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– Medical reminder solution targeted at the healthcare sector to improve the medication or treatment compliancy rate
• sending SMS, e-mail, voice messages to patients
• among M-PILL customers: 6 of the Pharmaceutical Top 10 in the world (Sanofi-Aventis, Astrazeneca, Abbott, Pfizer, GSK, Schering-Plough)
SMSSMS
voicevoice
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e-maile-mail
Solutions and products
AlarmTILT
– Crisis and notification communication solution• via SMS, e-mail, voice (text-to-speech) alerts
• on any device (PCs, laptops, mobile phones, PDA, Blackberrys, …)
ALERT TRIGGER SOLUTION
HUMAN CENTRIC
DEVICE CENTRIC
AlarmTILT EMERGENCY
AlarmTILT BC
SMSSMS
voicevoice
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AlarmTILT BC Applications
Guaranteed Maintenance Service Level
Customer Notification
Environmental Monitoring
Facilities Management
ICT Outages
Backup Staff Recall
Heartbeat Alerts
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Customer REFERENCES
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Customer References
Luxembourg Government
Ministry of Health
Government Communication Centerof Luxembourg
High Commission for National Protection
Customs and Excise Department
Governmental bodies
Water Management and Administration
IT department of the Government
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Customer References
Luxembourg Army
Luxembourg Fire Brigade
Luxembourg Air Rescue
Red Cross Luxembourg
Civil Protection
First Responders
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Customer References
Municipalities
City of Luxembourg
City of Esch
City of Dudelange
City of Strassen
Water Distribution Syndicate
City of Steinsel
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Customer References
Healthcare / Pharmaceutical
Sana Klinikum Lichtenberg Berlin
Clinique Ste Thérèse
Hospital Strasbourg
Glaxo Smith Kline
AstraZeneca
Akzo Nobel
Organon
ServiorElderly homes management company
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Customer References
Banks
AXA Assurances
Banque Rothschild
Union de Banques Suisses
Banque de la Poste
Cetrel
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Customer References
Telecom
ILRTelecom Regulator
LuxGSM
EPTTelecom Operator
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Customer References
Industry / Others
Cegedel National energy supplier
RTL Media group
Danone Food industry
Ferrero Food industry
Cargolux Air cargo
Mercedes Automotive
Rockwool Construction
Sulzer Machinery and equipment
Leader Price Retail
Telesoft Technologies IT
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AlarmTILT Communication MODEL
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CustomerEnvironment
Communication Model with Nagios
Client
Heartbeat
Events
Encrypted IP
INTERNET Servers
AlarmTILT Client for Nagios is able to automatically collect and transmit events and alarms (e.g. server, temperature sensor, alarm system,…) to the right destination (group or individual) regardless of the communication mean.
1. Events and alarms are sent via a secure IP (Internet, VPN,…) connection to the AlarmTILT servers.
2. Incoming events are captured, analyzed and an incident is opened if matching pre-defined incident criteria.
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CustomerEnvironment
Communication Model with Nagios
Client
SMSSMS
ISDN networks
InternetMobile
networks
3. The processed alert is routed through different channels to the right destination group.
4. Following pre-defined procedures, support people are notified via all possible media (phone, mobile, PC,…).
Communication networks are provided and fully operated by AlarmTILT (Software as a Service).
5. Alerts can be addressed to humans, but also via SOAP or e-mail to other 3rd party applications.
Heartbeat
Events
Encrypted IP
INTERNET Servers
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Heartbeat
Events
Encrypted IP
INTERNET
CustomerEnvironment
Communication Model with Nagios
Client
VoiceVoiceSMSSMS
ISDN networks
InternetMobile
networks
Escalation STEP 1(no acknowledgment within x minutes)
Servers
6. AlarmTILT provides advanced escalation features and time dependent destinations .
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Heartbeat
Events
Encrypted IP
INTERNET
CustomerEnvironment
Communication Model with Nagios
Client
VoiceVoiceSMSSMS
ISDN networks
InternetMobile
networks
Escalation STEP 2(no acknowledgment within x minutes)
Servers
VoiceVoice
7. Media and alerted people can be combined to optimize the communication and to shorten the delay between the detection of an incident and the beginning of its resolution.
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Heartbeat
Events
Encrypted IP
INTERNET
CustomerEnvironment
Communication Model with Nagios
Client
VoiceVoiceSMSSMSSMSSMS VoiceVoice E-mailE-mail
ISDN networks
InternetMobile
networks
Escalation STEP 3(no acknowledgment within x minutes)
Servers
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Heartbeat
Events
Encrypted IP
INTERNET
CustomerEnvironment
Communication Model with Nagios
Client
VoiceVoiceSMSSMSSMSSMS VoiceVoice E-mailE-mail
John Doe re plie sdire ctly to the ale rt
« OK on the move »
ISDN networks
InternetMobile
networks
Servers
8. A clever acknowledgment systems allows for all concerned support members to get notified, when an incident is being taken care of.
