About Managed Backup

Managed Backup is a cloud-based fully operational backup service for server and client. The service includes technical platform, licenses, storage space, technical support, operation, administration and technical troubleshooting of the backup service

• Based on market-leading backup technology.
• Cloud-based storage in the Supplier's own data centres
• Local backup server with built-in storage for fast access and restore (Not included in Basic subscription.)
• Monitoring of daily backup activity and condition, notification to Customer in case of deviation

Customer-owned backup node

If, when entering into an agreement on Managed Enterprise Backup, the Customer has suitable HW that is desired to be used as a local backup node, it can be selected after the Customer's backup node has been approved by Braathe and follow the points given below. This will then replace the rental nodes in Standard and Plus subscriptions. Own/changed SLA points will also apply

• When entering into an agreement, the equipment must have a minimum of 12 months. remaining warranty and service agreement with manufacturer. Valid manufacturers are currently Dell, Lenovo and HPe
  • If the warranty/service agreement ends during the delivery time, our obligations also end
• Sufficient storage for locally stored backup data secured with minimum HW based RAID 1 or RAID 6
• Sufficient CPU and Memory
• The server must be separate from the customer's other production systems
• The equipment must be dedicated for our use, it is not permitted to run other workloads on the server
• The equipment must have a licensed Windows Server operating system, the previous version of the OS at the latest
• The OS will be reinstalled for our purpose at start-up, regardless of previous use (not included in service establishment) and will be carried out after an elapsed time.
• Other necessary work for preparing the node is also not included
• Server cannot be a member of the customer's Active Directory
• Operation of HW and OS is delivered under Managed Operations Physical Server SKU, SLA and conditions.
• Any subsequent move to a new customer-owned node, or node supplied by Braathe as rent is not included.
• In the event of a breakdown of the customer's backup node, work to restore the node or on-site backup system is not included

Basic subscription

The customer chooses a basic subscription for Managed Backup based on their requirements for backup capacity and functionality

Basic subscription covers access to the Supplier's Cloud-based backup platform as well as operation and administration of this. Basic subscription with local backup server included, also includes hardware rental, licenses and operation, administration and troubleshooting of this. When choosing a customer-owned backup node (See point 1.1), separate rules apply for operation and maintenance of the backup node itself.

1. Does not apply to customer-owned backup nodes.

Device subscription

The customer is additionally charged a unit price per supported physical machine or VM protected by the backup solution. The unit price depends on whether it is a client or server backup and whether it is a physical or virtual machine.

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.

Managed Backup SLA

Backup Policy

The solution is delivered with the standard Backup Policy (job definition) as follows:

The customer can order a customized backup policy by writing to support@braathe.no

Procedures

Backup land and Status report

The customer can request that the daily backup status be sent to the specified e-mail address.

Ordering Backup for agent-based backup

The customer is himself responsible for ordering backups of devices that cannot be detected automatically. Written order is sent support@braathe.no

Data copying

Copying of data to a medium other than the Customer's usual operating systems can be carried out on the Customer's order. Ordering such copying must be in writing and the order must be made by the Customer's authorized personnel in accordance with guidelines from the Norwegian Data Protection Authority. Copied data can only be handed over to the Customer's authorized orderer. The supplier cannot hand over data directly to a third party. Copying is carried out after elapsed time in accordance with "Hourly-based Consulting Services"

Prerequisites and technical requirements

Supported systems

Managed Backup supports the backup of systems that are also supported by Veeam, OS manufacturer and Hypervisor manufacturer.

• Backup of client/server/VM is supported according to the current "Supported Systems" matrix from Veeam: https://www.veeam.com/backup-replication-system-requirements.html
• Stand-alone client, physical server with Windows or Linux that is supported by the operating system manufacturer.
• VMWare virtualization environment:
  • Host(s) licensed with vSphere and vCenter installed and available and within current support at VMWare and Veeam at the same time.
• Microsoft Hyper-V virtualization environment:
  • Host with Hyper-V versions that are within current support at Microsoft.
  • Cluster managed with Hyper-V manager/Windows Failover Cluster Manager
  • Cluster managed with System Center VMM
• Application Aware backup:
  • Supported Systems According to https://www.veeam.com/backup-replication-system-requirements.html

If a system at the Customer's falls outside of support, the Customer himself is responsible for updating his systems to come within support. The supplier must notify the customer if deviations are detected in relation to supported systems.

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 firewalls, 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 time has elapsed in accordance with "Hourly-based consulting service".

Pricing and invoicing

The service is charged with 1 month's subscription fee for establishing a basic service and ordered additional services. Any technical set-up and other assistance will be invoiced on an ongoing basis according to the Supplier's current hourly rates. The service is invoiced from the time of establishment.

The current service price is indicated on the Supplier's website. The service is charged as follows:

• Basic cost according to selected service level per month
• Unit price per client/server/virtual server per month
• Unit price per storage node, per month
• Data storage in the provider's cloud, per gigabyte per month

The billing period is 3 months at a time.

Duration, renewal, termination and termination

Duration and termination

The service is delivered with a main period of 36 months after start-up. The main period runs from the first backup of the Customer's systems. At the end of the main period, the service switches to a three-month rolling agreement.

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 with a 30-day deadline before the termination date in accordance with section 5.3 Copying data. 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 with this as an hourly consultancy service at the request of the customer.