Avaya Business Continuity Plan Overview

Transcription

1 Avaya Business Cntinuity Plan Overview 1 Crprate Business Cntinuity Prgram Mdel at Avaya At Avaya the versight f the Business Cntinuity Prgram belngs t the Crprate Business Cntinuity Management Team. This team will prvide directin and assistance with develping and implementing business cntinuity thrughut Avaya and supprt business grups glbally with their effrts in respnse t a business interruptin in r incident. The Team will perate as an audit functin t ensure cmpliance with their established plicy and prcedures and will track and reprt n each business grup s prgress t Executive Leadership as requested. The BCM Team will als facilitate crprate supprt effrts during a crisis situatin impacting multiple business r lcatins. The wnership f the Business Cntinuity Prgram belngs t the rganizatin s senir business leaders. The respnsibility fr develping, implementing, maintaining, ining, executing, and funding the Business Cntinuity Prgram belngs t the functinal area with assistance frm the Crprate Business Cntinuity Management Team. 1.1 BCP Plices and Methdlgy The plicies and prcedures addressed in the crprate wide Business Cntinuity Management guide include: Crisis Management, Business Cntinuity, Technlgy Recvery, Testing, Maintenance, Training and Awareness. It is Avaya's plicy that its critical business functins have dcumented business cntinuity plans in place. The plans utline the prcesses, prcedures, and peple believed t be necessary t cntinue and recver critical business functins. It is Avaya s business cntinuity plicy that each plan shuld be tested at least annually and as required in the event there is a significant change in business peratins r technlgy. Test results shuld be dcumented by business grups and used t updated recvery plans as needed. 1.2 Management Summary The Business Cntinuity Management Team (BCMT) wrks with the business grups t build a sustainable business cntinuity management prgram t meet Avaya s respnsibility t its custmers n an nging basis. This prgram delivers viable cntinuity f peratins strategies and slutins fr its missin critical business functins and technlgies. The Avaya Business Cntinuity Prgram Mdel includes cmmitments by Avaya s key suppliers t have a Business Cntinuity prgram in place that meet recgnized standards. Suppliers are queried peridically as t their BC readiness and ability t respnd t incidents and utages. The primary gal f a Business Cntinuity Prgram is t enable an rganizatin t survive a disaster r business interruptin and cntinue business peratins. Avaya s Business Cntinuity prgram key bjectives fr develping business ss cntinuity plans include: Prvide fr the safety f Assciates and peple n premises Sustain uninterrupted service fr ur custmers Minimize damage and lsses Page 1

2 Establish authrity during an emergency situatin Ensure effective cmmunicatin and crdinatin Identify critical lines f business and supprting functins Priritize wrk effrts Cntinue critical business peratins Minimize the duratin f a disruptin Reduce the cmplexity f the recvery effrt Assist with event management 2 Crisis Management and Incident Respnse 2.1 Crprate Supprt Team Avaya has a Crprate Supprt Team (CST) t help mitigate risk and prvide and expedite recvery resurces t manage incidents r disruptin events that pse majr risks t the emplyees and business areas f Avaya glbally and may be large in scpe. The CST supprts lcal and reginal Incident Cmmand Teams upn request r as required by Senir Leadership. The CST is activated when an event will/has escalate(d) beynd the Avaya ffice lcatin r regin riginally impacted. The CST assesses the brader impact t Avaya, crdinates respnses, supprts the lcal and reginal Incident Cmmand Team(s) (ICTs), and facilitates cmmunicatin amng key cntacts in ther regins and externally t Avaya. The Crprate Supprt Team Emergency Management Plan is designed t integrate with existing lcal Incident Management Plans and Business Recvery Plans acrss all businesses, lcatins, Crprate Supprt functins and Infrmatin Technlgy areas. It is designed t fcus n strategic respnse, incident crdinatin, n, and recvery supprt issues that are raised during respnse t an incident at the lcal r reginal level. 2.2 Actin fr Custmer (ACT) Team Respnsibilities Avaya has established an Actin fr Custmer Team (ACT) that includes representatives frm varius business grups like Sales, Services, and Operatins. This team plans, designs, delivers, and implements cmmunicatins slutins n an accelerated basis and cllabrates t prvide timely and apprpriate supprt t custmers when existing Avaya cmmunicatins slutins that are already installed and peratinal are damaged r destryed by a lcal, reginal, r natural disaster. Members frm Reginal Respnse and Crprate Supprt Teams are engaged as needed t assist. The Actin fr Custmer Team is activated in respnse t a ptential r actual lcal, reginal, r natural disaster. The team examines the scpe f the disaster and determines the necessary actins t be taken t apprpriately supprt ur custmers. Listed belw are sme f the actins that may r may nt be executed depending n the situatin: Identifying custmers in harm s way Sales and Services will pull custmer lists fr the impacted areas Practively reaching ut t direct custmers via an autmated calling system r Marketing will develp a message t deliver t custmers Ntificatins regarding lcal, reginal, and/r natural disasters will be psted n and as needed Cntacting custmers and business partners directly Accunt Managers and Field Technicians will reach ut t custmers directly t determine ptential r actual impact Client Service Managers, Field Supprt Managers, and Territry Service Managers have discretin and authrity t practively cntact their clients and business partners as apprpriate Page 2

