NOTE Please note that Disaster Recovery Services are chargeable services.

Transcription

1 CONTENTS SECTION 1 PAGE No. PREVENTION IS BETTER THAN CURE 2 - LIGHTNING AND MAINS SUPPLY PROTECTION - STATIC ELECTRICITY - BACKUP STRATEGY - COMPUTER VIRUS - THEFT - INSURANCE SECTION 2 4 GENERAL INFORMATION - SERVICE DETAILS, OBJECTIVES AND AVAILABILITY - REPAIR ESTIMATES/CHARGES SECTION 3 5 HOW TO REPORT A DISASTER RECOVERY EVENT APPENDICIES 1. WHAT TO DO IF DISASTER STRIKES YOUR COMPUTER 6 2. DISASTER RECOVERY SERVICE STANDARD LETTER 7 3. DISASTER RECOVERY SERVICE FORM 8 4. LOSS OR DAMAGE REPORT 9 5. BACKUP STRATEGY 10 NOTE Please note that Disaster Recovery Services are chargeable services. Page 1/11

2 SECTION 1 PREVENTION IS BETTER THAN CURE Lightning and mains supply protection. Whereas computer systems are designed to operate from a clean, stable mains supply, it is an unfortunate fact that the normal AC supply may carry transients that can cause actual damage to computer circuitry as well as the loss or corruption of data. Independent studies indicate that short-term loss of supply, lightning and power surges are a major cause of computer disasters. For day to day protection against these mains borne threats InPS includes carefully selected Uninteruptable Power Supplies in its sales portfolio and recommends their installation with every fileserver. Static Electricity Your computer case not only houses the electronic circuitry that makes up the computer system, but it also helps to protect these sensitive components against stray magnetic and electrical fields. When circuit boards are shipped to the practice for repair or replacement purposes they will be packed appropriately. InPS engineering staff are trained and equipped to make use of static control methods whenever they handle, use, move or open your computer equipment. To avoid damage caused by static, InPS recommends that customers do not remove computer covers or handle circuit boards unnecessarily. If you feel that you have a static problem, for example if you get a shock when you touch a metal surface at the practice, please do not hesitate to seek further advice. Backup Strategy In computer terms, the most valuable asset each practice has is not the computers themselves but the clinical data held on them. Protect your data by ensuring that good backup habits are practised. InPS recommends the backup strategy attached in appendix 5 on page 10. Backup media is best stored in a fire proof safe of which there is a wide choice readily available. A full backup of programmes and data will give maximum security and is fast and simple with the current range of high capacity backup products. Such attention to detail and the cost of a few extra tapes or disks is nothing compared to the overtime costs and hassle of rebuilding the system and re-entering data after a system failure. Page 2/11

3 Computer Virus Avoid a Virus infection by installing only the most reputable software and do not try out games and other non-essential programmes on your business computer. Several recent Viruses have been distributed in this way and its just not worth taking the risk. Further protection can be gained by installing Virus protection software as recommended by InPS. However you should only install anti-virus software yourself if you are experienced in this aspect as these programmes do change some fundamental file structures and can lead to loss or damage to other facilities. Theft Recent reports indicate that computer hardware theft has grown over recent years so customers are advised to review their security with this in mind. Protect your equipment by making it more difficult to steal in the first place and mark it with your name and address to deter theft and to improve the likelihood of recovery should a theft actually occur. There are low cost anti-theft systems available from simple to install cable and lock devices designed to stop the opportunist thief and lock down systems that provide even greater protection. InPS supply these products plus a range of lockable cabinets that provide a further level of security and some surgeries have gone for the ultimate security of placing their fileservers in purpose built enclosures. So do take the opportunity to review your security precautions. Insurance However careful, disasters do sometimes occur so make sure you have good insurance cover for your computer system. Remember that if you loose the use of your computer for several days it will take additional time and resource to catch up with data entry so give some thought to obtaining insurance cover for the associated consequential costs. Page 3/11

