FTS NETWORX Enterprise TQC-JTB

Transcription

1 7 DISASTER RECOVERY The Sprint promise to our customers is to deliver the broadest choice and flexibility of communication products and services so they can do what they want and better. Sprint understands, however, that the promise loses credibility if our products and services are not available when and where the customers need them. Sprint also understands that extraordinary events can and do affect the ability of Sprint to provide products and services to our valued customers. To assure our customers that they can depend on Sprint products and services, Sprint maintains an active business continuation program that performs business resumption, disaster recovery and incident management functions. This program assures customers that we implement these functions consistently across the company to enable a rapid, effective response by Sprint to unplanned events that affect our products and services. XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXX XX X XX XX XX XX XXX XXXXXXXXXXXXXXXXXXXXXXXXXXX Page 169 March 5, 2007

2 7.1 DISASTER RECOVERY PLAN (L ) The offeror shall describe in the Disaster Recovery Plan its disaster recovery organization, resources, strategies, practices, policies, processes, procedures, tools, systems, reports and any other relevant capabilities to provide the Government with a high degree of confidence that the offeror has sound, effective, and adequate management, technical, and operational capabilities that meet Government disaster recovery requirements.(l ) Sprint has prepared our Networx Real World-Tested Disaster Recovery Plan Disaster Recovery Plan (DRP) that Dedicated disaster recovery details the processes and organizations personnel Extensive Government that Sprint will use to satisfy the disaster experience recovery requirements identified in A worldwide network that Is disaster-resistant Section C (all subsections) of the Fewest reportable FCC outages for 9 consecutive years Networx RFP. (J.9 ID 10294) The Disaster Recovery Plan is in narrative form, with charts and graphs to illustrate critical points and enhance reader understanding. The DRP, contained in Plan 4 of this proposal, contains the following mandatory sections: Table Disaster Recovery Mandatory Coverage Disaster Recovery Plan Section DRP Section Number Disaster Recovery Organization Section 2 Disaster Recovery Communication Section 3 Disaster Recovery Strategy Section 4 Disaster Recovery Capabilities Section 5 Disaster Recovery Readiness/Preparedness Section 6 Maintenance and Test Procedures Section 6.1 Testing and Revising the Plan Section 6.2 Prevention Section 6.3 Sprint has included our Disaster Recovery Plan with this response, and in accordance with contractual requirements, Sprint will provide the GSA COR with an updated DRP within 30 calendar days after Notice to Proceed. In addition, Sprint will deliver to the GSA COR an annual update to the DRP that will address improved disaster recovery practices, processes, and technologies that Sprint incorporates into the contract. Page 170 March 5, 2007

3 Key elements addressed in the Sprint Disaster Recovery Plan include the items in Table Item XXXXXXX XXXXXXXX XXXXXXX XXXXXXXX XXXXXXX XXXXXXX XXXXXXXXX XXXXXX XXXXXXX XXXXXXXX XXXXXXXX XXXXXXX XXXXXXXXXXXX Table Disaster Recovery Plan Key Elements Description XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXX XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXX XXXXXXXX XXXXXXXXXXX XXXXXXXXXX XXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXX Page 171 March 5, 2007

4 Item XXXXXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXX Description XXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXX 7.2 DISASTER RECOVERY CAPABILITIES (L ) The offeror shall describe its disaster recovery capabilities and approach to provide the Government a high degree of confidence that the offeror will be a strong partner that understands the challenges that the Government faces in: (a) Ensuring continuity of Government operations and services, and the integral role of Networx services in such operations; (b) Minimizing the impact that Networx services related disasters will have on Government operations and services; (c) Maintaining the viability of the Disaster Recovery Plan given the length of the Networx contracts and the changes that will take place in the service environment; (d) Ensuring that Networx disaster recovery capabilities are maintained up to current standards and practices (L ) Sprint has a mature disaster recovery program that addresses the 5 major phases of disaster recovery: 1. Initial Awareness 3. Notification 5. Recovery 2. Damage Assessment 4. Activation One key aspect of the Sprint disaster recovery program is an Emergency Management Group, a recovery management organization modeled on the National Interagency Incidents Management System (NIIMS). Other organizations that use NIIMS include the Federal Emergency Management Agency (FEMA), Fire and Police, the U.S. Coast Guard, the American Red Cross, and other emergency first responders. By utilizing a common model, Sprint is able to interface with first responders efficiently to ensure rapid and effective response to emergencies. Page 172 March 5, 2007

