NewRocket LLC’s Business Continuity Plan to provide continuous services per contracted SOW to Customers through resource management, role continuity, and remote delivery capabilities as defined in this document.
NewRocket is a Professional Services Company providing technical expertise in Customer’s SaaS Cloud Hosted Environment(s) of Service.
The contractually agreed upon Scope of Work between NewRocket and customer to deliver services with Resources as part of the Resource Plan on Customer Systems.
Staffing plan created by NewRocket Resource Manager aligning Resources to the Statement of Work between NewRocket and Customer to ensure successful delivery and execution of the Statement of Work per contracted terms.
Authorized NewRocket employees that have been provided access to Customer Systems to provide services as part of the Statement of Work in performance of the work and as part of the Resource Plan.
Any customer hosted, managed, purchased or leased system that NewRocket may be provided access to as part of any engagement to deliver services with Resources as part of the Resource Plan.
Dedicated NewRocket Staff assigning Resources to projects to execute the deliverables in the Statement of Work.
Dedicated NewRocket Staff member managing the project.
NewRocket Staff responsible for account management/relationship management.
The dedicated assigned Account Manager/Client Partner.
A business interruption is any unplanned disruption or degradation of normal business operations, processes, or services caused by internal or reasonably foreseeable external events within the organization’s control or risk domain, which impacts the organization’s ability to meet operational, contractual, or servicedelivery obligations, but does not qualify as a force majeure event: see Exclusions section for out‑of‑scope events and responsibilities.
Out of scope as NewRocket does not recover Customer Systems.
Out of scope as NewRocket does not recover Customer Systems.
NewRocket regularly reviews its Resources to ensure adequateResources to support customer deliverables in accordance with the Contracted Statement of Work.
NewRocket maintains compliance by reviewing its Resource Plans with its Resource Managers on a weekly basis.
The Emergency Contact is the dedicated Account Manager/Client Partner.
Customer would engage primarily with their Project Manager and escalate to the Emergency Contact.
NewRocket resources are able to use alternative communication methods such as email, phone, or collaboration platforms to deliver services in the event of a primary failure of remote access.
The following itemsare specifically out of scope for any Business Interruption as defined in this document by NewRocket
1. Data Processing of Customer Data
2. Data Storage of Customer Data
3. Data Backup and Recovery of Customer Data
4. PlatformAvailability of any Customer Systems including customer cloud hosted SaaS environment(s) or other Customer contracted systems and any Recovery Time Objective(RTO) and Recovery Point Objectives (RPO)of any customer systems.
5. Security, availability, utility and warranty of any customer systems
In the event of a Business Interruption as defined in this document, NewRocket will execute this Business Continuity Plan to ensure continuity of customer service delivery in accordance with the contracted Statement of Work and established Resource Plan.
Upon identification of a Business Interruption, the assigned Project Manager will assess the impact to service delivery and notify the Account Manager/Client Partner, who serves as the designated Escalation Point and Emergency Contact. Communication with the customer will be initiated promptly using available communication channels to confirm the nature of the interruption, expectedimpacts, and interim operating status.
NewRocket will leverage its remote delivery model to continue providing services wherever possible. All NewRocket Resources access customer systems remotely, and in the event of disruption to primary remote access methods, alternative communication methods will be utilized to support continued coordination and service delivery activities.
If the Business Interruption impacts the availability of specific Resources, the Resource Manager will review the active Resource Plan and, where feasible, reassign or rebalance Resources to maintain continuity of services in alignment with contractual obligations. Any such adjustments will be coordinated with the Project Manager and communicated to the customer as appropriate.
NewRocket does not execute recovery, backup, restoration, or availability management of Customer Systems, and service delivery during a Business Interruption remains dependent on the availability of customer‑provided systems and environments. NewRocket Resources will resume full-service delivery upon restoration of customer system access.
Following resolution of the Business Interruption, NewRocket will confirm restoration of normal operations, review service impacts with internal stakeholders, and continue delivery in accordance with the existing Statement of Work. Any required follow‑up actions will be managed through standard project and account governance processes.
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