Server Backup SLA example

What this will do for your business, Server Backup:

• 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.

      The Server Backup Product offers different levels of backup and offsite storage to meet the customer’s business data requirements. Server Backup offers different levels of service.  In order to achieve the service expected by the clients, and their users, Server Backup will enter in to a Service Level Agreement (SLA) for each service.

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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Backup and Recovery Guidelines

      Following is a summary of the guidance which can be distributed to a larger IT community. Server backups are performed for business continuity and system/disaster recovery purposes.  

       Specific file recoveries from server backups are possible when adhering to the following criteria:  The server backups must be overwritten every 30 days or less for email servers and 90 days or less for all other servers. Note: For most enterprise Hub, the personal drive and share all drive tape backups are only retained for 60 days or less. (If your site uses Networker, VERITAS or other backup tools to perform backups, this means the savesets must be marked as expired every 30 days or less for email servers and 90 days or less for all other servers.)

Guidance on Specific File Recovery Request
Each request for specific file/folder recovery should be evaluated using the following guidance:  

1. If the request is associated with a system outage, then recovery would likely be necessary. Business continuity and system/disaster recovery procedures should be followed. 
2. Any file recovery request for information past the retention timeframes, requires the approval of the IT Manager.
3. Before restoring from server backup, verify that the information cannot be located online:
     a. Support personnel should check the requestor’s recycle bin and temp folders.
     b. Support personnel should check that the information has not been moved elsewhere on the server by searching several folder levels above the requested recovery location on the server. This will prevent the recovery of duplicate information. 
4. Verify ownership of recovery information:
     a. If the person is requesting personal file recovery, validate that the requestor’s ID matches the ownership of the personal file being recovered.  If the requestor is not the owner of the data, approval from IT Manager is required.
     b. If the requested information comes from a shared area (e.g. share all), the support person should secure approval from the requestor’s supervisor by email to ensure the request is valid.

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Benefits of VMware

Introduction 
     Virtual servers provide benefits in several fields: higher availability, faster deployment, lower cost, lower energy use, and simpler upgrades. 

High availability
     VMware's VMotion technology enables the live migration of running virtual machines. Virtual machines do not need to be shut down for the vast majority of physical server maintenance events or virtual-environment patching. The VMware infrastructure will detect physical server failures and automatically restart VMs on another host.

Dynamic load balancing
     The VMware infrastructure automatically distributes the load across a cluster of physical servers to ensure the maximum performance of all running virtual machines.

Hardware flexibility
     Changing the resources available to a virtual machine is possible through a simple configuration change. Storage, processor, and memory resources can be matched to actual resource usage throughout the lifetime of the hosted application.

Reduced power consumption - 95% savings 
     With virtualization, a single physical server can host tens of virtual machines; this reduces the power consumed per system. 

     Each typical physical server consumes 200-300 Watts each. In contrast, the VM machines host 30 virtual servers for a total of 400 Watts, meaning each virtual server instance uses about 14 watts apiece. That's approximately a 95% reduction in energy use per server. 

Fast provisioning
     Procuring a physical machine can take days or weeks. In contrast, a virtual machine can be provisioned in one business day. 

Lower overall cost - 75% savings 
Server consolidation reduces the cost of servers, makes more efficient use of data center space, and reduces energy consumption; all of these factors reduce the total cost of ownership. Over a three-year lifecycle, a virtual machine costs approximately 75% less to operate than a physical server.

Typical workloads cost less than $500/year to host on the VMware infrastructure.

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HP Power Calculator Program

      For anyone who are using or planning to use HP server, this help for calculate PDU before connect to the UPS. HP ProLiant Servers - Online HP Power Calculators The HP Online Power Calculator has been replaced by the HP Power Advisor for HP ProLiant G6 servers and beyond. Use the HP Power Calculator for HP ProLiant G5 and earlier server models. 

       The HP Power Advisor is a tool provided by Hewlett-Packard to assist in the estimation of power consumption and proper selection of components including power supplies at a system, rack, and multi-rack level. A variety of additional features are also provided including a condensed bill of materials, a cost of owner ship calculator, and a power report. 

Details
       The HP Power Calculator utility reduces the research and guess-work for determining power requirements of systems based on ProLiant servers. Each calculator provides precise data that planners can use to accurately predict power and cooling requirements for single systems and, consequently, for racks of systems

       HP develops a unique Power Calculator for a specific ProLiant server using data collected from server tests. Each test starts with a system fully-configured with the maximum number of processors, memory, hard drives, expansion cards, and power supplies. Proprietary software is used to exercise the processors and all peripherals while voltage and current measurements are taken. Tests are repeated for all levels of processor support at all speeds, with different memory amounts and hard drive sizes. Revised or updated servers are retested during development cycles to ensure calculator integrity.
 NOTE:  HP Power Calculator is intended to be a conservative estimator of power. No two software programs will consume exactly the same amount of power. Even programs that report the same CPU utilization will have different power consumption characteristics, based on the exact mix and sequence of instructions being executed. The programs used as the measurement reference for the HP Power Calculator were intended to consume as much or more power than actual user applications. 

Downloads

Please download and read the "HHP Power Advisor utility: a tool for estimating power requirements for HP ProLiant server systems".

   Click here to download the HP Power Advisor utility White Paper .

