Remote Backup Solution: Frequently Asked Questions

Transcription

1 Remote Backup Solution: Frequently Updated December 2014

2 Contents What is ECi Remote Backup?...3 What Levels of Protection are Available?...3 Why is ECi Remote Backup Important for Disaster Recovery?...3 What Happens After the Data Retention Period is Over?...4 What is Included in my Backup of Level 1 ECi Databases?...4 What s Included in my Backup at Service Levels 2 and 3?...5 Is Equipment Replacement Part of my ECi Remote Backup Subscription?...5 What About Ongoing Power Failures or Internet Outages?...5 What s Included in the Virtual Server Access Option?...6 Can I have Access to My Virtual Server at Any Time All Year Long?...6 How Long Does a Backup Take?...6 What Can Affect the Quality of a Backup?...7 What s Included in the Multiple Backups Per Day Option?...7 What s Included in the Option to Restore to a Second Server?...7 How Do I Initiate a Remote Backup if Disaster is Looming?...7 If I Have Virtual Server Access, Can I Schedule an Emergency Drill?...7 Emergency Procedures...8 What Other Disaster Recovery Plans Should I Have in Place?...8 If an Unexpected Disaster Just Happened, What Do I Do First?...8 If an Unexpected Disaster Just Happened, What Are My Options?...9 If a Disaster is Looming, What Can I Do to Prepare? ecommerce Industries, Inc.

3 What is ECi Remote Backup? ECi Remote Data Backup is a web-based service that securely and automatically backs up the data on your DDMS server on a regular basis. It basically makes a copy and transmits that copy to a secure location, where you can log in to view and restore files as needed. ECi offers this service as an annual subscription according to the terms of a Remote Backup Services Addendum or Agreement. Note: This document is provided as a courtesy to users of ECI s Remote Backup Solutions and offers general answers to frequently asked questions associated with those solutions. This document is not intended to nor shall it be construed to modify the terms and conditions of the applicable Remote Backup Services Addendum or Agreement pursuant to which you have purchased the Remote Backup Solutions. The terms of such addendum or agreement shall govern and apply to your use of the Remote Backup Solutions. What Levels of Protection are Available? Your annual subscription for DDMS may be for one of three different levels of service: Back up Your ECi DDMS databases daily Retain daily backups for the past 30 days Retain monthly and yearly backups for 18 months Back up everything on your DDMS server Retain year-end backups for 7 years Access an emergency virtual server 1 Optional: Multiple backups each day 2 Optional: Restore to a second server 3 1: Database 2: Full Operating System 3: Full Disaster Recovery 1 During emergencies, we can host a virtual server you can access while we load and ship your new machine, so your business can be running again within one business day. You only pay for the days the virtual server is running, including the time to restore your data to and from it. Daily rates apply and will be quoted separately. Monthly hosting is also available. ² Instead of a single backup at the end of each business day, we can back up your data files at several scheduled times during the day, providing an additional measure of protection. 3 ECi techs can help you periodically copy your files to a second, standby server at your office or an off-site location of your choice. With levels 2 and 3, ECi can restore the full system to the replacement equipment, so the new server will arrive with fully restored data and operating system configurations. After delivery, we will help level 3 customers restore data from the virtual server. Why is ECi Remote Backup Important for Disaster Recovery? What if flood, fire, hurricane, earthquake, lightning strike, ongoing power/internet outage, other disaster or server hardware failure prevents your DDMS server from completing orders? That s what we call a down server. To ensure you can get your business back up and running as quickly as possible, it is strongly recommended that you back up your data to a secure location off-site. 3

