Computerko Limited is committed to maintaining resilient business operations and supporting the continuity and recovery of critical services, systems, and operational functions in the event of disruption.
This Business Continuity / Disaster Recovery Policy explains the principles, governance approach, and recovery framework applied by Computerko Limited in order to reduce operational disruption, prioritise critical activities, and support structured recovery when incidents or outages occur.

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1. Who we are

Computerko Limited is a company registered in England and Wales.
2. Purpose of this policy
The purpose of this policy is to define Computerko Limited’s approach to:
Registered office: 27 Old Gloucester Street, London, WC1N 3AX, United KingdomContact email: support@computerko.co.uk

• maintaining continuity of essential business operations;
• preserving the delivery of critical services where reasonably possible;
• restoring systems, environments, and operational capability following disruption;
• reducing the impact of outages, failures, incidents, and major service interruptions;
• prioritising recovery activity according to service and business importance; and
• reviewing and improving continuity and recovery arrangements over time.

This policy is a resilience and recovery governance document. It does not replace any contract, SLA, Support Policy, Cloud & Hosting Policy, Information Security Policy, Backup & Disaster Recovery service description, or service-specific agreement.

3. Scope

This policy applies to disruption affecting Computerko Limited’s business operations, internal systems, managed services, hosted environments, and customer-facing service delivery where relevant.
This may include disruption affecting:
core business operations;
internal administration and communications;
support services;
website and digital access channels;
managed cloud servers;
private dedicated application cloud hosting;
private dedicated CRM and ERP environments;
backup and recovery-capable environments;
shared hosting and business email;

• device and endpoint-related service operations where relevant;
• internal and customer-facing systems;
• monitoring and administrative platforms; and

third-party-supported infrastructure or services relied upon by Computerko Limited.
This policy applies to:
directors;
employees;
contractors;
consultants;
temporary staff; and
third parties acting on behalf of Computerko Limited where they are relevant to continuity or recovery arrangements.
4. Continuity and recovery principles
Computerko Limited seeks to apply a structured and proportionate approach to continuity and recovery.
The principles underpinning this policy are that:

• critical business and service functions should be identified and prioritised;
• disruption should be managed in a controlled and coordinated way;
• continuity measures should aim to reduce avoidable interruption;
• recovery actions should be prioritised according to operational, customer, security, and business impact;
• available technical, operational, and communication measures should be used to support recovery where appropriate;
• dependencies on people, systems, data, infrastructure, and third-party providers should be recognised; and
• continuity and recovery arrangements should be reviewed and improved over time.

5. Business continuity principles

Computerko Limited seeks, where reasonably possible, to maintain the continuity of essential operational functions during disruption.

This may include the continuation, prioritisation, or staged restoration of:

• customer support operations;
• communications capability;
• core internal business systems;
• administration of active services;
• access to critical hosted or managed environments;
• security and monitoring functions; and
• essential coordination with customers, suppliers, and providers.

Business continuity does not mean that every system or function will always continue unchanged during an incident. It means that Computerko Limited seeks to maintain or restore the most important functions first in a structured and risk-aware manner.
6. Disaster recovery principles
Computerko Limited seeks to restore critical systems, services, and environments following major disruption through a combination of technical, operational, and organisational measures appropriate to the service and the incident.

Disaster recovery may involve one or more of the following, depending on the nature of the event and the service affected:

• restoration from backups;
• re-provisioning of systems or environments;
• rebuilding affected services;
• failover to alternative infrastructure where available;
• temporary workarounds;
• controlled reconfiguration;
• service isolation and staged return to operation; or
• other reasonable recovery actions.

The recovery characteristics of different services may vary depending on architecture, service scope, provider dependency, and the resilience profile of the relevant environment.

7. Types of disruption covered

This policy is intended to support preparedness for a range of disruptions, which may include:

• cyber incidents;
• ransomware or malware events;
• unauthorised access or compromise;
• hardware failure;
• cloud or hosting provider outages;
• data corruption or loss;
• service platform incidents;
• network failures;
• communications failures;
• domain, DNS, or service-routing disruption;
• utility or premises access disruption;
• staffing disruption or reduced operational capacity;
• major supplier or provider failure;
• force majeure events; and

other incidents that materially affect Computerko Limited’s ability to operate or deliver services.
8. Criticality and recovery prioritisation
Computerko Limited recognises that not all services, systems, or activities are of equal criticality.

During a continuity or recovery event, restoration activity may therefore be prioritised according to factors such as:

• impact on customer service delivery;
• operational importance;
• number of affected users or customers;
• information security impact;
• legal or regulatory impact;
• communications dependency;
• recoverability of the system or service; and
• availability of workarounds.

This may result in staged recovery, with critical or higher-impact services receiving earlier attention than lower-priority systems or functions.

9. Continuity arrangements

Computerko Limited may use a range of continuity measures to support essential operations during disruption, including where appropriate:
remote working capability;
distributed or cloud-based systems;
prioritised operational workflows;
alternative communication methods;
restricted or staged service handling;
temporary manual processes;
reassignment of tasks or responsibilities; and

• controlled use of alternative systems or environments.

The continuity measures used in a specific event will depend on the nature and severity of the disruption.

10. Relationship with backups and recoverability

Computerko Limited recognises that backups support recovery, but backup alone does not guarantee full business continuity.