4 Service Details, Objectives and Availability SECTION 2 GENERAL INFORMATION The InPS Recovery Service provides a fast track response for InPS customers who have been affected by damage or loss caused by theft, fire, serious power surge, lightning, electrical storm or water / fluids. The service is specifically designed to provide an additional level of support for customer equipment which is on the current InPS Computer Supply and Service Agreement. The combination of these two services add together to provide an extremely comprehensive support package. On site damage assessment service. The customer may request that a InPS specialist visits the site to assist with damage assessment. Workshop repair service. An estimate and repair service will be operated by the InPS workshop for damaged equipment. New Equipment. A fast track purchase scheme is available via the InPS Account Manager to replace lost or damaged equipment. Operational Assistance. InPS will make reasonable endeavour to achieve system access and make other adjustments to improve the situation. This does not include the provision of replacement equipment. Repair Estimates/Charges For Health and Safety reasons our engineers will not attempt to offer field repair to equipment which is believed to have been damaged by fire, serious power surge, lightning or water / fluids. InPS recommends that such equipment is returned to the InPS workshop for detailed examination and preparation of repair estimates. Such estimates will almost certainly be required by the insurance company before agreeing repair or replacement costs. Repair estimates and repair charges will be levied at the prevailing labour rate for the InPS recovery Service. Page 4/11

5 SECTION 3 HOW TO REPORT A DISASTER RECOVERY EVENT Any such incident should be reported to the InPS Help Line by telephone or Fax making it clear that this is a Disaster Recovery Event. Telephone No Fax No Page 5/11

6 APPENDIX 1 WHAT TO DO IF DISASTER STRIKES YOUR COMPUTER IF YOUR COMPUTER HAS BEEN LOST OR DAMAGED BY FIRE, THEFT, FLOOD, POWER SURGE OR LIGHTNING IMMEDIATELY CONTACT THE InPS HELP LINE AND REPORT A DISASTER RECOVERY EVENT TELEPHONE : OR FAX : InPS HELP LINE WILL LOG THE REPORT AS A DISASTER RECOVERY EVENT PASS THE DETAILS TO THE InPS RECOVERY SPECIALIST THE InPS DISASTER RECOVERY SPECIALIST WILL CLARIFY YOUR REQUIREMENTS DISCUSS YOUR OBJECTIVES and.. EXPLAIN GUIDE ASSIST COMMUNICATE VISIT IF REQUESTED PLEASE NOTE THAT THIS IS A CHARGEABLE SERVICE PLEASE KEEP THIS INFORMATION SHEET ON YOUR NOTICE BOARD FOR EASY REFERENCE Page 6/11

7 APPENDIX 2 IN PRACTICE SYSTEMS DISASTER RECOVERY SERVICES Dear I am sorry to learn that items of your computer system were damaged or stolen recently. The matter was reported to InPS on the day month year Unfortunately, this damage or loss falls outside the cover of the InPS Computer Supply and Service Agreement but we do offer an additional range of services which have been developed specifically to deal with such incidents. A more detailed description of these services may be found in the InPS Disaster Recovery Service documentation. SERVICES On site damage assessment service. The customer may request that an InPS Specialist visits the site to assist with damage assessment. Workshop repair service. An estimate and repair service, operated by the InPS workshop, is available for damaged equipment. New Equipment. A fast track purchase scheme is available via the Account Manager, to replace lost or damaged equipment. Operational Assistance. InPS will make reasonable endeavour to achieve system access and make other adjustments to improve the situation. This does not include the provision of replacement equipment. These are chargeable services but the charges can usually be passed, by the practice, to their insurance company. Equipment damaged by fire, power surge, lightning and water often prove to be uneconomical to repair and usually the fastest and cheapest way to get the system operational again is to purchase new equipment at the outset. What ever the circumstances, our recovery specialists are available to discuss the options and assist you in formulating the action plan which is most suitable to your needs, but I must stress that the responsibility for specifying the action plan lies with the customer. Your primary contact for dealing with this event is :- Primary Contact Richard Webster Telephone Fax Yours sincerely, Richard Webster InPS Recovery Specialist Page 7/11

