Reply To: Datacenter – Backup Services SLA


Q: 2 Service Description
The backup server keeps 3 revisions of active files and 1 revision of files that have been deleted from the
client. Deleted files are retrievable for 180 days.
What is the definition of an active file? If I leave a file untouched for an extended period of time is it inactive?

A: Active means the file has not been deleted / is available. 

Q: 2.1.2 Boundaries of Service Features and Functions
Customer may not exceed previously agreed upon storage capacity when using the backup and restore service; Customers must purchase additional storage prior to exceeding capacity;
What happens after storage capacity is exceded, is there are warning? Are zero-byte files kept in place of real files?

A: IT will notify the customer that the allotted storage has been exceeded.  The customer will either need to clean up the storage or purchase additional storage.  The service is will continue to function normally. 

Q: 2.2.2 Specific Service Levels
Additional backup storage available within three (3) business days pending availability;
3 business days seems like a long period of time to wait.

A: 3 days is our standard turnaround time for most service request.  Requests are often completed faster but 3 days is the time that we can commit to.