3 Setting up a custmer service team t prvide pririty respnse t direct maintenance custmers impacted ( ) 2121) and business partners ( ) Services will assign a team f assciates t answer and track calls frm impacted custmers Cmmunicatins will develp scripts t be used when answering calls Maintaining emergency prcedures fr custmers t use befre, during, and after a disaster (supprt.avaya.cm) Services will ensure updated prcedures res are available fr custmers t access (e.g., shut dwn prcedures) Develping special ffers and pricing plans fr replacement parts and equipment Prduct Management and Marketing will review current specials and update infrmatin t prvide t Sales fr custmers needing replacement systems Authentic Avaya will develp ffers fr custmers wh are interested in refurbished equipment Verifying stck availability in lcal areas Order Management and Lgistics will determine e what equipment and parts are readily available Authentic Avaya will identify refurbished equipment that is readily available Placing expedited rders fr parts Order Management will priritize and expedite rders fr impacted custmers Shifting resurces t assist with recvery effrts and prvide additinal supprt in impacted areas Services will ensure that Field Technicians are brught in frm ther areas r regins t assist in supprting custmers wh are impacted Establishing a custmer service team within Inside Sales ( ) t prvide pririty service t custmers withut a maintenance plan r requiring assistance beynd the scpe f the Maintenance Team Inside Sales will assist indirect custmers and custmers requiring full system redesigns by identifying the apprpriate salespersn r business partner *During a reginal disaster where multiple custmers are impacted, Avaya will cntinue t strive t meet service-level agreements and cntractual bligatins. Each situatin and custmer is unique, and ur strategy must be flexible in rder t meet the specific needs f ur custmers. 2.3 Avaya Glbal Supprt Services (GSS) Glbal Supprt Services (GSS) has majr supprt sites lcated acrss Nrth America as well as in Asia- Pacific, Eurpe, Mexic and Suth America. GSS uses a number f Avaya slutins as an integral part f the cmpany s cntinuity f peratins plan. Capabilities that are leveraged in the plan are Best Services Ruting and Lk Ahead Interflw. In additin, the GSS cntinuity f peratins plan includes the fllwing: AT&T Safer and Rute-It, which help prvide cverage during utages f facilities r switches, supprt the 800 number services. Multi-site supprt fr critical peratins U.S. lcatins include Cppell, TX; Santa Clara, CA; Highlands Ranch, CO; and Westminster, CO. Internatinal lcatins are distributed acrss Canada, Mexic, Suth America, Asia- Pacific, and Eurpe 5-digit dialing and ruting f calls t mst lcatins. Multiple terminatin pints fr 800 number service. Current vectring t help allw fr autmatic cverage in tw r mre lcatins ns by use f Lk Ahead Interflw* and Best Services Ruting** features. *Lk Ahead Interflw Avaya Definity Server feature that allws a call t be sent t anther lcatin based n specific criteria, such as whether an agent is available. Page 3

