Support & operations · Website help · Recovery drills

Recovery access depends on the unavailable person

The incident owner knows which deployment to restore, but the only authorised account holder cannot be reached.

What to change

Test access continuity as a separate recovery dependency. Ask the organisation to nominate appropriate backup administrators and verify that their accounts can perform the required action within the agreed control model. Keep recovery instructions in an accessible approved location, with secret material managed separately. A rehearsal should start without the usual administrator so the team discovers approval, authentication or account-recovery gaps before an actual outage depends on them.

A worked example

Illustrative example

Illustrative test: The alternate administrator locates the approved target and demonstrates the authorised recovery route.

How to check the result

Recovery does not rely on one person's availability or personal device.

A mistake to avoid

Sharing a password is not equivalent to tested organisational access continuity.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to record

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Healthcare website maintenance with infrastructure, a status panel, tools and an operational checklist.
Monitor the useful journey, not just whether a server responds.
Healthcare backup and recovery illustrated by storage copies, an archive folder and a restoration route.
Test whether a backup can restore a usable service.
Healthcare digital support handover with an inventory, key, incident timeline and dependency map.
Keep responsibilities and recovery instructions available.

Further reading

These primary sources provide additional context for the project decisions above.

Related decisions

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