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Crisis Management – Process & ReviewRobert DiLossi – Director Crisis Management
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 3
‘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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 4
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 5
Proactive Calling Map
2003 Northeast Power Outage
Hurricanes
California Fires
N. CA Earthquake
Mt. St. Helens Eruption
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 6
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 7
Crisis Management Center
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 8
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Unavailable or Missing Communication Issues Lack of Transportation/Lodging/Logistics No Plan for Extended Recoveries Outdated Documentation/Scripts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…
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 9
Note: SunGard total utilization has never exceeded 43%
SunGard Total Resource Utilization
(Source: SunGard Availability Services US data) – Chart 2
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
2004Hurricane Season
2005Hurricane Season
2005Hurricane Season
2008 Hurricane Season
2008 Hurricane Season
39%39% 35%35% 40%40% 43%43% 32%32%
Total Resource UtilizationTotal Resource Utilization
DeclarationsDeclarations
AlertsAlerts
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 10
SunGard Disaster experience per year
(Source: SunGard Availability Services US data) – Chart 3
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 11
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 12
Disasters by Platform
(Source: SunGard Availability Services US data) – Chart 5 – Since 1999
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 13
Disaster Experience – Recovery Options
(Source: SunGard Availability Services US data) – Chart 6 – Since 2004
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)
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 14
Disasters Declared by Business Type
(Source: SunGard Availability Services US data) – Chart 7
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 15
Workforce Continuity seats used - by Facility - 2010
(Source: SunGard Availability Services US data) – Chart 8
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 16
Workforce Continuity disaster event types - 2010
(Source: SunGard Availability Services US data) – Chart 9
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 17
SunGard Disaster Experience
(Source: SunGard Availability Services US data) – Chart 10
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 18
SunGard Disasters allocated by Facility
(Source: SunGard Availability Services US data) – Chart 11
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
© 2010 SunGard Availability Services LP. - All Rights Reserved - www.sungardas.com 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