Firstsource has a robust disaster recovery plan that guarantees round-the-clock operational support to our clients. Continuity plans are an integral part of our business strategy and are built in to all our services offerings.

Firstsource’s business continuity strategy includes:

• Ready availability of resources and services essential for maintaining business continuity for client operations
• Compliance with ISO 27001 and ISO 20000 frameworks ensures our commitment to quality in service delivery
• Crisis Management Organisation (CMO) structure for rapid and flexible responses
• Well defined processes for handling denial of premises (DoP) loss of essential/support services, equipment/link failure and manpower unavailability

Firstsource has a flexible three-tier Business Continuity Planning (BCP) architecture which provides the ability to scale and customize plans as required. All global delivery centers have BCPs tailored to their individual risk assessments.

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Center BCP helps mitigate the risks related to power failure, HVAC, private circuits, servers, internet links, hosts, cabling and network devices. The center BCP can handle all risks except those that may lead to Denial of Premises (DoP) or major link failures.

Enterprise BCP is meant for effectively handling DoP situations. This plan provides for sufficient bandwidth on all links to route traffic automatically to other locations in case of DoP or a multiple link failure.

Client BCP is a plan customized to individual client requirements. Firstsource develops and provides clients with a disaster recovery planner that presents options best suited to their needs. The client BCP plan also allows for simultaneous operations out of multiple centers during a DoP.

Firstsource has a dedicated BCP staff that regularly test BCP plans, conduct training and organize review meetings.