SunGard Recover Anywhere
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SunGard Recover Anywhere

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Recover more people, faster and for less with Recover Anywhere™....

Recover more people, faster and for less with Recover Anywhere™.

When staff are denied access to their office, a business rightly looks to recover 30-40% of its critical staff first. This hub of key staff can then focus on getting the business back on track as quickly as possible.

However, this needn't mean everyone else has to wait to get back to work. With SunGard Availability Services' Recovery Anywhere™ solution you can recover more people and more departments; faster and more cost-effectively than ever before.

Benefits at a Glance

•Everyone can quickly recover desktops and full telephony capability

•All staff have fully online, secure browser access

•In-bound calls can be redirected to mobiles or home phones so customer service can function as normal and both incoming and outgoing calls are charged to the organisation, as opposed to the employee

•With no need to process personal phone bill expenses post event it's less hassle all round

•No USB dongles or other such physical devices means there's no need to administer, maintain, distribute or collect them.

With Recover Anywhere™ everone has full secure browser access and virtualised desktop and telephony capability, which means less impact on your business - and your customers. For example, ensuring your customer service agents are able to access information and their telephone systems as normal means your customers won't even know there's been an issue.

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  • In our experience Workplace or Workplace recovery was suitable and cost effective to recover 20-40% of the critical workforce but it is difficult to justify for non critical staff. And some disruptive phenomea can frustrate physical workplace recovery. Technologies such as VPN are a useful alternative tool to provide remote access but if you have to provide an emergency remote device or PC it soon becomes too costly. And At time of disaster some users fluster with new technology processes, that they forget how to use their office technology. Some users find rich applications tend not to run so well in a terminal services environment. And in terms of working from home, some businesses have major concerns about their data ending up on home PCs. At the same time virtualised desktop adoption is increasing and its capability to provide a computing experience at home is attractive to CIOs who need offer a secure, controllable working from home experience.
  • In the past the mantra of all critical staff must work together is being challenged. People in traditional office roles are becoming increasingly more mobile as both Government and the private sector rationalise their physical office estates and adopt a more mobile and flexible way of working. Furthermore organisations are offering staff the ability to work from home instead of pay increases. So resilient connectivity to the business from anywhere has become super critical. Therefore the need to recover complex comms and connectivity infrastructures is also essential to the business.
  • With these drivers in mind, SunGard has created the Recover Anywhere solution which could be articulated in two main ways. But essentially as a customer with Recover Anywhere you will be able to extend your recovery capability deeper into your business, cost effectively recovering more people - to increase productivity at time of disaster. The more people you recover, the faster your business recovers and the better the experience is for your customers.
  • So in a very practical sense, as yet there is no recovery silver bullet that mitigates every disruptive event. Workplace and Virtual solutions have their respective strengths and limitations. And whilst desktop virtualisation and home working is being painted as the silver bullet it can be neutralised by power outages, comms outages and broadband contention. Therefore the only credible recovery strategy to adopt is a holistic one that includes both workplace and virtualisation.
  • We spoke earlier about the importance of connectivity being critical to the modern way of working in these cost conscious times and the need to work closer with customers which often means working at their site locations. Since 2001, the connectivity element of SunGard recovery services has been growing in importance and capability. And this places SunGard in a very credible position to respond the needs of customers today. Since 2001 this capability has brought more flexibility benefits to customers as we have been able to provide connectivity to data and telephony anywhere across our physical recovery estate regardless of customers choosing multiple recovery sites and complex processes such as dealing and multiple working shift patterns. This capability was recognised at the 2010 CIR BC awards for secure hosted flexible dealing. With Recover Anywhere we take this a giant step further by extending this connectivity capability beyond our physical estate, thereby creating one seamless recovery environment comprised of physical and virtualised recovery environments.
