Illustrative continuity plan excerpt; organization-specific requirements still need local review.
Maintain priority customer support and payment-refund processing during disruption to the primary office or internet connection.
Activation
Operations Director or deputy may activate the plan when the office is inaccessible for more than two hours or primary connectivity is unavailable with no confirmed restoration inside the same window.
Priority activities
1. Urgent customer support. 2. Refund approvals. Routine reporting may pause for one business day.
Dependencies
Cloud helpdesk, identity provider, payment portal, staff laptops, mobile connectivity, and two trained refund approvers.
Continuity strategy
Remote work from pre-approved devices; mobile connectivity for the duty lead; redirect public support status to the hosted status page. If the payment portal is unavailable, queue approved refunds securely and process after restoration rather than using an unapproved method.
Return to normal
Duty lead confirms office/connectivity stability, reconciles queued work, retires temporary routing, and records lessons/actions.
Why it works: The plan prioritizes business activities and realistic workarounds while linking technical recovery rather than pretending continuity is only IT restoration.