abilene christian university information technology disaster recovery plan (166163748)

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Abilene Christian University Information Technology Disaster Recovery Plan

This document was contributed by the named institution to theCAUSE Information Resources Library. It is the intellectualproperty of the author(s). Permission to copy or disseminate allor part of this material is granted provided that the copies arenot made or distributed for commercial advantage, that the titleand institution that submitted the paper appear, and that noticeis given that this document was obtained from the CAUSEInformation Resources Library. To copy or disseminate otherwise,or to republish in any form, requires written permission from theinstitution. For further information: CAUSE, 4840 Pearl EastCircle, Suite 302E, Boulder, CO 80301; 303-449-4430; [email protected].

Written: February 9, 1995

TABLE OF CONTENTS

Purpose and ScopeIntroductionObjectives/Constraints

AssumptionsIncidents Requiring ActionContingenciesPhysical SafeguardsTypes of Computer Service DisruptionsInsurance Considerations

Recovery TeamOrganization of the Disaster/Recovery TeamDisaster/Recovery Team HeadquartersDisaster Recovery CoordinatorResponsibilitiesAdministrative Systems/Operations Recovery

Team Leader ResponsibilitiesCommunications Recovery Team Leader Responsibilities

Preparing for a DisasterGeneral ProceduresSoftware Safeguards

Recovery ProceduresCentral Facilities Recovery PlanComputing ServicesAcademic ComputingCommunicationsMicrocomputer Recovery Plan

Computer Lab Recovery Plan

Emergency Procedures

AppendicesAPPENDIX A - Emergency Call Lists 21APPENDIX B - Vendor Contact List 22APPENDIX C - Alternate Computing Services Facility 29APPENDIX D - Off-site Storage 31APPENDIX E - ACU Maintenance Call Information 33



APPENDIX F - Recover-All(TM)Insurance Policy 35APPENDIX G - Emergency Exits 37APPENDIX H - Telecommunications Map 39

ACKNOWLEDGEMENTS

This document has been prepared and reviewed by InformationTechnology, the Center for Teaching Excellence, and AcademicComputing. Each department has worked with their staff members inthe respective sections in preparing their disaster recoveryprocedures.

We gratefully acknowledge the help taken from the followingdisaster recovery plans:

_Baylor University Center for Computing and Information SystemsDisaster Recovery Plan CSD0247_, CAUSE, Baylor University, May 25,1988.

The Baylor plan also acknowledged the following plans:

_Disaster Recovery Plan CSD0093_, CAUSE, Appalachian StateUniversity, February 4, 1982.

_Disaster Recovery Plan CSD0139_, CAUSE, Colorado StateUniversity, January, 1983.

_Off-Site Processing Plan CSD0143_, CAUSE, The San Diego CommunityCollege, September 6, 1983

_The Data Center Disaster Consultant_, 2nd ed., Kenniston W. Lord,Jr., Q.E.D. Information Sciences, September, 1981.Purpose and Scope

INTRODUCTION

Over the past several years Abilene Christian University (ACU) hasset up a highly computerized operational environment. Thisincludes the use of microcomputers in offices as well as severalminicomputers that provide much of the operational support for theadministrative and academic units. A campus-wide network tiesthese various systems together and provides communications toother computer networks, universities, and the computer diagnosticfacilities of the various computer vendors involved. In addition,the operation of the campus network provides a vital supportcomponent of the university system, including the operation oflocal and long distance telephone services and cable TV.

The reliability of computers and computer based systems hasincreased dramatically in the past few years, and those computerfailures that do occur can normally be diagnosed automatically andrepaired promptly using both local and remote diagnosticfacilities. Many computer systems contain redundant parts, whichimprove their reliability and provide continual operation whensome failures occur.

In the past, most computer operations were predominantly batch andreciprocal agreements for computer batch running, usually at night



and/or week-ends, were often made between users of similarsystems. This has become less feasible with the very complicatedon-line and diverse network systems most institutions now haveinstalled. Although institutions may have similar equipment andoperating systems, they generally do not have the capacity to adda large number of users from another on-line environment to theirsystems even if the technical problems could be solved.

A trend is evolving to provide alternate sites near the centralsystems where any additional equipment needed can be shipped inrapidly and critical on-line operations for the organization canbe resumed in a reasonable time. Redundancy in the communicationsnetwork and a tie-in to the alternate site or the ability torapidly tie-in is an important part of the disaster plan. Thistype of site is called a cold backup site, as opposed to a hotbackup site which contains all equipment necessary to startimmediate operations.

For the most part, the major problems that can cause a computingsystem to be inoperable for a length of time result fromenvironmental problems related to the computing systems. Thevarious situations or incidents that can disable, partially orcompletely, or impair support of ACU's computing facilities areidentified. A working plan for how to deal with each situation is

provided.

Almost any disaster will require special funding from theuniversity in order to allow the affected systems to be repairedor replaced. This report assumes that these funds will be madeavailable as needed. Proper approval will be obtained before anyfunds are committed for recovery.

