Quality System

Procedure
Jabil Global Services India
Pvt. Ltd

QUALITY SYSTEM PROCEDURES

As per TL 9000 R 5.0 / V 1.0 Standard

Procedure for Disaster Response &

Recovery
QSP - 02
Based on
TL 9000 Requirements Release 5.0
Version 1.1

Jabil Global Services

India Private Limited

Copyright 2014
Reproduction in whole or part requires the express written permission of
Jabil Global Services
The master version of this document resides with the Jabil Quality Department in electronic form.
All other printed copies are for reference only.

Doc No: JBL.QSP 02

Issue: 01

Rev.: 02

Date: 24.04.2014

Page 2 of 9

Approved By: MD

QUALITY SYSTEM PROCEDURES

As per TL 9000 R 5.0 / V 1.0 Standard

DISTRIBUTION CONTROL

ISSUE NUMBER

: 01

REVISION

: 02

ISSUED ON

: 24 Feb, 2014

This Quality System Procedure has been prepared as per the requirements of TL 9000 Release
5.0. The Contents of this manual are the sole property of Jabil Global Services India Private
Limited, 147, Sector-5, IMT Manesar 122 051, Haryana, India.
No part of this manual can be reproduced in part or full without the written permission of the
Managing Director.

Prepared By:
Approved By:
Date

Doc No: JBL.QSP 02

Issue: 01

Management
Representative
Managing
Director
24 Feb 14

Rev.: 02

Date: 24.04.2014

Page 3 of 9

Approved By: MD

QUALITY SYSTEM PROCEDURES

As per TL 9000 R 5.0 / V 1.0 Standard

AMENDMENT SHEET
To ensure that each controlled copy of Quality System Procedure contains a complete
record of amendments, this amendment sheet is updated and issued by Management
Representative with each set of revised/new chapter(s) of the quality system procedures.
AMENDMENT RECORD
QSP No.

Page
No.

02

Doc No: JBL.QSP 02

Amendment Details
Mumbai, Bangalore & Kolkata
added as Repair facility

Issue: 01

Rev.: 02

Revised
No.

Date of
Rev.

Approved By
M.R.

1.1

24th Feb
14

Subhendu
Chakrabarty

Date: 24.04.2014

Page 4 of 9

Approved By: MD

QUALITY SYSTEM PROCEDURES

As per TL 9000 R 5.0 / V 1.0 Standard

CONTENT SHEET
Section
QSP-02

Doc No: JBL.QSP 02

Description

TL9000
clause

Procedure for Disaster Response & Recovery

Issue: 01

Rev.: 02

Date: 24.04.2014

Page No.
6

Page 5 of 9

Approved By: MD

QUALITY SYSTEM PROCEDURES

As per TL 9000 R 5.0 / V 1.0 Standard

Procedure for Disaster Response & Recovery

1.0

QSP-02

Purpose
This procedure defines the disaster response and recovery plan which includes the
methods and processes to fully support our key customers, business objectives and
commitments.

2.0

3.2.1
3.2.2

Associated Forms and Procedures

2.1 WIDR - 01 Disaster Recovery Work Instruction
2.2 WIDR 02 Work Instruction on Emergency Responsiveness & Preparedness
3.0

Jabils Disaster Protection and Recovery

3.1 Is built on the foundation of redundancy in numerous aspects of our business including
the processes and systems employed by Jabil in support of our customers.
3.2 The disaster recovery strategy has two major components:
Failure prevention.
Recovery after a disaster or failure.
3.2.2.1 To prevent failures we have designed many redundancies into all of our
processes, systems and network environment. As an example, Jabils critical
systems such as the ERP and Email are housed in the corporate Data Center
which is located in an offsite co-location facility, which provides redundant
power, network, and advanced fire protection systems to ensure five nines
availability of these systems. Each key systems server housed in the
corporate data center are provided multiple network connections to the
network core, which is in turn designed with automated failover capability in
the event of an equipment failure.
3.2.2.2 For interoffice connectivity, Jabil employs a fully meshed network (meaning
every site has two or more connections to other nodes in the network) with
backup connections available in the event of a link failure.
3.2.2.3 The computer servers themselves are architected to be fault tolerant as well.
For the ERP system, Jabil has application servers that are load balanced. In
the normal scenario servers are active and split the processing load. These
servers are sized so that one server has enough capacity to process all
transactions without degrading performance.
3.2.2.4 Jabil has two database servers that are configured in a cluster configuration.
3.2.2.4.1 In a clustered configuration only one server is active. The backup server
becomes active through an automated failover sequence, when the primary
server fails.
3.2.2.4.2 Both the application and database servers have fault tolerant features built in,
such as multiple power supplies, fans, and CPUs. Other fault tolerant features