  • So SunGard's Recover Anywhere solution is comprised of our in house capability and infrastructure: 1 Physical Workplace Recovery Centres 2 Virtualised desktop technology 3 Multi-site connectivity
  • Together the holistic nature of the service means customers can recover their staff anywhere so long as their staff have access to a PC, phone and broadband. ie SunGard Recovery centres, your branch offices, serviced offices, working from home or on the move. Anywhere that best suits your people and business! And that’s an important point because if you have to mitigate a long-term disruption where you recover to must be convenient and not disrupt the private lives of your staff. Otherwise your recovery plan may start to disintegrate as the more junior staff weigh up their loyalty to the survival of the business or the need to take care of dependants and their social commitments. Keeping recovery local and convenient is essential.
  • Recover Anywhere offers an attractive price point at which you can mobilise those workers you would ideally like to mobilise and have working ASAP rather than have them at home doing nothing. Of course you could provide this service yourself. SunGard aims to provide a service that is more cost effective and takes the pain of DIY away, so you can focus on what really delivers back to your customers. In this case we have done away with the need to procure, distribute, maintain and recall hardware assets. If you require your non critical staff to recover to local offices you can utilise your other offices, branch offices and even serviced offices. Simply use Recover Anywhere to provide the connectivity to your usuual information and telephony. And of course for the staff you choose to recover at home, you do not need to provide a PC and phone. Recover Anywhere utilises domestic PCs and phones.
  • If the regulators require your business to have greater resilience. Recover Anywhere is arguably the most cost effective resilient environment you can buy that mitigates most known disruptions. The same is true if your customers are putting pressure on you to be more resilient and of course with SunGard you have that extra reassurance in our business being BS25999 –II compliant. Most Recovery centres tend be located within a central belt that runs up England and Scotland which leaves the outer regions of the UK with a considerable journey time to reach a recovery centre. With Recover Anywhere you can plug recovery gaps. Working from Home (WFH) without a good inbound telephony experience may not be ideal for your customers, colleagues and suppliers when they need really need to speak with you. Recover Anywhere provides a full telephony experience so your stakeholders can always call you. WFH means that with some recovery providers call recording isn’t possible. With SunGard it will be an optional extra later in 2010. Long term disruptions tends to stretch the loyalty of lesser paid staff especially if the journey time to a recovery centre is lengthy and impinges on their life outside of work. If staff refuse to continue commuting or decide to leave your recovery plan may come under serious pressure and possible failure. Recover Anywhere brings a local and convenient benefit to your staff.
  • With Recover Anywhere, it is worth rethinking your recovery strategy as Recover Anywhere offers you further options. In strategy 1: 30-40 % of staff are recovered into a Workplace Recovery Centre. Field based staff (in green) are already equipped with laptops, VPN connectivity and mobile phones. However 20-30% of the ideal to recover staff are not recovered. Historically it has just been to costly to recover these staff. With Recover Anywhere you can begin to fill this gap as the price points are more attractive. This means that ATOD, staff normally sent home to do nothing can be productive and help the business return to normal ASAP. In strategy 2: The virtual contract flexibility (in red) of Recover Anywhere enables you to ATOD swap an element of your Workplace positions for virtual positions which means rather than journeying to a workplace recovery centre, a proportion of your critical staff could work from home. Which means that to offer all your critical staff a work from home capability you need only purchase the remaining balance. In model 3 the contract flexibility leverages the positions bought across three sites for those customers who wanted to recover a higher number of staff in Workplace recovery centres either because of regulation or because you need near and far recovery strategies. What you have is a single seamless recovery environment with all staff productive.
  • SunGard is leveraging significant technology investment to offer customers a credible, resilient and scalable infrastructure platform on which to base the Recover Anywhere solution. All the respective technology is the standardised and repeated across our estate to avoid conflicts, ensure quality and enhance recovery speed.
  • On the physical estate each site is connected by dual, diverse, multi Gb links in separate trunks. The network enables customers to access their data from any location. The PBX is centralised and split across two resilient data centres enabling SunGard customers to access their telephony from any site and beyond.
  • In this slide you can see how the home or Recover Anywhere service dove tails into the physical estate.