Objectives/Constraints

A major objective of this document is to define procedures for acontingency plan for recovery from disruption of computer and/ornetwork services. This disruption may come from total destruction

of the central site or from minor disruptive incidents. There is agreat deal of similarity in the procedures to deal with thedifferent types of incidents affecting different departments inInformation Technology. However, special attention and emphasis isgiven to an orderly recovery and resumption of those operationsthat concern the critical business of running the university,including providing support to academic departments relying oncomputing. Consideration is given to recovery within a reasonabletime and within cost constraints.

The objectives of this plan are limited to the computing supportgiven to ACU clients from Information Technology, includingacademic and administrative systems under the stewardship of

Information Technology. The elements that concern microcomputersand terminal support are addressed; however, client-relatedfunctions not directly tied to computer and telephone support byInformation Technology are not addressed. Also, offices at ACUshould develop their own plan to deal with manual operationswithin their office should computer and/or network services bedisrupted. Due to cost factors and benefit considerations at thistime, the alternatives of hot sites and contracts with disasterrecovery companies is not considered feasible nor necessary forACU.



All major computing systems that are vital for the daily operationof the University and under the stewardship of InformationTechnology are maintained under service contracts with theequipment vendors. This ensures that routine maintenance problemswill be addressed in a timely way with adequate resources. Thesecontracts range from telephone support only to full hardwarereplacement.

ASSUMPTIONS

This section contains some general assumptions, but does notinclude all special situations that can occur. Any specialdecisions for situations not covered in this plan needed at thetime of an incident will be made by senior technology staffmembers on site.

1. This plan will be invoked upon the occurrence of an incident.The senior staff member on site at the time of the incident or thefirst on site following an incident will contact the Director ofInformation Technology and/or the Managers, Technical Services andComputing Services for a determination of the need to declare anincident. The Vice President, Finance & Administration, will also

be notified.

2. The senior technology staff member on site at the time of theincident will assume immediate responsibility. The firstresponsibility will be to see that people are evacuated as needed.If injuries have resulted or may occur as a result of theincident, immediate attention will be given to those personsinjured. The ACU Security Police Department and Physical Plantwill be notified if necessary. If the situation allows, attentionwill be focused on shutting down systems, turning off power, etc.,but evacuation is the highest priority.

3. Once an incident which is covered by this plan has been

declared, the plan, duties, and responsibilities will remain ineffect until the incident is resolved and proper universityauthorities are notified.

4. Invoking this plan implies that a recovery operation has begunand will continue with top priority until workable computer and/ortelephone support to the university has been re-established.

INCIDENTS REQUIRING ACTION

This disaster recovery plan for ACU will be invoked under one ofthe following circumstances:

An incident which has disabled or will disable, partially orcompletely the central computing facilities, and/or thecommunications network for a period of 24 hours.

An incident which has impaired the use of computers and networksmanaged by Information Technology due to circumstances which fallbeyond the normal processing of day-to-day operations. Thisincludes all academic and administrative systems which InformationTechnology manages.



An incident which was caused by problems with computers and/ornetworks managed by Information Technology and has resulted in theinjury of one or more persons at ACU.

CONTINGENCIES

General situations that can destroy or interrupt computer andtelephone services usually occur under the following majorcategories:

Power/Air Conditioning Interruption

Fire

Water

Weather and Natural Phenomenon

Sabotage and Interdiction

There are different levels of severity of these contingenciesnecessitating different strategies and different types and levels

of recovery. This plan covers strategies for:

Partial recovery--operating at an alternate site on campus and/orother client areas on campus.

Full recovery--operating at the current central site and clientareas, possibly with a degraded level of service for a period oftime.

PHYSICAL SAFEGUARDS

Zellner Hall is protected by an electronic door lock on the west

exterior entrance. All Zellner employees have access through thisreader using their ACU ID card. Keys to other exterior doors arerestricted to emergency personnel.

There is an electronic door lock on the main entrance to Zellner109, Telecommunications equipment room. The back entrance has acombination lock. The combination is changed monthly and onlyTechnical Services personnel have the combination.

There is a combination lock on both the entrance to ComputingServices from Zellner 300 and on the entrance from the eaststairwell. The combinations are changed monthly and onlyInformation Technology employees which need regular access have

the combinations. There is a bypass key on the combination lock onthe east stairwell door. The Director of Information Technologyhas this key.

Zellner 109 - Telecommunications Equipment RoomThis room houses the telephone switch, voice mail system, Cable TVequipment, and data communications equipment. It is the hub foreach of these campus-wide data, voice, and video networks. Thereis no protection against water damage.



The telephone equipment is connected to a 48V DC UPS system. Thiswill maintain the telephone switch for 72 hours. Other equipmentin this room is connected to the UPS in Zellner 307. When budgetis available, this equipment room will be protected by a fireprotection system.

