Service Resilience & Recovery Objectives
For the Canadian municipal cloud baseline: 99.9% monthly production availability, Recovery Time Objective (RTO) of 4 hours and Recovery Point Objective (RPO) of 1 hour, supported by encrypted backups, geographically separate Canadian recovery and at least annual recovery exercises.
Service objectives
| Measure | Baseline objective | Meaning |
|---|---|---|
| Monthly production availability | 99.9% | Measured under the applicable SLA and service-schedule rules. |
| Recovery Time Objective (RTO) | 4 hours | Target time to restore the production service following a declared disaster or major recovery event. |
| Recovery Point Objective (RPO) | 1 hour | Maximum targeted data-loss window for the production service following a declared recovery event. |
| Severity 1 acknowledgement | 15 minutes, 24x7 | Target acknowledgement for a production-critical incident under the managed support model. |
Resilience design baseline
- Automated encrypted backups with point-in-time recovery capability.
- For Canada-only municipal deployments, geographically separate recovery capability is maintained within approved Canadian regions, with production, backup and recovery data remaining in Canada.
- Monitoring across service health, integrations, queues, certificates, backup outcomes and security events.
- Documented recovery runbooks and controlled restoration/failover procedures.
- Periodic restore testing and at least annual disaster-recovery/recovery exercise with measured outcomes and tracked corrective actions.
How RTO and RPO are applied
RTO and RPO apply to a declared service-recovery scenario affecting the production platform. They are recovery objectives, not a promise that every individual support ticket or third-party integration issue will be resolved within the same period. Dependencies outside PCL One’s control—such as a customer identity provider, telecommunications provider or customer-managed integration endpoint—are coordinated through the incident process and documented in the service design.
Operational assurance records
| Evidence stream | What is recorded | Typical delivery |
|---|---|---|
| Service report | Availability, incidents, SLA attainment, changes and problem status | Monthly after service activation |
| Backup / restore | Backup success, material exceptions, restore-test result and corrective actions | At agreed operational cadence |
| Recovery exercise | Scenario, measured recovery time/data point, gaps, owners and closure actions | At least annually |
| Material incident report | Timeline, impact, containment, recovery and corrective/preventive actions | Following material incidents |
Applicability
This document states PCL One’s public assurance baseline. A customer agreement, service schedule, applicable law or regulator requirement may set additional or stricter obligations; those terms take precedence for the applicable service. Service-specific architecture, residency and retention settings are documented in the relevant service schedule.