Managed Backup (Data Centre Edition) SD004v1.1

Transcription

1 Managed Backup (Data Centre Editin) SD004v1.1

2 Managed Backup (Data Centre Editin) Service Definitin Service Overview The InTechnlgy Managed Backup Service (Data Centre Editin) service prvides a managed backup and archive service fr Custmer servers lcated at their centralised / data centre premises. The Custmer's servers are cnnected ver a high bandwidth netwrk cnnectin t a backup server and dedicated disk capacity within an InTechnlgy data centre. The Managed Backup Service cnsists f backup clients and applicatin agents installed n the Custmer s servers that require backup r archive services. These clients and agents prvide tw cmplementary but separate functins: backup and archiving f file system and applicatin data. The backup functin prvides regular backups f critical business data n the Custmer s servers. Regular backups, typically run daily, shuld be perfrmed fr business cntinuity purpses. File system backups are perfrmed n an incremental basis. The first backup taken is a full backup and all subsequent backups are incremental nly. This reduces the backup windw required t backup Custmer servers and the verall quantity f backup data t be stred n disk. Schedules can be cnfigured n the backup server t autmatically backup clients as required. Supprted applicatins are backed up independently f file system backups and use applicatin specific agents. Applicatin agents typically perfrm a cycle f full and incremental backups. Schedules can be cnfigured n the backup server t autmatically backup agents as required. The archive functin cmplements the backup functin by prviding archiving, fr file system data held n the Custmer s servers. An archive peratin is a single "pint-in-time" cpy f file system data n the Custmer s server that is retained fr a specified perid f time. Typical uses f archiving include year-end cpies f imprtant data required fr legislative purpses and near-line strage f rich text data such as vice r vide images. The backup client perfrms the archive and transmits the archive data t the backup server. Optinally, the archived data can ptinally be autmatically deleted frm the server after a successful archive peratin. Backup and archive data is stred in a netwrk attached disk array. By default all backup and archive data fr a Custmer server is lcated n separate disk drives. There is n sharing f disk drives between Custmers. Once stred n disk backup and/r archive data can be replicated t additinal disk vlumes. This feature prvides additinal prtectin against data crruptin r hardware errrs. The default is a single f cpy f data is stred. The Managed Backup Service is mnitred and managed t an agreed SLA by InTechnlgy's 24x7 Custmer Supprt and cnsultancy staff. The service includes extensive remte and nsite cnsultancy supprt t ensure that the service is implemented and maintained t the highest standard t meet the Custmers' backup, recvery and archiving requirements.

3 Service Definitin The Managed Backup Service (Data Centre Editin) delivers a fully autmated and managed netwrk backup and archiving service fr Custmer servers lcated at the Custmer's central premises / data centre. The service at the Custmer lcatin cnsists f backup clients and agents installed n the Custmer servers t be backed up. Within the InTechnlgy data centre the service cmprises f a backup server and dedicated disk capacity. Custmer Netwrk Cnnectin The Managed Backup Service (Data Centre Editin) requires a dedicated InTechnlgy prvided netwrk cnnectin, including a ruter installed at the custmer premises. The ruter manages the netwrk cnnectin between the Custmer LAN and the InTechnlgy data centre. The ruter is cnnected t the Custmer's LAN via an 10/100 Ethernet cnnectin. TCP/IP is the nly supprted netwrk prtcl fr the ruter netwrk interface. The Custmer is respnsible fr prviding an apprpriate static IP address fr this interface, nrmally the first address in the range supplied t InTechnlgy. The ruter is cnnected t the InTechnlgy secure private netwrk thrugh a dedicated LAN extensin circuit. This enables the backup clients and agents n the Custmer servers t transfer the backup data t the backup server in the InTechnlgy data centre. The leased line circuit is fully managed and is delivered frm the nearest Pint f Presence (POP) n the InTechnlgy netwrk. The apprpriate bandwidth capacity is determined by the individual Custmer's requirement. Typically, the circuit capacity is specified t accmmdate current requirements, speed f restre and anticipated future grwth in data vlumes. The leased line circuit is arranged and managed by InTechnlgy and made available exclusively fr each Custmer. A minimum bandwidth capacity f 100mb/s will be installed. Backup Clients and Agents Backup clients and agents installed n the Custmer servers perfrm the backup, restre and archiving functins. The backup client r agent transmits the backup and archive data t the backup server. There are tw types f agents: file system clients and applicatin agents. File system agents can backup and archive all data stred within file systems n the server platfrms supprted by the Managed Backup Service. Schedules can be cnfigured n the backup server t autmatically backup clients as required. Applicatins supprted by the Managed Backup Service can be backed up independently f file system backups by using applicatin specific agents. Applicatin agents typically perfrm a cycle f full and incremental backups. Schedules can be cnfigured n the backup server t autmatically backup applicatins as required Data Encryptin File system backup and archive data can be selectively encrypted; either at an individual file, directry r at a file system level; using standard DES 56-bit encryptin algrithms. Data is autmatically encrypted befre transmissin t the InTechnlgy data centre and is stred by the backup server in encrypted frm. Data is autmatically decrypted during Custmer restre peratins. Encryptin is an ptinal service and is cntrlled by client cnfiguratin ptins fr the Windws, AIX, Slaris, HP-UX, NetWare, SGI, Linux, NUMA-Q and TRU64 file system backup clients. The Custmer is respnsible fr entering individual encryptin keys fr each Custmer server during installatin f the file system backup clients. Once this cnfiguratin is cmplete the encryptin key is stred securely n the Custmer server and is used autmatically during subsequent backup and restres. If the stred encryptin key is destryed n the Custmer server, e.g. during a server disaster recvery, r data is being restred t a different Custmer server, the Custmer will be prmpted during the restre peratin t enter the apprpriate encryptin key. Failure t enter the crrect key in these scenaris will prevent data restratin.

