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      <H2>Disaster planning and recovery</H2></TD></TR>
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    <TD>&nbsp;</TD>
    <TD align=3Dright>Resource kit 90452</TD></TR>
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    <TD colSpan=3D2>By Stacey Roberts=20
      <P>When you think of disasters, whatever comes to mind is usually =
big,=20
      devastating and covered by insurance. A large calamity is =
something that=20
      your clients and vendors can understand and cut you some slack, =
giving you=20
      the time you need to get up and running again.</P>
      <P><B>Here are some disasters you probably haven't =
considered:</B></P>
      <UL>
        <LI type=3Ddisc>Your building (and just your building) loses =
electrical=20
        power for three days. The fish market next door, thankfully, =
never loses=20
        power. They refuse to let you run an extension cord to power =
your=20
        servers.=20
        <LI type=3Ddisc>The fish market next door catches fire under =
suspicious=20
        circumstances, causing the fire department to deny you access to =
your=20
        building for an entire day while they investigate.=20
        <LI type=3Ddisc>An employee deletes your accounting and client =
databases.=20
        You never find out which employee.=20
        <LI type=3Ddisc>A hacker sends you a virus that shuts down your =
Internet=20
        service. You sit on hold with your Internet service provider for =
six=20
        hours before they tell you what the problem is.=20
        <LI type=3Ddisc>Your e-mail goes down for three days. When it =
comes back=20
        up, it is so clogged with e-mail your network slows to a crawl =
while you=20
        wait for it all to be downloaded. Your staff plays catch up, =
costing you=20
        Day 4.=20
        <LI type=3Ddisc>Your employee of the month password-protects =
every=20
        important document on your server, then quits to go to work for =
your=20
        competitor.=20
        <LI type=3Ddisc>Your exchange server hits the built-in 16 GB =
storage limit=20
        and shuts down. The defragmentation process to get it back up =
and=20
        running takes two hours. Your staff spends the rest of the day =
deleting=20
        unneeded e-mails. Then you have to do another defragmentation.=20
        <LI type=3Ddisc>Your website that you use for client =
communication and new=20
        business goes down. You don't realize it for a week because you =
never=20
        check it. </LI></UL>
      <P>There are dozens of other examples. A new definition of =
disaster is=20
      required, because it doesn't take a big thing to cost you hours or =
days of=20
      downtime. A disaster for any business is simply the temporary or =
permanent=20
      loss of critical data, or the inability to conduct business for a =
period=20
      of time.</P>
      <P>Time is the enemy; the longer you are unable to retrieve and =
process=20
      information for the normal operation of business, the worse your =
situation=20
      gets. <B>One in five</B> businesses struck by a disaster are no =
longer=20
      operational five years later.</P>
      <P>In this resource kit, we will explore the nature of disasters =
and ways=20
      to plan for and recover from them in the shortest amount of time. =
That is=20
      the planning that can save your business in the event of =
disaster.</P>
      <P><B>Part one<FONT size=3D3>=97</FONT>your critical =
data<BR></B>You=20
      immediately think of accounting transactions, inventory lists, =
customer=20
      databases. Problem solved. All data accounted for.</P>
      <P>
      <DIV style=3D"PAGE-BREAK-BEFORE: always" id=3Dnewline></DIV>Once =
again,=20
      "critical data" requires a new definition: the data your company =
needs to=20
      conduct business profitably. You can certainly get by with a few =
missing=20
      pieces of information, but the more you have to go without, the =
less=20
      efficient and profitable your operation is. In addition to the =
list above,=20
      this definition can be expanded to include:
      <P></P>
      <UL>
        <LI type=3Ddisc>e-mail messages that have been sent and received =
by all=20
        your staff;=20
        <LI type=3Ddisc>correspondence to and from your clients;=20
        <LI type=3Ddisc>records of faxes sent and received;=20
        <LI type=3Ddisc>password lists;=20
        <LI type=3Ddisc>scanned images of paper you have thrown away;=20
        <LI type=3Ddisc>client proposals and presentations; and=20
        <LI type=3Ddisc>your website content. </LI></UL>
      <P>The full list of critical data is much larger than the examples =
covered=20
      here. Now that you know what data is critical to your agency, the =
next=20
      step is to find it and protect it.</P>
      <P><B>Part two=97finding the data<BR></B>You may be thinking all =
of your=20
      data is safe on your server and gets backed up every night. If =
you're=20
      right about that, you can skip to the next section.</P>
      <P>Before you do, consider the following:</P>
