Service Level Agreement (SLA)

Transcription

1 Header text here Service Level Agreement (SLA) Backup Pro 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 Pro 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. Formally, the clock starts during the agreed time of service window with the reception of the fault report and ends with the time recorded for the first steps taken towards a solution. SLA Start Date The SLA starts when the Customer orders the Services. If Customer uses the Services beforehand, the SLA will be valid from that moment onwards independently of the order date. 01/2011 Arcplace AG Page 1

3 3 Features of the Backup Pro Service The main features of the Backup Pro Service are: Quick reference Continuous or scheduled Backup Online and optional local storage Incremental, unlimited versioning Data compression and de-duplication Background validation and verification Centrally manageable alerts and reports High Performance Byte Differential: Only new data is transmitted and stored Unlimited file size and versions Background operation Scalable from 1 to computers Reliable Restore By date, time or version From the Arcplace Datacenters or from the optionally-configurable local storage Admin or desktop user-initiated Web restore with a web interface File search High Security Storage in the highly secure Swiss datacenter of Arcplace Datacenter is compliant with Swiss banking regulations (FINMA) Encrypted before transport 448-bit data encryption 4 Components of the Backup Pro Service The Backup Pro service is a fully automated online backup service. It was developed specifically to protect data from Desktops and Laptops. 4.1 Backup Pro Service Installation For customers who purchase the Backup Pro service through the Arcplace website, Arcplace offers a downloadable for the installation on the customer s computer(s). The provisioning of the Backup Pro account and the allocation of online storage in the Arcplace datacenters are performed automatically. For customers who purchase the Backup Pro service through the Arcplace sales organization, Arcplace offers a remote or on-site installation (depending on the contractual agreement). The provisioning of the Backup Pro account and the allocation of online storage in the Arcplace datacenters are performed by Arcplace engineers. 4.2 Backup Pro Client Software The Backup Pro Client software should be installed and configured on each computer with data to be backed up. Backup data is transmitted in encrypted and compressed format to the Arcplace datacenters whenever the computer is connected to the Internet. 4.3 Backup Pro Client Configuration Backup Pro Client settings can be centrally configured and distributed by using an administrator interface. The following settings can amongst others be defined in the Backup Pro Client software: Settings Which files and folders to back up 01/2011 Arcplace AG Page 2

4 Backup interval and versioning Exclude file name pattern Backup status and alarms Configuration of the CPU usage Password modification Restore Selection of files and versions to be restored History Log files edition Backup locations Additional local storage on the computer to be backed up Additional computer 4.4 Backup Pro Web-Administrator The administration of the Backup Pro Service is done through the Backup Pro Web-Administrator interface. The following roles and permissions are available: Role USER MANAGER ADMIN ADMIN RESTORE Permissions Users of the Backup Pro Client (Backup and restore, local settings) View (read only) the organizational structure including suborganizations View / modify all settings in the associated organization and its suborganizations Combined with the ADMIN role will allow restoring data from users in the organization and sub organizations using the Backup Pro Web- Administrator interface The following functions are available in the Web-Administrator interface: Show a summary or detailed view on the state of the data backups Users creation / modification and role assignment (username = address) Creation / modification of the organizational structure Moving of users to another organization Default settings for the Backup Pro Clients Settings for status and alarm notifications Search function on certain user information Password reset 4.5 Backup Pro Encryption The Backup Pro client software encrypts all data to be protected before transmitting it to the Arcplace Datacenter or storing it on the optional local storage. During a restore the Backup Pro Client software only decrypts the data on the Customer computer. 5 Operations 5.1 Customer operation The customer is responsible for the operation of the Backup Pro Service (Backup process monitoring, configuration, restore, etc). For support or questions, the Arcplace Technical Support is reachable according to paragraph /2011 Arcplace AG Page 3

5 5.2 Arcplace Technical Support For technical questions related to the Service, the customer has access to a professional support team during Arcplace s business hours. Support Services Telephone support Remote Support Response time: 24 hours A support phone number is available for technical support requests. This service will be charged. 6 Conditions 6.1 Orders through the Arcplace Website For customers who purchase the Backup Pro service through the Arcplace website, the following conditions apply: The monthly fees are payable quarterly in advance The monthly fees will be charged on the provided credit card on the first day of the quarter (January 1 st, April 1 st, July 1 st and October 1 st ) Technical support will be charged based on the time spent by the Arcplace support team The service can be stopped at any time. After canceling the service online, usage of the service is guaranteed until the end of the quarter following the cancelation request. After cancelation, the customer data is kept in the Arcplace datacenter for 30 days, allowing the customer to retrieve their data if required. Following the 30 days the data will be deleted permanently 6.2 Order through the Arcplace Sales Organization For customers who purchase the Backup Pro service through the Arcplace sales organization, the conditions provided in the offer apply. 01/2011 Arcplace AG Page 4