4 It is the Custmer's sle respnsibility t maintain a satisfactry recrd f their encryptin keys. Failure t d s will result in encrypted backup and archive data becming inaccessible in the event f a Custmer server r site disaster. InTechnlgy has n recrd f encryptin keys used by the Custmer and cannt recver Custmer data in the event f the Custmer lsing their encryptin keys. Nte: There is currently n encryptin supprt fr applicatin agents. InTechnlgy Supprted File System Platfrms The Managed Backup Service supprts the fllwing perating systems. InTechnlgy will make all endeavurs t supprt future versins f the perating systems belw. Other platfrms and applicatins might be subject t a surcharge. Operating Systems Windws Supprted Operating System Levels Windws Server Standard Editin - 32 bit, Enterprise Editin - 32 bit, Datacenter Editin - 32 bit, Enterprise Editin - 64 bit, Datacenter Editin - 64 bit, Windws 2000 Prfessinal, Server, Advanced Server, Datacenter Server Custmer Supprted Platfrms The fllwing perating systems and databases are nt supprted by InTechnlgy, but are can be backed by the Custmer. Operating Systems Supprted Operating System Levels IBM AIX IBM AIX AIX 5L 5.1 r later (32 bit r 64 bit) r AIX 5.2 (32 bit r 64 bit) and AIX 5.3 (32-bit r 64 bit) HP-UX Linux HP-UX PA-RISC (11i Versin 1.0) (32 bit and 64 bit), Itanium 11iv2 (64 bit) Linux IA32: Red Hat Enterprise Linux 3 update 2, SLES 8 sp3, SLES9, Linux n pseries: SuSE Linux Enterprise Server 8 sp3, Linux Pwer5 iseries and pseries: Red Hat Enterprise Linux 3 update 2, SLES 9; Linux n zseries: SuSE Linux Enterprise Server 8 sp3, SLES9 Macintsh Macintsh , 10.2, Nvell NetWare NetWare 5.1, 6.0 r 6.5 Sun Slaris Sun Slaris 8 (64 bit), 9 (64 bit) r 10 (64 bit) Supprt fr additinal server perating systems nt listed may be pssible and are subject t the apprpriate backup clients being available. An additinal service charge will apply fr installatin f these clients. The file system backup clients fr the abve platfrms are installed and cnfigured by InTechnlgy cnsultants as part f the MBS service implementatin. Optinal pre and pstbackup scripts can be defined during the service set up t stp and start applicatins r t perfrm ther server tasks. Creatin and maintenance f pre and pst-backup scripts is the respnsibility f the Custmer. Backup Client User Interface The file system backup client cntains all cmpnents required t perfrm backups, either scheduled r manual, restre and archiving peratins. The client scheduler fr scheduled backups and archives is typically installed as an autmatic service r prcess and requires n user interventin nce cnfigured.

