BACKUP POLICY AND PROCEDURES

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1 DOC NO. EXT-ICB-MIS-038 BACKUP POLICY AND PROCEDURES Version 1.0

2 Document Control Date Version Prepared By Approved By 1/3/ Inno Quantum Sdn Bhd Records of Changes Version Changes Policy and Procedures Ver 1.0 2

3 Table of Contents 1. Introduction Definition Requirement Items to Human Resources General Policy Critical Level (CL) Defined CL Frequency/Types by CL Tape Usage and Pool Tape Rotation and Retention Labelling Tape Off-site Location Periodic Testing Retirement of Tapes Accessibility of -Item Procedure Information on Hardware & Software Tapes Labelling Data Daily Monitoring & Maintaining Troubleshooting Data Restoration Dispatching Tapes Request Tapes Forms and Log Book Policy and Procedures Ver 1.0 3

4 1. Introduction This document intends to provide policy and guideline for backup operation of ICB. The policy is to be strictly followed by HQ and branches in order to: Achieve the optimum data protection. Execute the predefined policy & procedure. Maintain standardization of backup related activities and practises throughout ICB. Policy and Procedures Ver 1.0 4

5 2. Definition The following table defines terminology which will be used throughout this document. Terminology Critical Level (CL) Full Differential Incremental -item Maximum Permissible Downtime (MPD) Definition A predefined criticality by application/system/database. A backup that copies all the files on the system inclusive of system files, software files and data files. A backup that copies all new or modified files since last full backup. A backup that copies all new or modified files since last full or partial backup. System or application/software or data that need to be backed up. Tolerable downtime for systems or applications. Policy and Procedures Ver 1.0 5

6 3. Requirement 3.1. Items to This section defines in general the backup items that need to be backup. It includes the following: 1. Software: All software (e.g. CDs of Microsoft Windows Server, Brightstor, SAP, etc), whether purchased or created personally, is to be protected once by means of a full backup. CD is used as backup media to make a full backup or a copy of the original CD Software. 2. System data: System data are to be backup by means of a full backup at least once a month. Tape is used as backup media. 3. Application data: All application data are to be protected by means of a full backup at least once a month. Tape is used as backup media. 4. Protocol data: All protocol data are to be protected by means of a full backup at least once a month. Tape is used as the media. Policy and Procedures Ver 1.0 6

7 3.2. Human Resources Operation Organization Chart Head of Operation PN FARAH Manager EN YAZID Coordinator EN NOR AZMAN Administrator / Tape Keeper Documentation EN NOR AZMAN Dispatcher Roles and Responsibility The human resources required for data backup are as follows: Task/Branch Name Contact Job Description Head of Farah Datuk - Responsible for all branches. Operation Rameli.com.my - To provide direction on the overall backup operation of ICB and branches. - To verify and approve changes on backup policy and procedure as requested by Manager. Yazid Abu - Responsible for all branches. Manager Hanifah.com.my - To plan for the overall backup (Reporting to operation of ICB and branches. Policy and Procedures Ver 1.0 7

8 Head of - To initiate and issue change Operation) request on backup policy and procedure. - To manage the entire enterprise backup operation; human resources, hardware and software. - To monitor the overall enterprise backup operation. - To review and manage changes on backup policy and procedure. - To verify and approve request for backup tapes. Nor Azman - Will look at the overall backup Coordinator Mohammad corp.com.my operation. (Reporting to Will work closely with backup administrator. Manager) Ampang Branch Primary 1 - Responsible for backup operation Khairul p.com.my for their respective Branch. Administrator Nizam - To execute daily backup tasks as (Reporting to Jaafar scheduled. - To rotate tapes as per scheduled Manager) Primary 2 and manage on-site and off-site Md Razali orp.com.my tapes. Lamun To monitor daily backup Secondary operation. Shahrir Razli p.com.my - To troubleshoot and solve daily Shaari backup issue/problems. - To attend to request for data Bangi Branch MPSSB backup and data restoration. Primary orp.com.my - To escalate issue pertaining to Administrator Suhairina backup to Manager. Policy and Procedures Ver 1.0 8

