Service Level Agreement

Transcription

1 Service Level Agreement Managed Backup and Replicatin Service This Managed Backup and Replicatin Service Level Agreement ( SLA ) is incrprated int the Qute executed by TekLinks and Custmer fr Managed Backup and Replicatin Services and sets frth the specific terms and cnditins under which TekLinks shall supply the Managed Backup and Replicatin Services described herein t Custmer. The general terms applicable t such Services are cntained in the Master Terms and Cnditins ( MTC ) and the Master Service Level Agreement ( MSLA ) incrprated int the Qute by reference. Capitalized terms used but nt defined herein shall have the meanings set frth in the MTC and MSLA. Terminlgy These are service specific definitins. Cmmn definitins are already defined in ur Master Service Level Agreement. Backup Agents An agent-based backup requires the installatin f sftware, knwn as an agent, n each machine that needs t be prtected. In agent-based backup, a service, daemn r prcess runs in the backgrund t facilitate the backup. Off-net Custmer lcatin that is nt directly cnnected t the TekLinks netwrk with a TekLinks managed circuit. On-net Custmer lcatin that is directly cnnected t the TekLinks netwrk with a TekLinks managed circuit. Service Descriptin General TekLinks Managed Backup and Replicatin Service delivers cmprehensive prtectin f yur business-critical data assets and fflads the labr and burden f managing, mnitring, and supprting yur backup infrastructure t ur team f trusted and reliable experts. We ffer backup slutins that are scalable and flexible t fit yur specific needs. Levels and Offerings Endpint Backup User-level file backups that allw nn-technical users t quickly, easily access and restre data withut IT interventin. This service level prvides Clud strage, cntinuus backups, web brwser and mbile file access at the individual desktp level. Clud Backup Clud-based backup and recvery fr Micrsft servers, wrkstatins, virtual machines and applicatins. Designed fr self-service r managed peratin with flexible scheduling and retentin ptins. Enterprise Backup Fast, daily full backups fr virtual envirnments, remte ffices, enterprise applicatins, netwrk-attached strage (NAS) servers, and desktps/laptps. The fllwing features are included with the Enterprise Backup service level: Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 1 f 7

2 Managed Backup and Replicatin SLA Agents The Backup Agent prvides the cmmunicatin t the master server, which cntrls backup/restre scheduling and ther backup/restre functins. In additin, the backup Agent initiates the transprt f the data acrss the netwrk frm the client s Server t the TekLinks strage device. File Level Backup The TekLinks backup applicatin has the ability t backup Custmer data at the file level and then sends that data directly t Disk Strage. Jb Scheduling By default, each backup grid perates n a specific backup windw. All client jbs must be scheduled t fall within that backup windw. Multiple grids are cnfigured with varius backup windws in rder t accmmdate varius Custmer requirements. Each client device is limited t ne backup grid. Retentin Schedules Unless therwise stated n the Qute, Retentin Schedules will be as fllws: 7 Full Daily Backups 2 Full Weekly Backups 2 Full Mnthly Backups Initial Backup Time Requirements The Initial Backup prcess fr each Prtected Server must cmplete befre a Prtected Server is fully prtected. This prcess may take several days. Data transfer rates fr the initial Backup cannt be reliably estimated. Typically, if inadequate bandwidth is available fr the given capacity, it culd take many days, even weeks, t cmplete the Initial Backup. Features The fllwing features are standard with all service levels f Managed Backup and Replicatin: Jb Definitin TekLinks will help define and create backup jbs based n input prvided by the Custmer, including data backup selectins, jb scheduling, jb frequency and backup retentin time frames. Data Restratin Custmer shall have the ability t perfrm self-directed restres f data. TekLinks assumes n respnsibility fr the lss f data fr restres that verwrite live data. If Custmer requests assistance with restratin f data, additinal charges may apply. At Custmer s request, TekLinks will prvisin User accunts that will allw the Custmer t access the Webbased file restre applicatin and the administratr cnsle applicatin (available fr dwnlad). Each User accunt will be secured with a cmplex passwrd. TekLinks will prvide a User Guide that explains hw t perfrm the file restre prcess. Custmer is respnsible fr safeguarding the User accunt infrmatin. It is imprtant t nte that restre times ften exceed the duratin f the riginal backup time, especially acrss slw cnnectins. Netwrk perfrmance, data, cmpressibility, and end user systems may affect restre times. Shuld TekLinks, as part f its mnitring functin, bserve any unusual, abnrmal r excessive number f restre requests, TekLinks reserves the right t cntact Custmer and require mdificatins t prcedures and behavir in this area. Restre Services TekLinks will be respnsible fr restring data within the requirements f this SLA. Custmer will bear respnsibility fr getting server and applicatins up and running. TekLinks reserves the right t bill custmer at standard rates fr prviding additinal assistance relating t a restratin request. Restratins perfrmed frm the web interface will nt include riginal ACLs r security permissins. Restratins requiring riginal security permissins will necessitate that TekLinks initiates a restre r uses the backup applicatin s administratr cnsle. Custmer data cntained within a backup jb that has expired r has exceeded defined retentin cannt be recvered. Encryptin Data is encrypted in transprt and at rest. The data is still visible and accessible by any TekLinks backup administratr. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 2 f 7

