Business Continuity Statement
SUMOFIBER is committed to keeping our customers connected. We know that internet and voice service are essential for families, businesses, and emergency communications. Our business continuity program is designed to limit the duration and impact of service disruptions and to keep our team responsive when something goes wrong.
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Our Approach
We maintain a Business Continuity Plan that addresses both technical and operational risks. The plan is reviewed and updated regularly. It covers how we respond to events ranging from short, localized outages to longer regional disruptions.
Network Resilience
We deliver services over fiber networks operated by trusted open access network partners. These networks include redundancy in their design, with multiple paths and equipment built to withstand common failure modes. Our partners maintain their own continuity of practices, and we coordinate with them during outage events.
Our own systems, including provisioning, billing, voice routing, and customer service platforms, are operated with redundancy and backups. We maintain the ability to manage customer service from multiple locations and to work remotely when needed.
Operational Continuity
Our continuity plan covers:
- Outage classification and escalation procedures
- Internal communication during events, so the right people are informed and acting
- Customer communication through phone, email, text, and website updates
- Coordination with our network partners, vendors, and regulators
- Alternate work locations and remote work capability for our team
- Identification and handling of cybersecurity incidents
- Data backup and recovery
During an Outage
When a significant outage occurs, our priority is to restore service quickly and keep customers informed. We will share updates through our customer service channels and through any direct communication options we have for affected customers. We work closely with our network partners to resolve the underlying issue.
Questions
If you have questions about our continuity practices, contact care@sumofiber.com.