Business Continuity Policy

1.1 Purpose

This Business Continuity Policy explains Tool-O's commitment to maintaining the availability of the Platform and supporting the continuity of critical business operations during unexpected events.

The purpose of this Policy is to minimise operational disruption, protect Users, maintain essential services and support the timely recovery of Platform operations where reasonably practicable.

1.2 Objectives

This Policy seeks to:

• support continuity of essential Platform services;

• minimise operational disruption;

• protect Users and business information;

• support timely recovery from incidents;

• maintain critical operational capabilities;

• improve organisational resilience;

• facilitate effective incident response;

• support ongoing service reliability.

1.3 Scope

This Policy applies to business continuity planning relating to:

• Platform operations;

• User services;

• Bookings;

• payment processes;

• customer support;

• information systems;

• cloud infrastructure;

• cybersecurity incidents;

• third-party service disruptions;

• personnel availability;

• other critical business functions.

1.4 Guiding Principles

Tool-O seeks to manage business continuity in accordance with the following principles:

• preparedness;

• resilience;

• proportionality;

• accountability;

• security;

• timely response;

• continuous improvement.

1.5 Relationship with Other Policies

This Policy should be read together with the:

• Security Policy;

• Data Retention Policy;

• Privacy Policy;

• AI Policy;

• Platform Integrity Policy;

• Terms of Use;

• all other Platform policies.

1.6 Updates

Tool-O may amend this Business Continuity Policy from time to time.

The most current version published on the Platform replaces all previous versions.

2.1 Business Continuity Planning

Tool-O seeks to maintain reasonable business continuity plans designed to support the continuation or timely restoration of critical Platform services during disruptive events.

2.2 Critical Services

Business continuity planning may prioritise services including:

• User Account access;

• Listings;

• Bookings;

• payment processing;

• customer support;

• Platform security;

• communications;

• Claims administration.

2.3 Risk Assessment

Tool-O may periodically assess risks that could affect business continuity, including:

• cybersecurity incidents;

• cloud service interruptions;

• hardware failures;

• software failures;

• telecommunications outages;

• natural disasters;

• utility failures;

• third-party service disruptions;

• workforce disruptions;

• other operational risks.

2.4 Incident Response

Where reasonably appropriate, Tool-O may activate internal incident response procedures designed to:

• assess the incident;

• minimise disruption;

• protect Users;

• secure information;

• restore critical services;

• coordinate recovery activities.

2.5 Disaster Recovery

Tool-O may maintain disaster recovery processes designed to support the restoration of critical systems, infrastructure and operational capabilities following significant disruption.

2.6 Backup Systems

Tool-O may maintain backups of critical business information and Platform data to support operational recovery and business continuity.

Backup procedures may be reviewed periodically to assist recovery readiness.

2.7 Third-Party Providers

Tool-O relies on certain third-party providers to support Platform operations.

Where reasonably practicable, Tool-O seeks to engage providers that maintain appropriate business continuity, resilience and disaster recovery capabilities.

2.8 User Communications

Where significant service disruptions occur, Tool-O may provide updates through the Platform, email or other appropriate communication channels where reasonably practicable.

2.9 Continuous Improvement

Tool-O may periodically review business continuity arrangements following:

• significant incidents;

• operational testing;

• technological changes;

• identified risks;

• lessons learned.

2.10 Operational Flexibility

Tool-O may implement temporary operational measures during disruptive events where reasonably necessary to maintain essential Platform services, protect Users or facilitate recovery.

3.1 Incident Identification

Tool-O may implement processes designed to identify incidents that could materially affect the availability, integrity or continuity of Platform operations.

Incidents may include:

• cybersecurity events;

• system failures;

• cloud infrastructure outages;

• payment service disruptions;

• data loss;

• telecommunications failures;

• third-party service interruptions;

• natural disasters;

• other significant operational events.

3.2 Incident Assessment

Where an incident occurs, Tool-O may assess:

• the nature of the incident;

• affected systems;

• operational impact;

• security implications;

• potential User impact;

• recovery priorities.

3.3 Incident Response

Tool-O may implement reasonable response measures designed to:

• contain the incident;

• minimise disruption;

• protect Platform information;

• maintain essential services where reasonably practicable;

• coordinate recovery activities;

• reduce further operational impact.

3.4 Recovery Priorities

During a significant disruption, Tool-O may prioritise the restoration of:

• Platform security;

• User authentication;

• Booking functionality;

• payment services;

• communications;

• customer support;

• other critical operational systems.

3.5 Temporary Service Limitations

Where reasonably necessary, Tool-O may temporarily suspend, restrict or modify certain Platform features during recovery activities to protect Users, maintain security or restore normal operations.

3.6 Recovery Testing

Tool-O may periodically test elements of its business continuity and disaster recovery arrangements to improve operational preparedness and identify opportunities for improvement.

3.7 Internal Coordination

Authorised personnel may coordinate recovery efforts by allocating responsibilities, monitoring recovery progress and facilitating communication between relevant internal teams and service providers.

3.8 External Coordination

Where appropriate, Tool-O may coordinate with:

• cloud service providers;

• payment providers;

• technology vendors;

• cybersecurity specialists;

• legal advisers;

• regulators;

• emergency services;

• other relevant organisations.

3.9 Post-Incident Review

Following a significant incident, Tool-O may conduct a review to identify:

• contributing factors;

• lessons learned;

• operational improvements;

• security enhancements;

• resilience improvements;

• policy updates where appropriate.

3.10 Business Resilience

Tool-O seeks to strengthen its operational resilience through ongoing planning, testing, monitoring and continuous improvement so that critical Platform services can be restored as efficiently as reasonably practicable following disruptive events.

4.1 Governance

Tool-O is responsible for administering this Business Continuity Policy and may maintain internal governance processes to support business continuity planning, incident response and operational resilience.

4.2 Compliance

Tool-O seeks to manage business continuity in accordance with applicable laws, contractual obligations and relevant industry practices where appropriate.

Nothing in this Policy excludes, restricts or modifies any rights or obligations that cannot lawfully be excluded.

4.3 Policy Review

Tool-O may periodically review this Policy to reflect:

• changes in business operations;

• technological developments;

• emerging risks;

• lessons learned from incidents;

• regulatory developments;

• evolving industry practices.

4.4 Training and Awareness

Where reasonably appropriate, Tool-O may provide internal guidance, procedures or training to personnel responsible for supporting business continuity and incident response activities.

4.5 Testing and Improvement

Tool-O may periodically review and test aspects of its business continuity arrangements to improve operational readiness, identify deficiencies and strengthen organisational resilience.

4.6 Relationship with Other Policies

This Business Continuity Policy should be read together with the:

• Security Policy;

• Privacy Policy;

• Data Retention Policy;

• AI Policy;

• Platform Integrity Policy;

• Terms of Use;

• all other Platform policies.

Where there is any inconsistency, the Terms of Use prevail to the extent permitted by applicable law.

4.7 Contact

Questions regarding this Business Continuity Policy may be directed to Tool-O using the contact details published on the Platform.

4.8 Policy Updates

Tool-O may amend this Business Continuity Policy from time to time.

The latest version published on the Platform replaces all previous versions.

4.9 Commitment

Tool-O is committed to maintaining appropriate business continuity arrangements that support reliable Platform operations, minimise service disruption and promote the resilience of the Tool-O marketplace.

4.10 Final Statement

While unexpected events cannot always be prevented, Tool-O seeks to prepare for, respond to and recover from operational disruptions in a manner that supports Users, protects critical services and promotes the ongoing reliability of the Platform.

END OF BUSINESS CONTINUITY POLICY