Cloud Backup
Service description
05th June 2014
Version 1.01
Yogesh Rami
Tel:
+1-408-567-2085
Mobile:
+1-650-218-7220
Email:
yogesh.rami@dimensiondata.com
Cloud Backup Service Description
Table of contents
1.
Executive summary .......................................................................................................................... 4
2.
1.1. Market drivers for Cloud Backup ................................................................................................ 4
Service description ........................................................................................................................... 5
2.1. Service name .............................................................................................................................. 5
2.2. Service overview......................................................................................................................... 5
2.3. Service differentiator ................................................................................................................... 6
2.4. Service benefits .......................................................................................................................... 6
2.5. Further information URLs ........................................................................................................... 7
3. Service design .................................................................................................................................. 8
3.1. The service ................................................................................................................................. 8
3.2. Service offering ........................................................................................................................... 8
3.2.1. Cloud Backup Essentials ............................................................................................................ 8
3.2.2. Cloud Backup Advanced ............................................................................................................ 9
3.2.3. Cloud Backup Enterprise ............................................................................................................ 9
3.3. Service delivery architecture....................................................................................................... 9
3.4. Commercial model .................................................................................................................... 10
3.5. Service scope ........................................................................................................................... 11
3.6. Service reporting ....................................................................................................................... 12
3.7. Service availability management .............................................................................................. 12
3.8. Service continuity...................................................................................................................... 13
3.9. Capacity management .............................................................................................................. 13
4. Service transition ............................................................................................................................ 14
4.1. Assessment .............................................................................................................................. 14
4.2. Transition in .............................................................................................................................. 14
4.2.1. Service prerequisites ................................................................................................................ 14
4.3. Client take-on ............................................................................................................................ 14
4.3.1. Client take-on manager ............................................................................................................ 14
4.4. Transformation .......................................................................................................................... 14
4.4.1. Client service management ...................................................................................................... 14
4.5. Change management ............................................................................................................... 14
4.5.1. Transition out ............................................................................................................................ 14
5. Service operations ......................................................................................................................... 15
5.1. Service elements ...................................................................................................................... 15
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
Document control
Document purpose
The service description document is an external document that can be shared with clients.
The purpose of the document is to provide clients with a high-level overview of Dimension Data’s Cloud
Backup which is an optional add-on service for its Compute-as-a-Service (CaaS).
Document
Business owner – CSBU
Product owner – Product Management
Document owner – CSBU
CSBU Product Marketing
Revision
Date
Release type
1.0
22 July 2013
Initial release
1.01
13 Jan 2014
Removed Service
Elements not supported
in version 1 release.
Major contributors list
Name
Organisation
Yogesh Rami
CSBU Product Marketing
Pierre Semaan
CSBU Product Management
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
1.
Executive summary
Dimension Data’s cloud services are available across the globe through its Managed Cloud Platform
(MCP), and are accessible via the Internet from anywhere in the world, at any time. Our MCP is built
using industry-leading hardware and software. The platform is fully automated and orchestrated via
