How Online Water Bill keeps water association billing, customer portals, and support available through infrastructure incidents, vendor outages, and staff turnover. For contractual uptime, backup, and support targets, see the Support Agreement & SLA.
This Business Continuity Statement describes how Online Water Bill LLC (doing business as OnlineWaterBill or OWB) plans to maintain and restore the services water associations rely on during a disruption. It is an informational summary for boards, clerks, and auditors. Contractual commitments appear in the Support Agreement & SLA and Service Agreement; if this statement and those documents differ on a specific commitment, the signed agreements control.
Water associations need billing to continue through storms, vendor incidents, and personnel changes. OWB operates a fully hosted platform so associations are not dependent on a PC in a clerk’s office or a single on-site backup tape.
This statement covers:
This statement does not replace an association’s own emergency plans for field operations, water delivery, or physical office access.
For each association tenant, OWB provides cloud-hosted access to:
Associations may continue accepting cash and checks at the office regardless of portal availability; those payment methods do not require the customer portal to be online.
OWB runs on managed cloud infrastructure rather than association-owned servers. The platform is designed so associations do not install billing software on a local PC, maintain their own database server, or manage their own off-site backup tapes.
OWB uses commercially available hosting, data storage, and payment services operated by third-party providers under industry-standard security and availability practices. OWB does not publish a vendor-by-vendor map of that stack on this page.
OWB monitors platform health and upstream service status internally and publishes a consolidated operational view at onlinewaterbill.com/status.html. A disruption may affect only part of the platform (for example, online payments may be unavailable while staff billing tools remain accessible, or vice versa, depending on the incident).
Association data stored in the platform remains the property of the association, as described in the Service Agreement.
As described in the Support Agreement & SLA, OWB maintains:
OWB targets restoration of platform access and data integrity as quickly as practicable after a confirmed incident. Critical issues (system down, payment processing failure, or suspected data loss) receive 24/7 response with a 2-hour initial response target and an 8-hour resolution target, as defined in the SLA priority table.
Actual recovery time depends on the nature and scope of the incident, including third-party provider outages outside OWB’s direct control.
Associations may request data exports during normal operations or upon termination, as described in the Service Agreement and SLA. Associations should also retain archival copies of historical billing from prior systems; OWB does not import legacy invoice history from other vendors.
OWB commits to 99.5% uptime for the platform while an association actively uses the service, excluding scheduled maintenance, as detailed in the SLA.
OWB uses platform monitoring, upstream status signals, and customer reports to detect outages and degradations. When an incident affects associations, OWB:
Associations should designate at least two contacts who can receive incident updates (for example, the billing clerk and a board officer or backup staff member).
Online payments are handled by a PCI DSS Level 1 certified third-party processor. OWB does not store full card numbers on association servers. Payment security details are in the security and privacy policy.
If online payment processing is unavailable:
Settlement timing and dispute handling remain governed by the payment processor’s terms and the Service Agreement.
Associations can reduce billing disruption by planning ahead:
OWB onboarding includes hands-on setup and training so a backup staff member can run a billing cycle if the primary clerk is unavailable.
Online Water Bill LLC is a fully remote company based in Newton County, Arkansas, with no central office that associations depend on for service delivery. Platform operations, support, and engineering do not require staff to access a single physical site.
OWB maintains administrative access controls, secure credentials, and documented procedures so more than one team member can respond to a platform incident.
Neither OWB nor an association is fully immune to large-scale events (extended regional outages, natural disasters, widespread internet failures, or third-party provider incidents). The SLA force majeure section applies to contractual obligations. During such events, OWB will use commercially reasonable efforts to restore service and communicate with affected associations.
OWB reviews this statement periodically and updates it when infrastructure, support practices, or contractual commitments change materially. The effective date at the top of this page reflects the latest published version.
Associations with questions about continuity planning for an upcoming board review or audit may contact OWB using the information below.
Online Water Bill LLC (OnlineWaterBill)
Email: brie@onlinewaterbill.com
Support phone: (479) 530-2705
Sales & demos: (479) 858-2002
Mailing address: PO Box 33, Deer, AR 72628