8x8 webinar: prepare now to survive a disaster...

37
© 2009 NASDAQ-LISTED: EGHT 8x8 Webinar: Prepare Now to Survive a Disaster Later January 23, 2013 The materials presented in the webinar provided by 8x8, Inc. are intended to provide general information on a particular subject or subjects and are not an exhaustive treatment of such subject(s). 8x8, Inc. makes no representations or warranties about the accuracy or suitability of any information in the webinars and related materials; all such content is provided on an “as is” basis. The information contained in these webinars and related materials has been prepared, compiled, or provided by 8x8, Inc. as a service to subscribers and is not intended to constitute legal advice or the rendering of legal, consulting, or other professional services of any kind. Users of these materials should not in any manner rely upon or construe the information or resource materials in these materials as legal, or other professional advice and should not act or fail to act based upon the information in these materials without seeking the services of a competent legal or other professional.

Upload: vuongphuc

Post on 23-Mar-2018

220 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

© 2009 NASDAQ-LISTED: EGHT

8x8 Webinar: Prepare Now to

Survive a Disaster Later

January 23, 2013

The materials presented in the webinar provided by 8x8, Inc. are intended to provide general information on a particular subject or subjects and are not an exhaustive treatment of such subject(s). 8x8, Inc. makes no representations or warranties about the accuracy or suitability of any information in the webinars and related materials; all such content is provided on an “as is” basis. The information contained in these webinars and related materials has been prepared, compiled, or provided by 8x8, Inc. as a service to subscribers and is not intended to constitute legal advice or the rendering of legal, consulting, or other professional services of any kind. Users of these materials should not in any manner rely upon or construe the information or resource materials in these materials as legal, or other professional advice and should not act or fail to act based upon the information in these materials without seeking the services of a competent legal or other professional.

Page 2: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 2

Agenda

• Importance of Preparing

– What does that mean for SMBs?

• The Basics—Stages of creating a business continuity plan

– Getting Started

– Impact & Risk Assessment

– Risk Mitigation

– Developing a Strategy & Plan

– Testing, Review, & Plan Maintenance

• 8x8 Communication Solutions

• Resources

Page 3: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 3

Presenter Bios

Angela York

8x8 Director, Customer Marketing and Loyalty Programs

Michael McAlpen

8x8 Executive Director, Security and Compliance

Erik “Archer” Smith

8x8 Product Programs and Training Manager

Page 4: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 4

What would you do?

My company …was without power for 10 days recently due to Hurricane Sandy. As a matter of fact, it was not even physically possible to travel to our office due to a number of disastrous conditions such as downed trees, wires, flooding, etc. However, our service territory is all of New England, the entire Mid-Atlantic Region, and MD & WV, so most of our customers were not affected by the storm…

Page 5: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 5

Importance of Preparing: Disasters & Threats

• Widespread Natural Disasters

– Earthquakes: 1989 San Francisco & 2011

Japan earthquake and tsunami

– Storms: 1992 Hurricane Andrew, 2005

Hurricane Katrina & 2011 Tropical Storm Irene

– Floods: 1997 Midwest floods

• Terrorist Attacks

– 1993 & 2001 World Trade Center, NY & 1995

Oklahoma City

• Infrastructure Disruptions

– Power Outages: 1999 East coast brownouts &

2003 Midwest power outage

– Transportation arteries

– Labor Strikes

• Everyday Disasters, Local/Isolated Business Disruptions

– Fire

– Water

– Electrical

– Floods (Natural and man made)

– Robbery & Burglary

– Hardware/Software Failure

• Human Error

• Viral Security Treats

• Third-party Disruptions/Outages

• Vandalism

Page 6: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 6

Importance of Preparing

• Up to 40% of businesses affected by a natural or human-caused disaster never reopen

• SMB Statistics

– 50% do not have a plan

– 65% live in regions susceptible to natural disasters

– Typical SMB experiences 6 outages/ downtime a year

• Top reasons: Cyber attacks, power outages, and

natural disasters

– Failure to Prepare:

• Outages are expensive: $12,500 per day

• 40% of SMB customers have had an SMB vendor

temporarily shut down due to a disaster

• 54% of customers have switched SMB vendors due

to unreliable computing system

Source: FEMA Ready.gov, http://www.ready.gov/program-management; Symantec 2011 SMB Disaster Preparedness Survey, http://www.slideshare.net/symantec/2011-smb-disaster-preparedness-global-survey

Page 7: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 7

Importance of Preparing: Having a Plan

• Goal: To assist the organization/business to continue functioning even though normal operations are disrupted

• Includes steps to take before, during, after a disruption

Page 8: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 8

Basic Stages of Creating a Plan

• Getting Started

– Plan Initiation

– Assessment

• Developing a Plan

– Strategy Development

– Plan Development

– Documentation

• Testing & Maintenance

– Plan Testing

– Plan Review and Maintenance

– Recovery

Page 9: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 9

Getting Started & Assessment

Page 10: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 10

Getting Started

• Research

– Free resources available:

• FEMA

• Small Business Administration

• American Red Cross

• Local and state agencies

• Disaster Recovery Journal

• Identify who will be responsible

• Get executive commitment

Page 11: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 11

Assessment

• Impact Assessment

• Risk Assessment

• Taking Inventory

• Risk Mitigation & Management

Source: http://www.drj.com/articles/online-exclusive/small-business-preparedness.html

“First, the small business owner needs to determine what the risks of the business are. This can be performed by identifying the natural hazards that occur in the businesses’ geographic area… Also, identify the risks that could occur at the business’ site or facility, such as fires and power outages.”

