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© 2016 Jack Henry & Associates, Inc.®1 © 2016 Jack Henry & Associates, Inc.®
OutLink Processing ServicesPresented by
Brad Lane, Director of Operations
Credit Union Processing
Jack Henry & Associates, Inc.®
© 2016 Jack Henry & Associates, Inc.®2
Legal Disclaimer: Dates contained in this document are
provided as estimates only and can be changed at any time
at the sole discretion of Jack Henry & Associates, Inc. This
information may not be incorporated into any contract and
should not be relied upon in making purchasing decisions.HANK YO FOR THE
OPPORTUNITY TO
SHARE JHA’S STORY
© 2016 Jack Henry & Associates, Inc.®3
Agenda Topics
• About OutLink
− Lenexa Cruise Data Center
• Customer Service
• Disaster Avoidance Concepts
• Summary
• Discussion
© 2016 Jack Henry & Associates, Inc.®5
OutLink Overview• OutLink is our outsourcing business.
• We process for:
− 801 financial institutions which represent $325B in assets.
− 66 banks and 4 credit unions with over $1B in assets.
• OutLink consists of:
− Three core processing centers
− Three print centers
− Four check image keying and balancing centers
328 348 364 387 409 427 473 514 539 557 568 577 604 611 6130 2 8
31 3748
5157
66 88 106127
163 168 188
0
200
400
600
800
1000
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
Banking Clients CU Clients
− An enterprise content management center
− jhaCall Center™
© 2016 Jack Henry & Associates, Inc.®6
OutLink Locations
OPS
OPS Item Processing OPS Core and more OPS Synergy Express
OPS
OPS
OPS
OPS
OPS
OPS
OPS
© 2016 Jack Henry & Associates, Inc.®7
OutLink Overview
• OutLink is simply a different delivery method for our products.
• Our OutLink customers:− Have the ability to utilize the same features and products as in-house
customers.
− Receive full product support for federal regulatory changes, and for industry-driven services and features.
− Work with the same support personnel that our in-house customers utilize.
− Receive the same levels of superior service that define our Company.
− Are processed on the same version our in-house banks utilize.
− Can use a third party provider for services we do not offer.
© 2016 Jack Henry & Associates, Inc.®8
OutLink Advantages
• We are your data center! We allow you to focus on the business you know best – the business of banking.
− We provide you with the ability to deliver technology solutions to your customers.
− We manage regulatory compliance.
− We manage disaster recovery.
− We enable a predictable cost model for budgeting.
− We offer a single point of technology focus.
© 2016 Jack Henry & Associates, Inc.®9
OutLink Advantages
• We take total responsibility for all computer
operations activities.
• At the same time, you have full control over products,
cycles, and user security and management.
© 2016 Jack Henry & Associates, Inc.®10
OutLink Best Practices
• Formalized policies and procedures across all operations.
• SSAE16 Type 2 examinations
− A “Big Four” external audit firm conducts annual review of all core
applications and core processing sites.
− This report is provided as part of our service to JHA customers.
• FFIEC joint regulatory team reviews OutLink annually with
complete examinations on eighteen month cycles.
• JHA Internal Audit reviews every processing site annually.
© 2016 Jack Henry & Associates, Inc.®11
OutLink Core Data Centers
• Three Core Processing Centers− Allen - Silverlake
− Charlotte - CIF 20/20
− Lenexa • Core Director
• Cruise
• Episys
• Recovery Site− Branson
• 801 customers live − SilverLake: 227
− CIF 20/20: 332
− Core Director: 54
− Cruise: 71
− Episys: 117
0
100
200
300
400
500
600
700
800
900
Banks Credit Unions
© 2016 Jack Henry & Associates, Inc.®12
Why do financial institutions outsource?
Financial Institution’s comments who have moved to OutLink:
• “Outsourcing helps us manage costs and avoid surprises…”
• “Outsourcing helps us do a better job of managing compliance…”
• “Replacing staff has become a non-event for our institution…”
• “We no longer worry about providing our own core disaster recovery…”
• “We now have much more time to focus on building our business…”
© 2016 Jack Henry & Associates, Inc.®13
“In to Out” Migrations
BanksCredit Unions
1119
2518 21
15
27
2625
2525 32
0
10
20
30
40
50
60
2011 2012 2013 2014 2015 2016
© 2016 Jack Henry & Associates, Inc.®15
Lenexa Cruise Data Center
• Over 218,000 accounts processed nightly
• 99.99% online availability
• Outstanding system availability – stable and
consistent
• IBM HX5 Blades with virtualized ESX servers
• OpCon and Tivoli Automation
• Redundant communications and power
capabilities
© 2016 Jack Henry & Associates, Inc.®16
Lenexa EASE Data Center
Redundant Power
A 300 KVA Powerware Uninterruptible Power Supply
(UPS) systems and two 750KW Caterpillar Diesel
Generators have been installed and provide
continuous power conditioning and backup power
Fire Detection Equipment
Cross-zoned smoke detectors are located on the
ceiling and below the floor of the computer room. If
activated, the smoke alarm automatically engages the
building alarm system, which is directly connected to
the local fire department
© 2016 Jack Henry & Associates, Inc.®17
Environment Management
• Critical systems are monitored around the
clock!
