Updated: January 22, 2024
It is Mersive’s policy to respond to a Significant Business Disruption (“SBD”) by safeguarding employees’ lives and company property, making a thorough financial and operational assessment of the situation, quickly recover and resume normal operations, and in the process protect and preserve all customer data and hosted environments. If Mersive determines there will be a major interruption in normal operations, we will notify all affected customers. Mersive will initiate alternative means of communication to continue to serve customers, as a global company comprised of multiple locations, and has the capability to function remotely from multiple distributed locations simultaneously.
Mersive’s plan anticipates two kinds of SBDs, internal and external. Internal SBDs may affect Mersive’s ability to communicate and do business, but are not caused by an outside source, such as a fire in the building. Although Mersive may rely on external organizations to facilitate a solution, the Internal SBD is characterized as something that does not affect local infrastructure. External SBDs may prevent the ability of one or more Mersive regions to provide customer support and maintenance for all services and products during regular working hours 8am-5pm MST using our normal resources and systems, such as a terrorist attack, a city flood, or a wide-scale regional disruption of power or internet connectivity. Mersive’s response to an external SBD may rely heavily on other organizations and governmental systems and infrastructure.
The VP IT and the VP Engineering are responsible for approving the plan and for conducting the required annual review. The Chief Executive Officer has the authority to execute this BCP.
Mersive will maintain copies of the BCP and conduct annual reviews, updating it when necessary. An electronic copy of the plan will be accessible to all Mersive employees via our electronic filing systems. Business Description Mersive Technologies provides solutions that allow people to connect and collaborate more effectively. The company’s flagship product, Solstice, is a software-based, cloud-enabled team space collaboration platform optimized for both onsite and remote participants. It allows simultaneous users to wirelessly share content to the room display and seamlessly bridges to remote locations using any major video conferencing service.
The headquarters for Mersive (Mersive HQ) is located at 1667 Cole Boulevard, Suite 225, Lakewood, Colorado 80401. The main telephone number is +1 (303) 291-3775. As Mersive is located in a heavily populated metropolitan area, employees may travel to that office by any standard means of transportation.
Internal SBD at Mersive Headquarters
Mersive HQ is the sole physical location maintained and frequented by employees, with the majority of its U.S. employees having a designated physical workspace in the office. Corporate and quarterly meetings, Human Resources functions, and new employee onboardings are primarily hosted at Mersive HQ. The building housing Mersive HQ is maintained and accessible only using security badges. All access points are secured, and access to the primary entrance is monitored and tracked, requiring that guest and contractors sign-in.
From time to time, at Mersive’s discretion, third party security agencies may be utilized if there is an added security concern. In the case of a natural disaster such as a tornado, hurricane, or earthquake, employees may be instructed or escorted to the first floor of the building when necessary for their safety. Standard safety measures are taken in case of a fire in the building; all Mersive employees have been instructed to meet at a predetermined location to account for all employees by business unit.
Mersive will make every effort to maintain its normal schedule of operations, regardless of conditions. Mersive’s employees are instructed to assume that Mersive’s business offices are open during scheduled business hours unless they receive an e-mail or phone call notification telling them otherwise or it is readily apparent in cases where communication is limited or impracticable. Mersive employees are expected to use good judgement regarding whether it is safe to travel into the office. If a weather condition or natural disaster exists that may make it unsafe for an employee to travel to work, including snowstorms or massive flooding, then that employee is advised to stay home, and seek shelter or follow whatever instructions are provided by emergency personnel. For routine situations in which the Mersive HQ office is officially closed due to inclement weather, the affected employees may work at home if they have the computer resources and network connectivity to do so. Employees are advised to listen to the radio or television for updated information in the event of local, regional or national emergencies.
Mersive maintains limited hard copy financial files and records at Mersive HQ. Each business unit is responsible for the maintenance, storing, backup, and updating of their records. The Mersive IT Department is the primary controller of electronic records, which are maintained within Mersive HQ with backups to a remote location.
To ensure high availability and durability of Cloud Operations, data backups are maintained both locally on a separate volume for quick recovery, as well as in Google Compute Platform, which maintains copies of data across multiple availability zones (datacenters). In the event of a complete loss of the primary datacenter, the application would be recovered in another availability zone using data backups.
To address fault tolerance, Mersive leverages third party hosting provider infrastructure to allow for fault tolerant disks for quick booting of a failed virtual machine on another host. Mersive also leverages snapshots and images to allow for recovery in the same availability zone. Datacenters are not located in places with a high probability of experiencing high impact environmental risks such as floods, tornados, earthquakes, or hurricanes.
Mersive has primary responsibility for establishing and maintaining its business relationships with customers and ensuring mission critical functions.
Mersive provides that it will maintain a business continuity plan and the capacity to execute that plan. In the event that Mersive executes its plan, it represents that it will provide equal access to all customers upon request. If Mersive determines that the company has not or cannot put its plan in place quickly enough to meet customer needs or is otherwise unable to provide access to such services, Mersive represents that it will assist in seeking services from an alternative source.
Cloud Services
The VP Engineering and VP IT will regularly review Mersive’s capabilities to perform the mission critical functions of Solstice Cloud Services, regarding security and hosting services, that Mersive has contracted to perform for its customers. Official data recovery tests are conducted by Mersive, to ensure the ability to recover in the event of a hardware failure.
Solstice Cloud is backed up on hosting provider servers and all source files are stored in escrow, should anything happen to compromise the installed application.
Customer Tickets
Mersive’s Customer Success team receives tickets from customers with standard service hours from 7am-5pm MST, M-F, and they maintain the process via the third-party application Salesforce. During an SBD, either internal or external, Mersive will continue to receive requests through those methods that are available and reliable, and in addition, as communications permit, Mersive will inform customers when communications become available to tell them what alternatives they should send their requests. Customers may be informed by email, online portal, website, or telephone based on the conditions.
Mersive now regularly communicates with customers using email, telephone, and an online portal. In the event of an SBD, Mersive will assess which means of communication are still available to them and use the means closest in speed and form (written or oral) to the means that they have used in the past to communicate with the other party. For example, if Mersive has communicated with a party by email but the Internet is unavailable, they will attempt to contact them on the telephone.
Mersive now regularly communicates with employees using email, Slack, and telephone. In the event of an SBD, Mersive will assess which means of communication are still available to them and use the means closest in speed and form (written or oral) to the means that they have used in the past to communicate internally. Mersive will keep records of employee address, phone numbers, and alternate emails as up to date as reasonably possible.
Mersive will update this plan whenever there is a material change to their operations, structure, business or location. In addition, Mersive will review this BCP annually to modify it if necessary, for any substantial changes listed herein.
