---
title: "Disaster recovery (Germany)"
canonical: "https://support.plunet.com/space/KB/889684/Disaster%20recovery%20(Germany)"
format: markdown
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**Summary:** Disaster recovery plan for hosted systems provided by Plunet in Germany

**Contents**

> Macro (toc)

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## General

This document describes the disaster recovery plan (DR) for hosted systems provided by Plunet in Germany. It will cover the process in case of a disaster and list potential failures.  
This document describes the processes based on the default Plunet hosting package. Plunet offers customized hosting in relation to the customer security requirements (e.g. different geographic locations).

## Scope

The following services will be taken into account in this DR plan:

### Service RPO and RTO targets

| **IT service** | **Scenario** | **RPO** | **RTO** |
| --- | --- | --- | --- |
| Plunet server | Data center failure<br>Full server failure<br>Disk failure (one)<br>Disk failure (all)<br>Hardware component (e.g. RAM, CPU, mainboard, power supply) | 24 hours<br>24 hours<br>0 hours<br>24 hours<br>0 hours | 1 – 87 hours (5.)<br>1 – 20 hours (1.)<br>0.5 – 4 hours<br>1 – 20 hours (1.)<br>0.5 – 4 hours |
| Plunet BusinessManager | Application failure<br>Database failure<br>Data restore | 0 hours<br>0 – 24 hours (3.)<br>0 – 24 hours (4.) | 0 – 4 hours<br>0 – 4 hours<br>0 – 4 hours |
| Network | Network global<br>Network switch | 0 hours<br>0 hours | 0 – 8 hours (2.)<br>0 – 8 hours (2.) |

1. Depending on the data amount that needs to be restored.
2. Guaranteed network availability of 99.9%
3. Depending on the type of failure. Normally, no data will be lost via database crash recovery. If there is a complete database failure, the database from the backup will be restored.
4. This scenario applies if, for example, a user has accidentally deleted a Plunet project and this project needs to be restored. In this case, we would restore that specific project to the state of the last backup, but all other data will remain unchanged.
5. To ensure that all data can be restored, even if a there is a complete data center provider failure, you need to add our backup option **Different geographic location**.

## Backup strategy

| **IT service** | **Backup location** | **Backup frequency** | **Backup retention** |
| --- | --- | --- | --- |
| Plunet BusinessManager (All data on server) | Separate backup server (Hetzner) | Daily | 2 weeks (1.) |
| Plunet BusinessManager (only Plunet database) | Separate backup server (Hetzner) | Daily | 4 weeks (1.) |

1. Depending on the booked backup space. Longer backup retention times can be set up if necessary. Full backup to a different geographic location is possible (add-on for hosting package).

## General protection of hosted Plunet systems

### Server

We only use enterprise grade hardware for hosting Plunet systems, which includes Intel Xeon processors, ECC RAM, Hardware RAID controller, Enterprise/Datacenter SSDs and Disks, redundant power supply (based on booked hosting package).

All servers are protected with a firewall and anti-virus system. Security updates are performed continuously. The operating system and data storage disks are segregated in order to restore the operating system without affecting the stored data.

### Data centers / Network

- State-of-the-art data center parks
- Multi-redundant network connections to important Internet exchanges
- Redundant UPS facilities with standby power system / Diesel power generator
- Fire protection and redundant climate control
- 24/7 service
- High security with 24/7 monitoring of access routes, entrances, security door interlocking systems and server rooms. Entry via electronic access control terminals.
- DDoS protection
- ISO/IEC 27001 certified

### Monitoring

All Plunet servers are monitored with special monitoring tools to ensure a high level of availability and security.

| **Provider** | **Check** | **Scope** |
| --- | --- | --- |
| ServerGuard24 | PING | Check the server availability from different locations and the response time |
| ServerGuard24 | HTTP(s) | Check the availability of the Plunet BusinessManager application from different locations |
| ServerGuard24 | Port scan | Monitor the Firewall to ensure that only the permitted ports are open |
| Servereye | Backup | Monitor the backup plans to ensure all data will be backed up properly and in time |
| Servereye | RAID / Disk health | Monitor the RAID controller and disk health |
| Servereye | Hack-alerting | Monitor the server logins |
| Servereye | Database | Monitor the health of the DB server |
| Servereye | Hardware total status | Monitor all hardware components |
| Plunet | Anti-virus and network attack prevention | Check all files stored on the system for viruses and detect/block network attacks |
| Hetzner | Network | Monitor the availability of the network and automatically take action if problems occur |

In addition, Plunet support staff will regularly check the server and apply the latest security updates.

In case of a check failure, Plunet support staff will be notified automatically via control panel, e-mail and SMS.

