How do you respond when you encounter...?

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1 The Virtual Emergency Outage Center How do you respond when you encounter...? Unexpected errors in a production system. Service outages related to database, hardware, or network infrastructure. Security incidents such as breach in system, or compromise of data. According to a survey by CA Technologies of more than 200 companies across North America and Europe, more than $26.5 billion in revenue is lost each year from IT downtime, which translates to roughly $150,000 lost annually by each business. Endless conference calls, waves of group s, and streams of multiple chat conversations are the tools most companies use in response to IT outages/incidents. Good planning = / Good response No matter how well-prepared you are for handling incidents with Standard Operating Procedures (SOPs), Checklists, and Notification Systems, when you are facing an incident, responding to it according to plan is always a challenge. 1

2 Approaching IT problems with ICS methodology Incident Command System (ICS) is a methodology often used by public safety agencies like fire and police departments to manage emergency responses. ICS calls for a standardized organizational structure and a set of operating principles for quickly and effectively coordinating the efforts of multiple parties in response to an evolving incident even as the response changes in scope, scale, and focus. Veoci is a web-based platform that facilitates collaboration between multiple teams, and integrates preparation and incident response along the principles of ICS. Veoci allows you to: TRANSLATE your SOPs into digitized response plans defining who needs to be notified, and actions they are responsible for on a virtual timeline. LAUNCH a coordinated response to an incident and notify people to check-in to a virtual incident response center. COLLABORATE with multiple teams in real time, share documents, assign tasks, and create customized web forms to collect data instead of using spreadsheets. REVIEW complete, time-stamped transcripts of what occurred during the incident so you can learn about what worked well and what can be improved. In addition, Veoci is highly intuitive and easy to use, so your team quickly makes using it part of their daily routine. Don t let incidents manage you. Let Veoci help you manage your incidents. 2

3 Virtual Emergency Outage Command Center When an incident occurs, launch a coordinated response at the click of a button based on a pre-designed, simulated response plan by organizing people into a virtual communication room that becomes the Virtual Emergency Operations Center. Once in the room, people can: see the tasks they are responsible for and get to work immediately. collaborate with the entire group at once or privately with specific individuals. structure discussions into logical threads. share files that become accessible to everyone in the room. assign tasks to others in real-time. collect data in real time using web forms. 3

4 Actionable Response Plans Design response plans on a virtual timeline to make your plans/sops more actionable and standardize response for various kinds of incidents. Setup response plans to organize people into a virtual communication room, pre-assign tasks, and provide documents needed for reference. Use plans to simulate, conduct drills and improvise. Task Management Tasks can be assigned to a single person or several people at once. Tasks are assigned unique identifiers that can be used for tracking and retrieval at any time. The discussion on a task is captured in the audit trail that is fully integrated with and PDAs. You can also: Filter tasks based on specific information like status, type of task, or owner and save this as a view for efficient queue management and task tracking. Set due dates and reminders for the task creator and/or the task assignee. Add custom fields for capturing additional data, and reference records from a web form inside a task form. 4

5 Mapping Veoci integrates with Google Maps to provide visualization of location-related data. Users can: View incidents with location data logged using forms and tasks on a map. Drill down, and filter data based on search criteria. Aggregate information across several forms. Add or modify location data directly from the map view. Geo tagging of individual messages is also supported for mobile and desktop users. If users allow their location information to be transmitted, you can see the location from which their messages are sent. 5

6 Forms Design custom web forms using an easy to use point and click interface and start collecting data instead of using spreadsheets. Use forms to build a database of assets, or resources that can be used while assigning a task or to document after action reports. When you design a form with Veoci, it automatically builds the database for storing the records and allow you to: View, search and filter on all records. Import/export data easily using excel. View records with location data on a map. Reports Dashboards in Veoci show aggregated information and status in real time across multiple rooms. Users can: Add custom widgets like traffic monitor, twitter stream monitor, and room activity monitor to a customized dashboard page. View information specific to themselves such as tasks assigned to them, tasks assigned by them, and incidents/rooms they are involved in. Sort tasks by category, department, time span or apply a filter on any of the fields and save it as a report/view. Export any filtered report into Excel or PDF formats. Export records into pre-defined ICS form templates. 6

7 Key Features Cloud-Based 100% web based software. No software to install or hardware to maintain. Scale from 10 users to 200 users in a matter of minutes. Secure 256-bit encryption for encrypting transmitted and stored data, SHA1 for message authentication and RSA as key exchange mechanism. High Availability Hosted at multiple independent data centers to ensure availability of at least 99.95% Geotagging Built in geotagging from web browser and mobile devices. Single Sign-On Integrate with your existing Single Sign-on (SSO) systems or login with your Google Apps account. Mobile Access Access from any device that has internet access or via 3G/4G networks. Respond and acknowledge directly by without logging into the application. Self-Service Framework Empower process owners to configure and manage processes themselves without relying on IT support staff. Platform as a Service Build and host multiple solutions around the concepts of collaboration and incident management on one platform. About We built Veoci based on our experience of creating a mission critical enterprise IT application used by over 300,000 users across the globe for General Electric (GE). We are experts in designing web applications with military grade security and yet simple and intuitive to use. Our experience in business and not just creating software, gives us an edge in developing solutions for real people doing real work. outagecenter@veoci.com 129 Church Street, Suite 321 New Haven, CT