Disaster Recovery Presented by MicroAge

1. Disaster Recovery   Presented by MicroAge

2. Programme • Introduction to MicroAge • Maria FioreBusiness Development Manager MicroAge Canada • Disaster Recovery • Brad HoffmanDirector of Service MicroAge • Pantea Buck Services Sales Executive Lenovo Canada • Q & A

3. MicroAge at a glance • Canada’s leading network of independently owned systems integrators and value-added resellers • Over 40 locations across Canada, many in operation since 1981 • Specializing in multi-vendor turnkey solutions: hardware + software + technical & professional services • Vast experience in SME & public sector

4. MicroAge Delivers • IT Solutions • Industry-leading IT products • IT consulting • Procurement planning • Training • Technical support • Flexible leasing/financing options

5. MicroAge: your trusted business technology partner • Highly qualified local IT personnel • Proven experience and IT knowledge breadth and depth • Strength of national network • Commitment to customer service excellence

6. Webinar presented by Brad Hoffman MicroAge Regina

7. Agenda Introduction/overview Key stress-relievers IT disaster recovery High availability/redundancy Business continuity planning Presentation format Definition Risks Benefits Deliverables Conclusion Summary Deliverables Q&A session

8. Introduction What drives your business? Your information technology systems Desktop & notebook computers Servers Printers, peripherals Your telecommunications systems Internet Telephony Sustained availability and reliability of these resources don’t happen without careful, effective planning, tools and processes Business continuity is the over-arching, ongoing program that keeps you on track

9. Stress-reliever #1: IT disaster recovery

10. What is IT disaster recovery? A solution for backing up your files and applications more efficiently and accessing them more quickly after a failure or outage. Caused by natural disaster, human error, internal/external attacks Essential attributes: Includes plans and processes for protecting digital resources and restoring access following a disruption Linked to a sound, company-wide crisis management strategy Includes all of the stages required for a quick recovery Involves input of all IT resource people: Technicians Managers Users

11. IT disaster recovery Risks Business disruption: Cost of downtime, damage to reputation Customer service & support: Zero tolerance for delays, errors Security: Data loss or damage, potential unauthorized access to sensitive information Compliance: Legal and/or industry requirements

12. IT disaster recovery • Benefits • With a good recovery plan and a well-prepared team, you will be able to: • Define and assign roles for your team for the management plan • Establish procedures to implement the strategy • Establish clear procedures and actions for re-establishing critical services • Have all of the necessary information in place in times of crisis • Update and improve your plan more easily (team-member replacements, training, etc.)

13. Stress-reliever #2: High availability/redundancy

14. What is high availability/redundancy? • A solution for eliminating risks of a single-point failure by using secondary (redundant) facilities or equipment • Achieves real-time synchronization of data • Provides an immediate- or near-immediate response to system failures depending on technologies used, needs and technical constraints • Internal system or via third-party (co-location) • Remote solution: Second site usually located within 10 kilometres • Localized solution: disk redundancy, server redundancy (load balancing, failovers), duplication of servers’ power supply • * * Separate from, and complementary to, disaster recovery solutions * *

15. High availability:How many “9s” do you need? Industry-standard (telecom) availability measures: 99%: system down 3.65 days per year 99.9%: system down < 8.75 hours per year 99.99%: system down < 52 minutes per year 99.999%: system down < 5.2 minutes per year 99.9999%: system down < 54.8 seconds per year 99.99999%: system down < 3.1 seconds per year ** The higher the availability standard, the greater the cost **

16. High availability/redundancy • Risks • Short-term: Costs of downtime • Business productivity • Customer relations • Company reputation • Long-term: Setbacks due to loss of business-critical information • Product development • Sales/business development records • Financial & business records • Customer information

17. High availability/redundancy • Benefits • Survivability of business • Ability to withstand serious incidents and quickly return to “business as usual” • Asset protection • Files and applications fully preserved via redundancy • Compliance • Meet or exceed legal/regulatory standards • System flexibility • Ability to adapt to changing conditions and needs

18. Stress-reliever #3: Business continuity planning

19. An ongoing, multi-phase program comprising a set of agreements and procedures, processes and technologies designed to: Prepare your business to operate in the face of major disasters or crises Natural and/or man-made disasters (ice storms, floods, earthquakes, fires, pandemics) Major system failures (electrical power, telecommunications networks) Prioritize all business processes and restore/recover the most important ones first Relocation of employees Sanitation risks Crisis management IT infrastructure and other business systems What is BCP?