purpose-built software, CloudControl. It comprises servers, tiered storage and network elements,
coupled with virtualisation and WAN optimisation technologies, and operating system software.
Through the unique architecture of the MCP, Dimension Data offers three options for Compute-as-aService (CaaS): Public CaaS, Private CaaS, and Hosted Private CaaS. In addition, Dimension Data
offers hybrid solutions that include dedicated server hardware through its hybrid Managed Hosting
offering.
Dimension Data Cloud Backup is an optional add-on to the CaaS service, allowing a CaaS client to be
able to back up their CaaS workloads (virtual machines and data) easily and seamlessly.
Cloud Backup was developed as an integrated backup system that’s ‘out-of-the-box’ available with
CaaS.
1.1.
Market drivers for Cloud Backup
Acceptance of cloud computing combined with the ever-growing demand for cloud power has led to
the increase in cloud adoption and a decrease in clients’ on-premise infrastructure. Also, the advent of
mobility, bring your own device, and the blurring of the line between work and home has led to a
decrease in desktops and an increase in mobile devices accessing business applications and
processing data in the cloud.
Vast amounts of enterprise applications and data being processed in the cloud have created business
continuity issues and a need for backup-and-recovery-as-a-service. Current enterprise options for
cloud backup include extending backup to cover cloud workloads – assuming the architecture can
handle the remote cloud – or implementing backup architecture in the cloud to handle the backup of
cloud applications and data. The best option for enterprises, however, is to use an integrated backupas-a-service from a cloud provider that can cover servers, files and applications with pre-backup
checks, that’s built on superior architecture, and that provides a self-service portal that’s easy to use.
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
2.
2.1.
Service description
Service name
Service name: Cloud Backup
Global product owner: Dimension Data Cloud Solutions Business Unit (CSBU)
Cloud Backup is one element of the Dimension Data cloud suite of services, which includes public,
private, hosted private cloud services and CaaS private network connection (CPNC).
2.2.
Service overview
Dimension Data Cloud Backup is an integrated backup system that’s ‘out-of-the-box’ available with
CaaS. Cloud Backup offers a self-service backup portal to any client buying Dimension Data’s CaaS,
thereby putting the client in control. While CaaS’s resiliency and high availability are perfectly suited
to keeping client workloads running, CaaS protects only current, active data, not historical or inactive
data. Cloud Backup protects workloads running on the CaaS platform in situations such as:
● the accidental deletion of data from a server by a user
● compliance requirements that require high retention of backup
● the user needing to restore a single database on a database server
● the user needing to restore a file from a number of days, weeks or months ago
Provisioning and configuration of Cloud Backup is integrated into the CloudControl portal and
application programmable interface (API). Clients are able to select and purchase Cloud Backup at the
time CaaS resources are selected and purchased, using the user interface (UI) and API which has a
menu of policies appropriate for different classes of enterprise workloads. Naturally, clients can
purchase the service at a later stage if it’s not selected at the initial provisioning stage.
Cloud Backup includes the following components:
● backup and restore systems, files and applications
● self-service portal
● choice of location for secondary data copy from any backup-enabled and configured
MCPs
● visibility into backup status, coverage and success rates
● API addressable – fits in with your enterprise Operations Support System (OSS)
● choice of preconfigured retention periods
● choice of preconfigured backup windows
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
Introducing Cloud Backup
Integrated, Self-Service, Simple
• Integrated into CaaS platform
Dimension Data
Managed Cloud Platform™
Dimension Data CloudControl™
• Dedicated storage
• Integrated sign-up
leapfrog to a best in class
backup success rate
Backup and recover files,
systems and applications.
visibility into clients’ backup
status, coverage and success
rates
Cloud Backup
MCP Location 1
Self-service portal
API addressable – fits in with
clients’ enterprise architecture
Dimension Data
Managed Cloud Platform™
Dimension Data CloudControl™
Cloud Backup
Choice of
Secondary
storage (from
enabled MCP).
MCP Location 2
2.3.
choice of location
choice of retention period
choice of backup window
Service differentiator
Dimension Data Cloud Backup is part of a comprehensive set of cloud services and solutions
designed to help organisations make the transition to the cloud, with robust business continuity
features. Unlike other cloud solutions providers that lack systems integration, managed services
capabilities, deep enterprise technology experience, WAN optimisation, tiered storage and proven
implementation knowledge, Dimension Data has the experience and solution breadth required to solve
organisations’ business continuity concerns that to date have left them with inadequate and
incomplete cloud implementations.
Dimension Data’s Cloud Backup is an integrated backup service, offering backup and recovery for all
CaaS workloads – private, hosted private, and public clouds. In addition, Cloud Backup is managed by
Dimension Data’s innovative cloud management system CloudControl, through which the service can
be provisioned and managed.
Cloud Backup includes three classes of offering – Cloud Backup Essentials, Cloud Backup Advanced
and Cloud Backup Enterprise – which allows clients to choose which set of features is most
complementary to their organisation.
2.4.
Service benefits
Cloud Backup offers various benefits to the CIO/CFO, cloud administrator and server
administrator.
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
2.5.

