Backup Management
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Backup Check | Daily | Automatic system monitor of backup success |
| Test File Restore | Weekly | Automatic system test restore |
| Test Server Stand-up (If backup technology supports) | Bi-Weekly | Automatic system test restore |
| Remediate Failing Backups | As Needed | Review and failed backup jobs and remediate |
| Restore Files / Data | As Needed | Restore files as requested by client |
| Monitors & Service Monitoring | Frequency | Detailed Description |
| Job Running > 8 Hours | Continuous | The backups configuration may need adjusted |
| Backup Failed | Continuous | The backup failed and needs reviewed |
| Verify Backup Job Failed | Continuous | The backup couldn’t be verified as successful and needs tested |
| Backup Failed to Configure Job | Continuous | The backup process did not begin properly |
| Value Reporting | Frequency | Detailed Description |
| Health Report | Monthly | Provides a count of failed / successful backup jobs |
| Service Onboarding Activities | Frequency | Detailed Description |
| Evaluate current backup job(s) and requirements | Once per Client | Work with Client to assess current backups and current needs |
| Configure, Deploy, and Test Backup Technology | Technology Dependent | |
| Serviceable Conditions | ||
| Adequate, current, and actively licensed backup software | ||
| Storage space sufficient for the successful completion of backup jobs | ||
| Storage space sufficient for adequate retention period | ||
| Coverage Exclusions & Exceptions | ||
| Data and storage charges and fees | ||
| The cost of any necessary software licenses or hardware | ||
| The cost of temporary, permanent, and archival storage | ||
| Data is not and cannot be guaranteed (However, this service is a method to help protect data) | ||
| Service Levels & Performance Goals | ||
| Backup jobs successful 95% of the time | ||
| File Restore within general service levels listed in Coverage Summary (Technology and environment dependent) | ||
| Virtual Server Standups within X time* (Technology and environment dependent) | ||
| Service Level & Performance Exceptions | ||
| Challenges with the technology that require the involvement of the backup technologies’ vendor/manufacturer | ||
| Recovery of any/all files or data not included within original scoping requirements | ||