9 (Reporting to ITC Primary p.com.my - To act as guardian for the backup tapes that is under his custody Manager) Ezwan (tape keeper). Nilai Branch Zamzuari Primary - To attend to request for backup tapes. Administrator Nadzry p.com.my To record all in and out of backup tapes. (Reporting to Manager) Secondary Mohd Yazid Abu Hanifah Bukit Beruntung Branch Administrator (Reporting to Manager) Primary Shahrir Razli Shaari Secondary 1 Mohd Yazid Abu Hanifah p.com.my Secondary 2 Mat Luwi Damansara Branch Administrator (Reporting to Manager) IASB Primary Bianamin Brahawi auto.com.my Documentation (Reporting to Nor Azman Mohammad corp.com.my - To document backup policy and procedure. Manager) To make changes on backup policy and procedure as approved by Manager. - To control versioning of backup policy/procedure document. Dispatcher Yazid Abu - To attend request from Policy and Procedures Ver 1.0 9

10 (Reporting to Hanifah.com.my Manager for dispatching tapes To dispatch backup tapes to the Manager) storage site. Skills of Human Resources for Operation All the designated personnel with their respective roles must be capable to undertake backup tasks as described above. Thus, they must posses the required skill before hand. The Manager must make sure the designated personnel able to carry out the tasks as expected. Training and up-to-date information on backup must be made available and accessible to them. Training must be provided if there are any changes on the policy, procedure or configuration. Notice or memo must be issued to ensure immediate update to the backup operation team members. Updating Policy/Procedure policy and procedure must be documented and maintained according to changes employed on the backup process and operation. Any changes on backup policy and procedure must be approved by the Manager prior implementation. Tasks for documenting the changes are to be done by the documenter. Approval from Manager and Head of Operation must be obtained before the newly updated document can be released. Policy and Procedures Ver

11 4. General Policy The general backup policy outlines the high level policy of backup that need to be employed by Ingress Corporation Berhad and its branches Critical Level (CL) Levels of criticality segregate applications and systems into four levels of criticality namely CL1, CL2, CL3 and CL4. Below is the definition and description of the CLs: Criticality Description MPD Critical Level 1 (CL1) Highest critical level of backup-item 3 Hours Critical Level 2 (CL2) Medium critical level of backup-item 5 Hours Critical Level 3 (CL3) Lowest critical level of backup-item 24 Hours Critical Level 4 (CL4) Non critical level of backup-item NA *MPD Maximum Permissible Downtime 4.2. Defined CL Based on the respective critical levels, each backup-item falls into any one of the CLs. The following table provide classification of each backup-item by their respective CL. -item CL1 CL2 CL3 CL4 Enterprise Accounting System (SAP) Branch Accounting System (UBS) Enterprise Domain System (Active Directory (AD)) / / / - - Policy and Procedures Ver

12 Departmental Working Files - / - - (Shared data) Enterprise System - - / - ( s) User Personal Files / 4.3. Frequency/Types by CL Base on the CL, backup frequency and types are defined accordingly. Below is the backup frequency and types by CL Cycle Daily Weekly Monthly Yearly Types Differential Full Full Full Media DDS4 LT03 LT03 LT03 LT03 Frequency Hourly 12AM Every Sunday (12AM) Every Last day of The Month (12AM) Every Last Day/Date of The Year (12AM) Criticality CL1 / / / / / CL2 x / / / / CL3 x x / / / CL4 x x x / / / - To backup x - No need to backup CL - Critical Level Description: CL1 backup - item must be backup once daily (differential) and Database Log files will be backup every hour using DDS4 backup tapes (differential). CL2 backup - item must be backup once daily (differential). Policy and Procedures Ver

13 Full backup must be done for CL1, CL2 and CL3 for: o Weekly o Monthly o Yearly and CL4 will be backup monthly and yearly Tape Usage for Pool and Extension All backup-items will be backup in two pools as follows regardless of CL categories. POOL Pool 1 (CL2, CL3, CL4) Pool 2 (CL1) Number of Tape Initially 1 unit Initially 1 unit BACKUP ITEM Example of tape label for Pool and Extension System Files and Data ICB/2008/D03/P1/E1 (1st tape used for Pool 1) ICB/2008/D03/P1/E2 (2 nd tape used for Pool 1) Database ICB/2008/D03/P2/E1 (1 st tape user for Pool 2) ICB/2008/D03/P2/E2 (2 nd tape used for Pool 2) Only one set of tapes will be made, which is for off site storage. Copy for on site does not required as other methods of data protection are available i.e. log shipping and raid, unless otherwise required in the future. Extension of tapes will be used if data size requires more than one tape for every Pool. Administrator must strictly follow tape pool system as documented in this policy. The correct tape specification and compatible with all associated components must be used. Forecasting, planning and sizing for future requirement on number of tapes for the operation must be made every six (6) months. Number of spare tapes must be made available sufficiently Tape Rotation and Retention Below are tapes type and rotation/cycle: Policy and Procedures Ver

