Maintenance • Plan reviews regularly with plan-maintenance staff. At Salesforce, we conduct these reviews quarterly. • Practice plans regularly and ensure your critical staff are familiar with them. Use exercises as an opportunity to validate work around strategies and modify your plans where gaps are identified. Reporting • Work closely with your business continuity partners to ensure their plans are in compliance with internal policy. • Ensure your plans are prepared to meet standards requirements for external and internal audits to maintain business-critical certifications. Implementation • Support teams when they activate their plans during real-world events. This may include supporting alert and notification procedures, leveraging identified workaround strategies, assisting with escalating, and resolving issues as workaround strategies are implemented. • Coordinate with response groups (for example crisis management teams) as needed. BUSINESS CONTINUITY PLANNING AT SALESFORCE At Salesforce, our business continuity team collaborates with departments with business processes that must be restored to normal business operations in the event of a disruption. This ensures the ability to protect our Ohana and comply with regulations as we continue to meet Salesforce, customer, and partner needs. From a product perspective, a subset of groups we maintain plans for include Core App, Commerce Cloud, Marketing Cloud, and Heroku. Each of these products has its own specifications, and we emphasize the plan must work for the teams who will be executing against them. While we capture common information categories across our plans (such as critical vendors, staff, work locations, equipment, and so on), the goal remains to create a business continuity plan that is tailored to the specific team, and one that is updated and exercised regularly. It should capture viable workaround strategies to maintain and recover critical operations through a disruptive event. In doing so, we help to bolster the overall resilience of the company and our extended Ohana. WHAT’S NEXT? As our ecosystem continues to respond to uncertainty around COVID-19, our Salesforce AppExchange team is actively working to support our partners and our customers in every way we can. Learn more about Salesforce’s business continuity planning specific to COVID-19 by visiting sfdc.co/SalesforceBCP. Tell us how we can help you, and your organization, during this time. We’re here for you. This post is provided for informational purposes only. Each business is different, and your business continuity plan needs may not be the same as those discussed above. We encourage you to undertake your own assessment of your organization’s business continuity plan needs. 11