  • 1 Receive an authenticated URI and a separate password 2 Login to access the service 3 Normal login to your PC 4 Login to the phone
  • SunGard’s security principles was to ensure that n o electronic company data leaves your business and we wanted to eliminate customers hardware security exposure be that perceived or real, after all, nobody wants to be headline news re a security scare. And we didn’t want to burden customers with the need to physically distribute, maintain and recall dongles, CDs, USB keys, headsets and hardware. So we have adapted a proven existing remote access service used by customers to access servers remotely that meets stringent security demands. ie Remote Console.
  • 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 Anywhere virtual position At Time of Disaster (AToD) you can flex your contract and convert up to 50% of your shared physical workplace positions Or ATOD you could double your virtual positions providing it does not exceed 50% of your physical positions. Existing Workplace customers: minimum order of 10 virtual positions New Customers: Minimum order of 20 Workplace & 10 virtual positions The same risk policy is applied to our virtual positions: ie the risk is evaluated as it approaches 25:1.
  • 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 Anywhere virtual position At Time of Disaster (AToD) you can flex your contract and convert up to 50% of your shared physical workplace positions Or ATOD you could double your virtual positions providing it does not exceed 50% of your physical positions. Existing Workplace customers: minimum order of 10 virtual positions New Customers: Minimum order of 20 Workplace & 10 virtual positions The same risk policy is applied to our virtual positions: ie the risk is evaluated as it approaches 25:1.
  • At Time of Disaster (AToD) you can flex and convert some of the shared physical element of your contract by up to a maximum 50% on a 1:1 basis subject to availability AToD. In example 1 ie 200 Physical Workplace positions and 100 virtual positions ATOD can be flexed to become: 100 Physical and 200 virtual positions. In example 2 the lesser model applies as the customer did not need to buy up to the maximum amount of virtual positions ie 50% of their physical workplace positions. But ATOD the customer can double the amount of virtual positions bought.
  • This is an optional but valuable service. Its objective is to really help you understand how to best apply this new recovery capability and maximise the value you derive from the service. We approach this by taking a business impact analysis and then apply how you could best use Recover Anywhere to mitigate potential disruptions. Some of these questions you may be thinking about could be answered by this service.
  • If you didn’t want to undertake consultancy, SunGards CMS WorkForce Assessment tool /survey can help you to answer many questions in terms of understanding who might be suitable for home recovery and if they are technically equipped to do so. Or perhaps they have additional skills that could be useful ATOD. Or do they have dependencies that may prevent them from working late or early. CMS WorkForce Assessment can help you find the answers quickly.
  • Enable 2-way Emergency Communications Automatically escalate between an unlimited number of devices to reach an individual. When a person is contacted, they may be asked a question, or connected to a live conference bridge. Fully Integrated to Your IT Environment Synchronises contact data from HR, DR Planning, e-mail, and other systems to ensure data accuracy and completeness. Designed for Security & Privacy AlertFind’s hierarchical security model allows you to restrict the scope and permissions of any user of the system. This capability is key to enabling departmental use of the system within a larger organisation. Hosted at SunGard’s Global, Tier 4 DR Data Centres AlertFind is delivered from SunGard’s global network of hardened, Tier 4 data centres enabling international call origination, in-country inbound phone numbers, and compliance with international data privacy regulations. Supports Many Use Cases Used today for crisis management, employee roll call, security mobilisations, IT outage communication, site closures, product recalls, and hundreds of other use cases.
  • Infrastructure Always Available Dedicated capacity Infrastructure dedicated to DR Infrastructure distributed across SunGard’s global network of Tier-4 datacentres. Maintains Accurate Contact Information Synchronisation with HR, directory, e-mail, and DR planning systems Auto-synchronisation of new employees Auto-notify users to update contact information. Easy to Send Notifications During a Crisis Activate via web, IVR, live phone support, or web services API Incident Management enables end-to-end crisis management. Security & Data Privacy Control who can send notifications, see contact information and 12 other permissions Compartmentalise departments, locations, etc., so they do not interfere with each other International hosting complies with EU data privacy requirements. Supports Inbound & Outbound Communication Widest variety of outbound notification modes AlertFind’s Hotline™ allows you to integrate inbound and outbound notification processes through a simple phone number.