      <UL>
        <LI type=3Ddisc>E-mail=97if you use Outlook Express, e-mail is =
stored by=20
        default on the C drive of every workstation. If you use Outlook =
without=20
        an Exchange server, e-mail is stored on the C drive of every=20
        workstation.=20
        <LI type=3Ddisc>The 'My Documents' folder defaults its storage =
to the C=20
        drive of the workstation.=20
        <LI type=3Ddisc>Desktop=97if you are in the habit of storing =
documents on=20
        your desktop, they are actually on your C drive.=20
        <LI type=3Ddisc>Internet Favorites=97also on the C drive.=20
        <LI type=3Ddisc>Faxing=97if you use a network faxing program, =
copies of sent=20
        and received faxes are stored on that fax server. Fax phonebooks =
may be=20
        stored on that server or the C drives of workstations. If you =
use a=20
        standard fax machine, fax numbers that you use repeatedly may be =
stored=20
        in its memory.=20
        <LI type=3Ddisc>Lists of passwords for company website =
access=97studies=20
        reveal that these are most often stored on sticky notes attached =
to=20
        workstation monitors.=20
        <LI type=3Ddisc>E-mail addresses and phone numbers for =
underwriters and=20
        vendors=97if not on a piece of paper taped to your office wall, =
they might=20
        be stored in the Contacts folder of your e-mail (see above).=20
        <LI type=3Ddisc>The client proposal you put on a disk to take =
home and=20
        work on.=20
        <LI type=3Ddisc>The files on your home computer, and the files =
on any of=20
        your employees' home computers.=20
        <LI type=3Ddisc>The address list in your Palm Pilot.=20
        <LI type=3Ddisc>The calendar in your Franklin planner.=20
        <LI type=3Ddisc>The phone numbers stored in your cell phone. =
</LI></UL>
      <P>This list should be enough to convince you that your critical =
data, or=20
      even just the stuff you need to work efficiently, may be spread =
all over=20
      your office and parts unknown. </P>
      <P>A critical step in preparing your business for a disaster is to =

      consolidate all that data to a single central point=97your server. =
Once this=20
      is accomplished, that server needs to be backed up and protected =
with=20
      electrical protection and redundancy.</P>
      <P>Now we've laid out the scary part=97the vulnerability of your =
IT=20
      infrastructure. Most companies have data that is spread across =
servers,=20
      workstations, laptops, PDAs, floppy disks, CDs, sticky notes and =
bar=20
      napkins. It is exactly this kind of fragmentation that makes the =
recovery=20
      from even a small disaster difficult, if not impossible.</P>
      <P>
      <DIV style=3D"PAGE-BREAK-BEFORE: always" id=3Dnewline></DIV>In =
much the same=20
      way that you (hopefully) maintain your body to make it resistant =
to=20
      infection, deep fried food, and just one more before last call, =
your=20
      automation infrastructure must be conditioned to take a hit. Your =
data=20
      must be consolidated to a server that is protected, =
well-maintained and=20
      has redundant fail-safes.
      <P></P>
      <P>Identify the data you need then go find it wherever it is. Make =
sure=20
      your server has the storage space to hold it all and the speed and =
power=20
      to make it accessible by everyone who needs to. This is a good =
time to=20
      think about how old your server is, its warranty status and =
whether its=20
      operating system has been patched to all the latest versions, =
including=20
      security patches. Microsoft has a product called the Baseline =
Security=20
      Analyzer, which can be downloaded free of charge from <A=20
      =
href=3D"http://download.microsoft.com/download/9/0/7/90769f0c-c025-48bf-a=
9c7-60072d0cb717/MBSASetup-EN.msi">http://download.microsoft.com/download=
/9/0/7/90769f0c-c025-48bf-a9c7-60072d0cb717/MBSASetup-EN.msi</A>.=20
      This program will analyze your servers and workstations and list =
all=20
      security vulnerabilities, including standard operating system =
patches.=20
      This will serve the dual purpose of getting your server software =
up to=20
      snuff while at the same time installing all necessary security =
patches.=20
      This utility should be run once a month.</P>
      <P>Your server also should have electrical protection. It should =
have a=20
      "smart" UPS that will shut it down properly in the event of a =
power loss.=20
      The purpose of the UPS is not to keep the server up and running as =
long as=20
      possible; its only purpose is to perform a proper shutdown of the =
server=20
      if main power is lost. The UPS battery should be tested =
periodically.=20
      These batteries do go dead after a couple of years and should be =
replaced=20
      as soon as that happens.</P>
      <P>Anti-virus protection is essential to your entire organization. =
Every=20
      computer on your network (and any computer that might be on your =
network,=20
