Business Function or Process Business Impact Factor Recovery Time Objective IT Systems/Apps Infrastructure Impacts Internal and external voice communication with customers in real time Critical 8 hours VoIP Call Servers DNS LAN-to_WAN Network Internal and external email communication with customers via store and forward messaging Critical 4 hours Email Server LAN-to-WAN Network Domain Name Server (DNS) for internal and external Internet Protocol (IP) communications Critical 4 hours Dns Server LAN- I-WAN Network Internet connectivity for email and store and forward customer service Critical 4 hours WAN LAN-to-WAN Network Self-service Web site for customer access to information and personal account information Major 36 hours Customer Service Servers LAN-to-WAN Network e-Commerce site for online customer purchases or scheduling 24 x 7 x 365 Critical 12 hours Web Servers LAN-to-WAN Network Payroll and human resources for employees Major 48 hours LAN Payroll Servers HR Servers Real-time customer service via Web site, email, or telephone requires customer relationship management (CRM) Critical 8 hours VoIP Call Servers WAN LAN-to-WAN Network Network management and technical support Major 24 hours LAN-to-WAN Network Marketing and events Minor 1 week Marketing & Events Server LAN Sales orders or customer/student registration Critical 8 hours Local Sales Servers LAN-to-WAN Network Remote branch office sales-order entry to headquarters Critical 8 hours Remote Sales Servers Local Sales Servers WAN LAN-to-WAN Network Voice and email communications to remote branches Major 48 hours VoIP Call Servers LAN-to-WAN Network Accounting and finance support: Accounts payable, Accounts receivable, etc Major 48 hours LAN Accounting Servers