5 The clients prvide three user interfaces fr perfrming ad-hc backups, archives and restre peratins: a cmmand line interface, a GUI interface and a Java based Web brwser interface. The cmmand line and GUI interfaces can be used lcally n the server r remtely ver a netwrk cnnectin. Typical methds f using the cmmand line r GUI interfaces remtely are Telnet, X Windws, Windws Terminal services r equivalent. The Web brwser interface can be used either lcally r remtely via a TCP/IP netwrk cnnectin. As part f the service implementatin, training n use f the backup clients will be prvided t apprpriate Custmer persnnel. InTechnlgy Supprted Applicatin Platfrms The Managed Backup Service supprts the fllwing applicatins and databases: Applicatin Server Operating Systems Minimum Supprted Levels MS Exchange Windws NT, Windws 2000 &2003 MS SQL Server Windws NT, Windws 2000 &2003 Exchange Server 5.5, 2000, 2003 SQL Server 7.0, 2000, 2005 Oracle Windws NT, 2000, 2003, AIX, HP- UX, Slaris Oracle Server r Parallel Server Releases 8, 9, 10 The applicatin agents fr the supprted applicatins are installed as part f the service implementatin. InTechnlgy cnsultants perfrm installatin and cnfiguratin f the applicatin agents, in cnjunctin with the apprpriate Custmer database r applicatin administratr. The supprted applicatin agents nly backup the apprpriate applicatin data. In additin t the applicatin agent the apprpriate file system backup client must als be installed and cnfigured t backup the remaining file system data n the Custmer server. There is n nline archiving supprt fr applicatins. Applicatin data t be archived must be extracted using techniques such as database dumps and then archived. Custmer Supprted Applicatin Platfrms The fllwing applicatins and databases are nt supprted by InTechnlgy, but are can be backed by the Custmer. Applicatin Server Operating Systems Minimum Supprted Levels Infrmix AIX, HP-UX, Slaris Infrmix: IDS Ver 7.3, UDO Ver 9.2, r XPS Ver 8.31 Ltus Dmin SAP R/3 Windws NT, 2000, 2003, AIX, Linux, Slaris Windws NT, 2000, 2003, Linux, AIX, HP-UX, Slaris, Tru64 Dmin R5.0.1 Server r R6 Server SAP R/3 3.0C t F, 3.1 up t I, 4.0 up t 4.6D, 6.10 WebSphere Windws NT, 2000, 2003 AIX WebSphere Applicatin Server Standard r Advanced Editin Applicatin Agent User Interface The applicatin agents have user interfaces apprpriate t the applicatin envirnment. Fr Windws based applicatins such as Exchange, SQL and Ltus Ntes, GUI and cmmand line interfaces are prvided. Fr ther applicatins, the agent user interface is typically integrated int an applicatin related administrative interface. Examples f these are Oracle's Recvery Manager (RMAN) utility and the SAP R/3 SAPDBA database utility. As part f the service implementatin, training n use f the backup agents will be prvided t apprpriate Custmer persnnel.

6 Data Restratin It is the Custmers' respnsibility t perfrm restratin f data. The apprpriate user interface can be invked t restre single files, multiple files, cmplete file systems r applicatins as apprpriate. InTechnlgy persnnel have n access t the backup clients and agents n the Custmer servers and cannt perfrm restre peratins. T assist the Custmer in develping tested restre prcedures, InTechnlgy cnsultants will deliver Custmer specific "best practices" fr recvery f the apprpriate Custmer server and applicatin during the service implementatin. The Managed Backup Service is a netwrk-based backup, restre and archiving service. If the Custmer server has been rendered inperable t an extent where the backup client r applicatin agent cannt run, then this must be rectified prir t perfrming the restre peratin. Backup Server The Managed Backup Service utilises ne r mre Custmer backup server in an InTechnlgy data centre. The backup server is cnnected t a disk strage array used fr backup and archive data. Disk strage: The disk strage is used fr the backup server database as well as fr backup and archive data. By default a single cpy f all backup and archive data is stred n disk vlumes thrughut its retentin perid. Fr enhanced availability data can be autmatically replicated t secndary disk vlume. This replicatin can be applied selectively t sme r all f the backup and archive data. Replicatin can be perfrmed t a secnd disk strage that is lcated in a secnd and gegraphically diverse InTechnlgy data centre. Backup Plicies Backup data frm backup clients and applicatin agents is managed based n plicies defined n the backup server. These management plicies define the number f backup generatins, expiratin f deleted files and handling f pen files during backups. The Managed Backup Service prvides separate backup plicies fr file system data and applicatins. There is a default set f plicies fr file system data that will be further refined as apprpriate during the service implementatin. Plicies fr applicatin data are bespke fr the applicatin and will be defined in cnjunctin with the Custmer during the service implementatin. Backup and archive plicies and schedules are defined and stred centrally in the backup server database. File System Backup Plicies The Managed Backup Service des nt emulate legacy "tape rtatin" based backup prducts where cycles f daily, weekly and mnthly tape cartridges are required. With this methd a weekly backup must be perfrmed and then daily incremental backups. This causes a larger requirement fr strage capacity. File system backups are perfrmed n an incremental nly backup basis. The first incremental backup is a full backup and all subsequent backups nly backup the data changed since the previus backup. E.g. if a 20GB file system is backed up the first backup will result in apprx. 10 GB f backup data (assuming an average cmpressin rati f 2:1). If the next day 10% f the data has changed then an additinal 1GB f backup data is stred (2GB cmpressed t 1GB). This prcess carries n every day thereafter. N further full backups are required. The quantity f data stred is managed by plicies that determine the number f backup versins held fr individual files. The mre versins held, the mre data wuld be stred. The number f backup versins als determines hw far back a restre peratin can be perfrmed. A default restre will restre the mst current versin f every file resulting in a

