# Maintenance Program > Three-year structured resilience program combining advisory services, technology platforms, and continuous improvement methodology to develop organisational business continuity and crisis management capabilities. *This content is available in full at: https://www.fixinc.io/maintenance-program* ## Organisational Resilience Challenges Organisations frequently encounter difficulties during disruptions due to insufficient preparation and reactive response approaches. **Common Operational Gaps**: - Crisis budgets typically misaligned with actual incident costs and resource requirements - Internal response capabilities often lack validation through testing or real-world application - Institutional knowledge gaps emerge during personnel changes or high-stress situations - Response procedures may be outdated, incomplete, or poorly understood by key personnel - Inadequate planning can erode stakeholder confidence and competitive positioning Major disruptions such as the COVID-19 pandemic and widespread technology outages have highlighted these preparedness gaps across industries and organisational sizes. ## Case Example: Supply Chain Resilience Impact In 2000, a fire at a Philips semiconductor manufacturing facility affected multiple technology companies. The incident demonstrated contrasting approaches to business continuity: **Ericsson**: Experienced significant operational and financial impact due to limited contingency planning for critical supplier disruption. **Nokia**: Activated existing business continuity procedures, enabling continued operations and market position strengthening during the same period. This example illustrates how prepared organisations can maintain or improve performance during external disruptions that severely impact competitors with similar exposure but less comprehensive planning. ## About Maintenance Program The Maintenance Program is a three-year structured approach that combines advisory services, resilience technology tools, and continuous improvement processes to develop organisational resilience capabilities. The program aligns with the Best Practice Guidelines of the Business Continuity Institute and global standard ISO 22301:2019 components through a Plan-Do-Check-Act methodology delivered across quarterly phases. Program components include business impact analysis, continuity plan development, team training, scenario exercises, and access to Fixinc software including business impact analysis software, AI readiness, documentation storage, checklists, and implementation tracking tools. ### Program Structure The program follows a Plan-Do-Check-Act (PDCA) methodology delivered over four quarterly phases each year: 1. **Plan** (Phase 1): Establish risk management frameworks, develop policies, and document procedures through stakeholder workshops and planning sessions 2. **Do** (Phase 2): Implement business continuity plans, conduct team training, and execute scenario exercises to build operational capabilities 3. **Check** (Phase 3): Review program effectiveness through validation exercises, capability assessments, and performance measurements against established metrics 4. **Act** (Phase 4): Apply lessons learned from reviews and incidents, update plans based on organisational changes, and prepare for the following year's cycle ### Program Components Each program year includes 15 components organised across advisory services, tactical response capabilities, and technology platforms. Components marked as "adjustable" are scaled based on organisational size and program requirements. #### Advisory Services (Included) - **Business Impact Analysis** (adjustable): [Learn more](https://docs.fixinc.io/disciplines/business-impact-analysis.md) - **Business Continuity Plan Development** (adjustable): [Learn more](https://docs.fixinc.io/disciplines/business-continuity-plan.md) - **Team Training** (adjustable): [Learn more](https://docs.fixinc.io/service/resilience-training.md) - **Scenario Exercises** (adjustable): [Learn more](https://docs.fixinc.io/service/scenario-exercise.md) - **High Performance Training** (adjustable): [Learn more](https://docs.fixinc.io/disciplines/agile-training.md) #### Advisory Services (Optional Add-ons) - **3rd Party Review**: Annual audit and assessment of supplier business continuity plans, validation processes, and resilience documentation with vulnerability reporting #### Tactical Response (Optional Add-ons) Emergency support tools activated during active incidents or crises: - **FACT24 ENS+**: [Learn more](https://docs.fixinc.io/technology/f24.md) - **On-call Advisory Board**: [Learn more](https://docs.fixinc.io/advisory-board.md) #### Technology Platform (Included) Maintenance Program clients receive access to Fixinc's technology platform during program enrollment: **Included Software**: - **Documentation Storage**: Minimum 100GB capacity for business continuity plans, organisational charts, and resilience documentation with continuous AI-powered threat analysis - **Checklists**: Pre-built and customisable operational checklists for incident response - **Program Implementation Plans**: Structured project plans and milestone tracking for program delivery - **Threat Newsletter**: Regular threat landscape updates and analysis via [Unbreakable Ventures](https://www.unbreakableventures.com) - **Fixinc Client Portal**: [Learn more](https://docs.fixinc.io/technology/client-portal.md) **Access Terms**: Software access begins during program onboarding, with some tools like the client portal available immediately. Tool updates and enhancements are included throughout the program duration without additional cost. Specific usage terms and limitations are established during contract negotiation based on organisational requirements. #### Technology Platform (Optional Add-ons) - **Threat Intelligence**: Curated threat monitoring and analysis specific to program participants - **Digital Business Impact Analysis Software**: Online toolkit for conducting and managing business impact assessments. [Learn more](https://docs.fixinc.io/technology/business-impact-analysis.md) - **Digital Business Continuity Plan Software**: Centralised platform for developing and maintaining continuity plans. [Learn more](https://docs.fixinc.io/technology/business-continuity-plan.md) ### Program Timeline The program operates on annual cycles with four phases, repeated over three years. Each cycle includes specific deliverables and activities scheduled across 12-month periods. #### Phase 1: Planning and Setup (January-March) - Annual stakeholder engagement meeting with key decision-makers - Development and delivery of annual maintenance schedule - Creation of annual exercise strategy tailored to organisational priorities - Implementation and configuration of technology solutions #### Phase 2: Review and Update (April-July) - Two-day on-site visit including stakeholder interviews and facility review - Comprehensive review and revision of all response documentation - Distribution of updated digital response plans and procedures #### Phase 3: Validation and Testing (August-October) - 30-minute warden awareness session for emergency response teams - 3-hour crisis scenario exercise with management participation - 3-hour skills training session for response teams - Full-day critical business function testing and validation - Post-exercise analysis reports with findings and recommendations - Updated response documentation incorporating exercise learnings - Training record management and compliance tracking - 20-user FACT24 crisis management platform access - Executive and board-level presentations on program status - Annual assurance and compliance statement delivery #### Phase 4: Review and Planning (November-December) Program year completion and preparation for the following cycle. Activities include review of any actual disruptions that occurred during the year, assessment of organisational changes, and adjustment of the following year's program strategy based on lessons learned and evolving requirements. **Program Flexibility**: 60-day notice period available for program modifications or withdrawal. ### Investment Structure Program investment varies based on organisational size, selected components, and regional delivery requirements. The maintenance model provides cost predictability through fixed three-year pricing with quarterly payment schedules. **Cost Comparison Framework**: - Standard approach: Individual service pricing that typically increases 10-15% annually due to inflation and scope expansion - Maintenance Program approach: Fixed three-year rate representing approximately 15-20% savings compared to purchasing equivalent services individually **Pricing Structure**: - Three-year fixed pricing with no annual increases - Quarterly advance payments - First payment acts as program deposit - Optional components priced separately based on scope and usage requirements Investment levels are determined during initial consultation based on organisational complexity, geographic coverage requirements, and selected program components. ### Program Terms - **Fixed three-year pricing**: Program costs remain unchanged throughout the three-year contract period - **Early access to new offerings**: Priority consideration for new software, tools, or program components before general release - **Flexible contract terms**: Contract terms established during initial negotiations with modification options available - **Quarterly payment schedule**: Payments processed every three months via direct debit over three years - **60-day cancellation notice**: Program cancellation available at any time with 60-day advance notice requirement - **Automatic renewal option**: Program continues into subsequent three-year periods unless cancellation notice provided - **30% initial deposit**: First payment equals 30% of first-year program cost, retained in event of cancellation - **Continuous annual delivery**: Program activities maintain consistent momentum across the three-year period - **Advisor consultation included**: Phone and email consultation with Fixinc advisors included without additional hourly charges ### Onboarding Process Standard onboarding targets seven-day completion, dependent on client response times for required information and approvals. **Timeline Overview**: - **Day 1**: Scope confirmation through 45-minute consultation call to establish program objectives and requirements - **Days 2-3**: Program proposal development and delivery in digital and PDF formats with scope refinement - **Day 4**: Contract execution with 30% deposit payment to secure program scheduling and initiate delivery - **Day 5**: Engagement workshop with project stakeholders to align on deliverables and milestones - **Days 5-6**: Schedule finalisation and integration into Fixinc client portal and project management systems - **Day 7**: Account setup completion including technology access provisioning and administrative processes **Timeline Variables**: Onboarding duration may extend based on client availability for calls, document review timelines, and internal approval processes. --- **View this page online:** https://www.fixinc.io/maintenance-program For program inquiries: [Contact Fixinc](https://www.fixinc.io/contact) | info@fixinc.org | +64 800 349 462