Disaster Recovery Presented by MicroAge

Disaster Recovery

Presented by MicroAge

© 2006 MicroAge

ProgrammeIntroduction to MicroAge

– Maria FioreBusiness Development ManagerMicroAge Canada

Disaster Recovery

– Brad Hoffman Director of Service MicroAge

– Pantea Buck

Services Sales Executive

Lenovo Canada

Q & A

© 2006 MicroAge

MicroAge at a glanceCanada’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

© 2006 MicroAge

MicroAge Delivers

IT Solutions

Industry-leading IT products

IT consulting

Procurement planning

Training

Technical support

Flexible leasing/financing options

© 2006 MicroAge

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

Webinar presented by

Brad Hoffman

MicroAge Regina

© 2006 MicroAge

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

© 2006 MicroAge

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

© 2006 MicroAge

Stress-reliever #1: IT disaster recovery

© 2006 MicroAge

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

© 2006 MicroAge

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

© 2006 MicroAge

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.)

© 2006 MicroAge

Stress-reliever #2: High availability/redundancy

© 2006 MicroAge

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 * *

What is high availability/redundancy?

© 2006 MicroAge

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 **

© 2006 MicroAge

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

© 2006 MicroAge

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

© 2006 MicroAge

Stress-reliever #3: Business continuity planning

© 2006 MicroAge

An ongoing, multi-phase program comprising a set of agreements and procedures, processes and technologies designed to:

1. 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)

2. 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?

© 2006 MicroAge

Business Continuity Planning

Business Emergency Plan

Business Continuity Manager

Business/OperationsContinuity Plan

Disaster Recovery Plan

Communication Plan in case of crisis

IT recovery plan in case of disaster

IT contingency plan

IT response plan in case of cyber attack

Bu

sin

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ow

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sIT

servicesSite Manager

© 2006 MicroAge

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

© 2006 MicroAge


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

© 2006 MicroAge


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

© 2006 MicroAge

Delivering the deliverablesThe solution is MicroAge

© 2006 MicroAge

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

© 2006 MicroAge

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

© 2006 MicroAge

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)

© 2006 MicroAge

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!

Turning your IT environment into a stress-free zone.

Expect the Unexpected

| Lenovo Confidential | © 2008 Lenovo

Secure Business Bundle A Solution for HW and DATA Protection

Integrated PC Security

Onsite NBD WarrantyAccidental Damage

ProtectionLenovo Online Data

Backup

The world’s most secure PCMaximize productivity with a solution that comes to you

Your PC is your lifeline, we’ll keep it protected

Simple. Online. Secure.

Lenovo Thinkpad and ThinkCentre PCs are

designed with built-in security features plus unique

integration with select partner solutions. They are supported

by award-winning Lenovo Service.

Industry recognized #1 Service and Support from Lenovo

comes to your location. Avoid sending in your system and being without it for 10 days.

Accidents happen. Even to the best engineered PCs.

Accidental Damage Protection provides repair

and or replacement in case of an accidental drop, liquid

spill or electrical surge.

A secure, online location to backup your valuable business

data.

Online data backup is user friendly and ensures you have access to your data in event of

an unforeseen mishap with your PC.

1. 24x7 Telephone Support

2. Certified Technician Dispatched to Your Location

3. Avoid sending system into repair center and waiting 10 or more days for return

1. Unlimited number of repairs up to cost of system

2. Single replacement with comparable system

1. 50GB Online Data Backup

2. 256 Bit Encryption and Private Security Key

3. Web Based for ease of recovery

Value and Security


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

Warranty & ProtectionWarranty & Protection Secure Business Bundle

Secure Business Bundle

Security & Protection Bundle1, 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)

Available onAll products!Available onAll products!


Lenovo Online Data Backup – Competitive Feature Set

Superior Set of Features, Simple Set and Forget, Competitive Pricing


*Scheduled Backup

*Performance and Bandwidth Throttling

Lenovo Online Data Backup for PCs

AES 256-bit Encryption

Unlimited Storage Available

On Demand Web Access

Private Encryption Key Option

Multiple File Versioning Support 30 Days

*Open/Lock File Backup

HP UplineDell DataSafe

*Scheduled Backup

*Performance and Bandwidth Throttling

Lenovo Online Data Backup for PCs

AES 256-bit Encryption

Unlimited Storage Available

On Demand Web Access

Private Encryption Key Option

Multiple File Versioning Support 30 Days

*Open/Lock File Backup

HP UplineDell DataSafe

Lenovo Online Data Backup for Lenovo PCs

Available Offerings50GB $69/yrUnlimited $89/yr

Also available as part of Secure Business bundleAvailable on all Lenovo PCs

*Limited Capability

Online Data Backup & Recovery Secure, Web-Accessible, Automated

1. Increase bandwidth by storing offsite2. Tool to promote business continuity/disaster recovery3. 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.


ThinkPlus Priority Support


ThinkPlus Priority Support

What Is It?• Fee-Based New Service • Replacement for ESS/WESS• A single comprehensive service plan

that gives customers direct access to advanced technical supportfaster than basic support.

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

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.

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..

ThinkPlus Priority – Launches November 4


Features and Benefits of ThinkPlus Priority and Priority 4

WHAT DOES THINKPLUS PRIORITY HAVE TO OFFER?

FAST, DEPENDABLE and ADVANCED SUPPORT

Readily Available and Direct Access to Support

Better Technical support

Expedient incident Resolution

Service Call management

Single Point of Contact

Access when you need it most

Calls answered in 2 minutes or less

Advanced level technicians

Escalation process for faster resolution

Tools to effectively initiate and monitor service calls

Simplify support with SPOC for h/w & 3rd party s/w

24x7 Coverage – Local language support

ThinkPlus Priority 4

Offers the added benefit of critical support with

4-hour on-site parts and technician post telephone troubleshooting.


ESS/WESS vs. ThinkPlus Priority

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

Thank You

Disaster Recovery Presented by MicroAge

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