Freshworks has a formal Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) defined and implemented to enable people and process support during any crisis or business interruptions. Appropriate roles and responsibilities have been defined and documented as part of the BC plan. Freshworks Information Security Office and respective Customer Manager will be responsible for communication and notification during a crisis.
The BCP and DR Plan is tested and reviewed on a yearly basis by Freshworks Information Security Officer and approved by the ISSC (Information Security Steering Committee). On a yearly basis, training on BCP and DRP requirements is provided to all relevant employees involved in the process. The BCP and DR plan of Freshworks is reviewed and audited as part of ISO 27001 standards and SOC 2 Type II covering availability as one of the trust service principles.
Freshworks guarantees 99.8% availability. We have a highly resilient and fault-tolerant architecture that is leveraged further from the disaster resilience provided by AWS.
AWS provides us with the flexibility to place instances and store data within multiple geographic regions as well as across multiple availability zones (AZ) within each region. Each AZ is designed as an independent failure zone. This means that AZ is physically separated within a typical metropolitan region and is located in lower-risk flood plains (specific flood zone categorization varies by Region). In addition to discrete uninterruptible power supply (UPS) and onsite backup generation facilities, they are each fed via different grids from independent utilities to further reduce single points of failure. Availability zones are all redundantly connected to multiple tier-1 transit providers.
Data centers are built in clusters in various global regions. All data centers are online and serving customers; no data center is “cold.” In case of failure, automated processes move customer data traffic away from the affected area. Core applications are deployed in an N+1 configuration so that in the event of a data center failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.
BCP & DR document for Freshworks and cloud infrastructure can be requested from the below link - https://www.freshworks.com/security/resources/
https://app.conveyor.com/vendors/freshworks
https://app.conveyor.com/vendors/freshworks
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