7 recvered file system t the exact state it was in at the time f the last backup. Alternatively a restre date can be specified. In this case the mst recent backup fr every file prir t the specified date will be restred. The greater the number f versins, the further back the restre peratin can be perfrmed. The default backup plicy fr file system data is: Fur generatins f backups will be stred fr files that have been mdified. Files that are never mdified will nly be backed up nce n the initial backup. Fr files that have been deleted n the Custmers' server the mst recent backup generatin will be maintained fr 90 days. After 90 days the final backup will be deleted. Fr files pen and lcked by ther applicatins up t 4 attempts will be made t back up the file. If after the furth attempt the file cannt be backed up, it will be bypassed by that backup sessin. By default, all files n all lcally attached file systems are backed up. Files can be excluded frm backup during the initial service cnfiguratin. Fr example, tw backup plicies culd be created fr file system data that stre 7 r 14 generatins f file backups. These backup plicies will enable pint-in-time restratin up t 14 days prir t the last backup. Hwever, they will result in mre stred backup data. These ptinal backup plicies can be selected during the backup agent installatin and cnfiguratin. These backup plicies can als be further develped during the service implementatin. Applicatin Backup Plicies The backup plicy fr applicatins n Custmer servers is dependent n the specific applicatin. Typically this will include tw weekly full backups and daily incremental backups. In this scenari tw weeks wrth f backups are retained. The precise management plicies will be determined as part f the implementatin planning. Archive Plicies Archive plicies are separate frm backup plicies and define the retentin perid fr archived file system data. The archive retentin perid can be defined t a granularity f ne day e.g. a retentin perid f 365 is ne year. The default archive retentin perid is 3 years, after this time the data is autmatically expired and deleted frm the archive stre. Alternate retentin times can be defined t meet specific business requirements. If required, an indefinite retentin perid can be defined and the archived data will be retained frever. Multiple archive plicies can be defined t address differing business requirements. Backup and Archive Schedules Backup peratins can be scheduled fr autmatic peratin. Schedules are defined, stred and managed frm the backup server in cnjunctin with the apprpriate Custmer persnnel. The default schedule is fr a backup that cmmences between 20:00 and 24:00, seven days a week. The actual start time f the backup will vary due t wrklad and netwrk resurce cnstraints. Additinal backup schedules as apprpriate will be defined during the service implementatin. Archive peratins can als be scheduled fr autmatic peratin. Hwever, because f the adhc nature f archive peratins n default archive peratins are defined. Archive schedule requirements will be defined in cnjunctin with the Custmer during the service implementatin. Disaster Recvery In the event f an event requiring a large data restre, e.g. lss f a server, the nrmal methd f restre is ver the netwrk frm the backup server in the InTechnlgy data centre.

8 Hwever, in the event f a Custmer site disaster the leased line cnnectin wuld nt be serviceable. T accmmdate this scenari the Managed Backup Service incrprates prvisin fr Custmer site disaster recvery where the leased line cnnectin is unavailable. As part f the prject definitin wrkshp the InTechnlgy cnsultant will wrk with the Custmer persnnel t identify their disaster recvery requirements. This will invlve designating the servers with a high, medium r lw disaster recvery classificatin. In the event f a Custmer site disaster InTechnlgy will ship a prtable backup server and disk array t the Custmers nminated disaster recvery lcatin. This prtable service will cntain the backup data fr the high pririty Custmer servers and cpies f the apprpriate backup clients and agents fr the replacement Custmer servers. An InTechnlgy cnsultant will travel t the Custmer disaster recvery lcatin t assist with the setup f the service and recvery f data. Fllwing the recvery f the high pririty server(s) backup data fr the medium and lw will be shipped t site n agreement with the Custmer. N archive data will be prvided as part f this disaster recvery service. DR Testing Disaster recvery tests can be scheduled. In this scenari the prductin Managed Backup Service will be maintained and scheduled backups and archives can cntinue at the primary Custmer lcatin. Disaster recvery testing is an additinal chargeable service ptin. Service Implementatin & Supprt MBS is a managed service that includes fur cnsultancy mdules t prvide the Prject Definitin Wrkshp (PDW), service implementatin, service supprt and prvide nging prject management fr the slutin. Fllwing successful cmpletin f the first tw elements, the InTechnlgy cnsultant and the Custmer will sign ff the MBS as being fully implemented. Prject Definitin Wrkshp (PDW) The implementatin planning cnsultancy service prvides the Custmer with a cst-effective way f ensuring a well-designed backup slutin fr mre cmplex cnfiguratins and a smth and efficient implementatin. This service is designed fr any Custmers wh have backup requirements ver and abve basic file systems such as database applicatins. It encmpasses: A review f the Custmers backup/restre requirements A check that the technical envirnment is ready fr the implementatin A design fr the service implementatin t meet the Custmer s backup/restre requirements Capacity requirements fr the leased line circuit, backup server(s) and disk strage A schedule fr the implementatin f the service envirnment An agreed set f acceptance criteria In rder t ensure that maximum benefit can be gained frm the wrk, the cnsultant(s) will need t wrk clsely with Custmer staff with the apprpriate system knwledge and be prvided with suitable access t systems if required. A schedule fr cmpletin f the tasks utlined belw will be agreed prir t cmmencing the wrk. Prject Tasks