The existence of backup capability does not automatically mean that:

• every service can be restored instantly;
• every environment has the same recovery profile;
• every point in time can be recovered exactly;
• every service has failover capability; or
• continuity can be maintained without interruption.

Recovery outcomes may depend on:

• the service architecture;
• the scope of the service purchased;
• the type of disruption;
• the condition and integrity of backup data;
• third-party provider availability;
• the time needed to validate, restore, or rebuild the environment; and
• the operational priority assigned to the affected service.

11. Internal roles and responsibilities

Computerko Limited expects continuity and recovery activities to be supported through clear internal coordination and appropriate responsibility.
This includes the principle that:

• management oversees major continuity and recovery response at an appropriate level;
• operational and technical teams support investigation, containment, and restoration within their remit;
• staff are expected to cooperate with continuity and recovery instructions;
• critical incidents may require coordinated action across support, technical, service, and administrative functions; and
• escalation may occur where wider decision-making or third-party coordination is needed.

This policy does not prescribe every internal role or workflow but establishes the expectation that continuity and disaster recovery are managed in an organised and accountable manner.

12. Third-party dependencies

Computerko Limited uses and relies on third-party providers and infrastructure in order to support aspects of its business and service delivery.

Accordingly, continuity and recovery may in some cases depend on:

• cloud and hosting providers;
• email and communications providers;
• payment and finance providers;
• domain and DNS service providers;
• manufacturers, distributors, or fulfilment providers;
• software or platform providers; and
• other third-party service or infrastructure partners.

Where relevant, Computerko Limited will use reasonable efforts to:
monitor third-party disruption where visible;
escalate issues to the relevant provider;
communicate relevant impacts where appropriate;

• assess alternatives or workarounds where reasonably available; and
• support recovery activity within the scope of its control.

However, Computerko Limited does not control all external platforms, providers, infrastructure, or recovery timelines. Recovery outcomes may therefore be affected by third-party actions or limitations outside Computerko Limited’s direct control.
13. Customer responsibilities

Customers also play a role in continuity and recovery, particularly where services operate on a shared-responsibility basis.

Customers may be responsible for:

• selecting a service level appropriate to their operational resilience needs;
• maintaining current authorised contacts;
• responding promptly to requests for decisions, approvals, or access during an incident;
• cooperating with restoration, rollback, or recovery processes;
• understanding that different services may have different continuity and recovery characteristics; and

maintaining their own internal continuity arrangements for customer-side systems, workflows, users, or dependencies outside Computerko Limited’s scope.

Where customer cooperation is delayed or unavailable, continuity and recovery outcomes may be affected.

14. Communication during disruption

Where reasonably appropriate, Computerko Limited will seek to communicate material disruption, service impact, and recovery progress through suitable channels.
Communications during an incident may depend on:
the severity and scope of the issue;
the systems or channels affected;

• the need to verify information before publication;
• legal, security, or operational sensitivity; and
• the service relationship involved.

Computerko Limited may provide updates, requests for cooperation, workarounds, restoration progress information, or other reasonable communications during continuity or recovery activity.
15. Recovery limitations
This policy does not itself guarantee:
uninterrupted business operations;
uninterrupted customer service availability;

• restoration of every service within the same timeframe;
• complete prevention of service interruption;
• full preservation of every data state in every scenario;
• immunity from provider outages, cyber incidents, or infrastructure failure;
• service credits, refunds, or compensation; or
• any specific recovery timeframe unless expressly agreed in writing elsewhere.

Specific service commitments, if any, are governed by the applicable contract, SLA, or service-specific document.

16. Testing, review, and improvement

Computerko Limited may review, exercise, test, or assess elements of its continuity and recovery arrangements where appropriate.
This may include:
review of assumptions and dependencies;
review of critical service classifications;

• review of communication and escalation arrangements;
• evaluation of backup and recovery capability;
• lessons learned from incidents or near-misses; and
• changes to improve resilience over time.

Testing and review activity may vary according to the nature of the service, the operational risk, and the systems involved.

17. Relationship with other documents

This Business Continuity / Disaster Recovery Policy should be read together with other applicable Computerko Limited documents, including:

• Service Level Agreement (SLA) Policy, which governs service level commitments;
• Support Policy, which governs operational support handling;
• Cloud & Hosting Policy, which explains hosting and cloud service boundaries;
• Information Security Policy, which explains security governance and protective controls;
• Third-Party Services & Dependency Policy, which explains reliance on upstream providers;
• Privacy Policy and GDPR / Data Protection Policy, where continuity and recovery involve personal data or hosted data environments;
• Data Retention Policy, where retention and recoverability intersect; and
• Terms of Sale, which govern contractual and liability matters.

If there is any conflict between this policy and a specific signed agreement or applicable contractual document, the relevant contractual document shall take precedence to the extent of that conflict.

18. Review and updates

Computerko Limited may update this policy from time to time to reflect:
changes in operational model;
changes in services or infrastructure;
changes in provider dependencies;
changes in risk profile;
legal or regulatory developments; and

• lessons learned from incidents, reviews, or continuity exercises.

Any updated version will be published with a revised date.

19. Contact

If you have any questions about this Business Continuity / Disaster Recovery Policy, please contact:

Computerko Limited
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
Email: support@computerko.co.uk