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Heartbeat
Events
Encrypted IP
INTERNET
CustomerEnvironment
Communication Model with Nagios
ISDN networks
Internet
Client
SMSSMS VoiceVoiceSMSSMS VoiceVoice E-mailE-mail
John Doehas
acknowle dge d
Mobile networks
Servers
9. All the alerted people will get notified that John Doe has acknowledged.
The escalation procedure is automatically stopped.
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Alert dispatching
Heartbeat
Events
Encrypted IP
INTERNET
CustomerEnvironment
Communication Model with Nagios
Mobile networks
ISDN networks
Internet
Alert acknowledgments
HORIZONTAL COMMUNICATION
Providevital /usefulinformation
Reach theright people
Instantaneously
Client
Servers
10. AlarmTILT also provides full incidents and resolution history of all generated alerts: all transactions (generated event / opened incident / alerting procedures /closed incident) are logged for an efficient reporting and incident troubleshooting.
Threats of major operational disruptions:– Natural disasters
• Flooding• Earthquakes• Hurricanes and Ice storms
– Non-natural disasters• Fires • Terrorism• Transport crashes• Loss/failure of equipment• IT Failure/Loss of data• Utility failure
– …
These risks can affect businesses and the critical functions within them to varying degrees
RISK GRAVITY ASSESSMENT
Method: Probability x Impact
HIGH Impact
MEDIUM Impact
SMALL Impact
HIGHProbability
MEDIUMProbability
LOWProbability
PRIORITYPRIORITY
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Business Continuity Planning
Business Continuity is an ongoing priority.
3 mains categories of solutions and measures to achieve Business Continuity:
Avoid failures
Minimize impacts of failures
Optimize reaction to
failures
Efficient communication
as part of Business continuity procedures is key
in the event of a major operational disruption.
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Cost impact of failures
Indirect impacts of downtime can be far more severe and unpredictable.
Non-linear relation between Cost impact and Downtime
Direct financial / customer
Productivity / Employees
Damaged reputation
Financial performanceCOST IMPACT
TIME
Minutes Days/Months
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Time matters
According to a recent survey of Infoconomy / APC, 25% of companies surveyed said that un-planned downtime would cost a minimum of 10,000 £ (€15,000) per hour.
Each gained minute represents a saving of €250.
TOTAL INCIDENT DURATION
De te ct
STEP 1
Notify
STEP 2
Asse s s
STEP 3
Pre paresolution
STEP 4
Re solv e
STEP 5
Close incide nt
STEP 6
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Why should crisis communication be bi-directional?
1. Acknowledgement that the message has been received and understood
l Ask questions if the initial message has not been fully understoodl Important feed-back from the fieldl The help of alerted people may be requiredl Replies can trigger the next phase of a communication work-flow
EFFICIENT COMMUNICATIONEFFICIENT COMMUNICATION
Ins tantane ous ly Prov ide v ital / use ful information
Re ach the right pe ople
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Top down planning approach
Common mistakes: – Only 65% of business continuity plans include
communication as integral part
– Set-up and wait for the worst• Inherent problem to incident situations:
– not very frequent
– when you least expect it
Stay awake!– Continuous usage of the system
– Continuous monitoring of the system
– Living procedures• Try to combine procedures and communication
– Automate directory updates
Decision or action
Message(Alert,
Notification)
Communication
BusinessContinuityProcedures
Incident
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Technical ARCHITECTURE
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Technical platform
Your corporate e nv ironme nt(e .g . your ne twork manage me nt s ys te m)
Management viaweb browser
Integration of corporate applications
Support a broad range of event sources
Network devices
IT systems
Java Client
Sensors
Your e mploye e s on the mov e(e .g . your te chnical s taff)
M-PLIFY
High availability servers
EVEN
T S
OU
RC
ETEM
PLA
TE
SOAP API
SNMP trap
E-mail
SOAP
HTTPS
SMS
E-mail
Voice
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Hosting in High Availability & Security
Redundant platforms stored at E-Business & Recovery Centre (EBRC)
– housed at 2 different locations
– redundant power supply provider
– redundant environment control
Secured web interface for administration and usage
– Authentication (username/password)
Secured SOAP interface for integration with customers’ applications
Terror attack protection
Visual OnlineGigabit Ethernet MAN
Catalyst Switch
Switch Switch
eth1eth0
eth0
eth1
EBRC Goldbell
Catalyst Switch
Switch Switch
eth1eth0
eth0
eth1
EBRC Hitec
Internet
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Communication Connectivity
Connectivity to multiple telecom networks (IP, telephony, GSM/UMTS,…)
No need to subscribe to any telecommunication operator
No GSM modules, no SIM cards,no special arrangements for redundancy are required
Message routing to alternate message centres in the case of operators’ messaging platform congestion