Zellner 307 - Uninterruptible Power Supply (UPS) room, 310 -computer room, 310A - laser printing roomZellner 307 houses the UPS. Zellner 310A houses two DEC LPS40high-speed laser printers. Zellner 310 houses the centralizedequipment for Academic Computing, Computing Services, AbileneLibrary Consortium, the identification system, and the telephonebilling system.

All three rooms are covered by one halon fire protection systemwhich requires two positive signals from the detectors todischarge. The rooms have been sealed to prevent leakage duringdischarge. Operators have been given both oral and writteninstructions about the system. Because there is a high tax imposedon halon, we will investigate switching to newer gases. There isno protection against water damage.

There is a sensor phone which will dial the computer operator anda pager number if the temperature raises by 10 degrees or if the

building power is interrupted for more than 10 minutes.

Zellner 307 houses a Fiskars 45 kVA/36kw transistorized UPS. Ithas a maintenance bypass breaker and is protected by a PowerSiftor to prevent lightning and surge protection. The UPS providesapproximately 15 minutes of power during a power interruption toall equipment in Zellner 310 and 310A as well as some datacommunications equipment in Zellner 109, the telecommunicationsequipment room.

TYPES OF COMPUTER SERVICE DISRUPTIONS

This document includes hardware and software information,emergency information, and personnel information that will assistin faster recovery from most types and levels of disruptiveincidents that may involve ACU's computing facilities. Additionalinformation that may be needed is provided in the appendices ofthis document. Supporting documents contain additional hardware,software and vendor information.

NORMAL COMPUTER SYSTEM PROBLEMS

For most of the major hardware vendors represented on campus, aswell as some of the software vendors, remote diagnostic testing is

available for routine problems. Further, DEC has service personnelstationed in Abilene. Normal response is within four hours forhardware problems. ACU has maintenance contracts for thesesystems.

Hardware parts for the minicomputers are available through airfreight ordered by DEC technicians.

Some minor hardware problems do not disrupt service andmaintenance is scheduled when convenient for these problems. Most



hardware problems disrupting the total operation of the computersis fixed within hours. Night and weekend maintenance for the mini-computers is called as needed.

MAJOR COMPUTER AND COMMUNICATIONS SYSTEM PROBLEMS

Experiences at ACU with DEC solving more severe computer problemshave shown that they have backup strategies. If the local servicepersonnel have not fixed the problem within a few hours, they callbackup support from Midland, Lubbock or other locations as needed.Further, if parts are not available locally or in these closebackup areas, parts have been flown in by air and received on thesame day as ordered.

Backup terminals are available in the computer maintenance area.In addition some stock of parts for these units is kept on site.Additional communication parts are also kept in stock. It is notfeasible to keep a supply of microcomputers or high-cost items tomeet every emergency.

ENVIRONMENTAL PROBLEMS (AIR CONDITIONING, ELECTRICAL, FIRE)

Air Conditioning

There are backup window air conditioning units in the maincomputer room and UPS room. They are periodically tested to ensureall are functioning properly.

ACU's Air Conditioning/Heating group from the Physical Plant areresponsible for service of these units. They are periodicallychecked and service for emergency problems is available nights andweek-ends. Response is usually within the hour reported. Anupdated list of service personnel to call is kept with keytechnology staff members and computer operations personnel. Asample Emergency Maintenance list is shown in Appendix E.

Humidity factors are not a consideration in the Abileneenvironment and are not as critical as they once were to computingequipment.

INSURANCE CONSIDERATIONS

All VAX minicomputers which are covered under a maintenancecontract also have a Recover-All(TM) insurance policy. A copy ofthat policy is shown in Appendix F. The remainder of the equipment(including microcomputers) is not covered under an insurancepolicy. All major hardware is covered under ACU's standard

property and casualty insurance for the University.

RECOVERY TEAM

In case of a disaster, the emergency call list will need to beused. General duties of the disaster recovery coordinator arediscussed. Recovery team leaders have been assigned in each majorarea and general duties given. Assignment of personnel in themajor areas to specific tasks during the recovery stage will be



The Vice President, Finance & Administration will in turn keep thePresident and other Vice Presidents informed.

2. Invoking the Disaster Recovery Plan after approval of the VicePresident.

3. Supervising the recovery activities.

4. Coordinating with the Vice President on priorities for clientswhile going from partial to full recovery.

5. Naming replacements, when needed, to fill in for any disabledor absent disaster recovery members. Any members who are out oftown and are needed will be notified to return.

6. The Manager, Customer Service will keep clients (including theAbilene Library Consortium) informed of the recovery activities.

ACADEMIC SYSTEMS RECOVERY TEAM LEADER RESPONSIBILITIES

The Manager, Computing Services will serve as Academic SystemsRecovery Team Leader. The responsibilities in this area includerecovery in case of complete or partial disruption of services

from the central academic computers. Further, with the manyacademic labs including both terminals and microcomputers, thisgroup will be responsible for providing services for any academiclab disabled. Responsibilities include:

1. Coordinating hardware and software replacement with theacademic hardware and software vendors.

2. Coordinating the activities of moving backup media andmaterials from the off-site security files and using these forrecovery when needed.