4 **Best Services Ruting Rutes and queues a call t the lcatin that returns the best/least estimated wait time. Engineering grups have alternate set up fr remte agent capabilities. 2.4 Avaya Operatins Services (AOS) Avaya s Managed Services are based n Infrmatin Technlgy Infrastructure Library (ITIL ) and are delivered utilizing a glbal 24/7 fllw the sun mdel. AOS s delivery mdel incrprates a glbal rganizatin with a glbal platfrm, glbal supprt grups, and glbal management. Wrk is priritized within the platfrm based n impact and urgency the client faces. AOS supprt engineers are virtually 1 team but are physically lcated arund the glbe. AOS has supprt sites spread ut in Asia Pacific, Eurpe, Suth America, and Nrth America. AOS supprt lcatins have been chsen t be away frm shrelines and utside f knwn earthquake znes t attempt t avid knwn natural disasters. Resurces are managed directly within the supprt rganizatin and if warranted, vertime, and / r additinal al cverage wuld be arranged based n the situatin and under the directin f the Service Delivery Directr. Example: If a site was inaccessible, engineers may wrk remtely and / r wrk wuld be handled by the engineers in ur ther supprt centers. AOS Clients may reach supprt via custmer prtal* r live phne call. AOS uses a number f Avaya telephny slutins t ensure 24/7 cverage availability t ur clients including: - Multiple terminatin pints fr primary tll-free service t enable Avaya t swing a tll-free number frm a primary pint t anther pint - Lk Ahead Interflw (LAI) is used when the Autmatic Call Distributin (ACD) is receiving calls but agents are unable t lgin / receive calls enabling lk ahead usage f the secndary ACD - Remte agent capabilities (where allwed by law) - Ability fr agents t lg int a different Autmatic Call Distributin system (ACD) t receive calls if primary ACD is unreachable AOS als utilizes tls fr re-ruting ruting tll free numbers t prvide alternate ate ACD cverage during utages f facilities r telephny services. If the ACD is nt reachable by clients, the tll-free number and the agents may be redirected t a secndary ACD. Althugh we d ur best t ensure availability, there may be shrt timeframes where client calls may nt be prcessed due t an utage. In this situatin, AOS Clients may cntact their Service Delivery Manager t address the issue at hand r utilize the n line AOS Managed Services Prtal*. *lgin required 3 Disaster Management 3.1 Avaya Respnse Depending n the situatin, Avaya will respnd in ne f tw pre-defined methds: ptential disaster r actual disaster. Ptential Disaster A ptential disaster is defined as an event which may take sme time in develpment. The disaster area may deviate ver time as a disaster is develping (such as a Hurricane, Typhn, r ther natural disaster). Custmers in ptential disaster areas shuld prvide Avaya with preparatin infrmatin regarding the services prvided t them. Page 4

5 Actual Disaster Whenever an actual disaster ccurs, the Actin fr Custmer Team (ACT) is activated and will discuss the mst effective way t address the scenari and assist custmers. It is strngly recmmended that each custmer in the affected area prvides cntact infrmatin t Avaya fr lgistics and supprt requirements. It is als recmmended that custmers g t supprt.avaya.cm fr emergency shut-dwn prcedures. res Disaster Recvery Avaya ACT team will assess and implement the mst effective recvery strategies based n custmer requests, implementatin plans, deplyment timing, lcatin availability, facility availability, and final custmer apprval. Restratin may be delayed by rders f Federal and lcal Emergency Management authrities. Once an area has been declared Safe, the custmer will assess temprary and permanent slutins that will be required and will cntact Avaya with thse requirements. 3.3 Custmer Respnsibilities Custmer Planning and Preparedness Prir t any disaster event, every custmer shuld have cnducted their wn Disaster Preparedness planning and risk assessment. The fllwing basic questins shuld be addressed prir t any disaster situatin: Avaya Accunt Infrmatin Have yur active custmer number available t prvide t Avaya. D yu knw wh yur service pint f cntact is and hw t reach them? Knw yur inventry D yu have a detailed inventry f all yur lcatins? A detailed inventry is a cmplete, up-t-date and accurate recrd f every single netwrk element including special features n each f thse elements, circuits, data, etc rganized by its physical lcatin. D yu have a sftware back-up f the perating system stred in a secure, ff site lcatin? What Lcatin are back-ups stred at? Wh has pssessin and access t system back-ups? Define Crprate Structure Which f the cmpany s lcatins are critical sites? Determine which sites cntain business functins that are critical t the entire peratin. What ccurs if these sites are affected? Hw des this hamper the peratin f the cmpany? Identify safe zne lgistics and staging area. Respnsibilities during the emergency 1. Ensure preparedness plans have been accmplished (if time permits) 2. Prvide Avaya an accurate descriptin f service impact, envirnmental cnditins, and essential infrmatin fr assessment f disaster situatin. Page 5

6 3. Prvide ff-site Technical and Management primes t wrk with Avaya Engineering and Recvery staff. 4. Prvide Avaya with recmmendatins t what the primary and secndary recvery strategies shuld address. 5. Prvide Avaya equipment and resurces within their reign f cntrl t assist in recvery. 6. Prvide Avaya with Netwrk Engineering primes and resurces t implement alternative netwrk cnfiguratins until restratin methds are implemented. 7. Implement alternative netwrk engineering n equipment utside f Avaya s span f cntrl. 8. Crdinate utside plant/facility restratin with 3 rd parties if equipment is utside f Avaya span f cntrl. Page 6