8 APPENDIX 3 IN PRACTICE SYSTEMS Disaster Recovery Service USER NUMBER: USER NAME & TITLE: ADDRESS: LOG NUMBER: LOG DATE: The customer MUST specify the Disaster Recovery Service(s) required :- On site damage assessment service Workshop repair service New Equipment Operational Assistance Yes / No Yes / No Yes / No Yes / No Please enter any other details : Where an engineers visit is requested I agree to pay all the associated costs as follows:- a) The minimum charge is 250 during week days and includes 2 hours of labour. (A minimum cost of at weekends and public and bank holidays). b) labour for each hour thereafter c) Maximum labour charge per engineer is 500 per day including subsistence. e) Parts. As per price list Preferred date for engineer s visit: Name: Signature: Date: To be signed and dated by an authorised member of staff and returned to :- InPS Disaster Recovery Specialist, ICM Services Ltd, Unit 11, Wooburn Industrial Park, Woburn Green, Bucks HP10 0PE Fax : Page 8/11

9 APPENDIX 4 Disaster Recovery Event - Loss or Damage Report Disaster Event Type: Lightning/Flood/Theft/Other.. This form should be completed by the ICM Engineer. of Pages Please return this form to: - The Customer Service Manager ICM Service Ltd FAX: Unit 11 Wooburn Industrial Park Wooburn Green, Bucks HP10 0PE User No. InPS Log No. Engineer. Visit Date. Practice Address: Authorised Practice Signatory. Name: Signature: Loss or Damaged equipment list and brief description of damage Type Model Serial No. Location/User Details e.g. Printer Pro Dot Room 5 Commport Failure Please Note: The items listed above have been identified as lost or damaged by the above stated event. There may be other deficiencies or damage that may or may not be evident at this time Page 9/11

10 APPENDIX 5 Back Up Strategy In computer terms, the most valuable asset each practice has is not the computers themselves but the clinical data held on them. Protect your data by ensuring that good backup habits are practised. A full backup of programs and data will give maximum security and is fast and simple to carry out with the current range of high capacity backup products. As a simple security precaution, keep a back-up copy off the premises at all the times. On the following pages are details of the InPs recommended back up strategy which we believe is both cost effective and secure. The procedure involves a simple and fast daily routine that covers a period of 12 weeks and requires 10 cartridges. LABELLING In order to carry out the 12 week cycle, the cartridges need to be labelled in the following manner: Label four Label three Label three cartridges: cartridges: cartridges: Monday Friday 1 Month 1 Tuesday Friday 2 Month 2 Wednesday Friday 3 Month 3 Thurs Page 10/11

11 APPENDIX 5 Back Up Strategy (Continued) 12 Week Schedule Step 1: Friday 1 To start the initial 4 week cycle, back-up the first week s data on the cartridge labelled Friday 1. Step 2: Monday, Tuesday, Wednesday, Thursday On Monday evening, backup all the data on the cartridge labelled Monday and repeat this procedure on a daily basis using the cartridges labelled for the appropiate day. Step 3: Friday 2 On Friday, use the Friday 2 cartridge to back-up all of the data. Step 4: Repeat STEP 2 for the following week. Use the cartridge labelled Friday 3 to repeat STEP 3. Step 5: Month 1 During week 4, repeat the daily back-up procedure as outlined in STEP 2. However, on Friday, use the cartridge labelled Month 1 to back-up the file Server data. Step 6 Repeat this cycle for the next 4 weeks, following the same daily procedure outlined in STEP 2 and the weekly procedures outlined in STEP 3 and 4. Step 7 Repeat STEP 5, however, use the cartridge labelled Month 2 to back-up the File Server data. Step 8 During Month 3, repeat the daily procedure and the weekly procedure as outlined in STEP 2 to 4, but at the end of the fourth week use the Month 3 cartridge to perform a complete back-up of the data on the File Server. Repeat the next 12 week cycle starting with STEP 1 TIPS Always date the new tapes and replace after 1 year Replace damaged, old or worn tapes immediately Always keep a spare cartridge in case of failure Clean the DAT once each week, using a cleaning cartridge Ensure that all users have logged off before running the backup. Note that the backup will be invalid if any user has not logged off. Page 11/11