3. Keeping the Coordinator, Academic Computing, or in his/her

absence, the Director, Center for Teaching Excellence, informed ofthe extent of damage and recovery procedures being implemented.

4. Coordinating recovery with client departments, those using theacademic computers and/or those using labs.

5. Coordinating appropriate computer and communications recoverywith the Communications Recovery Team Leader.

6. Keeping the Disaster Recovery Coordinator informed of theextent of damage and recovery procedures being implemented.Administrative Systems/Operations Recovery Team LeaderResponsibilities

The Manager, Computing Services will serve as AdministrativeSystems/Operations Recovery Team Leader. Responsibilities include:

1. Coordinating hardware and software replacement with theadministrative hardware and software vendors.

2. Supervising moving backup media and materials from the off-sitesecurity files and using these for recovery when needed.



3. Coordinating recovery with client departments.

4. Coordinating appropriate computer and communications recoverywith the Communications Recovery Team Leader.

5. Coordinating recovery of administrative software with clientdepartments.

6. Coordinating scheduling for administrative programming,production services, and computer scheduling.

7. Keeping the Disaster Recovery Coordinator informed of theextent of damage and recovery procedures being implemented.

COMMUNICATIONS RECOVERY TEAM LEADER RESPONSIBILITIES

The Manager, Technical Services will serve as the CommunicationsRecovery Leader. Responsibilities include:

1. Coordinating hardware and software replacement with thecommunications hardware and software vendors.

2. Supervising recovery of the computer communications, telephone

system and/or cable TV.

3. Assigning personnel duties from telecom analysts to projectleaders of disaster recovery tasks as needed.

4. Coordinating activities of computer and communications recoverywith the other Recovery Team Leaders.

5. Keeping the Disaster Recovery Coordinator informed of theextent of damage and recovery procedures being implemented.

PREPARING FOR A DISASTER

This section contains the minimum steps necessary to prepare for adisaster and as preparation for implementing the recoveryprocedures. An important part of these procedures is ensuring thatthe off-site storage facility contains adequate and timelycomputer backup tapes and documentation for applications systems,operating systems, support packages, and operating procedures.

GENERAL PROCEDURES

Responsibilities have been given for ensuring each of followingactions have been taken and that any updating needed is continued.

1. Maintaining and updating the disaster recovery plan.

2. Ensuring that all Information Technology personnel are aware oftheir responsibilities in case of a disaster.

3. Ensuring that periodic scheduled rotation of backup media isbeing followed for the off-site storage facilities.

4. Maintaining and periodically updating disaster recovery



materials, specifically documentation and systems information,stored in the off-site areas.

5. Maintaining a current status of equipment in the main equipmentrooms in Zellner Hall.

6. Informing all technology personnel of the appropriate emergencyand evacuation procedures from Zellner Hall.

7. Ensuring that all security warning systems and emergencylighting systems are functioning properly and are beingperiodically checked by operations personnel.

8. Ensuring that fire protection systems are functioning properlyand that they are being checked periodically.

9. Ensuring that UPS systems are functioning properly and thatthey are being checked periodically.

10. Ensuring that the client community is aware of appropriatedisaster recovery procedures and any potential problems andconsequences that could affect their operations.

11. Ensuring that the operations procedure manual is kept current.

12. Ensuring that proper temperatures are maintained in equipmentareas.

SOFTWARE SAFEGUARDS

Computing Services software and data are secured by full backupseach weekend and differential backups each evening. The fullbackups are transported each Monday morning to the lower level ofthe Library. The first backup of each month is retained for oneyear. Nightly differential backups are retained in ComputingServices until the next full backup. A copy of the full backups is

also stored in a safe deposit box at First National Bank, Abilene,downtown branch. Backups are made to 4mm DAT tapes.

The software systems from Systems and Computing Technology (SCT)use transaction capturing during the daily online processing.Thus, recovery is possible by using the last night's differentialbackup and the transaction audit to any particular time during theday.

Academic Computing software and data are secured by full backupseach weekend and differential backups each evening. On nights whena full backup is not done on a disk, differential backups are doneon that disk. The full backups are transported each Monday morning

to the lower level of the Library. A copy of the full backups isalso stored in a safe deposit box at First National Bank, Abilene,downtown branch. The last full backup of each month is retainedfor one year. A full backup from the end of the fall semester, theend of the spring semester, and the end of the summer semesters isretained for two years in the lower level of the Library. Nightlydifferential backups are retained until the next full backup.Backups are made to 4mm DAT tapes.

Abilene Library Consortium software and data are secured by full



backups each Sunday evening and differential backups each Mondaythrough Saturday evening. The full backups are transported eachMonday morning to the lower level of the Library. A copy of thefull backups is also stored in a safe deposit box at FirstNational Bank, Abilene, downtown branch. An extra full backup isperformed during the morning hours of the first day of each month.This backup is given to the Consortium system manager and isretained for six months. Nightly differential backups are retaineduntil the next full backup. Backups are made to 4mm DAT tapes.