      like a laptop or a home computer that dials in to the office) =
should have=20
      virus protection that is regularly updated. Virus protection also =
should=20
      scan your incoming and outgoing e-mail. If you have more than five =

      computers on your network, you should consider an enterprise =
version of=20
      anti-virus software. Enterprise anti-virus software is managed by =
the=20
      server=97updates and regular scans are centrally controlled so =
that users=20
      don't have to be responsible for it.</P>
      <P>A study was done in which it was concluded that a computer =
hooked to=20
      the Internet will be hacked within six seconds. Throughout the =
world,=20
      there are hackers at their stations, hopped up on caffeine and =
candy bars,=20
      scanning IP addresses, looking for vulnerabilities. What they do =
when they=20
      find one, unfortunately, is completely up to them. Deleting your =
data,=20
      changing your administrative passwords, turning off your =
anti-virus=20
      protection, delivering a virus and flooding your network with =
packets that=20
      make it unusable are just some of the items in their bag of =
tricks. If=20
      your network is connected to the Internet you must have a firewall =
for=20
      protection. While it is true that some Internet service providers =
include=20
      a firewall with their service, this is not something that can be =
left to=20
      others; your firewall must be your own and managed by you. There =
are=20
      hardware and software firewalls available; a combination of both =
is=20
      effective. </P>
      <P>The simplest definition of a backup is this: a complete copy of =
your=20
      data in another location. Break that down into its Latin root and =
here's=20
      what you get:</P>
      <OL>
        <LI><B>A complete copy of your data. </B>Any backup solution you =

        implement must have sufficient capacity to back up all of your =
data, not=20
        just some of it. It is preferable that this backup be done in =
one pass,=20
        on one media, automatically, every night.=20
        <LI><B>In another location.</B> Whether you use tapes, DVDs or =
floppy=20
        disks, they absolutely must <B>leave</B> <B>your office</B> =
every day.=20
        There are external hard drive or network hard drive solutions =
that stay=20
        connected to your server and continually back up your data. It =
is=20
        important to consider what happens if you have a fire or other =
calamity=20
        that destroys your office. In one shot, your server and your =
backup=20
        would be wiped out. If you use external drives for backup, get =
more than=20
        one and rotate them.=20
        <LI><B>Making a backup of all your data and storing it somewhere =
else=20
        isn't the whole story.</B> If your office is destroyed, the tape =
or DVD=20
        you have carefully kept offsite becomes the most important piece =
of=20
        plastic you've got, even more so than your corporate gold card. =
You have=20
        got to know that the media is good, has data on it and is =
recoverable.=20
        The best way to do this is to regularly buy new tapes (once a =
year) and=20
        do periodic restores from the tapes (once a month). This will =
make sure=20
        your backups go both ways. </LI></OL>
      <P>By this point, if you have been playing along, you have located =
your=20
      data, moved it to your server, built a wall around it of operating =
system=20
      patches, virus protection, hacker neutralization and electrical=20
      fail-safes. You have set in place a daily backup of your server =
that=20
      leaves the office just like you do. At the same time, you have =
made sure=20
      the backup works by testing it regularly. If you're not nervous =
that all=20
      of your eggs are in one power-protected basket, you should be.</P>
      <P>We took all the data that is important to the effective =
operation of=20
      your company and consolidated it to a single server, which =
probably made=20
      you distinctly uncomfortable. The fact that we equipped that =
server with=20
      power protection, virus protection and hacker protection should =
have made=20
      things a little better. The idea that having all your data on one=20
      well-fortified server is better than having it spread all over =
your=20
      network should have made it better still. Running a daily verified =
backup=20
      of all your data is the last piece of the puzzle. Your data is now =

      secure.</P>
      <P>Now your mission, should you choose to accept it, is to come up =
with a=20
      recovery plan=97what some call disaster planning. The purpose of =
this plan=20
      is to:</P>
      <OL>
        <LI>assess the current operational status of your company;=20
        <LI>notify the key people needed to continue operations;=20
        <LI>get the word out to employees, vendors and customers about =
your=20
        business interruption;=20
        <LI>move from your existing location to a temporary one, if =
needed;=20
        <LI>repair or replace affected systems;=20
