Intrro uses properly-provisioned, redundant infrastructure with multiple load balancers, web servers, and replicant databases in case of failure.
We have continuous monitoring, logging, and alerting in place that will automatically escalate any issues to dedicated on-call engineering 24 hours a day, 7 days a week, 365 days a year.
All updates regarding system uptime and status are posted to our status page. You can subscribe to be notified of updates affecting the status and uptime of the Intrro service. Historical uptime and previous incidents can be viewed on this status page.
From time to time, Intrro may undertake routine scheduled maintenance to perform required upgrades to the Intrro service.
Scheduled maintenance is infrequent and we will provide at least 5 days notice before undertaking any scheduled maintenance. Scheduled maintenance notices are made available on our status page where you can subscribe to be notified of upcoming maintenance.
To minimize the affect of downtime during scheduled maintenance, we aim to perform maintenance during timeframes that are least likely to affect most customers.
Our window for scheduled maintenance is from Sunday midnight GMT to Sunday 3am GMT.
Intrro has a structured business continuity plan in place in the event of vendor and service outages that could affect business operations.
This this plan identifies:
Intrro has a structured disaster recovery plan that establishes procedures to recover service operations from a disruption resulting from a disaster. The types of disasters contemplated by this plan include natural disasters, political disturbances, man-man disasters, external human threats, and internal malicious activities.
From a disaster recovery perspective, Intrro defines two categories of systems:
These are all systems not considered critical by the definition below. These systems, while they may affect the performance and overall security of critical systems, do not prevent critical systems from functioning and being accessed appropriately. Non-critical systems are restored at a lower priority than critical systems.
These systems host application servers and database servers or are required for the functioning of systems that host application servers and database servers. These systems, if unavailable, affect the integrity of data and must be restored, or have a process begun to restore them, immediately upon becoming unavailable.
Intrro aims for zero data loss and high availability, however we also understand that systems can go wrong and that such targets usually unattainable or highly expensive. As a part of our business continuity plan, we set recovery time objectives (RTO) and recovery point objectives (RPO) that aim to strike a balance between cost and benefit.
RTO is the amount of time it takes to restore Intrro during a period of unavailability. While we aim to keep this period of time as minimal as possible, there might be anticipated scenarios where it may take longer that expected. As a result, we advise a RTO within than 48 hours of failure.
RPO is the amount of time that an organisation accepts it may lose in a recovery operation. At Intrro, we perform full database backups every 24 hours and we also keep the database transaction logs. This means in an ideal scenario we can restore our database to within minutes of when service is interrupted, resulting in minimal data loss if any. Failing that, we expect to be able to restore to a full database backup. As a result, we revise a RPO of 24 hours.
Intrro performs coordinated testing and rehearsals of the disaster recovery plan annually. This includes a retrospective and tabletop reenactment in order to identify lessons learned and improvements to playbooks and operating procedures.
Intrro has a documented backup policy that describes how often backups occur, backup storage, and maintenance.
All data is backed up utilizing Amazon Web Services (AWS) Relation Database Service (RDS) backup solution. RDS data is automatically backed up daily, and backups and stored for 30 days. RDS backups are encrypted at rest.
All files are stored utilizing Amazon Simple Storage Service (S3) are backed up daily. All S3 backups are stored for 30 days. S3 backups are encrypted at rest.
The backup period for different types of logging is described in our Logging and monitoring documentation.
Can my organization request to modify the DPA?
We are unable to accept modifications to our DPA.
Have you adopted the new Standard Contractual Clauses?
Yes. In light of the new Standard Contractual Clauses adopted and approved by the European Commission, we have updated out DPA to incorporate the SCCs. You can learn more at New SCCs & the GDPR.
Contact our support team with any specific requests on questions, and you can expect us to reach back to you within 24 hours!