SunGard Recover Anywhere SunGard Recover Anywhere Presentation Transcript

  • Recover Anywhere TM
  • Recover Anywhere TM In Our Experience
  • 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.
    • 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 and unified comms
    • Connectivity increasingly important
    • Ability to recover increasingly critical.
    In Our Experience People are becoming familiar with new ways of working
  • Recover Anywhere TM Value Proposition
    • For customers looking to enhance their recovery ability at an attractive price point and make it more flexible going forward.
    • Cost-effectively recover more staff with full desktop and telephony capability to accelerate recovery speed and increase productivity
    • Recover Anywhere TM 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 following a disruption, so long as they have access to a telephone and a PC with an Internet browser
    • And because the data and telephony stay within your domain, you maintain control and security over both data and calls
    • With Recover Anywhere TM your people can recover anywhere that best suits them and your business.
  • 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.
  • SunGard’s Workplace Recovery Evolution 2001 2010 Location Connectivity Recover to any / multiple sites Flexible recovery – near and far Rollback to another site Recover Anywhere TM Secure, hosted, flexible dealing
  • Recover Anywhere TM The Solution
  • Recover Anywhere TM
    • One seamless, shared recovery environment
    Recover Anywhere TM Multiple Site Recovery Workplace Virtualised PC images & Softphone telephony WAN, LAN, connectivity Physical Workplace Ghost images
  • A Holistic Recovery Solution RECOVERY
  • Business Pains No company ICT assets deployed with Recover Anywhere TM Home workers need ICT field recovery services to maintain company laptops, etc Leverage local, serviced offices: ICT delivered by Recover Anywhere TM For security we require staff to work in offices not WFH Admin only, no physical assets to maintain or deploy Doing it yourself is very costly: consumes time, needs maintenance, admin and security Affordable way to keep everyone working ATOD loss of productivity – staff do nothing at home Relief Business Pain
  • Business Pains Convenient, sustainable for lengthy disruptions Mitigate long-term disruptions Optional extra with SunGard WFH: Unable to record customer calls Usual telephony experience, seamlessly extended to staff working remotely WFH: a poor in bound telephony experience for your customers Plugs geographic recovery deserts No convenient recovery centre for staff Recover more staff cost-effectively Customers demand greater resilience Part of holistic, scalable, resilient service, that dilutes risk Regulators want greater resilience: too much risk concentration in one area Relief Business Pain
  • Recover Anywhere TM Rigorous process to ensure genuine use and availability Risk management process in the spirit of Workplace Recovery Reduces confusion and apprehension about making business calls and eliminates expense related issues Dialling and billing system that ensure no business calls are charged to your staff Multiple layers of security to protect customers data and telephony integrity Physical and logical security measures Staff can fully participate in day to day business operations including inbound calls Direct dial and hunt groups still available Creates a single, seamless recovery environment spanning anywhere you allow your staff to work from It may be advantageous to convert some of your physical workplace positions to virtual ATOD – ability to flex your recovery provision to suit the disruption No new ICT assets to buy, deploy, manage update or recall Leverages your staff’s access to existing IT and telephony capability Multiple layers of resilience Resilient, secure data centres, for servers, NettApps storage, with VMWare VMotion always-on environment Complete office enabling full work participation VDI desktop and telecoms infrastructure Benefits Features
  • Workplace Recovery Strategy Options…
    • Extend and cost-effectively fill in workforce recovery gaps
    Workplace Critical 30-40% Ideal 20-30%
    • Extend, fill in your workforce recovery gaps and ATOD flex the contract to enable a proportion of your critical staff to recover anywhere
