www.sungard.co.uk
Recover AnywhereTM
2© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
In Our Experience
3© 2010 SunGard. | www.sungard.co.uk
In Our Experience
Workplace Recovery
Customers typically recover 20-40% of their staff
Historically non-critical people were too costly to recover
Some disruptions can frustrate Workplace recovery
VPN can be effective but expensive with an emergency laptop
Some users initially find VPN too complex to use
Terminal services: less than satisfactory user experience
Home working security is a major concern
Increase in virtualised desktop adoption.
4© 2010 SunGard. | www.sungard.co.uk
Government• Flexible working
• Reducing office estate/home working
Private sector• Mobile & home working increasing
• Comfortable & trusted to work from home
• “ATOD one hour of work is better than none”
• Hot desking enabled by IPT andunified comms
Connectivity increasingly important
Ability to recover increasingly critical.
In Our Experience
People are becoming familiar with new ways of working
5© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM Value Proposition
1. For customers looking to enhance their recovery ability at an attractive price point and make it more flexible going forward.
2. Cost-effectively recover more staff with full desktop and telephony capability to accelerate recovery speed and increase productivity
Recover AnywhereTM is a cost-effective recovery solution that integrates physical and virtual workplace environments into one single, seamless and flexible recovery estate
It provides employees, who wouldn’t ordinarily be recovered, with access to their usual business information through a virtual desktop and telephony experience. This enables them to fully participate in everyday work followinga disruption, so long as they have access to a telephone and a PC with anInternet browser
And because the data and telephony stay within your domain, you maintain control and security over both data and calls
With Recover AnywhereTM your people can recover anywhere that best suits them and your business.
6© 2010 SunGard. | www.sungard.co.uk
In Our Experience
As yet – no recovery silver bullet that covers every event
Workplace recovery centres are ideal for• Fixed location staff
• Functions processing critical, confidential data
• Regulated process
Difficult to justify for non-critical, admin staff• Journeys disruptive to home life and responsibilities
• Pandemics need social distance
Virtualisation can play a part but…• Neutralised by
Power outages Comms outages Broadband contention
Therefore a holistic strategy is valid and recommended.
7© 2010 SunGard. | www.sungard.co.uk
SunGard’s Workplace Recovery Evolution
2001 2010
Lo
cati
on
Co
nn
ecti
vity
Recover to any / multiple sites
Flexible recovery – near and far
Rollback to another site
Recover AnywhereTM
Secure, hosted, flexible dealing
8© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
The Solution
9© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
One seamless, shared recovery environment
Recover AnywhereTM
Multiple Site Recovery
Workplace
Virtualised PC images& Softphone telephony
WAN, LAN, connectivityPhysical WorkplaceGhost images
10© 2010 SunGard. | www.sungard.co.uk
A Holistic Recovery Solution
RECOVERY
11© 2010 SunGard. | www.sungard.co.uk
Business Pains
Business Pain Relief
ATOD loss of productivity – staff do nothing at home
Affordable way to keep everyone working
Doing it yourself is very costly:consumes time, needs maintenance, admin and security
Admin only, no physical assets to maintainor deploy
For security we require staff to work in offices not WFH
Leverage local, serviced offices: ICT delivered by Recover AnywhereTM
Home workers need ICT fieldrecovery services to maintain company laptops, etc
No company ICT assets deployed withRecover AnywhereTM
12© 2010 SunGard. | www.sungard.co.uk
Business Pains
Business Pain Relief
Regulators want greater resilience: too much risk concentration in one area
Part of holistic, scalable, resilient service,that dilutes risk
Customers demand greater resilience Recover more staff cost-effectively
No convenient recovery centre for staff Plugs geographic recovery deserts
WFH: a poor in bound telephony experiencefor your customers
Usual telephony experience, seamlessly extended to staff working remotely
WFH: Unable to record customer calls Optional extra with SunGard
Mitigate long-term disruptions Convenient, sustainable for lengthy disruptions
13© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
Features Benefits
VDI desktop and telecoms infrastructure Complete office enabling full work participation
Resilient, secure data centres, for servers, NettApps storage, with VMWare VMotion always-on environment
Multiple layers of resilience
Leverages your staff’s access to existing IT and telephony capability
No new ICT assets to buy, deploy, manage updateor recall
ATOD – ability to flex your recovery provision to suit the disruption
It may be advantageous to convert some of your physical workplace positions to virtual
Creates a single, seamless recovery environment spanning anywhere you allow your staff to work from
Staff can fully participate in day to day business operations including inbound calls
Direct dial and hunt groups still available
Physical and logical security measuresMultiple layers of security to protect customers data and telephony integrity
Dialling and billing system that ensure no business calls are charged to your staff
Reduces confusion and apprehension about making business calls and eliminates expense related issues
Risk management process in the spirit ofWorkplace Recovery
Rigorous process to ensure genuine useand availability
14© 2010 SunGard. | www.sungard.co.uk
Workplace Recovery Strategy Options…
1. Extend and cost-effectively fill in workforce recovery gaps
Workplace Critical 30-40% Ideal 20-30%
2. Extend, fill in your workforce recovery gaps and ATOD flex the contract to enablea proportion of your critical staff to recover anywhere