5 7.2.1 Sprint Disaster Recovery Works The best proof of the maturity of the Sprint Disaster Recovery program is the fact that major disruptive events, such as hurricane Isabel, the Northeast power outage, and the California fires in 2003 had minimal impact on Sprint business operations and to the services provided to Sprint customers. The robustness of our program was illustrated in two other significant events that are noted below. XXXXXXXXXXXXXXXXXXX XX XXXX XXXXXXXXXXXXXXXXXXXXX XX XXXX XX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX X XX XXXXXXXXX XXXX XX X Page 173 March 5, 2007

6 X XX X XXXXXXXXXXXXXXXXXX September 11, 2001 XX XXX X X XXXXX X XXXXXXXXXXXXXXXXXXXXXXXX Support of the Government s Major Operational Goals For the Networx program, Sprint prepared a Disaster Recovery Plan (DRP) that addresses how Sprint will deal with disasters that could potentially affect its operational facilities and infrastructure that support Networx. The primary purpose of the Sprint Networx DRP is to ensure that Sprint meets the Government s four major operational goals (as specified in RFP Section L ). Specifically, these goals are to: a. Ensure continuity of Government operations and services, and the integral role of Networx services in such operations b. Minimize the impact that Networx services-related disasters will have on Government operations and services Page 174 March 5, 2007

7 c. Maintain a continuously updated Disaster Recovery Plan given the length of the Networx contract and the changes that will occur in the service environment d. Ensure that Networx disaster recovery capabilities meet current standards and practices Disaster Recovery Communications To ensure effective communications between Sprint and the Government during disaster recovery operations, Sprint designated a Disaster Recovery Liaison Officer within the Integrated Sprint Program Office. The Sprint Disaster Recovery Liaison Officer will be the primary interface to the Government in the event of a disaster. The Disaster Recovery Liaison Officer will notify the PMO when a disaster occurs that has major consequences on its Networx services, and coordinates as appropriate with the PMO and impacted Agencies. XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXX XXXX XX XXXXXXXXXXXXXXX If an event occurs that may have major effects on Networx services, the Sprint Networx Disaster Recovery Liaison Officer will immediately notify the designated Government PMO Point of Contact of the nature of event. This notification will occur within 15 minutes of determining that the event has occurred. The emergency management actions that Sprint will use to ensure that critical users service requirements continue during disasters are discussed in the Networx Disaster Recovery Plan (DRP). Page 175 March 5, 2007

8 Figure Disaster/Emergency Communications Flow The Sprint communication process ensures rapid and effective communication with the Government in emergencies. As the Networx service provider, Sprint will remain solely responsible for network operations, and will use the Government PMO-provided priorities as guidance in restoring services to Networx users. To be fully responsive to Government service needs, Sprint is prepared to activate its emergency management capability when directed by the Government PMO. Page 176 March 5, 2007

9 7.2.4 Disaster Recovery Liaison Officer XX XXX XXX XX XXX X XX XXXX XX XX XXXXXXXXXXXXXXXXXX If a disaster occurs, the Sprint Networx Disaster Recovery Liaison Officer (or a fully qualified alternate) will be on-site at the Government PMO within four hours of notification of the disaster. Since he has no conflicting duties, the Sprint Networx Disaster Recovery Liaison Officer will be available on an extended basis, as requested by the PMO, to support recovery from major or long-term disaster situations. Page 177 March 5, 2007

10 7.2.5 Disaster Recovery Features of the Sprint Network Regarding the survivability of Sprint Network Management Systems (NMS), Sprint currently incorporates geographically diverse systems to ensure the operability of our systems. This ensures our real-time network monitoring is resistant to failure and avoids the possibility of a single point of failure impacting the entire network management function. XXXXXXXXX X XXX XX X X XXXXXXXXXXXXXXXXXXXXXXX Ongoing Readiness and Preparedness Sprint recognizes that maintaining an effective disaster recovery program requires ongoing readiness and preparedness. For this reason, the Sprint Networx Disaster Recovery Liaison Officer will work on an ongoing basis with the Sprint Emergency Management Group and the Government to ensure that the Networx disaster recovery processes are enhanced to maintain the disaster response readiness for Networx services. As part of these ongoing activities, Sprint Networx Disaster Recovery Liaison Officer will provide, as requested by the Government, annual disaster recovery briefings. The purpose of these briefings is to: Inform and educate the Government on the latest issues, trends, technologies, and practices pertaining to disaster recovery Page 178 March 5, 2007