CIO/CFO
• access to a market-leading, cost-effective backup service for cloud workloads
• pay for what you use, and bill departments appropriately
• support the company’s cloud strategy
• ensure that cloud workloads are better protected than traditional IT workloads
• leverage enterprise-grade service to achieve best-in-class backup success rates
from day one

Cloud administrator
• access to a solid, proven, reliable data backup and recovery platform
• minimise service outages caused by data loss in cloud workloads
• recover an entire server image, a single file or an application
• take advantage of the in-built pre-backup checks and automated recovery testing
to ensure smooth backup operations
• rapid user-driven recovery ensures smooth business operations

Server administrator
• access to an automated, self-service, easy-to-use backup service
• cover all cloud workloads by automating backup provisions
• access to simplified, common backup and restore administration tasks
• leverage enterprise-grade service to achieve best-in-class backup success rates
from day one
Further information URLs
Dimension Data global cloud services
http://www.dimensiondata.com/Services/CloudServices/Pages/Home.aspx
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
3.
Service design
3.1.
The service
Cloud Backup is an integrated backup service, offering backup and recovery for CaaS
workloads. It includes the following components:
•
•
•
•
•
•
•
•
•
3.2.
available to Public CaaS, Private CaaS, Hosted Private CaaS, and Provider CaaS
allows the CaaS administrator to back up and restore operating systems, files and
applications
available via a self-service portal
defaults to primary backup on separate storage arrays co-located in the same data
centre as the MCP
provides a choice of location for secondary data copy
provides clients with visibility of backup status, coverage and success rates
can be provisioned and managed through the CloudControl API, allowing automation
and integration with clients’ enterprise architecture
provides clients with a choice of preconfigured retention periods
provides clients with a choice of preconfigured backup windows
Service offering
Cloud Backup is an integrated component of CaaS. A CaaS administrator can sign up for
Cloud Backup by selecting it as an option in the CaaS administration portal. Cloud Backup
includes three classes of offerings: Cloud Backup Essentials, Cloud Backup Advanced and
Cloud Backup Enterprise. All offerings include the following features:
•
•
•
•
•
•
•
3.2.1.
available to Public CaaS, Private CaaS, Hosted Private CaaS, and Provider CaaS
defaults to primary backup on separate storage arrays hosted in the same data centre
as the MCP
provides a choice of location for secondary data copy
provides the client with visibility of backup status, coverage and success rates
Cloud Backup can be provisioned and managed through the CloudControl API
allowing automation and integration with clients’ enterprise architecture.
provides clients with a choice of preconfigured retention periods
provides clients with a choice of preconfigured backup windows
Cloud Backup Essentials
Aimed primarily at simple workloads, such as Web server and workloads, it includes the following
features:
•
•
allows the CaaS administrator to back up and restore files and/or folders in-place or
out-of-place
files and folder restores are available via a self-service portal
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Cloud Backup Service Description
3.2.2.
Cloud Backup Advanced
Aimed primarily at simple workloads, such as Web server workloads, where the system state
has been customised (for example by adding specific user accounts, registry keys etc.), it
includes the following features:
•
•
•
3.2.3.
allows the CaaS administrator to back up and restore operating system state in-place
or out-of-place.
allows the CaaS administrator to back up and restore files and/or folders in-place or
out-of-place
operating system state, as well as files and folder restores, are available via a selfservice portal
Cloud Backup Enterprise
Aimed primarily at enterprise workloads, such as database or application server workloads, it
includes the following features:
•
•
3.3.
the same capabilities as Cloud Backup Essentials
allows the CaaS administrator to back up and restore the following applications inplace or our-of-place:
• Microsoft® Active Directory
• Microsoft® SQL Server
• MySQL Database
• PostgreSQL
Service delivery architecture
Cloud Backup is an integrated part of the MCP architecture. It comprises the following
components:
1. dual API servers per MCP which allow communication from the CaaS CloudControl
portal (and any other future authorised portal) to the backup system
2. dual backup node service which interfaces between the API server and the
CommVault (backup vendor) Manager
3. dual CommVault Managers per MCP which are used internally by the backup node
for agent registration, scheduling of policy updates, retention policy updates, and
backup status and reports.
4. three (or more, based on volume) CommVault media agents, which are responsible
for the data shipment from agents to the storage; these are scaled in units of three
based on demand
5. backup storage
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Cloud Backup Service Description
6. dual firewalls per MCP which enable the CommVault agent to connect with media
agents and the CommVault Manager without requiring the client to configure the
network path, network address translation or access rules
7. CommVault backup agent installed on the client’s virtual machines; a single agent is
used to back up files, server images and/or supported applications
3.4.
Commercial model
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
Download a detailed definition of Dimension Data Public CaaS pricing guide.
3.5.
3.5.1.
Service scope
Geographical coverage
Geographic
coverage
Name of regional service owner
Dimension Data North America
(Santa Clara, CA; Ashburn, VA)