The software systems from DRA used by the Abilene LibraryConsortium use transaction capturing during the daily onlineprocessing. Thus, recovery is possible by using the last night'sdifferential backup and the transaction audit to any particulartime during the day.

Identification System software and data are secured by fullbackups each Sunday evening and differential backups each Mondaythrough Saturday evening. The full backups are transported eachMonday morning to the lower level of the Library. A copy of thefull backups is also stored in a safe deposit box at FirstNational Bank, Abilene, downtown branch. The first full backup ofeach month is retained for one year. Nightly differential backupsare retained until the next full backup. Backups are made to 4mm

DAT tapes.

Long Distance software and data are secured by full backups eachSunday evening and differential backups each Monday throughSaturday evening. The full backups are transported each Mondaymorning to the lower level of the Library. A copy of the fullbackups is also stored in a safe deposit box at First NationalBank, Abilene, downtown branch. The first full backup of eachmonth is retained for one year. Nightly differential backups areretained until the next full backup. Backups are made to 4mm DATtapes.

A special backup is done immediately before each monthly billing

cycle. These backups are overwritten before the next monthlybilling cycle. Before each monthly billing cycle, the call recordsfrom six months previous are archived to a 4mm DAT tape. Disposaldates for the save sets are not currently implemented. Callrecords are routed through a solid state recorder. This capturescall records while the long distance computer is unavailable. Therecorder will capture approximately 40,000 calls which is aroundone and one-half days of calls during the busy time of the month.

Telephone switch software and data are secured by a full backupeach night to diskette. The diskette left in the telephone switchis overwritten each night. Each Monday morning, the diskette isremoved and transported to the Library by Computing Services. A

copy of the full backups is also stored in a safe deposit box atFirst National Bank, Abilene, downtown branch. There are threediskettes in rotation for the full backups.

VoiceMail software and data are secured by a full backup todiskette. Each Monday morning, this diskette is transported to theLibrary by Computing Services. A copy of the full backups is alsostored in a safe deposit box at First National Bank, Abilene,downtown branch.



RECOVERY PROCEDURES

Central Facilities Recovery Plan

An incident at the central computing/networking facilities inZellner Hall may place this plan into action. An incident may beof the magnitude that the facilities are not usable and alternatesite plans are required. In this case, the alternate site portionsof this plan must be implemented. It is obvious that all majorsupport sections in Information Technology will need to functiontogether in a disaster, although a specific plan of action iswritten for each section.

This central support is provided by Digital Equipment CorporationVAX systems. The VAX systems are compatible down to the smallestMicroVAX. In a disaster situation, VAX systems can be rapidlyshipped, even by air freight, in a matter of hours. These systemscan then be installed across campus. Critical support to areassuch as the Abilene Library Consortium can then be supported byVAX systems.

Other systems being used in production include a 486 file serverrunning Unix used for mail services. There is currently a backup

system in place and equipment could be configured and shipped bythe vendor in a short period of time.

COMPUTING SERVICES

This portion of the disaster/recovery plan will be set into motionfor Computing Services when an incident has occurred that requiresuse of the alternate site, or the damage is such that operationscan be restored, but only in a degraded mode at the central sitein a reasonable time.

It is assumed a disaster has occurred and the administrative

recovery plan is to be put in effect. This decision will been madeby the Vice President, Finance & Administration upon advice fromthe Director of Information Technology.

In case of either a move to an alternate site, or a plan tocontinue operations at the main site, the following general stepsmust be taken:

1. Determine the extent of the damage and if additionalequipment and supplies are needed.

2. Obtain approval for expenditure of funds to bring in anyneeded equipment and supplies.

3. Notify local vendor marketing and/or service representativesif there is a need of immediate delivery of components to bringthe computer systems to an operational level even in a degradedmode.

4. If it is judged advisable, check with third-party vendors tosee if a faster delivery schedule can be obtained.

5. Notify vendor hardware support personnel that a priority



should be placed on assistance to add and/or replace anyadditional components.

6. Notify vendor systems support personnel that help is neededimmediately to begin procedures to restore systems software atACU.

7. Order any additional electrical cables needed from suppliers.

8. Rush order any supplies, forms, or media that may be needed.

In addition to the general steps listed at the beginning of thissection, the following additional major tasks must be followed inuse of the alternate site:

1. Notify officials that an alternate site will be needed for analternate Computing Services facility.

2. Coordinate moving of equipment and support personnel into thealternate site with appropriate personnel.

3. Bring the Computing Services recovery materials from the off-site storage to the alternate site.

4. As soon as the hardware is up to specifications to run theoperating system, load software and run necessary tests.

5. Determine the priorities of the client software that need tobe available and load these packages in order. These prioritiesoften are a factor of the time of the month and semester when thedisaster occurs.