11 Discuss the implications of these trends, technologies, and practices to the Networx program Discuss the actions that Sprint plans to take to improve its disaster recovery readiness. (J.9 ID 10320) Based on the information exchanged at this briefing, Sprint will assist the Government in reassessing the current disaster recovery plan and practices, plan improvements, and determine what further changes, if any, it should incorporate into the Networx program. This will ensure that the annual Networx Disaster Recovery Plan updates reflect these planned disaster recovery improvements. In addition, the Sprint Networx Disaster Recovery Liaison Officer will prepare briefings on Sprint disaster recovery practices for GSA and Agency representatives and, upon request, will conduct the briefings Continuous Disaster Recovery Program Review Sprint continually reviews our disaster recovery program to ensure that it is effective and constantly ready to address potential disasters. As discussed in Section 6, Disaster Recovery Readiness/Preparedness, of the Disaster Recovery Plan, key steps in this review process include: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXX XXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXX Page 179 March 5, 2007

12 7.2.8 Disaster Preparedness Drills To ensure we are prepared for an emergency and that our disaster recovery plans and processes execute as expected, Sprint conducts annual disaster recovery preparedness drills and exercises. XXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX X X XXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX The collective scope and magnitude of these drills and exercises ensure that the disaster recovery plans for restoring the infrastructure supporting Networx services are both comprehensive and implemented effectively when required. Sprint documents the results of all disaster recovery drills, which are analyzed in detail to identify any shortcoming and lessons learned. As part of the annual updates to the Disaster Recovery Plan, Sprint will report to the Government PMO the actions that Sprint is taking to address any identified shortcoming. (J.9 ID 10321) 7.3 SPRINT EMERGENCY RESPONSE TEAM In addition to the disaster recovery capabilities implemented to protect our networks and information systems, Sprint has long been committed to Page 180 March 5, 2007

13 assisting emergency responders with communications technology and support personnel. Beginning with the Oklahoma City bombing in 1995, Sprint has responded to the needs of emergency responders with effective, secure, and interoperable wireless communications, as well as technological support. Sprint has improved our response capability by centralizing the company s resources under a single directive the Emergency Response Team (ERT). This has enabled Sprint to expedite processing of assistance requests from Federal, state, and local Agencies, as well as prepare and deploy its capabilities more efficiently. XXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXX the ERT is able to immediately mobilize proven wireless communications to multiple emergency sites, regardless of whether there is a Sprint network in Figure XXXXXXXXXXXXXX the area. XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX Centralized emergency response for public safety and disaster support organizations Wireless communication capability regardless of location Support for National Special Security Events Field training exercise support Page 181 March 5, 2007

14 7.3.1 Sprint ERT Capabilities The Sprint ERT is an experienced, cross-functional group within the Sprint Public Sector Federal Government that provides wireless telecommunications infrastructure and support to public safety and disaster support organizations during national and statewide emergencies and field training exercises. XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXX. The following is a partial listing of emergencies to which the Sprint ERT has responded. XXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXX XXXXXX XXXXXXXXXXXXXXXX XXXXXXXXXXXXX XXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXX Page 182 March 5, 2007

15 XXXXXXX XXXXXXXXXXXXXXXXX XXXXXX XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXX XXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXXXXXXXXX XX X X XX X XXXXXXXXXXXXXXXXXXXXXXXXXXXX Our customer operations personnel are trained in rapid account creation, maintenance and pre- and post-deployment service billing, which are necessary in emergency situations. Listed below are examples of assets deployed in support of Agency response to natural disasters. X XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXX XX XXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX Page 183 March 5, 2007

16 XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX X XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXX In addition to the support that ERT provides during national and statewide emergencies and field training exercises, the ERT provides for-fee services to planned Agency-specific events. XXXXXXXXXXXXXXXXXXXXXXXX XX XXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX Military Events (Command events, academy graduations, air shows, change of command) Federal, state, and local elections (registration and voting officials, candidates, political parties) Major international events (NATO, FTAA, and OAS) National Special Security Events (2004 G8 Conference, Democratic and Republication National Conventions, Presidential Inauguration, State of Union Address) Sprint ERT Services XXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXX Page 184 March 5, 2007

17 XXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX X XXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XX XXX XXXX XXXX XX X X XX X XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXX XX XXXXXXXXXXXXXXXXX Page 185 March 5, 2007

18 XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXX X XX XXXXXXXXXXXXXXXXX Page 186 March 5, 2007