Overview
Automation Service The Service Level Agreement (SLA) for Bizagi Automation Services is 99.95% by default. For customers consuming more than 500 BPUs per month, the SLA is 99.99%. Customers consuming less than 500 BPUs have the option to extend their SLA to 99.99%, at an additional cost, by purchasing the Enhanced Availability service for the Production environment. That is, our availability and connectivity guarantee is at least 99.95% or 99.99%. Automation Service uses a set of technologies that reduce service interruptions through redundant, fault-tolerant or fail-safe components. Reliability is one of the three main pillars offered by Automation Service, as described at Automation Service overview.
Cloud technology
Automation Service uses cloud technology to ensure the reliability of Automation Service. The following technical features explain how the service is reliable.
Web apps
Automation Service infrastructure is built using Azure App Services. Compare to a single Virtual Machine, a Web App uses a full stack of active dedicated servers where the web app can run. These servers are pre-provisioned in a data center of the Azure region that you choose for your service where the Bizagi web apps are provisioned. See the Bizagi Automation Service Architecture and learn about the Bizagi web apps.
Therefore, if one server suffers a failure, the web app is redirected to another pre-provisioned and warm server. So users do not see any downtime in the service. Web apps only contains the logic and functions layer underlying a web application, for example, to run the Work Portal. Data and other confidential information are not stored in any web app but in the database.
All the servers of one web app are located within the same Azure region.
Database and storage reliability
One of the most important components in Automation Service is the storage layer and the database. Reliability is designed for all underlying services of Automation Service and especially enforced through a highly available storage layer, which is set up by making the most out of replication and data redundancy mechanisms. Bizagi configures the storage layer based on two reliability principles: redundancy and backups.
Storage redundancy
A database is comprised of two main files: data and logs. Both files have a local redundancy in a storage account located in the same Azure region, where replicas of the files are stored. When the database needs to execute a transaction, it runs the transaction using the transient data in a server. Additionally, Bizagi executes backups to have a full reliability strategy.
Bizagi uses cloud storage for tables and files that are replicated with Geo-redundancy (GRS) to protect against hardware failures and increase system reliability. GRS first copies the data synchronously to a local region and then asynchronously moves these copies to a paired second region. The storage account is used for tables and files, but it does not include the database.
Database backups
As an additional safety measure, Bizagi performs different type of backups of the production environment database.
•Transaction log backups every 10 minutes
•Differential backups every 24 hours
•Full backup every week.
These backups are stored under the same Azure region. In case of any failure Bizagi can restore the database using any of the previous backups.
Retention policy and point in time restore
Bizagi keeps a backup for up to 35 days. This policy lets you restore the database of your test or production environment of the Automation Service to any time within the 35 days window. For example, in case a deployment fails, you can raise a support ticket and ask for the restoration. You need to define the date and time (UTC), and we will restore to the nearest restoring point that Azure offers based on the database backups made.
High availability of infrastructure
Bizagi relies on Microsoft Azure as its cloud service provider. Microsoft Azure's global infrastructure is built to provide its users with the highest levels of redundancy and resiliency. Microsoft Azure provides a software and networking solution to protect against data center failures. Some of the measures implemented by Microsoft Azure to ensure infrastructure availability are:
•If a brief power outage occurs, electricity will continue to flow thanks to uninterruptible power supplies and huge battery banks.
•The data centers are connected to other major centers, as well as to Internet users, via fast and reliable fiber-optic networks.
•Microsoft provides advanced incident monitoring, service support, backup fail-over capability and high availability.
Learn more at Azure Infrastructure Availability.
Scheduled maintenance
Bizagi releases platform updates on a regular basis to improve its reliability, performance and security. Scheduled maintenance is notified through our support channels.
Please refer to our Service Level Agreement available at Bizagi Standard Agreements, for more information on scheduled maintenance.
Difference between Business Continuity and Disaster Recovery
The reliability mechanisms outlined above ensure that your data is safeguarded in the event of a platform unavailability event. Please note the following considerations:
•The service offers a 99.95% service level agreement. If you need to maintain recovery time objectives (RTO) and recovery point objectives (RPO) within the organization's limits for the production environment, you should purchase the Disaster Recovery Service.
•All servers for a web application are located within the same Azure region. If you want to have full redundancy of all web applications in the architecture, you can purchase the Disaster Recovery Service.
Business Continuity
Business Continuity (BC) refers to the internal policies and procedures Bizagi has in place to ensure that critical business operations can continue during and after a significant disruption. These policies are aimed at maintaining the essential functions of the organization, ensuring that employees have the resources they need to continue their work, even in emergency situations. Our Business Continuity Planning Manual focuses on:
•Recovering critical information assets.
•Reducing the impact of service interruptions on our business operations.
•Ensuring the security and continuity of information systems and business processes.
This plan is primarily for internal use and is designed to handle various scenarios, such as emergencies at our headquarters or unavailability of IT resources, to ensure our internal operations can continue with minimal disruption.
Disaster Recovery
Disaster Recovery (DR) is a service specifically designed to address the continuity of the PaaS (Platform as a Service) offerings we provide to our customers. This service comes into play when there is a significant disruption affecting our cloud-based services, such as natural disasters, IT outages, or other catastrophic events. The DR plan includes:
•Provisioning a secondary recovery region to which services can be switched in the event of a disaster.
•Offering different levels of service, including a database-only approach and a full replica of the primary region.
•Ensuring minimal data loss and quick recovery times, with specific Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO).
While the Business Continuity plan focuses on internal processes and employee resources, the Disaster Recovery plan is customer-facing and ensures that our PaaS services remain resilient and recover quickly from major disruptions.
Applicability
•Business Continuity: Applies to Bizagi's internal operations, ensuring that our workforce and critical internal processes can continue during disruptions.
•Disaster Recovery: Applies to the PaaS services we provide to our customers, ensuring minimal service disruption and rapid recovery in the event of a disaster.
For our customers, understanding this distinction is crucial. The Business Continuity plan supports our internal resilience, whereas the Disaster Recovery plan directly supports the resilience and continuity of the services we provide to you.
Last Updated 11/28/2024 4:07:42 PM