14 Type Unit of Tapes Rotation/Cycle Daily 12 2 Weeks Weekly 10 1 Month Monthly 24 1 year Yearly 2 Archived Daily tapes backup are rotated in 2-week cycle (12 tapes) Weekly tapes backup are rotated in 1-month cycle (10 tapes) Monthly tapes backup are rotated in 1-year cycle (24 tapes) Yearly tapes backup are stored permanently for archive for at least 7 years (2 tapes) 4.6. Labelling Tape Labelling of backup tapes must be done in the following manner: System Label Labelling convention of the tapes is following backup type, date, and usage. It must be done according to the naming convention to allow administrators to easily identify backup media. Media for Grandfather-Father-Son rotation schemes is automatically named by the system using the following syntax: (backup type) - (user-defined media pool prefix)-(day-of-the-week)-(date) Examples of ICB system label format; Full Differential F-ICB-CL1-x-xxxxxx D-ICB-CL1-x-xxxxxx Tape/Physical Label administrator must strictly follow guidance as below when labelling a tape. Physical/Tape Labelling convention Physical/Tape label must be made on top of a tape a. Site ICB, BGI, NLI, BKB, DMS Policy and Procedures Ver

15 b. Year For which year it is used e.g. 2008, 2007, 2006 c. Tape Cycle Daily, Weekly, Monthly, Yearly i. Daily - D01 D12 ii. Weekly - W1 W5 iii. Monthly M01 M12 iv. Yearly - Yn (n is the current year, e.g. 2007) d. Pool i. Pool 1 P1 ii. Pool 2 P2 e. Extension i. Extension 1 E1 ii. Extension 2 E2 Site / Year / Tape Cycle / Pool / Extension E.g. ICB/2007/D03/P1/E2 Date Label Date when tape is begin to use must be written at the side of a tape Day / Month / Year E.g. 10/03/ Off-site Location An off-site storage must have criteria as follows: 1. A secure, off-site location. 2. A room with proper security control allocated for backup cabinet and tapes 3. Proper environment control i. Temperature ii. iii. Humidity Fire protection Policy and Procedures Ver

16 Location for off-site backup tapes storage by respective branches is as follows: Site Off-site Storage Off-site Tape Keeper Ampang Nilai Mohd Nadzry Bangi Ampang Md Razali Lamun Nilai Ampang Md Razali Lamun Bukit Beruntung Ampang Md Razali Lamun Damansara Ampang Md Razali Lamun 4.8. Periodic Testing Testing Schedule Test requirement is determined by the CL as follows: Criticality Level (CL) CL 1 CL2, CL3, CL4 Test Schedule At least once a year. Upon request or requirement. Administrator is responsible to perform testing on backup system according to the above schedule. Administrator must obtain consent from Manager before carry out the testing. Testing must be carried out as to simulate restoration of systems using backup tapes. Unsuccessful testing must undergo investigation immediately to take corrective action as required. Manager must be informed in the event unsuccessful testing is experienced. Periodic testing of backup must be performed to determine if the backup was run successfully and tapes and data can be restored as required. Thus, as to ensure usability i.e. backup tapes can be restored; the tapes despatched must be restored at least once a year. Upon successful restoration of the tapes, they will be stored in a safe and secured storage. Only backup item for CL1 will undergo the above test restoration. The rest of the CLs do not need to undergo such procedure unless otherwise required in the future. Policy and Procedures Ver

17 Testing Infrastructure/Environment A proper test environment must be provided to ensure tapes are tested properly with environment as identical as possible with the protected systems environment Retirement of Tapes All backup media that is not re-usable shall be thoroughly destroyed in an approved manner. Retirement of tapes must be strictly follow prescription of the manufacturer Accessibility of -Item All important files or backup-item must be made accessible to backup device as required by backup operation. This includes the following files: 1. Business Application or Software (e.g. SAP, , Accounting System) 2. Application database (DB2, Oracle, etc.) 3. System File (OS, system state, configuration file) 4. Department Working Files (Documentation, worksheet, drawing, etc) Provision of public folder to store individual s important official files must be fully utilized by staffs at all levels. Policy and Procedures Ver

