benefits of hosting your software with sungard

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The Benefits of Hosting with SunGard Availability Services

Application Hosting ResponsibilitiesIt 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

2© 2011 SunGard. www.sungardas.com

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)


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

US Data Center Locations


Approximately 650 Miles Apart Real-time Data Replication Global Load Balancing via DNS SunGard MegaCenters Facilities

Philadelphia, PA (Primary)

Atlanta, GA (Secondary)

What's Included?

We do the PlanningWe do the TestingWe do the CommunicationsWe do the Upgrades & MaintenanceWe do the Validation

No dealing with your IT Department No dealing with 3rd 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


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


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


What is your Application Tier?


Note: The application tiers displayed above may defer from enterprise to enterprise and is just a sample.

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?


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.


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%


Historical Software Availability


Software Availability SLA - 2010

EnvironmentContracted

SLACumulative

SLASunGard 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

EnvironmentContracted

SLACumulative

SLASunGard 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%

The SunGard Difference

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)


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

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)


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


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


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


Hosting Environment Diagram


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.


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.


Application Hosting Guide & SLA Reports


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


Summary of Benefits


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

Why SunGard Hosting?

1. Commitment to Customer Service2. SunGard MS Monitoring (personnel onsite 24x7x365)3. SunGard Product Knowledge4. Technical Knowledge (SQL, IIS, VM, Clustering)5. Software Availability SLA6. Real-time replication and alternate facility7. Communications (Product Maintenance, Upgrades &

Patches)8. Next to Zero Downtime for Hosting Upgrades9. Certifications & Audits (Annual SSAE 16 Type II audit

performed & ISO 20000-1 certified)10. We BUILD, CONFIGURE, and SUPPORT the SunGard

products


For more information on SunGard Availability Services’ visit:

http://www.sungardas.com/Pages/default.aspx
