Case Manager Business Continuity Plan for Customers
Please refer to Case Manager Cloud Security Principles for wider guidance on Case Manager and its security and resilience.
Overview
IIZUKA recognises that 24x7 operation of its products and services is vital to its customers, who rely on its availability to conduct their own operations. We have therefore developed robust and well tested business continuity plans for both the Case Manager service and IIZUKA's own operations. These are treated through separate approaches, both of which are regularly tested. Business continuity planning uses a risk based approach to identify which aspects of each service are most impacted in particular business continuity situations and these are prioritised in plans and tests.
Our business continuity planning, the plans and risk assessments form part of our ISO 27001 and ISO 9001 accredited management system, which is independently audited and certified. The plans and risk assessments are classified as RESTRICTED, because of their sensitive content, so cannot be shared with third parties.
Case Manager Business Continuity
Case Manager is hosted for UK customers in AWS London across three availability zones that are geographically distributed to provide resilience and tolerance in the event of a significant incident at any location. Traffic is automatically routed between the three locations, so no action is required in order to ensure business continuity in the event of a disaster at one or two of the locations. Case Manager is deployed through an “infrastructure as code” model, so additional or alternative environments can be provisioned on demand should a business continuity situation affect multiple locations simultaneously.
Backups
All customer data is continuously backed up in near real-time to two other geographical separated AWS Availability Zones within AWS London. We have the option to restore any individual customer database back to any point within the last 30 days, although this may be chargeable if it is required to restore corruption or data loss caused by the action of an authorised customer user.
Test Summary: Backups and the restoration process are automatically tested as part of regular daily operations.
IIZUKA Business Continuity
IIZUKA operates from its UK head office using a hybrid office and home working model so its staff operate from disparate locations, which provides tolerance for incidents occurring at any particular location. In a disaster situation, IIZUKA has a procedure for assembling an Incident Response Team which is able to coordinate actions, make critical decisions and ensure business continuity. This is further supported by our cyber insurance, which provides a specialist third party response team.
The assets and services that IIZUKA requires to operate its business processes and support Case Manager are cloud hosted across a wide range of suppliers, so there is no dependency on the continued operation of IIZUKA’s physical premises and no single point of failure.
IIZUKA performs a risk assessment for all of the assets and services it uses and their involvement in the provision of our products and services and the operation of our critical procedures. This risk assessment is used to inform our business continuity planning and testing.
IIZUKA maintains an individual business continuity plan for each of the assets or services that it uses to support its services, products and processes. These ensure that the service, product and process can continue to operate in the business continuity situation. All risks that are identified as Medium or above for a combination of asset and product, process or service are tested at least annually, with low risk combinations tested on an ad hoc basis.
Test Summary: The most recent Business Continuity Test was completed on 15th June 2026.