Crisis Management – Process & Review

www.sungardas.com

Crisis Management – Process & ReviewRobert DiLossi – Director Crisis Management

[email protected]

215-446-2205 Office

© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 2

Steps to declare a disaster…

1. (866) 722-1313 or 215-351-1313 (Service Desk) or

2. Call Logged, Appropriate Staff Notified

3. Call Back Process

4. Disaster Declaration Authorization List (DDA)

5. Password Authorized, if applicable

6. Identify and Review Declaration

7. Needs/Alternatives

8. Site Preparation


‘Alerts’ – what are the advantages…

1. No cost to You, our Customer

2. Heightened awareness

3. Review last test, DDA, etc.

4. Logistics

5. Review contract requirements/alternatives

6. Document configuration requirements

7. Follow up on every alert until issue is resolved


Alert Totals – 2010

(Source: SunGard Availability Services US data) – Chart 1

# o

f A

lert

s#

of

Ale

rts

20102010

Alerts via RSPortalAlerts via RSPortal

Alerts via PhoneAlerts via Phone


Proactive Calling Map

2003 Northeast Power Outage

Hurricanes

California Fires

N. CA Earthquake

Mt. St. Helens Eruption


Proactive Calling, what we review…

1. Communication Tools and Protocols

2. Review Contract, DDA, etc.

3. Recovery Plans and Last Test

4. Logistics / Travel / Evacuations

5. Roles & Responsibilities

6. Tape and Vendor Availability

7. Damage Assessment Teams

8. Timeline

9. Corporate and External Agency Activation


Crisis Management Center


SunGard Availability Services

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Unavailable or Missing Communication Issues Lack of Transportation/Lodging/Logistics No Plan for Extended Recoveries Outdated Documentation/Scripts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”

Key Lessons Learned over the years…


Note: SunGard total utilization has never exceeded 43%

SunGard Total Resource Utilization


12166 81 87

38105

155

783

481

241

0

100

200

300

400

500

600

700

800

900

# o

f D

isas

ters

pe

r E

ven

t#

of

Dis

aste

rs p

er

Eve

nt

September 11,2001 Terrorist

Attack

September 11,2001 Terrorist

Attack

2003Northeast Power

Outage

2003Northeast Power

Outage

2004Hurricane Season




2008 Hurricane Season

2008 Hurricane Season

39%39% 35%35% 40%40% 43%43% 32%32%

Total Resource UtilizationTotal Resource Utilization

DeclarationsDeclarations

AlertsAlerts


SunGard Disaster experience per year



Types of Disasters or Major Business Disruptions: Declaration Events

SunGard: 100% success rate for customer recoveries(2,406 to date)

(Source: SunGard Availability Services US data) – Chart 4 – Since 1999

38 30 1963

98

573

349

105

275

27

176

0

100

200

300

400

500

600

700

# o

f D

isas

ters

# o

f D

isas

ters

Event TypeEvent Type

BombThreat/

Evacuation

BombThreat/

Evacuation

BuildingDamage,

Gas/WaterBreak

BuildingDamage,

Gas/WaterBreak

EarthquakeEarthquake Fire/Electrical,Explosion

Fire/Electrical,Explosion

FloodFlood Hardware Failure

Hardware Failure

Hurricane/Weather

Hurricane/Weather

NetworkOutage

NetworkOutage

PowerOutagePowerOutage

SoftwareSoftware TerrorismTerrorism


Disasters by Platform


814

252

80 74 80

9

185212

100

379

86 7123

476

0

100

200

300

400

500

600

700

800

900

# o

f D

isas

ters

# o

f D

isas

ters

Platform TypePlatform Type

SGN, TS,Internet,Sorter

SGN, TS,Internet,Sorter

AS/400AS/400 DECDEC Dedicated/HA

Dedicated/HA

HP9000HP

9000MMC,

Gensets,VSAT

MMC,Gensets,

VSAT

PCLAN(Intel)

PCLAN(Intel)

ManagedServicesManagedServices

Main-frameMain-frame

RS6000RS6000 SUNMicroSUN

MicroTrading

FloorTrading

FloorWorkforce ContinuityWorkforce Continuity

Mega-voiceMega-voice


Disaster Experience – Recovery Options


435

29

185

27

0

50

100

150

200

250

300

350

400

450

500

# o

f D

isas

ters

# o

f D

isas

ters

Recovery OptionsRecovery Options

Mobile Datacenter or Metrocenter

Deployed

Mobile Datacenter or Metrocenter

Deployed

Mobile(Shipped

Equipment)

Mobile(Shipped

Equipment)

Mobile Generators

Shipped

Mobile Generators

Shipped

Hotsite(Center Based

or Mobile in Hotsite)

Hotsite(Center Based

or Mobile in Hotsite)


Disasters Declared by Business Type


0

18

01

3

0 01

0

5

3

1 10

14

0 0

32

1

3

0 0

34

2

0

2

26

1

9

5 5

0

14

1

4

109

32

0

5

10

15

20

25

30

2010

2009

2008


Workforce Continuity seats used - by Facility - 2010


575

3010

100

980

22 10

262

403 1 1 1 3 3 1 5 2

0

200

400

600

800

1000

1200

Carlstadt Copley Cypress Long Island City/Queens

Marlborough Mexcio City San Ramon Toronto Wood Dale

# of seats used

# of disasters


Workforce Continuity disaster event types - 2010


10

2

5

0 0

1

0

2

0

2

4

6

8

10

12

Power Outage Strike/No Access Network Outage Hurricane Flood Water Main Break Gas Main Break Fire/Explosion


SunGard Disaster Experience


18

19

17.4

17.6

17.8

18.0

18.2

18.4

18.6

18.8

19.0

19.2A

vera

ge

# o

f D

ays

in

Dis

aste

r M

od

eA

vera

ge

# o

f D

ays

in

Dis

aste

r M

od

e

MobileMobileHotsiteHotsite


SunGard Disasters allocated by Facility


5

1

2

1

4

2

7

9

1 1

2

1

0

1

2

3

4

5

6

7

8

9

10

2010 # of Disasters by Facility

2010 # of Disasters


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


Thank You! – Questions?

Documents

Crisis Management – Process & Review