Josh Stevens, Small Business Preparedness, www.drj.com

Page 12: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 12

Impact Assessment: Envision Likely Scenarios

Make a list of the kinds of interruptions that might impact your business

• Natural Disasters: Floods, storms, tornadoes, fire, hurricanes and earthquakes

• Everyday disasters: Power outages, broken water pipe, vendor disruptions, etc.

• Cyber attacks

• Sickness, flat tire, sudden employee departures, etc.

• Zombie attacks

Page 13: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 13

Impact Assessment: Critical Business Functions

What is most important to your business?

• Categorize data and physical assets

• Identify essential functions

– Identify critical process dependencies

– Develop business function outage scenarios

Worksheet from www.sba.gov

• Develop an inventory of your crucial business functions:

– Sales, data storage and management, voice

and data communications, email, critical

equipment, etc.

Page 14: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 14

Impact Assessment: Take Inventory

Examples:

• List mission-critical personnel and their job functions

• List equipment needs of critical personnel

• Document current computer data backup frequency and methods

• Identify vital hard copy documents vital that cannot be re-created electronically

Page 15: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 15

Risk Assessment

• Qualify and quantify impact of potential threats

• What is the cost of failure?

– Direct losses and additional operating expenses

– Violation of contracts, regulatory requirements

– Loss of competitive advantage, public confidence

• Estimate the impact if downtime is an hour, a day, or more than a week

• Establish system priorities

– Example: Which has a higher impact, collecting bills

customers owe, or extending credit to existing and new

customers?

“Once the risks that threaten a business are understood the risk management process can begin.”

Josh Stevens, Small Business Preparedness,

www.drj.com

Page 16: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 16

Risk Mitigation & Management

1. Risk Avoidance Practices

2. Risk Reduction Practices

3. Risk Transfer Practices

4. Risk Acceptance

“Depending on the cost of the business, you can determine how much money you are willing to spend on managing the risks. Some risks may cause such little damage that it would be easier and cheaper for the business to recover from the risk once it occurs, while other risks may be so costly that insurance might be cost efficient for the business.”

Josh Stevens, Small Business Preparedness, www.drj.com

Page 17: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 17

Recap: Getting Started & Assessment

1. What do you need to do to keep your business running

– Envision likely scenarios

– Take an inventory of critical business functions

2. What are the things you need to protect?

– Take an inventory of critical resources

– Quantify and prioritize

3. Qualify and quantify risk

Page 18: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 18

Developing a Strategy & Plan

Page 19: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 19

Strategy Development

• Plan Components

– Employee safety and preparedness

– Business operations

– Staffing and workplace contingencies

– Communications

– Recovery

• Plan Documentation

• Testing, Review and Maintenance

Page 20: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 20

Strategy Development

Use your assessment to begin formulating a strategy.

Experts suggest a good start is answering the following:

• How will you ensure physical safety?

• How will you continue operating?

• How will you access vital equipment?

• How will you access critical business and customer records?

• Where will you work?

• Who can keep working? Who will be available to work? Who is needed?

• How will you communicate? How will your customers reach you? How will you reach

them?

• How will you recover? Who is authorized to handle cleanup? What if that person is

injured or can’t get to the site? Who can act as backup?

• How do you know your plan will work?

Page 21: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 21

Plan Development: Employee Safety

Where to start:

• Have a building evacuation plan and practice

• Have an adequate emergency medical kit

• Have emergency supplies

• Radio and plenty of batteries

• Properly prepare and educate your employees

• How will you ensure physical safety?

Page 22: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 22

Plan Development: Employee Preparation

Make sure your employees know:

• Company emergency plan

• Where they should relocate to work

• How to use and access reliable methods of communication

• User IDs and passwords for critical company systems

• How to perform multiple job functions to help ensure adequate coverage

• How they will be notified to return to work

Source: http://www.capitalone.com/media/doc/small-business-bank/disaster-planning-checklist-2011.pdf

• How will you ensure physical safety?

Page 23: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 23

Plan Development: Business Operations

Where to start:

• Plan for emergency response and assessment, emergency operations, restoration

• Develop an IT and equipment strategy

– Contingency strategies, backup and offsite storage,

recovery site strategies, etc.

• Identify alternate vendors and third-party providers

• Plan for dealing with potential looting and vandalism

• Research disaster assistance resources before you need it

• How will you continue operating?

• How will you access vital equipment?

• How will you access critical business and customer records?

