1 ImproMed LLC How to Plan for Disaster Recovery Revised January 27, ImproMed, LLC. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language or computer language, in any form or by any means without the prior written permission of ImproMed, LLC.
2 Contents Chapter 1: Overview 3 Disaster Recovery Plan 4 Standard Data Protection Methods 5 EverSafe Backup Solution 5 ImproMed Data Security Solution 5 Practice Management Tools 5 Additional Data Protection Methods 6 Reports 6 Flash Drives and External Drives 7 Data Verification & Storage Services 7 Chapter 2: Verifying Backups 8 Verify Backups using EverSafe 9 Reviewing EverSafe Logs 9 EverSafe Backup Solution 9 Review EverSafe Backup Solution Log Files 9 Checking the USB Drives for the Backup File 11 Chapter 3: Frequently Asked Questions 12 Appendices 16 Appendix A: Glossary 17 Appendix B: How Your Data Can Be Protected 19 Appendix C: Disaster Recovery Plan Checklist 20 Appendix D: Steps to Verify Data 21 Verifying the Infinity/Triple Crown Backup 21
3 Chapter 1: Overview
4 Chapter 1: Overview - Disaster Recovery Plan Disaster Recovery Plan Hardware can be repaired. Software can be reloaded. But the most important part of a computer system is the data and without a backup available in an emergency situation, once data is gone, it is impossible to recover. A single backup solution may provide owners with a feeling of security, but no single backup type allows anyone to recover from all four of the following disaster types: 4 Failed Hard Drive Power Outage Fire Natural Disasters The intent of a Disaster Recovery Plan is to have a written and tested plan for data retrieval in the event of a disaster. The ImproMed, LLC Customer Support Team has already put in place several key items to ensure the data remains safe. However, the continued integrity and safety of your data is YOUR responsibility. Please use the material in this guide to assist you with the creation and implementation of a Disaster Recovery Plan. Place a copy of Appendix C: Disaster Recovery Plan Checklist - near the primary database server and use it as a reminder of these important tasks. Remember: Technology is in constant flux. If it has been more than two years since you last updated your backup system, contact your hardware provider to see if new, improved methods for backups are available. Performing these actions will help ensure data can be accessed and restored in the event of disaster: Note: These actions can vary depending on the backup software used. 1. DAILY - Infinity and Triple Crown a. Open and view the ilog. b. Verify Replication (if applicable). DAILY - All ImproMed Software c. Check the EverSafe log. d. Print and file the daily financial reports. 2. WEEKLY a. Check Scheduled Tasks. b. Open EverSafe and check the Full System (Weekly) Backup. c. Clean the keyboards and monitors. d. Upload backups to a remote location (if applicable). 3. MONTHLY a. Verify the SQL backup (ibu) with the practice management software tools. b. Copy your data to an external or large flash drive and take it off-site. c. Print and file the monthly financial reports. d. For INFINITY/TRIPLE CROWN - Attach and verify InstaSafe (if applicable). e. Upload backups to a remote location (if applicable). 4. QUARTERLY a. Clean the workstations and server both internally and externally with compressed air. b. Run an error check (CHKDSK) on every computer and server.
