- Safeguards your data.
- Meets corporate compliance requirements, ensures that your data is compliant with Policy as it relates to data protection.
- Provides offsite retention for backed up data in case of Disaster Recovery (including a complete site failure or an individual server failure).
- Recovers individual files or data bases in the event that data becomes corrupted (see also Server Restore).
- Standardized infrastructure allows recovery of data at any Server Backup supported site.
SLA-Coverage
SLA Category
|
Daily Full Backups
|
| Successful Backup Target1 | 100% |
| Backup Schedule | Full backups2 done daily |
| Tape Offsite Frequency | Daily (next business day after backup completion) |
| Successful Restore Target1 | 100% |
| Backup Retained | 60 days after being created |
| Data Integrity Target1 – as related to tape media | 100% accuracy |
| Backup Server Availability Monitoring | Included |
| Routine Infrastructure Management | Included |
| Release Management | Included |
| Initial Client Server Set Up and Configuration | Included |
| Tape transportation fees for recoveries | Time & Materials |
| Data recoveries | Time & Materials |
| Audit IP Compliance Responsibility | Server Backup |
SLA Category
|
Monthly Full Backups
|
| Successful Backup Target1 | 100% |
| Backup Schedule | Full backups1 done once a month, differential backup1 done mid-month with daily incremental backups1 on the days when the full and differential backups do not run. |
| Tape Offsite Frequency | Monthly |
| Successful Restore Target1 | 100% |
| Backup Retained | 90 days after being created |
| Data Integrity Target1 - as related to tape media | 100% accuracy |
| Backup Server Availability Monitoring | Included |
| Routine Infrastructure Management | Included |
| Release Management | Included |
| Initial Client Server Set Up and Configuration | Included |
| Tape transportation fees for recoveries | Time & Materials |
| Data recoveries | Time & Materials |
| Audit IP Compliance Responsibility | Server Backup |
Terms and Conditions
Products Responsibilities
a. The backup server will reside in a physically secure data center.
b. Server Backup will ensure that the backup infrastructure complies with Information Protection Standards.
c. Server Backup will ensure that all backup servers comply with ITC infrastructure hardware and software standards.
d. Server Backup will perform due diligence to ensure that all Backup servers have adequate virus protection.
e. Server Backup will ensure the tape media is stored in a physically secure environment whether onsite or offsite, as well as during transportation. 1
f. Server Backup will maintain an inventory of backup media to allow timely backup/restoration of financial information and reviewed on a regular basis for accuracy. 1
g. Because many of the components of the computing infrastructure are not controlled by Server Backup, uptime of the backup infrastructure cannot be guaranteed. Server Backup therefore only guarantees the uptime for the backup servers (see item f above).
h. Server Backup will provide the Legato NetWorker Client server-related licenses. (Or any other tools)
i. Server Backup will ensure that new upgrades of backup software have been fully tested in the lab environment before being rolled out into the production environment.
j. Server Backup will test new releases and submit to Release Management for packaging of new Windows based Legato NetWorker software. It is Release Management’s responsibility to notify customers when the new versions are available. For new versions of UNIX based Legato NetWorker software, Server Backup will test and make it available in a shared folder. Server Backup will notify customers via email of the availability of the new software.
k. Server Backup will use its discretion in scheduling backups to normally occur between (6PM to 6AM)2 local time. Server Backup is not required to notify customers when their systems will be backed up outside of the normal backup window unless requested by the customer.
l. Server Backup may run make up backup jobs during business hours to attempt to meet the 100% backup target unless specifically requested by the customer not to do this.
m. Server Backup provides a basic set of backup completion and usage reports
n. Client servers using an inordinate amount of resources will be asked to pay extra for the resources or move to a dedicated/customized backup environment.
o. Server Backup does not guarantee that files which are open during the backup process will actually be backed up. The exception to this is the normally open Windows System Files.
p. Server Backup will work with the customer upon customer request to test the data restore process to validate that critical financial information can be timely restored when needed.
Customers Responsibilities
a. All client servers that request backups must comply with Server Backup conditions for using the backup service. (Refer to Criteria for Backup Service) Additionally, changes to the client servers which impact their compliance with the required criteria for backups could void the SLA. If the SLA is voided all effort necessary to complete backup and recovery services will be billed on a time and materials basis to the customer.
b. All customers are responsible for keeping the Legato NetWorker Client software current, including the OS versions (Refer to Criteria for Backup Service).
c. Customer is responsible for ensuring that the backup services are running on the machine.
d. All customers are responsible for coordinating testing backup & recovery services for their servers when major upgrades occur. Unless testing is done we cannot guarantee recoverability of the server or the success of backups.
e. Customer is responsible to ensure that there are adequate client server resources available when restores are requested. This means including adequate disk space as well as ensuring that the machine meets the criteria for backups. (Refer to Criteria for Backup Service)
f. Customers will provide a designated customer contact/support person. Customer contact information includes name, phone number and page (if available). Customer will also provide billing information for the service as specified in the SOW. Customer is required to maintain the accuracy of this information.
g. Customers will notify Server Backup of any proposed changes in workload or resource requirements that may affect the system’s resource capacity. For example, additional requirements for disk capacity.
h. Customers will request subscription, changes, adds and deletes through AppHost.
i. Customer is responsible for notifying Server Backup whenever their server will be unavailable for backups for an extended period of time (for more than 1 day). Customer is responsible for notifying the DIG team when the server is online and ready for backups to resume.
j. Customers will provide Server Backup with two weeks notice if system availability is impacted during the backup window. Server Backup will reschedule the backups, based on business/Server Backup requirements.
k. Customer is responsible for subscribing to change management process if they wish to be notified when the backup server is not available.
l. Customers will be aware that recoveries are charged on a time and materials basis.
m. Customers will participate in the recovery process by ensuring their application will run once the data has been recovered.
n. Customer is responsible to work with Server Backup to test backups when backup service is initiated. If possible, customer will work with Server Backup to test a restore when backup services are initiated.2
o. Customers will periodically review (at least annually) their backup subscription level to ensure that their changing business requirements are met.
Service Level Exceptions
a) In the event of a site disaster, Business Continuity Planning (BCP) processes takes precedence over normal backup services.
b) Additionally, backups may be rescheduled to free up backup infrastructure resources in order to perform required restores.
c) In the event of a major problem with a backup server, backup services cannot be provided while the backup server is being repaired. This means that missed backup jobs will not be rescheduled if the repair takes more than a day.
d) If critical data needs to be restored while a backup server is down because of unscheduled outage, it is possible to restore the data using a different backup server. However, the process for doing this takes longer for performing this restore and requires customer approval. Criteria for Backup Service
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