6. Prepare backup materials and return these to the off-sitestorage area.

7. Set up Computing Services operations in the alternate site.

8. Coordinate client activities to ensure the most critical jobsare being supported as needed.

9. As production begins, ensure that periodic backup proceduresare being followed and materials are being placed in off-sitestorage periodically.

10. Work out plans to ensure all critical Computing Servicessupport will be phased in.

11. Keep administration and clients informed of the status,progress, and problems.

12. Coordinate the longer range plans with the administration,the alternate site officials, and Computing Services staff fortime of continuing support and ultimately the restoring of theComputing Services section.

DEGRADED OPERATIONS AT CENTRAL SITE

In this event, it is assumed that an incident has occurred but



that degraded operations can be set up at Zellner Hall. Inaddition to the general steps that are followed in either case,special steps need to be taken.

1. Evaluate the extent of the damage, and if only degradedservice can be obtained, determine how long it will be before fullservice can be restored.

2. Replace hardware as needed to restore service to at least adegraded service.

3. Perform system installation as needed to restore service. Ifbackup files are needed and are not available from the on-sitebackup files, they will be transferred from the off-site storage.

4. Work with the various vendors, as needed, to ensure support inrestoring full service.

5. Keep the administration and clients informed of the status,progress and problems.

ACADEMIC COMPUTING

Computing resources from the central site are provided foracademic type services to the university. In addition to somebatch support at the central site, the majority of this support isover communications lines directly to clients, departments, andvarious labs across campus.

Some general steps that should be taken, in case of a disaster atthe central site, are given.

1. Determine the extent of the damage and whether additionalcomponents can be brought in for present computer systems orwhether additional computers need to be brought in.

2. Obtain approval for expenditures of funds to bring in addedequipment as needed.

3. Notify vendor marketing and/or service officials thatadditional equipment needs to be shipped, with the highestpriority, to ACU.

4. Notify vendor technical support personnel of the disaster andthe need for their assistance.

5. Determine if there is a need for any additional electricalcables and order these for immediate shipment from suppliers.

USE OF ALTERNATE SITES

If the central site is destroyed, support of critical academiccomputing activities will be given from the alternate sites.Additional computer systems will be brought in as needed.

Some steps necessary in this process are listed.

1. Determine the priorities of client needs and upgrade computers



at the academic labs.

2. Setup for operations support.

3. Coordinate installing additional equipment and moving supportpersonnel.

4. When additional needed equipment is available, move backupmaterials from the off-site storage area.

5. Coordinate restoring any communications with TechnicalServices.

6. Coordinate client computing support with clients.

7. As production begins, ensure that backup procedures arefollowed and periodic backups are stored off site.

8. Work with the Director of the Center for Teaching Excellenceand Academic Computing, the Vice President for Academics, andclients in coordinating long-range plans for restoring fullsupport by the Academic Computing section.

DEGRADED SERVICE FROM CENTRAL SITE

If the central academic computing support can be resumed in areasonable time from the central site, steps will need to be takenimmediately to restore these services.

1. Determine the extent of the damage and set up procedures tobring in any needed added equipment.

2. Determine priorities of client needs and prepare for runningat a degraded level of service.

3. After the hardware is functioning, perform system installation

as needed. If backup files are destroyed at the central site,bring these from the off-site storage area.

4. If off-site files are used, replace these at the off-sitestorage as soon as possible.

5. Work with vendors as needed to ensure support is given torestore full service.

6. Keep the administration and clients informed of the status,progress and problems.

COMMUNICATIONS

Redundancy is being built into the computer communicationssystems. We do not have complete redundancy, but most systems havebackup equipment and/or cards. We have a quote for installing aHalon system in the telecommunications switch room.

This plan does not, at this time, address the problem of a needfor redundancy in the telephone switch system. Considerable fundswill be needed for an alternate plan in this area in case of a



major disaster in the university telephone switch. Providingadequate air conditioning and Halon fire protection are thehighest priority.

Since most of the telephone and computer communications lines aredirect buried and in conduits across campus, connecting lines toalternate sites and to critical areas cannot be done rapidly. Forexample, it is estimated that if ACU Information Technology had tomove, it would take 72 hours to restore critical data and voicecommunications lines.

Some general steps that must be taken in case of a communicationsdisaster at the central site and/or other parts of thecommunications network are given.

1. Assessment of the damage and an evaluation of steps needed torestore services.

2. Assignment of personnel to disaster crews and assignment oftasks. The priority of repairs will be made by the DisasterCoordinator after an evaluation of the critical needs of theUniversity following the disaster.

3. If present supplies and equipment on hand are not adequate to

restore service as needed, obtain approval for funds needed andcontact vendors for priority shipment.

4. Coordinate repairs of data communications disasters affectingspecific areas of technology support with the recovery team leaderof that area.

5. Keep the Disaster Recovery Coordinator and team leaders ofsupport areas informed of the extent of the communications damageand recovery procedures being implemented.

