Business Continuity Planning.
Last updated September 15th, 2026
Introduction
This plan describes how SparkLayer prepares for and responds to events that could materially disrupt the operation of the business or the availability of the SparkLayer service.
It covers the people, systems, suppliers and operational processes required to maintain or restore critical services.
Objectives
During a significant disruption, our priorities are to:
- protect the safety of our people;
- maintain or restore critical customer-facing services;
- protect the confidentiality, integrity and availability of customer data;
- maintain essential customer support and communication;
- restore normal operations in a controlled manner; and
- capture and act on lessons from the event.
Leadership and responsibilities
Responsibility for coordinating a business continuity response is assigned according to the nature of the disruption. A designated incident or continuity lead coordinates the response, supported by relevant operational, technical and leadership personnel.
Escalation routes, key contacts and responsibilities are maintained internally so the response does not depend on any one individual being available.
Response and recovery
When a significant disruption occurs, we assess its scope, impact and likely duration before activating the appropriate continuity or recovery procedures.
Our arrangements include remote-working capability, resilient cloud infrastructure, backup and recovery processes, alternative communication methods, supplier escalation routes and cover for critical operational responsibilities.
Recovery priorities and internal recovery objectives are maintained for critical systems and services.
Customer communication
Where a disruption materially affects customers, we will provide appropriate updates through the channels available to us. Updates will focus on the known impact, the steps being taken and, where we can reasonably estimate it, expected recovery progress.
The frequency and channel of communication will depend on the severity and duration of the disruption.
Review and testing
This plan is reviewed periodically and following material changes to our systems or operating model. We also test relevant continuity and recovery procedures and use the results of exercises and real incidents to improve them.
Related documents
The backups and infrastructure this plan relies on are described in our Security Policy. How an individual incident is handled, and how to report one, is in our Incident Management Policy.
