LHK-Kb hax:Ui01y9^3-2«l8U1U020b26 2U nay yr ib^bb k.U2 SUBSCRIBERSATISFACTIONSURVEY COMMENTSONQUESTIONNAIRE JB -Pleaserefertorespondentsas'subscribers’ratherthan‘clients or pustomers’ [SERVICEHISTORY 'hissectionisnotnecessary(withtheexceptionofsubscribersnametitle Sndaddress) ACCOUNTMANAGEMENT Question2isnotrequired \ Technicalsupportservice Questionsrequiredontestbookingprocedure: / \retestbookingshandledtoyoursatisfaction?v fVeyougenerallyabletobookthedatesyourequire? hange Understandingofyourbusinessrequirements?to‘ goalsand ibjectives?’ \ddin Pre-testmeetings’ Change’TestFailureHandling’to‘TestProblemManagement’, kdd'Availabilityoftechnicians’ Question6istoonegative.Hovyibout'Whatisthemostchallengingelement >fyourtestprogramme? \/ Question7changeto' areasoftechnicalsupportwhereyou....’. Subscribersdonotalwayscompletetestreportsaftertheyhavetested.I’d iketounderstandwhy. ft ONSITESUBSCRIBERSERVICE & Numberingsystemoutofsynch Questionregarding‘corporatehospitality’presumablyreferstogeneral Hospitality?Needschanging / LHK-Kb l-ax:u0i1y93322-bl8U1U020b26 2U nay yr ib:b4 P.Ub (UadiJ^ 1 UBSCRIBERCOMMUNICATIONS i llwouldliketoknowhowsubscribersfeelabouttelephony. 4TT<elephonemanner,speedofresponse,gettingputthroughtorightperson, Jretheyhappyabouttheuseofvoicemail,anyproblems? Littemetquestionmakesnosense.Ineedtoknowiftheyusewidely,dothey \^anttocommunicatewithusviatheinternet,ifnotnowwhen? COMPETITION luestion9changeto'Whichotherbusinesscontinuitysuppliersdoyou^/ urrentlyuse?' ^4Now » don’twanttonameothersuppliers Iwouldliketoknowwhichother upplierstheyareawareofandwhotheythinkcouldofferthemtheservices CAP-RSoffersthem No* °\ don'tlikequestion10b )VERALLSATISFACTION iddaquestionaboutwhatotherservicesweshouldoffer. dalsoliketoknowtheimportanceoffinancialstrength,thelocationofour entresandwhetherhavingmainlandEuropeancentresisimportantto lubscribers ihouldweusethequestionnairetoofferdetailsofotherservicestothem'? InalComment* findthereiterationofthequestion'Wouldyoupleaseratetheimportance f togetherwiththerepetitionofthegradingsirksome.Couldwedo omethingaboutit? 6thewholethingtoolong? Business ContinuityServices UserQuestionnaire, UK Definitions Businesscontinuityservices(BCS)canbedescribedasservicesthataredesignedtoprotect businesscriticalactivitiesunderpinnedbyITfromdisastereitherbyprovidingthenecessary facilitiestocontinuethoseactivitiesintheeventofadisasterorbypreventingdisastersfrom disruptingbusinesscriticalactivitiesinthefirstplace.BCScanbesplitintotwotypes:disaster recovery(DR)servicesandproactivebusinesscontinuityservices. DRservicesincludeanumberofserviceselementsthatkeepabusinessrunningintheeventof amajorincidentwhichtemporarilyputsitsoperationscompletelyoutofaction.Servicetypes includebackupservices,restartservicesandtheprovisionofstandbysites. Proactivebusinesscontinuityservicesarethosewhichseektopreventdisastersfromtaking placeorenableuserstodealwiththeconsequencesmoreeffectively.Typicalservicetypes includeremotemanagementservicesandcontingencyplanning. Acoldstandbysiteisanalternativesite,minuscomputerhardwareorofficefacilities, availableforlongtermuse. Awarmstandbysiteisanalternativerecoverycentrealreadyequippedandreadytobeginthe processofresumingcriticaloperationsfollowingadisaster. Ahotstandbysitecutsrecoverytimetoanabsoluteminimumbyalreadyhavingcurrentdata available,insteadofhavingtorestorefrombackupmedia.Theultimatemanifestationwouldbe acompletededicatedstandbysystem. RespondentDetails CompanyName RespondentName JobTitle TotalAnnualTurnover TotalNumberofStaff TotalITBudget TotalNumberofITStaff Industry BankingandFinance Insurance Government Distribution Utilities Manufacturing Other(pleasespecify) ScreeningQuestion 1. Pleaseindicateifyoucurrentlyuseanyofthefollowingbusiness continuityprovisions DisasterRecoveryServices ProactiveBusinessContinuityServices (e.g.remotemanagementservices) I4.fnoneoftheabove,pleaseterminatetheintervieworswitchtononuserquestionnaire. 2. Whendidyourcurrentbusinesscontinuitycontractbegin? 3. Whydidyoupurchaseabusinesscontinuitycontract? Fromwhichvendor(s)didyoupurchaseyourcontract? 5a. PleaseestimatehowmuchyouhavespentonBusinessContinuitycontractsfrom externalvendorsoverthepastyear. 5b Pleaseestimatetheproportionofthissumthatcanbeattributedtoeach equipmenttypeplatformwhereapplicable %ofSpend Mainframes/datacentres UnixServers NTServers Proprietarymidrange(e.g.AS/400s) PC/LANs WANs TelephonyEquipment Printers Other,pleasespecify 6. Pleaseindicatetheimportanceofthefollowingreasonsforpurchasingbusiness continuitycontractsnow.Additionally,pleaseindicatehowimportantyoubelievethese reasonswillbein2years’time(l=verylowimportance,5=veryhighimportance).