Play IT Safe. I love that everything just works with Unitrends. Unitrends Disaster Recovery as a Service. Backup, Archiving & Disaster Recovery

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1 Unitrends Disaster Recovery as a Service (DRaaS) Frequently Asked Questions (FAQ) Backup, Archiving & Disaster Recovery Play IT Safe Unitrends Disaster Recovery as a Service (DRaaS) is a white-glove service that ensures your business is Always On, even in the event of disaster. White glove means that Unitrends takes care of disaster recovery (DR) for you, from initial DR planning and backup at your local site to recovery and application spin up in the Unitrends Cloud in the event of a disaster. Read on for answers to Frequently Asked Questions () about the terms and conditions of the service, and details about how the service works. FREQUENTLY ASKED QUESTIONS I love that everything just works with Unitrends. Ben Pearman, USA Volleyball Purchasing Questions 1. How fast will my protected systems be recovered on the Unitrends Cloud in the event of a disaster? Unitrends guarantees a Recovery Time Objective (RTO) of one hour or less for each protected system. 2. What are the purchasing options for Unitrends DRaaS? DRaaS can be purchased as a bundle with your Unitrends Recovery-Series appliance or Unitrends Enterprise Backup (UEB) virtual appliance. Or, DRaaS can be purchased a la carte on a per virtual machine (VM) basis. Contact your Unitrends Sales Rep for specific pricing. 3. What is the payment schedule for Unitrends DRaaS? You may choose to annually pre-pay for 12 months of service, or pay per month for a 12-month term. The contract will automatically renew at the same term and payment schedule unless the customer provides 30-day written change or termination notice. 4. Can I purchase for DRaaS protection for individual servers on a perpetual basis if I have purchased (or plan to purchase) a Unitrends appliance outright? Yes. You can buy DRaaS service on a per VM spin-up basis as an add-on feature to your existing appliance or for a new appliance purchase. Or, if you are a new or existing appliance customer who has purchased No Limits Cloud replication, you can add DRaaS protection at a rate of $200 per VM per month for a minimum 12 month contract. 5. Do I have to purchase No Limits Cloud to utilize DRaaS? No. You can purchase DRaaS protection for each servers as a VM spin-up for $250/VM per month. However, this is limited to 500 GB of storage support for the server. You can add additional storage for the VM at the price of $150 per 500 GB per month. A minimum 12 month contract is required for this option. This option assumes you already have an Unitrends appliance or are purchasing a new appliance. page 1

2 6. Can I protect servers and get DRaaS with the Unitrends Enterprise Backup (UEB) virtual appliance? Yes, you can purchase No Limits Cloud storage replication and DRaaS protection based on a per TB total cloud storage requirement. For your on-premise backup, DRaaS protection is purchased based on standard UEB resource pricing (by sockets or by TB of on-premise protected storage). Contact your Unitrends Sales Representative for detailed pricing. 7. How many of my servers will be protected? For physical appliance, maximum number of included Protected Servers is determined by the size of the appliance (see the following table). For virtual appliance, two Protected Servers are included per TB of protected storage. Additional Protected Servers can be added for a fee. Appliance Model RS RS RS RS RS RS RS RS RS RS RS Maximum Included Protected Servers 8. What if I want to upgrade to a larger appliance size during my term? No problem! We understand that data growth can surpass expectations, so customers can upgrade their appliance at any time during the contract. To complete the upgrade, customers pay a $250 inventory re-stocking fee and sign a new 12-month contract. The payment for the new contract depends on how your previous contract is set up: Customers with an annual payment schedule pay the full annual amount of the new contract, minus a credit for the unused months of the previous contract. Customers with a monthly payment schedule will start paying the updated monthly price of the new contract in 30 days after the new appliance is shipped. 9. What operating systems are supported? The following Operating Systems are supported for DRaaS with the use of Windows Instant Recovery*: Windows 7, 32-bit and 64-bit Windows 8, 32-bit and 64-bit Windows 8.1, 32-bit and 64-bit Windows 2003, 32-bit and 64-bit (SP3) Windows 2003 R2, 32-bit and 64-bit (SP3) Windows 2008, 32-bit and 64-bit * Windows 2008 R2 Windows 2012, 64-bit, all versions Windows 2012 R2, 64-bit page 2