4 Any dealer can take advantage of ECi Remote Backup for disaster recovery and peace of mind. Within the limits of your subscription, ECi will use commercially reasonable efforts to get you back up and running as soon as possible, typically within one to two business days. However, this Web-based service is critical for those whose business system runs on Windows 2008 Server, since that operating system no longer supports tape backup solutions. What Happens After the Data Retention Period is Over? Depending on your subscription, ECi Remote Backup retains files for a certain period: Daily files for 30 days (available with all service levels) Monthly and yearly files for 18 months (available with all service levels) Yearly for 7 years (available with Service Level 3: Full Disaster Recovery) Once that period is over, the data is no longer available to be restored. These retention periods are usually sufficient for monthly and yearly audit purposes. What is Included in my Backup of Level 1 ECi Databases? If you subscribe to Service Level 1: Databases, ECi Remote Backup retains a copy of everything in your main \DDMS\ directory and any EBS SQL data instances. Assuming you keep your settings and archives in default \DDMS\ volumes, this backup will include the following types of data: Your Customer, Inventory, Vendor and Salesperson/Personnel Databases Your Sales Order Data, including History Your Purchase Order Data, including History Your Accounting Data Your Warehouse Data Your Parameters, both text-based and graphical Your Report Formats Your ECi EBS SQL Data (as currently validated & synchronized) including separate instances for office supplies, furniture, and machine editions. Note: After day-end procedures, a separate nightly backup automatically copies the EBS SQL instances as well as another copy of \DDMS\ volumes and files. Your day-end backup automatically copies the \DDMS\ volumes and files. If you have a secondary server available during a disaster, you can download and install DDMS, and restore your backup files to that server to be up and running, in most cases, in a day. Or, you can have ECi DDMS load the data onto new equipment that meets the system requirements, and in most cases be up and running within two business days of that decision. 4

5 What s Included in my Backup at Service Levels 2 and 3? If you subscribe to Service Level 2 or higher, your remote backup files include: All Your ECi DDMS and EBS SQL data and files described above for Level 1. All of the files installed on your DDMS server, including your operating system. With Service Level 2: Full Operating System, you can restore the files to a secondary server with all of your operating configurations intact, to be up and running, in most cases, in avmatter of hours. With Service Level 3: Full Disaster Recovery, we will also keep all your year-end reports and data backups available for seven years in case of tax audit. During emergencies, you may order us to set up a virtual server you can access while we load and ship your new machine, so your business can be running again, in most cases, within one business day. You only pay for the days the virtual server is running, including the time to restore your data to and from it. Daily rates apply and will be quoted separately as of the date of this revision, they are $400 per day up to $1000 per month. Monthly hosting is also available. Is Equipment Replacement Part of my ECi Remote Backup Subscription? No, only the remote backup service is included in your subscription. We will only charge for equipment replacement in those cases where we agree that it is required in order to get your business back up and running. Replacement is typically only required in the following cases that prevent you from completing orders: Server hardware failure due to age or normal wear and tear prevents the server from completing orders. Natural disaster such as flood, fire, hurricane, earthquake, lightning strike causing such server hardware failure. Ideally, everyone would keep a spare server securely off-site. But if that is not possible, when such disasters strike, you can ask us to provide a replacement server with your data intact and it is typically delivered within one to two business days of your request. Some higher-end equipment may require a special order to replace accordingly. ECi offers an add-on Hardware Maintenance service separately to save on equipment replacement when purchasing a DDMS server. For details, contact your ECi sales manager. What About Ongoing Power Failures or Internet Outages? If you have a generator and enough fuel on-site that keeps your server running and you can still complete orders, you are still in business. In such cases, your disaster preparation has worked. If you don t have a generator on-site, and your power will be out for several days, you may need a virtual server to keep your orders flowing. 5

