Clarity on AWS Environment Recovery Program

Included in our standard Rego services is the recovery of system functionality in the event of a disaster.

RECOVERY OF PRODUCTION ENVIRONMENTS:

On rare occasions, when a major failure is encountered in a PROD environment that cannot be remedied by Rego, a recovery operation may be initiated.

1. A full recovery for a PROD database due to a disaster or complete failure of Clarity may be initiated 24x7x365

2. A full recovery for a PROD database due to a failed upgrade may be rolled back

   1. Notification of a rollback by 17:00 UTC on Saturday via Sev1 ticket submission will be completed before 23:00 UTC on Sunday

   2. Notification of a rollback by 17:00 UTC on Sunday via Sev1 ticket submission will be completed before 23:00 UTC on Monday

3. A full recovery for a PROD database due to a customer-induced error may be initiated during weekday business hours.  These requests are subject to Rego’s approval and must come from an approver.

4. PROD environments may not be recovered during weekend maintenance windows

5. A full recovery for a PROD environment may take 10-30 hours from the time of the Sev1 ticket creation, depending on size and complexity of the restoration

REFRESHING LOWER ENVIRONMENTS:

Please refer to our article about our standard upgrade procedures.  Outside of planning Clarity application upgrades, the following considerations must be made regarding requests to refresh lower environments:

1. Replication of PROD to a NON-PROD environment may be scheduled to occur on weekdays with 5 business days of lead time

2. Replication of NON-PROD environments may not be executed during maintenance weekends

3. Refreshing lower environment is limited to testing or validation of significant releases or upgrades, typically a few times per year. Refreshes are not intended to be executed monthly as part of a business process.