Partner Support Services Technical Support Initial Seed Recovery-as-a-Service

Transcription

1 Services Technical Support Initial Seed Recovery-as-a-Service 100 Apollo Drive Chelmsford MA March 19, 2015 version 1.1

2 Table of Contents 1. INTRODUCTION SUPPORT Introduction Contact Options Initial Response Time and Target Resolution Time Weekend / Holiday Support Best ways to get answers Pre-contact check list Service Uptime and Compliance INITIAL SEED Introduction Purpose Using the Initial Seed Services Turnaround Time for Initial Seed Fees Types of Backup Sets Enabling an Initial Seed Type of Initial Seed Drive Setup of Initial Seed Packaging and Shipping of Initial Seed RECOVERY-AS-A-SERVICE Introduction Purpose Using Recovery-as-a-Service Requesting Restore Drive Fees Service Objectives Performing Restore Returning the drive Page 2

3 1. Introduction Partner Support Partner Success has a very simple mission: To help you be successful selling backup and recovery services. In order to achieve our mission and to provide the very best partner services in the BCDR industry, we want to provide you documentation on the services that Partner Support provides. The services include: Technical Support Initial Seed of Backup Recovery-as-a-Service Additional service such as Data Protection as a Service will be available soon. Page 3

4 2. Support 2.1 Introduction The purpose of this document is to inform you of the best way to work with partner support, what information you should have prior to contacting us, and what you can expect for average response times. 2.2 Contact Options Phone Chat Weekday support hours Contact Average speed of response during business hours Non-bank holidays and weekends (only emergency restores) 8:00am 9:00pm EST (800) option 1 8:00am 6:00pm EST Click Here 8:00am 9:00pm EST 180 Seconds 60 Seconds <2 Hours Not available Not available support@intronis.com Every 3 hours from 9:00 am to 6:00 pm EST 2.3 Initial Response Time and Target Resolution Time Per our reseller agreement, Intronis provides Tier 2 and Tier 3 technical support services. Partners are responsible for Tier 1 support to their customers. Below is the response time and resolution time for Tier 2 and Tier 3 services depending on the priority, complexity and severity of the issues. Issues that required escalation to our development team would typically take longer than the target resolution time. Also, with escalated issues, resolution time is also dependent on the availability of the partner resources as we typically need to have access to the customer machines. Page 4

5 Tier 2 Initial Response Time Target Resolution Time Phone 180 seconds 1-2 business days Chat 60 seconds 1-2 business days < 2 hours 1-2 business days Tier 3 Initial Response Time Target Resolution Time Priority 1 critical restore 1 hour 1 business day Priority 2 non-critical restore 6 hours 1-2 business days Priority 3 backup failing 12 hours 2-3 business days Priority 4 others (typically feature request and enhancements) 24 hours 3-4 business days 2.4 Weekend / Holiday Support Weekend and holiday support is available for emergency restore issues. If you have an emergency restore on a weekend or holiday please send an to support@intronis.com with Emergency Restore in the subject line. If you call into support on a weekend or holiday you can leave a message and we will call you back on the next business day. Chat support is not available on weekends and holidays but chat will allow you to send an into support. The support queue for both s and voic s is monitored regularly during the hours from 9am EST to 6pm EST. The following are typical Intronis holidays that we observe and they could vary depending on the day of the holiday. New Year s Day President's Day Memorial Day 4th of July Labor Day Columbus Day Thanksgiving Day after Thanksgiving Christmas Day Page 5

6 2.5 Best Ways to Get Answers Partner Support For critical issues such as an emergency restore please call support at (800) press option 1 for better services. For non-urgent issues, please Search the knowledge base for answers partner support at support@intronis.com. Chat with partner support here. 2.6 Pre-contact Check List In order to serve you better, please have the following information ready prior to contacting Intronis Partner Support. To resolve technical issues related to a client account, have a valid Account username and Computer ID ready prior to contacting us. The Account username can be found in either the local software or the management portal. In the local software, to find the Account username and Computer ID in the local software, look on the left hand side of the main screen under account information for the Account username and Computer ID. In the management portal, please go to the Manage tab and double click the account you want to work on. In the top right screen, you will see the Account username and Computer ID. Page 6

