Disaster Recovery Plan Telephone Systems Backup 1. Sertec's telephone switch is covered by a maintenance contract stipulating a maximum response time of two hours—at any time, day or night—and full replacement of hardware and software. 2. Sertec's facilities utilize underground telephone lines from the street. 3. Sertec maintains Uninterruptable Power Supply (UPS) backup on its phones. 4. Sertec uses three telephone companies, each of whom supplies Sertec with T-1 and DS3 service. Utility Backup 5. Sertec's facilities use redundant underground electric service from the street. The availability of underground electric service was a requirement when the company moved to its current location. 6. Sertec protects all major systems in both centers with UPS backup. 7. Sertec has an on site motor-generator for power outages. Call Center Backup 8. Sertec maintains CSR workstations in reserve to guard against faulty telephone or computer equipment and to handle emergency high-volume situations, such as taking catastrophic insurance claims during hurricane season. 9. Sertec has arranged with hotels within walking distance to house key employees when inclement weather threatens. Four times during the past eight years, Sertec employees have utilized hotels in weather emergencies. As a result, service to Sertec clients was not interrupted. 10. Sertec operates two call centers. All work stations can be assigned to any company. Software and Data Backup 11. Sertec backs up all client data daily using an automatic multi-tape data recording system. 12. Sertec backs up all programs and systems software daily. 13. Sertec creates a bi-monthly permanent backup of all data, programs, and systems software and keeps the backup offsite at a commercial bank vault. 14. Sertec recently enhanced its UPS system, enabling it to keep its core computer systems up in the event of a power outage. 15. Sertec connects each Customer Service Representative (CSR) workstation to UPS so that crucial data on the screen will not be lost in the event of a sudden power outage. 16. Sertec escrows its source code at a law firm in Atlanta, Ga. Computer Backup 17. Sertec's computers are covered by a maintenance contract stipulating a maximum response time of two hours—at any time, day or night—and full replacement of hardware and software. 18. Sertec utilizes Sun technology for our core systems. All core computers are equipped with RAID. 19. Sertec has spare computer capacity for use when required by system maintenance or other issues. Complete Hot-Site Backup 20. Sertec contracts with HP—the largest disaster-recovery vendor in the country—to maintain a complete hot-site backup center, complete with call center, office space, computers, etc.