Benefits of Hosting Your Software with SunGard

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  • 1. The Benefits of Hosting with SunGard Availability Services
  • 2. Application Hosting Responsibilities
    • It is as easy as accessing a URL.
    • Let SunGard hosting services take care of:
    • Installing, configuring, and maintaining of software
    • Managing all hosted environment operations
    • So you can:
    • Focus efforts on optimizing software functionality
    • Maturing your organization’s Business Continuity Program
    • Supporting all SunGard BCM Software products:
    • SunGard CMS
      • LDRPS
      • BIA Professional
      • Incident Manager powered by WebEOC
      • Risk Assessment
      • Vendor Assessment
      • Work Force Assessment
    • PLANet
      • Community Banks
      • Credit Unions
    © 2011 SunGard. www.sungardas.com
  • 3. Application Hosting Team
    • Todd Goudsward – Application Hosting Manager
      • Employed at SunGard for 4 years
      • 17 Years experience in Information Technology
      • Microsoft Certified Systems Engineer (MSCE)
    • Bob Langer – Senior Systems Engineer
      • Employed at SunGard for 7 years
      • 16 Years experience in Information Technology
      • Microsoft Certified Professional (MCP)
      • VMWare Certified Professional (VCP)
      • LDRPS Certified Software Consultant (LCSC)
    • David O’Donnell – Database Administrator
      • Employed at SunGard for 1 year
      • 10 Years experience in Information Technology
      • Microsoft Certified Technology Specialist (MCTS)
      • LDRPS Certified Software Consultant (LCSC)
    © 2011 SunGard. www.sungardas.com
    • Dan Coll – Senior Application Hosting Specialist
      • Employed at SunGard for 5 years
      • 12 Years experience in Information Technology
      • Microsoft Certified Technology Specialist (MCTS)
      • Microsoft Certified Professional (MCP)
      • VMWare Certified Professional (VCP)
      • CompTIA A+ Certified
    • Peter Hachem - Application Hosting Specialist
      • Employed at SunGard for 3 years
      • 11 Years experience in Information Technology
  • 4. US Data Center Locations
    • Approximately 650 Miles Apart
    • Real-time Data Replication
    • Global Load Balancing via DNS
    • SunGard MegaCenters Facilities
    © 2011 SunGard. www.sungardas.com Philadelphia, PA (Primary) Atlanta, GA (Secondary)
  • 5. What's Included?
    • We do the Planning
    • We do the Testing
    • We do the Communications
    • We do the Upgrades & Maintenance
    • We do the Validation
    • No dealing with your IT Department
    • No dealing with 3 rd parties
    • No pre and post upgrade meetings
    • No working off hours or on weekends
    • No time spent creating communications
    • No time spent scheduling or rescheduling the upgrade
    © 2011 SunGard. www.sungardas.com
  • 6. How SunGard can do it better ….
    • New installs 30x quicker, 90x if procuring HW
    • Software upgrades and patches 10x quicker
    • Quicker access to new Features
    • Quicker access to Hot Fixes
    • Quicker Support
    © 2011 SunGard. www.sungardas.com
  • 7. Would your rather be doing ….. Or creating, updating and testing your BC Plans?
    • Installation & Upgrades
    • Planning
    • Scheduling
    • Servers
    • Recovery
    • Backups
    • Replication
    • URLs
    • Back-out Plan
    • Testing
    © 2011 SunGard. www.sungardas.com
  • 8. What is your Application Tier? © 2011 SunGard. www.sungardas.com Note: The application tiers displayed above may defer from enterprise to enterprise and is just a sample.
  • 9. What do you get from your current system?
    • Do you get Software Availability SLA?
    • Do you get upgrades quickly?
    • What is your application tier?
    • How old is the version of CMS you are running on?
    • Do you have charge backs?
    • When is the last time the HW was updated?
    • Are your systems maintained?
    • Are there DB health checks?
    • Is there monitoring of the systems and software?
    © 2011 SunGard. www.sungardas.com
  • 10. Service Level Agreement (SLA) Measurements
    • Software Availability
      • Software Availability is defined as the ability to receive a data packet from the Internet and present the data packet to the software and route the data packet back to the Internet.
    • Transmission Latency
      • Transmission Latency is defined as the round trip time it takes for a data packet to travel between two agents within the network.
