Appendix D -- Hot Site Contact Information and Emergency Procedures

# Contact Information

The DCSS hot site contract is with SunGard Availability Services. The
following are key SunGard contacts associated with the NIH Data Center's
Disaster Recovery Program:

> Kathleen Hamilton, Account Executive, Public Sector
>
> SunGard Availability Services
>
> 505 Huntmar Park Drive
>
> Herndon, VA 20170
>
> (office) 703-326-4923 (cell) 443-268-4672
>
> Kathleen.hamilton@sungard.com
>
> Yolanda Rivera, Customer Care Specialist II
>
> SunGard Availability Services
>
> 711 North Edgewood
>
> Wood Dale, IL 60191
>
> (office) 630-616-5124 (fax) 312-408-1489
>
> yolanda.rivera@sungard.com
>
> Test Scheduling
>
> 1-800-541-8378

The following DCSS managers are authorized to notify SunGard regarding
an alert or disaster:

> Adriane Burton
>
> Ed Suiter
>
> Paul Powell
>
> Doug Ashbrook
>
> Lolly Bennett
>
> Steve Bailey
>
> Kevin Hobson

# Emergency Procedures

SunGard requests subscribers to place SunGard on "Alert" notice in the
event of a pending disaster to determine if or monitor when a disaster
should be declared.

Use the following procedures for disaster alerts and disaster
declarations:

1)  Call the 24-hour Disaster and Alert Notification Hotline at
    1-866-722-1313.

2)  Be prepared to provide the following information:

+-----------------------------+----------------------------------------+
| Type of notification:       | *Alert or Disaster*                    |
+-----------------------------+----------------------------------------+
| Organization name:          | *National Institutes of Health*        |
+-----------------------------+----------------------------------------+
| City and State:             | *Bethesda, MD*                         |
+-----------------------------+----------------------------------------+
| Caller's Identification:    | Your name and phone number, plus       |
|                             | alternate phone numbers such as cell   |
|                             | phone number, pager number, and/or     |
|                             | home phone number                      |
+-----------------------------+----------------------------------------+
| Location of the incident or |                                        |
| disaster                    |                                        |
+-----------------------------+----------------------------------------+
| Nature of the incident or   |                                        |
| disaster                    |                                        |
+-----------------------------+----------------------------------------+
| Hardware affected           |                                        |
+-----------------------------+----------------------------------------+
| SunGard Facility            | *Wood Dale, IL (host systems) and      |
| Subscription:               | Herndon, VA (work group)*              |
+-----------------------------+----------------------------------------+
| Identifier:                 | *09-RS2585*                            |
+-----------------------------+----------------------------------------+
| Estimated time of arrival   |                                        |
|                             |                                        |
| (for disaster only)         |                                        |
+-----------------------------+----------------------------------------+

> A form for recording pertinent information before making the call is
> provided at the end of these instructions.

3)  Someone from the SunGard Crisis Management Team will contact you to
    confirm the Alert/Disaster.

4)  If the call is an **alert notification**, the Crisis Management Team
    and/or the NIH Account Executive or Customer Service Coordinator
    will check in with you at prearranged intervals to stay abreast of
    the situation until the event is resolved by either termination of
    the alert or a resulting disaster notification.

5)  If the call is a **disaster notification:**

    a.  Upon authorization of the disaster, the Crisis Management Team
        will invoke operations at the SunGard centers affected.

    b.  The Crisis Management Team, Operations and Customer Service will
        review with us our last test plans to identify the accuracy,
        resources, supplies and services needed for the recovery. Our
        recovery configuration will also be reviewed to identify any
        additional provisions we may require. The recovery configuration
        is created at time of disaster.

    c.  Upon our arrival at the SunGard recovery centers, we will be
        acquainted with our areas of operations and appropriate
        procedures.

    d.  SunGard will assist with setting up command or control centers
        if required.

    e.  NIH must provide SunGard a written letter (on letterhead) within
        24 hours stating we have declared a disaster and including the
        following information: platforms affected, date and time of the
        declaration, and the reason the disaster was declared. A fax is
        acceptable.

    f.  NIH must provide SunGard written notification of disaster
        completion.

**Disaster/Alert Notification Form**

**Disaster Notification:** Yes No **Alert Notification:** Yes No

**Organization Name:** [National Institutes of Health]{.underline}
**City & State:** [Bethesda, MD]{.underline}

**Caller's Name:** **Caller's Phone Number:** \_\_\_\_\_\_\_\_\_\_\_\_\_

**Alternate Phone Number:**

**Cell#:** \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Beeper#:**
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Home#:**
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**Location of Incident or Disaster:**
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**Nature of Incident or Disaster:**
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**Hardware Affected:**
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**SunGard Facilities:** [Wood Dale, IL (host systems) and Herndon, VA
(work group)]{.underline}

**Identifier:** [09-RS2585]{.underline}

**FOR DISASTER ONLY**

**Estimated Time of Arrival:**
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_