3 Managed Backup and Replicatin SLA Service Level Metric All backup and restre tickets will fllw the nrmal ticket flw and will be treated as best effrt fr recvering r backing up client data. Availability Dependencies The availability f Service is dependent n the existence f a suitable netwrk transprt frm TekLinks t User(s). TekLinks als reserves the right t limit Service availability in the event that necessary Service Cmpnents are either unavailable r unattainable at a reasnable cst t TekLinks. Service is als dependent upn the fllwing: The maximum size f any single file the Service can supprt n a Prtected Server is equivalent t the maximum supprted file size f the client file system. Vlume Snapsht Service (VSS), als knwn as Vlume Shadw Cpy Service, is required t handle pen files fr TekVault backups. VSS must be prperly enabled n Micrsft servers Machines backed up must have an perating system higher than Windws The Managed Backup and Replicatin engineering team will prvide a matrix f supprted sftware and cnfiguratins. Firewall rules r ther custmer envirnment cnfiguratin may be required t supprt certain advanced features such as item level Exchange restres. Adequate netwrk cnnectin speeds must be available (depends n vlume f data t be backed up). The cnfiguratin settings f certain utbund prts that must be pen in rder fr transprt t take place. VMware backups require the VMware envirnment t be functining. Apprpriate disk space must be available n the System drive (usually C: drive). An apprpriate windw f time must be alltted t cmplete the backup (depends n vlume f data t be backed up). TekLinks requires Custmer t maintain a suitable standard f equipment that sufficiently supprts the nrmal peratin f ur backup applicatins. Each Prtected Server must meet the fllwing system requirements in rder t effectively utilize the Service: A cntinuusly available Internet cnnectin with an uplad speed sufficient t transfer all daily changes within the backup windw Cmpatible server versins currently supprted by Micrsft r Linux NTFS r NTFS 5.0 file systems Pentium III r faster CPU technlgy 128 MB f free memry under nrmal lad The greater f 150 MB r 5% free disk space, 6 GB r mre required fr Windws Server 2003 System State backups Custmer must have sufficient bandwidth t transfer the daily change data within the specified backup windw. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 3 f 7