        <LI>establish a temporary level of operation; and=20
        <LI>plan and implement the return to normal operations at your =
original=20
        location. </LI></OL>
      <P>Most companies do not have a working disaster plan, and there =
are good=20
      reasons for it. When you think about all the things it takes for =
your=20
      office to run at an effective level (electricity, phones, =
computers,=20
      Internet access, fax machines=97and these are just a few of them), =
the sheer=20
      scope of the problem is almost too massive to contemplate. When =
you add=20
      the list of possible disaster scenarios to plan for, the notion of =
trying=20
      to assemble and organize this information into a plan that you can =

      implement under less-than-perfect conditions, it is easier to give =
up and=20
      hope statistics are on your side=97that the disaster won't happen =
to=20
you.</P>
      <P>Speaking of statistics, here they are:</P>
      <UL>
        <LI type=3Ddisc>44 percent of IT disasters are caused by =
hardware=20
        malfunction;=20
        <LI type=3Ddisc>32 percent are caused by human error;=20
        <LI type=3Ddisc>14 percent are caused by software corruption;=20
        <LI type=3Ddisc>7 percent are caused by viruses, spyware or =
malware; and=20
        <LI type=3Ddisc>3 percent are caused by natural disasters. =
</LI></UL>
      <DL></DL>
      <P>One in five companies struck by a disaster (40 percent) are no =
longer=20
      operational five years later.</P>
      <P>When most companies think about disaster planning, they're =
talking=20
      about fires, floods and earthquakes. The stunning part about these =

      statistics is that those calamities only account for 3 percent of =
business=20
      interruption. The remaining 97 percent happens right in your =
server room,=20
      in broad daylight, with not a cloud in the sky. That is the plan =
you need=20
      to write=97how to fix or replace broken computers or corrupted =
data. If you=20
      add the 3 percent component of natural disaster (which generally =
means=20
      loss of location), you have accounted for all of it.</P>
      <P>When in doubt, make a list. Here's what should be on it, in =
brief:</P>
      <UL>
        <LI type=3Ddisc><B>Phone company=97</B>to establish or =
re-establish phone=20
        service, or to forward your main numbers.=20
        <LI type=3Ddisc><B>Public utilities=97</B>to determine the state =
of power or=20
        other utility outages, and how long they will take to come back =
up.
        <DIV style=3D"PAGE-BREAK-BEFORE: always" id=3Dnewline></DIV>
        <LI type=3Ddisc><B>Employees home numbers=97</B>to notify =
employees whether=20
        to report to work or not, and what to do when they get there.=20
        <LI type=3Ddisc><B>Computer repair people=97</B>to help assess =
the level of=20
        damage to the IT infrastructure and start planning =
repair/replacement.=20
        <LI type=3Ddisc><B>Internet service providers=97</B>to establish =
or=20
        re-establish Internet access.=20
        <LI type=3Ddisc><B>Critical IT and other equipment=97</B>to be =
moved to a=20
        temporary location, and to assess what components are functional =
and=20
        which are not.=20
        <LI type=3Ddisc><B>Critical paper files=97</B>to be moved to a =
safe=20
        location.=20
        <LI type=3Ddisc><B>Insurance carriers=97</B>to file claims =
needed to=20
        activate business interruption coverage. </LI></UL>
      <P>You may have more items, depending on the nature of your =
business. The=20
      point of the list is that, no matter the cause of your disaster, =
this is=20
      the checklist that you must start going through in order to =
recover from=20
      it. </P>
      <P>The most necessary step in disaster planning is deciding that =
it must=20
      be done. Management must make a tangible decision to come up with =
a=20
      disaster and recovery plan. A committee should be formed whose =
purpose is=20
      to evaluate what components are needed to operate, come up with =
the list I=20
      mentioned above, decide who the key crisis managers will be, =
devise a=20
      written plan, communicate it to the employees and key vendors, and =
update=20
      it periodically. </P>
      <P>Now that you've got the ball rolling, you've got your list and =
your=20
      committee, you can begin to write your disaster plan. The best way =
to=20
      conceptualize it is to go through the steps to recovery. Assume =
you've had=20
      a disaster, then walk through coming back from it.</P>
      <P>We've gotten to the point where you are putting pen to paper on =
your=20
      disaster and recovery plan. The most important rule you have =
established=20
      is one of an<B> effective standard of operation=97</B>the minimum =
level of=20
      computers, data, phones, etc., that you need to run your business. =
It is=20
      the return to that level that is the entire point of your disaster =
plan,=20
      and its goal.</P>
      <P>I advanced the notion that the best way to plan for recovery is =
