Service Level Agreement (SLA) Arcplace Backup Enterprise Service

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1 (SLA) Arcplace Backup Enterprise Service

2 1. Introduction This Service Level Agreement ( SLA ) forms an integral part of the Agreement between Arcplace and Customer. This SLA describes the Backup Enterprise Services ( Services ) Arcplace will perform for Customer. In case conditions in this SLA should contradict conditions in the Arcplace General Terms and Conditions, the conditions of the SLA have priority. 2. General Definitions Arcplace s Business Hours Monday Friday, 8 am 12 pm and 1 pm 5 pm Central European Time. Arcplace s days of business are Monday to Friday, except on official Swiss and cantonal (Zurich) public holidays. Arcplace Operations Center All problems are to be addressed to the Operations Center as the single point of contact. The Operations Center is staffed during Arcplace s Business Hours, and is responsible either for resolving the problem or for escalating it to the right place. The Customer can use German or English. Service outages must be reported by telephone. Response Time The response time is the time between the arrival of the call at the Arcplace Operations Center and work actually starting on finding a solution. SLA Start Date The SLA Start Date is the date when Customer signs the order. In case Customer makes use of the Services prior to the signing date, this SLA will apply independently of the signing date. 01/2011 Arcplace AG Page 1

3 3. Backup Enterprise Service Summary The main characteristics of the Arcplace Backup Enterprise Service are: Backup Enterprise Service allows an automated and unattended backup process ensuring that data held on PCs, file servers, laptops, and application/database servers is securely backed up and transferred offsite via the backup server. Backup data is transferred offsite to one of Arcplace AG s secure Datacenters located in Switzerland via a secure SSL connection across the Internet. Sophisticated data compression and reduction technologies, data-deduplication and delta proccessing, maximize data transfer over the Internet connection. All data is AES encrypted at Customer site prior to transmission offsite and remains encrypted while at the Datacenters. Encrypted data is held offsite in encrypted format on a dedicated (or shared, as the case may be) RAID disk sub-system which is in turn replicated to a second sub-system in a second Datacenter. Backup Enterprise Service provides an easy to use interface that simplifies the backup and recovery process and provides detailed information about scheduled operations. Centralized configuration of the Backup Enterprise Client software enables a Customer network administrator/it manager to specify exactly what data is to be backed up, ensuring investment is not wasted by backing up unauthorized or unnecessary information. A Customer definable number of backup versions of files can be retained on the backup server disks, for immediate online restore. Backup data can easily be selected and restored online by Customer without the need to locate and identify backup tapes. Customers can perform regular online restores, allowing them to test the integrity of their data at any time. In the event of a major Customer site disaster a portable storage media device such as external hard drive or a Portable Backup Enterprise System can upon request by the Customer be delivered to the Customer site or to a specified disaster recovery site. Help desk support during Arcplace Business Hours. 4. Backup Enterprise Service Components Backup Enterprise Service is a unique alternative to traditional backup methods, replacing conventional tape based systems with a fully automated online solution. It provides agentless, centralized and automated backups of PCs, file servers and application/database servers with secure offsite storage and immediate online restoration. 4.1 Backup Server The Backup Enterprise Service is delivered through a suitably configured backup server, installed on the Customer s network. The backup server configuration will be determined by the specific requirements of each Customer. The key criteria in establishing the specification of the backup server are the size and scope of the Customer network, the number of Customer systems, the mix of applications and operating systems and the quantity of data to be managed. 4.2 Backup Enterprise Client The backup server is a self-contained processing unit that assists in the delivery of the Backup Enterprise Service. It connects to the Customer Local Area Network (LAN) and runs the Backup Enterprise Client Software. 4.3 Customer Network Interface For the TCP/IP protocol the Customer is responsible for providing an appropriate IP address. The backup server supports either static or DHCP addresses. 4.4 Backup Enterprise Client Software The Backup Enterprise Client software runs on a backup server. It utilizes standard Microsoft Windows and Novell NetWare, NFS and SSH, or other networking resources (e.g. SQL Server APIs, Oracle APIs, etc.) to connect to the Customer systems to be backed up and restored. To backup and restore e.g. Exchange and SQL servers, the Backup Enterprise Client Software uses standard Microsoft Application Programming Interfaces (API). 01/2011 Arcplace AG Page 2