5 Chapter 1: Overview - Standard Data Protection Methods Standard Data Protection Methods This page provides a brief overview of ImproMed s data protection methods. Most of these items are discussed in greater detail in Chapter 2: Verifying Backups. The items explained in this section are usually configured by ImproMed, however, they can also be configured by a local IT professional. EverSafe Backup Solution The EverSafe Backup Solution was designed by ImproMed to provide veterinary businesses with specific tools to fulfill their data management needs. For many years it was customary for a business to pay an employee to sit and wait for a backup to complete. As a result of this restriction, many businesses would backup their data sporadically - or not at all. Although NOTHING can replace human attention to a critical task like backups, EverSafe Backup Solution provides useful tools to your veterinary business to help manage these backup needs. EverSafe Backup Solution provides the means to schedule unattended backups of your most critical data. EverSafe provides logs of all scheduled backup activity and can send electronic notifications of problems that may arise during the backup process to you. ImproMed Data Security Solution The ImproMed Data Security Solution (IDSS), is a completely customized data backup and storage system. Critical data can automatically be transferred from your business to a secure location at ImproMed. IDSS provides the best backup solution by being completely automated and includes notifications showing file transfer and database statistics. ImproMed is the only company in the veterinary industry that periodically verifies your backups actually contain data. Reduce your risk of data loss and enjoy peace of mind with IDSS! Practice Management Tools Support Tools The Infinity/Triple Crown software provides a Support Tools program which encompasses several tools needed to check the status of the database. If you wish to learn more about the following products, contact ImproMed and ask to speak with a member of the ImproMed Sales team. Replication The Infinity/Triple Crown Admin Tools provide you with an additional sense of security by ensuring your data is replicated to a backup server. During a complete server loss, this secondary server can be used by all of the remaining workstations. 5
6 Chapter 1: Overview - Additional Data Protection Methods Additional Data Protection Methods All of the items in this section are optional methods of data protection. Reports In the event of a data disaster, you may need to re-enter some information into the practice management software. To do this, ImproMed recommends using the following reports for each practice management software system. If you need any assistance printing or collecting the correct reports, please contact the Customer Support Team. Infinity/Triple Crown 1. Transaction Report - The daily transaction report lists all clients and payments. Also, if you go to invoice a client on the report and they are not in system you know you will have to enter them in database. 2. Products Invoiced by completion date - The products invoiced lists all products that were invoiced for the clients and patients on that day. 3. Inventory Adjustments Report This report shows all Inventory received, adjusted, or sold. 4. Summary Report - The daily summary displays totals that can be used to help verify everything was entered correctly. (Payments, taxes, etc.) 5. EasyTime Appointment Scheduler Reports - Any EasyTime report that works best for a practice can be used to schedule upcoming appointments. Advantage + 1. Daily Payments - The daily payments lists all clients and payments. Also, if you go to invoice a client on the report and they are not in system you know you will have to enter them in the database. 2. Daily Invoices - The daily invoices lists all products that were invoiced for the clients and patients on that day. 3. Inventory Log This report shows all Inventory received, adjusted, or sold. 4. Daily Summary - The daily summary displays totals that can be used to help verify everything was entered correctly. (Payments, taxes, etc.) 5. Appointment Reports - Any appointment report that works best for a practice can be used to schedule upcoming appointments. DVM Manager 1. Receipts and Adjustments - This report lists all payments and payment types made. If more detail is needed, the Search Transactions can be run on a per client basis. 2. Sales History / Doctor Invoice Summary - These reports list all products that were invoiced for the clients and patients on that day. 3. Inventory Adjustments This report shows all Inventory received, adjusted, or sold. 4. Daily Income Summary / Income Analysis - These reports display totals that can be used to help verify everything was entered correctly. (Payments, taxes, etc.) 5. Appointment List - Any appointment list that works best for a practice can be used to schedule upcoming appointments. 6