Dimension Data Cloud Solutions Business Unit
(CSBU)
Dimension Data Europe
(Amsterdam)

Dimension Data Cloud Solutions Business Unit
(CSBU)
Dimension Data Australia
(Sydney)

Dimension Data Cloud Solutions Business Unit
(CSBU)
Dimension Data South Africa
(Johannesburg)

Dimension Data Cloud Solutions Business Unit
(CSBU)
Dimension Data Asia Pacific
(Hong Kong)

Dimension Data Cloud Solutions Business Unit
(CSBU)
Dimension Data Asia Pacific
(Tokyo)

Dimension Data Cloud Solutions Business Unit
(CSBU)
3.5.2.
Vendor / technology supported
Cloud Backup supports the following agents:
File and system state agent (1 per server)
Red Hat Enterprise Linux
Ubuntu
CentOS
FedoraCore
OpenSUSE
SLES
Microsoft® Windows Server
Dimension Data (Pty) Ltd
From version
4
8.10
4
8
11.0
10
2003
To version
6
12.10
6
17
12.2
11
2012
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Cloud Backup Service Description
Application agents (1 per application, multiple
agents can be installed on a single server)
Microsoft® Active Directory
Microsoft® SQL Server (All Editions)
MySQL Database (Linux)
MySQL Database (Windows)
From version
2003
2005
5.0
5.0
To version
2012
2012
5.6
5.6
Service reporting
3.6.
Service reporting is a core element of the Cloud Backup service and is intended to provide the client
with a range of information pertaining to the health and performance of the subscribed services.
Service reports will be available from the CloudControl portal. The standard set of reports includes:
• performance success and failure reports
• time to complete backup reports
• amount of data backed up
• number of retention points available
Service availability management
3.7.
As part of the Dimension Data Public CaaS Terms of Services Agreement that governs the client's
purchase of public cloud services, Dimension Data will meet the service level agreements set forth
below:

99.99% network uptime target (for all geographic regions other than MEA)

99.99% server uptime target (for all geographic regions other than MEA)

30-minute support response time guarantee
In addition, the following specific terms and conditions apply to Cloud Backup:

The client is responsible for the installation and configuration of the Cloud Backup agent on
the appropriate virtual machines after enabling the backup plan.

The client is responsible for performing and testing restores as well as testing its systems and
monitoring the integrity of its data.

Dimension Data does not have knowledge of the data that the client stores on the CaaS
platform, including the quantity, value or use of the data. The client is therefore responsible for
taking all reasonable steps to mitigate the risks inherent in the provision of the Cloud Backup
service, including data loss.

