BTInet Backup-to-Disk Managed Backup Service (EMC Avamar) Service Level Agreement (SLA) Table of Contents

Transcription

1 BTInet Backup-to-Disk Managed Backup Service (EMC Avamar) Service Level Agreement (SLA) Table of Contents 1 GENERAL OVERVIEW SERVICE DESCRIPTION ROLES AND RESPONSIBILITIES BTINET RESPONSIBILITIES CUSTOMER RESPONSIBILITIES REQUESTING SUPPORT AND SERVICE CHANGES HOURS OF COVERAGE CONTACT METHODS RESPONSE TIMES MAINTENANCE AND SERVICE CHANGES CHANGE MANAGEMENT PROCESS PLANNED SERVICE NOTIFICATION PROCESS EMERGENCY SERVICE NOTIFICATION PROCESS E Interstate Ave. PO Box 5540 Bismarck, ND 58503

2 General Overview This is a Service Level Agreement ( SLA ) between BTInet (the provider of the service) and the Customer (the user of the service) to document the following: The service(s) that BTInet provides to the customer The responsibilities of BTInet as a provider of the service The responsibilities of the customer as a user of the service The general levels of response, availability and maintenance associated with the service(s) The process for requesting services and support The SLA covers the period while the customer is a subscriber of the service. The SLA may be reviewed by BTInet at least annually and may be revised as required by BTInet. In lieu of a review during any period specified, the SLA will remain in effect. If revisions to the SLA and/or the underlying services are made, BTInet will provide an updated SLA to the customer upon final approval by BTInet management. The customer will have the option to terminate the service without penalty if they do not agree with the terms of the updated SLA. Service Description General Description of the Service BTInet s managed firewall service is a prerequisite for any BTInet Managed Backup Service. Backups of the customer s servers will be performed once per day. A one-time full backup of the system is performed during the initial backup. Only changed bytes are backed up after the initial backup. Daily backups are coalesced into a full backup automatically by the Avamar software. BTInet reserves the right to change the day of the week or time of day that the customer s full backups are performed to optimize system performance. BTInet will work with the customer to make sure any changes do not adversely impact the customer s business. The retention period for backup data will vary with the service subscribed to by the customer. Under no circumstances will the recovery of any backup data be possible once the retention period has been reached. All backup equipment is located in BTInet s backup vault. This is a separate building from the primary data center and is connected to the primary datacenter via BTInet s private fiber network. Upon completion of the backup process, the customer s backup data will be located off-site in BTInet s backup vault. Backup status will be checked by BTInet administrators daily. Failed backups will be re-run during the next day s backup window. Recoveries of any kind will require the assistance of BTInet technical staff. Page 2 of 5

3 Roles and Responsibilities The roles and responsibilities below pertain to BTInet as the provider of the service and the Customer as the user of the service. BTInet Responsibilities BTInet will install the EMC Avamar Client on the customer s server. BTInet will configure the EMC Avamar Server to backup the customer s data. BTInet will inform the customer of the backup schedule for their servers. Upon completion of the first backup, BTInet will run a test restore to the customer s server. BTInet will inform the customer of any failed backups. BTInet will perform all restores for the customer. Restores requiring more than 1 hour of staff time may be billed at our standard labor rates for the additional time necessary depending on the reason for the restore. BTInet will monitor and maintain the overall health and operation of the backup system. BTInet will notify customers via of any failures of the overall backup system. BTInet will perform maintenance of the overall backup system as required. Customer Responsibilities The customer is responsible for making sure they understand the details of the backup service they have requested from BTInet. It is the customer s responsibility to work with BTInet system engineers to make any changes in the customer environment necessary to resolve backup issues. Page 3 of 5

4 Requesting Technical Support or Service Changes It is BTInet s intention to provide the highest quality, reliable services and support. This section of the SLA addresses the details of how to contact technical support for your services and how to contact sales if you need to add additional services. Only authorized contacts of the Customer have the right to request support or services regarding this agreement. Hours of Coverage BTInet provides 7x24x365 support for our Managed Hosting and Related Services. BTInet sales is available from 8:00AM to 5:00PM, Monday through Friday. Contact Methods On the Web Technical Support via support@btinet.net Technical Support via Phone Hosting Services Technical Support Line US Toll-Free: International: Local: Sales via Response Times During our core business hours of 7:00AM to 5:00PM Central Time, Monday through Friday, BTInet typically provides live transfer to a systems engineer for immediate assistance. For emergency situations outside of core business hours, our Hosting Services Technical Support center will take your contact information and have a systems engineer contact you, typically within 30 minutes. Response times will vary based on the severity of the problem. Requests will be categorized as follows: Critical Severe problem preventing critical business functions o The customer should contact BTInet by phone for critical severity issues o The first available engineer will begin working on the problem immediately o The engineer will continue to work on the problem until it is resolved High Performance of service is degraded or impaired o The customer can contact BTInet by phone, web or for high severity issues o An engineer will begin working on the problem within 4 business hours o The engineer will provide periodic status updates on the problem Medium Important but non-service affecting o The customer should contact BTInet by web or for medium severity issues o An engineer will begin working on the problem within 1 business day o The engineer will provide periodic status updates on the problem General Request General inquiry and other non-critical questions o The customer should contact BTInet by web or for general requests o A response will be provided within 2 business days Page 4 of 5

5 Maintenance and Service Changes All hardware, software and systems need updates on a regularly scheduled basis to maintain reliability, perform at the highest level and meet established service levels. Since these activities may affect system availability, BTInet has defined specific maintenance windows. Refer to the BTInet Maintenance Notifications bulletin for details. Change Management Process BTInet adheres to a strict change management process which includes multiple levels of approval, extensive pre-change preparation and testing, back-out strategy planning and follow-up testing. This process helps to minimize the downtime for customer services. Planned Service Notification Process BTInet will use its standard notification process to inform customers of planned maintenance to the affected systems. Refer to the BTInet Maintenance Notifications bulletin for details. Emergency Service Notification Process Although avoided if at all possible, emergency maintenance could possibly be required. BTInet will use its standard notification process to inform customers of emergency maintenance to the affected systems. Refer to the BTInet Maintenance Notifications bulletin for details. Page 5 of 5