to walk=20
      through the steps=97assume you've had a disaster and start working =
your way=20
      back from it. Here's what you should be imagining:</P>
      <P><B>Assessment<BR></B>Once a disaster strikes, the first impulse =
is to=20
      try to determine what kind of disaster are we having? Have we lost =

      communications, data, our entire location? Is it a workstation, a =
server,=20
      a cluster of servers? Is it hardware? Is it software? Is it a =
virus? Is it=20
      a problem that we think might go away on its own, such as a power=20
      outage?</P>
      <P>In your planning meetings, you may have run through all kinds =
of=20
      scenarios. But the disaster you end up with may be none of them. =
Or, you=20
      may mistakenly try to fit the disaster you are facing into one of =
the=20
      planned scenarios.</P>
      <P>Whether the catastrophe is any of those things, anything from a =
virus=20
      to a meteor hit on your headquarters, it is important to focus on =
the=20
      essence of business interruption: effectiveness and time. Are you =
at an=20
      acceptable operational capacity or not? If not, how long will it =
take to=20
      get back to capacity? How soon can you get back to a minimal =
operational=20
      standard, and how long will it take to ramp up from there? Who do =
you need=20
      to assist (technicians, phone people, etc.)? These are the first =
questions=20
      of recovery.</P>
      <P>Don't underestimate the severity of your problem. In the =
disasters I=20
      have seen, one of the chief mistakes was thinking the problem was =
less=20
      serious than it really was=97by the time the gravity of what had =
happened=20
      was apparent, precious time had been lost. It could be because the =

      responsible party wants to minimize the seriousness of the =
situation to=20
      superiors, or technicians want to cover their own mistakes or=20
      incompetence, or something as simple as not wanting to be the =
bearer of=20
      bad news. If you are the person in charge of the recovery, you are =
the=20
      bearer of news. Good or bad, it's all you. Don't sugar coat.</P>
      <P>In the time that we have, it is better not to explore a variety =
of=20
      scenarios. Instead, we should address the question of returning to =
an=20
      acceptable operational level. In your planning phases, you decided =
what=20
      that level was. Now comes the time to implement. </P>
      <P><B>Assembling the key people<BR></B>If you planned well, you =
already=20
      know who the key people are and how to get in touch with them. A =
key=20
      component of this phase is to communicate the severity of your =
problem.=20
      Don't let these key folks believe your problem is anything less =
than=20
      immediate and critical. Don't accept stalling, don't try to work =
it over=20
      the phone. If you need them there right now, that's what you tell=20
them.</P>
      <P><B>How long will it take?<BR></B>This is the key question. You =
can have=20
      a minor problem that takes days to fix or a major one that is done =
in an=20
      hour. It is not the problem that determines the disaster, it's the =
time it=20
      takes to solve it. It's also important to distinguish between a =
temporary=20
      solution and a permanent one. The temporary solution will probably =
take=20
      less time, so that would be preferred, as long as an accurate =
assessment=20
      of how long it takes to get to the permanent solution is done. =
</P>
      <P><B>Getting the word out<BR></B>There is nothing to be gained by =
keeping=20
      the problem quiet. Don't let the employees, management, customers =
or=20
      vendors "discover" the problem on their own. Control the story. =
Once you=20
      know what the problem is and how long it may take to fix, it's =
time to get=20
      the word out. Let people know what is going on and how long you =
expect to=20
      be down. Your disaster plan should include what information to =
release and=20
      to whom. Your downtime results from the demands placed on your IT=20
      structure by users, managers and customers. Letting them know of =
the=20
      problem proactively may just buy you the time and patience you =
need to get=20
      it done.</P>
      <P><B>Plan B<BR></B>Sometimes, things just don't go the way you =
plan.=20
      Improper assessment, lack of parts to do the repair, and just =
plain bad=20
      luck can conspire to make your recovery fail. What are you going =
to do if=20
      Plan A fails? How much time are you going to give Plan A to =
work?</P>
      <P>Consider this: why not have one team working on repair while =
another is=20
      working on replacement? That way you get to both finish lines at =
once.=20
</P>
      <P><B>Recovery specifics=97getting the data back<BR></B>It's =
difficult to be=20
      too specific about the recovery without knowing the exact nature =
of the=20
      problem, but an easy assumption is that your server is damaged or=20
      destroyed, or your physical location is, or both.</P>
