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Business Continuity
&
Disaster Recovery Plan

Version: 1.0
Date: 9/1/2025
 

1. Overview

Exel Solutions (“Exel”) is a small professional services and software vendor (2–7 personnel) providing ServiceNow application development and implementation services. Exel does not host or process Customer Confidential Information; all data remains within the Customer's ServiceNow instance.

This plan outlines continuity measures to ensure Exel can meet contractual obligations in the event of disruption.

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2. Objectives

  • Ensure continuity of professional services delivery during unforeseen events.

  • Protect Exel intellectual property (software code, documentation).

  • Minimize service disruption through redundancy and cross-coverage.

  • Communicate promptly with Customer regarding any significant disruption.

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3. Scope

This plan covers:

  • Personnel availability and redundancy

  • Technology and source code repositories

  • Communication and collaboration tools

  • Office/remote work disruptions

It does not cover Customer's ServiceNow platform, as that environment is fully managed by ServiceNow under its own continuity and DR obligations.

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4. Key Roles & Responsibilities

  • Managing Partner (Jacob Andersen) – overall responsibility for BCP activation, customer communications.

  • Project Leads / Consultants – ensure project documentation is current and code is committed.

  • All Personnel – maintain ability to work remotely and follow backup/continuity procedures.

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5. Continuity Strategies

5.1 Personnel Redundancy

  • At least two individuals trained on each critical workstream.

  • If a key team member is unavailable, another team member is assigned within 24 hours.

  • Contract resources available for surge or backfill capacity.

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5.2 Technology & Data Protection

  • Source code stored in version-controlled GitHub repositories (backed up daily).

  • Project documentation stored in cloud-based tools (e.g., Confluence, SharePoint, Google Workspace).

  • All employees use encrypted laptops with secure VPN access.

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5.3 Facilities & Remote Work

  • All staff are remote-capable; loss of any single location does not stop operations.

  • Redundant internet and device access for core personnel.

  • Cloud-based collaboration (Teams/Slack, Zoom, email) enables work continuity.

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5.4 Vendor Dependencies

  • ServiceNow provides hosting, backup, and DR for the Enterprise Investigations application.

  • Exel monitors ServiceNow status and aligns continuity measures with their published SLAs.

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6. Incident Response Process

  1. Identify disruption (illness, outage, disaster).

  2. Assess impact to services or deliverables.

  3. Communicate to Customer primary contact within 24 hours if SLA impact is expected.

  4. Activate backup resources or contractors as required.

  5. Document event and lessons learned after restoration.

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7. Testing & Review

  • Plan reviewed annually by Exel leadership.

  • Informal tabletop test conducted once per year (simulate key-person unavailability).

  • Updates documented and redistributed to personnel.

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8. Contact Information

  • Primary Contact: Jacob Andersen (Managing Partner)

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