Backup SLA
Service description for Backup SLA
Service description valid from December 2022 for Backup services included in the Supplier's service portfolio.
About the Backup SLA
The document describes Backup services that are delivered for different systems, solutions and services at the Supplier.
Dedicated Customer WC
Applies to VM delivered under the Service Descriptions "Digital Workplace from the Provider's Data Center" and "Infrastructure Services (IaaS) from the Provider's Data Center"
Extended Backup Preservation
Other SLA points similar to Standard above. Extended Backup Preservation results in increased consumption of Backup storage space.
Option 1: 1 year preservation
| SLA Point | SLA Value |
| Daily backup retention time | 30 daily reset points |
| Weekly backup retention period | 3 weeks' backup is preserved |
| Monthly backup retention time | 12 Months backup |
Option 2: 3 year preservation
| SLA Point | SLA Value |
| Daily backup retention time | 30 daily reset points |
| Weekly backup retention period | 3 weeks' backup is preserved |
| Monthly backup retention time | 12 Months backup |
| Annual backup preservation | 3 annual backups are kept |
Encryption of data at rest
Encryption of backup data can be supplied as an option and activated per backup job with customer-unique encryption keys that are created securely in the Supplier's password vault.
The encryption secures backup data for reading if it is transported out of the supplier's backup platform. Encryption of backup data is ordered in writing to support@braathe.no and will trigger a price surcharge.
Backup profile server
Standard SLA for dedicated user profile servers (VM) and profile containers stored in profile server. Backup Profile server SLA is available to customers who have a dedicated Profile server and provides short-term and limited protection to facilitate the recovery of user profiles during daily operation or in the event of a failure of the profile server.
| SLA Point | SLA Value |
| Backup license | Including |
| Backup operation and administration | Including |
| Backup monitoring | Including |
| Frequency | Daily |
| Backup window | 23:00 - 06:00 |
| Backup method | Image backup |
| Default backup retention time | Minimum 21 daily reset points |
| Number of copies of backup | 2 physical identical copies on different systems and locations: Primary Backup, Backup Copy. Backup Copy is delayed by up to 24 hours |
| Crypto protection | Included on Backup Copy, up to 14 days Immutability |
| RPO Primary backup | 24h – Standard Policy |
| RTO Technical error at WC | Restore begins as soon as possible after the decision on restore operation has been made in consultation with the Customer. Time for a complete restore depends on the size of the VM. Expected restore speed is up to |
| Restore capacity/performance | Estimated restore capacity: 40-400 GB per hour depending on system and network connection |
| Restore Methods | Restore can be performed in different ways depending on the VM:
The customer can choose the method |
| Backup storage | Charged based on consumption as read from backup software |
| Restore tasks | Including up to 30 minutes of work per customer inquiry in accordance with the Service Description for Support.
If a new VM must be created for other than technical reasons (the customer's need for duplicating the VM, etc.), there is an additional charge for establishing the VM and a minimum of one month's rent for the VM, which is run in parallel with the production VM. |
| Restore testing | Carried out at the request of the customer. |
| Historical readability | Storage and backup system guaranteed compatible and readable for 3 years from backup date. |
Backup customer-specific terminal server
Standard SLA for backup of customer-specific terminal server
| SLA Point | SLA Value |
|---|---|
| Backup license | Including |
| Backup operation and administration | Including |
| Backup monitoring | Including |
| Frequency | Daily |
| Backup window | 23:00 - 06:00 |
| Method for the APP WC | Image backup |
| Default backup retention time | Minimum 2 daily reset points |
| Number of copies of backup | 2 physical identical copies on different systems and locations: Primary Backup, Backup Copy. Backup Copy is delayed by up to 24 hours |
| Crypto protection | in |
| RPO Primary backup | 24h – Standard Policy |
| RTO Technical error at WC | Restore begins as soon as possible after the decision on restore operation has been made in consultation with the Customer. Time for a complete restore depends on the size of the VM. Expected restore speed is up to |
| Restore capacity/performance | Estimated restore capacity: 40-400 GB per hour depending on system and network connection |
| Restore Methods | Restore can be performed in different ways depending on the VM:
The customer can choose the method |
| Backup storage | Charged based on consumption as read from backup software |
| Restore tasks | Including up to 30 minutes of work per customer inquiry in accordance with the Service Description for Support.
If a new VM must be created for other than technical reasons (the customer's need for duplicating the VM, etc.), there is an additional charge for establishing the VM and a minimum of one month's rent for the VM, which is run in parallel with the production VM. |
| Restore testing | Carried out at the request of the customer. |
| Historical readability | Storage and backup system guaranteed compatible and readable for 3 years from backup date. |
Backup Community services
Secure Storage (Shared File Server – End of Sales service)
| Policy element | Verdi | Description / Comment |
|---|---|---|
| Main backup method | File backup | First backup of new files that have occurred since the previous backup, then backup of changes since the last backup of the file |
| Main backup frequency | Daily backup | |
| Main backup retention time | 365 days after file deletion | |
| Main backup replica / copy | 1 Geo-redundant | Daily copy of backup Georedundant location |
| Number of versions of files | 10 versions of changes | Deleted files are retained during the retention period
New file version in backup occurs when changes have been made to the file since the last time it was backed up. |
| exclusions | Ja | Open files, temporary files |
Exchange
| SLA Point | Setting | Description / Comment |
| Exchange Trash | 30 Days | User can retrieve mail items even up to 30 days after removal from «Deleted Items folder» |
| Exchange Offline Mailbox | 6 months Withholding | Automatic deletion after 6 months. |
| Exchange Archive | 4 copies annually | |
| Exchange Archive retention time | 1 years | Return from archive is billable. |
SharePoint Multitenant in the Supplier's Data Center (End of Sales)
| SLA Point | Setting | Description / Comment |
| SharePoint Content Database | Daily + land backup every 3 hours | Standard DB policy |
Microsoft 365 Backup
Applies to Microsoft 365 Backup as including in the Supplier's service packages for Digital Workplace.
The Vendor backs up the Customer's Exchange (email), SharePoint, Team and OneDrive data stored in Microsoft Data Centers on a daily basis. Backup is taken to the Supplier's data centers
Daily backup is kept for 365 days in the form of change backup. Data can be recovered to Microsoft Online systems, or to the Vendor's data centers.
Recovery is included with up to 30 minutes of work per. inquiry.
| SLA Point | SLA value |
|---|---|
| Backup method | Snapshot based backup |
| Backup Objects | Exchange mailbox, OneDrive, Sharepoint, Teams |
| Automatic inclusion of new users | Ja |
| Data excepted from backup | Yes, Teams Chat messages are exempt. |
| Backup frequency | Daily |
| Storage backup history | 1 years |
| Storage | Storage is invoiced according to actual consumption |
Notice of change December 2022
- Fixed SQL DB land frequency from 120 to 240 minutes which is correct value in operation. Precise time for land backup
- Added SLA for backup of dedicated Profile Servers
- Added SLA for customer dedicated Terminal Server
- Added SLA for Microsoft 365 to bring service description in line with Q2 2022 notification
- Changed text for End of Sales services: Secure storage (Shared File Server) and SharePoint
- EOL Service: Skype for Business removed
- Clarifications and correction of various typos
