DATA BACKUP & RESTORE

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1 DATA BACKUP & RESTORE Verizon Terremark s Data Backup & Restore provides secure, streamlined online-offsite data storage and retrieval that is highly scalable and easily customizable. Offsite backup is secured with encryption to meet high security standards. Contents Overview... 1 Introduction... 1 Business Challenges... 1 Availability... 2 Detailed Description... 2 Service Offering Percent Disk-Based Solution... 2 Onsite Backup Appliance ( Gateway )... 2 Flexible Backup Policies... 2 One-Time Full Backup... 2 Secure and Bandwidth Efficient Daily Backup... 3 Restore Data at LAN-speeds... 3 Supported Platforms... 3 Operating Systems... 3 File Systems... 3 Mail Servers and Database... 3 Other... 4 Linux or Microsoft Windows Gateways... 4 Physical Gateway... 4 Virtual Gateway... 4 Installation, Configuration, and Support... 4 Default Settings... 4 Restrictions... 4 Pricing... 5 Service Level Agreements... 5 Service Matrix... 5 Support Services... 7

2 Overview Introduction Verizon Terremark Data Backup & Restore (DBR) provides an effortless, reliable online-offsite data backup and restore service that is highly secure, highly scalable, and easily customizable. Customer s valuable data assets (e.g. file data, mail server data, database data, etc.) are typically stored at servers in a customer location or in select Enterprise Cloud locations. Within the customer environment a backup appliance (referred to as the Gateway ) will reach out to the customer servers and back up all data without any backup agents or human intervention. The Gateway is either: A customer-provided Windows or Linux server that hosts the license-free backup software that is provided and supported by Verizon Terremark Or, a virtual server (limited to environments with up to 1TB of local data). The most recent data backups are stored locally at the Gateway (for fast local restores), as well as securely encrypted and deduplicated before being transmitted offsite to the Primary Storage Vault in the Verizon Terremark Data Center. All backup data on the Primary Storage Vault is replicated to a secondary Verizon Terremark Data Center for enhanced disaster tolerance. Business Challenges Customers are confronted with numerous challenges when it comes to data backup, including: Cost, capabilities, scalability and complexity of currently deployed in-house backup systems Backup the rapidly growing data volumes, number of mission-critical applications and files on physical and virtual machines within decreasing backup windows. Unreliable (tape) backup systems and a lack of monitoring skills Unreliable and time-intensive process for handling end-user restore requests Constantly changing technologies (resulting in multiple backup systems to support individual technologies/ applications) Disaster tolerance features to help address and maintain security compliance goals. 1

3 Availability DBR is delivered from the following Verizon Terremark Data Center locations: Primary Storage Vault Location NAP of the Americas - Miami, FL NAP of the Capital Region - Culpeper, VA NAP of Amsterdam, Netherlands NAP of Denver, CO Data Center - Dallas, T Data Center 1 - Hong Kong, China Secondary Storage Vault Location Data Center - Dallas, T NAP of the Americas Miami, FL or Dallas, T Data Center 2 - Amsterdam, Netherlands Data Center - Dallas, T NAP of the Americas Miami, FL Data Center 2 Hong Kong, China Detailed Description Service Offering 100 Percent Disk-Based Solution DBR is fully automated and 100 percent disk-based with a high backup success rate. The solution uses selfhealing storage functionality to help reduce the risk of data errors and bad clusters on the disks. In addition, sophisticated de-duplication, data compression and delta-blocking features are leveraged to significantly reduce the volume of data transferred across customer networks (internal/ external) and eventually written to disk, greatly improving efficiency and reliability over traditional tape-based solutions. Onsite Backup Appliance ( Gateway ) DBR requires a dedicated server inside customer s network. This server can be a virtual machine if the customer has virtualized their environment or uses a public cloud (e.g. Verizon Terremark Enterprise Cloud). This dedicated server (or Gateway ) performs the local backup which means that backup software is not generally deployed on customer target servers i - simplifying the installation and future upgrades/ expansion of customer backup solution but also increasing customer s backup window as production and backup are separated. Flexible Backup Policies The Gateway allows customers to manage their data backup sets, schedules and retention policies through an easy to use user interface. Depending on their goals, customers can define backup sets at a very granular or global level. A backup set can be for example: a single file, a folder, a drive, a server, a database etc. Customers can create backup schedules and assign them to each backup set, and because customers have granular control over the definition of backup sets and schedules, they can maintain different backup policies and Recovery Point Objectives for different data types. Different backup sets can have different retention policies how many versions of a customer s backup set does the customer need to maintain? For example, customers may want to have a more robust retention policy for financial data than for a file server. What customers need to understand is that DBR charges for the number of gigabytes stored. The more robust a retention policy, the more data will be stored. This allows customers to match the value of their historic versions to cost at a very granular level. One-Time Full Backup Initialization is the term used for customer activation and its first backup. It is during the Initialization that Verizon Terremark takes the only full data backup of the customers servers. The first backup could take many hours to complete, depending on how much data there is to back up and how much network bandwidth is available. We offer two options for Initialization, Over the Network or the USB option. In case of the USB 2

