Data Protection Services

Base Level Services: 

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.

Service Level: 

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

 Incident Response:

Severity Description Response Resolution
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
Services Not Included: 
  • Monitoring of success of individual server backups: that is the responsibility of the manager of the server.
  • Backup management services for workstations and laptops.
  • Enforcement of retention outside of individually established and
Customers Served: 
Service Type: