Helpjuice-Specific: 

As our instance is managed by Heroku, a Salesforce Company, running on Amazon, we are able to leverage world-class disaster recovery systems. 

Helpjuice, as a platform runs on Heroku, but the data is synced & backed up every hour, along with the application hosted on multiple servers, so getting up and running in case of a total chaos is designed to be done in less than 1 hour.

Customer Applications and Databases

Our platform automatically restores customer applications and Heroku Postgres databases in the case of an outage. The Heroku platform is designed to dynamically deploy applications within the Heroku cloud, monitor for failures, and recover failed platform components including customer applications and databases.

Heroku Platform

The Heroku platform is designed for stability, scaling, and inherently mitigates common issues that lead to outages while maintaining recovery capabilities.  Our platform maintains redundancy to prevent single points of failure, is able to replace failed components, and utilizes multiple data centers designed for resiliency. In the case of an outage, the platform is deployed across multiple data centers using current system images and data is restored from backups. Heroku reviews platform issues to understand the root cause, impact to customers, and improve the platform and processes.

Customer Data Retention and Destruction

You have the freedom to define what data your applications store and the ability to purge data from your databases to comply with your data retention requirements. If you deprovision an application and the associated database, we maintain the database’s storage volume for one week after which time its automatically destroyed rendering the data unrecoverable.

Decommissioning hardware is managed by our infrastructure provider using a process designed to prevent customer data exposure. AWS uses techniques outlined in DoD 5220.22-M (“National Industrial Security Program Operating Manual “) or NIST 800-88 (“Guidelines for Media Sanitization”) to destroy data.

For additional information on our hosting provider’s security & disaster recovery see: https://aws.amazon.com/security