4 The Backup Enterprise Client Software is configured and operated using a separate User Console software. The User Console must be installed on one or more of the Customer systems, either Windows, Linux RedHat or Suse. Depending on the Customer network configuration, Arcplace AG may require the Customer to set up appropriate permissions on any network resource requiring backup and restore capabilities. Apart from the User Console, no other Backup Enterprise software is installed on Customer systems, making this an agentless solution that is particularly easy to deploy and support. An exception to this is for granular backup/restore for Exchange or SharePoint. 4.5 Encryption For the security of Customer backup data, the Backup Enterprise Client Software within the backup server encrypts every file it sends with an encryption key provided by the Customer. The files are stored and remain encrypted on the Backup Enterprise System at all times. The decryption process occurs during the restore operation of the backup data by the Backup Enterprise Client Software. This ensures that all backup data transferred and stored outside the Customer location is always encrypted. The Backup Enterprise Client Software uses up to 256 AES encryption algorithm and can be configured with two encryption keys: Private and Accou nt. Intentional or unintentional changes to the encryption keys will make data stored on the Backup Enterprise System unusable. It is the responsibility of the Customer to supply appropriate values for the private and account encryption keys. These values once entered will not be required again except in the case of a reinstallation of the Backup Enterprise Client Software or a bare metal restore or a disaster recovery situation where the backup server must be re-configured. IMPORTANT: The Customer is responsible for storing their original encryption keys in a secure location. Loss of the keys will prevent recovery of the backup server and the Customer s backup data. Arcplace has no knowledge of the Customer s encryption keys and no method nor manner to recover them Private Key The private key is the default; used by individual backup server to encrypt data before it is transmitted to the Backup Enterprise System at the Arcplace Datacenter. Backup files that are unique to a backup server are encrypted using the backup server private key and stored in that backup server private library area on the Backup Enterprise System Account Key For Customers with more than one backup serveran account encryption key is also defined. The account key is used to encrypt Customer files that are common to multiple backup servers to the same Backup Enterprise System. These common backup files are encrypted with the account key and stored in the account library area on the Backup Enterprise System. Backup server that share a Backup Enterprise System must be configured with the same account key. The Backup Enterprise System uses encryption cookies to verify every connection by the backup server. Cookies are a piece of code generated using the encryption key, but not the key itself. The backup server sends its cookie on every connection request, which the Backup Enterprise System compares with the original received during the initial backup server configuration. This verification process ensures integrity of both private and account keys. After initial configuration the authentication between the backup server and the Backup Enterprise System is transparent. Both private and account encryption keys can be up to 32 alpha/numeric characters and are configured during Backup Enterprise Client Software installation. Encryption keys are stored in the Registry in encrypted form, (note: and for Linux based Clients in the Client configuration file in encrypted form) so even if you have full access to the backup server (such as Arcplace AG Customer Support) they cannot be read. 01/2011 Arcplace AG Page 3

5 4.6 Userconsole The User Console is the GUI for the Backup Enterprise Client Software and is operated by the Customer network administrator to define backup sets and schedules, monitor backups and perform restores. The User Console can be installed on one or more of the Customers Windows, MAC or Linux systems. It will be installed and demonstrated during the initial backup server configuration. User Console access is integrated into Windows and Unix networking security. Individual user accounts, or groups of users, can be defined and granted authority to perform different levels of Backup Enterprise Service functions. 4.7 Backup Enterprise Service Setup Arcplace will arrange a convenient time to perform the installation and configuration of the Service. Once the backup server has been installed, Arcplace will work with the Customer to install and configure the Backup Enterprise Client Software. The setup includes the installation and configuration of the backup software, the definition and configuration of up to three different backup jobs and a short administrator training. The generation and upload of the initial backups using a removable/portable harddiskincl. transport to the datacenter will be charged separately upon request. 5. Backup Enterprise Operations The Customer is responsible for the operations of the Backup Enterprise Service. In case of failures or questions the Arcplace support team can be contacted as specified in section 6. All Backup Enterprise operations are managed by the Customer using the User Console. Authority to perform Backup Enterprise operations can be controlled by defining access to authorized users or groups of users, thus preventing backup and restoration of data by unauthorized personnel. 5.1 Backups Backups are based on backup sets that define the scope of the backup operation to be performed. Backup sets are executed to perform the specified backup operation and can be started manually or scheduled automatically Backup Sets A backup set defines the data to be backed up. They can include or exclude files or databases by directories, or by filtering the file type. This allows the Customer administrator to define backup sets that meet precisely the Customer s requirements, thus eliminating the backup of unnecessary data. In addition, these backup sets define the number of retained generations, or versions, of files and databases backed up. This enables the Customer to selectively restore any of the previous versions of files that have been backed up. The default number of generations is set during installation. Multiple backup sets can be defined for the same Customer system. This feature enables the Customer to define separate backups of different types of data on the same system. Multiple backup sets for the same system can also be performed independently. A backup set can only include data from a single Customer system; one or more backup sets must be defined for each system to be backed up. Backup sets are defined in a similar manner for Microsoft Windows, Novell NetWare and Unix file systems and for backups of Microsoft Exchange and SQL Server. This single interface enables efficient administration of the Backup Enterprise Service. Authorized administrators can manually execute ad-hoc backups, however, the normal method will be to schedule automatic execution of the backup sets. 01/2011 Arcplace AG Page 4