4 option, we send the customer an external USB drive. The customer connects the USB drive to the Gateway, copies the full backup data to it and then sends it back to Verizon Terremark. We transfer the backup data from the USB drive to the Primary Storage Vault. Once this successfully completes, customer can begin the regular backup schedules (Steady State Backup). Secure and Bandwidth Efficient Daily Backup DBR scans the target servers following the backup schedules defined by the customer - to determine what data sets have changed since the last backup. Only changed data sets are copied to the Gateway. The changed data sets are then broken into small 1-2 KB chunks of data. We call these small chunks Delta Blocks. Delta Blocks are encrypted at the Gateway using AES256 and FIPS140-2 certified encryption algorithms to maintain security of the data before it leaves the customer s environment. Delta Blocks are also compressed before the deltas are sent to the Primary Storage Vault. Note: for bandwidth efficiencies only Deltas are transmitted to the Primary Storage Vault. Once the Primary Storage Vault received all Deltas, it then replicates them to a Secondary Storage Vault in a different geography. This means that customer s backups reside in up to three locations for enhanced disaster tolerance. Restore Data at LAN-speeds The Gateway greatly simplifies recovery of data, as over 95 percent of restores are likely to be accessed directly from the local Gateway and restored at LAN speeds. All restores can be manually performed by the customer via an easy to use user interface. There is no additional charge for customer-initiated restores and the customer can initiate as many restores as are required. As most backup data is kept locally and online, there is no need for customers to contact the Verizon Terremark support team. However, if needed the Verizon Terremark support team is available to assist the customer with any activity, including initiating and restoring backups. Supported Platforms DBR supports a wide range of operating systems as well as leading file, mail and database server platforms. Microsoft Exchange Server is supported with full agentless information store backup and restore as well as Message Level Restore that allows self-service restoration of individual s, folders and contacts. Database servers including Microsoft SQL Server, Oracle and DB2 are backed up hot without affecting end users. Databases are backed up via native application programming interfaces (APIs) without accessing the underlying files directly, avoiding issues with open or locked files and removing the need to take the database offline. Operating Systems Microsoft Windows 2000/2003/2008, all editions (32- and 64-bit) Microsoft Windows P/7 and Windows Vista, all editions (32- and 64-bit) Mac OS Linux/Unix, all editions though SSH via Perl 5.6+ or Python 2.4+ File Systems Microsoft Windows (files and System State) Linux/Unix Novell iseries 5 (AS/400) Mail Servers and Database Microsoft Exchange IBM Domino (former Lotus Domino) 3

5 Groupwise Microsoft SQL Server Oracle MySQL PostgreSQL DB2 Other SAP Microsoft SharePoint Linux or Windows Gateways A Windows Gateway is required to backup Windows data. A Linux gateway is required to backup Linux, Unix or AS/400 data. Pure Linux environments do require a Microsoft Windows Server to be available to operate the user interface. Physical Gateway Physical Gateway servers are available in the following configurations: Configuration 1: supports up to 1500 GB of local data Configuration 2: supports up to 5000 GB of local data For backup environments above 5000 GB of local data, multiple Physical Gateways are required Virtual Gateway Virtual Gateway Servers can be created within the customer s virtualized environment or public cloud (e.g. Verizon Terremark Enterprise Cloud) taking in to consideration the following guidelines: All resources are shared within the customer s resource pool Additional hard disk space is typically required For backup environments above 1 TB of local data, multiple Virtual Gateways are required. However, Verizon Terremark recommends using a Physical Gateway for all backup environments with more than 1 TB of local data. Installation, Configuration, and Support All customers receive a 1-4 hour installation and hands-on training session that highlights the key features of the DBR service. We assist the customer with creation of production backup sets. Typically at least one of each type of backup set (e.g. 1 Microsoft Exchange, 1 Microsoft SQL and 1 file backup). As part of the training session, the customer can choose what data types to backup (backup set), when to back them up (backup schedules) and for how long the backed up data is retained (retention policy). Default Settings By default, the following settings are configured: Local restore where the latest version of all data is stored for faster restores. Replication target to which all Primary Storage Vault data is replicated. Restrictions There are several customer scenarios that should be submitted to Custom Engineering Review (CER). These are: 4