    • Packet Delivery
      • Packet Delivery is defined as packets dropped due to transmission errors or router overload before exiting the infrastructure.
    © 2011 SunGard. www.sungardas.com
  • 11. Software Availability SLA by Environment
    • SunGard CMS Hosted – 99.9%
    • SunGard CMS OnDemand – 99.5%
    • PLANet Professional – 99.5%
    • PLANet Standard – 99.0%
    • Outage Minutes per SLA %
      • 99% = 7.20 hours per month
      • 99.5% = 3.60 hours per month
      • 99.9% = 43.2 minutes per month
    • Transmission Latency will not exceed 75 milliseconds
    • Packet Delivery average successful packet deliveries through the network for 99.90%
    © 2011 SunGard. www.sungardas.com
  • 12. Historical Software Availability © 2011 SunGard. www.sungardas.com Software Availability SLA - 2010 Environment Contracted SLA Cumulative SLA SunGard CMS Hosted 99.90% 99.91% SunGard CMS OnDemand 99.50% 99.93% PLANet Professional 99.50% 99.94% PLANet Standard 99.00% 99.94% Software Availability SLA - 2009 Environment Contracted SLA Cumulative SLA SunGard CMS Hosted 99.90% 99.96% SunGard CMS OnDemand 99.50% 99.96% PLANet Professional 99.50% 99.96% PLANet Standard 99.00% 99.96%
  • 13. The SunGard Difference
  • 14. Routine Maintenance & Services
    • Regular Microsoft® Patch Testing and Installation
    • Regular Software Maintenance & Upgrades
    • Secure Data Management and Backup
    • Monitoring
    • High Availability
    • Instantaneous Scalability
    • Test fail-over during all Major & Minor SW upgrades
    • Perform DR Test Annual (report available)
    © 2011 SunGard. www.sungardas.com
  • 15. Maintenance Notifications
    • SunGard Software Upgrades & Patches
      • 4 Weeks Prior - Anticipated
      • 3 Weeks Prior – Anticipated
      • 2 Weeks Prior – Scheduled (ReadMe included)
      • 1 Week Prior – Reminder
      • Completed Notification
    • Microsoft Patches
      • 1 Week Prior
    © 2011 SunGard. www.sungardas.com
  • 16. Audit Certifications
    • ISO 20000-1 certified for BCP Software Development and Deployment
    • Annual SSAE 16 Type II audit performed
    • Our experienced staff are trained to follow ISO standard procedures and ITILv3 best practices
    • SunGard also adheres to industry standards such as ITIL, ISO 9001:2008, and COBIT for internal operations
    • SunGard Data Systems Corporate Audit (yearly)
    • Third Party Security Audit (quarterly)
    © 2011 SunGard. www.sungardas.com
  • 17. Monitoring
    • eHealth (Managed Services) - monitors servers, network devices, firewalls, load balancers
    • IPMonitor - monitors application services, disk space usage, CPU and memory
    • Coradiant Truesight - Real time user performance management
    • AtWatch - Synthetic external web site testing
    • OneSwitch – Customized portal for Replication
    • Dell Openmanage – Hardware health monitoring
    • Idera – SQL DB health, performance, monitoring
    © 2011 SunGard. www.sungardas.com
  • 18. Back-ups
    • Full SQL Backups are performed nightly using Redgate’s SQL Backup v.5 which provides encryption and compression
    • Backup files are sent to tapes created using Tivoli Storage Manager (TSM)
    • Tapes are sent to an off-site storage facility
    • Daily reports are provided and reviewed
    • Any failed backups auto generate a Managed Services ticket for investigation
    © 2011 SunGard. www.sungardas.com
  • 19. Network Infrastructure
    • Data Center connections are combined to form one highly redundant Internet access facility
    • Firewalls – Juniper SSG 320 HA pair
    • Load Balancers – F5 BigIP 500 LTM HA Pair
    • Intrusion Prevention Services – Proventia Gx5108 HA Pair
    • Cisco switches used for Local Area Network
    • All network infrastructure components are fully redundant
    © 2011 SunGard. www.sungardas.com
  • 20. Hosting Environment Diagram © 2011 SunGard. www.sungardas.com
  • 21. Environmental
    • Fire detection is provided by smoke detection systems above and below the raised floor. Fire suppression is provided by the pre-action sprinkler systems and a FM 200® system, and portable fire extinguishers located in strategic locations throughout the Data Centers.