Doc No: JBL.QSP 02

Issue: 01

Rev.: 02

Date: 24.04.2014

Page 6 of 9

Approved By: MD

QUALITY SYSTEM PROCEDURES

As per TL 9000 R 5.0 / V 1.0 Standard

include error correcting memory and hot swappable RAID internal hard disk
drives.
3.2.2.4.3 The external storage subsystem is also robust and has many fault tolerant
features, including redundant disk controllers, hot swappable RAID disks and
multiple network interfaces through fiber channel fabric. In summary, we have
a production computing environment that is robust and fault tolerant.
3.2.2.5 When a major catastrophe or failure strikes we then can restore the system
using backup data. To be prepared in the event of such failures Jabil stores
backup tapes for the Oracle server (Jabil ERP System), email server and
critical file servers in an off-site location weekly. In the event of a major
catastrophic failure, Jabil can retrieve the backup tapes out of the off-site vault
and restore them on spare hardware maintained at a recovery site.
3.2.2.6
With this redundancy, Jabil is able to continue to service our warehouses,
sales, engineering and technical support locations throughout India even
when one of our servers or the communication link to any given location(s) are
interrupted.
4.0

Operational Disaster Preparedness and Recovery

Each facility creates and maintains a Disaster Recovery Work Instruction which includes
resource lists and information pertinent to the facilitys recovery. Each Work Instruction
is reviewed on a quarterly basis to reflect changes in personnel.

4.1

5.0

Managed by Project Manager: The Project Manager leads our physical preparedness
and response efforts. Jabil has the large warehouses and logistics facilities listed in
Table 1 Jabil Facilities.
4.2 In addition to these backup physical locations we also have the fully staffed satellite
facilities, with smaller warehousing facilities listed in Table 1 Jabil Facilities. Using our
ERP system and network, Jabil can purchase needed materials from our Supply Chain
of approved suppliers, routinely used and contained in the supplier database. Should it
be necessary, Jabil can call upon these OEM and resellers to drop ship product directly
to our customers or to ship material to alternately directed Jabil locations.Repair services
can be performed at any of the repair facilities listed in Table 1 Jabil Facilities.
Backup Customer and Procurement Support
5.1 Is to be provided by the Account Manager (Sales) and Marketing and Commercial
Manager through sales and purchasing personnel.
5.2 These facilities and offices provide us with a great deal of redundancy in serving and
maintaining contact with our customers from many different interconnected offices and
locations.
5.3 We have two outside sales personnel, one in Philippines and one in Kuala Lumpur.
They each have separate contact lists of all key personnel that we deal with in these
companies.

Doc No: JBL.QSP 02

Issue: 01

Rev.: 02

Date: 24.04.2014

Page 7 of 9

Approved By: MD

QUALITY SYSTEM PROCEDURES

As per TL 9000 R 5.0 / V 1.0 Standard

5.4 All of our sales personnel, whether working from a Jabil office, from their homes, in
hotels or remote locations can access our Oracle ERP search, quotation, sales and
order entry applications.
6.0

Technical Backup
6.1 Jabil has engineering, installation and technical support personnel; all connected via our
Company wide Oracle application and network.
6.2 IT support and helpdesk technical assistance is currently available from Puchong.

6.3

Jabils IT systems (ERP Applications and email) contain a variety of security features,
including restricted privileges to selected personnel as well as protective firewalls and
email controls. These controls and capabilities are monitored and updated for continual
improvements in security and disaster recovery by our Project Manager and his staff on
IT.

7.0

Crisis Communication with customers

7.1

Jabil provides all of its major customers with alternate Telephone/Mobile Nos. This
service insures that any customer calling one of our locations will be contacted within an
hour. Should Jabil be experiencing a major catastrophe, needed for a specific customer
situation, the call will be directed to backup personnel and the customer need will be
tracked to completion.
Table 1
Facility

State/Province

Receiving/Shipping

Warehousing

Test/Repair

Manesar

Haryana

Yes

Large

Yes

Mumbai

Maharashtra

Yes

Small

Yes

Bangalore

Karnataka

Yes

Small

Yes

Kolkata

West Bengal

Yes

Small

Yes

Situation
IT Failure
Power Failure
Fire

Doc No: JBL.QSP 02

Whom to Notify

Acting Authority

Step Coordinator

Subhendu Chakrabarty

Tarun Chibb

Sanjay Vidyarthi

Respective Program Managers

Perwez Ahmad

Subhendu Chakrabarty

Subhendu Chakrabarty

Perwez Ahmad

Subhash Kajala

Issue: 01

Rev.: 02

Date: 24.04.2014

Page 8 of 9

Approved By: MD

QUALITY SYSTEM PROCEDURES

As per TL 9000 R 5.0 / V 1.0 Standard

Other Acts of
God

Doc No: JBL.QSP 02

Subhendu Chakrabarty

Issue: 01

Rev.: 02

Perwez Ahmad

Date: 24.04.2014

Sanjay Vidyarthi

Page 9 of 9

Approved By: MD