Crisis Management – Process & Review Robert DiLossi – Director Crisis Management Office

© 2010 SunGard Availability Services LP. - All Rights Reserved Steps to declare a disaster… 1. (866) or (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 ‘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 Alert Totals – 2010 (Source: SunGard Availability Services US data) – Chart 1 # of Alerts 2010 Alerts via RSPortal Alerts via Phone

© 2010 SunGard Availability Services LP. - All Rights Reserved 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 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 Crisis Management Center

© 2010 SunGard Availability Services LP. - All Rights Reserved 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or Missing  Communication Issues  Lack of Transportation/Lodging/Logistics  No Plan for Extended Recoveries  Outdated Documentation/Scripts (i.e., DDA, Technical Scripts, Employee Contact Lists, etc.)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 Note: SunGard total utilization has never exceeded 43% SunGard Total Resource Utilization (Source: SunGard Availability Services US data) – Chart 2 # of Disasters per Event September 11, 2001 Terrorist Attack 2003 Northeast Power Outage 2004 Hurricane Season 2005 Hurricane Season 2008 Hurricane Season 39%35%40%43%32% Total Resource Utilization Declarations Alerts

© 2010 SunGard Availability Services LP. - All Rights Reserved SunGard Disaster experience per year (Source: SunGard Availability Services US data) – Chart 3

© 2010 SunGard Availability Services LP. - All Rights Reserved 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 # of Disasters Event Type Bomb Threat/ Evacuation Building Damage, Gas/ Water Break EarthquakeFire/ Electrical, Explosion FloodHardware Failure Hurricane/ Weather Network Outage Power Outage SoftwareTerrorism

© 2010 SunGard Availability Services LP. - All Rights Reserved Disasters by Platform (Source: SunGard Availability Services US data) – Chart 5 – Since 1999 # of Disasters Platform Type SGN, TS, Internet, Sorter AS/400DECDedicated/ HA HP 9000 MMC, Gensets, VSAT PCLAN (Intel) Managed Services Main- frame RS6000SUN Micro Trading Floor Workforce Continuity Mega- voice

© 2010 SunGard Availability Services LP. - All Rights Reserved Disaster Experience – Recovery Options (Source: SunGard Availability Services US data) – Chart 6 – Since 2004 # of Disasters Recovery Options Mobile Datacenter or Metrocenter Deployed Mobile (Shipped Equipment) Mobile Generators Shipped Hotsite (Center Based or Mobile in Hotsite)

© 2010 SunGard Availability Services LP. - All Rights Reserved Disasters Declared by Business Type (Source: SunGard Availability Services US data) – Chart 7

© 2010 SunGard Availability Services LP. - All Rights Reserved Workforce Continuity seats used - by Facility (Source: SunGard Availability Services US data) – Chart 8

© 2010 SunGard Availability Services LP. - All Rights Reserved Workforce Continuity disaster event types (Source: SunGard Availability Services US data) – Chart 9

© 2010 SunGard Availability Services LP. - All Rights Reserved SunGard Disaster Experience (Source: SunGard Availability Services US data) – Chart 10 Average # of Days in Disaster Mode MobileHotsite

© 2010 SunGard Availability Services LP. - All Rights Reserved SunGard Disasters allocated by Facility (Source: SunGard Availability Services US data) – Chart 11

© 2010 SunGard Availability Services LP. - All Rights Reserved What can you do at – 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 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

© 2010 SunGard Availability Services LP. - All Rights Reserved Thank You! – Questions?