• These systems include:
− PassPort, NetTeller, jXchange, and
InTouch … plus 12 other critical systems
• Messages are delivered to our support staff
by email or text.
To: 972-555-5555
ATXP03 Job has a Message Wait
status.
Date: 6/25/2013 3:06:58 AM
© 2016 Jack Henry & Associates, Inc.®18
Environment Management
Performance Monitoring and Capacity Planning help us provide
consistent delivery and great stability – 7x24x365
© 2016 Jack Henry & Associates, Inc.®21
OutLink Support Experience
• OutLink enhances your complete support experience– You contact JHA through a voice line or through the Client Portal.
− JHA Support Departments provide software support.
− OutLink Data Centers provide assistance with operational issues and scheduling.
− CRM (customer relationship manager) facilitates “getting things done” within JHA – they are your advocate for your financial institution.
− Over 345 associates in OutLink “run your business” and we leverage our entire company to support your ongoing needs and your future goals
“OUR BIGGEST DIFFERENTIATOR IS SERVICE…”
© 2016 Jack Henry & Associates, Inc.®22
OutLink Communication
• Extensive communications to our clients– Proactive communication of special events
− Scheduled down time notifications – 30 days in advance
− Extensive Monthly Performance Statistics provided on-line
− Real time alerts to programming fixes and special releases
− Service Alerts advising you of any unusual events
− Hourly updates during system outages
− Toll-free number to call at any time during a processing “event”
• The OutLink Connection− WEB-based door to your data center
• Monthly Performance Reporting
• Quarterly OutLink Newsletter
• Quarterly Regulatory Newsletter
© 2016 Jack Henry & Associates, Inc.®24
OutLink Service Alerts
• Service Alert Notifications– Timely Notification of a Service Interruption
− Fifteen minutes after we experience an unplanned customer
impacting event or outage.
− Updates provided at one hour intervals until service is restored.
− Color-coded messages sent to all “opt-in” customers – stop-lighted
(red, yellow, green) to indicate severity.
− An Incident Report will be provided within 48 hours of service
resumption for an unplanned outage.
© 2016 Jack Henry & Associates, Inc.®25
OutLink Service Alerts
Mon 9/16/2013 1:49 PM
Service Level Announcements
Green Alert – JHA OutLink SA: OutLink Print Center Notification – End of Year Forms
© 2016 Jack Henry & Associates, Inc.®30
“The Mountain”
Built into the side of a mountain that was originally a 2
million square foot dolomite mine.
Over 150 feet below ground; enclosed under a
dolomite dome and two layers of granite-like rock
None of the water or air quality issues normally
associated with underground facilities.
Impervious to most natural disasters –
Hurricane/flood/tornado-proof – rated to withstand
winds up to 1000 mph
© 2016 Jack Henry & Associates, Inc.®31
Disaster Avoidance Concepts
• As a Company, we cannot prevent a natural disaster.
• However, we can greatly reduce the impact felt by our
customers and our Associates if a disaster does occur.
− We utilize technology to reduce the level of human involvement
within our data systems management.
− Our technology and processes have evolved to become
increasingly disaster tolerant.
© 2016 Jack Henry & Associates, Inc.®32
The Environment
Two separate electrical transmission feeds from different sources – with recent addition of its own power station
Site is heated and cooled by 165 Geo-Thermal wells
Water and sewer are also self contained
All Communications carriers are required to have two separate incoming Fiber paths into the Mountain
Lock and Bio Security on all data centers and key entry points
Top of the line fire suppression systems
© 2016 Jack Henry & Associates, Inc.®38
Disaster Avoidance Concepts
• We have moved to a Primary-Stand-by model.− Two geographically disparate locations are synchronized “near real-time”.
− Hardware is the same in both locations.
− We utilize SAN replication and/or software replication.
− All applications and associated data required for production exist on active media within both environments.
• Tape Backup− We have largely eliminated tape backup as a required component for production
data restoration.
• Disaster Avoidance “Testing”− Consists of reversing the replication between the two sites.
− We then run in production for an extended period of time.
− The “ultimate test” of disaster recovery.
© 2016 Jack Henry & Associates, Inc.®40
Current Data Processing Operations
DP DA
DP 1
Branson
Core Director DP 2 CIF 20/20 DP 3 SilverLake
Data Replication
DP DR
DP 1
DP 3
DP 2
© 2016 Jack Henry & Associates, Inc.®41
Summary
• We are the foremost provider of outsourcing services to the financial industry in America.
• We are not “just” a service provider; we are a business partner to your institution.
• We don’t just talk about great service – we deliver it.
• And we do it all the way it should be done…Consistently, Effectively, and Soundly.
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