## Roles and responsibilities

The following persons are responsible for the recovery of the IT services:

### Internal contacts

| **Name** | **Organization** | **Company details** | **Owner of DR process** |
| --- | --- | --- | --- |
| Plunet Support | Plunet | Plunet Ticket System<br>([https://support.plunet.com](https://support.plunet.com))<br>Phone: +499313211223 | Plunet BusinessManager<br>Plunet server<br>Backup and recovery |

### External contacts

| **Name** | **Organization** | **Company details** | **Owner of DR process** |
| --- | --- | --- | --- |
| Hetzner Support | Hetzner GmbH | Hetzner Control Panel<br>Phone: Number of server location in DC | Network<br>Hardware |

### Emergency contact persons at Plunet

The following persons are available via mobile phone in case of emergency:

- Plunet Support Person 1 (primary)
- Plunet Support Person 2 (secondary)

## DR processes

| **Scenario: Full server crash** |  |
| --- | --- |
| Possible reasons | Faulty Windows update, hardware problem, server hang-up, data center incident |
| Impact | Plunet BusinessManager is not available |
| Action plan | - Automated notification to Plunet support about the issue
- First analysis of the issue (Plunet)
- Short-term solution (server restart - Plunet)
- Information to customer about the issue and expected downtime (Plunet)
- If it is a hardware issue, contact Hetzner for check/replacement
  - After replacement, initiate process of restoring data, if necessary (Plunet)
- In case of other issues, initiate process of restoring operating system (Plunet)
- Full report to customer about the issue (Plunet) |
| Key contacts | - Plunet support
- Hetzner support |

| **Scenario: Hardware failure** |  |
| --- | --- |
| Possible reasons | Disk errors/failure, other faulty components |
| Impact | Plunet BusinessManager may not be available or limited access |
| Action plan | - Automated notification to Plunet support about the issue
- First analysis of the issue (Plunet)
- Information to customer about the issue and expected downtime (Plunet)
- Contact Hetzner for check/replacement
  - After replacement, initiate process of restoring data, if necessary (Plunet)
- Full report to customer about the issue (Plunet) |
| Key contacts | - Plunet support
- Hetzner support |

| **Scenario: Network failure** |  |
| --- | --- |
| Possible reasons | Switch problem, router/routing problem |
| Impact | Plunet BusinessManager may not be available or limited access |
| Action plan | - Automated notification to Plunet support and Hetzner support about the issue
- Analysis of the issue (Hetzner)
- Information to Plunet about the issue and expected downtime (Hetzner)
- Information to customer about the issue and expected downtime (Plunet)
- Issue is fixed (Hetzner)
- Full report to customer about the issue (Plunet) |
| Key contacts | - Plunet support
- Hetzner support |

| **Scenario: Application failure** |  |
| --- | --- |
| Possible reasons | Application crash, Plunet BusinessManager malfunction, problem with a Plunet update |
| Impact | Plunet BusinessManager is not available |
| Action plan | - Automated notification to Plunet support about the issue
- Analysis of the issue (Plunet)
- Information to customer about the issue and expected downtime (Plunet)
- Issue is fixed (Plunet)
- Full report to customer about the issue (Plunet) |
| Key contacts | Plunet support |

| **Scenario: Database failure** |  |
| --- | --- |
| Possible reasons | DB server crash, problem with specific DB tables after a server crash |
| Impact | Plunet BusinessManager cannot be used |
| Action plan | - Automated notification to Plunet support about the issue
- Analysis of the issue (Plunet)
- Information to customer about the issue and expected downtime (Plunet)
- Backup of the current database
- Issue is fixed and data restored if necessary (Plunet)
- Full report to customer about the issue (Plunet) |
| Key contacts | Plunet support |

| **Scenario: Restoring data** |  |
| --- | --- |
| Possible reasons | Customer deleted a record in Plunet by mistake and/or stored files |
| Impact | Specific information is no longer available in Plunet BusinessManager |
| Action plan | - Customer contacts Plunet support via ticket system
- Analysis of the issue (Plunet)
- Information to customer about restoring data and expected downtime (Plunet)
- Backup of the current database
- Data is restored (Plunet)
- Confirmation to customer via ticket system (Plunet) |
| Key contacts | Plunet support |

| **Scenario: Full data center failure** |  |
| --- | --- |
| Possible reasons | Physical disaster such as fire, natural disaster, man-made disaster |
| Impact | Plunet BusinessManager is not available |
| Action plan | - Automated notification to Plunet support about the issue
- First analysis of the issue (Plunet)
- Contact Hetzner for information and possible restore
- Information to customer about the issue and expected downtime (Plunet)
- If restore is possible within the SLA level:
  - Replacement hardware is set up (Hetzner)
  - Data restored from backup (Plunet)
- If restore is not possible within the SLA level or full failure of Hetzner:
  - Replacement server set up at second Plunet hosting provider (Plunet)
  - Data restored from different geographic location
- Full report to customer about the issue (Plunet) |
| Key contacts | - Plunet support
- Hetzner support |



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