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Cloud Outage Incident Response Guidelines

last updated 14 November 2016

The Cloud Outage Incident Response (COIR) Guidelines continues Singapore’s strong commitment to Business Continuity Management and Disaster Recovery (DR) Plans by bringing clarity on how to respond to outages in the cloud.

Introduction 

The Cloud Outage Incident Response (COIR) Guidelines continues Singapore’s strong commitment to Business Continuity Management and Disaster Recovery (DR) Plans by bringing clarity on how to respond to outages in the cloud. This will strengthen transparency, trust and resilience of cloud service providers (CSPs) in a Smart Nation.

It builds upon previous standards around BCM and DR plans and form part of IMDA’s drive to ensure standards keep pace in the changing landscape of emerging technologies

Objective

The objective of COIR Guidelines is to provide a tiered framework for transparency in CSPs’ outage response for cloud users. Through these guidelines, cloud users would be able to choose the appropriate tier of outage protection to complement their own business continuity/IT DR capabilities.

Scope

The guidelines focus on cloud outage directly associated with operational mistakes, infrastructure or system failure and environmental issues (e.g. flooding, fire) but exclude cyber security, and malicious act. The guidelines are industry agnostic and primarily meant to serve the needs of all types cloud users. It is applicable to all types of cloud service models as well as cloud deployment models.

Adoption

Adoption of the COIR guidelines is entirely voluntary. However, CSPs are encouraged to publicly disclose the tiers supported, contracting and capability. Potentially, this will not only cut down the client engagement time and sales cycle, but also minimize or avoid future disputes with cloud users in managing cloud outage protection.

A Working Group will further enhance the COIR Guidelines into a Singapore Standard under the auspice of Singapore IT Standard Committee.

Enquiries

All enquiries regarding COIR Guidelines can be addressed to cloud@imda.gov.sg

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