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Randy Kreisel, MBA
Randy Kreisel, MBA
Innovative and proven Information Technology leader in cyber resiliency and disaster recovery architecture, planning and testing.
Published Jun 5, 2023
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Customers demand a high service level agreement (SLA) when they entrust their data to a SaaS solution. Providers have to be prepared to deliver solutions that are always on and always improving. The more resilient a provider is in the handling of unplanned events will directly impact the users trust while meeting customer expectations.
The costs of failing to be resilient, and having to recover, during an unplanned events are alarming in so many respects. The impact to customer satisfaction and trust and the providers pressure to restore quickly while protecting the brand. Post incident, the customer has to review their business continuity plans and the provider has to mitigate the risk.
The three R’s are Reliability, Resiliency and Recoverability and they are connected. Unplanned events that are not covered with reliability then become a resiliency event. Events that are not handled through resiliency can become a recovery event. ScienceDirect 2 paints the picture of this progression.
Defining the 3 Rs
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A Reliability event should be minimally perceivable, if at all, to the user. Reliability sets the baseline of a users satisfaction of our products and trust in our protection of their data.
Resiliency events should be carefully analyzed (root cause analysis) and determine how this event can be handled in the future through Reliability.
Recoverability capabilities must be proven and mature since it is not possible or feasible to protect against all hazards with Reliability and Resilience.
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