7 Chapter 1: Overview - Additional Data Protection Methods Flash Drives and External Drives ImproMed recommends you have at least one flash and/or external drive on hand (one large enough to hold your ImproMed data). Please contact ImproMed Support if you are not sure how large the drive should be. The extra drive(s) will allow you to save your data and easily ship it to ImproMed, store it in a fireproof safe, or take it off-site as a means to archive data. There are many different programs and drives that can accomplish this task, and it is recommended that you contact your local IT professional or an ImproMed Customer Support Representative for assistance with this process. Data Verification & Storage Services Most would agree that creating and maintaining valid data backups is a crucial element of a successful computerized practice. Still, it can be a hassle and sometimes just doesn t get done as it should. Even if backups are done, we ve seen it happen too many times - a practice diligently backs up their data every day, but then when the unthinkable happens requiring a restore from backup, there s no usable data on the backup media. Recommended media types include: USB drives, Flash Drives. Here are some available options for all clients using any of the following product lines: Infinity, Triple Crown, and Advantage + Data Verification and Storage Once the backup is received on one of the recommended media types, an ImproMed Sales Representative sends an estimate to you stating the cost of verifying your backup. If you agree, our Customer Support Team then verifies your entire backup. Original media is shipped back to you along with a Practice Information Report. Your data will be stored at a secure off-site facility and available to download to you at any time. DVM Manager Data Verification Service One time charge is applied with each backup sent in for verification. Send us your backup on one of the recommended media types and we will verify the integrity of your backup. Original media will be shipped back to you along with a copy of your data on a flash drive. Data Verification and Storage Monthly or yearly charge is applied. Send us monthly backups using one of the recommended media types and we will verify the integrity of your backup and create a copy on a flash drive. Original media is shipped back to you along with a Practice Information Report and the flash drive. Your data will be stored at a secure off-site facility. 7
8 Chapter 2: Verifying Backups
9 Chapter 2: Verifying Backups - Verify Backups using EverSafe Verify Backups using EverSafe EverSafe G2 uses the Microsoft Windows Task Scheduler in conjunction with EverSafe to perform different backup tasks. ImproMed recommends checking the backup tasks maintained by EverSafe and the Task Scheduler as often as possible. Reviewing EverSafe Logs 1. Click Start [All] Programs EverSafe G2 EverSafe G2. The Logs dialog box is displayed. The box contains the EverSafe Backup Utility logs. 2. Double-click on the most recent EverSafe log(s). Note: If the log indicates any kind of error, or if the log is blank, call ImproMed Customer Support at (800) Click to close the log. 4. Click to close EverSafe. EverSafe Backup Solution The EverSafe Backup Solution software will have backup log results for all scheduled backup types running. These log files will return results for Daily, Full System, ibu, and Upload tasks that are maintained properly. For the software to maintain the tasks successfully, ImproMed has added help files to the software to utilize for troubleshooting and how to create, edit, or delete specific tasks. If you would like to upgrade EverSafe Backup Solution from a previous version, please contact ImproMed Customer Support for assistance. If you are currently not using any previous version of EverSafe, please contact a member of the ImproMed Sales team at (800) EverSafe Backup Solution now includes a task scheduler within the software for easier maintenance. Review EverSafe Backup Solution Log Files 9 1. Double-click from the desktop of the primary database server. 2. Double-click the desired log file. The log file names are based on the backup task name. (The view will vary depending upon what version of EverSafe you are on).
10 Chapter 2: Verifying Backups - EverSafe Backup Solution 3. The task s result will be shown at the bottom of the file. If a backup log has any errors, please contact ImproMed Customer Support Click the to close the file. 5. Repeat steps 2-4 for all necessary tasks.
11 Chapter 2: Verifying Backups - Checking the USB Drives for the Backup File Checking the USB Drives for the Backup File Once you have verified that the backup file has been successfully created, you must make sure the backup file was successfully copied to the correct drive location. From the Desktop: 1. Click Start Computer. 2. Double-click the Daily W drive. This is an ImproMed standard naming convention, your drive may have a different name or have a different drive letter. 3. Click View Details Locate the most recent backup file by looking in the Date Modified column. The date and time should match the date and time shown in the EverSafe Backup Scheduling Software log for that backup. 5. Click the Back button. 6. Double-click the Full System Backup (X or Y) to verify the Full System backup. 7. View the folders and look at the dates listed. 8. Click to close the screen.