    • Water sensors are installed under the raised floors of the Data Centers. A monitoring panel indicates the presence and location of any water at the floor drains under the raised floor. If water is detected, an audible and visual alert is communicated to the Facilities department and/or the local operations desk.
    • Air conditioning units , power distribution units, and other environmental equipment are monitored. Abnormal indications are sent to the alarm station at the local operations center or the Security Desk.
    • Power for computer operations and other essential equipment is supported by Uninterruptible Power Supply (UPS) systems. The UPS systems provide continuous power for the Data Centers’ computers, without any interruption or outside intervention.
    • Generators to provide a substitute for commercial power in the event of a service interruption.
    © 2011 SunGard. www.sungardas.com
  • 22. Physical Access – Security
    • Customers/visitors must sign in prior to gaining access to the facility and sign out when exiting. Customers/visitors must present a government-issued photo ID. Escort Required. Badges do not open any doors into the raised floor area. Contractor, customer, and visitor badges, which can access the raised floor area from the front and rear, are signed in and out each day.
    • Personnel are onsite 24/7/365 days a year to monitor access at each facility. All security is monitored from a central location (NOC) within each facility. All entrances and exits to the facility are protected by an electronic cardkey and/or master key system.
    • Customer-owned hardware, servers, and network devices in the Data Center raised floor area are secured in locked cabinets, cages, or suites. Keys to customer cabinets are stored in the NOC at each facility.
    • SunGard has installed security cameras in several areas in and around the facilities to proactively monitor the activity in and around the facilities and Data Center raised floor areas. Through CCTV, the cameras are displayed in the NOC for the Operations team to monitor. Monitors in the NOC record and display the CCTV. NOC personnel rotate the recording media as necessary in order to maintain a 30-day archive of video activity.
    © 2011 SunGard. www.sungardas.com
  • 23. Application Hosting Guide & SLA Reports © 2011 SunGard. www.sungardas.com
  • 24. What’s New?
    • User Acceptance Testing (UAT) Environment
      • To preview new features and functionality in upcoming releases
      • To test changes that might have a system-wide impact, such as extensive security modifications or screen customizations
      • To learn new functionality before implementing it in their “live” program
      • To update or develop internal training materials and documentation
      • To prepare their internal release rollout plans
    © 2011 SunGard. www.sungardas.com
  • 25. Summary of Benefits © 2011 SunGard. www.sungardas.com
    • Infrastructure:
    • SSAE 16 Type II Datacenter
    • High availability environment
    • Real-time replication to alternate datacenter
    • Physical security
    • Environmental controls
    • Operations:
    • Dedicated application hosting team
    • Various SLA measurements
    • 24x7x365 monitoring
    • Instantaneous scalability
    • Database optimization
    • Enhanced product support
    • Costs:
    • No capital costs required
    • No on-going maintenance costs
    • No facility and utility costs
    • No software costs (OS, SQL, Vmware, backup software, etc.)
    • Reduced chargeback costs
    • Maintenance, Upgrades, & Other:
    • Quicker assess to software upgrades and patches
    • Microsoft patches tested and installed
    • Test fail-over during all major & minor upgrades
    • Perform DR test annually
    SunGard Hosting
  • 26. Why SunGard Hosting?
    • Commitment to Customer Service
    • SunGard MS Monitoring (personnel onsite 24x7x365)
    • SunGard Product Knowledge
    • Technical Knowledge (SQL, IIS, VM, Clustering)
    • Software Availability SLA
    • Real-time replication and alternate facility
    • Communications (Product Maintenance, Upgrades & Patches)
    • Next to Zero Downtime for Hosting Upgrades
    • Certifications & Audits (Annual SSAE 16 Type II audit performed & ISO 20000-1 certified)
    • We BUILD, CONFIGURE, and SUPPORT the SunGard products
    © 2011 SunGard. www.sungardas.com
  • 27. For more information on SunGard Availability Services’ visit:
    • http://www.sungardas.com/Pages/default.aspx
    © 2011 SunGard. www.sungardas.com