Availability
99.9%, approximately 8.77 hours of downtime per year
Trust Centre
Business Continuity & Operational Resilience
Upstream BPO maintains 99.9% service availability, restores critical services within 4 hours of a major disruption and operates to a 15-minute maximum data loss window. Our disaster recovery plan is tested annually and the results are documented.
Key information
At-a-glance governance context
These points summarise the public scope of this page and the main contact or review context around it.
Recovery Time Objective
4 hours for critical service restoration
Recovery Point Objective
15 minutes maximum data loss
Continuity contact
dpo@upstreambpo.com
Section 1
Availability and recovery commitments
Upstream BPO maintains 99.9% service availability. At that level, the permitted annual downtime is approximately 8.77 hours across the year.
Our Recovery Time Objective is 4 hours. Following a major disruption, we restore critical services within that window. Our Recovery Point Objective is 15 minutes, which sets the maximum data loss window measured back from the point of disruption.
These are current operating commitments, not targets we are working toward. Where a specific engagement requires tighter figures than the ones stated here, we agree those in the contract rather than restating them as a general claim.
- Service availability: 99.9%, approximately 8.77 hours of downtime per year.
- Recovery Time Objective (RTO): 4 hours for critical service restoration after a major disruption.
- Recovery Point Objective (RPO): 15 minutes maximum data loss window.
- Disaster recovery plan: tested annually, with results documented.
Section 2
Disaster recovery testing
Upstream BPO tests the disaster recovery plan annually. We document the results of each test, including what was exercised and what the test identified.
Test documentation is available to customers and prospective customers under NDA, alongside the wider business continuity documentation set.
Section 3
Site and workforce continuity
Our disaster recovery configuration is regional. We maintain geographic redundancy within the Klang Valley: Kuala Lumpur is the primary site and Cyberjaya is the designated disaster recovery site.
Workforce continuity is supported by that regional DR configuration. Upstream BPO's delivery centres in Malaysia, Uzbekistan and other operating locations serve customer contracts independently and are not part of the disaster recovery configuration.
Reviewer questions
Questions we are asked in security review
Answers are stated in full here so they are quotable directly into a security questionnaire.
What are your RTO and RPO?
Our Recovery Time Objective is 4 hours for critical service restoration after a major disruption. Our Recovery Point Objective is 15 minutes, which is the maximum data loss window. Both are current commitments.
What availability do you commit to?
Upstream BPO maintains 99.9% service availability, which permits approximately 8.77 hours of downtime per year.
How often is the disaster recovery plan tested?
Annually. We document the results of each test and provide that documentation under NDA.
Where is your disaster recovery site?
Our disaster recovery site is Cyberjaya, giving geographic redundancy within the Klang Valley from our Kuala Lumpur primary site. Our delivery centres in Uzbekistan and other operating locations are not part of the disaster recovery configuration.
What happens to delivery if your primary site is unavailable?
Upstream BPO operates from multiple locations. Delivery teams at other locations absorb the affected workload under the same operating procedures and access controls.
Can we review your business continuity documentation?
Yes. Business continuity and disaster recovery documentation, including annual test results, is available under NDA. Request it from dpo@upstreambpo.com.
Related resources
Related governance and service pages
Use the connected pages below for deeper privacy, governance, service or contact context.
Contact & Escalation
Business continuity and disaster recovery documentation, including annual test results, is available under NDA from dpo@upstreambpo.com. We acknowledge security and trust enquiries within 3 business days.
Next Step
Need a deeper governance review?
Send certificate requests, subprocessor list requests, incident reports and vulnerability disclosures to dpo@upstreambpo.com. We acknowledge security and trust enquiries within 3 business days.