Business Continuity/Disaster Recovery Emergency Response Capability and Preparedness

Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.This document is provided for informational purposes only. BC/DR is not a guarantee of coverage. Network details, coverage limitations, and maps are available at www.verizonwireless.com.

Business Continuity/Disaster RecoveryEmergency Response Capability and Preparedness

Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2This document is provided for informational purposes only. BC/DR is not a guarantee of coverage. Network details, coverage limitations, and maps are available at www.verizonwireless.com.

Approach and Focus

• Introduction Verizon Wireless owns and operates the nation’s most reliable wireless

network:– More than $65 billion invested– Serving over 94 million voice and data customers across the United States

Verizon Wireless is a joint venture of Verizon Communications and Vodafone ®

• Verizon Wireless Qualities:– Honesty and integrity– Responsiveness– First-call resolution

• Focus on fundamentals and results:– Coverage– Capacity– Resilience


BC/DR Program Overview

The Verizon Wireless Business Continuity and Disaster Recovery BC/DR initiatives are an example of how we strive to provide high-quality services for our customers.

BC/DR initiatives help the company minimize the impact of a disaster by:

• Identifying critical business functions, systems, and risks

• Implementing strategies to minimize the risk of a disruption

• Developing plans to recover operations in the event of a disruption

• Testing our plans to validate our response capabilities


BC/DR Program Overview–Crisis Management

VERIZON WIRELESS HAS IMPLEMENTED CRISIS MANAGEMENT TEAMS (CMTs) ACROSS THE COUNTRY TO:

• Enhance communication during crisis events

• Provide a robust command-and-control structure

• Escalate decision making as needed

• Facilitate resource allocation


BC/DR Program Overview–Crisis Management

THE CRISIS MANAGEMENT TEAMS (CMTs):

• Are led by senior management

• Are cross-functional

• Allow local response management

• Support each other based on severity or duration of the event

• Meet in Emergency Operations Centers (EOCs)

• Conduct training exercises each year

• Are “Battle Tested”


Network Operations

OUR WIRELESS NETWORK IS RESILIENT BY DESIGN

More than 175 Mobile Switching Centers (MSCs)

Extremely high level of service

Numerous Data Centers that support the network and applications

Thousands of cellular sites throughout our service areas

Preventive maintenance

Real-time monitoring of key system components

24/7 availability of trained maintenance personnel

Wide deployment of personnel and spare parts to permit rapid response


Network Operations

MONITORING, MAINTENANCE, AND RESTORATION:Service protection ,restoration strategies, and real time monitoring are an integral part of Verizon Wireless network management and operations.


Network Operations

STRATEGY FOR CONTINUED SERVICE TO MOBILE SWITCHING CENTERS:

Automated power back-up systems (generators and batteries)

Automatic fire detection and suppression systems

Physical and logical security systems and alarms

Restricted access to help prevent entry by unauthorized personnel

Security guards and/or camera systems

Disaster recovery plans

Routine backups of system configurations and data


Network Operations

PORTABLE CELL SITES:• Cell on Wheels (COW)

• Cell on Light Truck (COLT)


Network Operations

BACK-UP POWER STRATEGY FOR THE WIRELESS NETWORK:• Permanent battery and generator systems• Generator on a Trailer (GOAT)• Tested regularly• Rigorous load tests


Network Operations

THE MOST CRITICAL RECOVERY ASSET:

Verizon Wireless has thousands of highly-trained and experienced network technicians who have repeatedly proven their ability to respond to emergency situations, troubleshoot problems, and restore service to our customers. We provide these technicians with the necessary training and tools to effectively respond, including:

• Communications and laptops with secure remote network access

• Test equipment and tools

• Required credentials and company vehicles

• Access to required documentation (drawings, procedures, etc.)

• Training including emergency response exercises

• Clear direction and priorities


Reliable Customer Support

ANSWERING THE CALL FOR OPERATIONAL RESILIENCE:

• Call rerouting via automated and manual procedures

• Goal is to minimize customer impact due to event

• Support also from on-line store site, or automated voice response system

CRITICAL SYSTEMS FOR SUPPORTING OUR CUSTOMERS:

• Protected in Tier-1 data centers

• Significant investment

• Data backup and disaster recovery capabilities


Public Safety Outreach Strategy

Verizon Wireless displays its commitment to the public safety community across the United States through our efforts to:

• Enhance relationships with federal, state and local public safety/law enforcement communities

• Leverage the relationships of our security personnel across the country

• Seek opportunities to increase awareness of Verizon Wireless emergency response capabilities

• Assist law enforcement with investigations, crime prevention and legal requests

• Implement and maintain state-of-the-art E911 systems

• Support WPS - Wireless Priority Service - www.ncs.gov


PUBLIC / PRIVATE PARTNERSHIPS

FEMA - Public Sector Division, Industry Liaison (Bill Shealy) State of Illinois - BEOC Exercise. NY, NJ, CT, PA Regional Catastrophic Planning Team

– Private Sector Integration Planning Team. NJ – Dept. of Health. American Logistics Aid Network – Supply Chain Resiliency Planning. PSEG – Nuclear Facility Emergency Alert Notifications. NY - Nassau Co. OEM – Applied Science & Research Center for H.S. State, County, Local OEM’s – Outreach / exercise initiatives &

EOC Integration.


Disaster Tested, Disaster Proven

WILDFIRES – Station Fire 2009:

Outreach at CALFIRE Command Center:Providing free phone calls, charging, and Internet access



TORNADOS & FLOODING:With customers nationwide, Verizon Wireless is constantly responding to natural events such as tornados and floods, to support in support of the community we serve



TORNADOS & FLOODING:



HURRICANES:Today, most of our cell sites in hurricane-prone areas have on-site back-up generators. These and hundreds of portable generators were leveraged to provide emergency power to our network over the past few years.



WILDFIRE TESTIMONIAL:

“Having the Verizon Wireless COW amazing. It gives us a reach and a network we can tie into. Being able to come into an area where there is no cell coverage and within a short time, establish that is critical.”– Public Official of Georgia Forest

Commission

HURRICANE TESTIMONIALS:

“I wanted to tell you that my Verizon cell phone NEVER, NEVER, NEVER went down. Even during the brunt of the storm! It was amazing. My neighbors…all had their services interrupted, many of which are just now being restored. My phone was the only one working!”

– Janine, Verizon Wireless, customer in Punta Gorda, FL

“At no time before, during, or after the storm did I lose service with my Verizon Wireless phone. During a 28-hour period I was without all basic utilities; however, I was able to communicate with friends and loved ones 1,000 miles away as they watched the events live on the national news. I believe that a Verizon Wireless phone is essential during a natural disaster or other crisis.”

– Verizon Wireless customer in Orlando, FL



Northeast Blackout

Emergency Operations Centers activated

Leveraged back-up power infrastructure

Power Conservation Strategies Implemented

Participated with National Coordinating Center(NCC)


Proactive Support

PRESIDENTIAL INAUGURATION:

Increase capacity in the network

Work directly with local, State, and federal agencies

Ensured awareness and preparation

Preposition mobile cell sites to support 3 million visitors


Summary

• Verizon Wireless and our resources are focused on consistently providing high-quality wireless services to our customers

• We invest considerable time and money to prepare for, and test our ability to respond to, emergency situations – not only those that affect us, but also those that affect our customers

• Our response capabilities and our teams have been tested and proven under many difficult, disastrous circumstances

It’s The Network


Summary

THANK YOUwww.verizonwireless.com/emergencypreparedness

Documents

Business Continuity/Disaster Recovery Emergency Response Capability and Preparedness