12 Chapter 3: Frequently Asked Questions
13 Chapter 3: Frequently Asked Questions - Checking the USB Drives for the Backup File Why should backups be set to run automatically? Depending upon the size of your database and the speed of your computer, the time to complete any daily backup may vary. By scheduling this task, you ensure no one will forget to run the backup, and you will not have to concern yourself with finding someone to stay after hours to run the backup. IMPORTANT! Even though your backups should run automatically, it is imperative that you or one of your staff verify they ran correctly every day. Why are three USB drives recommended by ImproMed? Having three USB drives allows you to store one of your Full System (Weekly) drives off-site. By taking the drive out of the building, you are protected from a variety of disasters - fire, flood, theft, etc. This allows for an emergency restore of your data to a point in time not greater than one week prior to losing your data in the event of one of these disasters. When storing the USB drive off-site, ImproMed highly recommends storing the drive in a secure and safe location - fire proof safe, owner s home, etc. What data does the Daily Backup capture? ImproMed configures the Daily Backup to capture the database and other important directories that can be modified often. If you have any other data or documents vital to your business, contact ImproMed Customer Support to discuss additional backup options. What does the Full System (Weekly) Backup capture? Once a week, the Full System (Weekly) Backup captures everything on the server, and the system state of the machine. The day after it runs, the off-site Full System USB drive should be brought into the clinic and swapped with the drive that is currently attached to the server. How are my QuickBooks, Peachtree, etc. databases backed up? Software, other than the database, has to be added to the Daily EverSafe tasks if you would like your data backed up every day. However, as long as the data is stored on the server, the Full System (Weekly) task will back up on a weekly basis. Files stored in a network directory from the server are also captured by the Full System (Weekly) backup. What is IDSS? IDSS is the ImproMed Data Security Solution. This addition to the EverSafe Backup Solution allows you to have your backups uploaded to ImproMed. If this is something you would like to learn more about, please contact a member of the ImproMed Sales team at (800)
14 Chapter 3: Frequently Asked Questions - Checking the USB Drives for the Backup File Does ImproMed test data recovery? As part of IDSS, an will be sent to you with the status of the file transfer and database statistics. It is the responsibility of the practice to verify those database statistics are accurate. ImproMed has supplied you with the means to protect your data, but the responsibility of your data preservation rests with you. EverSafe Backup Solution Contact ImproMed Customer Support for any additional assistance or inconsistencies with your backup files. Other items to verify Double-click [My] Computer or click Start Computer and verify that the USB drives - W: Daily, X: or Y: Full System - are listed. Verify there are no other files in the ibackup folder besides ibu files. Make sure the USB drives are plugged into the battery backup protected circuits. Often the USB drives are plugged into the surge portion of the battery backup. If your system loses power at night, the USB drives will no longer be recognized by your server. Subsequently, when the power comes back on, the USB drives have to be re-initialized, and/or the server will need to be restarted. Contact ImproMed Customer Support for any additional assistance or inconsistencies with your backup files. How do I swap out the USB drives? 1. Pick up the Full System (X or Y) USB drive that is currently plugged into the database server. 2. Unplug the round cable (power cable). 3. Unplug the square cable (USB cable). 4. Turn off the power (some newer USB drives do not have a power switch). 5. Pick up the Full System (X or Y) USB drive that was not plugged into the database server. 6. Turn on the power (some newer USB drives do not have a power switch). 7. Plug in the square cable (USB cable). 8. Plug in the round cable (power cable). 9. Repeat steps 1-8 once a week. 14