      <P><B>Location, location, location<BR></B>If you have to move to a =

      temporary location, consider the following:</P>
      <OL>
        <LI>Does it have enough room for all your people?=20
        <LI>Does it have enough electrical capacity for all the =
computers,=20
        phones, fax machines, laser printers, etc.?=20
        <LI>Does it have phone lines?=20
        <LI>Internet access? </LI></OL>
      <P><B>To repair or not to repair<BR></B>It is very tempting to try =
and fix=20
      the server you have. Why? It is already preconfigured the way you =
like=20
      it=97no need to add the users and printers back on. And if it =
works,=20
      everything comes back just the way it was before the crash. The =
problem=20
      with that, of course, is that it crashed once. It sure can do it=20
again.</P>
      <P>If you're going to fix it, do you have the spare parts needed =
to=20
      rebuild the entire server? It may take hours to determine which =
part is=20
      faulty. I hope it's not the part you don't have.</P>
      <P>Consider also the possibility of moving the data to another =
server in=20
      your operation. Believe me, I know how IT guys like to have one =
server for=20
      mail, one for printing, one for data, etc. It's OK to move the =
data to a=20
      working server rather than be down while you fix the data server. =
Data is=20
      the hot potato, not the machinery itself.</P>
      <P>How long will a repair take? Would it take less time to just =
rebuild=20
      the server? Or get a temporary replacement? </P>
      <P><B>Tapes, CDs and temporary servers<BR></B>If it turns out that =
you=20
      have to start from scratch, you've got to have all the items you =
need,=20
      including:</P>
      <OL>
        <LI>original media for your operating system, application =
software,=20
        etc., so you can reinstall everything;
        <LI>the media from your most recent backup and the means to =
restore it=20
        (matching tape drive, Internet connection, etc.); and
        <LI>a machine to put it on. Remember that a server is =
distinguished by=20
        the operating system. Not to say that all computers are alike, =
but if=20
        you have to take a workstation and temporarily install server =
software=20
        on it, do it. Replacing a server is not an easy thing. You need =
to get a=20
        machine, install an operating system, install application =
software, then=20
        recover your data. It's important to remember that you don't =
need the=20
        final server you're going to end up with; you do not need a =
computer=20
        that is an exact match of the old one. Not to oversimplify, but =
what=20
        distinguishes a server from a workstation is usually the =
operating=20
        system. You can, under the right circumstances, take ANY =
computer and=20
        make it a server if you install your server-level operating =
system on=20
        it. Things to watch for: it must have enough physical storage =
space to=20
        hold all your data and a way to back it up. You may not have =
your final=20
        server for weeks. Once you get it, this entire process will have =
to be=20
        done over again on the new machine. But you may be stuck with =
your=20
        temporary server for longer than you think. </LI></OL>
      <P><B>The same disaster twice<BR></B>Try not to have the same =
disaster=20
      twice. When your new server arrives, or your old one is repaired, =
do the=20
      switchover during off-peak times. And keep the old one as a backup =
against=20
      future disasters.</P>
      <P>In the end, you may come away with the feeling that you haven't =
done=20
      enough to prepare for and recover from disasters. You may be right =
about=20
      that, but the only way to know for sure is to actually have a =
disaster,=20
      and no one wants that. Don't overcompensate. Every disaster plan =
is a work=20
      in progress.</P>
      <P><I>Roberts is president and CEO&nbsp;of Computer Systems =
Management. He=20
      can be reached at 714 Madison Ave., Covington, KY 41011, by phone =
at:=20
      (859) 491-7947, by e-mail at: stacey_roberts@csmworld.com or on =
the web at=20
      www.csmworld.com. </I>12/10</P>Think PIA first <BR><BR>
      <TABLE border=3D0 cellSpacing=3D0 cellPadding=3D0 width=3D"100%">
        <TBODY>
        <TR>
          <TD class=3Dtext colSpan=3D2><STRONG>Document=20
Information:</STRONG></TD></TR>
        <TR>
          <TD class=3Dtext>Title:</TD>
          <TD class=3Dtext>Disaster planning and recovery</TD></TR>
        <TR>
          <TD class=3Dtext>Url:</TD>
          <TD =
class=3Dtext>http://www.pia.org/IRC/qs/show?q=3D90452&amp;s=3Dny</TD></TR=
>
        <TR>
          <TD class=3Dtext>QuickSource#</TD>
          <TD class=3Dtext>QS90452</TD></TR>
        <TR>
          <TD class=3Dtext width=3D"13%">Last Updated:</TD>
          <TD class=3Dtext=20
  =
width=3D"87%">2010-12-27</TD></TR></TBODY></TABLE></TD></TR></TBODY></TAB=
LE></DIV></BODY></HTML>

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