A chart of the communications network at ACU is being developed.When it is completed, a copy of this chart will be placed in the

off-site storage area and periodically updated.

MICROCOMPUTER RECOVERY PLAN

1. Individual clients should plan backups as follows:

Daily - This procedure is used to backup all files created eachday. This procedure copies all files to a floppy diskette or localtape for backup storage. It can be performed at the end of the dayor when a client is through using the computer for the day. Thesebackup diskettes or tapes need to be placed in a locked filecabinet.

Weekly - This procedure is used to backup all files. Thisprocedure will also copy all files to a floppy diskette or localtape for backup storage. This procedure needs to be performed onany week day, but should be done consistently once a week on theparticular day chosen.

NOTE: It is recommended that each microcomputer workstation retainonly one set of daily backups. It is also recommended that twosets of weekly backups be kept.



2. Provide a protective environment for all disks.

Weekly backup disks should be placed in a protective area awayfrom the office. This area needs to be fireproof.

COMPUTER LAB RECOVERY PLAN

In case of an event affecting only a lab, this section of thedisaster plan will be executed. For recovery purposes, labs bydefinition will mean a computer area supporting a number ofclients as contrasted to an area containing only a few terminalsor microcomputers. An event can occur in an area not defined as alab; however, it is assumed recovery of services in this situationcan be carried out in a routine manner. A lab can containterminals and/or microcomputers. An area may be considered a labeven if it is in an administrative service area and there are alarge number of terminals and/or microcomputers involved.

A disaster will be declared in a lab when a large portion of theunits in the lab are affected to the extent that recovery in thatarea in a reasonable time with normal procedures is not possible.

General steps that will be followed in recovery of a lab arelisted. The team leader of the computer area with support dutiesover the lab affected will assume prime responsibility in therecovery process.

1. Determine the extent of the damage in the lab and whetheralternate lab services will be needed while recovery is takingplace.

2. Obtain university approval for any funds needed to replaceequipment and supplies.

3. Determine whether adequate equipment is available on campus,

either from Instructional Technology or other areas, to restoreeven partial services in the lab affected.

4. Coordinate recovery of the center with Technical Services ifcommunications lines are involved in the lab.

5. If alternate services are to be provided for clients of thelab, coordinate activities between groups affected.

6. Keep the Disaster Coordinator informed of the status of thelab and the recovery process.

EMERGENCY PROCEDURES

In case an incident has happened or is imminent that willdrastically disrupt operations, the following steps should betaken to reduce the probability of personal injuries and/or limitthe extent of the damage, if there is not a risk to employees.Similar steps should be followed, where appropriate, in incidentsoccurring in a satellite center.

1. An announcement should be made to evacuate the building, if



appropriate, or move to a safe location in the building. As apreparation for a potential disaster, all Information Technologypersonnel should be aware of the exits available.

2. If there are injured personnel, ensure their evacuations andcall emergency assistance as needed.

3. If the computers and air conditioning have not automaticallypowered down, initiate procedures to orderly shut down systemswhen possible.

4. When possible and if time is available, set up damage limitingmeasures.

5. Designate available personnel to initiate lockup proceduresnormal to last shift procedures.Appendices

APPENDIX A - EMERGENCY CALL LISTS

Information Technology

Employee Name/Address

Home PhoneOfficePhonePagerNumberFamily Members

APPENDIX B - VENDOR CONTACT LIST

Abilene Communications (915) 677-67311326 PineAbilene, TX 79601

Portable radios and equipment

ACME Wholesale (504) 837-7315P. O. Drawer 13748New Orleans LA

Advanced PC (800) 944-49372738 Satsuma Dr.Dallas, TX 75229Computers and parts

Alltell Supply (404) 446-04206000 Peachtree Ind. Blvd.

Norcross, GA 30071

Anixter (800) 261-85011620 W. Crosby Rd.#115Dallas, TXNetwork supplies

Applied Network Technologies (817) 752-6888P.O. Box 21599700 University Park Dr.



Waco, TX 76702-1599Identification system and parts

[email protected] Myers - [email protected] Libby (technical writer)- [email protected] (817) 776-5695Fax (817) 751-7785

Black Box (412) 746-55001000 Park DriveLawrence, PA 15055Telephone parts

Cabletron16479 Dallas ParkwayDallas, TXNetwork supplies

Cain Electric (915) 672-2332133 CherryAbilene, TX 79604

Cedar Computer (512) 836-9141

Travis Erikson1321 Rutherford LaAustin, TX 78753HP Laserjets and parts

Communico (800) 829-98141710 N. Hercules AveClearwater, Fla 34625Telephone supplies

Concho Office Supplies 695-5088Chuck Sommenberg2401 Sherwood Way

San Angelo, TX 79601Office Supplies

Deltec (800) 854-2658Fax (619) 291-2584Mary Godfry ext. 2822727 Kurtz St.San Diego, CA 92110Uninterruptible Power Supply

