Customer Responsibilities for Backup, Recovery, and Availability

Context: This document outlines the responsibilities of customers who use our website platform to store personal information and documents. It supplements the Terms of Service and forms part of the Shared Responsibility Model between Popping Space (us) and the Customer (you).

1. Backup Responsibilities

Service Provider Responsibilities:

  • Maintain resilient infrastructure to minimize hardware and platform failures.
  • Implement regular system-level backups of core infrastructure to protect against catastrophic failures.
  • Provide secure data storage solutions with redundancy.

Customer Responsibilities:

  • Ensure that critical personal information and documents uploaded to the website are appropriately backed up outside of the platform (e.g., local backups, third-party cloud storage).
  • Periodically export data provided by the Popping platform's export or download tools.
  • Verify successful completion of exports or backups.
  • Retain copies of critical documents in accordance with your organization’s data retention policies, regulatory requirements, or personal needs.
  • Notify Popping Space promptly if any backup/export tools malfunction or are unavailable.

2. Recovery Responsibilities

Service Provider Responsibilities:

  • Maintain disaster recovery capabilities for the underlying infrastructure.
  • Restore platform availability in the event of major service outages, according to the published Recovery Time Objective (RTO) and Recovery Point Objective (RPO).
  • Provide technical support to assist with platform recovery processes.

Customer Responsibilities:

  • Maintain contingency plans to restore personal data from independent backups should a recovery process require customer-provided data.
  • Ensure that key personnel are trained in your organization’s recovery procedures.
  • Test and document your own recovery plans periodically to ensure readiness.

3. Availability Responsibilities

Service Provider Responsibilities:

  • Operate and monitor the platform to maintain uptime and availability in accordance with the published Service Level Agreement (SLA).
  • Provide notification of planned maintenance and communicate significant incidents impacting availability.
  • Maintain physical and logical security of the infrastructure.

Customer Responsibilities:

  • Monitor your account and data usage to ensure proper functioning of your services.
  • Design your workflows and document submission schedules to account for potential platform maintenance windows.
  • Stay informed of service announcements and platform status updates.
  • Maintain updated contact information for receiving incident or maintenance communications.

4. Security & Compliance

While not the primary focus of this document, customers are also responsible for:

  • Managing access controls to their accounts (e.g., strong passwords, MFA).
  • Ensuring uploaded documents comply with applicable laws and regulations.
  • Following security best practices when handling sensitive personal data.

Summary

This shared responsibility model ensures that both Popping Space and the Customer play critical roles in safeguarding data, maintaining availability, and ensuring recovery readiness. Customers are encouraged to maintain independent copies of critical data and design business processes with resilience in mind.