Installation, maintenance and support of the backup infrastructure including D2D, tape and media agent systems; assist with agent installations; assist with area restores; trouble shooting backup/restore issues; storage policy definition and implementation; backup reporting for customer distribution; determination of backup storage and tape requirements; management of offsite storage and media; based on customer written specifications for service and schedule information.
Availability: 99.621%, 24x7
Service Request Response:
|Service Request||Description||Response||Design and Assessment|
|Routine Request||Non-incident request for adding clients, configuring new service or other changes||8 business hours||3 business days|
|Critical Incident||An incident or request that has a major impact on production backups or restoration of production operations||1 hour||8 hours|
|Routine Incident||An incident or request impacting non-production service or minimal to no impact on production operations||4 business hours||8 business hours|