Dial Tone (800) 626-59291311 Westport RidgeCrystal Lake, IL 60014

Telephone Supplies

Digital Equipment CorporationSales (806) 745-92947606 University AvenueLubbock, TX 79423Hardware maintenance (800) 354-9000See Appendix E for calling procedures and equipment serial numbersDigital Services Unit Manager (806) 745-9294Rusty Slate



VAX equipment

Data Research Association (DRA)1276 N. Waison Rd.St. Louis, MO 63132service (after hours calls are billable @ $400 minimum) (800) 372-8572Main number (800) 325-0888Answering service (314) 726-9794Abilene Library Consortium software - Calls are only accepted fromWarren Alkire, Bob Gillette, or David Bavousette

Excalibur Customer Support (409) 597-6567Contract Info (619) 625-79009255 Towne Centre DriveSan Diego, CA 92121Imaging system software

Farallon (510) 814-51002470 Mariner Sq LoopAlemeda, CA 94501Star controllers, phonenet connectors

Federal Communications Corp

574R Land Mobile RePittsburgh, Pa 15351

First Choice (612) 474-49751455 Park RoadChanhassen, MN 55317

Gage Van Horn & Associates (915) 677-5982Neil Tatom128 Grape St.P.O. Box 2133Abilene, TX 79604Computer forms and supplies

Graybar Electric Company 672-28611601 S. Treadaway Dallas (800) 946-4261Abilene, TX 79602Wiring supplies

GTE (Service) (214) 888-5050Graham Smith, Account Executive (214) 888-5010Darren Warren, Account Manager2307 Springlake RdSuite 518Dallas, TX 75234Telephone switch and VoiceMail

GTE Supply (800) 433-4837National Sales Center2580 Cumberland Rd.Atlanta, GA 30339FoxPro fiber cards

Hello Direct (800) 444-35565884 Eden Park Pl.San Jose, Ca 95138



Fax - 214-387-8991Administrative software

Single Point of Contact - SPOC (714) 859-760012 Mason Bldg. AIrvine, CA 92718Telephone parts

Southwestern Bell Telephone (915) 675-3706Abilene, TXLocal telephone service provider

Specalized Products (214) 550-19233131 Premier DriveIrving, TX 75063

Sprint (915) 698-8989Wes Burns4618 S. 14th St.Abilene, TX 79605International long distance carrier

Star-Tel (915) 691-5454#2 Village Dr., Suite 200

Century Plaza IIAbilene, TX 79606Domestic long distance carrier

Supply Technology (801) 486-5652230 W. 2950th SouthSalt Lake City, UT 84115

TAB (410) 356-464650-J Painters Mill RoadPainters Mill Executive OfficeOwings Mills, Maryland 21117Imaging system juke box device

Telco (800) 489-7425123 Seaboard LaneFranklin, TN 37064Long Distance software

Telco Research (615) 329-0031Randy Noe Fax - (615) 320-61441207 17th Avenue South Technical Support - (615) 231-6160Nashville, TN 37212

Toner Cable Company (800) 523-5947969 Horsham Rd.

Horsham, PA 19044

TRCA (817) 565-50003401 E. UniversityDenton, TX 76208

University of Texas - Campus Software License Grant (CSLG)Computation Center (MC G2700)COM 1Austin, TX 78712



U.S. Design (410) 381-30009075 Guilford Road Fax (410) 381-3235Columbia, MarylandImaging system jukebox software

Wellfleet (508) 663-040039 Manning RoadBillerica, MA 01821

West Texas Utilities (915) 672-3251P.O. Box 841Abilene, TX 79604Electrical power

WilTel Communications Systems (800) 364-77335121 69th St, Suite A-2 Fax (800) 364-7733Lubbock, TX 79424Telephone switch, voicemail, fiber linksWinchester Systems (800) 325-3700Donna Marshall400 West Cummings ParkWoburn, MA 018014mm tape drives on administrative computers

Wyatt Electrical Service (915) 675-2242P. O. Box 5795Abilene, TX 79608Electrical contractor

Xyplex (214) 701-83505001 Spring Val. RdDallas, TX 75244Network equipment

APPENDIX C - ALTERNATE COMPUTING

SERVICES FACILITY

In an environment where the primary central site equipment is DECVAXes, the use of an alternate computing facility is not as vital.The type of equipment being used can run in an office environmentand requires very little space. Our intention would be to surveythe needs at the time of disaster and place the VAX equipmentwhere we would have the best access to telephone lines toestablish modem access. Access would be limited to those criticalapplications at the time when needed.

APPENDIX D - OFF-SITE STORAGE

All central file backups are made on 4mm DAT tapes using VMSbackup and stored in a room in the lower level of the BrownLibrary on campus at ACU. The Manager, Computing Services and theOperations employees have access to keys both to the exteriordoors and to the room where tapes are stored. A copy of the fullbackups is also stored in a safe deposit box at First NationalBank, Abilene, downtown branch.

abilene christian university information technology disaster recovery plan (166163748)

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