18 5. Procedure 5.1. Information on Hardware & Software Hardware ( Manager) Site Server Drive Tape Ampang Sun Fire x4800 Operation System HP 1/8 Autoloader HP LTO 3 Bangi Sun Fire x4800 Operation System HP StorageWorks Ultrium 960 HP LTO 3 Nilai HP Proliant ML350 G3 Windows 2003 HP StorageWorks Ultrium 460 HP LTO 2 Bukit Beruntung Damansara HP Proliant ML370 G3 Windows 2003 HP Proliant DL380 G5 Windows Server 2003 R2 HP StorageWorks Ultrium 460 HP StorageWorks Ultrium 448 HP LTO 2 HP LTO 2 Software ( Manager) Site Ampang Brightstor r11.5 Bangi Brightstor r11.5 Software Nilai Brightstor r11.5 Bukit Beruntung Brightstor r11.5 Damansara Brightstor r11.5 SP3 Machine and System to Site Machine 1 Machine 2 Machine 3 Machine 4 Machine 5 Machine 6 Ampang Server Name : Server Name : Server Name : Server Name : Server Name : Server Name : SAPPRD 1 SAPPRD 2 SAPDEV DATA SERVER AD SERVER MAIL SERVER SAP Production SAP Production (standby) SAP Development IP Address : IP Address : IP Address : IP Address : IP Address : IP Address : Policy and Procedures Ver

19 Application : Application : Application : Application : Application : Application : SAP Production and SAP Database SAP Production and SAP Database SAP Production and SAP Database Financial Database Domain Controller & Active Directory Server Machine Model SUN v480 OS : Solaris 8 Machine Model SUN v480 OS : Solaris 8 Machine Model SUN v480 OS : Solaris 8 Machine Model Proliant ML 370 OS : Windows 2003 Machine Model Proliant ML 370 OS : Windows 2003 Machine Model Proliant ML 370 OS : Fedora Bangi HP Proliant ML370 G3 - NA - - NA - - NA - - NA - - NA - Nilai HP Proliant ML350 Bukit HP Proliant Beruntung ML370 G3 Damansara Server Name: iasb-ad - NA - - NA - - NA - - NA - - NA - HP Proliant HP Proliant - NA - - NA - - NA - ML370 G4 DL180 (Server Data) (Barcode System) Server Name: Server Name: Server Name: - NA - - NA - iasb_incedia easy-access Ia-005 IP Address : Application : Domain Controller & Active Directory Data Server Machine Model: HP Proliant DL 380 G5 IP Address: Application: Incadea System ETK Server KSD Application SQL Server Machine Model: HP Proliant DL380 G5 IP Address: Application: Entry Pass Patrol System Machine Model: Intel Workstation IP Address: Application: Phone Billing System Machine Model: HP Workstation OS : OS: OS: OS: Windows Windows Windows XP Windows XP Server 2003 R2 Server 2003 R2 Professional Professional Policy and Procedures Ver

20 Updates of patches must be obtained from the authorized distributor or direct from principal. Compatibility of backup system components must be checked thoroughly on its conformance to compatibility with each other of the associated components before applying any updates, changes, upgrades, replacements, etc. Changes on specification and configuration of backup systems and components must be recorded and updated in this policy document Tapes Labelling administrator must strictly follow procedure as below for tapes labelling: Tapes must be labelled before using it. Both labelling are used which is tape/physical label and system label Labelling of tapes must be done in a manner as explained in the earlier section of this backup policy Appropriate and proper label must be used to ensure ease of reading and sustainable 5.3. Data Requirement for data backup may be due to the following reasons: Type Description Requester Example Scheduled Unscheduled backup or Adhoc backup (Refer to Form: BR01) Daily tasks and activities of backup operation as documented in this backup policy & procedures It happens before executing exercises that have been planned in advance; or in a post incident situation. It is done as and when requested by user and approved by Manager for Daily, Weekly, Monthly and Yearly Before undertaking exercises such as upgrading, housekeeping, servicing, etc; or post upgrading, etc. The following procedure will guide ICB on how to perform backup Consent must be obtained before undertaking any unscheduled data backup. Policy and Procedures Ver