7 In addition, if you are having technical difficulties with a client machine, you may need to have either direct or remote access to the machine. We have created an online Knowledgebase that you can access answers to many common questions any time of the day. This can be found at Service Uptime and Compliance The average annual uptime for both the Intronis portal and the Intronis data centers are 99.9% excluding scheduled maintenance. Intronis passed the SSAE 16 audit, which included an in-depth evaluation of the effectiveness of the organization s internal controls and its compliance to these controls as it relates to the handling of customer data. SSAE 16 is an acronym for Statement on Standards for Attestation Engagements (SSAE) No. 16, Reporting on Controls at a Service Organization. It is an accounting standard developed by the American Institute of Certified Public Accountants (AICPA) that audits the internal controls of service organizations. After rigorous evaluation and testing, an independent auditor issues a report, which includes the auditor s opinion as to whether the service organization has the proper internal controls and security safeguards in place when processing or hosting customer data. To access a copy of the Intronis SSAE 16 report, please click here. Intronis provides our partners Business Associate Agreement for HIPAA. Page 7

8 3. Initial Seed 3.1 Introduction An initial seed is the initial full backup of your data placed on a local hard drive and sent to our office for direct upload to our servers. After uploading this data to the servers your subsequent backups will be smaller (incremental) because they will only consist of the Intelliblox changes to the initial upload. 3.2 Purpose With a new client, it is likely that there will be a lot of data to be backed up. We recommend that you utilize our free Initial Seed service to ensure that the data gets backed up as quickly as possible. Instead of backing up the data over the network, the data is backed up to a USB hard drive and mailed to Intronis to be uploaded more expeditiously to our servers. This procedure works well for clients who have large amounts of data to back up, but have slow network connections. Once the initial seed is completed, you can continue to run the incremental backups while the drive is in transit and being processed. Once fully uploaded it will form a complete copy of the data backed up remotely. It is important to note that the initial seed differs from the local vault and the proper steps should be followed to make sure that it is performed correctly. 3.3 Using the Initial Seed Services Below are the guidelines on when you should make use of this service. It is dependent on the available bandwidth and the size of the backup. For example, if you have bandwidth of 5 Mbps, and your backup size is greater than 500 GB, we would recommend that you use the initial seed service, otherwise it might be faster to back up the data directly to the cloud. Bandwidth Size of Account 1 Mbps >100 GB 5 Mbps >500 GB 10 Mbps >1 TB 20 Mbps >2 TB To ensure data integrity, please ensure the all seed drives be shipped to Intronis as soon as possible after completion of the seed. Page 8

9 If you encounter any issues during the seed process, do not delete any data and contact Partner Support. 3.1 Turnaround Time for Initial Seed Depending on the number of incoming seed requests and the total size of your account being seeded, the turnaround could be between 1 to 2 weeks. During this time if you need to do a critical restore, the seed drive can be converted to a restore drive. This will allow you to restore your data. Please contact Partner Support for a restore drive if the initial seed is still in process. 3.2 Fees Currently, the initial seed service is a free service. You will be required to supply the USB drive and initial shipping to Intronis. Once the initial seed of the drive is completed, we will mail the drive via UPS ground shipping to you at no charge. 3.3 Types of Backup Sets Initial seed is designed for File and Folder backup sets. If you are sending us a drive with a files and folders backup on a computer that also includes SQL and Exchange backups, you may place those on the initial seed. However we do not suggest using the initial seed for computers that only contain SQL or Exchange. This is because once the database changes more than 50%, it will create a new full and there will re-upload of data over the Internet. For this reason it is useful to benchmark the total time it will take to upload the first full database. 3.4 Enabling an Initial Seed In order to enable initial seed, please submit your request to Partner Support either by or phone with the specific username and computer you would like to perform the initial seed. We will also you the Local Drive Seed Form which should be included in the package when sending us your drive. Page 9

10 3.5 Type of Initial Seed Drive Partner Support Initial seed drives must be formatted as NTFS prior to seeding data to the drive. This is required to ensure the integrity of the data being copied to the drive. File systems formatted as FAT32 have restrictions on the number of files in a folder. This can cause problems when performing a seed. Drives that are not formatted as NTFS or are flagged by our antivirus software will be returned to our partners for proper initial seed drive processing. Any initial seed drives that are not on a portable USB 3.x hard drive formatted as NTFS will be returned. We cannot run a seed from a NAS or network device for security reasons. 3.6 Setup of Initial Seed For instructions on setting up an initial seed as well as running it from the Backup Monitor or the Management Portal please see our How to Perform and Initial Seed Knowledge Base article. 3.7 Packaging and Shipping of Initial Seed After the seed has been completed, you may resume normal automatic backups the Intelliblox changes to your data will be pushed up to our server while the seed is en route to our servers. Complete the Local Drive Seed Form. the form to support@intronis.com. Support will respond with the Case Number. Add the Case Number to the Form, print and include in the shipping box with the drive. Ship drive together with the cable and form to For U.S Initial Seeds: For Canada Initial Seeds: Please send to the address: Please send to the address Intronis Technologies Intronis Technologies- C/o Bell NHS Partner Support [case number] Partner Support - [case number] 100 Apollo Drive 6205 Vanden-Abeele Street Door A Chelmsford, MA St. Laurent, QC H4S 1S1 Partner Support will notify you when the drive is received. Page 10

11 4. Recovery-as-a-Service 4.1 Introduction Recovery-as-a-Service is available to all Intronis Partners by providing backup data on a hard drive to expedite the restore of the client data. This drive will contain encrypted and compressed data to protect the client data. This drive will be delivered to the Partner who will provide the necessary services to restore the client data. 4.2 Purpose This document will outline the process of Recovery-as-a-Service, the charges and the required restore and delivery time. 4.3 Using Recovery-as-a-Service The Recovery-as-a-Service service provides you with a USB hard disk with all the data for a customer account or individual computers. The drive will contain encrypted and compressed data that can only be decrypted using the Intronis software. The drive will allow you to restore data locally in order to overcome bandwidth limitations. A partner may submit a restore drive request on behalf of the client for the purpose of meeting a compliance standard, archiving, or performing a critical restore as well as when doing a restore using a client's internet connection would cause too much downtime. Depending on the available bandwidth, below is the guideline on when you would make use of this service. For example, if you have bandwidth of less of 5 Mbps, and your restore size is greater than 125 GB, it is strongly recommended that you request for a restore drive. Bandwidth Size of Account 5 Mbps >125 GB 10 Mbps >250 GB 20 Mbps >500 GB 50 Mbps 1536 GB 100 Mbps 2816 GB Page 11

12 4.4 Requesting Restore Drive To request a restore drive please contact support via at support@intronis.com, for chat click here, or by calling 1(800) option #1. The following information will be required: Partner user name Account user name Computer ID s Amount of data on the account Amount of data needed to restore Indicate if critical restore Shipping Address Shipping Method Next day or Ground Any special instructions or information Page 12

13 4.5 Fees Partners are responsible for the following Recovery-as-a-Service fees: Fee Description Cost Recovery fee Refundable drive deposit Shipping Services provided to create the restore drive for local restore at client site. This fee will be charged to your credit card on file and will be refunded upon receipt of returned drive after restore. This shipping fee will be charged to the credit card on file. $ Up to 4 TB drive $200 per drive 6TB drive at $400 per drive 12TB drive at $700 per drive Costs of shipping will depend on the shipping method. Next day is typically between $40 - $ Service Objectives The turnaround time will depend on when we receive the request and the amount of data needed for the restore. For the quickest processing of a drive, please provide us the earliest notice possible. Requests received by noon Eastern Standard Time will have the best chance of being processed and shipped in the timeliest fashion. Processing of your drive request may take up to 24 hours or longer depending on the size of the account that needs to be restored. A transfer rate of 1TB in 24 hours can be expected 90% of the time. 4.7 Performing Restore In order to restore files from shipped restore drives the monitor software must be installed on the local machine using the same account and computer ID. Page 13

14 If you need help with installing the software, please check our Knowledge Base Article: How do I perform a restore from a restore drive? 4.8 Returning the drive If you decide to return the drive, please make sure that all cables and the box are returned with the drive in order to receive a full credit. Please ship the drive to: Intronis Technologies ATTN: Partner Support 100 Apollo Drive, Suite 205 Chelmsford MA Page 14