9 1. Prir t the start f the prject the InTechnlgy cnsultant(s) will cntact the Custmer t agree schedule fr the Custmer meeting and infrmatin that the Custmer needs t prvide 2. As agreed with the Custmer the InTechnlgy cnsultant(s) will meet with the relevant Custmer technical staff and inspect the technical envirnment. 3. Develpment f the implementatin plan. Prject Deliverables The result will be an implementatin plan that will cver the fllwing: Cnfiguratin requirements fr backup and applicatin agents. Details f any server cnfiguratin changes, server cde patch levels etc. Netwrk tplgy design fr the Custmer servers t cnnect t the ruter Backup plicy classes and schedules Disaster recvery requirements A schedule fr the implementatin Dcumentatin f the slutin The implementatin plan will be available within 10 wrking days f the cmpletin f the PDW. Service Implementatin During installatin f the Managed Backup Service, InTechnlgy cnsultants will prvisin and install the hardware and sftware cmpnents. There are a number f elements t the installatin: 1. Backup server installatin 2. Installatin and initial cnfiguratin f the ruter n the Custmer site 3. Custmer training 4. Installatin and cnfiguratin f the clients and agents n the Custmer's servers 5. Service hand-ver. Backup server Installatin The backup server(s) will be implemented fllwing the rder f the leased line circuit but prir t the final implementatin f the leased line. InTechnlgy cnsultants will build, cnfigure and test the backup server t an initial cnfiguratin based n the specificatin agreed with the Custmer during the implementatin-planning phase. Ruter Installatin InTechnlgy will arrange a cnvenient time just prir t the final delivery f the leased line circuit t install and cnfigure the ruter. Fllwing installatin f the ruter and successful testing f the LAN extensin circuit, the backup and applicatin agents will be installed, cnfigured and tested. Apprpriate Custmer persnnel will be required t wrk with the InTechnlgy cnsultants during this phase t ensure an agreed implementatin. Custmer Training

10 Befre r during the prvisin f the Managed Backup Service, the apprpriate Custmer persnnel will be trained hw t use the backup and applicatin agents t perfrm backup, restre and archive peratins, and use f the web reprting interface. This training is mandatry. Backup Client Implementatin During the service implementatin InTechnlgy cnsultants will wrk with the apprpriate Custmer persnnel t install and custmise the backup agents as defined in the service implementatin plan. The backup clients will be implemented based n the InTechnlgy "best practice" cnsultancy mdules. These best practice cnsultancy mdules, dcument InTechnlgy's extensive practical experience in the installatin, perfrmance tuning and recvery prcedures fr the backup agents. Applicatin Agent Implementatin Applicatin agents are used t perfrm nline backups f the supprted applicatins. These are implemented t backup the database using the applicatins wn API's. The vendr whse applicatin is being backed (e.g. Micrsft r Oracle) prduces these and thus the agents are certified t backup these applicatins. The agents are used t backup databases, nline, ffline, full r partially. The Custmer must determine which type f backup best meets their business needs. This is discussed in the PDW. The Database Administratr must be available fr the implementatin f these mdules as it is essentially they wh are respnsible fr these applicatins. The main thing t remember is that the backup server is just a strage repsitry fr these backups. The applicatin agent is respnsible fr taking the data and passing that n t the backup server. The InTechnlgy cnsultant will wrk with the DBA t ensure that the backup server is set up t stre the applicatin data t meet business needs. The InTechnlgy cnsultant will als set up schedules t autmate the backup f the databases. The DBA must ensure these schedules cmplete successfully and the applicatin is in the crrect state fr the backup actin i.e. nline, ffline r quiesced. Implementatin Testing Subsequent t the installatin phases detailed abve an InTechnlgy cnsultant will perfrm and implementatin test t demnstrate the wrking service in accrdance with the acceptance criteria defined in the PDW. Backups and restres will be tested between the Custmer site and InTechnlgy's data centre. It is imprtant fr the Custmer IT persnnel t be present during this phase as it is an integral part f the educatin prcess. Once testing has been cmpleted t the satisfactin f bth parties, the service will be deemed peratinal and handed ver t ur Supprt Management Centre fr nging management. At this pint charging will then cmmence. T ensure a smth transitin frm implementatin t live service, it is imprtant that the InTechnlgy Supprt Team is invlved in the latter stages f the installatin. Wrking in cnjunctin with the InTechnlgy cnsultant, a supprt specialist will assist with the final testing and dcumentatin phase, t ensure an effective hand-ver. It als allws the InTechnlgy supprt representative t intrduce himself r herself t the Custmer and present a welcme pack, which explains supprt prcedures such as call lgging, escalatins etc. Once the service has been successfully implemented the supprt team will wrk

