Datacore Consulting
Increasing Profit through Technology
Quality of Service
Dataguard
[This document details network requirements; included and excluded
services, responses and resolution times, service procedures and rates for
Datacore’s Backup Disaster Recovery Service and Unit.]
Q.O.S. For:
Date: 00/00/0000
Datacore
Attn: Datacore
216.398.8499 x 000
5755 Granger Road Suite 777
Independence, Ohio 44131
www.datacoreonline.com
Quality of Service (Q.O.S.)
 Support and Escalation
Service Provider will respond to Client’s Trouble Tickets under the provisions of Appendix A, and with best effort
after hours or on holidays. Trouble Tickets must be opened by Client’s designated I.T. Contact Person by email to
our Help Desk or by phone. Each call will be assigned a Trouble Ticket number for tracking. Our escalation
process is detailed in Appendix A.
 Service outside Normal Working Hours
Emergency services performed outside of the hours of 8:00 am – 5:30 pm Monday through Friday, including
public holidays, shall be subject to provisions of Appendix B.
 Onsite Service Calls Where No Trouble is Found
If Client requests on-site service and no problem is found or reproduced, Client shall be billed at the current
applicable rates as indicated in Appendix B.
 Limitation of Liability
In no event shall Service Provider be held liable for indirect, special, incidental or consequential damages arising
out of service provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment,
lost data, costs of substitute equipment, or other costs.
 Virus Recovery for Current, Licensed Antivirus Protected Systems
Attempted recovery from damages caused by virus infection not detected or quarantined by the latest Antivirus
definitions is covered under the terms of this Agreement. This Service is limited to those systems protected with a
currently licensed, Datacore supported Antivirus solution.
 Monitoring Services
Service Provider will provide ongoing monitoring. Service Provider shall make every attempt to resolve the
condition in a timely manner through remote means.
 Backup and Disaster Recovery Services
Network Servers will be configured for an hourly incremental backup on a predetermined schedule (adequate
network and server resources required). Backups will be sent offsite if client has chosen to take advantage of
offsite storage (DataGuard includes 50 GB of cloud storage). Once a full backup is completed all further backups
are incremental.
Suitability of Existing Environment
 Minimum Standards Required for Services
In order for Client’s existing environment to qualify for Service, the following requirements should be met:
1. All Servers with Microsoft Windows Operating Systems running a version of Windows which is not
beyond its Extended Support End Date.
2. All Server and Desktop Software must be Genuine, Licensed and Vendor-Supported.
3. The environment must have a currently licensed Server-based Antivirus Solution protecting all Servers.
4. The environment must have a currently licensed, Vendor-Supported Firewall.
5. There must be an outside static IP address assigned to a network device, allowing RDP or VPN access.
6. Client must have adequate bandwidth for remote operations and/or offsite storage.
*Costs required to bring Client’s environment up to these Minimum Standards are not included in this Agreement.
Included Services
 Service rendered under this Agreement does include:
1.
2.
3.
4.
5.
Remote and Onsite support for Datacore BDR Unit.
Remote and Onsite support for Datacore branded IRU’s.
Remote monitoring, management, and remediation of client backups.
Hourly backups of all covered client servers and other data stored on network approved storage devices.
Onsite support for projects and network remediation at a predetermined hourly rate and hourly minimum.
(Please see Appendix B)
6. Remote restoration of files or data that have been successfully backed up on the BDR.
7. Remote server restoration and reimaging from data successfully backed up on the BDR.
Excluded Services
 Service rendered under this Agreement does not include:
1. Parts, equipment or software not covered by vendor/manufacturer warranty or support excluding BDR
support.
2. The cost of any parts, equipment, or shipping charges of any kind other than BDR.
3. The cost of any Software, Licensing, or Software Renewal or Upgrade Fees of any kind.
4. The cost of any 3rd Party Vendor or Manufacturer Support or Incident Fees of any kind.
5. The cost to bring Client’s environment up to minimum standards required for Services.
6. Failure due to acts of God, building modifications, power failures or other adverse environmental
conditions.
7. Service and repair made necessary by the alteration or modification of equipment.
Appendix A
Response and Resolution Times
The following table shows the targets of response and resolution times for each priority level:
Trouble
Priority
Service not available
1
Significant degradation of
service (critical functions
affected)
2
Limited degradation of service
(limited functions affected,
business process can continue)
3
Small service degradation
(business process can continue)
4
Remote
Response
time
(in hours) *
Onsite Response
Time (in hours)
Resolution time
(in hours) *
Escalation
threshold
(in hours)
Within 1 hour
Within 2 hours
ASAP – Best
Effort
1 hours
Within 2 hours
Within 4 hours
ASAP – Best
Effort
2 hours
Within 8 hours
To be scheduled
during normal
business hours.
ASAP – Best
Effort
8 hours
Within 8 hours
To be scheduled
during normal
business hours.
ASAP – Best
Effort
24 hours
Note: Incremental weather conditions may have an adverse effect on required onsite times.
Service Request Escalation Procedure
1.
2.
3.
4.
5.
6.
7.
Support Request is Received
Trouble Ticket is Created
Issue is Identified and documented in Help Desk system
Issue is qualified to determine if it can be resolved
Level 1 Resolution - issue is worked to a successful decision
Quality Control –Issue is verified to be resolved to Client’s satisfaction
Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk
system
This agreement is for Remote Backup and Disaster Recovery and the maintenance, management, and remediation of
service. Datacore will make a best effort to remedy at least 90% of all required support through remote means. Required
onsite and project work will be billed separately based on rates and minimums designated in Appendix B.