4 Managed Backup and Replicatin SLA Limitatins The fllwing limitatins apply t this Service: TekLinks will nt be respnsible fr any failure n Custmer s part t prperly install sftware. TekLinks will nt be respnsible fr any mdificatins made t the Backup Agent by the Custmer. The Managed Backup and Replicatin Service is designed t prvide service t server and wrkstatin perating systems. TekLinks reserves the right t refuse delivery f service t equipment deemed utside the target f the prduct such as, but nt limited t, mbile devices, hme users and equipment ther than cmputers. If Server is n-net but nt within a TekLinks data center then Custmer will be respnsible fr supplying suitable envirnment fr Server(s) and prviding cnnectivity frm Server(s) t nearest TekLinks netwrk pint. If Custmer netwrk gear is nt managed by TekLinks then Custmer will be respnsible fr ensuring that Server(s) can cmmunicate with the TekLinks backup platfrm. If Custmer netwrk gear is whlly managed by TekLinks then TekLinks will be respnsible fr ensuring that Server(s) can cmmunicate with the TekLinks backup platfrm. During Standard and Planned Maintenance Windws, restre peratins and backup peratins are nt pssible. Restratin SLA The Restratin SLA is measured frm the time a ticket is pened requesting a restre f Custmer data until the time that a restratin jb is started. Due t the ptential variatin in restratin jb sizes, n guarantee can be made as t when the restratin will be cmplete. During Frce Majeure Events, the Restratin SLA will nt apply. Fr the emergency gal t apply, the request must be received ver the phne, either during r after business hurs. Custmer must state that the restratin request is an emergency and this must be nted as such in the restratin request ticket. The emergency gal shall nt apply fr an unstated emergency request. Restratin Time Gals 1 hur fr emergency 4 hurs fr standard Each failure t meet the gal qualifies Custmer fr a Service Credit f 10% f MRC per event. Service Optins The fllwing ptins may be added t the Managed Backup and Replicatin Service. Descriptin f Service ptins in n way entitles Custmer t the feature, unless specified by TekLinks and Custmer in the signed Qute r signed evaluatin f a Service Change request. A separate SLA r Statement f Wrk may apply t such ptins and may have additinal csts assciated with them. Optins belw may nt be cmpatible with all variants f Managed Backup and Replicatin Service. Data Dmain Replicatin The Data Dmain Replicatin service will prvide a remte, ffsite replicatin pint. This multi-tenanted service will prvide an ffsite target fr remte backup strage fr Data Dmain appliances deplyed n premises. This service includes the capability t prvide the n premise Data Dmain appliance n a recurring basis. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 4 f 7

5 Managed Backup and Replicatin SLA Data Dmain strage will utilize encryptin at rest fr all custmers. Encryptin at rest n the custmer equipment is ptinal and has n bearing n the replicatin service. Data Dmain Replicatin Availability Dependencies Custmer needs a business class internet cnnectin adequate fr the size f the data being replicated. Service is limited t Data Dmain appliances. Custmer will need BOOST and Replicatin licenses and if required, Encryptin license. Custmers must be n DDOS 5.5 r higher. This service includes data replicatin and strage nly and replicatin in either directin nly; des nt cver recvery and rebuilding, cnnecting t a new envirnment. Extra cst invlved fr field services. Special Backup Agents The Managed Backup and Replicatin Service has the ability t back up the special applicatins and Server cnfiguratins listed belw: Micrsft SQL Agent Micrsft Exchange Agent Micrsft Cluster Agent Oracle Agent IBM DB2 Agent Ltus Dmin Agent Micrsft SharePint Agent These special backup agents may nt be cmpatible with every Server cnfiguratin. Backup cnfiguratin with these agents will be cnfigured n a best effrt basis. Backups fr ther databases such as MySQL and PstgreSQL may be pssible; backup cnfiguratin supprt will be prvided n a best effrt basis. Restratin f backups made with these agents may require dwntime f the Custmer Server and/r applicatin. The Managed Backup and Replicatin engineering team will prvide a matrix f supprted sftware and cnfiguratins. Custm Retentin Schedules Custm retentin schedules are available upn request, but additinal charges may apply. Additinal Ethernet Prts fr Backup Traffic TekVault perates using yur existing netwrk infrastructure; n dedicated backup netwrk is required. Backup Seeding Fr certain prducts TekLinks may be able t pre-seed backup platfrm with custmer data. If successful this data pre-seeding may dramatically shrink the time required t run an initial backup f custmer server(s). Backup seeding may be required t prvide backup services t custmers. If backup seeding is deemed necessary t begin backup services Custmer will be respnsible fr any and all charges incurred t prvide backup seeding services, such as field services time and/r shipping csts. TekLinks makes n representatins as t viability r success f such seeding attempts and they are perfrmed n a best-effrt basis. Backup seeding is nt available fr database backups. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 5 f 7

