servers are runnin# eBcept the Terminal erver, at some sta#e a decision ma& be made to purchase ? setup all the services at the business recover& oice. the Terminal erver is unrepairable, purchase a new server. mplement the new)repaired Terminal erver.
T assist sta to access the new coni#uration.
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a#e *' o *8
!"r#anisation name% business continuit& plan
,.+. 0ore %usiness unctions -hone ca))s
-hones 5 )and)ines 0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
2ong term -More t!an [TIME,RAME].
No access to buildin# and phone s&stem down
Contact telco and phone s&stem suppliers
phone s&stem is unrepairable, purchase a new s&stem.
hone s&stem suppliers to attempt remote repair but unli4el& as phone s&stem must be runnin# or remote access to wor4.
The implementation or repair o the phone s&stem will have to wait until access to the buildin# has been restored.
Access to buildin# buildin# but phone s&stem down
Arran#e or the telco to setup diversions o main number =includes all 66s> to a mobile phone or to a landline in the business recover& oice Contact telco and phone s&stem suppliers hone s&stem suppliers to attempt repair.
Arran#e or telco to remove the phone diversions
phone s&stem is unrepairable, purchase a new s&stem. mplement the new)repaired phone s&stem.
n the meantime, Arran#e or telco to calls will remove the phone automaticall& automaticall& divert diversions to the red emer#enc& analo#ue phone at reception. nstall a temporar& phone s&stem
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a#e ** o *8
!"r#anisation name% business continuit& plan
,.*. 0ore %usiness unctions -hone ca))s
-hones 5 mo4i)e 0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
2ong term -More t!an [TIME,RAME].
No access to buildin# and mobile phones not wor4in#
Contact mobile telco to access eBtent o issue
Contact telco to access eBtent o issue
Access to buildin# buildin# but mobile phones not wor4in#
Arran#e or the mobile telco to setup diversions o the mobile numbers to business recover& oice or to sta home phones i this is possible Contact telco to access eBtent o issue Arran#e or the mobile telco to setup diversions o the mobile numbers to business recover& oice or to sta home phones i this is possible
Arran#e or mobile mobile telco to remove the diversions
Contact telco to access eBtent o issue Arran#e or mobile mobile telco to remove the diversions
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a#e *3 o *8
!"r#anisation name% business continuit& plan
,.6. ,.6.
[7pe [7peci cia) a)iist ap app)i p)icati cation on%% and and accou ccoun ntin ting s' s'stem stems s
0ore %usiness unctions Accounting0 Accounting0 [%0 C)ientwhnau management
0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
2ong term -More t!an [TIME,RAME].
No access to the buildin# and !pecialist ? inancial s&stem%)!pecialist application% application% not wor4in#
Technolo#& Technolo#& Advisor Advis or to contact T suppliers =!names o suppl& or#s%>.
O7 server is unrepairable, purchase a new server.
Access to the buildin#, but !pecialist ? inancial s&stem%)!pecialist application% application% not wor4in#
,.,. 0ore %usiness unctions 8e4site
T suppliers to attempt remote repair o O7 server.
Technolo#& Technolo#& Advisor Advis or to contact T suppliers to attempt repair o O7 erver
Collect bac4up tapes rom o site stora#e. The repair o the O7 erver will have to wait until access to the buildin# has been restored or !pecialist ? inancial s&stem%) !pecialist application% application% will be implemented on a new)borrowed new)borrowed server in the business recover& oice. O7 server is unrepairable, purchase a new server. mplement !pecialist ? inancial s&stem%) !pecialist application% on the new)repaired O7 erver.
8e4site 0!aracteristics o interruption
S!ort term -;p to [TIME,RAME].
2ong term -More t!an [TIME,RAME].
@ebs @ebsit ite e not not wor wor4i 4in# n#
Techno chnolo lo#& #& Advis dvisor or to contact website suppliers =!names o suppl& or#s%>.
website is unrepairable, unrepairable, wor4 with current or new suppliers to recreate website rom bac4ups or redevelop
@ebsite suppliers to attempt repair o website.
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a#e *9 o *8
!"r#anisation name% business continuit& plan
<# Emerge Emergency ncy "elegati "elegations ons list list ill in figures in the table belo! – adapt positions to suit your organisation.
6ele#ations will be sou#ht to ensure emer#enc& eBpenditure can be approved b& )osition
2e$el o Aut!ority
!" !"T"N T TT72 e# e# C2 C2"% !"T"N TT72 e# Accountant% !"T"N TT72% !"T"N TT72%
P!QQ,QQ ,QQQ% P!QQ,QQQ% P!QQ,QQQ% P!QQ,QQQ%
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a#e *5 o *8
!"r#anisation name% business continuit& plan
=# 0onta 0ontact ct lis lists ts 9.1.
7taff ca)) tree
The flo! chart belo! describes !ho is responsible for calling !ho, in the event of an emergency and to keep in contact !ith staff. *omeone should hold each of the positions in the left9hand boxes7 the other boxes should be filled in to suit your organisation, making sure all staff are accounted for.
R ;usiness ecover& "ice 1ana#er R Technolo#& advisor R Communication Contact ole
;C1 =;usiness Continuit& 1ana#er>
!"T"N TT72 e# C2"%
!"T"N TT72 e# 6eput& C2"%
!"T"N TT72%
!HHH%
!"T"N TT72% Dor eBample Consultant - 1ar4etin# ? Comms Consultant – T An& other !"/ANAT !"/ANAT"N "N NA12% consultants
!"T"N TT72%
!"T"N TT72% C" =Chie eview "icer>
!"T"N TT72%
!"T"N TT72%
!"T"N TT72%
!"T"N TT72%
!"T"N TT72%
This document is published under a Creative Commons Attribution – Non-commercial licence 3.0 New Zealand. You can share and adapt it, but not or commercial purposes. The ull licence is here here.. 30''9985+
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!"r#anisation name% business continuit& plan
9.2. 9.2.
7taf 7tafff0 sup supp) p)ie ierr0 and and sta stake keho ho))der der con conta tact ct )ists ists
8ou should keep lists of everyone you !ill need to contact in an emergency, including staff, suppliers, stakeholders and clients. They may be stored in a spreadsheet 2as suggested belo!4 or some other !ay. %ecord here !here the lists !ill be kept, and attach copies of the list to this document. ' shared drive accessible remotely – particularly if the information information is stored 0in the Cloud’ – is ideal. 8ou should have a regular process of distributing the list or reminding others !here it’s stored 2eg emailing it around, as suggested belo!4. 'n example of ho! you could could record record this information information is given belo!. belo!. pdate it !ith your o!n system.
The sta, supplier, client and sta4eholder contact lists will be maintained b& the eceptionist and 2Becutive 1ana#er. The contact lists are 4ept in a sin#le spreadsheet on the drive, in the ollowin# location S2C2T"NSContact S2C2T"NSContact 7ists The ile is called Contact 6etails.Bls •
•
The spreadsheet has our sheets '. ta *. uppliers 3. Clients 9. ta4 ta4e ehold holder ers s 2ver& two months, at the be#innin# o the month, the eceptionist will email the spreadsheet to all sta and !"/ANAT"N NA12% consultants to both their !"/ANAT"N NA12% and personal email addresses.
T!e our contact lists are pu%lis!e" in t!is plan as t!e last pages#
This document is published under a Creative Commons Attribution – Non-commercial licence 3.0 New Zealand. You can share and adapt it, but not or commercial purposes. The ull licence is here here.. 30''9985+
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