Business Continuity Plan - Guideline

This article provides detailed information about TurnPoint's approach to identifying and managing the risks of potential incidents that may impact its system. This information has been designed to form part of client's Business Continuity Plans. If you have any questions about the contents of this article, please do not hesitate to reach out to our contact team on [e-mail]. 

Business continuity planning involves developing a practical plan for how your business can prepare for, and continue to operate after an incident or crisis. A business continuity plan will help you to:

• identify and prevent or reduce risks where possible
• prepare for risks that you can't control
• respond and recover if an incident or crisis occurs.

Preparing a business continuity plan will help your business recover more effectively if an incident does happen. This article provides a high level overview of the types of risks and their likelihoods. It  then follows to outline how TurnPoint seeks to mitigate these risks.

Step 1: Understand the risks

As a provider of critical enterprise software, TurnPoint Software acknowledges the role that we play in supporting the operations of our customers. While we are proud of our track record in the ongoing stability of our system, we acknowledge that there are inherent risks in the operation of any business. These include but are not limited to general IT threats such as:

• Hardware and software failure – such as power loss or data corruption
• Server outages - Interruptions to data servers that host our software solution
• Malware – malicious software designed to disrupt computer operation
• Viruses – computer code that can copy itself and spread from one computer to another, often disrupting computer operations
• Spam, scams and phishing – unsolicited email that seeks to fool people into revealing personal details or buying fraudulent goods
• Human error – incorrect data processing, careless data disposal, or accidental opening of infected email attachments

Here at TurnPoint we take a proactive approach to managing these risks to provide the best possible and high quality service for our clients.

Step 2: Mitigate the risk of an incident

The best way to minimise the occurrence of an incident is to mitigate the likelihood of the risk occurring in the first place. Here at TurnPoint, our team is constantly working on reducing the likelihood of any of the above mentioned risks eventuating. Some examples include but are not limited to:

1. Features such as multi-factor authentication:
   
   Users of the systems require multiple factor authentication to access their system to prevent any unvalidated access to the system. Speak to our team now to get this turned on.
   
   
2. System review:
   
   Our team consistently reviews our system and the underlying code to ensure quality of service and risk mitigation strategies are in place. From time to time, we will also conduct external reviews. 
   
   
3. Third-party provider reviews:
   
   We rely on third party providers, such as our data server provider for the operation of our software. We will review our Service Level Agreements with our suppliers and ensure they are meeting all requirements (ie data privacy, Health data requirements). 

Step 3: Recognise if an incident has occurred

If you believe that you may have been exposed to any of the risks outlined above, or any have any other concern about the TurnPoint Software system, there are a series of steps that you are able to take to confirm this:

1. Check our status page:
   
   Our status page will highlight the uptime of our system and will indicate if there are any issues or interruptions to the server. This can be found here and remains current:
   
   LINK: https://status.turnpointcare.com.au/
   
   
2. Phone or email customer support
   
   You can also connect with our customer support team via our 24/7 support line or customer support inbox and they will be able to assist you.
   
   Phone: [phone]
   Email: [e-mail]
   
   
3. Check your inbox
   
   Once we are made aware of any incident that impacts our customers, we will proactively communicate this with our customers via email and electronic direct message (EDM) where appropriate. You are able to subscribe to this email distribution list by registering using the following link:
   
   LINK: https://turnpointcare.us17.list-manage.com/subscribe?u=7ee1d6e36723b8424fbec8bc6&id=ab05036413

Step 4: Act where an incident has occurred:

Where an incident has occurred our team will work to 1) isolate the incident, 2) understand the cause of the risk and 3) address the cause as quickly as possible as we are committed to bringing our system operational as quickly as possible. In the event of an incident, we will take the following steps:

1. Notify clients that are impacted:
   
   In the event of an incident occurring, we will communicate with our customers directly to notify them of the incident, the implications and what actions they are required to take. This will ensure clarity and transparency for our clients. Where possible, we will seek to provide timeframes until a potential fix has been implemented. 
   
   
2. If appropriate, direct clients to back-up system:
   
   Subject to the type of incident, we will direct our clients to the back-up system. Every TurnPoint Assist customer will be able to access their back-up at any time and is included in their subscription. This back-up seeks to replicate main system every 5 minutes and will ensure that System Administrator users are able to access the latest rosters. 
   
   To access the back up system, navigate to the following link and log in using your normal details:
   
   LINK: https://backup.turnpointcare.com.au/
   
   
3. Remedy the incident:
   
   Our team will work to identify and remedy the incident as quickly as possible. We will work with providers if required to return the system to operational status as quickly as possible. We will be transparent throughout this process and communicate any updates as necessary.
   
   
4. Review and communicate
   
   Following the resolution of the incident, we will conduct a detailed debrief on the incident to ensure we put further risk mitigation strategies in place to minimise the risk of the incident reoccurring. These strategies will be communicated with our providers. 

We encourage you to take particular note of these steps and the link to the back-up system in the event that an incident does occur.

If you have any questions, please do not hesitate to reach out to our customer support team on [e-mail] and they will be more than happy to answer any questions that you may have.