Our approach
Policy status: Approved and in effect. Pingplus Media maintains this policy as an active part of its established governance and daily operating practices. Effective April 11, 2026.
Pingplus Media uses continuity, backup and recovery planning to reduce disruption to enterprise communications and supporting business functions. Our infrastructure design includes separate application and database hosts and an independently hosted backup storage service.
Backup and recovery
Database recovery arrangements include full and differential backups, WAL archiving and an independently hosted backup storage location. Recovery priorities and customer communications are aligned with the relevant service agreement.
Incident operations
Where an incident occurs, our objective is to assess its impact, coordinate technical response, communicate through applicable customer channels and restore normal operations safely. Contact paths and priorities are described in signed customer agreements.
Customer commitments
Availability, continuity and recovery commitments are set out in the applicable service schedule or enterprise agreement.
Continuity objectives and dependencies
Continuity planning addresses the availability of messaging services, administration, application and database hosts, carrier connectivity, credentials and customer communications.
Backup and recovery arrangements
Continuity arrangements consider application services, PostgreSQL databases, backup storage and third-party telecommunications dependencies. Recovery procedures are coordinated with designated operational contacts.
Invocation and coordinated response
In a significant disruption, our designated incident or continuity lead identifies the affected services, maintain evidence, assign owners, evaluate supplier dependencies and establish a sequence for stabilisation and recovery. Steps that could affect live SMPP binds, message acceptance, routing, retries, DLR processing or settlement require deliberate approval and customer-impact assessment.
Communications and third-party failure
Outages at cloud providers, telecommunications operators, network carriers or external APIs can affect availability independently of the company’s own infrastructure. Our response principles include contacting affected suppliers, evaluating available alternatives, preserving delivery-state records and providing customers with contractually appropriate status updates. Continuity depends on the specific service architecture and commercial arrangements.
Improvement and assurance
Continuity arrangements are maintained through periodic reviews of incidents, service changes, supplier dependencies and recovery priorities. Enterprise customers may request service-specific continuity information through their account contact.
For questions about this policy or enterprise service requirements, please contact our team.