Service Description Data Backup and Restore (DBR) Terremark s Data Backup & Restore provides secure, streamlined online-offsite data storage and retrieval that is highly scalable and easily customizable. Offsite backup is secured with encryption to meet high security standards. Overview... 2 Brief Description of Offering... 2 Business Challenges... 2 Availability... 3 Detailed Description... 3 Product/Service Offering... 3 List of Supported Elements... 3 Gateways... 4 Installation, Configuration, and Support... 4 Default Options... 4 Data Restores... 5 Restrictions... 5 Pricing... 5 SLAs... 5 Service Matrix... 6
Overview Brief Description of Offering Terremark Data Backup and Restore (DBR) is an online-offsite data storage and retrieval service that protects the customers data assets. The customer s data assets (file servers, mail servers, database servers, workstations, etc.) are typically located at the customer s location(s) or at select Enterprise Cloud locations. Within the customer s infrastructure, the DBR appliance (referred to as a Gateway ) will reach out and back up critical mail, database and file data, without agents or human intervention. The Gateway is either: A customer-provided Windows or Linux server, hosting the license-free DBR software that is provided and supported by Terremark. A virtual gateway server created with the customer s Enterprise Cloud environment for environments with less than 500 GB of data. The backup data is stored locally (for fast restores), encrypted, deduplicated and transmitted to the data vaults in the offsite Terremark data center. In the Terremark data center, data is optionally moved from the data vaults to the archive storage (known at BLM, for Backup Lifecycle Management) based on retention rules defined by the customer. Once data is archived to the BLM, it is deleted from the Gateway and the data vaults. All data vault and BLM data is replicated to another Terremark Data Center. 2012 Terremark Worldwide, Inc. All Rights Reserved. 1/2012 For the jurisdictions where the TERREMARK branded services are offered, please see the "Legal Notices" page on terremark.com. 2
Business Challenges s are confronted with numerous challenges with respect to data backup, including: Data backup can be expensive and complex Requires manual effort and oversight Accounting for disparate systems and locations Mixture of physical and virtual systems Ability to reliably recover data after failure Need to maintain security standards Availability Enterprise Cloud For Enterprise Cloud customers, the service is available in the following data centers locations: Culpeper Miami Sao Paulo Data Vault Locations The service backs up customer data in an encrypted format at the following Terremark Data Centers: NAP of the Americas in Miami, FL NAP of the Capital Region in Culpeper, VA Detailed Description Product/Service offering Terremark s onsite backup appliance encrypts and deduplicates your data before securely transmitting for offsite storage. Onboard storage allows for 95% of restores to occur locally, at LAN speeds. Further redundancy is available with a secondary vault, and cost efficiencies can be realized by leveraging lower tier archival storage for historical data. Agentless backup is first performed to an onsite appliance, where the data is deduplicated and encrypted at standards up to AES-256. This onsite encryption means unencrypted data never leaves your facility, helping you address security compliance regulations. Post encryption, the data is transmitted to remote storage vaults at one of Terremark s highly secure datacenters, providing security and reducing WAN traffic. The onsite appliance greatly simplifies recovery, as 95 percent of restores can be accessed directly from the local appliance and restored at LAN speeds via a simple management console. List of supported elements Terremark Backup & Restore supports a wide range of operating systems as well as leading file, mail and database server platforms. Microsoft Exchange Server is supported with full agentless information store backup and restore as well as Message Level Restore that allows self-service restoration of individual emails, folders and contacts. Database servers including Microsoft SQL Server, Oracle and DB2 are backed up hot without affecting end users. Databases are backed up via application programming interfaces (APIs) without accessing the underlying files directly, avoiding issues with open or locked files and removing the need to take the database offline. 3
Operating Systems: Windows 2000/2003/2008, all editions (32- and 64-bit) Windows P/Vista/7, all editions (32- and 64-bit) Mac OS Linux/Unix, all editions though SSH File Systems: Windows (files and System State) Linux/Unix Novell iseries 5 (AS/400) Mail Servers and Database Exchange Lotus Domino Groupwise SQL Server Oracle MySQL PostgreSQL DB2 Other SAP SharePoint Gateways Physical Servers are available in the following configurations: Level 1: supports up to 1000 GB Level 2: supports up to 5000 GB For environments above 5000 GB, multiple gateways can be used Virtual servers can be created within the customer s environment for environments with less than 500 GB of data All resources are shared within the customer s resource pool. hard disk space is typically required. For environments above 500 GB of data, multiple virtual gateways may be used, although it is not recommended. Terremark recommends using a physical gateway for all environments with more than 500 GB of data. Installation, Configuration, and Support All customers receive a 1-4 hour installation and hands-on training session that highlights the features of the DBR service. Terremark will assist in the creation of production Backup sets, typically at least one of each type of backup set (e.g. 1 Exchange, 1 SQL and 1 file backup). As part of the installation and training session, the customer can choose what resources to backup, when to back them up, how data is moved to the BLM archive and for how long the backed up data is retained. 4