15 Chapter 3: Frequently Asked Questions - Checking the USB Drives for the Backup File How does ImproMed recommend handling power outages? Server(s) Power goes out: 1. Verify the battery backup has remained on. 2. Shut down and power off your Backup Server (BDC1) (If applicable). 3. Shut down and power off the Domain Controller (PDC1). 4. Turn off the battery backup and any surge protectors. Power comes back on: 1. Turn on the battery backups and any surge protectors. 2. Turn on the Domain controller (PDC1). 3. Log in to the domain. 4. Turn on your backup server (BDC1) and terminal servers (if you have any additional domain controllers). 5. Log in to the domain. 6. Check the event logs for errors. 7. If you have replication, verify that your replication manager is functioning. Workstations Power goes out: (and if possible before the power comes back on) 1. Turn off all the power strips on every workstation. Power comes back on: 1. Make sure servers are on. 2. Turn on surge protectors and check for the status of protection. 3. Turn on the workstations. Note: A workstation that was not powered down correctly may do a check disk after power is restored. Let this operation complete. Other Devices Power goes out: 1. Power off all printers and Jet Directs (print servers), and verify surge protectors are off. 2. Turn off the hubs/switches. 3. Turn off any routers. Power comes back on: 1. Turn on the Jet Directs (print servers) and printers. 2. Turn on the hubs/switches. 3. Turn on any routers. Important! Lightning strikes damage hardware in ways that may not be visible or affect your network or hardware immediately. If your veterinary practice experiences a lightning strike, contact us immediately so that we can assist you in documenting any possible problems for your insurance company. 15
17 Appendices - Appendix A: Glossary Database File Appendix A: Glossary 17 A full backup of the database. This is the prime component of the ibu. Differential File Includes any changes made since a full backup was completed on a database. This is created from the iappend. If this is chosen to be verified, it will verify changes that have occurred since the full backup. If this is chosen as a restore point, the full backup will be restored before the differential. Disable VSS Attempts to circumvent the Volume Shadow Service (VSS) system entirely when running Windows XP, Server 2003, Windows Vista, Windows Server 2008, Windows 7, Windows Server 2008 R2, Windows 8, and Windows Server Disable Snap Allows backward compatibility for servers running Windows External Drive An external hard drive is a portable storage device that can be attached to a computer through a USB or FireWire connection. External hard drives typically have high storage capacities and are often used to back up computers. EverSafe Backup Solution A front-end for Microsoft NT Backup, designed by ImproMed. This program simplifies the configuration of ibu, iappend, isave, Daily, and Weekly (Full System) backups. Flash Drive (aka thumb drive) A small portable hard drive that plugs into a USB port. They are smaller and hold less data than an external drive; however, flash drives tend to be more reliable because of no moving parts. (Note: Many flash drives currently use the FAT32 file type which means a file can be no bigger than 4 gb, no matter how much space is available on the drive.) iappend A scheduled task that backs up the most recent activity in your database, generally used on an hourly basis in order to keep your ibu current during your office hours. ibackup ibu 1) Folder containing dbbak.ibu (ibu) backup file. 2) See ibu. 1) A scheduled task used to perform a full backup of your database once every 24 hours. 2) The resulting backup file (generally dbbak.ibu) IDSS ImproMed Data Security Solution is an additional service that ImproMed provides for off-site storage of backup files. ilog Files generated by Maintenance Plans that present information about the state of your database.