11 with the Custmer and the InTechnlgy n site cnsultant t ensure that the service grws and develps in a cntrlled manner. Pst Implementatin Review One mnth after the installatin an InTechnlgy custmer implementatin engineer will cntact the Custmer t arrange a pst installatin review. The purpse f the review will be t address any issues the Custmer may have and t ensure that the Managed Backup Service is prviding the prtectin t the Custmer s data. Service Supprt InTechnlgy will manage the Managed Backup Service t an agreed SLA. As part f the SLA, InTechnlgy will prvide remte mnitring frm an InTechnlgy data centre and nsite supprt t an agreed service level. Infrastructure Supprt, Mnitring & Management The Managed Backup Service is supprted by a cmprehensive supprt, mnitring & management package, that enables 24 hur mnitring f all hardware, sftware and netwrk elements including: Event reprting and analysis Respnse t systems alerts Custmer ntificatin f system alert Cllectin f data and management infrmatin Backup server hardware r sftware errrs Disk hardware errrs Cnnectivity errrs Backup failure Errrs affecting the availability f the service are escalated t InTechnlgy's 24x7 service supprt staff and/r service supprt grups fr immediate actin. Errrs r events relevant t the Custmer server backup r restre functins are ntified t the Custmer via the web reprting interface. Remte Technical Supprt The Managed Backup Service includes remte telephne supprt frm the InTechnlgy service supprt centre. Remte supprt is prvided t advise n general enquiries such as backup agent peratin questins, cnfiguratin changes r diagnsis and reslutin f prblems as required.

12 Service Level Agreement Objectives This sectin details the agreed target levels f perfrmance f the Managed Backup Service prvided by InTechnlgy t the Custmer. It is envisaged t keep this dcument updated n regular intervals if and when changes are required. Intrductin 1. Detail f the level f services t be prvided by InTechnlgy fr the Managed Backup Service in terms f availability and respnse time. 2. Detail f the specific respnsibilities fr bth InTechnlgy and the Custmer t ensure that the Managed Backup Service is prperly cmmissined. 3. Definitin f the mechanism reviewing InTechnlgy's perfrmance in prviding the Managed Backup Service. 4. Definitin f what will happen in the event that a prblem ccurs. 5. Detail f thse circumstances under which the service will be deemed t be utside f the Service Level Agreement. Unless stated, InTechnlgy will reprt all measures mnthly t the Custmer. InTechnlgy Respnsibilities and Obligatins InTechnlgy will prvide an autmated mechanism whereby the Custmer will be able t backup data frm all designated servers as defined in the utput prduced frm Prject Definitin Wrkshp. Subject t the cnditins utlined in this dcument InTechnlgy will undertake that the service delivered t the Custmer will functin as specified. Installatin and Cnfiguratin An authrised InTechnlgy representative will deliver the specified services t the designated lcatin n a pre-arranged installatin date, r dates, t be agreed n signing f this Agreement. All defined prducts and services will be installed, cmmissined, and tested t ensure that the equipment and sftware is functinally peratinal. An InTechnlgy authrised representative will demnstrate t a nminated Custmer representative that the service is capable f backing up data frm the Custmer s servers and restring data. At this pint, the InTechnlgy authrised representative will hand ver the Managed Backup Service t the Custmer and ntify the InTechnlgy custmer supprt team that the service is live and fully cmmissined. The InTechnlgy authrised representative will present the nminated authrised Custmer representative with a service signff dcument. Training InTechnlgy will prvide training fr the nminated Custmer representative as defined in the Service Definitin. As a minimum, the authrised Custmer representative will be trained t backup and restre data frm the Managed Backup Service Server. Additinal training can be purchased frm InTechnlgy. Supprt Prcess