21 Requester (system owner) must clearly state and specify item required to backup by filling in Data Requ est Form (ICB-MIS-SEC-FR-063-REV0). The request will be verified and approved by Manager and Head of Operation. Administrator must perform the backup as required by system owner and approved by Manager and Head of Operation. Administrator must ensure the tape used is the one that required according to schedule, cycle and tape label. Make sure tasks performed following correct steps, manner and sequence (refer to backup training document) Daily Monitoring & Maintaining Administrator must monitor every morning on status of the previous day backup s job. Administrator must use Job Status Manager that is a graphical tool that helps to centrally manage and monitor BrightStor ARCserve servers across the enterprise. Administrator must follow the following steps in monitoring and maintaining the backup system: Make sure hardware is functioning and in good condition. This includes the host adapter card, the cables, and the storage device itself. Test hardware by connecting it to a system that is known works. Make sure the hardware is configured properly. This includes setting the proper switches on the controller card (according to the manufacturer's instructions) and making sure the SCSI bus is terminated properly at both ends. Check the CDC (Link). Check for updated SCSI Drivers. View all available BrightStor ARCserve servers, job queues, and activity logs. Manage jobs--add, run, delete, modify, and reschedule jobs. Monitor progress of active jobs--view real-time status of active jobs in the queue. View job detail and job log information about all the jobs that have been executed. View activity and media logs. Stop an active job. Modify user names and passwords associated with a job. Policy and Procedures Ver

22 Administrator must inform Manager if backup system facing severe problems. Below is guideline to determine severity of a problem: system cannot operate at all or can operate but does not meet requirement adequately (severe). Component of backup system does not work, but backup can still operate and it does not affect quality of backup (not severe). Job Failure Log Form (ICB-MIS-SEC-FR-067-REV0) must be filled to log any failure of backup operation or scheduled backup jobs Troubleshooting As most of the problems are hardware related. Therefore, the troubleshooting shall focuses on solving hardware and media problems. Troubleshooting must be carried out as follows: Make sure your hardware is functional. This includes the host adapter card, the cables, and the storage device itself. Test hardware by connecting it to a system that is known works. Make sure the hardware is configured properly. This includes setting the proper switches on the controller card (according to the manufacturer's instructions) and making sure the SCSI bus is terminated properly at both ends. Check the CDC (Link). Check for updated SCSI Drivers Data Restoration Written consent from Manager and Head of Operation must be obtained before undertaking any data restoration. Data Restoration Request Form (ICB-MIS-SEC-FR-064-REV0) must be filled by requester to request for data restoration. Requester (system owner) must clearly specify backup-items required for restoration in the form. Administrator must perform the restoration as required by system owner and approved by Manager and Head of Operation. Policy and Procedures Ver

23 Administrator must ensure the tape used is the one that required as stated in Data Restoration Request Form (ICB-MIS-SEC-FR-064-REV0). Make sure tasks performed following the correct manner and sequence (refer to backup training document) Dispatching Tapes Dispatching of tapes must be done in the following manner: Tapes must be dispatched to off-site location every Monday. Despatching of tapes must be done every morning after Administrator complete checking on status of backup jobs performed for the previous day (s). Tape Despatch Request Form (ICB-MIS-SEC-FR-065-REV0) is used when dispatching tapes to (from) off site location. Tapes to be dispatched must be checked and verified closely. Three copies of the form must be prepared and each copy is kept by Sender, Receiver and Dispatcher. Dispatch the tapes must be in appropriate manner and locked-case must be used taking into account its safety, security and possibility of damage. Only Administrator (sender) and Tape Keeper (receiver) having the key to lock or unlock the tape safety container/case. Dispatcher must hand over the tapes to Tape Keeper by himself at the storage location according to the name of receiver (tape keeper) as stated in the Dispatch Form. Dispatcher must get verification and signature from Administrator to acknowledge the receipt. A copy of the form is kept by Tape Keeper and another copy must be returned to Administrator who requested for the dispatching Request Tapes Requester must fill Tape Request Form (ICB-MIS-SEC-FR-066-REV0) to request for tapes. Policy and Procedures Ver

24 Approval from Manager must be obtained before fulfilling the request. Administrator must record down all in and out of tapes in a Log Book. Recording of tapes must be done following tape/physical label. 6. Forms and Log Book All Policy Compliance Forms must be used accordingly as outlined in this policy. Proper filing must be done according to ICB standard filing system and keep at a safe place and easy to retrieve. Documents or Forms used in operating the backup system are as follows: o Form for Data Request Form (ICB-MIS-SEC-FR-063-REV0) o Form for Data Restoration Request Form (ICB-MIS-SEC-FR-064-REV0) o Form for Tape Despatch Request Form (ICB-MIS-SEC-FR-065-REV0) o Form for Tape Request Form (ICB-MIS-SEC-FR-066-REV0) o Form for Job Failure Log Form (ICB-MIS-SEC-FR-067-REV0) o Log Book for Tapes Storage Policy and Procedures Ver

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