20. Business Continuity Planning Business Emergency Plan Site Manager IT recovery plan in case of disaster Business/OperationsContinuity Plan Business Continuity Manager Disaster Recovery Plan IT contingency plan IT services Business owners IT response plan in case of cyber attack Communication Plan in case of crisis

21. Business continuity planning Methodologies Preventative measures: to avoid stoppages during disruptions Backup site Co-located site Mobile site Remedial measures: to restore operations after disruptions ** Preventative measures come first, but remedial measures also recommended

22. Business continuity planning Risks Short-term: Interruption of operations Loss of revenue Customer service disruptions Loss or damage to business-critical files Long-term impacts Loss of market share Reduced competitive advantage Loss of shareholder value

23. Business continuity planning Benefits Provides a coordinated document designed for all teams deployed when an incident disrupts critical business operations Proactive strategies and methods reduce the impact and consequences of major disruptive events Users can recognize the first signs of a problem, respond proactively IT managers have tools and processes in place to optimize service recovery time Facilitates faster return to normal business activities

24. Delivering the deliverables • The solution is MicroAge

25. Deliverables: IT disaster recovery • Risk assessment • Assessing the impact of a risk that effectively happens and determining when the impact is considered to be intolerable • Evaluation of impacts • Identifying costs and other impacts of downtime, financial, legal, business, etc. • Remediation path • Specifying requirements for achieving business goals and regulatory requirements

26. Deliverables: High availability/redundancy • Risk assessment • Establishes your Recovery Time Objective (RTO): How long can you afford to operate without your data • The shorter your RTO, the higher the cost • Key stress-reliever: Finding the right balance between cost and recovery speed • Needs analysis • Identifies infrastructure gaps and proposes solutions • Clustering • Virtualization • Replication products • Technology build/implementation • Infrastructure upgrades, expansion to meet availability/redundancy goals

27. Deliverables: Business continuity planning • Risk/impact assessment • Risks from identified threats • Risk mitigation measures • Needs assessment • To identify service availability priorities and risks in four key IT areas: servers, storage, networking, software • Plan development • Technical level: selection of best tools, methods (e.g., preventive, remedial) • User level: training, orientation • Recovery measures (data backup, restarting applications, restarting systems) • Plan testing & maintenance • To review and update BCP processes, practices, team competency levels (Minimum: yearly review)

28. Conclusion: Are you ready for the Unexpected? Make sure your company is ready to face the world in times of crisis Now is the time to implement a business continuity plan Make IT continuity part of your overall business continuity strategy MicroAge can help!

29. Expect the Unexpected Turning your IT environment into a stress-free zone.

30. Pantea BuckServices Sales Representative ThinkPlus Services

31. Secure Business BundleA Solution for HW and DATA Protection Value and Security

32. Available on All products! Secure Business Bundle • Security & Protection Bundle • 1, 3 Year • ThinkPad Protection • Online Data Backup 50GB • Onsite Next Business Day Warranty • Security & Protection A La Carte • Online Data Backup • 1 year Offerings: 10 GB, 25GB, • 50 GB or Unlimited • Additional Upgrades (not part of bundle) • Hard Disk Drive Retention (HDD) tied to • Depot or Onsite NBD Warranty upgrade • 1, 2, 3 year offering • Theft Protection (US, CAN) • 1, 2, 3, 4 year offering (Computrace) Warranty & Protection • Base Warranty Support • Warranty Upgrade and Extension (POS, APOS) • 2, 3, 4 year Depot • 2, 3, 4 year Onsite • Post Warranty Extension • 1, 2 year Depot Repair • 1, 2 year Onsite Next Business • Day • ThinkPad Protection • 1, 2, 3, 4, Year Protection • 1, 2, 3, 4, Year with Depot or Onsite

33. Lenovo Online Data Backup – Competitive Feature Set Superior Set of Features, Simple Set and Forget, Competitive Pricing

34. Online Data Backup & RecoverySecure, Web-Accessible, Automated • Increase bandwidth by storing offsite • Tool to promote business continuity/disaster recovery • Automated scheduling allows for “no-touch” prescribed backups • Administrator Console Available • Flexible Storage Capacities (10GB – Unlimited) • Industry-leading security • Lenovo is the ONLY PC vendor to offer an • Online Data Backup solution that performs • automatic backups and only backs up changed files.

35. ThinkPlus Priority Support

36. ThinkPlus Priority Support • ThinkPlus Priority – Launches November 4 • What Is It? • Fee-Based New Service • Replacement for ESS/WESS • A single comprehensive service plan that gives customers direct access to advanced technical supportfaster than basic support. Value Proposition – Fast, Dependable and Advanced Support ThinkPlus Priority support increases helpdesk productivity by reducing the time spent troubleshooting PCs through tech-to-tech support and a global network of service support resources. • Today’s Features • ESS/WESS free service • ESC+ Service call tracking tools • Offers inconsistent coverage • Limited hours • No software support • Discontinued over time • What Types of Customers • Large Relationship Customers • What do we do? • Enable IT staff to focus on their business critical initiatives and spend the least amount of time resolving basic break-fix issues on Lenovo systems, while providing a higher level of service..

37. Features and Benefits of ThinkPlus Priority and Priority 4

38. ESS/WESS – Today A cost to Lenovo with no stream of revenue Priority telephone access to higher level skill tech support Support Center problem ownership Support for help desks, IT team leads M-F w/ Varying hours of coverage Access is limited US: No limit Canada: 5 per customer AP: 2 per customer per country EMEA: 5 per customer No revenue or margin recognition ThinkPlus Priority – Nov 2008 Fee-based Feature-to-feature competitive Positioned as Tech-to-Tech Per machine entitlement Enhanced Features from ESS: Calls answered under 2 minutes Technicians A+ certified or equivalent Added select software support Access – recommended 2 people per location 24x7, 365 days coverage, including holidays Sale of ThinkPlus Priority will count for full revenue/margin credit ESS/WESS vs. ThinkPlus Priority

39. Thank You