6 Customer configurations that require more than 40 TB of local data. Customer configurations with fast Recovery Time Objectives. Pricing All pricing is based on the amount of data stored within the Verizon Terremark data centers. This amount is dependent upon the native amount of data in the customer s environment and the customer s retention policies. Based upon these parameters Verizon Terremark will estimate the amount of stored data required this becomes the customer s commit level. Current Commit level storage increments are in 1GB increments after the first 500GB Customers can consume more storage than purchased, however usage in excess of purchased amount will be charged at the rate of 1.3 times the per GB Committed Rate per each additional 1GB of Primary Backup data stored and billed in arrears. Service Level Agreements Verizon Terremark provides an infrastructure availability SLA of 99.9% for Data Backup and Restore ii. Service Matrix This section represents the Service Matrix for the Data Backup & Restore Service. For items denoted as Additional Cost, Verizon Terremark can provide support services, billed at $225/hour in full hour increments iii. A discovery form should be completed and submitted to one business day prior to the commencement of any service support that incurs additional cost. Service Activities Deployment Management Included Customer Additional Cost Pre-installation call Data vault assignment and provisioning Registration information forwarding Registration information handling Generate and safeguard encryption key(s) Generate and safeguard service credentials Open outbound port 4401 Provide network connectivity for the gateway Join gateway to domain (if applicable) Set up Webinar session Use Webinar session to conduct installation and training Availability Management (Event, Incident and Problem Management) Included Customer Additional Cost Monitoring of individual backup set executions Address failed backup set execution Issues with the data vault(s) Issues with the BLM Archive (for legacy installations only) Issues with Data Center storage 5

7 Verizon Terremark logs into Gateway to investigate and/or implement fixes Monitoring of gross trends (i.e. non communications) Network issues within the customer s cloud environment Connectivity issues within the customer s cloud environment Target server issues within the customer s cloud environment Application issues within the customer s cloud environment Issues with Verizon Terremark-supplied physical Gateways Issues with customer-supplied Gateways Target servers unavailable for backup Virtual gateway unavailable for backup Physical gateway unavailable for backup due to hardware issues Physical gateway unavailable for backup due to non-hardware issues Capacity Management Included Customer Additional Cost Monitor overall storage utilization Maintain acceptable storage utilization level Monitor circuit utilization Maintain acceptable circuit utilization level Change Management Included Customer Additional Cost Target servers configuration change Virtual gateway configuration change Data vault configuration change (e.g. upgrade) Move customer between data vaults Security Management Included Customer Additional Cost Safeguard encryption key Safeguard service credentials Provide secure connectivity between customer s Enterprise Cloud environment and the physical gateway Restrict access to data vaults and BLM Archivers 6

8 Support Services Support Services for the Service Activities listed as Included are available from 9 am to 6 pm, Monday through Friday, exclusive of Verizon Terremark-observed holidays, with the following exceptions: Verizon Terremark monitoring is provided 24 x 7 x 365 Verizon Terremark telephone support is provided 24 x 7 x Verizon. All Rights Reserved. The Verizon names and logos and all other names, logos and slogans identifying Verizon's products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. Microsoft, Windows, SQL Server, SharePoint, Windows Vista and Windows Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. i Desktop/ Laptop backup, Microsoft Exchange Message-level backup and Microsoft SharePoint Object-level backup require installation of agent software on the target server. ii Terms and conditions apply. See your Verizon Terremark account manager for details. iii Pricing effective 7/13 and is subject to change without notice. Excludes taxes and surcharges. 7

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