Service description for Backup SLA
About the Backup SLA
The document describes Backup services that are delivered for IaaS from the Supplier's data center
Dedicated Customer WC
Applies to VM delivered under the Service descriptions "Digital Workplace from the Supplier's Data Center" and "IaaS from Braathe Cloud "
| 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 VM backup | Image backup |
| Method for VM backup with supported Apps | Image Backup + App Aware support for VSS Aware applications, including MS SQL Server. MS Exchange, MS Active Directory, Oracle |
| Default backup retention time | Minimum 21 daily reset points |
| DB Logbackup | Land backup is performed every 4 hours on DB servers with MS SQL Server.
The time for land backup depends on when the last backup is finished. |
| DB Logbackup retention period | Standard 14 days |
| 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 |
| Encryption of data at rest | Yes with the Supplier's encryption key |
| RPO Primary backup | 24h – Standard Policy |
| RPO Secondary backup | 48h – 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. |
| 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:
· Restore complete VM as a copy · Restore complete VM by overwriting the original · Restore of individual file(s) · Restore of database and database land files The customer can choose the method |
| Extended backup preservation | Available as options, see below. |
| 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. |
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 |
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 retrieval 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 |
| Encryption of data at rest | Yes with the Supplier's encryption key |
| 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 |
| Encryption of data at rest | Yes with the Supplier's encryption key |
| 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-located file server
Standard SLA for backup of the customer-located file server (VM) assigned to the Supplier's common platform
| 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 | Agent-based – Full backup of the VM |
| Default backup retention time | Minimum 21 daily reset points |
| Number of copies of backup | 1 |
| Crypto protection | in |
| Encryption of data at rest | Yes with the Supplier's encryption key |
| 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. |
| 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 Archive server
Standard SLA for backup of Archive server
| SLA Point | SLA Value |
| Backup license | Including |
| Backup operation and administration | Including |
| Backup monitoring | Including |
| Frequency | Monthly |
| Backup window | 23:00 - 06:00 |
| Method for the APP WC | Image backup |
| Default backup retention time | Minimum 3 monthly reset points |
| Number of copies of backup | 1 |
| Crypto protection | in |
| Encryption of data at rest | Yes with the Supplier's encryption key |
| 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. |
| Restore capacity/performance | Estimated restore capacity: 40-400 GB per hour depending on system and network connection |
| Restore Methods |
The customer can choose the method |
| Backup storage | Charged based on consumption as read from backup software |
| Restore tasks | All restore-related tasks are charged according to elapsed time |
Backup Community services
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. |
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 September 2023
- Added SLA for backup of customer hosted file server
- Encryption of data that rest is implemented - See SLA tables
- Added SLA for backup of Archive server
