Last Updated: August 2026
This Disaster Recovery Services Addendum (the “Addendum“) summarizes the disaster recovery services provided by Vendavo, Inc. (“Vendavo“) whenever Customer Data is stored on premises owned or controlled by Vendavo. The Standard Disaster Recovery Service or Platform Service Disaster Recovery Service is included in the Subscription Fee for the applicable Service. The Active Disaster Recovery Service requires a separate subscription and must be listed separately on the applicable Order. Vendavo reserves the right to update this document from time to time provided that any such update shall not reflect a degradation to the standards adhered to herein.
1.1. As used herein “Vendavo” includes any third-party subcontractors retained by Vendavo in connection with its agreement to host Customer Data.
1.2. Capitalized terms used, but not defined, in this SLA are used with the meanings ascribed to such capitalized terms in the document referencing this SLA (together, the “Agreement“).
2.1. Vendavo’s Disaster Recovery (“DR“) plan for Vendavo Applications supports a defined Recovery Time Objective (“RTO“) and Recovery Point Objective (“RPO“). The Recovery Time Objective is measured from the time the Vendavo Application becomes unavailable until it is available again. The Recovery Point Objective is a measure of the amount of data that can be lost due to a disaster and is represented as the point in time prior to the disaster, to which lost data can be recovered.
2.2. Disaster Recovery Service Level Commitment (“DR Service Levels“):
Type | Recovery Point Objective (RPO) | Recovery Time Objective (RTO) |
Standard DR | 24 hours | 72 hours |
Active DR | 4 hours | 8 hours |
Platform Service | 4 hours | 12 hours |
2.3. In the event of a declared disaster under the process described below, the SLA Commitment in the Service Level Agreement shall be suspended for the duration of the disaster recovery and replaced with the DR Service Levels.
2.4. To ensure Vendavo maintains these DR Service Levels, Vendavo maintains backups and the ability to create a DR environment within the defined RTO. In the event of an unscheduled outage where the outage is estimated to be greater than a predefined duration, Vendavo shall execute its DR plan wherein Customer’s database is replicated to the DR data center, web and application instances are started in the DR data center, and End Users are redirected to the DR data center. The DR plan is tested by Vendavo at least every twelve months at Vendavo’s expense.
3.1. Vendavo has taken several measures to ensure the integrity of customer data and recoverability of application services in the Disaster Recovery Service. These measures have been implemented to guard against:
3.2. The architecture of the Vendavo Cloud consists of redundant servers in highly available configurations. These systems are configured to auto-failover should there be a component level failure. Vendavo operates its Cloud in multiple data centers.
3.3. Disasters can only be declared by the VP of Cloud Operations and SVP of Global Customer Services (GCS). Declaration of a disaster is not for limited service outages that effect the entire Vendavo Cloud.