3. As per strategy 2 but across multiple sites and leveraging contract flexibility from three sites.
Ideal 20-30% Field 20%
Workplace Critical 30-40%
Virtual contract flexibility
Critical staffremaining balance
Key: Workplace physical positions
Workplace 1 Workplace 1 Workplace 1
Virtual contract flexibility
Critical staffremaining balance
Recover AnywhereTM virtual positions
Ideal 20-30% Field 20%
Field 20%
15© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
Show Me How it Works
16© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM SunGard Investment
Award winning credible, resilient, scalable infrastructure
Physical workplace and virtualised recovery
New ways of recovery in a more connected mobile world
Leveraging £23.2m invested in workplace, network,and connectivity
• SNN – dual, diverse and separate,multi-Gb Ethernet
• IPT – every site
• LAN upgrade – every site
• Centralised PBX
• Telephony software
• 2010 PC Refresh (specific VDI chipset)
• Recover AnywhereTM technology.
17© 2010 SunGard. | www.sungard.co.uk
Connectivity: Centralised PBX & Comms Infrastructure
18© 2010 SunGard. | www.sungard.co.uk
Shared Model – A Single Recovery Environment
LTC TC2
Customers & suppliers
Telephony
COLT 50K DDI
Telephony
LAN data
External
ATOT / ATOD Alerting & Activation
Shared HVD
Recovery equipment
19© 2010 SunGard. | www.sungard.co.uk
Accessing the service
Accessing the Service
PC login
Phone login
20© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
Security
21© 2010 SunGard. | www.sungard.co.uk
Robust Security
SunGard’s guiding principles No electronic company data leaves your business No hardware risk exposure
• No USBs, dongles, CDs, headsets to issue, maintain, administer distribute, recall
Technology ATOD
• Encrypted package • SSL security via Firepass• Two stage login process• Encryption key expiry
Tennant partitioning to separate calls Avaya One X portal and F5 Firepass Active directory extracts/authentication for access to data and telephony User ID, password protection.
22© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
How to Order Recover AnywhereTM
23© 2010 SunGard. | www.sungard.co.uk
Ordering a Holistic Recovery Solution
Select physical workplace recovery site/s required
Determine the physical shared positions required
Nominate your preferred rollback sites
For every physical workplace recovery position you buy – you can buy one Recover AnywhereTM virtual position
At Time of Disaster (ATOD) you can flex your contractand convert up to 50% of your shared physicalworkplace positions
Or ATOD you could double your virtual positions providing it does not exceed 50% of your physical positions.
24© 2010 SunGard. | www.sungard.co.uk
Ordering a Holistic Recovery Solution
Existing workplace customers • Minimum order of 10 virtual positions
New customers • Minimum order of 20 Workplace & 10 virtual positions
The same workplace risk policy is applied to our virtual positions: i.e. the risk is evaluated as it approaches 25:1.
25© 2010 SunGard. | www.sungard.co.uk
Flexible Advantage ATOD
Flex up to 50% of you physical contracted positions • Convert to virtual Recover AnywhereTM positions
Or double the amount of your virtual Recover AnywhereTM positions.
Example 1Buy 200 physical positions and100 virtual Recover AnywhereTM
Example 2Buy 100 physical positions and23 virtual Recover AnywhereTM
100
200
Workplace Recovery
100
Recover Anywhere
Convert: 100
100
77100
23
Workplace Recovery
Recover Anywhere
23
Double 23
26© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
Consultancy – Optimising the Solution
27© 2010 SunGard. | www.sungard.co.uk
Consultancy: Business Impact Analysis
Statement of work valued at £3-5K1. What type of disruptions do you want to mitigate?
