TrakCel engage with several clients and are therefore consistently asked queries relating to infrastructure, with focus on Disaster Recovery (DR) strategies, database upgrades, and server maintenance. As Chief Technology Officer of TrakCel, I have created this blog to address some of the key questions and concerns that many of our clients raise.

OCELLOS by TrakCel, our flagship product, is developed on Salesforce.com which is a software-as-a-service platform. This means that Salesforce take care of all infrastructure related components and provide an abstraction layer for platform consumers to build apps, without worrying about infrastructure.

TrakCel made the strategic decision to develop OCELLOS on the Salesforce.com platform so that we could focus on the core product development without the worry of hosting, database maintenance/upgrades, and security patch upgrades. Salesforce ensure that underlying infrastructure is adequately secure, scalable, available, and performant. The combination of this rock solid platform, along with our industry leading product, enables our customers to receive the best experience and service.

Frequently Asked Questions

Below I have addressed the frequently asked questions with focus on infrastructure.

Question 1: Who is responsible for Disaster Recovery (DR)? Please share the DR plan and test evidence.

Answer: Given that Salesforce controls the infrastructure of OCELLOS, they are responsible for Disaster Recovery. Salesforce publish information about their DR plan and test evidence. This can be found here: https://compliance.salesforce.com/en/disaster-recovery-bcp.

Question 2: Who is responsible for Data Recovery?

Answer: If the data loss is because of a disaster, Salesforce is responsible for recovering data and metadata to an agreed point of recovery (RPO). TrakCel can help identify the amount of data loss after Salesforce discovery is complete by comparing the data with the last snapshot of the backup and restore. If the data loss is not because of a disaster, TrakCel can restore the data from regular backups.

Question 3: What is the RTO (Recovery Time Objective) and RPO (Recovery Point Objective) for DR?

Answer: RTO and RPO are provided by Salesforce and we pass them onto our customers.

Question 4: What is the RTO and RPO for TrakCel’s data loss procedure?

Answer: RPO is as of the last successful backup. RTO cannot be provided because the procedure involves analysis and comparison of data between the production org and backups, preparation of appropriate dataset to load, and create/update of the data.

Question 5: What is the communication path for a Disaster Recovery incident?

Answer: The TrakCel customer support team will be the primary point of contact for our customers. The customer support team will liaise with the Salesforce support team and provide regular updates.