All clients also enjoy limited access to Datacore’s Emergency Support Center in case of client disaster. This center is
guaranteed to have 20 available work stations, network printing, and internet connectivity.
APPENDIX B
Labor
Rate
Remote Service for BDR
INCLUDED
Onsite Service for BDR Only
INCLUDED
Remote BDR Management
INCLUDED
Remote Backup Management
INCLUDED
24x7x365 Server Monitoring
M – F Onsite Labor Network Eng.
INCLUDED
$119.00 Hr 2 Hr Minimum
*After Hours, Weekends & Holidays
Onsite Labor If required- 2 HR
Minimum
$199.00 HR 2 Hr Minimum
Onsite Labor for Desktops
8:00am – 5:00pm M-F 2 HR Minimum
Additional Offsite Storage 50GB Incl
$99.00 Hr 2Hr Minimum
.50per GB
APPENDIX C
Business Continuity Services
Advanced Hardware Health Monitoring
After Hour, Weekend and Holiday Event Notification (If Requested)
Client Volume Discount on Hardware and Software
Confirm Anti-Virus/Anti -Spyware Updates Have Occurred
Detailed Diagram Showing Your Network Layout
Hardware and Software Asset Management
Monthly Executive Report
Quarterly Business Review Conference Call
Standard Software Patch Management of Operating Systems
Hot Swap Servers (Some Restrictions Apply)
Hourly, Daily and Weekly Backup Verification
Reboot Servers if Needed Remote Only
Hourly Incremental Backups
Server Virtualization
AES 256 Bit Off-Site Storage
24/7 Proactive Backup Monitoring With Verification
Hardware Independent Restore
Spam Filtering
Email Hosting (This is not hosted Exchange)
Web Hosting
Near Real-Time Backups:
Our “Incremental Forever” methodology captures all changes to the initial image in increments of 15 minutes to one hour. The
Incremental Forever technology not only backs up recent datasets but also allows end users to reconstruct the state of their data as it
stood at the end of various restoration points. This level of forensic and auditable data recovery may satisfy various regulatory
requirements (such as HIPAA and GLBA) for data retention and data record reconstruction.
A Complete Image:
We generate an image of all hard drive partitions via an agent, which is warehoused on the Instant Recovery Unit (IRU) physically
located at your location. The data is stored using AES-256 bit encryption and compressed. We employ a block-level, not file-level,
backup, which means that data is captured at the level of 1’s and 0’s. Block level data is raw data which does not have a file structure
imposed on it. Database applications such as Microsoft SQL Server and Microsoft Exchange Server transfer data in blocks. Block
transfer is the most efficient way to write to disk and is much less prone to errors such as those that result from file-level backups.
Additionally, block level backups are not affected by open files or open databases. The block-level image is an exact digital duplicate
of the on-site server.
Intuitive and Flexible Restoration:
A good backup system should allow for quick and flexible restores. Our solution allows for recovery of files, folders, partitions,
mailboxes/messages, databases/tables using a quick and intuitive process. In case of a complete server failure we do support a bare
metal restore to new hardware which has a different configuration, hardware and drivers as compared to the failed server. Our 15minute incremental based backup allows restores to be done from any point in time, allowing for multiple versions of files, folders,
messages/mailboxes, database/tables to be restored.
Secure Remote Storage:
After imaging the servers to which it is attached, the IRU device then creates an encrypted tunnel and transmits the imaged data to a
secure offsite location where it resides in an encrypted, compressed format. Transmitting data to a remote site is a key component of
DataGuard. It guarantees that, in case of physical damage to the client’s network or IRU, or even regional disaster, the data is safe in
uncompromised locations. Encryption is an important step in the process of transmitting data between the IRU and the remote sites,
because it greatly reduces the risk of data loss incidents that plague magnetic tape and prevents man-in-the-middle attacks during
transmission. We employ the 256-bit Advanced Encryption Standard (AES) algorithm.
Virtual Server capability:
If any of your covered servers fail, DataGuard’s server virtualization technology embedded in the IRU allows client servers and
applications to be restored and rebooted in most cases. Datacore will provide a Hot Swap temporary server within 2 Hours after
confirmed down network, for client use up to 10 business days at no charge.
24x7 Completely Managed Solutions:
Our Network Operations Center (NOC) monitors your IRU units and the attached servers 24/7. Failed processes generate immediate
alerts to our engineers, who often remotely correct errors within minutes of receiving notification. In case of more serious IRU issues,
we will conduct repairs at your site. If any IRU units are irreparably damaged or destroyed, Datacore will overnight ship
replacements—pre-loaded with all stored data—directly to your location.
Hardware Independent Restore (H.I.R.):
H.I.R Technology allows for accelerated recovery to the same system, to dissimilar hardware or to and from virtual environments.
H.I.R. features also make system migration to a new server or consolidation to a virtual environment a straightforward process.
Disk-Based Backup and Disaster Recovery:
Disk-based backup and disaster recovery allows for rapid recovery of systems and data through disk imaging technology.
ShadowProtect allows administrators to create real-time images of the systems and data in an enterprise throughout the day. There is
no noticeable performance impact on systems.
On-site Virtual Server:
If any of your covered servers fail, DataGuard’s server virtualization technology embedded in the BDR Unit allows client servers and
applications to be restored and rebooted in most cases. As you may sometimes endure a wait of several days in order to receive
replacement servers from vendors, your BDR can have your business up and running. The BDR multitasks, so that even while
functioning as a virtual server, it can continue to back up data. Our technology thus allows you to remain in business without any
significant loss of data backup, server functionality, or application downtime. Please remember that all virtualization capabilities are
limited by hardware and minimal active users while executing this process is highly recommended