13 InTechnlgy will prvide the Custmer with access t a manned 7 days, 24 hurs custmer supprt team. Calls will be handled strictly in accrdance with the escalatin prcess utlined in the Custmer Service Plan sectin f this dcument with pririty being given t the mst severe. Backup and Restre f Custmer Data Within the terms f this SLA, InTechnlgy will be respnsible fr ensuring that the Managed Backup Service and all assciated cmpnents will be available t backup Custmer data frm defined Custmer servers (as per PDW). InTechnlgy will be respnsible fr ensuring that the Managed Backup Service and all assciated cmpnents will be available t restre Custmer data that has been previusly backed up frm defined Custmer servers. Reprts InTechnlgy will be respnsible fr defining and delivering the reprts pertaining t the availability f the Managed Backup Service and respnse/fix time f the custmer supprt team. Custmer Respnsibilities and Obligatins Althugh the Managed Backup Service is a managed service prpsitin and InTechnlgy will be respnsible fr the availability and supprt f the service cmpnents, the day-t-day peratin f the Managed Backup Service will, in part, depend n certain key prcesses and related equipment which are whlly under the Custmer s cntrl. The Custmer will als be respnsible fr the prvisin, installatin, management and supprt f any Custmer internal netwrk cnnectivity required t deliver this service. Installatin and Cnfiguratin The Custmer will make available a nminated and apprpriately qualified representative t wrk with the InTechnlgy representative during the installatin f all the necessary services cmpnents, as defined in the Agreement. The nminated Custmer representative will cnfirm that the backup functinality and subsequent restre capabilities f the service has been demnstrated t his/her satisfactin. The nminated Custmer representative will then accept delivery f the Managed Backup Service as a fully cmmissined service. The nminated Custmer representative will sign the service signff dcument and present this t the InTechnlgy authrised representative. IMPORTANT: If encryptin is implemented as part f the service ffering, then the Custmer is slely respnsible fr string their encryptin keys in a secure lcatin. Lss f the keys by the Custmer will prevent recvery f the Custmer's backup data. Training The Custmer will be respnsible fr nminating a representative t undertake the InTechnlgy Managed Backup Service training as defined in the service definitin. As a minimum, the Custmer will ensure that at least tw nminated peple are capable f backing up and restring data using the Managed Backup Service clients/agents and escalating a prblem using the prcedures utlined in the Supprt Prcess sectin f this dcument. Supprt Prcess The Custmer nminated representative will be respnsible fr prmptly reprting any prblems directly t the InTechnlgy custmer supprt team in accrdance with the escalatin prcedures utlined in the Custmer Service Plan sectin f this dcument. Custmer Backup and Restre f Data The Custmer will be respnsible fr defining apprpriate server backups and advising InTechnlgy f the required schedules. The Managed Backup Service cannt guarantee t successfully backup all pen files. The pen files that fail t backup are reprted t the Custmer by Managed Backup Service. The Custmer will be respnsible fr reviewing such ccurrences and mdifying their backups as apprpriate. The Managed Backup Service nly

14 reads data fr backup and cannt verify lgical data integrity. It therefre remains the Custmers' respnsibility t ensure that data integrity, including virus checking, is maintained. The Custmer will be respnsible fr perfrming all data restre peratins. Reprts The trained Custmer representative will be respnsible fr reviewing and acting upn the reprts and lgs prvided by the Managed Backup Service. Availability This is the measurement f whether the Managed Backup Service is available fr backup and restre (this des nt take int accunt the Service Cnnectin). Ttal Service Outage MBS Availability Equivalent dwntime per mnth (24 x 7 x 365) 99.0% 7 hurs 26 minutes When a platfrm r system upgrade is planned that will result in a ttal system utage affecting all Custmers, InTechnlgy will endeavur t give 7 days prir ntice t allw Custmers time t limit any impact n their wn peratins. Service Credits The fllwing service credits will apply based n the criteria detailed in the Managed Backup Service availability sectin abve. In the event that the Managed Backup Service falls utside f the SLA, i.e. the dwntime n the Managed Backup Service exceeds a cumulative ttal f 7 hurs and 18 minutes (99.0% availability) in any ne mnth, then a service credit shall apply based upn a percentage f the maximum service credit per instance as calculated belw. Maximum service credit per instance =Ttal mnthly Managed Backup Service charge The table belw details the applicable service credits based n the number f instances in any ne mnth. Ttal number f instances f the Service falling utside f SLA in any ne mnth Percentage f maximum service Credit paid per instance 1 5% 2 10% 3 20% 4 30% 5 40% 6 50% 7 60% 8 70% 9 80% 10 90% % (Maximum) Where any ne instance exceeds the SLA and the Managed Backup Service is unavailable fr peratin (i.e. The Custmer is unable t perfrm a backup r restre) fr lnger than 100% (Maximum)

15 24 hurs then the service credit fr that particular client instance will be: Imprtant: Regardless f the ttal number f client instances the ttal service credit paid in any ne mnth will nt exceed the ttal mnthly service charges fr the mnth. Example f calculating a service credit Ttal mnthly data strage charge = 2,385 4 x Instances f perating utside the SLA = Ttal service credit fr the mnth = 30% =