Default Options By default, the following parameters are initiated: Local restore where the latest version of all data is stored for faster restores. Replication target to which all data vault and archive BLM data is replicated. Data Restores All restores are manually performed by the customer. There is no charge for restores and the customer can initiate as many restores as are required. As all data is kept online, there is no need for Terremark support personnel to be contacted for restores; however, if needed Terremark support personnel are available to assist the customer with any activity, including backups. Restrictions There are several situations that should be submitted to Custom Engineering Review (CER). These are: configurations requiring more than 30TB. configurations requiring Exchange Backups in a clustered DAG configuration. Pricing All pricing is based on the amount of data stored with the Terremark data centers. This amount is dependent upon the native amount of data in the customer s infrastructure and also on the customer s retention rules. Based upon the customer s data profile and retention rules, Terremark will estimate the amount of stored data required this becomes the customer s commit level. Commit level storage increments are 100GB. s can consume more storage than purchased, however usage in excess of purchased amount will be charged at the rate of 1.3 times the per GB Committed Rate per each additional 1GB of Primary Backup or Backup Archival data stored and billed in arrears. Service Level Agreements The Service Level Agreement (SLA) is applicable to the availability of the DBR Services and Terremark Infrastructure. Terremark provides an SLA for 99/9% availability of Terremark infrastructure. 5
Service Matrix Terremark Managed Hosting provides detailed Service Matrices for each Managed Infrastructure and Managed Application component supported. These detailed Service Matrices are available from a Terremark Sales Engineer assigned to assist in solution development. The following represents the Service Matrix for Data Backup & Restore. For items denoted as, Terremark can provide service billed at $225/hour in full hour increments. A discovery form should be completed and submitted to ecsupport@terremark.com one business day prior to the commencement of any service that incurs additional cost. Service Activities Deployment Management Pre- installation call Data vault assignment and provisioning Registration information forwarding Registration information handling Generate and safeguard encryption key(s) Generate and safeguard service credentials Open outbound port 4401 Provide network connectivity for the gateway Join gateway to domain (if applicable) Set up Webinar session Use Webinar session to conduct installation and training Availability Management ( Event, Incident and Problem Management) Monitoring of individual backup set executions Address failed backup set execution Issues with the data vault(s) Issues with the BLM Archiver(s) 6
Issues with Data Center storage Terremark logs into Gateway to investigate and/or implement fixes Monitoring of gross trends (i.e. non communications) Network issues within the customer s cloud environment Connectivity issues within the customer s cloud environment Target server issues within the customer s cloud environment Application issues within the customer s cloud environment Issues with Terremark- supplied physical Gateways Issues with customer- supplied Gateways Target servers unavailable for backup Virtual gateway unavailable for backup Physical gateway unavailable for backup due to hardware issues Physical gateway unavailable for backup due to non- hardware issues Capacity Management Monitor overall storage utilization Maintain acceptable storage utilization level Monitor circuit utilization Maintain acceptable circuit utilization level Change Management Target servers configuration change Virtual gateway configuration change Data vault configuration change (e.g. upgrade) Move customer between data vaults 7
Security Management Safeguard encryption key Safeguard service credentials Provide secure connectivity between customer s Enterprise Cloud environment and the physical gateway Restrict access to data vaults and BLM Archivers Support Support for the Service Activities listed as Terremark provided are available from 9 am to 6 pm ET, Monday through Friday, exclusive of Terremark-observed holidays, with the following exceptions: 1. Terremark monitoring is provided 24 x 7 x 365 2. Terremark telephone support is provided 24 x 7 x 365 2012 Terremark Worldwide, Inc. All Rights Reserved. The Terremark name and logo and all other names, logos, and slogans identifying Terremark s products and services are trademarks and service marks or registered trademarks and service marks of Terremark Trademark Holdings, Inc., or its affiliates in the United States and/or other countries. Microsoft, Hyper-V and SQL Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. 8