6 5.1.2 Open File Backup By default, Backup Enterprise will attempt to backup files that are opened, but not locked, by other applications on the Customer system. The Customer administrator can further configure this functionality, either globally or by individual backup set, to define the method for handling open files and the number of backup re-tries to perform. The User Console provides comprehensive online help information for defining these options. Files that are completely locked by another application, such as Microsoft Outlook PST files, will not be backed up, but the backup server Client Software can work with any third party Open File Manager product (e.g. File Access Manager from VisionWorks Solutions Inc) to back up these locked files. The Message Level Restore (MLR) plug-in can back up contents of locked PST files. All open files that fail to backup are reported in the activity log on the User Console and in the Backup Enterprise status report provided by the backup server Backup Schedules Backup Enterprise has an extensive calendar based scheduler for automatically executing backup sets. Schedules can be defined to execute backups daily, weekly, monthly, or on a more randomly defined frequency. Multiple schedules can be defined, and multiple backup sets can be associated with a schedule. Where multiple backup sets are associated to a schedule, the Customer administrator can define the number of concurrent backup sets to be executed and the priority in which they should be executed. The User Console provides a graphical view of the backup schedules. This allows the Customer network administrator to quickly view the status of the backups and identify any conflicting or overlapping schedules Monitoring Backups The User Console provides extensive monitoring and reporting capabilities for Customer administrators. This includes detailed logs of backup activity, details of all files backed up, error reports and audit trails for all backup and restore activity Initial Data Collection The primary method of backup is over the Internet link between the backup server and the Backup Enterprise System at Arcplace s Datacenter. However, in situations where the initial backup volume is such that a network transfer is impractical, Arcplace will collect and transport it to the Datacenter or will ask Customer to send a removable/portable hard-disk with the initial backup encrypted to Arcplace. Where it is appropriate for Arcplace to manually transport or receive per post the initial backup data, the process will involve removable/portable hard-disk located on the Customer premises and connecting it to the software within the backup server. Initial backups are performed to this removable/portable hard-disk location until an agreed time when the rem ovable/portable harddisk device is disconnected from the backup server and transported to the Datacenter. Once at the Datacenter, the data residing on the portable hard-disk device is imported into the Backup Enterprise System and incremental backups between the Backup Enterprise System and the backup server can occur on a regular basis (either scheduled or on-demand). 5.2 Restore The User Console allows the authorized Customer network administrator to quickly and easily select and restore data. Data can be restored to a remote system, for example, the administrator could use their desktop machine to restore data to a remote server. Multiple restore operations to separate servers can be performed from a single User Console making this particularly suitable for a Help Desk role Local Restore The primary method of data restoration is locally from the backup server local storage. If local storage is enabled, the network administrator can restore the locally stored backup generations from the local storage at LAN speed. 01/2011 Arcplace AG Page 5

7 Note: The amount of data which is stored on the backup server local storage can never exceed the amount of data stored online at the Arcplace Datacenters Online Restore The secondary method of data restoration is online from the Arcplace Datacenters. The User Console provides a Restore Wizard that guides the Customer administrator through the process of selecting and restoring data. The Restore Wizard allows the administrator to search and select files for restore, select the version of the files and choose the target destination for delivery. Customers can be given a granular permission to restore their own data. Having selected the data to be restored, the Backup Enterprise Client Software delivers it across the Internet from the Backup Enterprise System at the Arcplace Datacenters. The Backup Enterprise Client Software then delivers the data to the specified system on the Customer network. As part of the operation all associated security permissions for the data are also restored (if applicable) Portable Backup Enterprise Disk Restore For larger quantities of data, the Customer administrator can invoke the Disaster Recovery Wizard to request that a copy of the backup data be copied to a portable Backup Enterprise disk. The Customer network administrator can then use the User Console to restore the requested data directly from the portable Backup Enterprise disk attached to the backup server to the system being restored. The only data that can be restored from the portable Backup Enterprise disk is that which was specified when initially requested Backup Enterprise Disaster Recovery System Restore In case of a disaster (e.g. loss of entire backup server) a fourth restore option is to request a portable Backup Enterprise System. This could be used as an alternative to the portable Backup Enterprise disk or in a major disaster situation where complete backup data is required. Arcplace will deliver the portable Backup Enterprise DR System to either the Customer s site or an alternate disaster recovery location. The portable Backup Enterprise DR System is then connected to the Customer s or a replacement backup server. Data can then be restored in the same way as for an online restore but with the performance benefit of the portable Backup Enterprise DR System being on an internal backup server. IMPORTANT: The Customer s backup server Client Software and encryption key(s) must be made available for data to be successfully restored. 6 Arcplace Technical Support For technical support the Customer has access to a professional support team. The support team can be contacted by or via telephone during the Arcplace Business Hours. Technical Support Error handling Response time: < 4 hours Intervention time on-site (in Switzerland): < 48 hours Remote support (access must be provided) Telephone support Support efforts will be invoiced based on actual efforts Change requests and requests for information Response time: < 8 hours Intervention time on-site (in Switzerland): < 4 days Remote support (access must be provided) Telephone support Support efforts will be invoiced based on actual efforts 01/2011 Arcplace AG Page 6

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