Service Integrity Disaster Recovery Plan
Last updated: 09 August 2026
Purpose
This Disaster Recovery Plan describes how Service Integrity Mystery Shopping maintains and restores essential business functions following a material disruption.
The plan covers disruption to staff availability, communications, office access, local devices, client records, operational files, reporting platforms, and third-party systems used to deliver mystery shopping work.
Scope
This plan applies to Service Integrity’s business operations and to the systems and processes used to support client mystery shopping engagements.
It covers:
- staff and contractor coordination;
- email and client communications;
- project files, client instructions, and operational records;
- mystery shopper assignment and management;
- questionnaire, fieldwork, quality control, and reporting processes;
- mystery shopping platform availability;
- data exports and client reporting; and
- recovery communication with clients.
Business Continuity Objectives
Service Integrity’s recovery objectives are:
- protect people and confidential information first;
- maintain communication with clients and key staff;
- preserve access to essential project records;
- restore fieldwork coordination and reporting as quickly as practicable;
- use alternative processes where primary systems are unavailable; and
- notify affected clients promptly where delivery timing or data availability may be affected.
Recovery Targets
For the systems and processes Service Integrity controls directly, our targets following a material disruption are:
| Function | Recovery target |
|---|
| Client and shopper communication | Within 1 business day |
| Fieldwork coordination | Within 2 business days |
| Client reporting | Within 5 business days |
Data loss is limited by the use of continuously synced cloud storage and the mystery shopping platform’s own backup arrangements, so the practical recovery point for Service Integrity records is under one business day.
These are targets rather than guarantees. Service Integrity will notify affected clients where they cannot be met.
Critical Functions
Critical functions include:
- receiving and maintaining approved project instructions;
- selecting and briefing suitable shoppers;
- managing scheduled mystery shopping activity;
- collecting shopper responses and supporting evidence;
- quality checking submitted reports;
- protecting client and shopper information;
- delivering results through agreed reporting channels; and
- escalating any delay, breach, or service issue to the client.
Key Systems And Dependencies
| Area | Primary dependency | Recovery approach |
|---|
| Email and client communication | Microsoft 365 email account access | Use alternate authorised device or webmail access. Escalate outage to provider if required. |
| Project files and working notes | Microsoft 365, SharePoint, OneDrive, and local working files | Use synced copies, backups, or exported records. Avoid editing conflicting copies until sync is restored. |
| Mystery shopping platform | SASSIE, provided by LiveShopper | Use provider support, platform status information, and offline tracking if temporary disruption affects live work. |
| Shopper communication | SASSIE communication tools, Brevo email and SMS, phone | Use an alternate approved communication channel where needed. |
| Reporting | SASSIE portal, data exports, and the Service Integrity reporting site at www.serviceintegrity.au | Provide delayed or interim reporting where portal access is affected. Specialist client reporting is delivered through www.serviceintegrity.au and can be used where the platform portal is unavailable. |
| Local devices | Staff computers and phones | Use alternate devices where authorised and secure. Replace or isolate compromised devices. |
Platform Resilience
SASSIE, provided by LiveShopper, is the primary platform used for Service Integrity mystery shopping programs. Platform security material notes that:
- the platform is hosted on Amazon Web Services in the United States, with an option for EU hosting;
- data is replicated and backed up;
- daily snapshots and SQL dumps are performed;
- data is encrypted in transit and at rest;
- databases are not directly accessible from the internet;
- vulnerability and penetration scans are performed monthly;
- uptime monitoring is conducted through a third party;
- LiveShopper maintains ISO 27001 and SOC 2 Type 2 certifications; and
- LiveShopper states an RTO of 60 minutes and an RPO of 90 minutes for the application.
Platform security documentation is available to clients on request.
Recovery Process
1. Assess The Disruption
Identify:
- what system, process, location, person, or supplier is affected;
- whether confidential or personal information may be at risk;
- whether any live client fieldwork is affected;
- whether reports, deadlines, or briefing sessions are affected;
- expected duration; and
- whether external support is required.
2. Stabilise And Protect Information
Immediate actions may include:
- pausing affected tasks;
- securing affected devices or accounts;
- preserving relevant logs or emails;
- preventing duplicate or conflicting file edits;
- contacting platform support;
- contacting the broker, insurer, IT support, or legal adviser if needed; and
- moving essential coordination to an approved alternate channel.
3. Maintain Critical Operations
Where primary systems are unavailable, Service Integrity may:
- maintain a manual fieldwork tracker;
- delay non-urgent reporting;
- communicate revised timing to the client;
- use approved local copies of briefing material;
- collect and reconcile data once systems return; and
- prioritise work that protects client confidentiality, shopper safety, and delivery obligations.
4. Restore Normal Operations
Restoration steps may include:
- confirming system availability;
- reconciling any manual records;
- checking for missing or duplicated data;
- completing delayed quality checks;
- confirming report availability;
- updating the client if timing or outputs were affected; and
- documenting the incident and lessons learned.
Client Notification
Service Integrity will notify a client as soon as practicable if a disruption materially affects:
- the ability to deliver the agreed mystery shopping work;
- the security or confidentiality of client information;
- agreed reporting timing;
- scheduled briefing or fieldwork activity; or
- Service Integrity’s insurance position.
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