HP ProLiant G6 Servers 

With the release of the new ProLiant G6 Server family, HP has also launched the new HP Power Advisor. This tool will replace the Power Calculators for G6 servers and beyond. You can find the tool along with more information at the following URL.

   Click here to access the "HP ProLiant Energy Efficient Solutions" web page .

Reference: HP Power Calculator Program | powercalcs | DL385G5

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Data Center Rack Install

       I worte this to provides guidelines for the process of data center rack installations at your company(s). Server installation is addressed specifically in the Server Installation standard. This will be achieved by a workforce including, but not limited to, contractors, vendor partners and employees who consistently apply safe work practices. Safe work practices, including emergency procedures in the event of disasters. A safe and secure environment helps ensure the health and well being of all individuals (including workforce and visitors) as well as minimizes the impact of incidents that could affect business operations.

       To mitigate potential and preventable impacts to facilities IT equipment caused by the incorrect installation of equipment racks and through the application of industry standards, governmental regulations and current best practices with the goal of ensuring 100% operability and reliability when called upon for service.

Workforce members should assist each other in following the guidelines.

       Rack standards are necessary to ensure the maximum levels of safety, reliability and compliance in the data center. Racks form an important part of the IT and telecom infrastructure as they house valuable equipment. Nineteen-inch NEMA rack cabinets are used for a myriad of applications, including mounting IT (servers and data storage products) and telecommunications products (switches and networking equipment).  Rack cabinets are available for variable height and depth requirements, but the standard height is 42 Units (1 U = 1.75 inches).

Data Center Rack Install Procedure
       The data center manager is responsible for ensuring that all racks meet the standards and are installed properly.

Rack General Requirements

• Place the leveling feet down on each rack so that it does not sit on the casters and is secure and level.
• Do not mix power and data cables in the same cable tray.
• Do not install cable management arms on the servers as they block air flow.
• Insure that both signal and power cables are segregated in the rear of the racks, appropriately tie wrapped with service loops in the cabling so that the servers can be extended and maintained without having to disconnect the cabling.
• Fill the open space in the racks with both horizontal and vertical blanking plates. This reduces the amount of bypass air in the data center. Bypass air is the unintended movement of hot or cold air into areas where the two mix and reduce overall cooling efficiency.
• Ground every rack in the data center per the Grounding SOP and Chevron Data Center Design Standards. 
• Use plastic covers over the front cable trays.
• Install all racks with the front of the rack on the seam between floor tiles when installed on raised floor.
• All racks are to be installed with side panels and fully perforated front and rear doors. 
• Leave two full floor tiles or approximately 4 feet in all cold rows.
• All equipment in the rack should be installed so that the cold air intake is from the cold row and discharges hot air into the hot row (front to rear airflow).
• Ensure that all cable hole openings in the racks are protected with a grommet.
• Installing a folding monitor and KVM as the server density requires is a good practice.
• Seismic bracing of racks is required for equipment in active earthquake zones.
• Ensure that racks are labeled per the DCOE Labeling.
• Ensure that racks are installed in a manner to comply with the DCOE Raised Floor.
• Ensure that racks are installed in a manner to comply with the DCOE Airflow.
• Internal cage of the rack is a standard 19 inches.
• External rack is 30 inches wide instead of the standard 24 inches (800MM instead of traditional 600MM). (HP rack is for server and storage use).
• (4) 4 inch by 4 inch cable trays installed in the corners of the rack to house the cables.
• 40 amp Hewlett Packard Power Distribution Unit (PDU)or similar power strip installed in the back of the rack. This PDU provides power from two different sources.

Installation of a Vendor Rack (rack which server equipment was loaded by a vendor) 
Example – HDS storage rack, ETC PC cluster rack loaded offsite

1. _ Verify power configuration in rack matches power installed at rack location exactly            a._ if not, recycle to data center power installation procedures
2. _ Verify power inside the rack is actually dual power corded or attached via a static switch
3. _ Label the power cords with UPS information and rack location which plug into the DC Branch circuits 
4. _ Grommet installed under the rack for cable pass thru – where required
5. _ Install rack with the front of the rack on the seam between the floor tiles – leaving the required 2 solid floor tiles in the cold row in front of the rack.
6. _ Ground the rack to under floor ground cable or bolt to the row of racks
7. _ Seismic brace the rack / bolt to the floor where required (active earthquake zones)  
8. _ Label the rack with the grid location
9. _ Add the rack to inventory and turn on data center billing

Installation of a New Empty Rack 

1. _ Verify power configuration in rack matches power installed at rack location exactly     a._if not, recycle to data center power installation procedures
2. _ Label the power cords with UPS information and rack location which plug into the DC Branch circuits 
3. _ Grommet installed under the rack for cable pass thru – where required
4. _ Install rack with the front of the rack on the seam between the floor tiles – leaving the required 2 solid floor tiles in the cold row in front of the rack.
5. _ Ground the rack to under floor ground cable or bolt to the row of racks
6. _ Seismic brace the rack / bolt to the floor where required (active earthquake zones) 
7. _ Label the rack with the grid location

Instructions
When to use it:
During the development of site-specific standard operating procedures (SOPs)

Why is it important? 
This template helps standardize procedure writing. This template complies with the requirements of the OEMS.

Sample Visio Diagram: Typical Telecommunications Room Design.vsd

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