If a restore operation is not available as a self-service offering, which is the case for a subset
of application restores, the client will need to raise a service request to obtain assistance in
performing the restore.
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
3.8.
Service continuity
Dimension Data has designed the Cloud Backup architecture in order to provide high service
continuity, leading to overall business continuity.
3.9.
Capacity management
The CSBU operations team reviews capacity used on the backup platform on an ongoing basis.
Through proactive data collection and trend analysis the CSBU will ensure that capacity is upgraded
in line with usage patterns, and aims to be 30 days ahead of utilised capacity at all times with
information security.
Dimension Data takes an extensive, in-depth approach to securing the logical elements of the CaaS
environment. At the infrastructure and multi-tenant application layers, Dimension Data is guided by a
‘defence-in-depth’ security strategy, in which a series of security layers are implemented so that no
single solution is relied upon to provide security.
For more information on Dimension Data’s cloud security, download:
http://nacloud.dimensiondata.com/sites/default/files/content/pdf/cloud_security__developing_a_secure_cloud_approach_white_paper1.pdf
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
4.
Service transition
4.1.
Assessment
Cloud Backup is available only to CaaS clients. There are no service transition assessment
requirements to transition to Cloud Backup.
4.2.
4.2.1.
Transition in
Service prerequisites
The client must be a CaaS client and the servers to be backed up (whether performing a
server image, file, folder or application backup or restore) must be CaaS-hosted servers.
4.3.
Client take-on
The CloudControl portal or APIs perform client take-on for Cloud Backup. Private CaaS
clients and Provider CaaS clients will have to commit to Cloud Backup revenue for their MCP
to be Cloud Backup enabled.
4.3.1.
Client take-on manager
Please refer to the CaaS operating model.
4.4.
4.4.1.
Transformation
Client service management
Cloud Backup does not require specific client service management. Regions can continue to
approach client service management as per their current process.
4.5.
Change management
Change management for Cloud Backup will comply with the CSBU product lifecycle
process.
4.5.1.
Transition out
Cloud Backup does not include a specific transition out arrangement.
Dimension Data (Pty) Ltd
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Cloud Backup Service Description
5.
Service operations
Cloud Backup is available to CaaS clients in order to backup and restore workloads running on CaaS.
5.1.
Service elements
Service Elements
Enable Backup for a CaaS Server
Plans
Essential
Advanced
Enterprise



● Select a Service Plan
Supported Agents

Red Hat Enterprise Linux




Ubuntu




CentOS




FedoraCore




OpenSUSE




SLES




Microsoft Windows Server






Supported Applications

Microsoft SQL Server (All
Editions)

MySQL Database (Linux)




MySQL Database (W indows)




PostgreSQL




Microsoft Active Directory



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Cloud Backup Service Description
Backup Storage and Schedule
●





















Separate backup storage and
schedule per Agent
● Configure a Backup window
● Configure a Retention Period
● Configure a secondary copy location
File and/or Folder Backup
● Performing a scheduled file and/or
folder backup
● Performing a file and/or folder backup
on-demand
● Performing a file and/or folder restore
in-place
● Performing a file and/or folder restore
out-of-place
System State Backup
● Configuring system state backup
● Performing a scheduled system state
backup
● Performing a system state backup
on-demand
● Performing a system restore in-place
● Performing a system state restore
out-of-place
Application Backup
● Configuring application backup
● Performing a scheduled application
backup
● Performing an application backup on
demand
● Self-service application restores
● Performing application restore in-
place
● Performing application restore out-of-
place
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Cloud Backup Service Description
Backup Status per Agent



Backup Summary



Backup Summary Usage Report



Backup Detailed Usage Report



De-duplication



Compression



Backup Alerting



Pre-backup Checks



Dimension Data (Pty) Ltd
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