1. Purpose and scope

This plan describes how Zebrold Private Limited keeps its critical services running, or restores them quickly, if the platform, an office, a supplier or the staff are affected by an outage, a cyber-attack, a disaster or any other disruption. Its first aim is that no patient comes to harm because a service has failed.

2. Critical services and recovery targets

The targets above are proposed and are confirmed by the directors.

3. Scenarios

• Failure of the platform, hosting or network.
• Cyber-attack or ransomware.
• Loss of the Frankfurt or Hyderabad office, or of staff, through fire, flood, illness or travel disruption.
• Failure of a key supplier, for example video, messaging, payment or the AI vendor.
• Loss of a large number of doctors at the same time.

4. Response

1. Declare. The incident lead (a director) declares an incident and calls the response team.
2. Protect patients. Tell doctors and patients what has happened. Doctors move urgent consultations to telephone. Patients with red-flag symptoms are told to seek emergency care. The medical lead lists patients in follow-up and ensures that they are contacted manually if Zebrold AI is down.
3. Restore. The technical lead restores services in the order of the table above, using backups and the secondary systems.
4. Communicate. Staff, doctors, centres, patients and, where required, authorities are informed promptly and honestly. Data incidents follow CYD-DP-05.
5. Recover and review. When services are normal, hold a review within two weeks and update this plan.

5. Preparation

• Backups are made every day, stored in a separate location and restored as a test every quarter.
• The contact list of staff, doctors, vendors and authorities is kept up to date and available offline.
• The plan is tested by an exercise at least once a year, and the results are recorded.

6. Contact list

7. Roles and responsibilities

8. Communication plan

9. Supplier dependencies

10. Testing schedule

11. Maintenance of the plan

The technical lead keeps this plan, the recovery targets and the contact lists up to date, and the directors review and approve it every year. Every exercise and incident is followed by a written review with actions, owners and dates.

12. Patient safety fallback rules

• Consultations with a possible emergency are moved to telephone first.
• Doctors send prescriptions in writing through a secure backup channel and keep a manual log that is entered into the platform when it is restored.
• Patients in the 12-day follow-up who are marked high risk are called first.
• Diagnostic centres release critical results by telephone to the doctor and record the call.

13. Recovery after the incident

When services are restored, the technical lead verifies the integrity of data and checks that no records were lost or changed, the medical lead reviews patients whose care may have been affected, the support team clears the backlog in order of risk, and the incident lead confirms in writing that normal operation has resumed. A review within two weeks records the causes, the cost, the lessons and the actions, which are added to the plan.

1. Purpose and scope

This plan describes how Zebrold Private Limited keeps its critical services running, or restores them quickly, if the platform, an office, a supplier or the staff are affected by an outage, a cyber-attack, a disaster or any other disruption. Its first aim is that no patient comes to harm because a service has failed.

2. Critical services and recovery targets

The targets above are proposed and are confirmed by the directors.

3. Scenarios

• Failure of the platform, hosting or network.
• Cyber-attack or ransomware.
• Loss of the Frankfurt or Hyderabad office, or of staff, through fire, flood, illness or travel disruption.
• Failure of a key supplier, for example video, messaging, payment or the AI vendor.
• Loss of a large number of doctors at the same time.

4. Response

1. Declare. The incident lead (a director) declares an incident and calls the response team.
2. Protect patients. Tell doctors and patients what has happened. Doctors move urgent consultations to telephone. Patients with red-flag symptoms are told to seek emergency care. The medical lead lists patients in follow-up and ensures that they are contacted manually if Zebrold AI is down.
3. Restore. The technical lead restores services in the order of the table above, using backups and the secondary systems.
4. Communicate. Staff, doctors, centres, patients and, where required, authorities are informed promptly and honestly. Data incidents follow CYD-DP-05.
5. Recover and review. When services are normal, hold a review within two weeks and update this plan.

5. Preparation

• Backups are made every day, stored in a separate location and restored as a test every quarter.
• The contact list of staff, doctors, vendors and authorities is kept up to date and available offline.
• The plan is tested by an exercise at least once a year, and the results are recorded.

6. Contact list

7. Roles and responsibilities

8. Communication plan

9. Supplier dependencies

10. Testing schedule

11. Maintenance of the plan

The technical lead keeps this plan, the recovery targets and the contact lists up to date, and the directors review and approve it every year. Every exercise and incident is followed by a written review with actions, owners and dates.

12. Patient safety fallback rules

• Consultations with a possible emergency are moved to telephone first.
• Doctors send prescriptions in writing through a secure backup channel and keep a manual log that is entered into the platform when it is restored.
• Patients in the 12-day follow-up who are marked high risk are called first.
• Diagnostic centres release critical results by telephone to the doctor and record the call.

13. Recovery after the incident

When services are restored, the technical lead verifies the integrity of data and checks that no records were lost or changed, the medical lead reviews patients whose care may have been affected, the support team clears the backlog in order of risk, and the incident lead confirms in writing that normal operation has resumed. A review within two weeks records the causes, the cost, the lessons and the actions, which are added to the plan.