Page 24: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 24

Plan Development: Staffing & Work Place Contingencies

Where to start:

• Identify critical personnel and back-ups

– Insure they have the tools needed to operate in an

emergency

• Determine who can work from home or another remote site

– Give them the tools and support they need to do it

– Have geographically diverse alternatives

• Determine a site relocation for contingency

• Who is needed?

• Where will you work?

• Who can keep working?

• Who will be available to work?

Page 25: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 25

Plan Development: Communications

Where to Start:

• Develop a communication plan to employees

– Contact lists and phone trees

– Designate a phone number employees should call

for information

• Develop a communication plan for customers

– Preplan where to redirect calls

– Make sure the appropriate people have access and

authority/permissions to make changes to your

phone system

• Create a crisis management media kit

– Be prepared for any media or press coverage

• How will you communicate?

• How will your customers reach you?

• How will you reach them?

Page 26: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 26

Plan Development: Recovery

Where to Start:

• Create a chronological task recovery list

• Assign each recovery step to specific people

• Specify emergency response procedures

• Specify resources needed for recovery

• Provide logistic details of the actual recovery

– Activation decision process

– Salvage, clean-up, repair

• How will you recover?

• Who is authorized to handle cleanup?

• What if that person is injured or can’t get to the site?

• Who can act as backup?

Page 27: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 27

Plan Documentation

• Plan document should be comprehensive and written down

• Plans prepared by those who will carry them out

• Have clear instructions with pictures, diagrams, illustrations, etc.

• Make sure plans are accessible to those who need it

Page 28: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 28

Plan Testing and Review & Maintenance

• You should conduct testing and exercises to evaluate the effectiveness of your program

• Make sure employees know what to do and find any missing gaps in the plan

• Create a systematic schedule for updating the plan

– An outdated plan is worthless!

• Measure and evaluate

Page 29: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 29

Recap: Developing A Strategy & Plan

1. Remember protecting human life is priority #1

2. Have a comprehensive, strategic written plan

3. Document, practice and maintain your plan

Page 30: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 30

8x8 Solutions

Page 31: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 31

What they Did

My company …was without power for 10 days recently due to Hurricane Sandy. As a matter of fact, it was not even physically possible to travel to our office due to a number of disastrous conditions such as downed trees, wires, flooding, etc. However, our service territory is all of New England, the entire Mid-Atlantic Region, and MD & WV, so most of our customers were not affected by the storm…

If not for 8x8, our phone system would have been down for the duration of the power outage and our customers would not have been able to reach us for technical support….it allowed us to work remotely and be just about fully operational. Thanks 8x8!

Thomas Farnan, Cimquest

Page 32: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 32

8x8 Solutions

• 8x8 phone service is fully geographically redundant.

– Our VoIP network is supported by redundant data centers on the East and West Coasts

– Both data centers store all our Virtual Office customer information in real time. If

catastrophe strikes one, the other is ready to take over

• Each 8x8 data center has redundant servers, routers, switches and power supplies.

• Our network infrastructure has multiple independent links to major Internet service providers and the public switched telephone network.

– When one connection fails, another can immediately take over the full load

Page 33: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 33

8x8 Solutions

If you can't get to the office during a disaster, 8x8's flexible, cloud-based solutions can still help you keep your business running.

• Virtual Office Mobile App. Our mobile app for iPhone or Android phone lets you

make and receive calls, check messages, and manage call forwarding. The app works over your cellular or WiFi connection.

• Virtual Meetings. With 8x8 Virtual Office Pro, meet with coworkers and customers

using our Virtual Meeting web conferencing feature.

• Log in anywhere. You can use any computer with Internet access to log in to your

8x8 extension and update call forwarding, take calls, and check messages.

• Manage your account remotely. With 8x8's web-based Account Manager make

real-time updates to your phone system. For example, you can record new greetings and prompts to let customers know office hours have changed, or forward extensions to cell phones so your employees can work from home or another remote location.

Page 34: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 34

Summary & Resources

Page 35: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 35

Summary

1. Being prepared can be the difference between surviving and not

2. Impact and Risk Assessment

• What do you need to do to keep your business running

• What are the things you need to protect

• Qualify and quantify risk and manage that risk

3. Develop a Plan

• Protecting human life is priority #1

• Have a comprehensive, strategic written plan

• Document, practice and maintain your plan

4. 8x8 is a key component to being prepared

Page 36: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 36

Resources

• FEMA- www.ready.gov

• SBA- www.sba.gov

• American Red Cross- http://www.readyrating.org and http://www.redcross.org/

• Local and state agencies and other community organizations

– Fire and Police Departments

– Small Business Bureaus

– State government websites

– Local universities and colleges

– Libraries

• Disaster Recovery Journal- www.drj.com

• www.8x8.com/howto.aspx

Page 37: 8x8 Webinar: Prepare Now to Survive a Disaster Latersims.8x8.com/Documents/710801_1_Webinar-Preparing... · 8x8 Webinar: Prepare Now to Survive a Disaster Later ... –Sales, data

l 8x8 Inc. NASDAQ-LISTED: EGHT 37

www.8x8.com