Disaster Recovery Event

Owned by Knowledge Assistant
Mar 03, 2023
2 min read





Description of Issue

  • Hurricane damages to site caused outages. Site is needing immediate Disaster Recovery support.

  • Site is looking for DR support as outages are predicted with impending storms.

  • There has been a hardware failure at the site.

  • A security event has occurred at the site.



Context

  • Enterprise ERP (Munis)

  • Disaster Recovery (DR)

  • Hurricane

  • Security issue

  • Hosted

  • On Premise



Cause

  • Disaster Recovery steps are needed to support sites that are hit by natural disasters or other events that cause their Tyler resources to be inaccessible. Timely reporting to Tyler is essential in limiting the downtime for clients.

  • Any client with an active Disaster Recovery contract can declare a disaster and have their data spun up in our data center or in a segregated AWS environment depending on the type of disaster declared.

  • A disaster is defined as an unplanned event that shuts down a client’s system or threatens their financial standing.  A disaster should not be declared for hardware or network failures that are covered by standard service agreements.



Resolution

Reporting the Incident:

  • For standard declarations, Tyler has 24 hours (8 business hours) to restore critical processes in our hosted solution if a site has a current DR contract (included in hosted contracts). We will work to re-install services on-premise; once the client is ready to resume on-site processing, we will export the client’s data and install it on-premise.

  • Following standard declarations Tyler will work with the client to rebuild as soon as they are ready and provide the hardware to do so; the goal is to get clients back to on-premise within 30 days. Hosted clients can be reconnected as soon as they have secured a connection method.

Security Event:


Recording the Incident:

When an event occurs that causes your Tyler product system to fail, you should immediately contact Tyler Product Support and open a critical support case. Tyler Support will work with you to help resolve any immediate issues that might be causing your initial outage. If it is determined while working with Tyler Support that the disaster event will not be resolved in an acceptable timeframe, your site may declare a disaster. Tyler Support will escalate to the Tyler Disaster Recovery Support (TDRS) Team to begin the declaration procedures.

  • Tyler will create a ticket in CRM to track the progress of the event. It is important to have the ticket assigned to an available client contact.

  • Tyler will open up a Sev-1 (If hosted) to include Hosting Services, Deployment Support, Disaster Recovery (DR) Support, Information Technology Security Offices (ITSO) and others if needed and track the progression of the resolution.

  • Tyler will open up TEAMs channel to track progress.


Connecting to the LessVPN or AWS site:

  • Tyler will provide instructions for client connections to hosted DR environments.




Additional Information

Additional steps for Hosted (Saas) Sites:  (link to documentation for clients)

Additional steps for Self Hosted (On Prem) Sites:  (link to documentation for clients)