3 Windows Small Business Server 2003 and later, 32-bit and 64- bit Includes SQL Server 2005, SQL Server 2008, SQL Server 2012, Exchange 2003, Exchange 2007, Exchange 2010, and Exchange *Windows Instant Recovery is not supported for Oracle and SharePoint environments, or for Hyper-V hosts. The following Hypervisors are supported for DRaaS with the use of ReliableDR: VMware ESX 4.0, 4.1, 5.0, 5.1, or 5.5 (all editions) VMware ESXi 4.0, 4.1, 5.0, 5.1, or 5.5 with vcenter Server Agent (all editions) VMware vcenter Server 4.0, 4.1, 5.0, 5.1, or 5.5 The most recent version of VMware tools must be installed on guest machines. 10. What are the terms and charges for cancelling or terminating a Unitrends DRaaS contract? To terminate a Unitrends DRaaS contract, provide a written notice to Unitrends 30 days in advance of the desired cancellation date. Customers on a monthly payment schedule will be charged an early termination fee equal to all unpaid monthly subscription fees remaining for the term of the contract. However, if the customer s contract terms ends in 30 days from the receipt of the written notice, no early termination fees will apply. Customers with annual payment schedules do not incur any early termination fees but will not be refunded for any unused portion of the contract term. Customers who purchased the all-in-one DRaaS and appliance bundle must return the appliance to Unitrends within 14 calendar days after Unitrends receives the termination notice. High Level Service and Implementation Questions Additional detail will be provided to customers within the Unitrends Cloud Terms and Conditions documents. 11. What are my responsibilities as a DRaaS customer? Customers who have purchased DRaaS as part of the Unitrends Appliance Bundle or in conjunction with the No Limits Cloud Service abide by all responsibilities set forth in the Unitrends Cloud Terms and Conditions Agreement section Customer Responsibilities. In addition, customers follow these additional specific terms for DRaaS: Onboarding: The customer will facilitate the onboarding process for DRaaS by providing Unitrends with the following information: A list of identified Protected Servers (i.e., hostname and IP address) whose data are to be replicated to the Unitrends Cloud; The respective boot order of the Protected Servers on the Unitrends Cloud in the event of a Disaster; Names and contact information for individuals who are authorized to contact Unitrends to declare Disaster events. 12. What documentation will Unitrends provide to the customer as part of the on-boarding process? As part of the onboarding process and initial disaster recovery testing, Unitrends will prepare for the customer a DRaaS Prep Kit that contains information referencing the Protected Servers and the Disaster Recovery Environment ( DR Environment ) on the Unitrends Cloud. 13. How will the Disaster Recovery plan be written and communicated? Unitrends will provide the DRaaS Prep Kit to the customer for the purpose of preparing their Business Continuity and Disaster Recovery Plan ( BC/DR Plan ). The customer is fully and solely responsible for their BC/DR plan and the use of the Unitrends services as defined by Unitrends Cloud and Disaster Recovery Services. The customer will write, maintain and, when necessary, execute a BC/DR Plan that is specific to their entire company and business. 14. Who is responsible for providing network access? The customer is responsible for providing adequate public network access for any temporary sites or remote users for the purpose of accessing Protected Servers running on the Unitrends Cloud during Disaster Recovery Events ( DR Event ) or Disaster Recovery Testing ( DR Testing ). page 3

4 15. How are encryption keys handled? If a customer encrypts replication data on the Unitrends Cloud, and if encryption keys are required in order for Unitrends to deliver the DRaaS service and meet established the Service Level Agreement ( SLA ), the customer should provide such encryption keys to Unitrends, who will hold such keys and all data protected by such keys in accordance with Unitrends confidentiality and security policy set forth in the Unitrends Cloud Terms and Conditions sections Confidentiality and Security and Encryption. 16. How will access to the disaster recovery (DR) environment be managed? Customers will be allowed to access the DR Environment, which is a secured and isolated portion of the Unitrends Cloud that maintains the Customer s Protected Servers, for a maximum of 30 Days within a 12-Month contract period. This access can be either during a DR event or as part of DR testing. If a customer requires extension beyond the maximum 30-dys for any purpose, additional hosting fees of $1,000 per server per month will apply. 17. How is DR testing scheduled and managed? The customer will contact Unitrends to schedule periodic testing. The date for such testing will be mutually agreed to by both parties. The DR Testing provides the means for the customer to validate their BC/DR Plan and to determine i) if there are any gaps or omissions resulting in changes or updates to the BC/DR plan and ii) if the Unitrends DRaaS meets their RPO/RTO requirements. The duration of all scheduled DR Testing must be within the 30-Day maximum allowed per 12-month contract period as indicated in section Access to DR Environment in the Unitrends Cloud Terms and Conditions. 18. What constitutes a disaster event? In the event of a disaster, where the customer s primary site has become unavailable, the customer contacts Unitrends to declare a DR Event. Upon such declaration of disaster, Unitrends will establish the Customer s DR environment on Unitrends Cloud and provide the customer secured network access to the identified Protected Servers running on the Unitrends Cloud as Virtual Machines ( VMs ) or virtualized computer systems. Customer gets one FREE DR declaration per 12-month contract period. There will be a Declaration of Disaster Fee of $1,000 per declaration for any additional DR declarations within the same 12-month contract period. The customer is allowed to access their DR Environment for a Maximum of 30-Days within a 12-Month contract period without additional charges as indicated in section Access to DR Environment. 19. How are change requests handled? If a customer requires changes such as add/delete/change to Protected Servers or any other aspects of their BC/DR Plan that may impact the DRaaS service, the customer contacts Unitrends to schedule DR Testing, during which the required changes can be implemented and verified. Any changes made during DR Testing may result in additional fees and may require additional purchase orders. 20. How is failover managed? The customer is responsible for managing the re-routing of network data traffic and end-user access to the customer s computer systems from their production site to their DR Environment on the Unitrends Cloud. Unitrends will provide the customer with access to Protected Servers running in the Unitrends Cloud via SSL Client VPN. The customer is responsible for managing any external public IP addresses and updating any DNS settings required for re-routing of data traffic. 21. How is failback managed? To support the re-building of customer s production site, Unitrends will provide to the customer a replacement appliance (equal or larger than the size of the customer s on-premise appliance) containing replication data stored on the Unitrends No Limits Cloud, as well as backup data from the customer s Protected Servers running on Unitrends Cloud during the DR Event. Once the customer has completed the re-building of their production site, the customer will have the option to either return the replacement appliance to Unitrends or to purchase the replacement appliance. In addition, the customer is responsible for managing the re-routing of network data traffic and end-user access to the customer s computer systems running as VMs on the Unitrends Cloud to their new or re-built production site. page 4