18 Appendices - Appendix A: Glossary Maintenance Plans An application that is scheduled to optimize the performance of your database and check the integrity of the database. Replication A process used to make an exact duplicate of your database to a second server. During a complete server loss, this secondary server can be used by all remaining workstations. Scheduled Tasks A portion of Microsoft Windows that ImproMed used to automate maintenance and backups of your system. (i.e. ibu, iappend, EverSafe, Maintenance Plans, isave). USB Drive An external hard drive. 18
19 Appendices - Appendix B: How Your Data Can Be Protected Appendix B: How Your Data Can Be Protected 1. ibu (SQL) runs daily to create a restorable backup file. 2. iappend backs up the most recent activity in your database, generally on an hourly basis, in order to keep your ibu current during your office hours. 3. EverSafe stores the ibu file (dbbak.ibu) on an external USB drive for the Daily backup. 4. Once a week, EverSafe creates a full system backup - all data on the server is backed up to a USB drive. This captures the SQL log and database files. 5. Off-site storage of the data protects against fire and theft. 6. Make two copies of the ibu file to flash drives take one home and send one copy of your data to ImproMed for storage and data integrity verification. 7. INFINITY/TRIPLE CROWN - The Admin Tools provide you with additional security by ensuring your data is replicated to a backup server. 19
20 Appendices - Appendix C: Disaster Recovery Plan Checklist Appendix C: Disaster Recovery Plan Checklist When Who Where What How Daily Weekly / Full System ilog EverSafe Admin Tools EverSafe IDSS System and Application Event Logs Ensure the ilog does not show any errors in the Infinity/Triple Crown database. Verify the daily backup Replication Verify the weekly backup Upload tasks Make sure the events do not have trends or patterns. Write down the event number. Check the ilog folder on the server. View the log and verify the file on the W drive. Verify the subscription is running. 20 View the log and verify the files on the Full System drives. Ensure that one of the drives is off-site. Verify the upload of data completed successfully. Careful monitoring of event logs can help you predict and identify the sources of system or application problems. Monthly USB drive or Flash drive IDSS Create a monthly copy of the data and store off-site. Monthly Upload task Create a copy of the ibu file. Verify the upload of the data completed successfully. Test restore of data from backup source Complete the final task of restoring the database and any other data that should be in the backup. Run NT Backup Restore, and restore the data to an alternate location. Sending the data to ImproMed is the best method of testing your backups. We will test restore, then keep a copy of your data at ImproMed, thus providing you with an additional backup. Quarterly All computers and servers Monitors, computers, printers Use compressed air to remove dust from inside the computers, CD drives, and external vents (may choose to perform this weekly). Error checking & defragment volumes (disk drives) Analyze local volumes, and locate and consolidate fragmented files and folders. Fill in the WHO portion of this chart and HANG IT BY THE PRIMARY DATABASE SERVER. Open system tools and run Disk Defragmenter and schedule the error checking on all computers.
21 Appendices - Appendix D: Steps to Verify Data Appendix D: Steps to Verify Data The protection of your data is very important. The backup process happens in several phases, all of which should be checked on a daily basis. Along with verifying backups, ImproMed recommends reviewing the Maintenance Plan logs for data integrity. We have attempted to simplify this process as much as possible. The following steps must be completed to insure that you have successfully protected your data: 1. Verify the ibu using the Infinity/Triple Crown Support tools. 2. Check the EverSafe Logs. 3. Check the EverSafe Daily and Weekly (Full System) drives for the Backup File. Verifying the Infinity/Triple Crown Backup There can be multiple Backup files. For most businesses, one of the backup files is stored on the primary hard drive of the server or primary workstation and another backup file is stored on the external hard drives. After the existence of the backup file has been verified and successfully copied to the correct drives, you will need to verify the ibu file. From the Desktop: 1. Click Start All Programs Infinity or Triple Crown Utilities Support Tools. 2. Under Databases, listed on the left-hand side, select the database you wish to verify. Usually, the name of the database is Infinity or Triple Crown. Note: If you have multiple databases, you will need to verify each one of them individually, using the same steps Click the Verify a Backup button. The Verify BU File dialog box opens.
22 Appendices - Appendix D: Steps to Verify Data Click the button. The Browse dialog box opens. 5. Expand (click the + sign) the C drive. The folders under the C drive are displayed. Important! The drive letter being used on your system may be different than C. 6. Expand (click the + sign) the ibackup folder. 7. Click the dbbak.ibu file to highlight it. 8. Click OK. The Verify BU dialog box opens. 9. Click the Contents button. 10. Select the most recent file. Remember: Review Appendix A: Glossary to gain knowledge between the difference of the Differential and Database file types. 11. Click the Verify Item X button. 12. Click OK when Done! appears. 13. A successful result will give you the message The backup set is valid. Important! If you receive any error messages, call the ImproMed Customer Support Team. 14. Click to close everything.
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