6 However, what if your Internet service provider has an outage? These will prevent Web orders and PSN transmissions. You can still take orders via telephone and maybe even transmit purchase orders via fax, but this is extremely slow and inefficient. In cases of long-term ISP outages or power failures, your business may do better under Service Level 3: Full Disaster Recovery, where you have the option for virtual server hosting at daily or monthly rates. What s Included in the Virtual Server Access Option? If you have Service Level 3: Full Disaster Recovery, in an emergency we can have a virtual server ready to help you achieve business continuity in most cases within one business day. ECi DDMS will create a DDMS virtual server in our hosting center. ECi DDMS will restore your backups to this DDMS virtual server. ECi DDMS will enable generic printing to file. ECi DDMS will help redirect your ECi Web storefront to the virtual server. ECi DDMS will provide console access for one key operator. Once the server is up and transactions can flow through your ECi Web storefront and the Private Supply Network (PSN), we stay with you through the process of assisting you in getting back to normal business operations. ECi DDMS will work with the key operator to set up additional users and printers. ECi DDMS will propose a strategy for transitioning back to your physical server once services are restored. Virtual Server Access is available at daily rates only if you already have Service Level 3: Full Disaster Recovery. You only pay for the days the virtual server is running, including the time to restore your data to and from it. Daily rates apply and will be quoted separately - as of the date of this revision, they are $400 per day up to $1000 per month. Monthly rates are available for longer-term virtual access. Can I have Access to My Virtual Server at Any Time All Year Long? If you want to use a Virtual Server for longer term than a few days, we have monthly rates available for hosting services separate from the Remote Backup service. With the optional Virtual Server Access add-on for Service Level 3: Full Disaster Recovery, we only set up the virtual server once it has been determined that an emergency has occurred. Daily rates apply. How Long Does a Backup Take? On a T1 or better broadband Internet connection, a typical data set can be backed up in about five minutes. Actual results vary depending on data set size and connection speed and other factors beyond the control of ECi. 6

7 What Can Affect the Quality of a Backup? A number of factors can affect the quality of a backup. For example, keep in mind that TBL Server is supposed to be shut down for all data to be properly backed up. If TBL Server is running, any file or records that are in use may not copy properly, and will therefore be unusable. However, you may be able to restore those unusable records from another backup copy What s Included in the Multiple Backups Per Day Option? If your dealership has heavy transaction volume all day long, you may opt to add on a schedule of multiple daily backups. For example, maybe you want to automatically initiate back up at 10, 12, and 2 every day. What s Included in the Option to Restore to a Second Server? A standby server is the quickest way to keep your business going in case of hardware failure or any disaster that can cause hardware failure. If you purchase or designate a standby server that meets DDMS system requirements, our ECi techs can help you set up your ECi Remote Backup to restore the latest backup files to that equipment. You can schedule this task for a periodic basis. If you have remote backup service Level 1: Database, you will need to have DDMS software installed and periodically updated on this standby server. If you have remote backup service Levels 2: Full Operating System or 3: Full Disaster Recovery, restoring the full operating system and software will require less manual maintenance. How Do I Initiate a Remote Backup if Disaster is Looming? 1. Ideally, make sure no one is using DDMS applications and shut down TBL Server. (Any files or records in use may become unusable. However, you may be able to restore those unusable records from another backup copy.) 2. Double-click the Avamar icon on your DDMS server. 3. Click the Actions menu and select Back Up Now. The backup copy replaces the latest daily backup. If I Have Virtual Server Access, Can I Schedule an Emergency Drill? Absolutely: if you purchased Virtual Server Access in Level 3: Full Disaster Recovery, you can have it set up to do an emergency drill. Daily rates apply. 7

8 Emergency Procedures What Other Disaster Recovery Plans Should I Have in Place? In addition to data and file backups, we recommend having the following disaster plans: Contact information for power and other utility providers Contact information for your phone and internet service providers Contact information for your top wholesalers and vendors Contact and configuration information for any customers or vendors with whom you have an EDI (electronic data interchange) connection for orders and/or invoicing. Note: If you have Virtual Server Access with Level 3: Full Disaster Recovery, we can load an FTP client to keep FTP-enabled EDI customers connected. However, modem and AS2 connections will require custom development. 5. Secondary contact information for all staff. If an Unexpected Disaster Just Happened, What Do I Do First? Some disasters happen with no warning. Some examples include server hardware failure, lightning strike, tornado, earthquake, flash flood, burst pipes, vandalism, etc. These unexpected disasters often mean your DDMS server is completely down. If such an unexpected disaster has just occurred, ECi recommends that you take the following steps to gather information: 1. Assess the usability status of your building (power) and network (connectivity). 2. Assess the usability of your DDMS system: Is your DDMS server able to boot up? If not, check cable connections, and try powering down and back up. Can you successfully log on to your DDMS server and operate applications? Does it have connectivity to common Web sites, including your shopping site? Can client workstations successfully log on and operate DDMS applications? Do you have a working standby server that meets DDMS requirements? 3. Contact your affected local power and/or internet service providers: Do they have any estimation how long the outage may last? What areas still have service so you can use a second or residential location? 4. Contact your affected wholesalers, manufacturers, and other vendors. Will your wholesalers and vendors be able to deliver or drop-ship if you can t? Notify your ECi Technical Support Team of the down server and report the situation. We will help you determine the best plan of action with the goal to get your business running again within one business day. 8

