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Crisis Management – Process & Review

Crisis Management – Process & Review. Robert DiLossi – Director Crisis Management Robert.DiLossi@sungard.com 215-446-2205 Office. Steps to declare a disaster…. (866) 722-1313 or 215-351-1313 (Service Desk) or Call Logged, Appropriate Staff Notified Call Back Process

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Crisis Management – Process & Review

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  1. Crisis Management – Process & Review Robert DiLossi – Director Crisis Management Robert.DiLossi@sungard.com 215-446-2205 Office

  2. Steps to declare a disaster… • (866) 722-1313 or 215-351-1313 (Service Desk) or • Call Logged, Appropriate Staff Notified • Call Back Process • Disaster Declaration Authorization List (DDA) • Password Authorized, if applicable • Identify and Review Declaration • Needs/Alternatives • Site Preparation

  3. ‘Alerts’ – what are the advantages… • No cost to You, our Customer • Heightened awareness • Review last test, DDA, etc. • Logistics • Review contract requirements/alternatives • Document configuration requirements • Follow up on every alert until issue is resolved

  4. Alerts via Phone Alerts via RSPortal Alert Totals – 2010 # of Alerts 2010 (Source: SunGard Availability Services US data) – Chart 1

  5. Proactive Calling Map Mt. St. Helens Eruption 2003 Northeast Power Outage N. CA Earthquake Hurricanes California Fires

  6. Proactive Calling, what we review… • Communication Tools and Protocols • Review Contract, DDA, etc. • Recovery Plans and Last Test • Logistics / Travel / Evacuations • Roles & Responsibilities • Tape and Vendor Availability • Damage Assessment Teams • Timeline • Corporate and External Agency Activation

  7. Crisis Management Center

  8. SunGard Availability Services Key Lessons Learned over the years… • Key Players Unavailable or Missing • Communication Issues • Lack of Transportation/Lodging/Logistics • No Plan for Extended Recoveries • Outdated Documentation/Scripts (i.e., DDA, Technical Scripts, Employee Contact Lists, etc.) • Difficulty Accessing Tapes/Data/Documentation • Incomplete Contracts – Any Vendor (i.e., Media Storage, Insurance, Fuel, etc.) • Lack of Content “Business Continuity Plans”

  9. Declarations Alerts SunGard Total Resource Utilization # of Disasters per Event September 11,2001 TerroristAttack 2003Northeast Power Outage 2004Hurricane Season 2005Hurricane Season 2008 Hurricane Season Total Resource Utilization 39% 35% 40% 43% 32% Note: SunGard total utilization has never exceeded 43% (Source: SunGard Availability Services US data) – Chart 2

  10. SunGard Disaster experience per year (Source: SunGard Availability Services US data) – Chart 3

  11. BombThreat/ Evacuation BuildingDamage, Gas/ Water Break Earthquake Fire/Electrical,Explosion Flood Hardware Failure Hurricane/Weather NetworkOutage PowerOutage Software Terrorism Types of Disasters or Major Business Disruptions: Declaration Events • SunGard: 100% success rate for customer recoveries(2,406 to date) # of Disasters Event Type (Source: SunGard Availability Services US data) – Chart 4 – Since 1999

  12. Disasters by Platform # of Disasters SGN, TS,Internet,Sorter AS/400 DEC Dedicated/HA HP9000 ManagedServices Main-frame Mega-voice MMC,Gensets,VSAT PCLAN(Intel) RS6000 SUN Micro TradingFloor WorkforceContinuity Platform Type (Source: SunGard Availability Services US data) – Chart 5 – Since 1999

  13. Disaster Experience – Recovery Options # of Disasters Hotsite(Center Based or Mobile in Hotsite) Mobile Generators Shipped Mobile(Shipped Equipment) Mobile Datacenter or Metrocenter Deployed Recovery Options (Source: SunGard Availability Services US data) – Chart 6 – Since 2004

  14. Disasters Declared by Business Type (Source: SunGard Availability Services US data) – Chart 7

  15. Workforce Continuity seats used - by Facility - 2010 (Source: SunGard Availability Services US data) – Chart 8

  16. Workforce Continuity disaster event types - 2010 (Source: SunGard Availability Services US data) – Chart 9

  17. SunGard Disaster Experience Average # of Days in Disaster Mode Hotsite Mobile (Source: SunGard Availability Services US data) – Chart 10

  18. SunGard Disasters allocated by Facility (Source: SunGard Availability Services US data) – Chart 11

  19. What can you do at – www.mysungard.com DDA Online – Your Disaster Declaration Authorization (DDA) Form is a list of individuals who are authorized to declare a disaster for your company. Logon to www.mysungard.com • Access and Update DDA Information 24/7 by person or by schedule • Delegate access to DDA Information by company, person and by schedule • Data is updated within the hour for final changes • Alerts Online • Access and submit online Alerts 24/7 via the Recovery Services Portal • Customer will receive call back on all alerts • No costs to Customer • Crisis Management Information and Tips • Sample disaster timeline • Alert, Disaster and Mock Disaster Flow Chart • Disaster Workbook • Crisis Management Statistics • Document Repository (new in 2010) • Add critical business recovery documents 24x7x365

  20. Thank You! – Questions?

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