16 Managed Backup Service (Data Centre Editin) Charges Installatin & Mnthly Charges The fllwing table details the full csts assciated with the installatin f the Managed Backup Service as well as the mnthly service charges. Please nte a requested change in cnfiguratin may require sme r all f the cmpnents f the Service t be changed and thus result in additinal charges. Service Element Installatin Charges Mnthly Charges Service Implementatin 5,000 N/A Charging Mdel Default Service Elements Mnthly Charges Minimum 5TB disk capacity 1,670 Additinal 1TB disk capacity x TSM backup server 535 Nte: The custmer requires at least ne TSM server t be cnnected t a minimum 5TB disk strage capacity. Sftware Management Charge Client & Agent Type Descriptin Mnthly Charge TSM Extended Editin Client License (per desktp/laptp) Backup agent fr desktps and laptps 5 TSM Extended Editin Prcessr License TSM fr Mail TSM fr Databases The TSM Extended Editin cvers all file and print servers and can be deplyed fr the fllwing perating systems: AIX 5L V5, Apple Macintsh, Cmpaq Tru64, HP- UX 11.x, IRIX (Silicn Graphics), Linux fr System i, Linux fr System p, Linux fr System x 86Series, Linux fr System z, Nvell Netware, OS/400 V4.x, Red Hat Linux, SUSE Linux, Slaris (Sun Micrsystems), Windws 2000, Windws NT, Windws Server 2003, Windws XP Backup Agent fr Exchange and Ltus Dmin. Backup agent fr SQL, Oracle, DB2 and Infrmix. TSM fr Applicatin Servers Backup agent fr ther applicatins 72 TSM fr ERP Backup agent fr ERP servers. 119 TSM fr SAN Backup agent fr SANs

17 Ntes n Charging All server and applicatin license are based n dual prcessrs per server. Fr each additinal prcessr the sftware management charge will increase by 50% fr that particular license. If nly a single prcessr is used the cst is halved. Example 1: A server with 1x dual cre prcessr = 38 fr TSM Extended Editin Prcessr License Example 2: A server with 2x quad cre prcessrs = 152 fr TSM Extended Editin Prcessr License Example 3: A server with a single prcessr = 19 fr TSM Extended Editin Prcessr License Mnthly Charges The Mnthly Strage Charge is a fixed charge based n the cntracted cnfiguratin f the Managed Backup Service in the InTechnlgy Data Centre in each mnth. The Mnthly Sftware Management Charge reflects the cnfiguratin cmplexity and number f custmer servers and applicatins t be managed by the Managed Backup Service. The Mnthly Sftware Management Charge (SMC) als cvers client and agent updates t ensure nging cmpatibility with the custmer applicatins and perating systems. As additinal servers and applicatins are added r remved, the Sftware Management Charge will be amended t reflect this.

18 Generic Ntes n Charging The service activatin charge will be inviced upn signing the Service Agreement. Service activatin charges cver the installatin f Services during nrmal wrking hurs (9am - 5pm, Mn - Fri). Installatins required utside f these hurs will be charged at a hurly rate f per engineer per hur. Installatins requested by the Custmer t be undertaken utside f nrmal wrking hurs shuld be agreed in advance between InTechnlgy and the Custmer and must be accmpanied by a custmer specific purchase rder r an f intent. The Mnthly Charges will be billed mnthly in arrears. The billing perid starts as sn as the Service has been activated and made available fr use Imprtant: The initial mnthly charge has been based n infrmatin prvided by the Custmer, in particular an estimate f the vlume f data t be replicated, backed up and / r archived. It is recmmended that the Custmer maintains their existing backup slutin until Phase 2 installatin (as detailed within the MBS Service Definitin) is cmplete and signed ff A man-day fr cnsultancy services is defined as Expenses are included in the charge unless therwise agreed. The sizing f the all service cmpnents has been based n infrmatin prvided by yur wn emplyees. Any subsequent cnfiguratin changes required fr any f the service cmpnents as a result f increased wrklad, data vlumes r managed servers will result in an amended Mnthly Charge. The initial sftware management charges (where apprpriate) is based n infrmatin prvided by yur wn emplyees. InTechnlgy will prvide apprpriate sftware licenses t meet this requirement. Additin r remval f custmer servers and / r increasing the number f licenses required will result in an amended mnthly license charge. Service Exclusins Rebuild f custmer hardware r perating system envirnment. Supprt fr perating systems ther than replicatin, backup & recvery and /r archiving issues related t the perating system. Supprt fr custmer s netwrk infrastructure. Supprt fr custmer s applicatin sftware.

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