    • 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 staff remaining balance Key: Workplace physical positions Workplace 1 Workplace 1 Workplace 1 Virtual contract flexibility Critical staff remaining balance Recover Anywhere TM virtual positions Ideal 20-30% Field 20% Field 20%
  • Recover Anywhere TM Show Me How it Works
  • Recover Anywhere TM 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 Anywhere TM technology.
  • Connectivity: Centralised PBX & Comms Infrastructure
  • Shared Model – A Single Recovery Environment Customers & suppliers Telephony COLT 50K DDI Telephony LAN data External ATOT / ATOD Alerting & Activation Shared HVD Recovery equipment LTC TC2
  • Accessing the Service Accessing the service PC login Phone login
  • Recover Anywhere TM Security
  • 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.
  • Recover Anywhere TM How to Order Recover Anywhere TM
  • 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 Anywhere TM virtual position
    • At Time of Disaster (ATOD) you can flex your contract and convert up to 50% of your shared physical workplace positions
    • Or ATOD you could double your virtual positions providing it does not exceed 50% of your physical positions.
  • 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.
  • Flexible Advantage ATOD
    • Flex up to 50% of you physical contracted positions
      • Convert to virtual Recover Anywhere TM positions
    • Or double the amount of your virtual Recover Anywhere TM positions.
    Example 1 Buy 200 physical positions and 100 virtual Recover Anywhere TM Example 2 Buy 100 physical positions and 23 virtual Recover Anywhere TM 100 200 Workplace Recovery 100 Recover Anywhere Convert: 100 100 77 100 23 Workplace Recovery Recover Anywhere 23 Double 23
  • Recover Anywhere TM Consultancy – Optimising the Solution
  • Consultancy: Business Impact Analysis
    • Statement of work valued at £3-5K
    • What type of disruptions do you want to mitigate?
    • Which other departments, people or processes would you want to recover to improve your customer experience?
    • Where would you recover your people to, if you based your location decision making on the needs of your people and the business?
    • Where would you recover your people to, if you consider the tasks they perform and the data they access and process?
    • 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?
    • To what technology would you route their DDI calls through to?
    • Do you need to record business calls made from home to stay within industry regulation?
    • How do you ensure your staff’s domestic phone or mobile phone bills won’t go through the roof?
    • How do you transfer your data offsite in the most cost-effective and secure method?
  • Recover Anywhere TM CMS Software: Workforce Assessment
  • How Much Workplace Recovery and Recover Anywhere TM ?
    • 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.
  • Recover Anywhere TM Distributing Remote Access
  • AlertFind
    • The most effective way to communicate and distribute remote access keys and passwords
    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
  • 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
  • AlertFind Overview
    • AlertFind is the most powerful and dependable
    • enterprise-class notification service available
    • Enable 2-way emergency communications
    • Fully integrated to your IT environment
    • Designed for security & privacy
    • Hosted at SunGard’s global data centres
    • Supports many use cases.
  • 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.
    Aggregate Real-Time Results
    • Only AlertFind meets the 5 essential requirements for
    • emergency notification
    • 5 reasons why the largest enterprises trust AlertFind
    • Infrastructure always available
    • Maintains accurate contact information
    • Easy to send notifications during a crisis
    • Security & data privacy
    • Supports inbound and outbound comms.
    Essential notification requirements
  • Advantages of Recover Anywhere TM
    • Holistic approach mitigates most known disruptions
    • Full office desktop and telephony user experience
    • Full user participation in work tasks – increases productivity ATOD
    • Attractive purchase price points
    • ATOD contract flexibility to swap physical to virtual positions
    • Eliminates complexities re user telephony expense claims
    • No hardware to administer or distribute
    • Effective electronic communication of keys and passwords.
  • 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.