Business Continuity and Disaster Recovery Plan

Purpose and invocation

This public plan summarises how Papillon maintains critical delivery during technology failure, cyber incident, supplier outage, loss of premises or equipment, severe weather, utility disruption, staff unavailability or another operational emergency. The Managing Director or delegated senior lead may invoke the plan and coordinate priorities, records and communications.

Recovery priorities

• Client contact and urgent booking triage: target recovery within one hour, using secondary email or telephone and a manual triage log.
• OPI/VRI or digital-platform access: target recovery within one hour where the platform permits, using secondary routing or telephone fallback.
• Secure document receipt and transfer: target recovery within four hours, with a four-hour recovery-point objective and an approved alternative encrypted route.
• Translator and reviewer allocation: target recovery within four hours, with a four-hour recovery-point objective, manual allocation records and a pre-approved reserve pool.
• Incident communication: initial client situation report within two hours of invocation, followed by an agreed update cadence.

Resilience and recovery controls

• MFA and role-based access where supported, endpoint protection, patching and secure configuration.
• Backups and restoration checks for critical information, with evidence preserved during cyber investigation.
• Dual-channel client communication and supplier escalation for cloud, telephony, payment and platform services.
• Containment, impact assessment, recovery, root-cause analysis and corrective action following incidents.
• Priority for urgent health, safeguarding and statutory work, agreed transparently with affected clients.

Testing and review

Papillon conducts periodic desktop exercises and failover checks. Lessons and corrective actions are recorded and tracked to closure. The plan is reviewed annually and after a major incident, failed test, material supplier change or significant service change.