Application Service Provider? But I thought you were a hotel operating company…… So why are we doing this?

Why It Makes Sense Ownership Mix and Property Profiles Asset Management Information Management & Security Competitive Advantage

Vendor Solutions Application Development Centric Customer Differences – Platforms Equipment Investment - Redundancy Application Availability (SLA)

ASP Solution Set Offered SDD JAZZ Call Accounting System Micros Fidelio Opera Property Management System Newmarket Delphi Multi-Property Edition Future Point of Sale PBX/VOIP Services

ASP Computing Environment Development, QA, and Production CISCO Enterprise Network Equipment Sprint Frame & ATM Networks Network Lasers IBM Midrange Servers & SAN Dell Enterprise Servers Oracle Databases Lots and Lots of Procedures!!!!

Wyndham Internal Network Franchisee Properties ASP Connectivity VPN Router Franchise X Router Franchise Y Router Service Network Wyndham Internal Network Email Opera DMPE JAZZ Private Network Frame and ATM Internet Wyndham Properties

Communications Failures The End of an ASP ? Redundancy – Last Mile How about an SLA ? How is it Measured ?

Network Performance Measurement Carrier Perspective Data Service Data Service Availability - All Tickets Less Disposition Customer for All Services

Network Performance Measurement End to End Perspective Network Availability: Measures WAN uptime 24 hours x 7 days over a 1 month period Managed Availability Guarantee: 99.5% - This guarantee is for domestic sites only with a NetSolve contract

Trouble Resolution Management MTTR = Mean Time To Resolve ticket Managed Components – include frame relay circuit problems, local loops, router, CSU/DSU Non-Managed Components - include power outages, performance issues, scheduled maintenance, customer equipment (server, controller), etc Formula: [Total Managed Downtime] ÷ [Total Managed Tickets] = Managed Components MTTR [Total Non-managed Downtime] ÷ [Total Non-managed Tickets] = Non-Managed Components MTTR

Trouble Resolution … 31% 20% 11% Largest Contributors of Tickets: Customer Equipment Power Outage 31% Customer Scheduled Maintenance 20% IXC/LEC Cleared Before Test 11%

What Has Worked Contracts with New Franchisees Partnerships with Suppliers Asset and Information Management Competitive Advantage

Improvement Possibilities Integration of Disaster Recovery into Application Code Vendor Technology Literacy - Mixed You Want to Take Your Toys and Go Home?