6 Managed Backup and Replicatin SLA On-demand Backups TekLinks can perfrm an n-demand backup at custmer request. On-demand requests fr a Server may be subject t a ne-time fee based n current TekLinks n-demand rates. Such rates may vary dependent n Custmer request r n technical requirements such as the agents required t successfully backup Custmer Server. Custmer will define the retentin time fr the n-demand backup. Custmer will be subject t usage billing at cntracted rate fr n-demand backup data as lng as such data is retained n the TekLinks Service platfrm. Retentin fr n-demand backups shall nt be less than (1) day. On-demand backups are subject t the same terms and liabilities as standard scheduled backups. If Custmer Server is unavailable r des nt cmply with all f the terms herein TekLinks reserves the right t deny Custmer request fr n-demand backup. On-demand requests are subject t time cnstraints based n TekLinks backup platfrm availability. TekLinks reserves the right t refuse Custmer request fr an n-demand backup r t perfrm n-demand backup at a time ther than that request by Custmer. Cmplex Backup Cnfiguratins TekLinks ffers cmplex backup cnfiguratin fr an additinal fee. Service Delivery Requirements General It is Custmer s respnsibility t ensure that all Users are able t cnnect t the Service and are cnfigured prperly. This includes, but is nt limited t, Ethernet switches, Ethernet cabling, wrkstatins, servers, perating systems, and sftware. The custmer is respnsible fr prviding TekLinks up-t-date infrmatin n the lcatin f the data t be backed up and the devices n which the backup agent shuld be installed. TekLinks shuld be ntified immediately f any changes t the lcatin f data. Custmer is respnsible fr ensuring the fllwing client-side cnfiguratin requirements are in place: VSS is prperly enabled n Micrsft servers. Apprpriate disk space is available n the System drive (usually C: drive). Adequate netwrk cnnectin speeds are available (depends n vlume f data t be backed up). Apprpriate windw f time alltted t cmplete the backup (depends n vlume f data t be backed up). Installatin Upn receipt f the signed Qute, TekLinks will prvisin ne r mre f the fllwing fr the Managed Backup and Replicatin Service as required: TekLinks will install and cnfigure Backup Agents unless Custmer elects t install the Backup Agents themselves. If Custmer has elected t install and cnfigure the Backup Agents, TekLinks will prvisin the apprpriate access and strage as well as the apprpriate installatin instructins. Once TekLinks has prvisined the resurces and ntified client that the resurces are available, the Service will be cnsidered active and billing will cmmence. TekLinks will nt be respnsible fr any failure n Custmer s part t prperly Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 6 f 7

7 Managed Backup and Replicatin SLA install sftware. TekLinks will nt be respnsible fr any mdificatins made t the Backup Agent by the Custmer. TekLinks will assist Custmer as necessary in the cnfiguratin and testing f Backup Jbs. If additinal cnfiguratin wrk is required due t limitatins f the Custmer netwrk, TekLinks reserves the right t bill Custmer at currently hurly rates fr additinal cnfiguratin time. TekLinks is nt respnsible fr, and will nt be bligated t prvide, any supprt r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, repair, r integratin f custmer equipment, sftware, r netwrk applicatin int the Custmer s internal netwrk. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 7 f 7