Summary
- SupportWise production infrastructure and primary database are hosted in Australia.
- Automated nightly disaster-recovery backups are taken and stored in a physically separate data centre in Australia using Microsoft Azure (Australia East) to provide an off-provider recovery copy independent from the primary AWS production environment.
- Backups include the application database, schema, application data and authentication database information required to support recovery.
- Backup integrity is validated using cryptographic checksums.
- Access to the backup environment uses least-privilege managed identities and role-based access controls (RBAC).
- Backup storage is private; data is encrypted at rest and in transit.
- SupportWise has performed successful disaster-recovery restoration tests into a fresh environment, demonstrating that the independent backup can be used to reconstruct the application database.
- SupportWise also maintains provider-native backup protections as an additional recovery layer.
- Disaster recovery is one part of SupportWise’s resilience strategy; separate operational and business-continuity capabilities may be used to maintain access during temporary upstream outages.
Recovery objectives and schedule
- Current target Recovery Point Objective (RPO): approximately 24 hours (based on nightly backups).
- Backups are initiated once per day at 16:00 UTC, which corresponds to overnight hours across Australia to minimise operational impact.
Local backup times (by state/territory)
In summary, automated backups are performed nightly between approximately midnight and 3:00 am local time across Australian time zones.
Retention
- Daily backups are retained for 30 days, providing a recovery point for each day across the previous month.
- In addition, one monthly recovery point is retained for 12 months, providing longer term protection.