1. #PACnet15 “A Really, Really Bad Day”

2. #PACnet15 Presenters  Steve Geib » Paciolan  Jacquelyn Holowaty » Global Spectrum

3. #PACnet15 » Steve Geib V.P. Professional Services, Paciolan

4. #PACnet15  Disaster Recovery » Software outage » Power outage » Act of God  Business Continuity » Long Term » Chemical Spill » Police Emergency » Large Scale Accident What Are We Preparing For?

5. #PACnet15  Learn The Hard Way » Lose Electricity » Hard Drive or Computer Crash » Flat Tire » Flooded Basement or House » Chemical Spill Near Home Office  Uncertainty In our Environment » Unrest in Ferguson, MO » Terrorism 5 Why Do We Need To Discuss This Now?

6. #PACnet15  Everything Backed up » Hosted Facility » Backup Services » Always something off site  Laptops for Critical Employees » Require that employees take laptops home with them » Work from home on occasion ▫Regular day at the office ▫Review the experience regularly 6 Best Practices for Business Continuation

7. #PACnet15  Emergency Testing » Unannounced test for entire staff » Involve IT from the beginning » Shut down ALL office access » Evaluate the experience the following day ▫Who had problems? ▫Where the problems consistent? ▫What was not available? ▫What can we live without? » Fix the Issues and then repeat the process! » Get it right! 7 Best Practices for Business Continuation

8. #PACnet15  Contact Center Services » Recovery Locations ▫Multiple Locations ▫Temporary Offices or Services on Retainer » Weather and Planned Emergencies ▫Laptops and Netbooks ▫Soft Phones ▫Hotels in the near vicinity » Start Contact Center meetings with Ideas ▫How can we prepare for outages ▫Keep it in the forefront 8 Best Practices for Business Continuation Test, Test and Test Some More!!

9. #PACnet15 » Jacque Holowaty V.P. Ticketing, Global Spectrum

10. #PACnet15  What can happen » Lose connectivity » Database problems » Lose electricity » Many things that we can’t even think of  Prepared For » Onsales » Day-to-day operations » Show time Houston We Have A Problem!!! 10 Prepared in The Ticket Office

11. #PACnet15  Equipment » Laptop » Wireless Stick » Credit Card Swipes  Other » Ticketstock of venue » Order Forms » Reports – automatically scheduled » Folder with maps, inventory logs, etc. What do you need? 11 Prepared in The Ticket Office

12. #PACnet15  Preparation » Have laptop ready » Prepare Ticketing controls properly » Order Forms » Box Office Holds  When the Problem Hits » Remain Calm! » Sell Tickets Onsales/Day-to-Day Operations 12 Prepared in The Ticket Office

13. #PACnet15  When the Problem Hits » Remain Calm! » Get Emergency Ticketstock » Get supplies (folders, inventory logs, etc…) » Get Reports ▫Full Accounts Report – List of all purchasers, seat location and disposition code ▫Seats Remaining Report – Seats that are currently open or in a hold status ▫Will Call Report – Unprinted seats with customer information » Divide and conquer Event Day 13 Prepared in The Ticket Office

14. #PACnet15 Please complete either the session evaluation form on your chair or online at http://pacnet.paciolan.com/schedule. Questions