5 22. What are the details of the Service Level Agreement (SLA) guarantee provided by Unitrends? Unitrends DRaaS If the Customer has purchased the Unitrends DRaaS service and has been properly onboarded, then the following SLA applies (solely to the customer and not to any third parties): Each customer-designated Protected Server will be able to be recovered and booted up within 1 hour from the Declaration of Disaster from the customer to Unitrends. This shall be referred to as the 1-Hour SLA. If during any DR Testing, Unitrends is unable to meet the 1-Hour SLA, Unitrends reserves the right to troubleshoot and re-conduct the disaster recovery test. If after reasonable efforts, Unitrends is unable to meet the 1-Hour SLA, the customer may terminate their DRaaS Service without any service termination fee by providing Unitrends written notice within 30 days of the failed disaster recovery test. Upon notification of service termination, the customer must return any Unitrends equipment included as part of the Unitrends appliance bundle. If after a declaration of disaster, Unitrends is unable to meet the 1-Hour SLA, the customer may terminate their DRaaS Service without any service termination fee to Unitrends by providing Unitrends written notice within 30 days of the failed disaster recovery test. Or, the customer may, in lieu of service termination, request for a service credit equal to 3 months of the Unitrends Appliance Bundle subscription fee or Unitrends Cloud and DRaaS subscription fees. Customer must submit such requests to Unitrends in writing within 30 days of the failed recovery. Additional Service and Implementation Questions 23. Is the Unitrends Cloud hosted in a secure, certified data center? Absolutely. The Unitrends Cloud is located with an SSAE 16 type 2 compliant data center. For all the details, check out the Unitrends Cloud and SSAE 16 Certification FAQ. 24. In the event of disaster, how does the VPN work for customers to access the Unitrends Cloud? Is the VPN set up set before or after the declared disaster? Unitrends will provide a connection via an SSL VPN appliance. Customer user accounts (logins and passwords) will be set up and tested during the on-boarding process. 25. Does the VPN connect to individual VMs, or a grouped environment? Customer IT admins will authenticate via a web URL (to be provided to customer during the on-boarding process). Once authenticated, the IT admin can SSH or RDP to all VM s in the DR environment. Admins will use the same private IP s or hostnames as their production environment. 26. Does the customer have access only to individual VMs, or can he manage them at the hypervisor level? Customers do not have access to the Unitrends Cloud at the hypervisor level (i.e. VMWare vcenter), but access to VMs and their hosted applications can be set up in advance, and tested, and documented during the on-boarding process. For example, if the mission-critical application is Microsoft Exchange, then a public IP will be provisioned and customer can set up a DNS change to re-route traffic to the disaster recovery (DR) environment during a DR event. 27. Can a customer specify how many processors/ram will be used per spun-up VM? Customers do not have control over how much CPU/RAM is assigned to their VMs. By default, Unitrends provides the VMs with whatever CPU/RAM has been allocated in the customer s production environment. However, Unitrends reserves the right to modify the allocation as needed, based on overall resource requirements on the Unitrends Cloud platform. 28. If a customer s environment relies on firewall settings in their environment, how would that be incorporated with the VPN connection? Is that possible? Yes, customers who require certain specific firewall settings can provide those requirements to Unitrends Cloud Operations during the on-boarding process. Customers will also have the ability to setup multiple VLAN s, but by default Unitrends will only set up one. page 5

6 29. What interface is used to manage the DR environment? Unitrends Cloud Operations will manage the customer s DR environment via the VMware vcenter user interface, but customers will not have access. The Unitrends white glove service takes care of everything. 30. Does Unitrends DRaaS include security and antivirus for the VMs that are spun up in the Unitrends cloud? Security and anti-virus measures for the virtual machines are the customer s IT admin s responsibility. Unitrends does not have any access to the customer s VMs, or in other words, Unitrends will not have admin credentials to log in to the customer s servers. 31. Can I see an example diagram of how DRaaS works? Absolutely. Check out the Unitrends DRaaS Solution Brief. Ready for white-glove Disaster Recovery as a Service? Contact Unitrends Sales today. page 6