9 If an Unexpected Disaster Just Happened, What Are My Options? 1. If you have Remote Backup Service Level 1: Database: If you have a standby server that meets DDMS system requirements, you can download DDMS software from the ECi Support Portal, and restore your files to the new server from your ECi Remote Backup. You can order a replacement server from us with DDMS installed, and have us restore the files to the new server from your ECi Remote Backup. Notes: The DDMS installation is a separate step from restoring your backup files. This process may take longer than one business day. Higher-end equipment may require special order to replace accordingly. 2. If you have Remote Backup Service Level 2: Full Operating System, a. If you have a standby server that meets DDMS system requirements, we can help you restore the entire system from your ECi Remote Backup. You can order a replacement server from us, and request that we restore the entire system from your ECi Remote Backup. Notes: ifull System Restoration is a much quicker process than the separate DDMS installation and backup file restoration Higher-end equipment may require special order to replace accordingly. 3. If you have Remote Backup Service Level 3: Full Disaster Recovery: If you have a standby server that meets DDMS system requirements, we can help you restore the entire system from your ECi Remote Backup. You can order a replacement server from us, and request that we restore the entire system from your ECi Remote Backup. Full System Restoration is a much quicker process than the separate DDMS installation and backup file restoration Higher-end equipment may require special order to replace accordingly. You can order Virtual Server Access, and in most cases we will have it ready for one key operator to access it online within one business day. If a Disaster is Looming, What Can I Do to Prepare? Some impending disasters, such as hurricanes or wildfires, give you some time to prepare. You can still take steps to keep your business running. You can determine how you will operate through the crisis. You can begin the process of ordering virtual server access if you subscribe to Full Disaster Recovery. You can notify Web shoppers. You can initiate an ad-hoc backup. 9

10 If such a disaster is looming, ECi recommends that you take the following steps: 1. Determine how the crisis may affect your operations. Will your current location have power or a generator and enough fuel to last the crisis? What about broadband Internet? What about phones? Will your wholesalers and vendors be able to deliver product? Is there a secondary location with power, broadband, and phones that you can set up and relocate your server, a few key client workstations, and other resources? If you arrange for standby Internet, you ll need to note the temporary IP address where your Web storefront will connect to your server. If you will be evacuating, will your temporary location have power and a wireless internet connection to allow KeyOp access to a virtual server? 2. Initiate an ad-hoc remote backup of your DDMS data: Ideally, make sure no one is using DDMS applications and shut down TBLServer. (Any files or records in use may become unusable. However, you may be able to restore those unusable records from an earlier or later backup copy.) Double-click the Avamar icon on your DDMS server. Click the Actions menu and select Back Up Now. 3. Contact your ECi Technical Support Team to discuss your options. If you have Remote Backup Service Level 1: Database or Level 2: Full Operating System, you may want to consider temporary relocation of your server and some of your operations to a site that will provide power and connectivity. If you have Remote Backup Service Level 3: Full Disaster Recovery, you can order Virtual Server Access, and we will have it ready for one key operator to access it online within one business day. At your request, ECi DDMS will begin the process of creating a DDMS replacement server to be ready to ship in the event that it will be required. 4. If you know in advance when you are going to take your server offline, notify your customers on Dealer Station, DForce/DForce2 or ECinteractive (see online help). Update home page Site Text as you see fit. Use emarketing Flyers as you see fit. You can send a mass to all account users without including any catalog items. Update Site Down For Maintenance settings to prompt logged-in customers to save or complete their orders before the site will be unable to connect to your server. 10