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Article Disaster Recovery and Business Continuity Planning

Disaster Recovery and Business Continuity Planning

This document outlines FieldPulse's data protection architecture, backup procedures, and the organizational continuity measures that customers should understand when planning their own field service operations.

FieldPulse Infrastructure Resilience

FieldPulse is built on a multi-region cloud infrastructure with automated failover capabilities. The platform maintains:

  • Geographic redundancy: Production data is replicated across multiple availability zones within the primary region, with asynchronous replication to a secondary region for disaster recovery scenarios.
  • Automated backups: Database snapshots are captured every six hours, with transaction logs retained for point-in-time recovery within a 35-day window.
  • Recovery Time Objective (RTO): Target of 4 hours for full platform restoration in the event of a regional failure.
  • Recovery Point Objective (RPO): Maximum data loss of 15 minutes in unplanned failover scenarios.

Customer Responsibilities

While FieldPulse maintains platform-level continuity, customers are responsible for organizational continuity planning specific to their operations. Recommended actions include:

Data Export and Local Retention

Schedule regular exports of critical business data. See Exporting Data to CSV for manual export procedures. For automated data retrieval, review Using the FieldPulse API.

Mobile App Offline Preparedness

Ensure technicians understand offline functionality. The mobile app retains queued data during connectivity loss. Refer to Using FieldPulse Offline and Syncing Data When You Reconnect.

Alternative Communication Channels

Maintain secondary contact methods for dispatch coordination if primary systems are temporarily unavailable.

Communication During Service Disruptions

FieldPulse publishes system status at status.fieldpulse.com. Customers should subscribe to updates for real-time incident notifications.

For compliance documentation regarding SOC 2 Type II certification and data handling practices, contact your account representative or submit a request through the support portal.

Related Documentation

  • Data Retention and Export Settings
  • Audit Logs: Viewing Account Activity
  • Enabling Two-Factor Authentication

  • From an operational standpoint, the 4-hour RTO is acceptable for our use case, but the communication protocol needs more clarity. Who is notified when failover occurs — account owners, administrators, or all active users? We have 200+ technicians in the field; we need to know whether they receive direct notification or if that responsibility falls to our internal dispatch team.

    Also, has FieldPulse conducted a tabletop exercise with customers in the past 12 months? Practical validation matters more than documented targets.

  • Thank you for the clarification request. The RTO and RPO figures listed are architectural targets, not contractual SLAs. Guarantees are negotiated separately for enterprise agreements.

    You are correct regarding retention customization. Organizations with extended requirements should contact their account representative to discuss supplemental retention arrangements. I will flag this for documentation update.

  • It is worth noting that many enterprise customers will require specific RPO/RTO guarantees in contractual agreements. From a governance perspective, I would recommend that the documentation explicitly state whether these targets are contractual SLAs or architectural objectives. There is a meaningful distinction for audit purposes.

    Additionally, the 35-day retention window for transaction logs should be cross-referenced against industry-specific requirements. Healthcare field service organizations, for example, may have longer retention mandates under HIPAA that are not satisfied by the default platform configuration.