2. Which other departments, people or processes would you want to recover to improve your customer experience?
3. Where would you recover your people to, if you based your location decision making on the needs of your people and the business?
4. Where would you recover your people to, if you consider the tasks they perform and the data they access and process?
5. How confidential are their calls and data, if you consider who else might be listening or have physical visibility of their screen and paper print outs?
6. To what technology would you route their DDI calls through to?
7. Do you need to record business calls made from home to stay withinindustry regulation?
8. How do you ensure your staff’s domestic phone or mobile phone bills won’t go through the roof?
9. How do you transfer your data offsite in the most cost-effective andsecure method?
28© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
CMS Software: Workforce Assessment
29© 2010 SunGard. | www.sungard.co.uk
How Much Workplace Recovery and Recover AnywhereTM?
CMS WorkForce Assessment can help you decide!
Pre-programmed survey questions• Determine key roles and functions• Remote site technology suitability• Travel ease and limitations• Domestic responsibilities• Important secondary skills• Possible constraints ie out of normal hours working
Integrates into Business Continuity Plan
Simple to administer and keep updated.
30© 2010 SunGard. | www.sungard.co.uk
Recover AnywhereTM
Distributing Remote Access
31© 2010 SunGard. | www.sungard.co.uk
During a crisis or disaster, normal methods of communication will likely fail when you need them most.
AlertFind provides executives and crisis managers with a direct communication channel to employees, customers and other constituents. AlertFind provides the most effective method to quickly, securely, and reliably distribute and collect information in real-time using all available modes of communication.
The AlertFind value proposition
AlertFind
The most effective way to communicate and distribute remote access keys and passwords
32© 2010 SunGard. | www.sungard.co.uk
Importance of Communication Continuity
“Manually dialed telephone call trees are no longer acceptable for emergency notification. Effective incident management requires automation to ensure business
continuity.”Gartner, Inc
33© 2010 SunGard. | www.sungard.co.uk
AlertFind Overview
AlertFind is the most powerful and dependableenterprise-class notification service available
Enable 2-way emergency communications
Fully integrated to yourIT environment
Designed for security& privacy
Hosted at SunGard’sglobal data centres
Supports many use cases.
34© 2010 SunGard. | www.sungard.co.uk
AlertFind Overview – How it Works
Choose recipients based on team, location, skill, e-mail distribution list, or any other data element
Contact lists are synchronised with your systems of record so they are always up-to-date
Granular security model allows you to limit access to contacts and private data.
Choose Your Recipients
Reach people via e-mail, phone, fax, text message, or pager
Bring recipients into a live conference bridge
Ask questions and collect data in real-time
Authenticate recipients for private messages
Escalate between recipients based on rules & responses.
Deliver Messages Automatically
Initiate messages via the Web or via phone
Messages can be recorded or text-to-speech
Messages can be pre-planned and stored as part of scenarios.
Organise and manage related notifications as a single incident.
Write a Record or a Message
Analyse collected data in real-time
Examine notification effectiveness
Identify respondents for follow-up: Who needs help? Who was never reached?
Full audit trail of all notification attempts.
AggregateReal-Time Results
35© 2010 SunGard. | www.sungard.co.uk
Only AlertFind meets the 5 essential requirements foremergency notification
5 reasons why the largest enterprises trust AlertFind
1. Infrastructure always available
2. Maintains accuratecontact information
3. Easy to send notificationsduring a crisis
4. Security & data privacy
5. Supports inbound andoutbound comms.
Essential notification requirements
36© 2010 SunGard. | www.sungard.co.uk
Advantages of Recover AnywhereTM
Holistic approach mitigates most known disruptions
Full office desktop and telephony user experience
Full user participation in work tasks – increasesproductivity ATOD
Attractive purchase price points
ATOD contract flexibility to swap physical tovirtual positions
Eliminates complexities re user telephony expense claims
No hardware to administer or distribute
Effective electronic communication of keys and passwords.
37© 2010 SunGard. | www.sungard.co.uk
Why SunGard?
The only provider offering full business participation
100% customer recovery track record
We make core and critical investments first
Nobody in the UK is more experienced in Workplace
Connectivity is key – best recovery infrastructure
Sustainable business model
Seamless physical and virtual environments.