Service description for Cloud Connect Backup

Service description valid from 01.11.2022

About Cloud Connect Backup

Cloud Connect Backup is a cloud-based service for storing the Customer's backup data to the Supplier's data centres. The service provides the possibility of external storage for customers with their own backup solution based on Veeam Backup & Replication where the primary backup is stored in the customer's own solution.

The service includes the storage platform, licenses, storage space, and technical error correction of the Supplier's platform

• Based on market-leading backup technology.
• Cloud-based storage in the Supplier's data centers in Norway
• The customer owns and operates their own backup solution based on a licensed and supported version of Veeam Backup & Replication.

Basic subscription

The customer chooses a basic subscription for Cloud Connect Backup based on their requirements for backup functionality

Basic subscription covers access to the Supplier's Cloud-based backup platform as well as operation and administration of this.

Device subscription

The customer is charged a unit price per physical machine or VM protected by the backup solution based on the Cloud Connect add-on from Veeam.

General terms

The service is provided under the applicable General Terms and Conditions as published on the Supplier's website. If there is a conflict between the General Terms and Conditions and this Service Description, this Service Description takes precedence.

Other Conditions

The service is delivered in accordance with the conditions in the Supplier's current Service Description "Support" and "Hourly-based Consulting Services" as published on the Supplier's website.

Cloud Connect Backup SLA

Backup Policy

The customer is himself responsible for defining the backup policy for the Supplier's cloud storage and setting it up.

The supplier can assist with setup based on elapsed time in accordance with "Hourly-based Consulting Service" with a written order to support@braathe.no

Procedures

Encryption of stored data at the Supplier

The customer is himself responsible for switching on the encryption of data that is stored with the Supplier. If encryption is switched on, the Customer himself is responsible for securing and taking care of his own encryption key.

Prerequisites and technical requirements

Operational responsibility backup

The customer himself is responsible for all operation, maintenance and error correction of his backup solution, including that backup data is copied to the Supplier's Cloud Connect Backup

Supported systems

Cloud Connect Backup supports the storage of backup data from the licensed version of Veeam Backup & Replication

• The customer's version of Veeam Backup & Replication must at all times be equal to or lower than the Supplier's version, however no more than a major release back in time
• The Supplier will notify the Customer via e-mail with 1 month's notice when the Supplier's program version is to be upgraded to a new version, with the exception of security-critical updates which can be implemented immediately and with notification afterwards

If the Customer's backup system falls outside of support ref point 6.2, the Customer himself is responsible for updating his systems to come within support.

The supplier can assist with upgrading based on elapsed time in accordance with "Hourly-based Consulting Service" with a written order to support@braathe.no

Access and configuration at the Customer

The customer is responsible for arranging their systems so that the backup system functions as intended. This includes, but is not limited to, creation of necessary accounts and access, configuration of physical and virtualization networks, port openings in firewall and more. The supplier submits a specification for this when ordering the backup service.

The supplier can assist the customer with necessary adaptations after the elapsed time in accordance with "Hourly-based consulting service" with a written order to support@braathe.no

Pricing and invoicing

Per month:

• Basic cost according to the selected service level
• Unit price per server/VM
• Consumed storage in the provider's cloud GB/month

Duration, renewal, termination and termination

The main period for the service is 12 months with automatic renewal for 3 months at a time. The main period runs from the first backup of the Customer's systems.

Resignation

The agreement can be terminated prior to automatic renewal with 90 days' notice. Termination is sent in writing to sales @braathe.no

termination

The customer's access and data are deleted upon termination of the agreement. If the Customer wishes to copy data prior to deletion, this must be ordered in writing 30 days in advance. Costs for copying are charged to the Customer after the elapsed time in accordance with "Hourly-based Consulting Services" as well as the necessary material for the assignment.

Limitations

The solution is at all times limited by the functionality and options available in the Backup software used as well as limitations in the Customer's systems that are backed up.

The backup solution significantly reduces the likelihood of data loss, but is not to be considered a guarantee that data can be reconstructed under any given situation. The customer must assess their own need for any insurance that covers data loss.

The customer himself is responsible for correcting errors or deficiencies in his systems that prevent the backup from working properly. The supplier can assist as an hourly consultancy service at the request of the customer.