Running an online business comes with its own set of risks, from cyber attacks to server outages and even natural disasters that can disrupt your operations. Having a business continuity plan is not just for big corporations—it’s essential for any business that wants to keep running smoothly when things go wrong. In this guide, you’ll learn how to put together a straightforward plan to help your online business stay on track during unexpected events.
What Is a Business Continuity Plan?
A business continuity plan (BCP) is a document that outlines how your business will keep operating during and after a disruption. For online businesses, this means having steps in place to protect your website, data, and customer service, so you can keep trading even if something goes wrong.
Why Every Online Business Needs a Continuity Plan
Online businesses rely heavily on technology. If your website goes down, your payment system fails, or your data is lost, you could lose customers and income. A good plan helps you respond quickly, reduce downtime, and protect your reputation.
Step 1: Identify Your Key Business Functions
Start by listing the most important parts of your business. For an online business, these might include your website, online store, customer support, payment processing, and digital marketing channels. Think about what you need to keep running to serve your customers.
How to List Your Key Functions
Write down each function and ask yourself: “If this stopped working, how would it affect my business?” This helps you see which areas need the most protection.
Step 2: Assess the Risks
Next, look at what could go wrong. Common risks for online businesses include:
- Cyber attacks (like hacking or phishing)
- Server outages or hosting problems
- Data loss or corruption
- Payment gateway failures
- Staff illness or unavailability
- Natural disasters affecting your office or data centre
For each risk, think about how likely it is and how much damage it could cause. This helps you focus on the biggest threats.
Step 3: Develop Strategies to Manage Each Risk
Now, come up with ways to reduce the impact of each risk. Here are some ideas:
- Cyber attacks: Use strong passwords, enable two-factor authentication, and keep your software up to date. Consider using a reputable web application firewall.
- Server outages: Choose a reliable hosting provider with good uptime guarantees. Set up website monitoring to alert you if your site goes down.
- Data loss: Back up your data regularly, both on-site and in the cloud. Test your backups to make sure they work.
- Payment failures: Have more than one payment gateway if possible, so you can switch if one goes down.
- Staff issues: Document your processes so someone else can step in if a team member is unavailable.
- Natural disasters: Store important files in the cloud and make sure you can access your systems remotely.
Step 4: Create an Emergency Contact List
If something goes wrong, you’ll need to get in touch with key people quickly. Make a list of:
- Staff members and their roles
- IT support contacts
- Hosting provider support
- Payment gateway support
- Key suppliers or partners
Keep this list somewhere you can access it even if your main systems are down.
Step 5: Write Simple Step-by-Step Procedures
For each risk, write down what to do if it happens. Keep the instructions clear and easy to follow. For example:
- If the website goes down, check the hosting provider’s status page, contact support, and post updates on your social media.
- If you suspect a cyber attack, disconnect affected devices, change passwords, and contact your IT support.
Having these steps written out means you won’t have to think on your feet during a crisis.
Step 6: Test Your Plan
A plan is only useful if it works. Set aside time to test your procedures. For example, try restoring your website from a backup or run through a mock scenario where your payment gateway fails. This helps you spot any gaps and gives your team confidence.
Step 7: Keep Your Plan Up to Date
Your business will change over time, and so will the risks. Review your plan every six months or after any major change, like launching a new product or switching hosting providers.
Tips for Online Businesses
- Automate backups: Use tools that automatically back up your website and data.
- Monitor your website: Set up alerts so you know straight away if your site goes down.
- Train your team: Make sure everyone knows what to do in an emergency.
- Communicate with customers: If there’s a disruption, let your customers know what’s happening and what you’re doing to fix it.
Sample Business Continuity Plan Template
Here’s a simple template you can use to get started:
1. Key Business Functions
- Website and online store
- Payment processing
- Customer support (email, chat, phone)
- Order fulfilment
2. Risks and Responses
| Risk | Response Plan |
|---|---|
| Website outage | Contact hosting support, update customers via social media, switch to backup site if available |
| Data loss | Restore from latest backup, notify affected customers if needed |
| Payment failure | Switch to alternative gateway, contact provider |
| Cyber attack | Isolate affected systems, reset passwords, inform IT support, notify customers if needed |
3. Emergency Contacts
- Hosting provider: [Name, phone, email]
- IT support: [Name, phone, email]
- Payment gateway: [Name, phone, email]
- Key staff: [Names, roles, contact details]
4. Step-by-Step Procedures
- Website down: [Detailed steps]
- Data loss: [Detailed steps]
- Payment issue: [Detailed steps]
- Cyber attack: [Detailed steps]
5. Review Dates
- Last reviewed: [Date]
- Next review: [Date]
Real-World Example: Small Online Retailer
Let’s say you run a small online shop selling handmade jewellery. Your key business functions are your website, payment processing, and customer service. You back up your website every night using a plugin, and you have two payment gateways set up. If your main payment provider goes down, you can quickly switch to the backup. You keep a printed list of emergency contacts in your home office, just in case you can’t access your computer.
When a server outage hit your hosting provider last year, you followed your plan: you checked the status page, contacted support, and posted updates on your Instagram and Facebook pages. Your customers appreciated the quick communication, and you were back online within a few hours.
Frequently Asked Questions
Review your plan at least twice a year, or whenever you make a big change to your business.
Yes. Even if you’re the only person in your business, a plan helps you act quickly and avoid panic if something goes wrong.
A business continuity plan covers how you’ll keep your business running during a disruption. A disaster recovery plan is more focused on restoring your IT systems and data after a major incident. For online businesses, these plans often overlap.
Check out the Australian Cyber Security Centre’s Small Business Guide for practical tips, or the Business.gov.au guide to business continuity planning.
Final Thoughts
A business continuity plan doesn’t have to be complicated. By taking a few simple steps, you can protect your online business from the unexpected and keep your customers happy. Start small, keep your plan up to date, and make sure everyone on your team knows what to do. It’s a bit of work now, but it can save you a lot of stress later.